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Placing An Order FAQs

Will I get confirmation of my order?

As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.

I placed my order but did not receive a confirmation email. Why?
If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:

1. Our emails might be going to your junk or spam folder
2. There might have been a misspelling when you entered your email address during checkout
3. Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.

To be on the safe side, we encourage our customers to provide an alternate email to  

What happens after I receive my order confirmation?
We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order.

In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.

Why do you need my phone number?
Some of our deliveries our couriers require a contact number to ensure a smooth delivery of your order. We won't give to anyone else, it’s kept private and confidential. Plus if there's any issues with your order we can contact you quickly and easily.

Is it safe to buy online through your website?
Absolutely. Expert Fires strives to provide our customers a safe and smooth customer experience. This site uses SSL encryption technology so that you never have to worry about credit card safety.


Delivery FAQs

Where do you deliver?
We deliver to the United Kingdom only.

Please Note: There may be additional charges for 'offshore domestic regions': Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Islands and Northern Ireland.

Do you deliver outside of the United Kingdom?
No sorry, currently we only deliver within the United Kingdom.

How long does it typically take for your products to be despatched?
Usually within 48 hours of processing your order but it can vary for different suppliers.

How long does it typically take for my purchase to arrive once it’s despatched?
Usually 4-7 business days, however some larger items can take longer.

Can my order be delivered to a PO Box addresses?
Unfortunately, we cannot deliver to PO Boxes.


Electric Fire FAQs

Do I need a chimney or flue if I get an Electric Fire installed?

Electric fires are the future of home fires. They don't emit fumes, so you don't need a chimney or flume to install an electric fire in your house. You simply plug it in and turn it on—then sit back and enjoy your new electric fire!

Who can install my new Electric Fire?

If you are confident in your DIY skills and have access to the correct tools, this should be an easy process for you. Our fires come with a comprehensive user manual that gives clear instructions on how to install the fire yourself. 

If you would like an expert to install your electric fire for you, we recommend using Rated People. This site allows you to find a tradesman in your local area and read reviews from previous customers.

How do I clean my Electric Fire?

Cleaning your electric fire is a breeze, but it's important to follow the steps carefully. Here are some tips to help you keep your fire looking great:

First, make sure the fire is unplugged and has cooled completely before you start cleaning. Using a damp cloth (not wet), gently wipe over the fire.

You can use a standard household glass cleaner on the glass of the fire, but be careful not to use any abrasive cleaners that could damage the fire.

And remember: while our fires are designed to give you warmth and comfort, they should not be used as a primary heat source.


Media Wall FAQs

Q: Can the TV opening sizes be changed?

A: Yes, provide us with your TV’s length and width we will design the top section of the media wall around these sizes leaving a gap all around.

Q: Can I add a soundbar cutout?

A: Yes, provide us with your soundbars length and height we will design the top section of the media wall around these sizes leaving a gap all around.

Q: How do I access the back of my TV when it is fitted in place?

A: Your TV needs to be fitted onto an extendable bracket which allows you to bring the TV forward to access the cables.

Q: Were can I place my Sky Q box?

A: The Sky Q box can be fitted behind your TV.

Q: Can the electric fire be plugged into an extension lead.

A: No, the electric fire must be plugged into its own socket.

Q: Is there a cavity behind the bottom section of the floor standing media walls for a socket to be fitted?

A: Yes, the socket should be installed approximately 8 inches from the floor to the bottom of the socket.


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