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FAQ

Electric Fire FAQ's

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

Absolutely not. One of the advantages to owning an Electric Fire is that they don't emit fumes and so a chimney or flume is not necessary. You simply plug it in, turn it on and enjoy the future of home fires.

Who can install my new Electric Fire?

Most of our electric fires can be installed by the user (though only if you are confident in doing so). Simply hang it on the wall, place it in your hearth surround, plug it in and turn it on.

If you require further help or need specific work done by a professional such as wiring in a fire direct to the mains, we recommend our customers use Rated People where you can find a local tradesman - https://www.ratedpeople.com

How do I clean my Electric Fire?

Before you clean your fire, be sure to have switched it off and have allowed it to cool. Using a damp cloth (not wet), gently wipe over your electric fire. You can use a standard, household glass cleaner on the glass of the fire but please ensure not to use any other abrasive cleaner which could lead to damage.

Where can I buy spare parts for my Electric Fire?

You can email into us at sales@radiancefireplaces.co.uk and we can organise for a spare part to be sent out to you.

Can my fire be used as a primary heat source?

The choice is up to you but we would recommend that the fires sold at Radiance be used in conjunction with your home's central heating and not as a primary source of heat.

 

Placing An Order

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 on 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 may be a few issues we can look into: 

  1. Our emails might be going to your junk or spam folder
  2. There may 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 address to support@radiancefireplaces.co.uk

 

What happens after I receive my order confirmation?

We double-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 delivery (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?

Our couriers require a contact number to ensure a smooth delivery of your order. We won't give your number to anyone else, it’s kept private and confidential. Plus, if there are any issues with your order we can contact you quickly and easily.

 

Is it safe to buy online through your website?

Absolutely. Radiance Fireplaces strives to provide our customers a safe and smooth customer experience. This site uses Trusted Site and Mcafee Secure as well as SSL encryption technology so that you never have to worry about credit card safety or identity fraud.

 

Deliveries

Where do you deliver?

We deliver to the United Kingdom - Mainland only.

 

Do you deliver outside of 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 1 week of processing your order but it can vary depending on the product type, brand or supplier. Some of the large Electric Fireplace Suites are built to order and so these will usually take longer. 

 

How long does it typically take for my purchase to arrive once it’s despatched?

Between 2-7 business days. The rule of thumb is the larger the item, the longer it will take to reach you.

 

Can my order be delivered to a PO box?

Unfortunately not. We cannot deliver to PO Boxes.