FAQ

All fires come with a manufacturer's warranty, most 10 years, but check the specific product page for more detailed information.

We do not offer installation, however depending on your location we may be able to put you in contact with a professional installer that we trust. Feel free to contact us if you need more help regarding installation.

Electric fires are considered one of the safest types of fireplace for homes with children or pets, as they do not produce real flames there is isn't any risk of burns.

All slat panels come in lengths of 2400 height x 600 mm width.

Our standard panels are made from real wood veneer and MDF and each slat is 27mm wide & 12mm thick, whereas our premium panels are made from Egger board and each slat is 57mm wide & 18mm thick.

The slat panels are straight-forward to install and can easily be secured to most walls either by using adhesive to stick them or by putting screws through the felt backing.

The acoustic slat panels are made for indoor use only, however can be used in kitchens or bathrooms provided they're not in direct contact with water or excessive amounts of steam.

You can place an order directly through our website by adding items to your cart and following the checkout process. We try to include as much information as possible on each product page but if there is anything you are unsure about do not hesitate to reach out to a member of our sales team using the instant chat feature or email.

You can only cancel your order for any custom made products within 24 hours of purchase as once the manufacturing process has begun we cannot issue a refund.

We accept all major debit and credit cards as well as PayPal & Klarna.

We offer free UK delivery on all orders over £200 and a flat fee of £20 for all orders under £200.

Orders of in-stock products will be processed and dispatched within 24 business hours. For most orders we use express delivery via DHL. You will be notified when your order is dispatched and provided with a tracking number through the courier.

Custom made products have longer lead times, you can find specific information on lead times on the respective product page.

Some orders may arrive in separate deliveries. If this is the case, upon receiving your order, we will contact you to discuss delivery arrangements.

We can deliver most items anywhere in Europe and to some countries further afield. Please contact us via the chat function or email to discuss your needs.

For all off-the-shelf items you're welcome to return for an exchange or refund within 30 days aslong as the items are still in unused condition.

We can't accept returns for bespoke products unless they are faulty or damaged on delivery.

If you would like to return an item please contact us via email or the chat function on our website and we will be happy to assist you.

When returning an item you need to cover the cost of the courier. If you are making a return due to goods being faulty we can refund the courier costs after assessing the returned product.

If need be, we can arrange collection of your return item, however you'd need to settle the courier costs before we book the collection.