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Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at

Delivery, returns, and customer service

  • What are your delivery times?

    We aim to ensure delivery of all in stock items within 5-7 working days. Please email for an expected lead time for out of stock items before placing an order.

  • How will my stove or electric fire be delivered?

    Bigger products will be delivered on a pallet. All our pallet deliveries are to kerbside on a large truck with a tail lift. This means that although the driver will endeavour 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 your delivery will be made by DHL, DPD, or Royal Mail.

  • Do you deliver outside the UK?

    At this moment we can only deliver inside the UK.

    Unfortunately, we are unable to deliver to postcodes beginning with "BT" or any addresses in Northern Ireland or Republic of Ireland.

    For orders to other offshore or outlying UK addresses, please contact us by email or phone with the full delivery address details to obtain a quotation.

  • Do you install stoves and fires?

    We are a retailer and not an installer. We are happy to help with product advice whenever we can but we strongly recommend that you consult a HETAS-registered installer who can advise you based on your specific requirements.

    You can search for an installer on the HETAS website.

    We also tag many media wall installers on our social channels.

  • What are your opening hours?

    Our phone lines are open from Monday to Thursday 9:00 am to 5:00pm and Friday 9:00 am to 3:45 pm. We are closed on Saturday and Sunday.

  • Do you have a showroom?

    Unfortunately we do not have a showroom that is open to the general public. We are an online retailer only. We do share real installation videos and pictures on our social media pages which might help give you an idea of what our products look like in real life.

  • 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 an electric fire follow this link to fill in our warranty form.

    If you have an issue with any other product, email with 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.

  • Can I cancel my order?

    If your goods have not been dispatched from our warehouse we will be happy to cancel and refund you for your order. If your goods have already dispatched from our warehouse and you still wish to cancel your order there will be a cancelation fee which will be deducted from your refund.

    • Parcel return fee: £18
    • Pallet return fee: £50
  • When will my order be dispatched?

    All orders placed will be dispatched the next working day if goods are in stock.

    If your goods are currently out of stock, this will be stated on the website as "accepting back orders" with an estimated re-stock date.

    If you place an order on Friday, Saturday, or Sunday, it will be dispatched the next working day (Monday).

  • How long is delivery?

    Our estimated delivery time is between 3 to 5+ working days from the date of dispatch. Please be assured that our team is working diligently to ensure your order reaches you in a timely manner.

    In order to provide you with accurate tracking information, we kindly ask for your patience. We recommend allowing a minimum of 72 hours to pass from the point of order before reaching out to us regarding tracking information. This will allow us to ensure that the tracking information is updated and accurate.

  • Can I change my delivery address?

    Once your order has been placed we can only deliver to the address entered at the time of purchase. If you wish to cancel your order and re-order with the new address we can process this if the goods have not yet been dispatched.

  • Where can I return an unwanted item?

    Any unwanted goods should be posted back to:

    1a Hallstown Road

    Upper Ballinderry


    BT28 2NE

    Please ensure that relevant order paperwork is enclosed so that goods can be referenced and refunded as speedily as possible upon receipt.

    We recommend retaining a copy of your proof of postage/receipt for future reference.

  • When does my warranty start?

    Your product warranty begins from the date of purchase. Please ensure you check your items for damage on delivery especially if you are not planning on installing your item straight away.

  • What is the length of my product warranty?

    We sell multiple brands on gr8fires, please refer to your products manual to confirm the length of your products warranty and to determine what is covered.

  • What is covered under my warranty?

    What is covered under your products warranty will depend on which brand of product you have purchased. Refer to your product manual to confirm what is covered and for how long.

  • Do you supply to the trade?

    Yes. Thank you for your interest in setting up a trade account with GR8 Fires. Please email with the following information:

    • Full name
    • Company name
    • Company address
    • Contact number
    • Email address
    • Business website or social media URL
    • Would you like to receive marketing emails and SMS messages?

    Once we have this information it will be passed to the manager for review. Thank you for your patience and we hope to be in contact soon.

  • Can I purchase an item and delay delivery?

    On some occasions this may be possible, please call our sales team before placing your order to confirm.

Freestanding Stoves

Traditional Electric Fires FAQs

  • What are the benefits of a traditional electric fire?

    Traditional electric fires are the best of both world combing the feel of a classic fireplace with the convenience of electric heating, and require much less maintenance than real fires. 

  • Can I install a traditional electric fire myself?

    Yes, traditional electric fires are generally easy to install and can often be set up without professional assistance. However, always follow the manufacturer's instructions for safe installation.

  • Do traditional electric fires require a chimney or flue?

    No, traditional electric fires do not require a chimney or flue, making them a versatile option for any room, including apartments and homes without existing fireplaces.

  • How realistic are the flame effects on traditional electric fires?

    Modern traditional electric fires have highly realistic flame effects that mimic the look of a real fire. Some models offer adjustable flame settings like the Dimplex Kingsley and different ember bed options for added realism.

Modern & Contemporary Electric Fires FAQs

  • Can I install a modern electric fire myself?

    Yes, most modern electric fires are designed for easy DIY installation. But, always follow the manufacturer’s instructions for safe and proper setup and consult a professional if in doubt.

  • Do contemporary electric fires need a chimney or flue?

    No, they don't need a chimney or flue to work, making them ideal for any room in your home.

  • How realistic are the flame effects on modern electric fires?

    Modern electric fires feature highly realistic flame effects, often with adjustable settings for brightness and colour like the Ezee Glow XL Zara, mimicking the look of a real fire.

  • Are modern electric fires safe for children and pets?

    Yes, just like all electric fires, they are safe as they don't produce real flames or hot embers but it's important to supervise children to ensure the unit isn't tampered with. 

Built-in Electric Fires FAQs

  • Can I install a built-in electric fire myself?

    Though many models are designed for easy installation, unless you have construction or installation experience, it's recommended to hire a professional for proper and safe installation, especially for flush mounting.

  • Are built-in electric fires easy to clean?

    Built-in electric fires require minimal maintenance, especially when sitting flush against walls, typically just needing regular dusting and checking for loose connections.

  • Are built-in electric fires safe for children and pets?

    Yes, because these fires don't produce any real flame, there's no risk for accidental burns. Plus, with most models being installed above ground level and into a wall, there's less risk of the unit being tampered with. 

  • Do built in electric fires need an existing wall to be installed into?

    No, not necessarily. Built in fires can be build into a custom-build feature wall as well, giving you more versaility with where you place it. 

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Free Delivery Orders over £300