Do you deliver Australia-wide?
Yes. Delivery is a curbside service to a safe, accessible location at your address. It doesn't include carrying goods inside, navigating stairs or installation.
Can I return or cancel my order?
Many of our products are special-order goods made for you, so we don't offer change-of-mind refunds. You're always covered by the Australian Consumer Law, and a request to cancel a confirmed order can be submitted to us in writing. See our Terms of Service for full details.
Do you offer trade pricing?
Yes. Builders, renovators, architects, interior designers and installers can apply for trade pricing across our full range. Apply for trade pricing.
What fuel types do you stock?
Wood, gas, electric and ethanol fireplaces. Wood, electric and ethanol come in inbuilt and freestanding designs; our gas fireplaces are inbuilt, with single-sided, corner, three-sided and see-through models.
Do gas fireplaces need a licensed installer?
Yes. Our gas fireplaces run on natural gas or LPG (tell us which when you order) and use a balanced flue, a sealed pipe that draws air from outside, so no chimney is needed. By law a licensed gas fitter must install and connect them. Clearances and framing details are in each model's installation manual under Downloads.
What if my order arrives damaged?
Inspect your packaging as soon as possible and let us know within 24 hours with photos and your order number — this helps us claim against the carrier quickly. Your rights under the Australian Consumer Law apply either way.
Do your products come with a warranty?
Yes, manufacturer warranties apply on top of your Australian Consumer Law guarantees. Contact us directly if there's a problem — you won't be asked to deal with the manufacturer alone.