FREQUENTLY ASKED QUESTIONS

GENERAL

What are your shipping & collection options?

Flame offers delivery to your home anywhere in South Africa, or collection at Flame's store.

Delivery options & estimated date will be presented to you in checkout based on your delivery address, the location of the stock, and the availability with our couriers. 

Standard Shipping
Main Centre: 2 to 4 working days
Regional: 2 to 6 working days 
Remote: 3 to 10 working days

Orders under R3,000: R250 | Orders R3,000 or more: FREE

What payment methods are available?

Payment can be made by:

  • Credit card: VISA & Mastercard
  • Debit card: VISA & Mastercard (must be 3D Secure enabled)
  • EFT Transfer
  • Payflex

For more information on what is required to process a payment, proceed to checkout, select your desired option and follow the instructions.

What are your hours of operation?

Our website never closes – you are free to purchase 24 hours a day, 365 days a year.

If you have a query you can reach out to us through the Contact Us form. Our agents will get back to you within 24-48 hours. 

If you would like to speak to an agent, our team is available at the following times:

Monday - Thursday: 08:30 to 17:00 
Friday: 08:30 to 16:00 

*We are closed on public holidays, as well as over the Christmas season from 21 December 2024 - 6 January 2025. Therefore any orders processed during this time will only be delivered after 6 January 2025.

Where is my order? How can I track the status of my order?

We'll email you whenever the status of your order changes.

You can also track your order by navigating to My Orders (under the My Account section of our website). Here you’ll see a history of your purchases, estimated shipping times and the current status of pending orders. 

Unfortunately, we do not have the possibility to speed up the delivery or give you more information than already provided via the tracking link.

What is covered under warranty?

Technical faults with the appliances are covered, however this excludes installation faults and user error. Where a service is requested under warranty and no fault or defect can be found by the technician, all costs incurred will be for the purchaser’s account.

Warranties also exclude glass, fuses and lamps, and are limited to 50km radius from our store.

How do I arrange a service for my appliances?

You can contact our service department either telephonically, via e-mail, or via our Contact Form and we will arrange for a technician to come through.

FREQUENTLY ASKED QUESTIONS

APPLIANCE INSTALLATION

How do I install my built in oven?

In the interests of consumer safety, any adjustments, alterations or replacement parts should only be made or fitted by a suitably qualified and competent person with the machine disconnected from the mains supply.

The surrounding kitchen units must be made of a material able to withstand temperatures of 70°c.

Does my installation have to be done by a registered LPG gas installer?

Yes, it is a legal requirement that all gas installations are done by a registered SAQCC gas installer who carries a valid installer’s license. The installer will provide you with a compliance certificate which the company may request when processing warranty claims. Upon completion of the installation, the installer is required to explain the operational details of the appliance together with the safety instructions.

Do built in ovens require ventilation?

Built-in ovens require adequate ventilation slots – please refer to your product manual for detailed instructions of the ventilation requirements.

What is the correct hanging height of a cooker hood above the cooker top?

The minimum distance above an electric hob is 60cm and the minimum distance above a gas hob is 70cm.

Please note however that the cooker hood should not be hung higher than 75cm otherwise it will lose efficiency.

What gas pressure is required?

Domestic gas appliance require an operating pressure of 2.8kPa. An LPG regulator that complies with the requirements of SANS 1237 must be installed.

Must a cooker hood be ducted out?

Most cooker hoods can be ducted out or re-circulated. Ducting out is the most efficient, however this needs to be as short and as direct as possible and it is imperative that the recommended ducting size is not reduced as this will impact the cooker hood performance.

Turn Your House Into a Home

1 4