Frequently Asked Questions

Ordering

What payment methods do you take?

Credit and Debit cards via Woldpay

I have chosen my wood burning stove and flue pipe from the Simply Fires website, what should I do next?

There are two options available to you. You can either have the product delivered directly to your home (delivery charges apply) or we can store your products and bring them along on the day of installation. If you would like to speak to a member of our team with any queries you may have before making your purchase why not contact us?

How does made to measure work?

A selection of our British made low & club fenders can be *made to measure.

To receive a quote and order one of our made to measure fenders follow these simple steps:

  1. Find a design that you like and fill out a Quick Quote form, fill in all relevant sections and required dimensions. ***Make sure you double check your measurements.
  2. We will contact you via e-mail with a price for the bespoke fender.
  3. Once you have ordered we will contact you via phone to take payment we will reference your name to the original quote, design and sizes and begin manufacture.
  4. Once manufactured we will deliver directly to your door.

***Please note bespoke/made to measure products are non-refundable

Installations

Which areas of the UK do you provide stove and fireplace installations services?

We’re based in the West Midlands and our stove installation service is available to you if you live within a three hour radius of Wolverhampton.

The installation service is subject to a separate contract of service and you will receive confirmation for the price of this service following a satisfactory survey.

 

I have an existing brick built chimney, will I need to have a liner installed for a Woodburning stove?

This will depend on the age of the house, the condition of the chimney and whether or not it has been clay or pumice lined previously. Simply Fires will carry out an onsite survey in your property if installation is required. Our HETAS registered installer will at that point be capable of answering this, why not contact us if you would like to arrange installation.

Do I require planning permission to have a stove installed?

If you have an existing chimney stack or you are having a new twin wall system installed using a HETAS qualified engineer planning permission is not required. Planning permission is only required should you need to build a new chimney, check with your local authorities to confirm if it is required. All this will depend on the make and model of your chosen stove.

Want some help with the process, we offer an installation service, SIMPLY contact us.

Delivery & Returns

How long does delivery take?

This is all dependent on the product you are purchasing & the time of year. We aim to get all products processed within 1 to 2 working days and delivered to you within 7 to 14 working days.

For further information on specific delivery times and requirements please visit our Delivery & Returns section, and take a look at the section headed delivery time scales.

I haven’t received my order

If you haven’t received your order, please visit our delivery page to check the time scale in place for your products arrival. With most products we aim to get the item to you within 7 to 14 working days of payment being received.

If you are still concerned about the orders arrival, simply get in contact with us and we can look into this for you

 

Do you accept returns?

We do take returns but there are certain terms and conditions that apply. Please visit our delivery & returns section for further details.

How does delivery work?

Please visit our DELIVERY section for further information on both the delivery charges and the process in place.

General

We do not have a chimney, but would love a wood burning stove in our home can we have one?

Yes… Simply Fires offer the highest quality Twin Wall insulated flues and components which enable a wood burning or Multifuel stove to be situated almost anywhere and in any building. Due to the difficulty of twin wall flues and the associated components we can arrange an onsite survey as part of the installation process by our HETAS registered installer and can also supply the chimney products through our online store.

What size and output of stove do I need?

Have you tried our HEAT CALCULATOR? It’s on the home page. :) This will provide you with a useful guide of the heat output required for your home.

It is important to try and get the most appropriate output for the area you are trying to heat. If you have the stove in a fireplace it is important to ensure it fits into your fireplace opening with sufficient clearance. Other factors to consider are:

  • The insulation value of the walls
  • Whether the windows are double or single glazed
  • Do you have high or vaulted ceilings?
  • Having stairs in the room will also affect the distribution of heat
  • Archways or door openings into other rooms.

What Chimney Liner size should I choose?

A minimum flue size of 150mm (6 inches) is required for most Wood Burning and Multifuel stoves, but always check the installation instructions. However, the 2010 edition of the Approved Document J permits a minimum flue diameter of 125mm (5 inches) for a closed appliance of up to 20kW rated output which meets the requirements of the Clean Air Act when burning wood. This is normally called a “DEFRA exempt appliance” many of which can be found on our wood and multifuel online store. If in Doubt, please contact us and we will be able to advise you.

What is the best fuel to burn on my stove?

Do not purchase unsuitable fuels or your money will be going up in smoke!

Fire wood should be seasoned beforehand and we recommend burning logs with a low moisture content of around 20%. Unseasoned wood is hard to ignite, burns poorly, produces very little heat as most of the energy is being used to drive off the extra moisture. This will in turn create tar / creosote that can damage the appliance and block the flue, which in turn risk the danger of a chimney fire or fumes escaping back into the room. Burning green or wet wood is very inefficient, creates lots of polluting smoke and in many cases will void the warranty on your stove and flue so must always be avoided.

Of cause, on a multifuel stove you can also burn mineral fuel (Coal) .Always check on the product that your burning that it is suitable for a “closed appliance” i.e. a Stove, and that the fuel you are burning is suitable for use in the Area that you live.

 

What type of Stove should I buy?

