bringing warmth to the trade since 1997

FAQs and FDC Returns Policy

For our Website Returns Policy Click Here

Searching for a key word?

To quickly and easily search our Frequently Asked Questions for a key word, simply press 'CTRL' + 'F' on your keyboard. This will bring up a small Search panel on your screen. Type in your key word, for example, 'bespoke' and press 'Enter'. All instances of the word 'Bespoke' will now be selected for you on the page. Press 'Enter' to move to the next instance. If you cannot find what you are looking for, contact our Sales Team and we would be happy to help.

Where can I buy an FDC fireplace?

Visit our Find a Stockist page to search for one of our showrooms who have our stock on display. Alternatively, visit any fireplace or stove showroom near you and order one of our products directly from them. We deliver by courier all over the UK.

How do I select the right fireplace for my home?

Here are some questions you need to ask: Does your home have a chimney? What size chimney breast do you have? What material do you find most appealing?

Which appliance: stove (multifuel or wood), gas, or electric fire? This answer may determine which materials you would need to consider and are suitable.

I can’t find a stockist in my area. Can I buy direct from FDC?

No, we don’t sell directly to the public. However, we can deliver your order to any showroom in the UK so if you cannot find a local stockist please visit your nearest fireplace showroom and ask them to contact us directly for more information on our ranges.

Where can I find the size specification or blueprint for the fireplace I like?

Each fireplace includes a detailed blueprint which is included on the page of the fireplace. On the page of the fireplace you want to see, click the download link ‘Click Here’ to open a PDF.

Can I change the size of fireplaces shown?

Yes, we offer a bespoke service and can change the size of all our fireplaces and surrounds. Contact your retailer, showroom, or stockist for further information.

Who can install my fireplace or stove?

We strongly recommend that all installations are completed by a fully trained and qualified installer (HETAs/Gas Safe). If you have your new fireplace installed by a registered fitter, you will be given a certificate stating that your installation has been carried out in accordance with Building Regulations. All installations must be carried out in accordance with the requirements set out in the Building Regulation documents, paying particular attention to Approved Document J. There are independent bodies which have been approved to carry out installations in accordance with these regulations. For gas installations, the most recognized independent body is GAS SAFE REGISTER and for solid fuel installations it is HETAS. If you do not go through one of these recognized bodies, you will have to arrange for your local Building Control Officer to inspect and approve your installation. This enables you to enjoy the maximum benefit and performance from your installation, and to ensure any warranty claims are valid. Click Here to search for Installers near to you and click on the yellow pins.

Where can I buy spare parts and accessories for my stove?

You can now buy spare parts and accessories directly from our website, via our Spares Shop.

How do I maintain or service my stove?

For minor repairs to your stove, such as changing the bricks you can watch this for advice on how to do so, but for general maintenance and servicing of your stove please contact a HETAS registered engineer and ensure your stove is service regularly, every 12 months. Click here for the servicing and maintenance video.

When do I need to replace the fire bricks?

Please note that due to the very nature of fire bricks there are no warranties provided by the manufacturers. Fire bricks are excluded from any warranties in the same way as car brake pads would be due to the many variances that can cause these parts to deteriorate. When used correctly and carefully fire bricks can last 12 months and sometimes even longer. Please note that using the fire only a few times before the brick cracks does not mean that the brick is faulty as it may have absorbed moisture, a log may have moved during firing and hit the brick or simply been overfired. Bricks can still be used if cracked. As long as the crack is not over 6mm wide (pound coin) then it will still insulate in the same way. Click here for video showing when and how to replace the brick set for your FDC Multifuel Stove.

How do I maintain my stone or marble fireplace?

An excellent resource is the LTP Cleaning, Sealing and Aftercare Product Guide, offering the full spectrum of LTP products and their appropriate uses and maintenance tips. Click Here to be taken directly to their brochure. We stock and sell a broad range of LTP products. Trade customers please Click Here. Retail customers, please Click Here to purchase directly via our Spares Shop.

What stove or door rope size do I need?

Our Freestanding Stoves FDC4, FDC5, FDC5W and FDC8 require 12mm rope. Our multifuel inset stoves, the Ariel and Calypso, require 10mm rope. While the FDC 5i, 5iW, 5iT and 8i models require 14mm rope. We sell all the necessary equipment via our Spares Shop, please Click Here for The Gallery Stove Rope Kits. The Kit contains the required amount of rope, glue and finishing tape. We offer White and Black rope colour and you can select your rope diameter from the drop down menu. Click here for video showing how to replace the stove rope for your FDC freestanding multifuel stove.

