Frequently Asked Questions

Purchasing

1. Can I buy direct from La Hacienda?

   La Hacienda are wholesalers and sell products to trade customers only. If you would like to receive a trade catalogue and open an account please register here.

   If you are a member of the public our products can be purchased at your nearest supplier or online.

2. How can I find my local supplier?

   La Hacienda products are available across all major garden centre groups, DIY chains and good independent garden centres.

   If you need help locating a supplier, please contact us via e-mail through the website or by telephone on 01285 762060.

General Questions

1. Why buy La Hacienda?

   La Hacienda are the UK market leaders in all forms of real fire patio heating. At the forefront of the chimenea and firepit market for over a decade, we have the widest range available with styles and sizes to suit all.

2. What is a chimenea?

   An enclosed real fire for your patio or garden.

3. What is the function of a chimenea?

   Chimeneas allow you to gently heat an area of your garden or patio so that you can enjoy your outdoor space for longer.

4. Should I buy clay, cast iron or steel?

   Clay chimeneas originated from Mexico and are authentic and more natural looking. Cast iron and steel chimeneas are made to our high standards in the Far East and have the same function as clay chimeneas. Clay chimeneas need a little more care and attention to avoid breakage. Cast Iron and steel chimeneas are more durable. Really it is a matter of personal taste as to which chimenea you choose.

5. Where do I site my chimenea?

   A chimenea is suitable for positioning outdoors on firm, level and non-flammable ground.

   The assembled chimenea is heavy and it is recommended the unit is not moved once positioned and must not be moved while in use.

   The body of the chimenea will become very hot during use so it should be positioned at least 2metres away from walls, fences and other structures. A minimum overhead clearance of 2metres is also required.

6. How do I start a fire in my chimenea?

   Please read all instructions first as some products require extra preparation – all clay chimeneas must be cured before use. Light kindling should be used to start a small controlled fire. Once this is going it can then be added to with larger pieces. This should be repeated until the fire is substantial enough to burn a log. Please note fuel should never protrude from the front opening of the chimenea and flames should never be visible from the top of the chimney flue.

   DO NOT use petrol, white spirit, lighter fuel, alcohol or similar items to light a fire.

7. What fuel do I use?

   Use La Hacienda heat logs or untreated wood fuel. In some cases charcoal can be used, please check the instructions for your model.

   DO NOT use petrol, white spirit, lighter fuel, alcohol or similar items to light a fire.

Maintenance

1. Will chimeneas change colour?

   Yes, clay chimeneas generally have a paint finish that will mellow and change over time. If the chimenea is fired very hot, it will discolour more quickly. Cast Iron and Steel chimeneas will develop surface rust over time. This is not a fault and the chimenea will not rust through.

   Clay chimeneas should be sealed with a water proof sealant (La Hacienda Chimseal) each year, or more frequently depending on how often the chimenea is used.

   We recommend that all chimeneas are stored covered with a La Hacienda rain cover. Ensure your product is cold before covering.

2. How do I reduce the effects of corrosion?

   Metal chimeneas will develop surface rust over time, more so if burnt very hot or left uncovered in the rain. After use, rub your chimenea down with an oily rag and cover with the appropriate chimenea cover, to help reduce the effects of corrosion. If you want to renew the finish, coat with a high temperature paint (La Hacienda paint is resistant up to 650 degrees C).

3. Will the surface get hot?

   Yes – it will get very hot, keep children & pets at a safe distance from the chimenea when in use.

4. Can I cook on my chimenea?

   The intended purpose of our chimeneas is background outdoor heating. However some models have grills that can be used for basic barbecue cooking. Check your instructions for more details.

5. How do I extinguish my chimenea fire?

   Stop adding fuel and allow the fire in the chimenea to die, or douse with sand.

   DO NOT use water as this could damage or crack the chimenea.

6. Are the decorative accessories frost resistant?

   Unfortunately not, they will need to be protected from the cold winter weather.

