Frequently Asked Questions

Most fireplaces are dispatched within 3–5 working days unless a different lead time is shown on the product page. Delivery dates remain estimates and may vary depending on the product and delivery location.

Standard UK delivery is free on orders over £300. Orders below £300 are charged £10.

Full details are available on our Delivery Information page .

Most fireplaces are delivered securely on a pallet using a kerbside delivery service. The driver will unload the order to the nearest safe and accessible point outside the property.

Customers are responsible for arranging suitable assistance to move the fireplace inside after delivery.

Please contact us as soon as possible. We recommend giving at least 24 hours' notice before the scheduled delivery date. Late changes may not always be possible and could result in delays or additional charges.

Yes. Product prices shown on our website include VAT unless clearly stated otherwise.

Yes. Payments are processed securely through trusted payment providers. We accept major payment methods including Visa, Mastercard, American Express, Apple Pay, Google Pay and Klarna where available.

Yes. We supply genuine KRATKI fireplaces, stoves and accessories through our authorised relationship with the manufacturer.

Yes. Our team can help with product selection, heat output, room suitability, flue requirements and installation considerations.

Call us on 01992 934037 or email [email protected].

Wood-burning appliances should be installed by a suitably qualified professional. A HETAS-registered installer can complete the work and certify the installation where applicable.

We strongly recommend professional installation. Fireplaces must be installed correctly and in accordance with the manufacturer's instructions, Building Regulations and any relevant safety requirements.

Product specifications and certifications vary by model. Please check the individual product page and technical documentation before ordering, particularly where EcoDesign, DEFRA or installation compliance is required.

Yes. You can visit our showroom at 2 Warrenwood Industrial Estate, Stapleford, Hertfordshire, SG14 3NU. We recommend contacting us before travelling to confirm that the models you wish to see are available.

Warranty coverage varies by product and manufacturer. Many appliances include a manufacturer-backed warranty, subject to correct installation, use and maintenance.

Please review the product page and our Warranty page for full information.

Eligible unused standard products may be returned in accordance with our Returns and Refunds Policy. The product must be in suitable condition and return charges or deductions may apply.

Please read our Returns and Refunds Policy before arranging a return.

Inspect your order as soon as possible and contact us promptly if you notice any visible damage, missing items or delivery issues. Photographs of the packaging and product will help us investigate quickly.

Bespoke, personalised or specially ordered products may have different cancellation and return conditions. Please contact us before ordering if you are unsure whether a product is treated as a special order.

Yes. Installers, retailers, builders, developers and other qualifying trade professionals can apply for a Halcyon Fireplaces trade account.

Visit our Become a Partner page to apply.

We can provide product guidance and help you locate relevant technical documentation. Final installation decisions should always be made by a suitably qualified installer.

We supply a growing range of genuine accessories and replacement components. Contact us with the product model and part required so we can check availability.

Telephone: 01992 934037

Email: [email protected]