FAQ | Fireplace World

General

Can I place my order by telephone?
Do you have a showroom?
What if I change my mind after I have made my purchase?
What happens if I change my mind after delivery?
What if the product is damaged?
I've found the same product for sale online elsewhere cheaper, will you match the price?

Delivery

Self Collection
Can I collect my order from the showroom?
What happens if I purchase from a showroom and want to take it home with me?
What type of vehicle will I need?

Next Day Courier service
Which products are identified as next day delivery items?
What time will the courier call to deliver my purchase?
What happens if I cannot be at home to accept my couriered delivery?
Can I request to receive my purchase by the next day delivery service?

Home Delivery
What happens after I place my order?
Can I specify a date for my purchase to be delivered to my home?
Can I specify a time for delivery?
Will I be contacted on the day of delivery?
What if I cancel my delivery?
What arrangements should I make before the delivery?

Technical and Product Issues
Can I replace the LED bulb in my Adam Electric Fire?
What type of bulb does my Adam Cubist require?
How can I change the fire's bulb?
What material is the back panel and hearth made of in your Adam fireplaces?
What size are the screws that are used to fix the fire into the surround and where can I buy them?
Does the suite come with wall fittings/brackets?
Can the heating element be replaced on my Adam Electric Fire? If so, which heating element would I require and what would the cost be?
What is the best way to clean my Adam Electric Fireplace Suite?
What colour is the light on the Helios?
Are marble and limestone surrounds suitable for solid fuel?
How do I know the fire will fit into the back panel opening?
Are all the fireplaces delivered ready assembled?
Can I change or upgrade the fire shown with the fireplace package on the website?
I wish to buy a gas fire, do I have to get a qualified fitter to install it?
What about my old fire?
Do you make wooden hearths that are 18 inches rather than 15 inches?
What type of paint is used on your electric fireplace suites?
What is the rebate size of your real wood surrounds?
What types of bulb are required for my suite's downlights? 


Operating Costs
What are the operating costs of your fires?

After Sales Service
Are the products guaranteed?
Is there a point of contact if I have any problems with my purchase?
What about cleaning my surround?

More Information

 


General

Can I place my order by telephone?
Yes, we would be pleased to accept your telephone order.  However, for security purposes should you choose to pay over the telephone, we would advise you that payment must be made by the person named as the card holder.  Furthermore, delivery can only be made to the address where the card is registered.  This will mean that if you decide to pay by telephone you will be unable to specify a delivery address different from the cardholder/invoice address.  Should you decide to place your order via telephone you will receive an order acknowledgment by email. Alternatively, to avoid the above restrictions you may prefer to place your order through our secure website.  Once your order has been placed online you will receive an email confirmation detailing the delivery procedure

Do you have a showroom?
Yes, we have a showroom in Huddersfield, West Yorkshire which displays a wide range of our internet products.  For details of opening hours, please refer to the showroom opening times

What if I change my mind after I have made my purchase?
Don't worry. We accept cancellations without any quibble or charge before delivery.  If you have already received delivery we offer a 14-day no quibble returns policy

What happens if I change my mind after delivery?
We would process your request for a refund.  We offer a 14-day no quibble returns policy with no charge should you require collection of the purchased item.  However if you have purchased a gas product please be aware that your decision should be made before fitting the product.

What if the product is damaged?
When the product is delivered the couriers should unpack and inspect the product with you to ensure that you are completely happy with its condition.  If it is damaged they will return the product to our warehouse and we will arrange a replacement product to be delivered to you.  Alternatively you can request a refund of your purchase

I've found the same product for sale online elsewhere cheaper, will you match the price?
Yes, not only will we match the price, we'll beat it by 5% prior to purchase, or within 14 days of purchase refund the difference plus an additional 5%.

