Frequently asked questions

General

How can I pay?

You can pay for your items using debit card, credit card or PayPal.

We also offer finance through Barclays Partner Finance on orders over £500. Please see our finance page for more information.

Can I change my order after I’ve placed it?

Yes, no problem. Please contact us as soon as possible to inform us of any changes you would like to make to your order.

Can I re-arrange my delivery time?

If you need to make a change to the arranged delivery date, you must inform us at least 48 hours in advance of the delivery to arrange another date without any charge. For items on 4-week delivery we require notification of a change to a pre-arranged delivery date 5 days in advance. We reserve the right to charge £45 if redelivery is required.

How can I return a product if I don’t like it?

Once your product arrives, you can return it to us within 14 days. Please see returns and refunds for full details.

What if my items are damaged when they arrive?

All our deliveries require a signature to confirm safe receipt of the product – please make sure you are home to receive delivery. When you receive your delivery, please check the number of items delivered matches the number on the delivery note so that any errors can be reported to the driver immediately.

For all large items delivered, our drivers will unpack the product for you to check and inspect the products. Please take time to check the product carefully and make sure everything is in excellent condition.

Any problems should be reported to the driver at the time of delivery or the Customer Services Team within 14 days.

What are the delivery costs?

Our standard delivery service is free of charge, see individual items for delivery terms. However, some stock items are available next day on an express delivery service which is charged at £15 per order. For more information, please see delivery information.

Do you deliver outside mainland UK?

Home delivery is only available in mainland UK. We are unable to deliver to the Channel Islands, Isle of White, Isle of Man, the Scilly Isles, the Scottish Highlands & Islands, Eire and BFPO addresses.

Will I receive confirmation of my order?

Yes, an order confirmation will be emailed to you once you've placed your order. You can also view your order history by logging into your Want Living account.

Will I get a VAT invoice?

Your order confirmation will include a full VAT receipt.

Electric Stoves

Does the product require assembly?

Yes - our electric products will require a small amount of assembly. The actual appliance is in two main parts - the cast iron stove body, and the electric engine.

Can my electric stove stand on any surface?

Whilst there are no formal hearth requirements for any of our electric stoves the stove must rest on a level flat surface capable of supporting the product’s weight. Carpet is not ideal for an electric stove as air is drawn though the electric engine which could pick up carpet fibres. The buildup of carpet fibres will accumulate over time leading to potential faults with your stove.

Is there a thermostat control?

Yes- it only works when the fire is on the 2kW setting. It's in the form of a dial, situated behind the ash pan door, next to the three switches that control the flame effect and the heat output.

What bulbs do I need for the product?

You will need 2x 11W E14 SES mini spiral bulbs. These have a small screw thread and are available from all good DIY suppliers. Consult the instructions on how to change the bulbs.

How do I clean my fire?

A soft brush (which is clean and dry) is all that is normally needed to remove surface dust and debris from your stove. Avoid using chemicals or wetting the product in any way, as this may damage the finish of your stove.

Can I use an extension lead?

We do not recommend using an extension lead; the appliance must be plugged into its own independent socket. This is due to the load put on an extension lead, which will be too great in most cases.

Can I operate my stove with the door(s) open?

With the exception of the Lincoln, the main door should be closed at all times whilst the product is in operation. In some cases the stove will become front heavy with the door open and presents a risk of tipping.

 

Woodburning / Multifuel Stoves

What is a multifuel stove?

The term multifuel refers to the fact that the appliance is capable of burning wood, smokeless fuel and coal but not at the same time as these fuels have very different combustion requirements, if they are to burn efficiently and correctly. The air controls of the appliance need to be used correctly for the fuel being burnt.

What is a woodburning stove?

A dedicated woodburning stove is designed to burn seasoned wood logs in the most efficient way.

How does the glass on the stove stay clean?

All our woodburning and multifuel stoves incorporate an ‘air wash control’. This feature helps to keep the glass clean when burning wood. Burning the correct coal at the correct rate inside our multifuel appliances will not generate soot deposits, as the fuel burns cleanly - as the name implies, it's smokeless.

Operating the correct air control on the appliance draws combustion air down the inside of the glass, helping to keep it from sooting up, while supplying combustion air into the firebox of the appliance. The firebox is where the fuel is placed.

What is a smoke exempt appliance?

The majority of our appliances have been tested and approved as smoke exempt.

