Frequently Asked Questions
Below are answers to the questions we are asked most often before purchase. If you need anything further, our team is happy to help by phone or email during the hours listed at the bottom of this page.
How much does delivery cost?
We charge a flat £100 nationwide UK delivery on every order, regardless of the size or weight of your stove. This applies to mainland UK addresses. We never run delivery offers, and we do not waive this charge for larger purchases. The flat rate keeps our pricing straightforward, with no hidden surcharges added at checkout. Delivery is typically kerbside, so please make sure someone is available to receive and move the item. For deliveries to the Scottish Highlands, islands, or Northern Ireland, please contact us first so we can confirm timings and any additional carrier requirements.
What payment options do you accept?
You can pay by debit or credit card, PayPal, Klarna, PayPal Pay Later, or Pay in 3. The spread payment options let you split the cost into instalments rather than paying everything up front. Approval and terms for these services are set by the providers themselves, not by us, and are subject to their checks. You will see all available methods at checkout. If a particular option does not appear for your order, this usually reflects the provider's own eligibility rules. We do not add any surcharge for using card or pay later services.
What warranty do your stoves come with?
Warranty length depends on the manufacturer and model, so the exact cover is listed on each product page. Most stoves carry a manufacturer warranty covering the body and structural components, with consumable parts such as glass, rope seals, and firebricks usually excluded as wear items. To keep a warranty valid, products generally need to be installed correctly by a competent person and used with the recommended fuel. Keep your proof of purchase and any installation paperwork. If you need to make a claim, contact us and we will help you work through the manufacturer's process.
Can I return a stove if I change my mind?
Yes. Under UK consumer rules you can return an unused item in its original condition and packaging within the stated returns window. The product must not have been installed, fitted, or fired. Because stoves are heavy and fragile, you are responsible for return carriage costs and for packing the item securely. We recommend keeping all original packaging until you are certain. Faulty or damaged goods are handled separately and at no cost to you. Please inspect your delivery on arrival and report any transit damage promptly so we can resolve it quickly.
How do I choose the right size stove?
Stove output is measured in kilowatts (kW), and the right figure depends on the size of the room you want to heat. As a rough guide, divide the room volume in cubic metres by 14 to get an approximate kW requirement. A stove that is too large will run too hot and inefficiently, while one too small will struggle. Insulation, ceiling height, and draughts all affect the result, so treat any calculation as a starting point. Each product page lists the output and recommended room size. If you are unsure, send us your room dimensions and we will advise.
What fuel type should I choose?
This depends on your home and what is available to you. Wood-burning stoves suit those with a chimney and access to seasoned logs. Multi-fuel models burn both wood and approved solid fuels. Gas and electric fires need no chimney sweeping and offer instant control, with electric being the simplest to install. Bioethanol fires use liquid fuel and need no flue at all, making them flexible for flats or rooms without a chimney. Consider running costs, the work involved in installation, and how much maintenance you are willing to do before deciding.
What does DEFRA approval mean?
A DEFRA approved, or exempt, appliance has been tested and cleared by the Department for Environment, Food and Rural Affairs to burn permitted fuels in a smoke control area. These stoves are designed to limit smoke emissions to legal levels. If a product is DEFRA exempt, this is clearly noted on its product page. Choosing an exempt model lets you legally burn wood in areas where it would otherwise be restricted. The approval applies to the appliance, so you must still use the correct fuel and operate it as the manufacturer intends.
How do I know if I live in a smoke control area?
Many towns and cities in the UK are designated smoke control areas, where there are restrictions on the fuels you can burn and the appliances you can use. You can check your address through your local council or the Government website. If you do live in one, you should choose a DEFRA exempt stove and burn only authorised fuels. Burning the wrong fuel in a non-exempt appliance can lead to penalties. If you are unsure which products qualify, look for the DEFRA exempt note on each product page or ask our team.
Do you install stoves?
No. We sell stoves and fires but we do not carry out installation. Solid fuel and gas appliances must be fitted safely and to building regulations, so we strongly recommend using a HETAS-registered installer for wood-burning and multi-fuel stoves, and a Gas Safe registered engineer for gas fires. A qualified installer will assess your chimney or flue, advise on suitability, and provide the certification you need. Correct installation also helps protect your warranty. We are happy to supply product specifications that your installer may need before fitting.
Are all your products in stock?
Stock levels vary by model, and availability is shown on each product page. Some stoves are held in our own warehouse, while others are ordered from the manufacturer once you place your order, which can affect lead times. If an item shows as available, we will dispatch it within the timeframe noted at checkout. For made-to-order or temporarily out-of-stock models, we will give you an estimated delivery date. If timing matters for your project, contact us before ordering and we will confirm the current position for you.
How can I contact customer support?
You can reach our team by phone or email during opening hours, which are Monday to Friday, 9am to 5pm. We are closed on weekends and bank holidays. Emails sent outside these hours are answered on the next working day. For questions about an existing order, please have your order number to hand so we can help more quickly. If you have a technical question about a specific model, the more detail you can give us about your room, chimney, or fuel plans, the better the advice we can offer.