Frequently Asked Questions
Order Processing & Delivery
Absolutely! Live in Ambience strives to provide our customers with safe and smooth customer experience. This site uses SSL encryption technology so that you never have to worry about credit card safety.
Some of our deliveries our couriers require a contact number to ensure smooth delivery of your order. We won't give this to anyone else, it’s kept private and confidential. Plus if there are any issues with your order we can contact you quickly and easily.
Once you have placed your order you should receive a confirmation email with your order details.
Once your order has been processed, we will contact you regarding estimated delivery times and any other important information you may need.
When your order has been dispatched we will notify you, and you should also receive a call/text from the couriers advising you of their estimated arrival time.
If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into:
- Our emails might be going to your junk or spam folder
- There might have been a misspelling when you entered your email address during checkout
- Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.
To be on the safe side, we encourage our customers to provide an alternative email to email@example.com
We deliver to the United Kingdom only.
All orders will be a kerbside delivery. This means that the couriers will drive to the nearest access point possible to the intended address. This does not include inside delivery, packaging removal, or assembly.
Please Note: There may be additional charges for 'offshore domestic regions': Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Islands and Northern Ireland.
We aim to process orders within 1-3 working days.
For items in stock, we will usually aim to get this dispatched and delivered within 5-10 working days of processing your order. Please note; this may take longer in busy periods or for any back orders placed.
For back-orders, delivery times will vary based on the product however we will aim to email you asap with an estimated delivery time once this information is available.
Returns & Refunds
You are protected under consumer law for a return and refund however, we will need a written request via email within 14 days of receiving your order in order to process this request. Please refer to our returns and refunds page for further guidance.
Please note, if there are no faults/damages with the product you may be asked to cover the cost to return the items.
All goods are inspected for quality control before being dispatched. We strongly advise to check your items as soon as they arrive and take any photographic evidence in relation to any damaged/faulty goods.
- Fuel Option: ethanol
Bio ethanol is clean-burning and therefore does not need a chimney or a flue, or a utility connection – offering the ultimate in design simplicity and flexibility. For the above reasons bio ethanol can be used both indoors and outdoors.
- Fuel Options: ethanol or gas (LP/NG)
For colder climates, both natural gas and propane provide up to 65,000 BTUs of adjustable heat to enjoy your outdoor space in all seasons. Gas (LP/NG) is not suitable for indoor use.
On average, 5 litres of e-NRG bioethanol fuel provides 6-14 hours of fireplace use.
Homeowners: moderate climate
The average family in a moderate climate uses their fireplace 2x per week for 2 hours at a time (16 total hours per month).
- Recommended: 20 litres/month
Homeowners: cold climate
If in the winter season or living in colder climates, the average person uses their fireplace approximately 5x per week for 2 hours (40 hours per month).
- Recommended: 40 litres/month
For commercial environments that operate their fireplaces approx. 4 hours per day, 7 days per week.
- Recommended: 80 litres per fireplace/month
All heating appliances have their own smell be it gas, wood or electric - ethanol fireplaces are no different. e-NRG ethanol fuel is made of fermented plants like sugarcane or corn and is essentially a liquid alcohol.
To safely make it “de-natured” and unfit for consumption, substances have been added. The burning of these substances may cause a slight smell upon initial lighting and when the flame is extinguished – similar to when you blow out a candle.
e-NRG ethanol fuel is the only fuel recommended for your EcoSmart Fire ethanol fireplace. e-NRG ethanol fuel has the lowest odour and longest burn time on the market. The nice thing about using ethanol is that it’s not dry like gas or smokey like wood.
Yes! The Ecosmart collection has been thoroughly tested against a number of global standards and are UL Listed in the USA, Certified for EU and UK in accordance with EN16647, and satisfy the ACCC Safety Mandate for Australia
All EcoSmart Fires are ventless, meaning all the heat stays in the room rather than escaping up a flue. Increased heat retention means increased fuel efficiency and a better chance of staying warm.
While providing warmth, EcoSmart Fires are not designed to be used as a room’s primary heat source. Please see the burner section in the provided manual for full details.
Unlike gas fireplaces or traditional wood-burning fireplaces, EcoSmart Fire’s ethanol fireplace inserts require no venting, no gas line, and no electricity - eliminating the need and cost of three subcontractors.
Simply secure the fireplace insert in the framework, finish the surround, and it’s ready for use. The easy-to-follow instruction manual includes minimum room size and clearance requirements.
Please feel free to send in drawings if you need some technical support.
This design can be achieved as long as the TV is protected. You have 3 possible solutions:
- Solution 1: The TV needs a non-combustible mantel/ledge to act as a heat shield
- Solution 2: The TV needs to be recessed in a niche
- Solution 3: The TV needs to sit back off the level of the flame
For your reference, please click here to see drawings of the solution suggestions above.
EcoSmart’s fireplace inserts are mostly used for new construction when an entirely new fireplace is desired for a given space. They are not designed for the conversion or remodelling of an existing masonry or gas fireplace but could be used if the dimensions align.
To convert an existing fireplace we recommend using the ethanol burners as noted above.
Ensure that the flue has been closed off and the relevant suppliers have officially detached all connections to utilities.
