Frequently Asked Questions about our Fireplaces and Hearths

Are your fireplaces and hearths made from solid stone?

Our Natural Bath Stone Fireplace Surrounds

Every one of our surrounds is hand‑crafted from genuine English SOLID Bath stone (Stoke Ground) — a naturally light‑coloured stone that complements almost any interior design scheme. The presence of quartz lines, fossilised shell, and ancient mineral markings ensures each surround and hearth is unique, characterful, and beautifully individual.

We do NOT offer:

Reconstituted stone

Reclaimed stone

Cast or reformed stone

Cultured stone

Any poured‑aggregate moulded products

Any foreign limestone (including hollow types)

We carve only from solid English natural Bath stone, ensuring authenticity, durability, and the timeless beauty that only true Bath stone provides.

Can we fit the surround ourselves?

Installation Guidance & Important Information

We strongly recommend using a qualified stonemason or builder to ensure your new surround is fitted securely and professionally. With your order, you will receive:

Step‑by‑step fitting instructions

Fixing brackets and screws

Dowel

Pointing mortar made from Bath stone dust and natural lime

Due to our busy schedule, we are unable to offer site visits or installation services unless you are within 10 miles of our workshop.

Handling & Safety

Bath stone is a natural, very heavy material. For safety:

Always lift with a minimum of two people

Never attempt to lift any stone section alone

Ensure one person is positioned at each end of every stone piece

This is essential to prevent injury and avoid accidental damage to the stone.

Moisture, Colour & Care on Arrival

Your fireplace may arrive with some natural moisture content, meaning the stone may appear:

Slightly darker

Slightly softer to the touch

This is completely normal. Once installed and exposed to air circulation, the stone will harden and gradually return to its lighter natural colour over the following weeks. Some surface dust may also be present.

Please take extra care when placing the sections onto the floor during installation.

Hearth Bedding Requirements

When bedding your hearths, it is essential to follow the instructions provided:

Use the recommended mortar bed

The bed must be solid and continuous

Do not spot‑bed — hollow spaces beneath the stone can cause cracking or instability

Installer Booking & Delivery Responsibilities

To avoid unnecessary costs:

Do not book your installer until you have received and checked your fireplace

Ensure all components are present and undamaged before confirming installation

We cannot be held liable for:

Installer costs if the fireplace has not been checked prior to their arrival

Delays caused by late delivery on the day

Damage not reported within 24 hours of receipt

If damage is not reported within the first 24 hours, we are unable to submit a claim to the haulage company, and the buyer would be responsible for:

Replacement stone

Carving costs

Redelivery fees

Appliance Installation Requirements

Any heating appliance must be installed by a registered professional, depending on the fuel type:

Gas Safe engineer for gas appliances

HETAS engineer for solid fuel

OFTEC engineer for oil appliances

Qualified electrician for electric fires

I would like the surround made smaller/larger

Standard & Made‑to‑Measure Fireplace Surrounds

All our surrounds are individually hand‑carved to the standard sizes advertised on our website. However, because the stone‑cutting process uses wet‑cutting saws, we are also able to offer made‑to‑measure surrounds or fully bespoke designs.

Made‑to‑measure fireplaces are currently delivered in approximately 5–6 weeks from receipt of order/cleared funds, depending on the design. For a personalised quotation, please contact us with your required design, dimensions, and location.

Payment Terms

Standard size fireplaces purchased directly through our website require full payment at checkout (card/PayPal).

Made‑to‑measure orders require a minimum 50% non‑refundable deposit to secure your order.

The remaining balance must be paid in full 3 working days before dispatch.

Orders £300 or below must be paid in full at the time of ordering.

At no point can the outstanding balance exceed £500.

Example: If your fireplace costs £2000, the deposit required is £1500, with the remaining £500 due 3 working days before dispatch.

Your fireplace will not be dispatched until all funds have been received and cleared.

Stone Cutting Tolerances

As Bath stone is a natural material, and due to the wet‑cutting process, there may be a few millimetres of tolerance in the finished measurements. This is normal and expected with hand‑carved natural stone.

Delivery & Haulage Costs

Free delivery applies to standard‑size pallet deliveries and fireplaces only (not hearths) within England and Wales to a residentail address.

If your order requires an oversized pallet wider than 1200mm, a haulage fee will apply because the courier charges for two pallets. Please contact us for a personalised delivery costing if you believe your order may require an oversized pallet.