Parts

1. I have no instructions, what do I do?

   Contact your retailer who should be able to replace your instruction leaflet. All of our outdoor heating products feature full instructions which must be followed carefully. Do not use your product until you have read the instructions and please retain them for further reference. La Hacienda can not be held responsible for any damage to your product where the instructions have not be followed.

2. A part is missing from the box, what do I do?

   We apologise for any inconvenience caused, please contact your retailer who will be able to help.

3. A part was damaged when I got it home what do I do?

   We apologise for any inconvenience caused, please contact your retailer who will be able to arrange a replacement.

Clay Chimeneas

1. Why do I have to cure the chimenea?

   This is a secondary firing of the chimenea and seals any pores on the inside of the body. This is of particular importance as the chimenea may crack if this is not done as instructed.

2. Why put a layer of sand in the bottom?

   This layer of sand is a great insulator and keeps the hottest part of the fire from direct contact with the base of the chimenea. It must be in the base of the chimenea every time a fire is made. Any sand can be used as long as it covers the base with a 5cm layer. This is of particular importance as the chimenea may crack if this is not done as instructed.

3. Why do I have to start the fire slowly?

   A clay chimenea can crack due to thermal shock if heated too quickly. Therefore always start the fire slowly and do not use lighting fluids etc. to start a fire. La Hacienda natural Ocote sticks or newspaper and kindling are the best. This is of particular importance as the chimenea may crack if this is not done as instructed.

4. Can I have a roaring fire?

   No – the clay chimenea body holds heat and radiates it all around. A small to medium size fire is all that’s needed. Roaring fires with flames coming out of the top will damage or crack your chimenea.

Maintenance

1. My chimenea has a small crack, what do I do?

   The drying process during manufacture can often result in minor hairline cracks on the surface of the chimenea. This is normal and will not affect use. Hairline cracks will also appear in a clay chimenea after burning and this too is normal. The chimenea will function perfectly well for many years like this.

2. Do I have to seal my clay chimenea?

   Your chimenea has been pre-sealed but after use, the seal begins to break down (especially if burnt too hot). Use a clay or brick water sealer and coat every 2 or 3 months. La Hacienda Chimseal is ideal.

3. Do I have to cover the chimenea?

   Yes – this keeps the rain out. Many come with rain covers that should be used, especially over winter. Only apply when the chimenea is completely cool.

4. What happens if rain gets in my chimenea?

   The clay will soak up moisture. However the chimenea can still be used but start the fire very slowly afterwards to allow the moisture to steam off slowly. Trapped moisture that expands too fast can crack the chimenea and La Hacienda can not be held liable for such damage. If a lid is provided with your model, always place this on the chimenea top when not in use to protect from rainwater ingress.

Buschbeck Masonry Barbecues

1. What are the advantages of a Masonry Barbecue?

   This product makes a striking garden feature and the double walled construction of the fireplace allows you to choose either charcoal or wood as your fuel (all models except Montana). The unique material that our barbecue fireplaces are manufactured from means that there is no need to paint or render them. Buschbeck is the only European manufacturer of Masonry Barbecue Fireplaces to have been awarded the TUV/GS product safety Standard.

2. How is the item delivered?

   The Buschbeck product range is available for dispatch from our warehouse. Our carriers will be in touch to arrange a delivery day, this us usually within 5 working days from when the order is received by La Hacienda.

3. Is the item delivered assembled?

   Buschbeck barbecues are delivered on one shrink wrapped pallet complete with printed assembly instructions and can weigh up to 450 kilos. Each Buschbeck barbecue contains approximately 10 sectional components of which only two require mortaring with the cement provided. Two people are required to assemble Buschbeck barbecues, as some of the individual components are quite heavy. Our transport providers will deliver your Buschbeck barbecue fireplace, as a kerb-side delivery to the nearest vehicular access point.

4. How do I site my Buschbeck?

   A Buschbeck must be outdoors on firm and even ground. It must be sited at least 1 meter away from any combustible materials and any overhanging branches.

