Q: At what stage will payment be taken?

A: When you confirm your order for parts from Stovax Spares you will be charged for all of the items, whether they are in stock or if we are having to make some of them for you. By confirming that you want to proceed with the order we are taking this as agreement that you are happy for us to take the full payment at that point. Items that are not in stock at the time of ordering can sometimes take up to 6 weeks to come into stock. You will be advised, by email, when the items come into stock and they will be despatched to you usually within 3 days.

Q: What is covered by the warranty?

A: The full details of the warranty are shown in the Terms and Conditions but include all parts of the stove other than the consumable parts. The consumable parts include; glass, rope, glue, baffles, bricks, log guards and grates. All other parts are covered by the standard Stovax warranty (see Terms and Conditions for details).

Q. Do you have a brochure?

A. Although we do not have a brochure all of our spare parts can be found on this website and digital pdf versions are available for download.

Q. Can I still buy my spare parts from my stove retailer?

A. Yes, and in many cases it will be cheaper to do so. This site will only sell at full retail price where a retailer may be able to provide a discount.

Q. How much will delivery cost?

A. Please see our Delivery Rates.

Q: Can I choose when my goods are despatched?

A: In normal circumstances, all goods that are in stock can be despatched within 3 days of order and, likewise, out of stock items will be despatched within 3 days of them coming into stock. If you have ordered parts that are out of stock this will be highlighted as you go through the ordering process. If your order includes both in stock and out of stock items then you can choose to have the in stock parts shipped straight away and the out of stock items shipped to you when they come in, or you can hold the despatch of the whole order until they are all available for despatch. You will only be charged a single despatch cost whether you have one delivery or two.

Q. Can you deliver to an address other than my own?

A. Yes. We will be pleased to arrange this for you. Simply enter the delivery address during the checkout process.

Q. How long will delivery take?

A. We want you to be delighted with your purchases and the services we offer so we will aim to deliver most orders as quickly as possible. For items held in stock we aim to despatch them within 3 working days. For items not currently held in stock lead times may be longer. You will be advised of the likely leadtime at the point of ordering, further you will be informed when the parts are booked into stock and finally when they are despatched to you.

Q. Is Value Added Tax (VAT) included in your prices?

A. Yes. Businesses and individuals registered for VAT can generally reclaim this. Stovax Limited’s VAT number will be on your invoice.

Q. Will my payment be secure?

A. We regard security as extremely important and protect all data, including credit card information, with firewalls and virus/intrusion protection software. Our payment handler is HSBC plc. Please also see our Privacy Policy. Payment for all items on your order will be taken upon completion of the checkout process.