Frequently asked questions

Delivery Information

Do you offer free delivery?

Yes! All orders over £100 will qualify for free next working day delivery.

However, there are some exceptions to this. There are some areas that we are unable to offer a next day service to and some areas where we are unable to offer free delivery.

The following areas are exempt from next working day delivery and may also be exempt from free next day delivery - we will contact you to confirm this:

  • Scottish Highlands & Islands
  • Isle of Man
  • Isle of Wight
  • Shetland & Orkney Islands

We do not ship to any areas outside of mainland UK.

When will an in stock item be delivered?

Orders for in stock items are dispatched same day if ordered before 3:00pm and delivered on a next working day service. This is any time up until 5pm.

Orders received after this cutoff time will be processed and dispatched the next working day.

Any orders received on a weekend or a bank holiday will be processed and disptached the next working day.

What if an item is out of stock?

If an item is not in stock it will take 48hrs before it is dispatched. If it is going to take longer than this we will contact you to let you know.

What if my delivery is wrong?

In the first instance please email us on [email protected] with your order number and which products you have received in error or are missing. We will then contact you by email or phone to let you know when to expect redelivery of the correct products and, where necessary, collection of the incorrect items.

Do you deliver on Saturdays?

If you require a Saturday delivery please contact us on 0191 482 5000 and we will provide a quote.

Do you offer timed deliveries?

We are able to offer pre-10am and pre-noon deliveries at an extra cost. Please call us on 0191 482 5000 for a quote.

Can I collect in branch?

You can select one of our local branches to collect from. Please specify which branch you would like to collect from when ordering. We will email or call you when your order is complete and ready to collect.

To find your local branch please visit our contact us page

Which courier do you use?

All small items up to 10kg will be sent using a next day signed for courier, usually DPD Local. If you have provided a mobile number DPD will use this to send you alerts including an expected delivery window.

Larger items such as boilers will be sent on a specialised pallet courier.

If you are local to one of our branches we will always try to deliver using our own transport, this depends on stock held at your local branch but we will always contact you to confirm any details in this case.

Payment Information

What cards do you accept?

We accept Visa, Mastercard, and American Express credit and debit cards.

All card payments through a secure provider called Stripe.

Returns Information

What if I want to return a faulty item?

Please go to our Returns page and fill in the faulty items returns form. We will contact you to arange delivery of a replacement and collection of the faulty item.

What if I want to return an item I don't need?

Please go to our Returns page, then download and fill out the form. Please return a copy of this form with the product and we will arrange a credit.

Please ensure you have read our Returns policy before returning an item.

Boiler Pack Information

What is included in a boiler pack?

As standard any boiler pack will include the boiler and a standard horizontal flue kit, the type where it goes straight out of the wall.

Some boilers have a built in mechanical timer which will be mentioned in the description.

What is a Vertical flue kit?

You'll need a vertical flue kit if your flue comes out of the top of your boiler and goes out through your roof. Sometimes you may also need flue extensions, bends, and a flashing for where it goes through the roof.

If you are in any doubt a gas safe registered installer will be able figure out exactly what you need.

Do I need a magnetic filter?

You don't need one but a magnetic filter will extend the life of your boiler and heating system. Any central heating system with radiators will eventually form something inside that has the technical name of magnetite.

Magnetite is a black sludge that forms inside the heating system from the corrosion inside your radiators. Because of this it is always a good idea to dose the system with a chemical called inhibitor which goes some way to prevent this sludge forming.

What heating controls do I need?

Heating controls can be a bit of a minefield as it all depends on what type of boiler you have installed.

Combi Boilers

As combi boilers offer hot water on demand there is no need to have any form of control over this side of things. So all you need is something to tell your heating when to come on and when to turn off.

These can vary from something as simple as an on/off thermostat all the way up to a Smart thermostat which can be controlled from your mobile phone.

System/Heat Only Boilers

If you have a system or heat only boiler you will also have a hot water cylinder somewhere, usually in an airing cupboard or the loft. As the heating and hot water will be controlled separately you will need something called a two channel programmer, these are usually coupled with a room thermostat to control the heating demand.

A two channel programmer will allow you to set times for your heating and hot water to come on as these aren't always the same and you won't need your heating on in summer but you will still need hot water.

Most Smart controls can also be used with system and heat only boilers as they also have the option to control your hot water system.

Warranty Information

What guarantee is offered on products?

All products carry a 12 month guarantee unless stated otherwise.

Extended warranties are underwritten by the manufacturer. Should you need to make a claim under a manufacturer warranty please ensure that you keep a proof of purchase.


Due to the way manufacturer warranties and Gas Safe work this process is a bit more complicated than with a normal purchase. The manufacturer needs to be involved for your safety.

  • If you suspect the boiler to be faulty your first point of contact should be your Gas Safe registered engineer that installed it for you. They will then be able to contact the manufacturer to ensure it has been installed according to their instructions and, if necessary, to arrange a manufacturer engineer to fix the boiler as specified under the terms and conditions of their warranty.
  • If you feel you are unable to get any help from your Gas Safe installer or the manufacturer we will try to assist where possible.
  • Please be aware that for an extended manufacturer warranty to be valid the appliance must be serviced annually by a Gas Safe registered engineer and installed according the the manufacturer instructions.

Website Information

How do I create an account?

Simply click the login icon at the top of the screen and fill in your details to create an account.

What is a trade account?

A trade account will give you access to the PartsArena section of our website. This allows you to view sschematics and part listings for 1000s of gas appliances.

Please be aware this feature is only available to customers that have a credit account with Flame Heating Spares. To open an account please call 03333 05 3333 and press option 2 for credit control.

How do I login to the website?

Simply click the login icon at the top of the screen and fill in your login details.

If you have forgotten your password click the reset my password link and follow the instructions.

What if I forget my password?

Simply click the login icon and then click reset my password and follow the instructions.

Can I track my orders?

You can only track your orders if you have registered as a user on our website.

Once you login you will see a list of your orders which will show the current status of it. If your order is being sent out on a courier we will send you a tracking number when we mark it as despatched.

Can I checkout as a guest?

Yes, simply add the products you require to your basket and checkout in the usual way. At the end of this process you will be given the option of creating an account if you wish to.