Delivery

Self Collection

Can I collect my order from the showroom?
We would be happy for you to collect your purchase from our main depot in Huddersfield.  However, we would suggest that you contact us at least two hours in advance to pre-arrange collection in order to give our warehouse team the opportunity to select your product and ensure it is ready for collection.  Please note that self collection can be made until 5.00pm between Monday to Friday and until 4.30pm on Saturdays. If the collection is not pre-arranged there may be a wait of approximately 30 minutes before your items can be loaded into your vehicle.

What happens if I purchase from a showroom and want to take it home with me?
We can only provide this service from our Huddersfield showroom and main depot at the moment.  Our sales advisors will make the necessary arrangements to enable you to pay and collect your product.  You will be asked to thoroughly check and inspect your product before taking it home.

What type of vehicle will I need?
This will largely depend on the product you are collecting.  A standard fire will fit into most cars whereas a fire and surround will be bulky therefore your vehicle will need to accommodate this.  For a limestone or marble product you will need a transit or similar vehicle as these are supplied in crates and will be fork lifted into your vehicle

Next Day Courier service

Which products are identified as next day delivery items?
Standard sized boxed fires and items weighing less than 20kgs

What time will the courier call to deliver my purchase?
The courier service operates between 9:00am and 5:30pm, Monday to Friday.  But regrettably we cannot provide a more specific time for delivery as a variety of factors may influence actual arrival.

What happens if I cannot be at home to accept my couriered delivery?
The courier will leave a card to say that they attempted to deliver your product.  This card will provide details of your local depot including its contact details in addition to your reference number.  This information will enable you to arrange a more convenient delivery date with the courier

Can I request to receive my purchase by the next day delivery service?
We are only able to offer a next day courier service for items of a standard size, weighing less than 20kgs.  If your order is for a non standard sized product and/or weighs over 20kgs we will arrange for our affiliated home delivery service to deliver direct to your home

Home Delivery

What happens after I place my order?
Your order acknowledgment explains what will happen next - your purchase will either be sent by next day courier or we will schedule your purchase for delivery by our affiliated home delivery service.  Our courier service will contact you initially to confirm the date of delivery with you.

Can I specify a date for my purchase to be delivered to my home?
We will attempt to be flexible with your delivery.  However, we must emphasise that as our couriers are an independent third party who run a nationwide service, unfortunately we cannot guarantee that you will be able to specify a date.  If you cannot accept the delivery date offered, our Customer Services team will advise you of the next date we will be delivering in your postal area.  Please note that this may mean a lengthy delay in the delivery of your product

Can I specify a time for delivery?
Unfortunately due to the many factors which could affect when your delivery is made it is not possible to specify a time. Deliveries normally begin on the specified day from 7:00am onwards, and can sometimes be as late as 8:00pm.

Will I be contacted on the day of delivery?
The couriers will contact you on the morning of the delivery any time after 7:00am, and then again approximately one hour before they arrive at your property.  On the first call the driver will be able to advise you as to whether your delivery will be morning or afternoon and on the second call you will be given a more precise time of arrival

What if I cancel my delivery?
Your delivery will then be re-scheduled but this may mean a lengthy delay in the delivery of your product

What arrangements should I make before the delivery?
We would request that you provide a clear route through the property to the location where you would wish the product to be placed.  This area should be sufficiently large enough to allow the couriers to unpack the product in order for you to inspect and check the product.  If you have purchased an electric suite the delivery team will also need to have access to an electrical plug socket in order to show you how the suite operates.

Technical and Product Issues

Can I replace the LED bulb in my Adam Electric Fire?
The LED bulbs are currently an unservicable part and cannot be replaced.

What type of bulb does my Adam Cubist require?
The Adam Cubist requires a 25w E14 SES amber golf ball bulb lamp. 

How can I change the fire's bulb?
The instruction manual supplied should provide details on how to change the bulb. If the instructions do not provide this information, then the fire is using LED bulbs which are non serviceable and cannot be replaced. 

What material is the back panel and hearth made of in your Adam fireplaces?
Unless otherwise stated, the back panel and hearths of our Adam fireplaces are made of MDF.

