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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.

How to light a stove or wood burner

  • What is the best way to light a log burner?

    The best way to light a log burner is the one that works best for you. It’s a good idea to use dry kindling, newspaper and firelighters, arranged in a way that allows for good air circulation. Some people like to build these things on top of logs, while others prefer to add logs once the stove is lit.

  • Why can't I light my log burner?

    There are many possible reasons why you can’t light a log burner. Some common reasons are not using enough kindling or newspaper to get the fire going, not allowing enough air into the stove and using damp fuel.

  • What is the top vent on a log burner for?

    The top vent on a log burner is called the secondary air vent. This controls the air supply to the upper part of the stove to encourage as much of the energy released by your fuel to burn before it escapes up the flue. In some stoves, this vent also controls the airwash system to keep the inside of the stove glass clear.

  • What vents should be open on a wood burner?

    All wood burner vents should be open when lighting the stove. Once the stove is properly lit, the vents can be adjusted to limit the air supply to the wood burner. Closing all vents completely will put the fire out.

  • Why is my firewood not catching fire?

    The most common reasons for firewood not catching fire are that the logs are too damp, the fire is not hot enough to light the firewood, or there is not enough air supply to the stove to ignite the firewood.

  • Why is my log burner not kicking out heat?

    If your log burner is not kicking out heat, this could be because your stove is too small for the room. Alternatively, it could be a matter of perception. Log burners don’t kick out heat in the way an open fire does. Instead, the fire heats the stove body, which heats the air around and ultimately heats the entire room. It’s more effective and more efficient, but you don’t get the same intense heat that you get from an open fireplace.

  • Why does my log burner burn logs so quickly?

    If your log burner is burning logs too quickly you are likely to be allowing either too much air or too much fuel into your stove. Try adjusting the air vents to restrict air supply, adding less fuel or refuelling less frequently to see if this increases burn time.

  • What is a DEFRA stop?

    To ensure our stoves can be used in smoke controlled areas some of them have a DEFRA stop attached to the secondary air control. This prevents you from fully closing the air control down, cutting off the air supply to the stove which will allow the stove to smoulder and burn less efficiently.

    We have written an article with more information on DEFRA approval and you can browse our range of DEFRA approved stoves.

  • Can I keep my stove lit overnight?

    All our stoves are fitted with a DEFRA stop which prevents slumbering overnight by not allowing one of the air controls to close fully. If you do not live in a smoke controlled area you can remove the DEFRA stop.

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