Are your fire surrounds suitable for all types of fires?

Fuel Compatibility & Customer Responsibility

Yes — all our surrounds and hearths are fully compatible with:

Open fires

Woodburners

Multi‑fuel stoves

Gel fires

Gas fires

Electric fires

As stonemasons, we do not sell or advise on appliances such as stoves, fires, or inserts. Your appliance supplier or installer will be able to advise on suitability, clearances, and installation requirements.

It is the customer’s responsibility to ensure that all chosen measurements comply with current Building Regulations and any appliance‑specific requirements.

How long will it take from order to delivery and will the driver bring the stone sections into the property?

Lead Times for Standard & Bespoke Fireplaces

Standard‑size fireplaces are typically ready 4–5 weeks from receipt of cleared funds. For bespoke or made‑to‑measure surrounds, delivery schedules are confirmed during initial correspondence and are currently around 5.5 weeks, subject to weather and traffic conditions. You will receive email updates throughout the process.

During our busy Autumn/Winter period, timescales may increase — please check before ordering.

Weather‑Related Delays

Due to unpredictable British weather, we cannot be held liable for costs if your fireplace must be delivered on a different day than originally planned. We will always make every effort to deliver on the agreed date, but adverse weather can affect both stone cutting and safe transportation.

Delivery Methods

Free Personal Delivery – Within 50 Miles of GL6 0QD

If you live within 50 miles of our workshop, we will personally deliver your fireplace free of charge.

National Haulage Delivery – England & Wales

Outside this radius, delivery is via a national haulage company on a secured pallet. Please note:

This is kerbside delivery

The driver cannot assist with unloading or checking the stone

The driver is not employed by us

You will need two strong people to carry the sections into your home

If an oversized pallet is required, a delivery charge will apply.

Vehicle Access Requirements

Deliveries are made using a large vehicle with a tail lift, up to 18 tonnes (similar to a single‑deck bus). Your road must be suitable for this size of vehicle.

If access is tight, please contact us before purchase to check whether your local depot can offer a 7.5‑tonne tail‑lift lorry.

A pallet truck cannot be pulled over:

Gravel

Grass

Inclines

Uneven surfaces

This is strictly a kerbside drop‑off.

Checking Your Delivery

With two strong people, please check all stone sections upon receipt for any damage. If damage has occurred:

You must notify us immediately

Claims cannot be made after 24 hours

After this time, responsibility passes to the buyer

Signing for the goods confirms they were received in good condition.

Installer Booking

Do not book your installer until:

You have received your fireplace

You have checked all sections

You are satisfied everything is correct

If damage is discovered after your installer arrives, we cannot cover any associated costs.

If a replacement is required, please remember:

New stone must be cut

It must dry

It must be carved

It must be redelivered

This may take several weeks.

Haulier Delivery Details

Deliveries are Monday–Friday, 8am–6pm

No phone call is made beforehand

Delivery time depends on traffic, weather, and the number of drops in your area

A signature is required

You must provide two strong people to lift the stone

If access is unsuitable or no one is available to sign, a redelivery charge will apply.

Personal Collection

You are welcome to collect from our workshop in Nailsworth, Gloucestershire:

Monday–Friday

10am–2pm

By pre‑arranged appointment

We do not accept collections by couriers or hauliers.

If collecting:

Bring a suitable vehicle

Bring blankets or padding

Stone will be loaded into your vehicle loose, not palletised

Timescales remain the same as delivery orders

Hearth Deliveries

We only accept hearth orders for personal delivery within 30 miles of GL6 0QD. Otherwise, you are welcome to collect personally from our workshop (Mon–Fri, 10am–2pm). We do not offer free UK delivery on hearths.

What payment do you accept?

Payment Methods

We currently accept the following payment options:

Bank transfer

Personal cheque (must clear in full before dispatch)

Cash on collection if you are local

Debit/credit card via PayPal (you do not need a PayPal account to use this service)

If you purchase a standard‑size fireplace directly through our website, payment is taken in full at checkout — not as a deposit.