What size are the screws that are used to fix the fire into the surround and where can I buy them?
The screws we use are ½ inch No.6 pan heads, and should be available at any good DIY store.

Does the suite come with wall fittings/brackets?
Yes. All our MDF suites are supplied with two 32 x 32mm plain mirror plates, as well as the screws and wall plugs necessary for securing the suite to a solid wall.

Can the heating element be replaced on my Adam Electric Fire? If so, which heating element would I require and what would the cost be?
eplacing the heating element would require taking apart your fire, which should be done by a qualified professional. Fireplace World does not sell separate heating elements.

What is the best way to clean my Adam Electric Fireplace Suite?
Painted MDF can be cleaned with a damp cloth and mild soap solution. Brushed steel comes up nice when cleaned with a dry cloth and a small amount of oil, such as WD40 or baby oil. Black parts on the fire should be wiped clean with a damp, non-fluffy cloth using no cleaning products.

What colour is the light on the Helios?
The Helio's fire glows orange/yellow. The colour cannot be changed. 

Are marble and limestone surrounds suitable for solid fuel?
We do have a number of surrounds suitable for solid fuel.  Please refer to the Solid Fuel Fireplaces section on our website for more specific information about these products

How do I know the fire will fit into the back panel opening?
All back panels are pre-cut to a standard size which is 16.5 inches wide and 22.5 inches tall

Are all the fireplaces delivered ready assembled?
Not all the surrounds are ready assembled.  Some of the products are delivered in sections that will require assembly and installation. You will receive detailed instructions on how to assemble and install the product and these will be included within the packaging of your product<

Can I change or upgrade the fire shown with the fireplace package on the website?
Yes. Most of our products are interchangeable, allowing you to achieve the look and feel that best suits your room. However some of our products come pre-assembled and cannot be changed. If you would like more information then please contact us to discuss your requirements with one of our advisors.

I wish to buy a gas fire, do I have to get a qualified fitter to install it?
Yes and the fitter must be either Corgi or Capita registered. When they have completed the installation there is documentation that must be completed and submitted to their professional organisation. This protects your safety.

What about my old fire?
You are encouraged to read our guidance notes on the disposal of your existing fire or surround.  Click here for details of our environmental policy.

Do you make wooden hearths that are 18 inches rather than 15 inches?
No, we do not.  

What type of paint do you use on your electric suites?
We use acrylic based paints.
What is the rebate size of your real wood surrounds?
All rebates on real wood surrounds are 1 inch and 3 inch.  

What types of bulb are required for my suite's downlights? 
Marble and stone suites will require MR11/GU4 12V bulbs. MDF suites require 1W LEDs.

Operating Costs

What are the operating costs of your fires?
The operating cost of your gas or electric fire will be dependent on the fuel rates in your area.  Therefore, we would recommend that you consult your local energy provider for the most accurate and up to date information in the first instance.  As a general guide for electric fires the operating costs will be up to 2 units of electricity per hour (2kWh).  For gas fires, the operating costs will be more dependent on the efficiency of the particular type of fire.

After Sales Service

Are the products guaranteed?
Yes, all of our products carry a 12-month manufacturer's guarantee.  However, please be aware that all consumable items such as light bulbs and pebbles, for example, are specifically excluded due to their indeterminate life span.  Your rights under this guarantee are in addition to your statutory rights, which in turn are not affected by this guarantee.  You are urged to return your registration card when you have unpacked the product.

Is there a point of contact if I have any problems with my purchase?
Yes, you can contact our Customer Services team on 0844 8809 301 to ask for advice about your product.

What about cleaning my surround?
Our Customer Services team will be pleased to advise you on the best methods of cleaning your new surround so we would suggest that you consult them before you use any proprietary cleaner.

More Information

If you have any further questions please contact our Customer Services team by email at customer.support@fireplaceworld.co.uk or by phone on 0844 8809 301