Frequently Asked Questions
Do you offer finance on your items?
At Radiant Fires, we want to ensure that everyone can have their dream fireplace, which is why allow payments via Klarna and Paypal which allow split payments.
Do you provide product installation?
Unfortunately, we do not offer an installation service. For any gas fire places you must hire a GAS Safe Registered installer. However, our electric and wooden fireplaces are easy to install, and manuals can be found with the product.
The Item I was looking at is out of stock, when do you restock?
Don’t Worry! We update our stock daily, alternatively you can email us at customersupport@radiantfires.co.uk.
Do I get warranty with purchases from Radiant Fires?
Absolutely, we only work directly with the best manufacturers and we are an official seller for these suppliers. While we hope you should never need it, your covered under the manufacturers warranty and we would be happy to provide you with the relevant contact details for the manufacturer and assist with rectifying any issue.
Can I cancel my order?
Yes sure, we offer a full refund within 14 days of the purchase date. Simply email customersupport@radiantfires.co.uk with the word Refund in the subject line or call us on 0333 090 6652.
Can I change my order?
Absolutely! Simply email us at customersupport@radiantfires.co.uk with the item you want replaced or call us on 0333 090 6652. We’ll then refund the difference or send an invoice to balance the payment.
What time will my delivery arrive?
We’ll let you know on the morning of your delivery when to expect your good/s.
My order is damaged/faulty, can this be replaced?
We are terribly sorry your item is damaged/faulty. Send us an email at customersupport@radiantfires.co.uk with a description and pictures within 30 days and we’ll replace your item.
Where is my order?
You can track your order directly with the carrier with using the information you would have received via email. If you are unable to locate this email, send an email to customersupport@radiantfires.co.uk and we will chase this up for you!
Can I get a copy of my invoice?
Send us your order ID to customersupport@radiantfires.co.uk and we will send an invoice to the email address on file.