Operating your Ecosmart ethanol fireplace is simple and easy.
EcoSmart Fire’s ethanol fireplaces are self-contained, burning bioethanol fuel that is housed within the stainless steel container.
A flame regulator controls and stabilizes the flame. With a designated filling area, and easy shut-off mechanism, you can ignite the flame and turn it off in a matter of seconds.
Please click here to visit our "operation & safety page" for video demonstrations on operating your ethanol fireplace.
Due to Ecosmart Fire's user-friendly designs, operating and cleaning your fireplace is simple and easy!
Instructions on maintenance/care are included in the Installation, Operating and Maintenance Manual supplied with your product.
Please Click Here to view tutorial videos and steps on how to effectively operate, maintain and care for your new fireplace.
Ecosmart offer a full two year warranty from date of purchase on stainless steel parts including raw, linished and powder coated.
Mild steel including powder coated and chrome plated, concrete composite, glass, leather, fabric and MDF (painted or cement rendered) are covered for one year from the date of purchase.
Chips and scratches are not covered by warranty.
Natural variation in color, texture and porosity may occur with Concrete Composite products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect
To make a claim or enquire about this, please feel free to contact us.
No, infrared heaters are a safe source of heat. Infrared heat does not have a high frequency like ultraviolet rays and X-rays, which are known to be dangerous. HEATSCOPE® radiant heaters produce medium to medium-fast waves for a pleasant warmth and minimal light.
- Spot 1600W: 13.91 amps at 100% power
- Spot 2800W: 12.17 amps at 100% power
- Vision 3200W: 13.91 amps at 100% power
- Pure 2400W: 10.43 amps at 100% power
Heatscope have a solution for every environment and unique project needs. There are a few aspects to consider when choosing your model:
- Location (indoor or outdoor)
- Environment conditions (wind and weather)
- Size of space to be heated
- Intended position to install the appliance
- Access to electricity supply
- Clearances required
- Design and colour best suited for your decor
To discuss the best infrared heater for your home, please contact us with details about your space and requirements.
The optimal mounting height for the HEATSCOPE® Vision heater is between 7ft and 9ft (in semi-open wind-protected areas) which can even be achieved with high ceilings with the use of HEATSCOPE® fixing extensions. HEATSCOPE® heaters must be covered to be protected from the elements.
The optimal mounting height for the HEATSCOPE® Spot heater is between 7ft and 11ft (in open spaces) which can even be achieved with high ceilings with the use of HEATSCOPE® fixing extensions. HEATSCOPE® heaters must be covered to be protected from the elements.
HEATSCOPE® heaters are weather-resistant and IP certified for protection against dust, splash water, and wind.
Vision and Spot are best suited for semi-open, well-covered spaces (roof or canopy) not exposed to rain or snow. Pure is an all-weather outdoor patio heater and is designed to withstand wind, rain, snow and salt.
Pure is the only heating system that can be installed vertically or horizontally. Spot and Vision can only be installed horizontally.
Please review the installation manual for further instructions.
HEATSCOPE® Heaters must be installed by a licensed electrician in accordance with the installation and instruction manual.
No, they are supplied with a power cable and must be connected to your electrical circuit. For installation use only the supplied accessories or original accessories approved by the Manufacturer.
No, they do not include a thermostat control system. However, if desired, they can work with an existing thermostat. Please consult your electrician for further information.
MHS Munich Home Systems GmbH / HEATSCOPE® (‘HEATSCOPE®’) warrants to the original purchaser (‘the
purchaser’) of products supplied by HEATSCOPE® (‘the products’) that the products will be free from defects
and/or faults in materials and/or workmanship for twelve (12) months from the date of MHS invoice.
Subject to the following conditions of this warranty, if a defect and/or fault in materials and/or workmanship are
found during the warranty period, HEATSCOPE® will replace or repair the products (at its option) without charge
To make a claim or enquire about this, please feel free to contact us.
Flamerite LED Electric Fireplaces
Every Flamerite Fires product we sell comes with a 2-year warranty, giving you peace of mind and guaranteeing the longevity of your fireplace for years to come.
Customer’s responsibility to provide purchase details at request.
- One warranty per product.
- Electrical warranty only.
- Repaired or replaced parts are only covered for the remainder of the warranty
- Warranty becomes invalid if unauthorized repairs are made to the product.
Warranty does not cover
- Bulbs or Fuses
- Removal and re-installation costs
- Issues with mains/spur connections or power supply
- Cosmetic damage to fire or fireplace
Yes of course! These award-winning electric fires by Flamerite Fires are designed, assembled and patented, made in Great Britain to the highest UK and European Standards (BS-EN)
All of the Flamerite electric fires are made to order based on your requirements. For this reason, delivery times may be slightly longer depending on demand. We usually advise to allow around 3-4 weeks for your package to be delivered from the order date.
Installation is simple with easy-to-follow instructions that will come with your fireplace.
Please click here to view the installation demonstration for your reference.
With the handy eControl app you are able to turn your electric fireplace on/off, change the lighting and set timed heating.
Please click the links below to view demonstration videos.
The unique OmniGlide feature is a titling glass panel that enhances the flame effect as well as conceals the heater.
Please click here to watch a short video of the OmniGlide feature in action.