FAQS
Learn about the frequently asked questions at Bespoke Fireplaces
Cost of Usage
The short answer is, our electric fires are an extremely cost effective heating solution.
Our fires on max heat are 1.6kw.
If a property pays £0.10p per KW then the following example would apply.
1.6kw (fire) X £0.10p (cost per kw) would = 18p per hour of max usage.
x 8 hour day usage = £1.28p per day cost.
Do you provide an installation service?
We are now offering full installation on:
• All marble suites
• All Modular media walls.
Please kindly contact installations@thecostllogroup.co.uk to find out more.
Do you offer a warranty with your electric fires?
All of our Bespoke Panoramic X and S range come with a premium 10-year warranty. The aftercare provided by Bespoke Fireplaces is unrivaled.
Please note, we have upgraded our Bespoke Fireplace 3DP warranty from a standard 3-year warranty to a premium 5-year warranty. A testament to the quality of our work and products.
Do you offer collection?
Yes! Please just add a note to checkout or call our showroom and inform a member of the team that you would like to collect your order. Please ensure you have checked you have a suitable vehicle before deciding to do this.
Please note: marble can not be collected.
What is the cost of delivery?
Premium Electric Fires & Media Wall Kits
Express Delivery — £60 (order before 12 pm)
Delivery within 3 working days. This is a kerbside service, fulfilled either by one of our delivery teams or via pallet delivery by an approved national haulage company. The driver will deliver to the outside of your property and cannot carry goods inside. You may need assistance to move your fire indoors. For a more accurate delivery window and to confirm the service available at your address, please contact our customer service team.
Next Working Day Delivery — £99 (order before 12 pm)
Delivered next working day on a pallet via one of our approved national haulage companies. Kerbside delivery to the outside of your property. You may need assistance to carry your fire inside.
Free White Glove Delivery (within 4 weeks)
Your fireplace will be hand-delivered to your home by one of our approved delivery teams within 4 weeks. To check when we’re next in your area, please contact our customer service team (https://www.bespokefireplaces.co.uk/contact). We strongly recommend this option for a smooth, professional delivery experience.
Luxury Marble Suites
Free White Glove Delivery (within 4 weeks)
Hand-delivered by our approved delivery teams within 4 weeks. To check when we’re next in your area, please contact our customer service team (https://www.bespokefireplaces.co.uk/contact). We strongly recommend this option for a smooth, professional delivery experience.
FluteSlat™ Wall Panels
Free Express Delivery (within 3 working days)
Deliveries are kerbside only. Smaller orders are delivered by our own team or by a reputable third-party courier. Larger or bulk orders may be sent pallet-only via the national haulage network. For kerbside and pallet deliveries, the driver will deliver to the outside of your property and cannot carry goods inside. You may need assistance to unload and move the panels. Customers are responsible for disposing of any pallets. For an accurate delivery window and to confirm the service available at your address, please contact our customer service team.
Pre-Orders
Pre-Order Items
Products marked “pre-order” may take up to 8 weeks to be delivered from the date of purchase. Our customer service and logistics teams will keep you updated so we can deliver your dream fireplace as soon as possible.
Delivery Notices & Receiving Your Product
- Express and Next Day services are kerbside only. Goods may arrive on a pallet and be left outside your property.
- Please ensure two people are available to move goods safely inside.
- Customers are responsible for disposing of pallets.
- Please make suitable arrangements for when your delivery is expected.
How are your marble suites delivered?
All of our luxury marble suites are hand delivered by one of our team straight to your door, ensuring it arrives in peak condition.
What is the difference in the Bespoke Luxe Log upgrade that you offer?
The Bespoke Luxe Logs are the newest addition to The Panoramic range. Each log is carefully handcrafted to create the most realistic campfire effect.
- We offer HD+ Logs as a standard with all our fires.
- If you prefer a clean engineered look, you can upgrade to our British Woodland Luxe Logs.
- If you would like the ultimate woodland fire experience in your home, opt for the British Woodland Oak logs.
Does the mood lighting come with every fire?
All our luxury marble suites come with mood lighting. This gives you complete control of the ambiance of your room with the ability to increase and decrease the intensity of the LED light around the suite. Our remote-controlled media mood lighting is a cool white light and is not multi-coloured.
Where are your suites made?
Each suite is handmade by our team of expert stonemasons on-site at our factory.
Do you offer an NHS discount?
We support all of our emergency workers from the police, firefighters, nurses, and doctors. Please contact us with proof of status and we will arrange for a discount code to be sent to you.
Do the fires require ventilation?
100mm is required at the top of the fire for ventilation.
How can I see the marble choices if I can’t get to your showroom?
There are two ways that you can get a feel for our luxury marble suites. You can order one of our luxury marble sample boxes or you can video call one of our team by contacting us through our Whatsapp service.
What is the warranty on my fire?
We provide a 10-year warranty on all X and S Panoramic Fires
What is the delivery time?
Delivery Information
Premium Electric Fires & Media Wall Kits
Express Delivery — £60 (order before 12 pm)
Delivery within 3 working days. This is a kerbside service, fulfilled either by one of our delivery teams or via pallet delivery by an approved national haulage company. The driver will deliver to the outside of your property and cannot carry goods inside. You may need assistance to move your fire indoors. For a more accurate delivery window and to confirm the service available at your address, please contact our customer service team.
Next Working Day Delivery — £99 (order before 12 pm)
Delivered next working day on a pallet via one of our approved national haulage companies. Kerbside delivery to the outside of your property. You may need assistance to carry your fire inside.
Free White Glove Delivery (within 4 weeks)
Your fireplace will be hand-delivered to your home by one of our approved delivery teams within 4 weeks. To check when we’re next in your area, please contact our customer service team (https://www.bespokefireplaces.co.uk/contact). We strongly recommend this option for a smooth, professional delivery experience.
Luxury Marble Suites
Free White Glove Delivery (within 4 weeks)
Hand-delivered by our approved delivery teams within 4 weeks. To check when we’re next in your area, please contact our customer service team (https://www.bespokefireplaces.co.uk/contact). We strongly recommend this option for a smooth, professional delivery experience.
FluteSlat™ Wall Panels
Free Express Delivery (within 3 working days)
Deliveries are kerbside only. Smaller orders are delivered by our own team or by a reputable third-party courier. Larger or bulk orders may be sent pallet-only via the national haulage network. For kerbside and pallet deliveries, the driver will deliver to the outside of your property and cannot carry goods inside. You may need assistance to unload and move the panels. Customers are responsible for disposing of any pallets. For an accurate delivery window and to confirm the service available at your address, please contact our customer service team.
Pre-Orders
Pre-Order Items
Products marked “pre-order” may take up to 8 weeks to be delivered from the date of purchase. Our customer service and logistics teams will keep you updated so we can deliver your dream fireplace as soon as possible.
Delivery Notices & Receiving Your Product
- Express and Next Day services are kerbside only. Goods may arrive on a pallet and be left outside your property.
- Please ensure two people are available to move goods safely inside.
- Customers are responsible for disposing of pallets.
- Please make suitable arrangements for when your delivery is expected.
- You may need assistance moving your items inside. Please be advised to make suitable arrangements when for your delivery is expected.
What are the real logs like?
The real logs are from British Woodland and are as authentic as you could wish for.
Do you offer a money-back guarantee?
We do offer refund policy for customers not 100% satisfied with their purchase within 14 days of delivery.
