If your bricks don't fit, don't worry. We need to establish if this is a manufacturing error, a picking error, or a model variation issue so we can get the correct ones sent to you.
Step 1: Verify the Issue (Photos Required)
Before we can arrange a replacement, we need to see exactly what is happening. Please take photos showing:
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The bricks (specifically where they don't fit—e.g., overlapping edges or gaps).
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Your stove data plate (usually found on the back or under the stove) so we can confirm the exact model/version.
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A tape measure against the bricks to verify the size we sent.
Step 2: Contact Us
Send the photos and your order number via one of the methods below:
💬 Live Chat
Our Virtual Assistant is ready to help 24/7.
- Click the chat icon on the bottom right of any page.
📧 Email
Send details to: info@stoveglassreplacement.co.uk
- We typically respond within one working day.
📱 WhatsApp
Message us at: https://wa.me/443302294118
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Monitoring Hours: Monday–Friday, 9am–3:30pm.
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You can message us 24/7, but we will respond during the hours above.
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Common Scenarios & Solutions
Scenario 1: The Bricks are Slightly Too Large (The Fast Fix)
Vermiculite is a soft material (similar density to soft wood).
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The Solution: If the brick is too wide or tall, the fastest way to get your stove running is often to trim it yourself.
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How to do it: You can cut vermiculite easily with a standard hand saw. Wear a dust mask, mark your line, and saw gently.
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Note: If you modify the brick, you cannot return it. However, this saves you the wait time of a return and redelivery.
Scenario 2: Wrong Model or Version Ordered
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The Issue: This is very common. For example, you might have a "Portway Arundel Mk3" but ordered bricks for a "Mk2". Manufacturers often change the internal dimensions on newer versions.
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The Solution: We will review your photos/data plate to identify the correct version. You can return the incorrect bricks for an exchange within 14 days of ordering (shipping costs may apply if the original order was incorrect).
Scenario 3: Our Error (Wrong Bricks Sent)
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The Issue: You ordered the correct model, but we picked the wrong item or the dimensions on our website were incorrect.
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The Solution: We will arrange a free replacement. Important: Before dispatching the new bricks, we require a photo of your stove to confirm the model. This guarantees the new set will fit perfectly and prevents further delays.
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Resolution Options
If it is Our Error (Picking or Website Description):
✓ Free replacement sent (once stove model is verified via photo).
✓ You will not be out of pocket.
If it is an Ordering Error (Wrong Model Selected):
• Option A: Return the items for a refund (minus original delivery cost).
• Option B: Exchange for the correct size (you cover the return postage).
• Option C: If they are slightly too big, you can cut them down yourself to save postage costs.
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Checking Before We Send Replacement
To ensure the second set fits perfectly, we will:
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Verify your exact stove model using the photo you provide.
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Double-check measurements against manufacturer specifications.
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Ask for additional measurements of your firebox if necessary.
Typical Timeline for Resolution:
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Report issue: Day 1
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Photos reviewed: Same day (during working hours)
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Solution agreed: Day 1
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Correct bricks dispatched: Day 2–3
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Delivery: 1–3 days from dispatch
Note: Fire bricks often take slightly longer to dispatch than glass as they may need to be cut to specific sizes.