Order and Delivery FAQs

To place an order, simply add the product(s) to your basket, enter your delivery details, phone number, and email, select your preferred delivery and payment method, and you're all set.

If you have any questions or concerns during the checkout process, please feel free to contact our customer service. They will be happy to assist you with your order.

Yes, you can! We'd be more than happy to enter your order for you. However, please note that we cannot accept payments over the phone. Instead, we will send you the order confirmation and a payment link via email.

When placing an order on the website, you can pay by the following payment methods:

• Credit card
• Paypal
• Klarna
• Bank transfer

We're not allowed to withdraw the payment until we ship your order. Therefore, the payment might appear as 'pending' or might not show at all. Once we ship your order, we'll notify you by email and process the payment. Should you have any questions or doubts about this, you're always more than welcome to reach out to us.

Shipping costs vary! We always offer free shipping on orders above £99, otherwise shipping costs and options will always be visible at checkout.

Absolutely! If the item(s) are out of stock when you place your order, it will be reserved in our system until all items are back in stock and ready for shipment. We are not allowed to withdraw the payment until we finalize and ship the order. This means the payment will either not be withdrawn from your account or may appear as pending until shipment. Please note that for bank transfers, we will receive the payment before shipment. 

We always try to write as elaborate product descriptions as possible and to include all specifications, technical data, and manuals of the products, but sometimes you just need a little bit extra. If you need additional data or specifications of the product you're looking at, you can always contact us for further details.

Yes, absolutely! We have a newly-renovated showroom in Greenwich, London where we have a variety of fireplaces on display, so you can get lots of inspiration. You can read more about the showroom here.

If you have a question about a specific fireplace model, please contact our team for assistance and advice.

Yes! Should you have changed your mind, you are always more than welcome to change or update your order.

Electric-fireplace.co.uk offers a price guarantee on all our products. If you find a electric fireplace similar to one of ours elsewhere, we'll match the price. To take advantage of our price guarantee, contact our customer service via the live chat on our website or email us at info@electric-fireplace.co.uk. Please note that there are certain requirements that must be met for us to offer a price match.

Delivery times can vary depending on the availability of our products. While we strive to keep most items in stock to minimize delivery time, occasionally some products may be sold out or classified as non-inventory items, which can affect delivery times.

When products are in stock, delivery typically takes 1-3 business days. However, if the product is stocked at our Danish warehouse, the delivery time may be 1-2 weeks. For non-inventory items, lead times can range from 3-8 weeks.

The delivery time and expected stock date are always specified under each product. If you have any questions about the delivery times for a specific product, please don't hesitate to contact our customer service. They'll be happy to assist you.

We sure do! We ship most of your orders to Ireland from our warehouse in Denmark. Delivery time is approximately 4-5 business days when shipping to Ireland from Denmark, and delivery charge is £19. When shipping from Denmark, we avoid additional customs and taxes.

You can read more about shipping to Ireland here.

Absolutely! However, lead time will be a bit longer. You should expect your order to arrive in 4-5 business days, if it's a stock item. 

You'll always be notified by e-mail once we ship your order from our warehouse. We'll send you tracking as well as an invoice.

However, should your item be a stock item from our Danish warehouse, you'll be notified once we ship your order to our UK warehouse, and further once the order has left our UK warehouse.

Unfortunately not. The courier we use only deliver to the kerbside, and they have a strict insurance policy of not entering the premisses.

If this is the case; we're sorry! This might be due to a delay from the delivery company we use. It could also be (which we most certainly do not hope!) that the package has been lost in transit. 

If you haven't received your order within the stated delivery time slot, we encourage you to contact customer service to investigate further.

If you didn't receive all the items from your order, it's possible that the missing items are currently sold out and will be shipped as soon as they're back in stock at the warehouse.

Additionally, please note that we sometimes ship orders in separate packages, rather than all together. Therefore, one of the packages might be delayed and arrive a bit later than the others.

We always take great care to ensure that our packages are well-packaged and secure before delivery. However, despite our best efforts, occasional transport damage may occur, which is unfortunate. If you experience any damage to your package, please let us know, and we'll work with you to find a solution. Your satisfaction is our priority.

If the fireplace doesn't live up to your expectations, you can return the product within 14 days of receiving it. Fill out the form or contact out customer service to hear more about the return process.