You can either purchase a Wood Burning or a Multifuel Stove; however this really depends on personal choice. If you would like the option to burn both Smokeless fuel and logs then go for a Multifuel burner. This style come with a grate and Ash pan to help in the burning of smokeless fuel but if you intend to only ever burn logs on your chosen stove then a Wood Burner will by far the best way forward for your requirements. Check out our store for large selection of both.

Cast Iron or Steel stove what is the difference?

There is very little difference regarding performance between the two materials when talking about the efficiency of a stove; Cast Iron will generally hold its heat longer than steel, but will take a longer time to heat up. It is made in moulds and can include motifs and patterns whereas steel will always be plain. Cast Iron needs to be “Seasoned” (broken in gently) within the first week of burning to avoid cracking; and is definitely recommended.

What kind of Hearth do I require?

A hearth is always required when installing a wood or Multifuel stove; it must be a suitable non-combustible hearth of the right size and specification to protect from any combustible material. It also provides an area to catch any embers or burning fuel that might fall from the fire or stove and clearly highlight the area where combustible material such as carpet must not placed. If in Doubt, ask us.

Have you thought about those little finishing touches? Visit our fireside accessories and purchase a fender or a fireguard to finish of your hearth.

Do I have to install an Air Ventilator?

This will depend on the size of the stove you chose. Any stove that produces over 5KW of rated output will need to have an air vent installed in the room to conform to regulations in Approved Document J of the Building Regulations.

Do I need to install a Carbon Monoxide Alarm?

YES

From 1st October 2010 new legislation was brought in as part of building regulations requiring that a Carbon Monoxide Detector is installed within the room for all new or replacement solid fuel appliances, this also brings peace of mind for both you and your family when the stove is lit that it is running safely.

FREE CO Detector with ALL STOVE ORDERS placed through Simply Fires.

CO alarms should be regularly tested and should not be regarded as a substitute for regular maintenance of the appliance and chimney.

When & How Often Do I need to Sweep my Chimney?

A good chimney / flue is essential to the continuing efficient and safe operation of all solid fuel burning heating and cooking appliances. Sweeping the flue keeps the chimney clear, to ensure the appliance operates efficiently and safely. This removes any tar like deposits and will reduce the risk of a chimney fire. If wet wood has been burnt it is advisable to sweep the chimney more often to remove these deposits. It is recommended that chimney sweeping is best carried out by an approved Chimney Sweep at least once a year. Always check that the sweep is qualified and leaves a sweeping certificate.

The HETAS ‘Find Chimney Sweep’ search makes it easy to find your nearest HETAS Approved Chimney Sweep: http://www.hetas.co.uk/find-chimney-sweep/

What are the Smoke Controlled areas and a DEFRA approved appliance?

Many people frequently ask about the implications of installing solid fuel and wood burning appliances in “smoke controlled areas”. In brief, the Clean Air Act allows Local authorities to declare “smoke controlled areas” in which the emissions of smoke from domestic properties are banned. This act was originally created to prevent the damaging “smogs” that used to frequently occur.

Under the Act it is also an offence to emit smoke from a chimney of a building, which is located in a “smoke controlled area” or to acquire an “unauthorised fuel” for use within a smoke control area unless it is used in an “exempt” appliance. Many parts of the UK are still designated as “smoke control areas”. More details can be viewed at http://smokecontrol.defra.gov.uk, which also gives information on authorised fuels and exempt appliances. A DEFRA approved appliance is one that has passed specific tests for burning wood in smoke control areas. Just because a stove may be described as clean burning does not mean it is automatically approved for use in smoke control areas, which is why the smoke control website should be checked.

How do I measure for Either a Low Fender or a Club fender?

fenderAll you need to do to ensure a perfectly fitting fender is follow the simple instructions bellow, making sure you give all five dimensions for Club fenders. If any of the requested dimensions do not apply to your fender please mark N/A. For low fenders only dimensions A and B are required.

We will always assume that the fender is to sit around dimensions A and B unless stated otherwise.

A: This is the width of your hearth; please give the exact size and we will build in an appropriate plus tolerance.

B: This is the depth of your hearth, please give the exact size up to the front face of your skirting board or wall if no skirting is present.

C: (CLUB FENDERS ONLY): This is the width of your mantle uprights at the relevant fender model seat height, so that we can position the seats so as not to interfere with them.

D: (CLUB FENDERS ONLY): This is the depth of your mantle uprights (i.e. how far they protrude from the wall). This dimension is necessary if dimension C is close to being the same as dimension A and the seats need to finish short up against the front face of the mantle uprights.

E: SKIRTING THICKNESS (CLUB FENDERS ONLY): This is the thickness of your skirting from the wall so that we can finish the base up to the skirting and the seats up to the wall

What does the Fender bespoke/made to measure service offer?

Our bespoke service offers a choice of corner styles and base profiles these being round or square bases with either plain or patterned corners.

It does exactly as it says on the tin, you give us the sizes and we will make your fender.

Fill out a Quick Quote form to get in contact with us today…

 

Why can’t I get a made to measure fire guard?

Due to unfortunate circumstances, out of our control this service has been postponed until further notice. Should this change updates will appear here.

Thank you