Deposits for Made‑to‑Measure Orders

For made‑to‑measure fireplaces or hearths ordered via email or message:

A minimum 50% non‑refundable deposit is required if the total is £300 or over

At no stage can the outstanding balance exceed £500

The remaining balance must be paid in full and cleared at least 3 working days before dispatch

Examples:

A £300 order → full payment required

A £2,000 order → £1,500 deposit, £500 balance due 3 working days before dispatch

We cannot dispatch your fireplace or hearth until all funds have cleared.

Payment Terms for Installation

If we are carrying out the installation (within our service radius), the remaining balance is due in full on the day of fitting.

How much are the delivery costs?

Delivery Information – Fireplaces (Standard Size Pallet)

We offer one FREE delivery to mainland England and Wales (excluding Scotland, Ireland, and all Isles) within 50 miles of GL6 0QD, for a standard‑size pallet containing a fireplace.

Free delivery applies to residential addresses only

Only one free delivery per customer/address

If you live outside these areas or are ordering a larger fireplace, please request a delivery quotation

Deliveries take place Monday to Friday, 8am–6pm on a 48‑hour turnaround for standard pallets.

If a next‑day delivery is required, an additional £50 fee applies.

If your pallet exceeds 1200mm wide, haulage will charge for two pallet spaces, and you will be invoiced £80.

Deliveries typically aim for 8am–1pm, but this is not guaranteed due to traffic, weather, and the haulier’s schedule.

We do not deliver to Scotland.

If you live within the London Congestion Zone, please provide your full address for a bespoke delivery quotation, as this area is not included in the free delivery service.

Redelivery Charges

If the haulier must redeliver due to:

Poor access

No adult available to sign

A different delivery address than originally provided

Any failed delivery attempt

A minimum £50 redelivery fee will apply.

Any additional delivery charges will be invoiced separately. You may pay by card, bank transfer, or PayPal. Your fireplace will not be released until all costs are paid in full.

Hearth Deliveries

For hearth orders:

We only accept orders within 30 miles of GL6 0QD for free personal delivery

We do not offer palletised UK delivery for hearths

If purchasing only a back inner floor hearth (or more than one) without a front hearth or fireplace, there is an £80 delivery fee (within 30 miles only)

Otherwise, hearths are personal collection only

Important Notes

No inner hearth is included in the price of any fireplace

No stone‑lined chamber is included

These items are additional extras and must be purchased separately if required

Inner hearths

Stone‑lined chambers

How do I clean my new surround once installed?

Care & Maintenance of Your Natural Bath Stone Fireplace

Our fireplaces are carved from solid natural Bath stone, left in its authentic, unpolished finish. This allows the stone’s natural beauty, texture, and character to remain visible.

To keep your surround looking its best:

Light marks can be removed using warm water and a gentle nail brush or soft sponge

Avoid harsh chemicals or abrasive cleaners

Once the stone is fully dry after installation, you may choose to seal or impregnate the surface for added protection

We offer a 500ml natural stone sealer for £30 when delivered with your fireplace. This sealer must not be applied until the stone and mortar have fully dried.

Changed your mind?

Returns & Cooling‑Off Period – Standard Size Fireplaces

If you have ordered a standard‑size fireplace exactly as advertised on our website, you have the right to change your mind within 7 days of receipt under the cooling‑off period.

If you choose to return your fireplace:

You must return it fully secured to a pallet or personally delivered

You must arrange and pay for the return delivery yourself

Return delivery costs are not refundable

Once the fireplace arrives back with us, it will be inspected within 24 hours. Your refund will be issued minus:

The original delivery cost we paid

A 20% handling charge

Refunds are made using the same payment method used for the original purchase.

No Refunds on Made‑to‑Measure Orders

These items are carved to your personal specifications, cannot be resold, and would be scrapped if returned. For this reason, all bespoke orders are non‑refundable.

Stone Samples & Workshop Visits

We offer a free Bath stone sample so you can see the natural colour, texture, and characteristics before ordering.

Bath stone may contain:

Fossils

Shells

Veining

Iron deposits

These features are natural and formed over 145 million years.

You are also welcome to visit our workshop by pre‑arranged appointment to view the stone itself. Please note: we do not have fireplaces on display.

Installation Service (Within 25 Miles Only)

We offer a fireplace installation service within 25 miles of Nailsworth.

This service includes fitting the new surround only. It does not include:

Removal of an existing fireplace

Removal of an existing hearth

Removal or installation of any fire appliance

Plastering or remedial building work

Please contact us for installation costings and availability.