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FAQs

Q:How do I locate my Serial Number?

A:Please click HERE to view our instructions on locating your ‘Data Badge’ which will show your serial number.

Q:My appliance doesn’t have a ‘Data Badge’, what do I do now?

A:If you are unable to locate your ‘Data Badge’ your appliance details should all be kept on your original appliance documentation. If you are not able to locate your original appliance documentation, then you can either try contacting your original retailer or give our Customer Services team a call on 01392 474000 who may be able to advise further.

Q.I am unable to log in.

A.If you are experiencing difficulties with logging into ‘Your Account’, please click on the ‘Forgot your Password’ option and enter your email address in the appropriate field and set a new password and then submit.

Q.At what stage will payment be taken?

A.Payment is taken once you have submitted the order.

Q.What is a ‘Split Order’?

A.If your order contains out of stock items, you can choose to ‘split your order’ and have the items that are in stock dispatched. You will not be charged any additional carriage charges for this service.

Q:What is covered by my Warranty?

A:The full details of the warranty are shown in the Terms and Conditions section of this website. The standard warranty period for a spare part is 12 months. This will exclude consumable parts, such as; glass, rope, glue, baffles, bricks, log guards and grates.

Q.Do you have a brochure?

A.We do not have a brochure available to show all spare parts for each appliance, however, at the side of each page you will see the “PDF or Print page” button which will enable you to PDF the page and download it or print it.

Q.Can I still buy my spare parts from my stove retailer?

A.Yes, you can purchase spare parts from your local retailer. To find your nearest retailer, please click HERE.

Q.How much will my delivery cost?

A.Please see our Delivery Rates.

Q.How long will my delivery take?

A.We will endeavour to deliver your order at the earliest opportunity. Please note; due to the wide range of spares that are available not all parts are permanently held in stock. For all stocked parts we would normally expect to despatch your goods within 3 working days. For parts not currently in stock please contact our customer services department on 01392 474000 to obtain an approximate lead time.

Q.Can you deliver to an address other than my own?

A.Yes. We will be pleased to arrange this for you. Simply enter the UK Mainland delivery address during the checkout process. Please refer to the Delivery & Returns section of our website for restricted addresses.

Q.Can I track my order?

A.No, we currently do not offer this facility online. If you want to track your order you will need to contact Customer Services 01392 474000.

Q.Is Value Added Tax (VAT) included in your prices?

A.Yes. Businesses and individuals registered for VAT can generally reclaim this. Stovax Limited’s VAT number will be on your invoice.

Q.Will my payment be secure?

A.We regard security as extremely important and protect all data, including Credit Card information, with firewalls and virus/intrusion protection software. Our payment handler is Global Iris Re-direct by Realex Payments Holding Ltd. Please also see our Privacy Policy for more information.