FAQ 2020-07-10T14:26:05+00:00

How can we help you?

All of our fires have both 1kW and 2kW heat output settings.
We do not currently use any stockists or dealers around the country.  By dealing directly from our warehouse in Scarborough, North Yorkshire; we keep our overheads down and our selling price low.

We welcome you to our showroom on working days between 9am and 5pm.

Both the flame effect and the mood lighting (available on most models) use low energy LED lighting. In most cases the LED’s will last for the lifetime of the product.
Yes, it is possible to purchase both the Egton Black Wall Mounted Fire and the Egton White Wall Mounted fire with either pebble effect or log effect. Please call us to order.
Yes, all of our wall mounted fires come with the necessary brackets. You will, however, need the appropriate screws depending on the type of wall you are fixing the appliance to.
In most cases the fire can be purchased separately to be fitted into a different surround. Please contact us to discuss the suitability of the fire surround.
When using just the mood lighting and flame effect, the product should be silent. When the heater is used, there is a low level of noise due to the fan.
The surround for the fireplace will require assembly. We recommend that two people complete assembly of the surround. Instructions and fittings are included within the box.
Yes, the fireplace suite can be fixed flush to the wall using the mirror brackets provided. You will need to cut into, or remove, your skirting board where necessary.
The power cables are approximately 1.5 metres in length. Please check the pdf. Instruction manuals available on the product listings for more information.
Screws and fixings necessary to complete installation are provided within the box. Where necessary mirror brackets are provided in order to attach the fireplace suite to the wall, but you will need to use screws to suit the type of wall you are fixing it to.
Orders are processed every working day until 2pm for delivery between 9am – 5pm the next working day to mainland UK addresses.  This applies to all fires apart from the Hawnby 48″, 60″ and 68″ fires.  Please see product description for further information on delivery of these items.
Yes, in most cases we can offer shipping outside of the UK. Please contact us by email for a shipping quotation.
Yes, your product has a one-year warranty. Should you have any problems during this time, please contact us by email or phone.
Yes, we are currently accepting orders.
As of the week commencing Monday 13th of July we will be operating Monday to Friday 9am to 5pm.  Orders will be processed on these days up until 2pm as normal.  Most items and most postcodes will continue to have standard delivery for next working day. This excludes our larger Hawnby models (48″, 60″ and 68″) which have a separate delivery process – please see product page for more information.  Next working day also excludes certain postcode areas, such as Channel Islands, Northern Ireland, Scottish Highlands/Offshore etc.

This means that most orders will be delivered on the next working day, but please refer to specific delivery information provided in your despatch email when your order is despatched.

If you have any queries specifically regarding the delivery procedure, please contact the courier directly. The courier and tracking details will be provided in your order despatch email.

We have been advised by the couriers that we use that they will be unable to bring orders into properties for our customers.  The order will be left at the front door once someone has answered the door to the courier.  Alternatively, if you have a safe place that you would like the item left, please provide details of this in your “Order Notes”.  Safe places must be dry and out of sight.

Yes, you can contact us via email during this time, but please note that emails will be responded to only on Mondays, Wednesdays and Fridays, as of the week commencing 15th of June.

We are unable to answer the telephone or voicemail messages during this time.  Please email us with any queries.

Need help? Please get in touch

For more information on our products please complete the form below and our helpful customer service team will try and respond as quickly as possible within our working hours of Monday to Friday, 9am to 5pm.