What kind of stove warranty do you offer?

FDC will replace, free of charge, any working part that fails (under normal operating conditions) within 12 months of purchase. Consumables such as glass, firebox liners or stove rope and adhesives are not guaranteed. An extended body warranty is available – see the pack in your new stove. A call out charge will apply if our engineer attends any stove problem that is not related to product failure. The extended 5-year warranty, which extends the standard 12 month warranty by a further 4 years to a total warranty period of 5 years. It is a condition of the extended warranty that the installation is either carried out under Local Authority Building Control approval or is installed by a Competent Person registered with a government approved Competent Persons Scheme. HETAS Ltd operate such a Scheme for example and a listing of their Registered Competent Persons can be found on their website at You must retain the certificate of installation and the appropriate commissioning report for future reference. Furthermore, it is also a condition of the extended warranty that your stove is regularly serviced, every 12 months, by a HETAS registered engineer. Records and receipts of annual services will be required in the event of a warranty claim during the period of the extended warranty.

Can I leave my stove door open?

No, for efficiency and safety the door of the stove must always be left closed.

How do I regulate the heat output?

Each stove has various air controls, which will allow you to easily regulate the heat output and re-fuelling rate.

What kind of fuel can I use in my stove?

Burn only dry, well-seasoned wood, which should be cut, split, and stacked - under protection from rain - for at least 12-24 months with free air movement around the sides of the stack to enable it to dry out. Burning wet or unseasoned wood will create tar deposits in the stove and chimney and will not produce a satisfactory heat output. Wood that is not properly dry (‘dry’ is less than 20% internal moisture content) uses up energy from the burn process to evaporate the water inside the wood thus creating very poor conditions for combustion. By far the most common cause of burning problems with wood stoves is due to excessively damp wood. Wood can appear perfectly dry on the outside but still contain 40-50% water on the inside. A moisture meter can be purchased from some stove and equipment suppliers or online if you wish to check your wood source is correct.

If purchasing - The Approved Wood Fuel Merchant Scheme is run alongside the Approved Coal Merchant Scheme. Customers buying firewood from a scheme member can have the confidence that the wood fuel is correctly described and that the merchant will be able to provide basic advice on the safe and efficient use of a wood burning appliance.

Do stoves require a chimney?

All our multi fuel and wood burning stoves require a suitable chimney or professionally installed flue system.

How do I clean the chimney?

You will require a chimney sweep to clean the chimney. It is essential to provide a dedicated chimney cleaning access door when installing the flue of the stove in some situations. In the majority of situations, the chimney can be swept through the firebox. It is recommended that a chimney is cleaned every 12 months.

Where can I find my serial number?

Freestanding stoves come with a data plate attached to the bottom of the stove at the rear. We would recommend the information for warranty completion is found prior to the installation of the stove. Inset stoves have a data plate on a small chain located within the ashpan area of the stove.

Why is the stove smoking when lit?

A flue with back draught problems is almost certainly the cause of a smoking stove. Also check adequate ventilation is present. A qualified fitter should complete both a smoke pressure and flow test prior to fitting the stove to ascertain the integrity of the flue.

Why should I 'run in' my stove?

To begin, light a series of small fires over a period of a few days to allow the paint finish to cure. The stove is finished with a highly heat resistant paint. The finish can be renovated with stove paint available from your local stove retailer or FDC. If the stove is not “run in” correctly, this may cause the paint to discolour and flake.

What is 'over firing'?

Your stove should never be used in a manner to cause over firing. Over firing can be caused by overloading the stove with fuel, and with primary controls open. If any part of stove glows "red" your stove is over firing and your draught control should be adjusted to restrict airflow to stove. Over firing can cause permanent damage to the appliance, which is not covered by warranty.

What happens if the goods have been damaged during delivery?

All our goods are covered by our FDC pledge. This means that in the unlikely event of a defect on unpacking, a replacement part will be supplied without hesitation. This requires that all goods are inspected prior to installation as no responsibility for refitting or redecoration can be accepted if defective products have been installed or products have been damaged during installation. In these cases, and in the case of accidental damage after installation, in-situ repairs might be possible. Refer to your retailer, showroom, or stockist for further information.