Do your electric fireplaces produce real heat or just flame effects?

The electric fireplaces provide both authentic flame simulation & heating options. The system allows you to stay warm in winter while maintaining a continuous summer space in flame only mode.

Do you ship across Australia?

Yes. We proudly ship Australia-wide with fast & reliable delivery options. The company doesn’t deliver to PO boxes. You can find shipping information on every product page.

Do your products come with a warranty?

Yes. All electrical components come with a 12-month warranty. Our company backs all our products because we believe in their quality & work, which leads to extended user satisfaction.

Can I view your products in person before purchasing?

Definitely. Sydney-based Australian-owned company provides a showroom which allows you to see the designs, materials and finishes before you make your choice.

Do you offer discounts or special promotions?

Yes, our company provides exclusive special offers which we run at regular intervals. New customers can enjoy $40 off over $400 by subscribing to our newsletter, plus early access to new collections & deals.

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Call us: 1300 848 094

Shipping Information
Return Information

Most items are delivered within 3-5 business days in metro areas, 6-10 days in regional areas, and 14-21 days in remote locations. Deliveries occur during business hours, and you may receive multiple shipments for items from different warehouses. Unfortunately, we cannot accommodate special requests such as express shipping or specific delivery dates.

Please inspect your package upon arrival for damage. If any damage occurs during transit, notify us within 48 hours. Damaged items will be handled according to our "Damaged or Faulty Returns" policy.

Delivery Methods

Small Items Ships in 1-2 day delivery Sendle, Aramex, TNT, Couriers Please.
Medium Items Shipped via freight carriers with tracking, but no scheduled delivery time. We do not accept PO boxes for these items.
Large & Bulky Items Delivered by a two-man team and placed in your room of choice (if safe). Please arrange assistance for carrying heavy items inside.

Shipping Address

We require a street address for all deliveries, as carriers cannot deliver to PO boxes. For large furniture items, we recommend not selecting "Authority to Leave" to ensure safe delivery.

Shipping Charges

Shipping costs are calculated at checkout. Free shipping is available on selected products and areas, but certain postcodes are excluded. Please check the product page or use the shipping estimator for accurate delivery costs.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at care@fountainstore.com.au

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@fountainstore.com.au

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain purchases cannot be returned, like end of series items, clearance items bought from showroom or at fairs from display sections. We also do not accept returns for used items unless faulty and / or under valid unexpired warranty. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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