Here you’ll find answers to the most frequently asked questions from our customers.

If you can’t find what you’re looking for or require more support on a specific project, please get in touch with one of our branches or send us a message, we’ll be more than happy to help.

How do I place an order?

First find the products you want to order using either the search bar at the top of the website or by navigating through the relevant sections. Once you’ve found your product click ‘Add to Cart’, and repeat this for every product you need to order. When you have everything you need, click on ‘Your Basket’ at the top of the screen and then ‘Check Out’. Then simply log in or check out as a guest and follow the on-screen instructions to select your delivery options, before filling out your delivery and payment details. Finally, click ‘Place Order’ to complete your order. You will be shown an order complete page and will shortly receive an email confirmation of your order.

How can I open a trade account?

It’s easy to open a trade account. Just complete the following form or call us on 0121 555 6789. We’ll contact you as soon as your account is activated.

Can I amend my order once it’s been submitted?

Once you’ve placed an order, your order is sent immediately to our warehouse to process for delivery, meaning amendments cannot be made.

How do I return an item?

While we hope that you don’t have to return any of your products, if you do need to we’ll make it as quick and easy as possible. See our Delivery & Returns for more information.

Where can I find a copy of Docherty Trade’s catalogue?

The latest Docherty Trade catalogue is out now and is packed full of great deals and products. You can get a digital copy of the latest Docherty Trade catalogue here or you can request a printed copy.

Is there a minimum order value?

We have no minimum order value.

My order is missing an item, what should I do?

First, double check whether you have received all parcels on the consignment. Your order may turn up in more than one parcel. If you’ve received all of your parcels, but an item is still missing, get in touch with us with your order details so we can investigate further. If you have collected your order in branch and some products are missing, please return to the branch for assistance, or let us know here.

Can I track my order?

This functionality will be available in the future. In the meantime, if you require an update on your order then you can contact your local Docherty Trade branch who can provide these details.

Can I have my order delivered to a different address?

Yes. There is an opportunity for you to enter the delivery address details on the address page of the Checkout. Or, if you are already registered with Docherty Trade you can add additional addresses to your address book.

Can I collect my order from my local Docherty Trade branch?

Yes. We have a next day Click & Collect service where you can choose to pick up your order from your closest Docherty Trade branch.

How long will my order take to arrive?

If you have placed your order before 3pm then we are able to deliver next day utilising our own network of vehicles. However, for out of area deliveries we use a National carrier who are committed to delivering the goods within 24hrs.

Can I have my delivery at a specific time?

We do offer morning and afternoon slots for your deliveries. Moving forward we will be able to offer a timed delivery slot for your convenience.

I am ordering from Northern Ireland, how long can I expect to wait for delivery?

We are able to provide goods to Northern Ireland within 48hrs, as long as the order is received prior to 3pm.

I’m outside the UK, can I still order?

Yes we accept orders from overseas, however individual carriage rates will apply.

How does click & collect work?

It’s easy! Just place your order online and select the ‘Click & Collect’ delivery option. Then choose your preferred branch and complete your order as usual. You will receive an Order Confirmation Email to confirm your order is placed. Your order will then be processed and delivered to your chosen branch the next working day (if ordered before 3pm). When it has arrived you will receive a second email advising that your order is ready for collection. When you’re ready, bring your confirmation email or order number with you, and collect your parcel from your chosen branch.

When will my order be ready to collect?

When you order for Click & Collect, we’ll get the item from the warehouse to your branch ready for you to collect the next day.

I placed an order for collection but no longer need it. What do I do?

If you want to cancel the order for a full refund, please Contact Us. Your items will be held at your selected Docherty Trade branch for 14 days. After this, your order will be put back to stock.

How long will a branch hold my order for?

Your items will be held at your selected Docherty Trade branch for 14 days. After this, your order will be put back to stock.

Why buy from Docherty Trade?

Docherty Trade has the largest national network of branches to serve our customers, we offer next day deliveries and are often able to fulfil local orders same day where our customers require that extra service. The product range we hold is comprehensive and this is supported by experienced and knowledgeable staff in each of our branches. When you buy Docherty you buy an expectation for quality and customer service.

Why should I use Flexmaster or Fireflexmaster as a flue liner?

Docherty Trade’s Fireflexmaster and Flexmaster are premium flex products that are unique within the UK solid fuel markets. These liners are twin strip and made on Fireflex machines and not Drossback machines which allow the flex to be both strong and flexible. Many Docherty customers have built a strong reputation for quality on the back of installing Docherty Fireflex products.

What is the difference between 316 and 904 grade liner?

Quality. 904-grade is a higher grade of stainless steel than the 316-grade and is less likely over time to corrode from the inside. A 904-grade liner is created to have increased resistance to sulphuric acid, however, as a result, it is more expensive. Fossil fuels contain sulphur, which converts readily to sulphuric acid. A 904-grade liner is the safer choice for stoves that will burn smokeless fuel or anthracite. However, both our 316-grade liner and 904-grade liner come with a lifetime warranty.

Where can I get a manual for my product?

You can find a manual for your product by viewing the ‘Downloads’ section of the product page.

Do I need to install a single wall or twin wall flue system?

Choosing between a Single Wall or Twin Wall flue system depends largely on whether or not the customer has an accessible chimney in the preferred installation location.

What diameter flue do I need?

Docherty Trade’s flue liner is available in many different diameters, but the most popular flue diameter is 5″ or 6″. This will cover stove installations up to 20kW. It’s important to choose the right size flue for your installation, as a flue that is too big can be as wrong as a flue that is too small. A flue that is too large can reduce draught, meaning flue gases won’t rise to the top of the chimney stack.

Should I put an adjustable length in the system?

An adjustable section is a really useful addition to a stove to make it easy to add and remove. By not putting in an adjustable section, and instead stacking each item on top of another, usually means it’s not possible to remove the stove at all.

Is my flue liner directional?

Yes, Docherty Trade’s Flexmaster and Fireflexmaster Liners are directional. There is a small arrow on the outside of the liner to indicate the correct fitment which must be pointed upwards.

How do I know if the chimney system I’ve chosen is correct for my customer?

We’ve made a quick guide to help decipher the European Standard designations which can be found here: {INSERT LINK}.

The appliance I’m installing is condensing, which systems can I use?

Our range of Metaloterm chimney systems are suitable for condensing applications. For our Single Wall Metaloterm ME System, click here. For our Twin Wall Metaloterm MF System, click here.

Do I need extra room ventilation?

For most UK houses no extra ventilation is needed when installing a stove rated 5kW or less. Any stoves rated above 5kW will need a permanent air vent installed in the same room as the stove in order to allow proper combustion.

What size vent do I require?

The vent will need to be a minimum of 550mm² per kW above 5 kW. For example, a stove rated at 8kW would need 550mm² x 3 = 1650mm².

Where is the best location to install a CO alarm?

Ideally, CO alarms should be placed in the same rooms where there are potential hazards. They are better off being fixed on the wall and at least 15cm away from the ceiling. And when placed in the same room as a possible source, it’s better to place them between 1m and 3m away from the appliance.

What regulations do I need to adhere to when fitting a stove/liner/flue system?

Any work that affects an existing chimney (such as the installation of a stove or flue liner), or that creates a new chimney, is classified under Building Regulations. Any flue or chimney work should adhere to Document J building regulations.