FAQs
Find answers for order & delivery, electric fireplaces and heaters.
Ordering & Shipping
1. What countries do you ship to?
We currently ship within the United Kingdom only.
2. How much does shipping cost?
Shipping is free for most mainland UK orders, with delivery costs already included in the product price.
For certain remote or offshore areas (such as the Scottish Highlands, Isle of Wight, Northern Ireland, and Channel Islands), a delivery surcharge may apply depending on your postcode.
Areas with potential surcharges include postcode regions such as:
DG, EH, FK, G, KA (1–26, 29–30), KY, ML, PA (1–19), DD, PH, AB, IV, KW (1–14), PH (19–40, 49–50).
If you're unsure, feel free to contact us at sales@howarm.co.uk before placing your order — we're happy to help.
3. When will my order be delivered?
Most orders arrive within 4–8 working days.
We dispatch within 24–48 hours (Mon–Fri), and delivery typically takes 2–6 working days after dispatch.
Orders with multiple products, or products that come in multiple parts (more than one box), may be delivered on separate days.
If your order hasn’t arrived within 20 days, please contact us at sales@howarm.co.uk.
4. How do I track my order?
Once your order is shipped, you’ll receive a shipping confirmation email with your tracking link and order number. After your order is delivered, you’ll receive a delivery confirmation email.
You can track your order anytime here:
👉 Track My Order
If you need further assistance, please feel free to contact us at sales@howarm.co.uk
After Sales
1. Can I return my item if I don’t like it?
Yes! You can return your item within 30 days of delivery.
- Items must be unused, in original packaging, and resaleable.
- Delivery costs are not refunded for non-fault returns.
- To return, email sales@howarm.co.uk for instructions.
- Faulty or damaged items will be fully refunded, repaired, or replaced.
2. What should I do if my item arrives damaged?
If your item is damaged:
- Refuse delivery if the driver is present, or accept it and report immediately.
- Email sales@howarm.co.uk
to create a return request. - Upload photos of the damage via the return portal.
We will respond as soon as possible.
3. How long will it take to receive my refund?
Once we receive your return, we will inspect the item and notify you of its status. If approved, we will process your refund to your original payment method.
- PayPal refunds: May take up to 48 hours.
- Credit card refunds: May take 7–14 business days, depending on your card issuer.
Others
1. Do you offer a warranty?
Yes, we offer a 1-year warranty on all our products.
2. Where can I find my invoices?
If you need an invoice, please contact our customer service team. You will receive via email the invoice within 24h: sales@howarm.co.uk
Pricing & Value
1. Why do your fireplaces vary in price?
Prices differ due to dimensions, build depth, heating power, flame effects, colour options and control features.
2. Are your fireplaces good value and reliable?
Our fireplaces are built to a high standard with full after‑sales support. We offer a 1‑year warranty plus 30‑day full refunds for damaged items.
You can visit our showroom in person or read our customer reviews to see feedback from previous buyers
3. How much does it cost to run?
It depends on the heat setting.
Most of our fires run at either 0.9kW or 1.8kW, so that’s roughly 0.9–1.8 units of electricity per hour when heating.
Use the 1.8kW setting to warm the room quickly, then switch to 0.9kW to maintain the temperature — that works out at under 1 unit an hour.
Installation
1. Are electric fireplaces easy to install?
Installation manuals and detailed step‑by‑step installation videos are provided with every unit.
2. Can I mount a TV above it?
It depends on the vent position. If the heat vents from the front or bottom, you can usually mount a TV above it. If it vents from the top, we wouldn’t recommend it.
Vent positions vary by model, so please check before ordering — or ask us and we’ll point you to the right one.
3. Do I need an electrician to install an electric fireplace?
No electrician needed. All you need is a standard plug socket and space for the fire. Inset and wall-mounted models need a bit of DIY, but there’s no rewiring involved.
Safety
1. Is it safe to leave on overnight?
Yes. All our fireplaces are CE/UKCA certified with overheat protection and cool-touch housing. They are designed for safe, long-duration use.
2. Is it safe around children and pets?
Yes — there’s no real flame, so no risk of burns. The surface stays cool to the touch, and all models have overheat protection and auto shut-off.
As with any electrical appliance, we’d still recommend keeping an eye on children and pets when it’s in use.
Features
1. Can it heat a whole room, or is it just for ambiance?
It does both. Our fireplaces provide supplemental heating for rooms up to 400 square feet, while delivering a realistic flame effect that works with or without heat — so you can enjoy the ambience all year round, even through summer.
2. Can I use the flame without heat?
Yes, all our fires have a flame-only setting. You can switch the heating off and keep the LED flame effect running, which is perfect for summer. It uses just 3–4W, so running costs are minimal.
3. What’s the difference between 900W and 1800W heating modes?
The 900W mode is the low setting. It keeps the room at a steady temperature and uses less energy.
The 1800W mode is the high setting. It warms the room up quickly.
Use high to heat up, then switch to low to stay comfortable.
Selection
1. How do I choose the right electric fireplace for my space?
Start with your required dimensions – this is the most important factor.
Choose your installation. wall-mounted, inset, or freestanding.
Pick fireplace style, such as single-sided or three-sided models.
All our models share the same core functions: dual heating modes and flame-only mode for year-round use. Only small variations exist in heating power, flame colours, and timer settings — so you can pick the one that best suits your room size and comfort preferences.
2. Can I see what it looks like in a real room?
Yes, we have a showroom in Manchester. You can visit us by arranging a time in advance.
For more details, visit our showroom page or contact us at sales@howarm.co.uk.
3. Single-sided vs. three-sided — which should I choose?
It depends on your installation and how much of the flame you want to see.
Single-sided: flame visible from the front only. Available as inset, wall-mounted or freestanding.
Three-sided: flame visible from the front and both sides. Only available as inset or freestanding — not wall-mounted. For inset, both sides need to be left exposed.
If you want a wider, more panoramic flame view, go for three-sided. If you're wall-mounting, you'll need single-sided.
4. What’s the difference between wall-mounted, inset, and freestanding models?
Wall-mounted: fixes straight onto the wall. No building work needed, saves floor space, and adds a focal point to a blank wall.
Inset: built into the wall so it sits flush. Looks sleek and seamless, but needs a recess cut out — best for a permanent install during a renovation.
Freestanding: no installation at all. Just plug it in and place it on the floor or a low table. Ideal for renters — leaves no marks and can be moved with you.
5. What should I look for when buying an electric fireplace?
Make sure it fits your space, suits your style, and has the features you need. The key things to consider are size, looks, heat output and running costs, flame effect, safety, controls, and price.
Care
1. How do I clean and maintain my electric fireplace?
They’re very low maintenance — no logs, no ash, no flue. Just dust it regularly.
For the glass front, wipe away fingerprints and dust with a cloth dampened in warm soapy water, then dry with a clean cloth.
Always unplug it before cleaning.