Stoves

1. Are La Hacienda stoves British Standard tested?

   Yes, all of our stoves have undergone British Standard BS EN 13240:2001 + Amd 2:2004 testing.

2. Do you provide an installation service?

   No. We recommend you use a qualified installer, your retailer may be able to suggest one.

3. What is an airwash system?

   This is a system where secondary air is drawn into the stove (by combustion) through the top vent slide and deflected down the back face of the glass, thus reducing the smoke coming into contact with the glass and depositing soot on the glass. It does not mean that you will never have to clean the glass, but substantially elongates the periods between having to do so. The air wash system works best when burning dry wood. Wet and pitchy wood will produce more deposits on the glass. Also, deposits will form on the black of the glass when the stove is operated on low heat for extended periods.

   To clean the glass either use an oven cleaning fluid or dip a wet cloth in the wood ash (not coal ash as this may scratch the glass) and gently rub clean. Only do this when the stove is cold and ensure the glass is dry before re-lighting.

4. What is the function of the baffle plate?

   The difference between older wood stoves and modern wood stoves is the upper baffle chamber (the area above the baffle plate). This area encourages the burning of secondary exhaust gasses, and can lead to a far higher temperature being achieved.

   To ensure the maximum efficiency is achieved, please ensure the baffle plate is positioned correctly, as per the instructions.

5. What type of glass is used?

   German made high quality “Schott” Glass.

6. Where is the flue connector situated?

   All La Hacienda stoves come with a flue connector and it is situated on the top or the rear of the stove – a blanking plate is provided for the disused connector.

7. Can the stove be used without it’s legs attached?

   No, stoves cannot be used without the legs attached.

8. Does the stove come with a flue?

   No, flue pipes are not included but are widely available.

9. What is the diameter of the flue?

   Most flues are 5” diameter, except Warwick and Woburn which are 6” diameter.

10. What accessories come with the stove?

    All stoves come with an ash pan, heat resistant glove and handle.

11. Does the stove have firebricks inside?

    All La Hacienda stoves have dual cast iron walls, giving them added durability eliminating the need for firebricks.

12. What is the output of a stove?

    The nominal heat output of our stoves ranges between 5 - 9.5 kW. Although the maximum output of the largest stove (Woburn) is 16Kw.

13. How do I decide how much heat output I need to heat a room?

    To make this easy you can use our stove calculator, but here is the calculation we use.

    This heat calculation is an approximate guide and can be affected by many variables such as home insulation, wind, the moisture content of the wood being burned and the number of windows in the room:

    Volume of the room (m3) ÷ 14 = Stove Output (Kw)

    So for a room with 4 meter width, 5 meter length and 2.5 meter height:

    (4m x 5m x 2.5m) ÷ 14 = 3.6Kw

14. What fuel does the stove require?

    La Hacienda stoves are tested as suitable for wood burning only.

    Use only seasoned wood that has been dried for at least a year – ideal wood Ash, Birch, Hawthorn, Hazel, Oak.

    Do not over stack logs – ensure they are below the log guard.

15. Is the stove covered by warranty?

    All stoves are covered by statutory consumer rights.

16. Are spare parts available?

    We have a limited supply of spare parts so please contact La Hacienda for availability.

17. How do I maintain my stove?

    Ensure ash is emptied and cleared out regularly – including soot and resin deposits from behind the baffle plate (Baffle plate may buckle or burn out if this is not done regularly).

    Ensure that the rope gasket is sealing – replace/re-glue if required using rope adhesive (obtained from stove/hardware outlet).

Trade

1. How do I obtain a catalogue and price list?

   To receive a La Hacienda catalogue, please register as a La Hacienda Customer.

2. How do I contact a sales agent?

   Please register as a La Hacienda Customer and we will arrange for the appropriate sales agent to contact you within 2 working days.

3. How do I open an account?

   In order to open a trade account, please register as a La Hacienda Customer. Our accounts department will then forward the appropriate forms to you within 2 working days.