Frequently Asked Questions (FAQ)

We aim to dispatch most orders the same working day, depending on the time your payment is accepted.

Orders placed during weekends or public holidays are processed on the next working day.

If there is any delay or a product is on backorder, we will contact you as soon as possible with an update.

Delivery times depend on the product and your delivery address. An estimated delivery time will be shown at checkout and in your order confirmation email.

Couriers may also provide a separate delivery window or tracking updates once your order has been dispatched.

We primarily deliver to addresses within the United Kingdom. For delivery outside the UK, please contact us before placing your order and we will let you know if we can arrange shipping to your location and what the costs and delivery times would be.

Our products are dispatched either from our own facilities or directly from our trusted suppliers and distribution partners. Dispatch locations may vary by product and stock availability.

The estimated delivery time shown at checkout already takes the dispatch location into account.

Yes, for most orders you will receive tracking information by email as soon as your order has been dispatched.

In some cases (for example, smaller items sent by standard mail), tracking may be limited or not available. If you have not received tracking details, please contact us and we will be happy to help.

We accept the following payment methods:

• Debit and credit cards
• Klarna (Pay in 3 / Pay Later options – subject to approval)
• PayPal
• Apple Pay
• Google Pay
• Shopify Payments

All payments are processed securely by our payment providers. We do not store your full card details on our servers.

Yes, for eligible orders you can choose Klarna at checkout and select one of the available options (such as Pay in 3 or Pay Later), subject to Klarna’s own approval process and terms.

Klarna will show you the payment schedule and any conditions before you confirm your purchase.

Yes. Our store uses secure encryption and all payments are processed through reputable, certified payment providers. We never receive or store your full card number on our systems.

If you have any concerns about security or notice anything unusual, please contact us immediately.

This depends on the type of fireplace. Many freestanding bioethanol fireplaces require only simple assembly and can be set up by following the instructions included with your product.

Built-in, wall-mounted or more complex units may require professional installation by a qualified installer to ensure proper mounting, ventilation and safe operation. Always follow the installation instructions provided in the product manual.

Bioethanol fireplaces are generally flue-less and do not require a chimney or traditional flue system, as they burn clean bioethanol fuel and do not produce smoke or soot in the same way as wood or coal.

However, they must always be used in a well-ventilated room and according to the manufacturer’s safety instructions. Never use them in very small, unventilated spaces.

We aim to show our products as accurately as possible using high-quality photos and detailed descriptions.

Please note that colours and finishes may appear slightly different on screen due to lighting conditions and differences between device displays. If you need more information about a specific product, feel free to contact us before ordering.

If you are not completely satisfied with your purchase, you may be able to return it, provided the item is unused, in its original condition and packaging, and within the time frame stated in our Returns & Refunds Policy.

Some items may have specific return conditions (for example, customised or made-to-order products). For full details, please refer to our dedicated Returns & Refunds Policy page.

If you are returning an item because it is faulty, damaged or we have sent the wrong product, we will generally cover the cost of return shipping or arrange a collection.

If you are returning an item because you have changed your mind, you will usually be responsible for the cost of return shipping. Please check our Returns & Refunds Policy for full details before sending anything back.

To start a return, please contact us with your order number, the item you wish to return and the reason for the return. You can use our website contact form or reply to your order confirmation email.

We will provide you with instructions on how to prepare and send your item back, or arrange a collection where applicable.

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method.

Processing times can vary depending on your bank or payment provider. Please allow some time for the refund to appear on your statement after you receive our confirmation.

Yes, bioethanol fireplaces are designed for indoor use when installed and operated correctly. They produce real flames, so they must always be used with care and in line with the manufacturer’s safety instructions.

Always ensure good ventilation, keep flammable materials at a safe distance, never leave a lit fireplace unattended, and keep children and pets away from the open flame.

Use only high-quality bioethanol fuel that is specifically designed for bioethanol fireplaces. Do not use any other type of fuel (such as petrol, spirits or gel fuel) in a bioethanol fireplace.

Always follow the filling and lighting instructions provided in the product manual and never overfill the burner.

Most products come with a manufacturer’s warranty that covers defects in materials and workmanship for a specified period.

Warranty details, including duration and what is covered, can usually be found on the product page and/or in the documentation supplied with your order. If you have any questions about a specific product’s warranty, please contact us before purchasing.

You can contact us using the contact form on our website or by replying to your order confirmation email. If additional contact options are available (such as phone or live chat), they will be listed on our Contact page.

Our online store is open 24/7 and you can send us a message at any time.

We aim to respond to enquiries as quickly as possible, typically within one working day. During busy periods, it may take a little longer, but we will always do our best to assist you promptly.

If you cannot find the answer you are looking for in our FAQ, please contact us directly with your question and your order number (if applicable). Our team will be happy to help and provide any additional information you need.