Frequently Asked Questions

Listed below are some of the most popular questions we at Flames get asked. Please check here to see if you have a similar query. If you still have a question and you can't find your answer listed here, please don't hesitate to get in touch and we'll do all we can to help.

Do you offer finance on your fireplaces, stoves and fires?

You can take advantage of competitive finance options for all our products valued at £375 or more, with flexible terms of up to 36 months. Many products also qualify for 0% finance, making it easier for you to manage your budget. If you're interested in financing, please contact us at sales@flames.co.uk with the details of the product you’re considering, including any relevant options, and we'll provide you with a link to the application form. The online finance application process is straightforward, taking only about five minutes, and there’s no need for printing any paperwork.

Additionally, we offer the convenience of Klarna at checkout, allowing you to split your purchase into three easy payments. With Klarna, you can spread the cost of your purchase over time by simply entering your preferred credit or debit card details. Your first instalment will be collected upon order confirmation, with the second and third payments due 30 and 60 days later, respectively. Best of all, this option incurs no interest or fees, making it a hassle-free way to manage your purchase.

Will my chimney need lining to have a gas fire?

Whether your chimney needs lining for a new gas fire depends on the type of fire you choose and the condition of your existing chimney. Some modern gas fires, particularly high-efficiency models, may require a flue liner to ensure safe operation and optimal performance. Lining helps improve draft, reduce condensation, and protect the masonry inside your chimney from corrosive byproducts. It’s best to have a professional survey your chimney to determine if a liner is necessary for your specific gas fire model. Gas Safe registered installers can guide you on this requirement, helping you achieve both safety and efficiency with your new installation.

Do you have a showroom where I can look at products before purchase?

Absolutely! Our showroom in Middleton, Manchester, established in 2006, offers an extensive display of fireplaces, wood-burning stoves, gas fires, and electric fires. Many of our showcased items are exclusive to the showroom and not available online, providing you with the unique opportunity to see a wide range of options up close. If you're interested in a specific product, we recommend calling ahead so we can confirm its availability on display. Our team is ready to help you find the ideal piece to enhance your home.

Can I collect my order from the showroom and will it speed up my order?

Yes, we’re happy to offer showroom collection for your convenience! For orders you wish to collect, please call us to place the order over the phone. We’ll take a deposit at that time, with the remaining balance due upon collection. After placing your order, we’ll check stock availability; if items aren’t currently in stock, we’ll notify you as soon as they arrive. To ensure your order is ready, please contact us prior to collection so we can have everything prepared for you.

Your website asks me to call for price on certain products - why is that?

Some manufacturers enforce strict policies regarding online pricing, which means we’re unable to display prices for these specific items on our website. However, we’re happy to provide you with competitive pricing over the phone or by email. Simply get in touch, and we’ll be glad to assist with the details.

Should I wait for goods to arrive before commencing any building work or booking an installation date with my fitter?

We strongly recommend waiting until your goods are delivered and inspected before scheduling any building work or booking an installation date with your fitter. Depending on the type of product, it’s also advisable to have a survey conducted by a qualified professional—whether a Gas Safe registered installer, HETAS-certified installer, or a qualified electrician. They can assess the compatibility of your chimney, flue, and property, ensuring everything meets the required standards.

Once your items arrive, inspect them thoroughly for any potential damage or faults, and take precise measurements directly from the product. This step helps prevent costly mistakes with construction or wall aperture sizing, as manufacturers may occasionally update product specifications without notice. Waiting to confirm everything also protects against the rare chance of delivery delays or receiving a damaged item.

Are products purchased from your website covered by the manufacturers guarantee?

Yes, all products purchased from our website are fully covered by the manufacturer's guarantee. As an authorised supplier, we source all goods directly from the manufacturers, ensuring you receive genuine products with full warranty protection. Unlike some sellers, we do not work with third-party suppliers, allowing us to maintain close relationships with our manufacturers. In the unlikely event of a fault within the warranty period, we’re here to assist by working directly with the manufacturer's service team to resolve any issues promptly on your behalf.

Do you offer a price match service?

We always aim to offer the most competitive prices across our entire range and take pride in providing high-quality products with excellent customer service. However, we may not always be able to match every price you come across. Sometimes, other retailers may sell certain models at reduced prices due to bulk purchasing agreements or because they’re clearing out older stock, which can impact their pricing flexibility.

In addition, our commitment to working directly with manufacturers ensures that you receive genuine, warranty-covered products with the peace of mind of full aftercare support. While we’ll do our best to be as competitive as possible, our focus is on offering exceptional value and reliability, so we cannot guarantee to beat every price on the market.

We’re committed to providing outstanding value, so if you do happen to find the same product offered at a lower price by an official stockist, please feel free to email us with the details. In most cases, we’ll look into the pricing and do our best to match or offer a competitive alternative. While we can’t guarantee to match every price, we’re always happy to review specific cases to ensure you’re getting the best possible value with us.