A smoke exempt appliance is capable of burning approved smokeless coal, or has been tested to the DEFRA standard to burn wood logs in a smoke control area. Many parts of the UK are smoke control areas, where you are not permitted to emit smoke from a chimney, unless you’re burning an authorised fuel, or using an exempt appliance.

If you're unsure whether or not you live in a smoke control area, then you can check with your local council. To find them visit: https://www.gov.uk/find-your-local-council

What type of chimney do I need?

It's important to check the type of chimney or flue system you have in your home before you make any decisions relating to the purchase of a stove. A minimum flue height is typically 4.5 metres of straight flue, but the height and termination point must be determined by compliance with current legislation, taking into account the possible effect of surrounding buildings or obstructions. If there are bends in the flue, the total height of the flue may need to be increased.

I don’t have a chimney; can I still have a woodburning stove?

An appropriate chimney will need to be connected to any of our woodburning appliances. A woodburner needs a way to vent the heat, smoke and other gasses above the roof-line of the property. If you don't have an existing chimney, this is not a problem. One can be installed that's suitable for the stove.

What type of hearth do I need?

A hearth is made of non-combustible material and sits beneath the stove, protecting the immediate area surrounding your stove. The hearth must comply with building regulations, and be of a sufficient size and thickness. This ensures that any burning fuel or hot embers do not fall onto any combustible surface surrounding the appliance, especially when the door is opened for refuelling. The hearth also protects the floor beneath the appliance from getting too hot. If the appliance generates less than 100°C (see manufacturer's instructions), a minimum hearth thickness of 12mm is allowed. Care must be taken to ensure that the hearth is capable of taking the weight of the appliance itself, and the material the hearth is placed upon is flat and rigid enough not to cause the hearth to break. The hearth may need to be cut and 'slabbed' to prevent it cracking from the heat.

Who will install my stove?

Visit www.hetas.co.uk to find a qualified installer.

How often should I service my stove?

An annual service is required with all our stoves. The flue may need to be swept more regularly. There is a section in the rear of the instruction manual that is called ‘Servicing Record’. Please keep this section up to date, to allow you to have a record of the service intervals of your appliance, and who carried out the work.

Where can I purchase spare parts for my stove?

To help you identify the spare part you require, please visit our Spares page. Please note that firebricks, grates and log retainers are all considered to be consumable parts, and will require replacing periodically. Frequent replacement of consumable parts points to potential problems with the stove; in this instance, please consult your retailer for advice.

Gas stoves

Do I need a chimney?

Yes - all of our gas stoves require the flue gasses to be vented above the roof-line of the property via a flue. This can be a brick chimney or a metal pre-fabricated flue pipe. Both need to comply with the necessary standards, and be fitted in accordance with Building Regulations. Our gas products are suitable for class 1, class 2 and pre-cast flues.

Who can install the product, and where can I find them?

You will need a Gas Safe registered heating engineer - visit www.gassaferegister.co.uk and search for an engineer by postcode.

What heat output do I need to sufficiently heat my room?

For an accurate calculation of your heat requirement, you will need a site survey to be carried out by a qualified heating engineer. For a basic, approximate estimate of the heat requirement of a room, the following formula can be done: Using the principle that you need 1kW of heat for every 15m3 of space, (in an average insulated room) you will need to measure your room (width, depth and height) in metres then multiply these figures together to get the volume, and finally divide by 15.

So a room 4.5m x 5.5m x 2.3m = 57m3 ÷ 14 = 4.0kW

Once this calculation has been done, you need to decide if there are additional insulation factors that will affect the ability of the room to retain the heat produced by the appliance. A well insulated room of the same size as a poorly insulated room can require as much as 50% less heat demand, this is where a heating engineer can do a more accurate ‘heat loss calculation’.

Do they require a mains electrical supply?

No - none of our gas appliances require mains power to operate. They will continue to work if there is a power cut.

What clearances do I need around the stove for combustible and non-combustible surfaces?

GAS STOVE MODELREAR CLEARANCE to non-combustible materialSIDE CLEARANCE to non-combustible material

Winchester Gas 75mm 75mm
Canterbury & Lincoln Gas 25mm 75mm

 

You will also need a minimum 50mm of hearth protrusion in front.

Does the appliance come with a remote control?

The Winchester gas stove is supplied with a remote control as standard. The Canterbury and Lincoln are both manual-control only.

Do I need to get my stove serviced?

Yes – you'll need to get your stove serviced annually by a Gas Safe registered engineer