We ordered what we thought was a 'widescreen' style wall- mounted fireplace. When it arrived the fireplace looked nothing like the picture - totally different dimensions from the picture on the website, and not what we wanted at all. We emailed to politely request a free return rather than the £45 charge as we had after all received the wrong fireplace. We attached side-by-side pictures of the very different listed and actual fireplaces. They would not accept that the fireplace we received was not what we tried to purchase. They eventually agreed, after many emails, to give us £10 off the return delivery, or 10% off the fire that we didn't want. We recommend that you DO NOT BUY anything from here, because if you have a problem with your order they will not care, and their lame offers to solve the issues are not worth the hassle. Rubbish customer service!