FAQs

Frequently Asked Questions

1. Do you install?

No, we only supply the fires and stoves, you will be able to find a stove installer by visiting hetas.co.uk.

2. Do your prices include VAT?

Yes, all prices shown on the Fire Arcade website include VAT

3. How will my stove or electric fire be delivered?

These deliver terms are set by the suppliers themselves and not The Fire Arcade. Bigger products weighting more than 30kg will be delivered on a pallet. All our pallet deliveries are to kern side on a large truck with a tail lift. This means that although the driver will endeavor to get the pallet as close as they can to your house, they will be unable to get into your house or up steps or over uneven terrain.

For smaller items such as In-set fires your delivery will be made by either DPD or Royal Mail.

4. What are your delivery times?

We aim to ensure delivery of all in stock items within 5-7 working days but this can be sooner depending on the manufactures. Please email info@thefirearcade.co.uk for an expected lead time for out-of-stock items before placing an order. Some marble fireplaces could be on longer lead times depending on availability and the required two man teams required for this, please phone with your requirements and we will get a delivery date within 24hrs for you.

5. What size of liner do I need when installing a stove?

Please check the Flue type explanations on our website and required details for more specific information. Most stoves with 6 inch or smaller outlet will need a 6 inch chimney liner or twin wall system. This is in accordance with building regulation document J. DEFRA approved woodburning stoves with a 5 inch or smaller flue can be used with a 5 inch chimney liner or twin wall system.

6. I have received a damaged item; how do I get it replaced?

We have a dedicated warranty team who can help get any issue resolved for you.

If you have an issue with any of ourproducts please email info@thefirearcade.co.ukwith as much information as possible, this will help get your query resolved quickly. Send us your order number, the name on the order, which item is damaged and if you can include an image of the damage that will help process your return or replacement as fast as possible.

We will then contact you to confirm the issue and then get in touch with the manufactures for a resolution.

7. Do you take old fires and fireplaces away?

For H&S reasons we are not allowed to take away old fires away. We recommend using local council services for this issue.

8. Do you have a showroom?

We are an online retailer which allows us to offer better prices.