FAQs

Whether you are a La Hacienda trade customer or looking to buy any of our product ranges, our frequently asked questions should help you find what you’re looking for.

As a trade only company, we do not supply directly to the general public. To open a trade account, please get in touch via the Contact Us page.

If you want to buy our products directly, they are available from many garden centres and online retailers. Click here to find a local stockist.

La Hacienda is a trade only company, therefore we do not sell our products directly to the general public. Our products are available from many garden centres and online retailers and you find a stockist local to you, here.

If you would like to open a trade account to purchase our products, please let us know via the Contact Us page.

If you’re interested in a product, we recommend finding a local stockist and getting in contact with them before visiting. As they are independent suppliers, who do not have access to their stock list.

It is important to protect your La Hacienda outdoor heating product. Many of the outdoor heating products in the range have covers that can be purchased from many garden centres and online retailers. We have one size covers that fit several models, rather than having one cover per model.

If you need help finding a cover for your product, please get in touch via the Contact Us page and we will try and assist. Please note that we do not offer covers for our electric heaters as these are not designed to be left outdoors when not in use.

Please get in touch with the team via the Contact Us page, who will be able to assist you further. You will need to provide the model number and the name of the retailer from whom it was purchased.

From being placed outdoors and after the first use, a metal item will begin to develop surface rust. This is not a fault of the product and can be removed with a wire brush and repainted with high-temperature metal paint. To minimise any rusting, we recommend covering the product in between uses with a weather-resistant cover. This must only be added when the item is completely cold. During the colder months, we recommend putting it in a frost-free environment.

It is important to follow the instructions that are included with your product. If you do not have instructions, please visit the Contact Us page with your model number and we will assist. Find some helpful tips below:

  • Before use, place a minimum layer of 5cm of normal sand in the base. This will help protect the appliance from excessive heat and cracking. Fuel must not be burnt directly on the appliance base.
  • To start a fire, place a small quantity of kindling wood and rolled newspaper in the base of the unit on top of the sand. Light the paper and allow a flame to build up. Once sufficiently alight, add a small log and allow it to burn slowly. Allow the log to burn out and leave the Chimenea to cool. Repeat this procedure at least twice more. This seals any pores with soot and cures the Chimenea. You can then build larger fires using a couple of logs.
  • WARNING! Do not use spirit or petrol for lighting or re-lighting! Use only firelighters complying with EN 1860-3.
  • If this appliance is left outside temporarily a suitable cover must be used, once it has cooled completely. For long-term storage, this appliance must be stored in an environment that is free from frost, rain and excessive moisture.

Sand is only needed in the base of our Clay Chimeneas. This will help protect the appliance from excessive heat and cracking. Fuel must not be burnt directly on the appliance base.

It is important to follow the instructions that are included with your product. If you do not have instructions, please visit the Contact Us page with your model number and we will assist. Find some helpful tips below:

  • When lifting or moving this appliance, never drag it; seek assistance as necessary
  • If this appliance is left outside temporarily a suitable cover must be used, once it has cooled completely.
  • For long-term storage this appliance must be stored in an environment that is free from frost, rain and excessive moisture.

We will always try to assist where possible but due to producing many models in both our current and previous ranges, we cannot guarantee to have spare parts for every requirement.

Get in touch with the team via the Contact Us page. We’ll require the name and model number, and the part number from the instructions so that we can investigate this further for you.

This is very unusual, and we are sorry that this has happened. We would recommend contacting the retailer from whom it was purchased, and they will be able to help to resolve this.

Although the parts you have received may differ from the images shown, our water feature instructions are universal and suitable for all water features. If you have any difficulty setting up your water feature, please get in touch with our support team here.

No, just make sure you keep your receipt somewhere safe as we will ask to see a copy of it for a claim under the one-year warranty.

Give us a call on 01405 869333 and ask to speak to Product Support. Once you are through to our team, we will do our best to help you.

As a trade only company, we do not share our prices alongside products on the website as this is provided by the retailers who sell our products. Our products are available from many garden centres and online retailers – find your nearest stockist here.

To open a trade account, please get in touch via the Contact Us page so that we can forward your enquiry to the relevant team.

The La Hacienda offices, warehouse and showrooms are not open to the public, so customers are unable to visit. Please browse our product ranges through the website or the online catalogue.

We love to welcome new customers! If want to open a trade account, please get in touch via the Contact Us page so that we can forward your enquiry to the relevant team.