Frequently Asked Questions

Welcome to the Amberly London FAQ. Here you'll find answers to the most common questions about our products, orders, delivery and returns.

Orders & Payments

How do I place an order?

Simply choose your Amberly™ Bioethanol Fireplace, select your preferred option and add it to your basket. Then proceed to our secure checkout to complete your purchase.

Which payment methods do you accept?

We accept the payment methods displayed at checkout, which may include:

• Visa, Mastercard and American Express

• Shop Pay

• Apple Pay

• Google Pay

All payments are processed securely.

Will I receive an order confirmation?

Yes. Once your order has been placed successfully, you'll receive a confirmation email containing your order number and purchase details.

Can I change my order after placing it?

If you need to make a change, please contact us as soon as possible at support@amberlylondon.co.uk.

We'll do our best to accommodate your request if your order hasn't already been dispatched.

Are there any additional charges?

The total amount payable is clearly displayed at checkout. We offer free standard UK delivery, so there are no additional standard delivery charges.

Delivery

How long does delivery take?

Orders are normally dispatched within 24–48 hours. Delivery typically takes approximately 3 working days after dispatch.

Delivery times may vary during busy periods and seasonal promotions.

Where do you deliver?

We currently offer delivery within the United Kingdom.

Can I track my order?

Yes. Once your order has been dispatched, you'll receive an email with your tracking information, where available.

You can use the tracking link to follow your parcel's progress.

What happens if I'm not home when my order arrives?

If delivery is unsuccessful, the courier will normally provide instructions for arranging another delivery or collecting your parcel from a designated collection point.

Please refer to your tracking information for the available options.

What should I do if my parcel arrives damaged?

Please contact us at support@amberlylondon.co.uk with your order number and photographs of the damage.

We'll investigate the issue and arrange an appropriate solution, including a replacement or refund where applicable.

What if my parcel hasn't arrived?

If your order hasn't arrived within the estimated delivery period, please check your tracking information first.

If there is no update or your parcel appears to be missing, contact support@amberlylondon.co.uk. We'll investigate the issue with the courier and help resolve it.

Returns & Refunds

Can I return my fireplace?

Yes. We offer a 30-day returns policy from the date you receive your order.

If your fireplace isn't right for you, please contact us within 30 days to request a return.

Your statutory consumer rights remain unaffected.

How do I return my order?

Returning your order is straightforward:

1. Email support@amberlylondon.co.uk with your order number.

2. Our team will provide return instructions and the appropriate return address.

3. Send your order back within 14 days of notifying us.

4. We'll process your refund in accordance with our Returns & Refunds Policy.

Does the fireplace need to be unused?

For returns under our extended 30-day change-of-mind policy, the fireplace must be unused, in its original condition and returned with all included accessories and complimentary gifts.

Your statutory right to cancel an eligible online purchase within 14 days remains unaffected. You may inspect the product as you would in a shop, although a deduction may apply if excessive handling reduces its value.

Who pays for return delivery?

For change-of-mind returns, customers are responsible for return postage unless otherwise agreed.

If your product is faulty, damaged or incorrect, we'll cover reasonable return costs where required by law.

How long does a refund take?

For returns made under your statutory cancellation rights, we'll issue your refund within 14 days of receiving the returned goods or receiving evidence that you've sent them back, whichever is earlier.

For returns under our extended 30-day policy, refunds are processed within 14 days of receiving and checking the returned goods.

Your payment provider may take additional time to credit your account.

Product & Usage

How does the Amberly™ Fireplace work?

It's wonderfully simple.

Fill the burner with the recommended bioethanol fuel, following the supplied instructions, and light it using a long-reach lighter.

A full 1-litre tank provides up to 4 hours of beautiful, continuous flames.

To extinguish the flame, use the included flame snuffer as instructed. Always allow the burner to cool completely before refilling.

How long does the fuel last?

A full 1-litre tank provides approximately 4 hours of continuous flames, depending on the fuel and operating conditions.

Can I use it outdoors?

Yes. The Amberly™ Fireplace can be enjoyed both indoors and outdoors.

For outdoor use, place it on a stable, level surface in a sheltered position, away from strong winds and rain.

We recommend using the protective cover when the fireplace is completely cool and not in use, and storing it somewhere dry when necessary.

Does the fireplace actually produce heat?

Yes. Amberly™ produces real flames that give off genuine warmth, creating a cosy and inviting atmosphere.

It's designed to provide supplementary warmth and is not intended to replace your main home heating system.

Does it produce smoke, smells or ash?

Unlike a traditional wood-burning fireplace, Amberly™ doesn't produce soot or ash.

When used correctly with suitable bioethanol fuel, it produces no visible smoke under normal operating conditions and generally has very little noticeable odour.

Does the fireplace produce CO₂?

Yes. Like all appliances that burn fuel, a bioethanol fireplace produces carbon dioxide and water vapour during combustion.

Adequate ventilation is essential when using the fireplace indoors. Always follow the supplied safety instructions.

Is it safe around children and pets?

Amberly™ features a wide, stable 44 cm base and comes with a flame snuffer.

However, it produces real flames, and the burner and surrounding components can become extremely hot.

Always keep children and pets at a safe distance, never leave the fireplace burning unattended and store bioethanol fuel securely out of reach.

Which bioethanol fuel should I use?

Use high-quality bioethanol fuel suitable for indoor bioethanol fireplaces and compliant with the product's instructions.

Never use petrol, methylated spirits or other unsuitable fuels.

Does the fireplace require much maintenance?

Very little.

Once the fireplace has completely cooled, you can wipe its exterior with a soft cloth to remove dust and fingerprints.

Always follow the supplied cleaning and maintenance instructions.

Warranty

Does the fireplace come with a warranty?

Yes. The Amberly™ Fireplace comes with a 2-year warranty covering manufacturing defects.

If you experience a problem, please contact our customer support team so we can assess the issue and arrange an appropriate solution.

What does the warranty cover?

The warranty covers manufacturing defects in the burner and fireplace structure.

It does not cover normal wear and tear, accidental damage or damage caused by improper use or failure to follow the supplied instructions.

Your statutory consumer rights remain unaffected.

Customer Support

How can I contact Amberly London?

You can contact our customer support team at support@amberlylondon.co.uk.

We aim to respond to enquiries within 24 working hours.

Do you offer live chat?

We currently provide customer support by email.

Our team is happy to help with product questions, orders, delivery, returns and any other enquiries.

What if I've received the wrong product?

If you've received an incorrect item, please contact support@amberlylondon.co.uk with your order number.

We'll arrange for the correct item to be sent and provide instructions for returning the incorrect product at no additional cost.

Security & Privacy

Is your website secure?

Yes. Our Shopify store uses secure connections, and payments are processed through trusted payment providers.

We do not store your full payment card details on our own systems.

How do you use my personal information?

We use your personal information to process orders, arrange deliveries, provide customer support and operate our website.

We may also use information for analytics and marketing where permitted by law.

For further details, please read our Privacy Policy.

Can I request the deletion of my personal information?

Yes. You can request the deletion of your personal information by emailing support@amberlylondon.co.uk.

We'll handle your request in accordance with applicable UK data protection law. Certain information may need to be retained to meet legal obligations.

Still Have a Question?

If you haven't found the answer you're looking for, our customer support team is here to help.

Email: support@amberlylondon.co.uk

We aim to respond within 24 working hours.