J. Rotherham Fireplace Installation Service

Your J. Rotherham Fireplace is made to order by expert craftsmen. For it to be the perfect fit and finish for your home, you’ll play a very important role in the process from the moment you confirm your order to the final delivery of your fireplace. To help you understand what is involved and where and when we need your input, here’s is a guide to how we make and install a J. Rotherham Fireplace.

Order Confirmation

Design your Fireplace

Once you have selected a fireplace design, you will be guided through the process of selecting all the component options you require with your fireplace such as surround, hearth and appliance options.

When your fireplace design is complete, your quote summary will be generated for you to review. A J. Rotherham Fireplace is manufactured to specific dimensions according to the order placed; please ensure you review your quote summary to assess whether the fireplace dimensions are correct for your home. You should contact a member of our team if there are any issues.

Book a Survey Date

Once you have completed your design and opted for installation, you will be asked to book your survey appointment. Once you have selected your survey date, you will then go on to complete your order and pay a deposit which amounts to 10% of your final order total. Once complete, you will receive both confirmation of your order and survey appointment.

Please note: we will do our best to accommodate your preferred appointment date but this is subject to availability within our internal diary systems. You will be contacted by a member of the J. Rotherham team if a change in your survey date does occur. We always recommend a minimum of 1 week from order confirmation to complete a survey.

Confirm or Change

Two days before your survey appointment, we’ll contact you to make sure you are ready for your appointment. The day before your appointment we will be in contact to let you know what time the surveyor will be with you. To avoid cancellation charges, please notify us at least 1 day before your appointment if you need to change the date.


Double check your order

The survey appointment will include further confirmation of your order details and you’ll be shown samples of the fireplace materials you have selected. Please check that the colour and finishes are correct and you are happy with everything on the order such as your choice of hearth, interior or back panels.

We need you

You or your appointed representative must be present during the site survey to make vital decisions. If no one can attend and you haven’t cancelled your appointment in advance, your survey will be aborted. You will not be refunded for an aborted appointment and you will be contacted to book another appointment.

Be prepared

To accurately carry out the survey, we need the area for inspection to be clear. Please move any surrounding furniture, ornaments and crockery for easy access. Please ensure there is adequate lighting in the area to enable the surveyor to carry out measurements. Pets and children need to be kept safely out of the way. Our surveyors will need to be able to park onsite so please remember to get a permit if one is needed.

Your Builders Opening and Appliance

The surveyor will assess the size and position of your builder’s opening against your order details to ensure your fireplace dimensions are compatible. The representative will also assess the appliance you have selected is suitable for your home — this includes a visual check to ensure your chimney is up to standard and meets regulations.

If your builders opening is not the correct size for your fireplace, in most cases, adjustments can be made to either enlarge or decrease the size. Please note, additional charges will result of these adjustments which will be applied to your survey additions summary.

Order adjustments & contract

You can change or amend your order at this stage if you wish. Any items resulting from changes in your order will be disclosed on your updated order summary which will be processed and sent to you after your site survey.

Your outstanding order balance needs to be paid for in full to J. Rotherham immediately after you have received your final Order Summary.

Production and Lead Times

Once your survey is complete, and approved by you or your representative, and your final balance is paid, your fireplace will be sent into production. No alterations can be made to your order beyond this point.

Delivery Booking

Once your survey has been completed, we’ll contact you to book an installation date. You will be notified every 24 hours for up to 7 days until you have confirmed your appointment.

Please note: we will do our best to accommodate your preferred installation date but this can be subject to unexpected changes in lead times. In the unlikely event of a delay we will contact you to change your installation date.

Lead Times

A J. Rotherham fireplace typically takes up to six weeks to manufacture however, this can vary depending on complexity of design and volume of orders. You will be advised of this lead time when placing your order and booking your installation date.


Check your order

Please check your final order documentation prior to your installation appointment. This is to make sure that your order – including material, appliance, and finish options is correct. Please note that if anything is not on the order it isn’t included in the price.

Confirm or change

Two days before your installation date, we’ll contact you to make sure you are ready for your appointment. The day before your appointment we will be in contact to let you know what time the delivery will be with you. Please ensure you or a representative are present for delivery. To avoid cancellation charges, please notify us at least 1 day before your appointment.

Parking and permits

Our delivery team will need to be able to park as close as possible to the entrance of your home – so please make a space on your drive, reserve a place on the street, or get a permit if one is needed.

Health and Safety

Stone fireplaces are large, inflexible and heavy objects that need careful handling. Health and safety is a priority and to ensure that our teams can do the best job, the access route from our delivery vehicle to you’re the location of your new fireplace must be clear.

We recommend that you keep children and pets somewhere safe and out of the way. Please ensure all floor surfaces are covered as heavy items will be handled on site and we would not want to mark your floor or carpet.

J. Rotherham will enter your property at your risk only and cannot be held responsible for any damage should it occur to carpets, wooden floors, furniture etc. where they have not been covered.


We’ll need you again

You or your representative must be present throughout delivery and installation. During this period, and for safety’s sake, we suggest you make the workspace a no-go area for everyone except for yourself and our team. Installation time is dependent on the work required onsite. Based on the outcomes of your site survey, we will advise you on how long installation will take.

Light and Power

Our Installation Team will need access to power and adequate lighting. Power tools will be used to complete final adjustments.

Positioning of appliances

Your fireplace fitter will place your electric fire or stove in your fireplace once your surround is in place. Please note, your fireplace fitter will not be a trained electrician and therefore, won’t be able to perform any adjustments or work with the power supply around your fireplace. You must source your own technician to carry out any required work before the installation of your appliance.
If any electrical work is required, this will be advised at the site survey.

Replacement service

Although we take the maximum care, limestone and granite can break during delivery and installation. This is a rare event and if this happens we will replace or repair the component as soon as possible with no cost to you.

Dust and Noise

We make every effort to keep noise and dust to a minimum but since some adjustments on site are necessary this is unavoidable. For major adjustments such as expansion of your builders
opening, a considerable amount of rubble can be created; in this case, a skip must be onsite on the date of installation – it is your responsibility to provide this. Provision of such requirements will be advised during your site survey.

Stone Colour

To manufacture your fireplace, we use water based saws and it is likely that the stone of your new surround will still be wet when it is installed; as your fireplace dries out, the stone could alter in colour and shade.

For thick section stone (pieces over 40mm thick) it can take six weeks for the stone to fully dry. For thin section stone (pieces less than 30mm thick) it can take four weeks for the stone to fully dry.

Sign off and Aftercare

Survey and Order Check

Your fireplace fitter will walk you through the installation and ask you to check work done against the agreed order and survey documentation to ensure you are happy with the final product.
If you are not happy with something, this is the time to let us know. If you have any issues, please do not use your fireplace until they are resolved.

Final Paperwork

The fireplace fitter will take photographs of the fitted fireplace and will ask you to sign the completion paperwork. By signing the paperwork, you are confirming that the fireplace has been installed successfully and you are happy with the work carried out. We will also ask you to complete our customer satisfaction questionnaire.

Caring for your fireplace

A Stone fireplace is not something you replace often and we want you to enjoy it for many years to come. Your installation team will explain how to best care for your fireplace and will leave you with a fireplace care kit. You can find more care and maintenance information in the material pages of this brochure.

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