FAQs

Fireplace surrounds: general and installation

Are all of the mantels made from solid wood?

All our solid wood fire surrounds are in the solid oak and solid pine ranges. All our other surrounds use top quality wood veneers over MDF. Some of our more complicated solid wood surrounds include a little MDF in areas that need extra strength.

Are fireplaces supplied fully assembled?

Yes. Wooden mantels arrive fully assembled and bubble wrapped. Fires come in the manufacturer's box, and marble sets are wrapped separately.

Are your surrounds all veneered?

No. If the title says Solid Oak or Solid Pine, only solid wood is used. On some of the more complicated surrounds, or surrounds adapted for solid fuel, a small amount of MDF may be used where needed to strengthen joints, but it's always in the back box of the surround and never visible. Painted finishes such as Olde England White, Brilliant White, White Stone and Beige Stone are sprayed directly onto coated MDF.

Can your surrounds be used with any gas fire?

Yes, but you must install the surround following your fire manufacturer's guidelines and keep to the required distances between the fire and the surround, as advised by a Gas Safe registered engineer. If you're using a glass-fronted (HE) gas fire, all of this applies and the surround must also be built for solid fuel use, so please tell us before you order. If these guidelines aren't followed, the finish can peel and your warranty will be invalidated. It's the customer's responsibility to make sure the guidelines are followed.

Can your surrounds be used with balanced flue and HE fires?

Yes, but if your fire is glass fronted the surround must be built for solid fuel use. Check your fire's instruction manual to make sure the distances from the fire (our C and D measurements) are large enough. Glass-fronted fires give off a lot of heat, and if the instructions aren't followed the surround will peel and won't be covered by our warranty. We can alter the dimensions of our surrounds to meet the fire's requirements, so please call us to discuss this. If you're fitting granite or marble, speak to your gas fitter too: standard back panels and hearths may crack if the heat is too great, and this isn't covered by our warranty.

Can your surrounds be used with solid fuel fires?

Yes, but you must tell us when you order, because we build these surrounds differently so they don't warp. We can't accept back any surround that develops a fault when used with a solid fuel fire if we weren't told before it was made. We always recommend using a HETAS installer, and advise speaking to a HETAS engineer before ordering to check you meet all safety requirements. Surrounds built for solid fuel fires are made to withstand the extra heat without peeling or warping, but they are not fireproof in any way. We don't accept responsibility for unsafe installations; full details are in our terms and conditions. You can find an installer and information on solid fuel fires at www.hetas.co.uk.

Can your surrounds be used with HE gas fires without a glass front, without being built for solid fuel?

Yes. A high efficiency (HE) fire refers to the gas input and heat output. It's only an issue if the fire is glass fronted.

Is there more information on installing solid fuel fires?

Yes. If you'd like the full details, see Approved Document J; the section on installing combustible materials is on page 34.

How will I get my new fireplace installed?

All gas appliances must be fitted by a registered installer to comply with safety law. You can find your nearest Gas Safe registered installer at www.gassaferegister.co.uk. If you're not having a gas fire fitted, installation is simple and we supply fitting brackets. If you're less handy, any joiner or builder can fit the surround for you. See how to fit a fire surround with our fitting kit.

My electric fire is glass fronted. Does the surround need building for solid fuel?

No. All electric fires are fine with standard surrounds (all electric fires have glass fronts).

Some of your surrounds look the same as ones on the high street or other websites, but with different names. Are they the same?

It's quite possible. Try searching for the name you've seen elsewhere using the search at the top of the page, or call us and we'll find our equivalent.

What are downlights, and are they fitted for me?

Downlights are fitted into the underside of your surround's shelf in our workshop while we make your surround. They come with a switch and a plug.

What if I want to talk to somebody, or need advice on buying or fitting a surround?

Please call us on 01422 250 723. One of our fireplace experts will be happy to discuss your requirements.

My fire surround smells of paint. Is this normal?

Because we build everything to order, your surround will have been made within a few days of delivery, so the smell of paint sometimes hasn't had time to wear off. Unpainted surrounds smell less, but it may still be noticeable. Open a window when you can and the smell will soon pass. If you're concerned about this, let us know and we'll build your surround and let it stand for a few days before delivery. This will push delivery back by three weeks, or four weeks for some postcodes.

My surround has marks in the wood. Is this normal?

Natural materials such as hardwood oak veneers, solid oak and solid pine often show characteristics such as knots, blemishes, medullary rays, pith flecks and small splits. These are not faults: they're natural features of wood that add to the beauty and personality of your surround. Our policy is not to restock or exchange any product because of these natural features.

Sizing and fitting a fire surround

Can I change the size of the hearth?

Yes, we can make a hearth to your sizes. This costs extra and can slow down delivery, so please contact us to discuss what you need.

Do you supply a fitting kit, and how do I fit a surround?

Yes, we supply a fitting kit and our surrounds are very easy to fit. See our fitting kit guide and our guide to fitting a hearth and back.

What is a hearth and back panel?

