Contact Us
This page is arranged by how long an answer takes, because that's the thing you actually want to know before you write.
Three questions are answered on this page right now. Most of the rest come back within one working day. A few genuinely take longer, and we've said which ones and why rather than leaving you wondering.
Answered right now — no need to write to us
"It smells like something's burning."
Almost every new heater does, for the first ten to thirty minutes. It's manufacturing residue and dust burning off the element, not a fault. Open a window and let it run; it clears and doesn't come back that season.
Vacuum the element each autumn before first use and it won't return next year either.
"It keeps tripping the breaker."
A 2,000 W heater pulls around 8.7 amps — most of what a domestic circuit is rated for. It trips because something else substantial is on the same circuit, not because the heater is broken.
Move it to a socket on a different circuit and plug it directly into the wall, never into an extension lead or a multi-way adaptor. If it still trips on a circuit with nothing else running, then write to us.
"Tracking hasn't moved in two days."
Normal. Parcels sit between scans at a depot, and there's often nothing at all for the first 24–48 hours after the dispatch email because carriers scan in at the first sorting hub rather than at collection.
It's worth writing when tracking has been silent for 7 working days, or when the 9 working day delivery window has passed. Before that, waiting is the honest advice.
Answered within 2 working days
Email support@warmfell.com. Each line below says what to include so we can deal with it in the first reply instead of the third.
Which heater suits my room
Include: floor area in square metres, rough ceiling height, how well insulated the room is, and what you use it for. Say if it's a conservatory, extension, garage or workshop — those follow entirely different rules from a living room.
You get: the wattage range that fits, which type suits the problem, and a straight answer if nothing we stock actually solves it.
What a specification means
Include: the product name.
You get: what the wattage, heat settings, thermostat type, noise level, cut-outs, flex length and dimensions mean in practice for the spot you have in mind.
Where my order is
Include: your order number. Nothing else.
You get: a check against the carrier's status, and an investigation opened with them if it's warranted.
It arrived damaged, wrong, or something's missing
Include: your order number and photographs of the product, the outer carton and the shipping label — within 3 working days of delivery.
You get: a replacement at no cost. You send nothing back and you pay nothing.
The photographs are what our carrier claim is built on. Take them before the packaging goes in the bin.
Tracking says delivered and there's no parcel
Include: your order number, and confirmation that you've checked the porch, side gate, bins, any safe place noted on the tracking, neighbours, others in the household, and a concierge or reception if you have one.
You get: an investigation with the carrier. Write to us if it hasn't turned up 3 working days after the delivery scan.
I want to send it back
Include: your order number and which item.
You get: approval and the return address in the same reply. Don't post anything before you have that address — the Leeds address on this page is correspondence only and a parcel sent there won't reach us.
You have 14 days to cancel under the Consumer Contracts Regulations and 30 days from delivery under our own policy. Return postage is yours except on faulty goods, where we reimburse it.
I want to cancel
Include: your order number, immediately. The window is 5 minutes from placing the order, because orders go to the warehouse almost at once.
You get: a cancellation if we catch it, and otherwise the return route as soon as it arrives. Missing the window costs you nothing but the return postage.
It's stopped working
Include: your order number and what it does now — a ten-second video says more than three paragraphs.
You get: an assessment and how we're fixing it. Within 30 days of delivery you can reject a faulty product outright for a full refund; after that, repair or replacement, and a claim can be brought for up to 6 years. In the first 6 months we have to prove a fault wasn't there at delivery — you don't have to prove it was.
Anything else
Complaints, suggestions, wholesale, press, or a question about the company. Say what it's about and it reaches the right person.
These take longer, and here's why
Carrier investigations — a few working days
We open them the same day you tell us. The carrier's own process then runs at its own pace, and no amount of chasing from either of us changes it. You'll hear from us the moment they come back rather than at the end of a silence.
Manufacturer and warranty matters — up to a couple of weeks
Where a fault needs the manufacturer's assessment, that adds time. Your rights are against us, not them, so we handle it — but we'll tell you honestly in the first reply if a case is one of these.
Refunds landing in your account — 7 working days from us, then your bank
We issue refunds to the original payment method within 7 working days of receiving and inspecting a return, and always within the statutory 14 days. How long it then takes to appear on your statement is your bank's business, not ours, and it's usually worth checking the statement before writing about a missing refund.
Two things that make your answer faster
Put the order number in the subject line. It's at the top of your order confirmation. With it, we've found your order before we've finished reading your message. Without it we're searching on name and email, which usually costs a day.
Attach photographs of anything visible. Damage, a wrong item, uncertainty about a finish or a fitting — a photograph settles in seconds what a paragraph struggles to describe.
What we will never ask you for
Worth knowing, because people impersonating online shops rely on you not knowing it.
- Your card number. Not in an email, not on the phone, not ever. Card details go straight to our payment processor and never enter our systems — we can't see them, so we've no reason to ask.
- Your password. We can't read it and don't need it.
- Payment by bank transfer, gift card or voucher code. Everything is paid at checkout.
- A copy of your passport or driving licence to access your own data. We verify you by matching your email address against a previous order.
Every genuine message from us comes from an address ending @warmfell.com. If something claiming to be us asks for any of the above, it isn't us — forward it to support@warmfell.com and we'll confirm.
When we're open
Monday to Friday, 9:00 am–5:00 pm UK time, excluding bank holidays. Saturday and Sunday closed.
Messages arriving in the evening, at a weekend or on a bank holiday are answered in order on the next working day. Write in the morning and you'll usually hear back the same day.
If something needs the carrier or the manufacturer, we say so in the first reply along with how long it typically takes. You won't be left waiting in silence for news.
Already answered on other pages
- Delivery Policy — processing and transit times, the cut-off, tracking, and refused or unclaimed parcels
- Returns & Refunds Policy — the 14-day statutory right, our 30 days, faulty goods, who pays return postage and when money goes back
- Privacy Policy — what we hold, who else receives it, and how to exercise your rights
- Terms & Conditions — cancellation, faulty goods, electrical safety and the model cancellation form
If your question falls under one of those, you have the answer now rather than tomorrow.
How to reach us
Email: support@warmfell.com — the fastest route, and a person reads it
Phone: +44 113 222 1283
Customer service: Monday to Friday, 9:00 am–5:00 pm UK time
Saturday and Sunday: closed
Response time: within 2 working days
We're an online shop with no retail premises. The address below is for correspondence — it isn't open to visitors and returns can't be dropped off there. The return address is emailed once a return is approved.
Company details
- Brand: Warmfell
- Legal entity: Warmfell LTD
- Address: Merrion Way, Leeds LS2 8NG, United Kingdom
- Email: support@warmfell.com
- Phone: +44 113 222 1283
- Customer service: Monday to Friday, 9:00 am–5:00 pm UK time. Saturday and Sunday closed.
The Warmfell team