Frequently Asked Questions

To assist and guide you, we have compiled a list of frequently asked questions from our valued customers. If there is something you can't find, please don't hesitate to reach out to us. We'll be more than happy to help!

Visiting our showroom

  • We highly recommend scheduling a consultation with us to ensure that we are fully prepared to give you our undivided attention during your visit. Our team members are dedicated to spending 45 minutes going over your ideas in detail. You have the option to book your consultation through our website or by simply giving us a call at the office. We look forward to hearing from you!

  • We appreciate that our office hours from Monday to Friday may not always be convenient for some customers. To better accommodate your needs, we are happy to offer Saturday consultations upon request. This allows us to work together in finding a suitable date and time for you.

  • When discussing your ideas with us, there are a few things you can bring along to make the process smoother. If you already have preferences, gathering photos, pinterest boards, material samples, or color swatches can be immensely helpful. Moreover, bringing your architectural plans will enable us to advise you on the technical details and better understand your vision, especially for refurbishments, new builds, or extensions.

    If you're starting from scratch and feeling unsure, don't worry! We can begin by exploring the products in our showroom and discovering the styles that appeal to you. It would be great if you could provide pictures of your current space and the desired installation area, along with measurements of your existing chimney breast (width and depth).

    Additionally, please let us know if there are any gas lines, plumbing, or sockets related to the project. If you're uncertain, that's okay! We will address any questions or concerns you have.

  • During your consultation, we prioritize your specific requirements, style preferences, and desired timeframe to create a tailored package just for you. We will provide an estimated quote for materials and installation, though please note that this is subject to change until we complete your home survey.

  • Our team loves discussing colours and interiors and would be more than happy to advise you. We'll provide you with some ideas and share our opinion to help you out. If you have flooring samples, colour swatches, and wallpaper samples, please bring along to your consultation.

  • At RPF, we take care of everything for you. From your initial consultation to the final installation, our complete package ensures a seamless experience. A team of dedicated installers, who uphold the highest standards, will handle all the fittings. Rest assured, all fittings at Robert Phillips Fireplaces hold a BCNI commissioning certification, guaranteeing compliance with current regulations. To further alleviate any concerns, we have fully registered Gas Safe Engineers and Plumbers available, should their expertise be required for your installation. If other trades, like a Plasterer, Joiner, or Electrician, need to be involved, we can handle the coordination on your behalf.

  • Once you've had your consultation and thoroughly explored your options, you have two convenient choices. If you're ready to proceed and know exactly what product you want, you can easily book your free home survey with our dedicated team. On the other hand, if you need more time to carefully consider your options, you can always visit us again or simply give us a call. We are more than happy to assist you in scheduling your home survey.

  • Any improvements or changes to your home will require you to consult BCNI at your local council area. BCNI has stated that they cannot enforce applications where one is needed. It is the homeowner's responsibility to ensure all necessary paperwork is in place where any structural work has been carried out; otherwise, this will delay the sale of the property.

    It also gives you the added security of knowing that your new installation has been carried out to the highest standards and will meet all current regulations outlined in the technical booklet.

    If you decide to sell your property, the Solicitor acting on behalf of the purchaser will, in most circumstances, request all BCNI completion certificates for your home. If these are not in place, you will be expected to upgrade any measures to meet the BCNI requirements at that time. We would always advise you to contact BCNI to ensure that you have all the necessary paperwork available. We are more than happy to assist you with the application process and act on your behalf.

Installation

  • We understand that you might be concerned about the installation process. Rest assured, your installer will strive to minimize any mess and inconvenience. Before your fitting, you will receive a comprehensive sales pack containing all the preinstallation advice you need. Please note that due to the nature of the work, some dust may carry and settle over the course of a few days. To make the process easier, we kindly advise you to clear your room as best as possible.

  • After signing off on your quotation and placing the order, we will work closely with you and your installer to schedule the installation date that suits both of you.

  • To ensure optimal performance of your appliance, it is recommended to have it serviced once a year by a qualified service engineer. For further information, please contact our office.

  • Your sales pack will include the name and contact number of your installer. They are available to speak with you directly or answer any questions about your installation.

  • Prior to the installation, there are a few important tasks that should be completed in preparation for the arrival of your fireplace. Don't worry, we've got you covered! Please visit our advice page for more information and helpful tips.

  • If any issues arise after your installation, please don't hesitate to contact our office. We will promptly arrange for the installer to reach out to you directly and resolve any concerns you may have.

Aftercare

  • We understand that each fitting is unique, so we recommend reaching out to your installer to determine when you can start enjoying your new appliance.

    It is important to complete all warranty information promptly, and rest assured, detailed instructions on how to do so will be included in your new appliance documentation. To ensure the validity of any warranty claims, please make sure all necessary documentation is in order. We're here to assist you with any warranty concerns you may have.

  • All our showroom stoves come with varying warranty times; these include five years, ten years, and an option of extended warranty.

    The manufacturer's instructions will give you more detail to confirm what is covered by the warranty and warranty T&Cs, so please make sure to read your manufacturer's instructions.

    If you have cause for dissatisfaction with your appliance or stove, you should first contact our office for our team to assess the nature of the complaint. If the fault is not due to faulty manufacture but to some other cause such as misuse, incorrect installation, or failure to service at regular intervals – a charge will be made to cover the cost of the visit and any new parts required.

  • GAS APPLIANCES:

    In the case of a gas appliance by law, you will need to have a full-service history, so make sure to book your service with your safe gas installer for the following year and every year after that.

    MULTIFUEL & WOOD STOVES

    You will also need to have a service history to keep the warranty valid and to ensure you get the best from your stove. You can contact our office to put you in touch with one of our service engineer to organise this.

    For more information, please refer to our help & advice guide.

  • You can conveniently order your replacement parts through our website. Simply fill out a form to let us know exactly what you need, and we'll take care of the rest for you.

  • Kiln Dried Wood:

    Buying high-quality Kiln wood will ensure you get the best from your stove. All wood should contain less than 20% moisture content and Kiln dried wood is an excellent choice to for your stove. Its low moisture content offers quick, high temperature result with lower particle emissions helping reducing the limit on the environment.

    Never use chemically treated wood or manufactured wood products such as particleboard. Wood can also be bought pre-seasoned (check its authenticity) or kiln-dried.

    Coal:

    We recommend buying smokeless ovoids. They are an anthracite based solid fuel, offering a lower ash content, fantasitic heat output, and will burn longer than traditional house coal.

    Blazin Logs and Greers Coal are local fuel distributors.

  • If any issues arise after your installation, please don't hesitate to contact our office. We will promptly arrange for the fitter to reach out to you directly and resolve any concerns you may have.