The hearth sits on the floor in front of the fire, and the back panel goes on the wall behind the fire surround legs. The rebate on the surround lets the back panel fit behind the legs.

What is a rebate, and do I need one?

The rebate is the difference between your plastered wall and the face of your back panel. Changing your rebate is free, but if you need a very large rebate we may have to increase the thickness of the legs (LD), which makes it a bespoke surround with a £95 charge. If a surround doesn't fit because the wrong rebate was given, or none was given, it isn't faulty, so please check your rebate carefully before ordering. See our guide to measuring a rebate, which includes a video.

What is the tolerance on sizes for standard and bespoke items?

We work to a tolerance of up to 1% on all sizes, due to variations in wood and finishing.

What size is the hole in the back panel?

The hole is a standard 16.5" × 22.5". This is the industry standard, and most inset fires fit it. Our back panels are 37" × 37", designed to fit behind the legs of the surround. We can change these sizes or supply back panels without a hole, but this costs extra and can slow down delivery, so please contact us to discuss your requirements.

Orders and payments

Can I order a wood fire surround on its own?

Yes. All our fire surrounds are priced on their own, and you can add a hearth and back set if you want one. If you have any problems, call us on 01422 250 723 and we'll talk through what you need.

Can I order by phone?

Yes, we take phone orders with a valid debit or credit card. Call us on 01422 250 723. Outside office hours you may get our answerphone: please leave a message and we guarantee to get back to you.

I don't want to pay by card. Can I pay by cheque?

We're happy to take cheques on a pro-forma basis, which means your goods are sent once the cheque has cleared. Please call us on 01422 250 723 for details.

I only need a hearth, not a full hearth and back set. Can you supply that?

Yes. Add your surround to the basket, then choose the hearth you need from our hearths only range.

Delivery and warranty

Does a made to measure fire surround take longer to deliver?

We always try to deliver within 1 to 3 weeks, but at busy times, such as the run-up to Christmas, made to measure surrounds can take up to 4 weeks.

What warranty do your products carry?

All our fire surrounds carry a fully comprehensive 12-month warranty, which you can extend to 2 years free of charge. Surrounds that aren't fitted to the fire manufacturer's guidelines (for example, too close to the fire) aren't covered. The warranty covers faulty workmanship but not damage caused by misuse. See our warranty and returns policy.

Do you offer an extended warranty on your fire surrounds?

Yes. When you've received your fire surround, click the link in the email that came with your invoice and complete the form to get an extra year's warranty free.

Can I choose a specific date and time for delivery?

We'll arrange delivery at the most convenient time we can and give you the exact date and a two-hour delivery slot. Because we deliver everything ourselves so it arrives in perfect condition, we do have to fit your delivery into our schedule.

Do you deliver to my area?

We deliver to all of mainland Great Britain except a small number of postcodes, which are listed on our delivery information page. If you're in one of those areas, or not on the mainland, contact us for a haulage quote.

Do you deliver to the islands around Scotland?

Unfortunately we can't deliver to any of the islands around Scotland, including the Isle of Skye, but we're happy to deliver to a carrier of your choice.

How long does it take from ordering to delivery?

Delivery is generally within 1 to 3 weeks (postcodes beginning IV and AB can take longer, depending on when you order). We'll confirm your exact delivery date within 48 hours of your order. If you need an earlier delivery, please call us before you buy and we'll give you a date for your area.

How much does delivery cost?

Delivery is free on every fire surround to mainland Great Britain, and everything else in the same order is delivered free too. Fires ordered on their own cost £15 to deliver, and colour samples and fitting brackets are sent free by Royal Mail. For other items ordered without a fire surround, a delivery charge applies depending on the item, which you'll see in your basket before you check out.

What days and times do you deliver?

Our delivery service works Monday to Friday, 6am to 5pm.

Will you contact us on the day of delivery?

If you'd like, our driver will call you about 30 minutes before arriving. Otherwise we'll only call if we're going to be outside your delivery slot.

What if the product is damaged on delivery?

We have a very good record of delivering surrounds undamaged, because every delivery is checked and signed for. We unwrap all surrounds on delivery and ask you to check them thoroughly. If there's any damage, tell the driver and we'll take the surround away and bring a new one on our next delivery. Please report any damage to the driver at the time if you can. If you can't check the surround while the driver is there, check it within 24 hours and let us know straight away, so we can show how the damage happened and put it right quickly.

What if I change my mind after delivery?

Please see our warranty and returns policy.

Can I cancel my surround after I've placed my order?

If you've ordered a standard surround, you can cancel at any time before delivery without any extra charge, and you also have 14 days after delivery to change your mind (see our warranty and returns policy). As we build surrounds to order, it helps us if you let us know as early as possible. Made to measure surrounds are made specially to your sizes and can't be resold, so once we've started making yours it can't be cancelled or refunded; please call us straight away if you need to make a change.

Why is delivery on hearths and backs so expensive on their own?

Granite and marble are easily damaged in transit, so we only deliver them in our own vans. That means we can't deliver them without a fire surround unless the delivery charge is much higher. When you buy them with a fire surround, delivery is free.