Frequently asked questions


How quickly do you deliver goods out?

If the item is in stock we aim to deliver within 3 days. Due to the large number of products we sell it is not possible to stock them all, therefore delivery will vary by item. Once we have received your order you will be advised of delivery time before any payment is made.

Why don't you do next day delivery?

  1. We do not hold all products in stock.
  2. We do not deliver items direct from our suppliers to the customer using couriers, all items are delivered to our premises and checked prior to despatch.
  3. All items are delivered using our own vehicles and time slots are generally booked up 24 – 48 hours in advance.

Can I request am or pm delivery?

Yes, if you want your item delivered at 6am before you go to work or 7pm after work just let us know.

Can I request weekend delivery ?

Yes, any time no problem, just let us know.

Will you deliver to an address other than the billing address ?

No, in order to help combat credit card fraud we will only deliver to the registered payment address.

What if I am out when my delivery arrives?

Please don't be. You will be given written and verbal confirmation of date & time of your delivery. Please give as much notice as possible if you cannot keep to the time. If we arrive on time and nobody is home, you will be charged for a second delivery.

Will my purchase be checked before leaving your warehouse?

Yes, all items are inspected prior to despatch.

What is the cost of delivery?

Free within 50 miles of LE65 or LE9. 40 pence per mile after that. 

Example: If you live 100 miles away, the first 50 miles are free, the second 50 miles are chargeable at 40p per mile. Total delivery charge - £20.00

Are the products you sell new?

Yes, all products we sell are brand new direct from the manufacturers. Occasionally we will have ex-display or slight seconds for sale but these will be clearly marked as such.

Can I collect from your store?

Yes, when your items are in stock we'll let you know. Please note a suitable vehicle is required for fireplaces.

What do I do if I have any questions prior to placing an order ?

Please give us a call. After receiving your order we will call you to discuss your order prior to any payment being taken.

Can I choose the size of my fireplace?

Only on some models, the available sizes will be shown with the fireplace.We do have a workshop where we can make alterations. For example if you require an odd sized hearth to fit an existing carpet hole.

Do I have a choice of material?

Only on some models.

Are your fireplaces suitable for solid fuel?

Most are or can be adapted for solid fuel use.

Will your fireplaces suit an existing fire?

Yes, most of the fireplaces are shown with a 16” fire but if you have an 18” or larger we can alter the back panel to suit.

Will your fires suit an existing fireplace?

Most will, but give us a call to discuss your existing fireplace and we'll let you know the most suitable types.

Do you install your fireplaces?

Yes, Ashby stoves have over 30 years experience in the manufacture, installation and alteration of fires and fireplaces and are a HETAS registered company, fully insured (£5 million cover) with our own installers.

Can you arrange gas, solid fuel and electric installations with another installer?

We do not arrange installations ourselves, but over 30 years we have built up a relationship with local installers we are happy to recommend. For distance installations visit the HETAS website or the Gas Safe Register website for installers in your area.

Can I install the fireplace myself?

Gas and electric fireplaces can be installed by any competent person but any electrical work, gas pipe alterations & fire installation should be carried out by a qualified person.

Can I install a solid fuel fireplace or stove myself?

Yes you can but all solid fuel installations come under document J of building regulations and any installations or alterations carried out by a non qualified person must be inspected and passed by your local building control officer. Its simpler and more cost effective to have your installation carried out by a HETAS registered engineer.

Do your prices include VAT?

Yes and free delivery within 50 miles of the LE65 or LE9 postcodes.

How do I pay for my order ?

Once we have received your order we will call you to ask a few questions to make sure what you've ordered is correct. Then unlike most other websites we will only require a 20% deposit to confirm your order. The final balance is only payable upon delivery of the items or if you are having your fireplace installed upon completion.