Frequently Asked Questions

What are your Business Hours?

Our telephone lines are open Monday to Thursday, 9:00am to 4:30pm.

Do I need an account before I can purchase items?

You do not need an account just to purchase spares and acccessories. Dealer / Trade accounts only exist to allow businesses to purchase items from us at specially discounted rates, amongst other benefits.

Dealer / Trade Accounts

I can't remember my dealer or trade account password!

Click on 'Trade/Dealer Login' near the top of this screen.
Underneath the form where you normally enter your account email address and password, simply click on the "Forgotten your password?" link underneath the wide green 'login to account'button.
Follow the Password Reset Form instructions that appear. You will then be asked to provide the email address you used when creating your account. A password reset link will then be sent to the email address that you used to create your account.

How do I update my default billing / delivery address?
Once you have placed your first order with us and have activated your account, you can log in and head to the account administration area. From here you are able to update your default details.

I need to change my password.
This can be done by logging into your account using your current login details. On your account details page you will find a form which will allow you to amend your password. Dealers will need to head to their 'Account Status' page to amend their password.

Spare parts

I have a technical question about an item I would like to purchase.
If you would like to get technical information about a part, please call our technical helpdesk on 01297 632052 between the hours of 9:00am and 4:30pm (Monday to Thursday).

How can I identify my stove?.
The easiest way to identify your stove is to look for its dataplate. Information about this can be found by clicking here.

Amending Orders, Returns, and Exchanges

I would like to return/exchange my item.
If you want to return an item then please get in touch with us via email (sales@aradastovesandspares.com) or telephone (01297 632051) between 9:00am and 4:30pm (Monday to Thursday). We will need to know why you wish to return / exchange the item, your order number (which can be found either top left of your e-mail order confirmation or by logging into your account) and where you would like it collected from.
We recommend that you retain the original packaging that the item was shipped in as this should be adequate for packing the return.

I've changed my mind.
If you no longer want your item and it remains unopened and unused, you can arrange to return it within 7 days of the day after the item was delivered for a refund. This is referred to as your 'cooling off' period. Please be aware that we will not refund your postage costs, as there is no error on our part. Please follow the procedure above for returning / exchanging an item.

I need to amend my order.
If you have placed an order then please call us (01297 632051) between 9:00am and 4:30pm (Monday to Thursday) or send an email to (sales@aradastovesandspares.com) notifying us of what you would like to change. This is the quickest way to ensure we can make amendments early on in the shipping process to try and minimise any delay in your order being despatched.

I have not received my order.
If your item has not arrived after 10 working days, then please get in contact so we can begin investigating the cause and we can identify a remedy.

Payment

What payment methods do you accept?
We accept debit, credit and charge cards which bear the Mastercard, Visa or Maestro logos. We can also accept payment via PayPal.

Card Security.
Visa and Mastercard have introduced security checks for the protection of credit and debit cards online. As a result you may be asked for your Verified by Visa or MasterCard© SecureCode™ password when completing your purchase.

Vouchers

I have a voucher code, where do I enter it?
You are able to enter voucher codes during the checkout process after you have entered your invoice, delivery and billing information.

Other

I can't find the answer to my question.
Please don't hesitate to get in contact with us, you can find a form to contact us with on the 'Contact Arada' page.
Alternatively you can call us on 01297 632051 between 9:00am and 4:30pm (Monday to Thursday).