FAQ's

Do you install stoves and fires?

We are a retailer and not an installer, although we used to be so we can help with any questions you may have.

We are happy to help with product advice whenever we can but we strongly recommend that you consult a HETAS-registered installer who can advise you based on your specific requirements.

You can search for an installer on the HETAS website: Find Log Burner & Wood Burning Stove Installers - HETAS

What are your opening hours?

We are open from Monday to Friday 9:00 am to 5:00pm  We are closed on Saturday and Sunday.

Do you have a showroom?

We do not have a showroom that is open to the general public. We are an online retailer only. This way we can pass on the benefits to you, the customer, instead of having large overheads like renting a shop space or warehouse.

Can I cancel my order?

If your goods have not been dispatched from our suppliers warehouse we will be happy to cancel and refund you for your order. If your goods have already dispatched and you still wish to cancel your order there will be a cancelation fee which will be deducted from your refund.

See our refund policy here: Refund policy – Cinder stoves

Parcel return fee: £18.00.
Pallet return fee: £50.00.

Can I change my delivery address?

Once your order has been placed we can only deliver to the address entered at the time of purchase.

If you wish to cancel your order and re-order with the new address we can process this if the goods have not yet been dispatched.

My item was damaged when I received it, how do i get it changed? 

It is vital that you inspect your item before signing for it, our products are well packaged and cared for by our couriers on their journey to you but sometimes damages may occur in transit.

Please make us aware immediately via Email or phone with a message and we'll contact you asap.

If you have an issue with any product, Email support@cinderstoves.co.uk with as much information as possible, this will help get your query resolved quickly. Send us your order number, the name on the order, which item is damaged and if you can include an image of the damage that will help process your return or replacement as fast as possible. See our Refund Policy: Refund policy – Cinder stoves

Do you supply to the trade?

Yes. Thank you for your interest in setting up a trade account with Cinder Stoves. Please email info@cinderstoves.co.uk with the following information.

Once we have this Information we'll contact you via Email.

Full name
Company name
Company address
Contact number
Email address
Business website or social media url

How Do I Choose the Right Size Stove?

The size of the stove should match the size of the room you want to heat.

A stove that’s too large can overheat the room, while one that’s too small won’t provide enough warmth.

We can calculate the Kw size that you require for a room, just let us know the dimensions, e.g length, width and height of the room.

Send this info to support@cinderstoves.co.uk and we'll let you know the size you need, including a list of bestsellers from our collection.

What’s the Difference Between Woodburning and Multifuel Stoves? 

Great question!

Woodburning stoves are designed to burn wood only, or heat logs made of wood shavings, the advantage of a wood burning stove is that you have a larger firebox in which to burn as there is no grate, so you can get larger logs in, therefore less time refueling.

Multifuel stoves are just that, you can still use logs, or you can use smokeless coal, or even briquettes. Smokeless coal tends to burn hotter and last a little longer but is generally more expensive than wood.

Multifuel stoves have a grate in the bottom, thereby reducing the size of the firebox, with an ash pan underneath and are designed for use with fuel that needs airflow under and through the fuel to work correctly.

Whichever you choose, it is Vital that you get your chimney maintained i.e swept at least once a year, as you will be surprised by the build up of soot on the liner.