Your Fireplace, Our Expertise
Our specialist support team, here to help when you need it.
Customer & Technical Support
Escea’s Customer & Technical Support Team are here to help you get the best from your fireplace – from new installations and warranty support, to troubleshooting and performance queries.
If you already own an Escea fireplace, you’ll find everything you need right here – user guides and manuals, help setting up the SmartHeat app, and more.
Or get in touch with our specialist support team based at Escea HQ in Dunedin – you’ll always speak with people who know Escea fireplaces inside and out.
SmartHeat App
Control your compatible Escea fireplace directly from your smartphone with the Escea SmartHeat App.
User Guides & Manuals
Browse user guides, installation manuals, and product documentation for your fireplace.
FAQs
Do I need to get my gas fireplace serviced?
Yes. Gas fireplaces should be serviced regularly to ensure safe, efficient operation. We recommend an annual service, ideally before winter. A licensed gasfitter must carry this out and provide any required compliance documentation.
Can a TV be installed above a fireplace?
Yes, many inbuilt fireplaces can be designed to accommodate a TV above.
Electric offers the most flexibility, while Escea gas fireplaces allow clearances as low as 200mm when installed to specification. Wood fireplaces are also possible, but require greater clearances and careful design.
Escea's dedicated Architectural Advisory team can help confirm what’s suitable for your project.
What is the best way to light a wood fireplace?
Escea wood fires are best lit using the 'top-down method'. Start by placing larger logs at the bottom, then layer smaller pieces on top, finishing with thin kindling and scrunched newspaper or wood shavings. Firelighters are optional.
As the fire starts, leave the door slightly ajar to help establish airflow. Once the flames are burning strongly, close the door. A well-laid fire should establish within 10–15 minutes. When the fire has burned down to red coals, briefly crack the door to boost airflow before adding more wood.
Get in Touch
To help us get you the right support as quickly as possible, please have the fireplace serial number and installation address handy, along with photos or videos if you can.
This helps our team better understand your fireplace setup and assist you faster from the first contact.