Customer Support
Frequent Questions & Answers
From choosing the right materials to arranging delivery and installation-find complete, honest answers to help curate your perfect outdoor space.
The quickest way to reach us is by email at support@heliosliving.co.za
yes, we deliver nationwide through trusted third-party couriers. In Cape Town, we also keep a vehicle on hand for urgent cases.
We accept payments through PayFast, giving you a secure and convenient way to pay online.
We offer a 14-day return policy, giving you 14 days from receiving your item to request a return. To qualify, the item must be unused, in its original packaging, and in the same condition you received it, along with your invoice or proof of purchase. To start a return, email us at support@heliosliving.co.za and we'll guide you through the next steps.
We import directly from manufacturers from Europe and we keep our margins reasonable, but never compromise on quality. All our fireplaces are CE certified and meet strict manufacturing requirements to ensure superior value and complete safety.
Its double-wall design with built-in vent holes maximises airflow and triggers secondary combustion, burning off smoke as it forms. The result is a fire that's virtually smokeless once it gets going, with less ash and a cleaner burn than an open fire pit.
A small amount of smoke is normal in the first few minutes while the fire pit heats up to the temperature needed for secondary combustion. Once that kicks in, hot air circulates between the inner and outer walls and burns off the smoke almost entirely. Using dry, well-seasoned wood and enough fuel from the start helps this happen faster.
Dry hardwood, such as bluegum, with under 18% moisture gives the best burn. Avoid chemically treated wood, particle board, and accelerants, as these produce harmful fumes and aren't safe to burn.
The Helios Fire Pit is designed for wood and wood pellets. Charcoal isn't recommended.
With good quality hardwood, you can expect 2 to 4 hours of burn time, depending on how much fuel you use. Add more logs as needed once the initial few have burned down.
It's fully portable and safe to use on grass, sand, concrete, paving, or a wooden or composite deck, as long as you use it with the base ring provided, which elevates it slightly for airflow underneath. It's for outdoor use only.
Leave at least 2 metres of clearance from flammable materials, buildings, and overhanging branches, and place it on a level, solid surface.
The Helios Fire Pit is made from corrosion-resistant 304 and 430 stainless steel. It resists rust well, though prolonged exposure to moisture can cause surface rust over time if left uncovered.
Once fully cool, empty the ash pan by tilting it to the side, or use a shop vacuum for a thorough clean. Minimal maintenance is otherwise needed. For storage, keep it covered under a roof or use an all-weather cover, and bring it indoors in particularly harsh weather once it's completely cool and dry.
For maximum efficiency and minimal harm to the environment, use dry, seasoned, hard wood. Don't use wet wood which may smoke and damage the glass of the fireplace.
Yes, and we do this daily. A fireplace is a long-term investment, so our team offers guidance in-store at our Paarden Eiland showroom or over the phone. While we don't do home visits, a photo of the space along with its measurements, including ceiling height, gives us everything we need to recommend the right fireplace and flue for your home.
Kilowatts measure a fireplace's heat output. The larger the space you're heating, the higher the nominal power you'll need to heat it effectively, so this is one of the first things we help you calculate.
Efficiency reflects how much heat you get from a given amount of wood. Traditional open fireplaces manage around 30%, while our modern closed combustion units achieve 75 to 80%, meaning far less energy, and cost, goes up the chimney.
Both are excellent choices, and it largely comes down to the look you want. Steel offers a sleeker, more contemporary profile, while cast iron brings a classic warmth, though we also stock cast iron models with a distinctly modern design.
Yes. Once you've purchased your fireplace, our service coordinator takes over the full installation process, including collecting your fireplace and flue from our showroom and coordinating every step through to completion.
It depends on the fireplace type, your home and complexity of installation can all affect the cost. Call us on +27 21 300 7299, we can discuss your requirements and the costing.
With proper care, our fireplaces are built to last 10 to 20 years. We back that with a 2-year warranty on steel units and a 5-year warranty on cast iron units, terms and conditions apply.
We recommend an annual chimney sweep and inspection, or at least every two years. A professional will check for corrosion and confirm your water seal is intact.
Very little. Very few parts ever need replacing, and glass won't crack under normal use. If it ever does, replacement costs between R1500 and R2800 for genuine SCHOTT ceramic fireproof glass from Germany, and we hold ample stock to supply parts quickly when needed.
Use dry, seasoned hardwood for the best performance and lowest environmental impact. Wet wood burns poorly, produces excess smoke, and can damage your fireplace's glass over time.
Our Smokeless fire pits are under a 5 year warranty
Aluminium is lightweight, rust-resistant, and suits a clean, modern look. Teak is a dense hardwood that naturally resists moisture and weathering, developing a soft silver-grey patina over time if left untreated. Wicker and resin-weave frames offer a woven, textured look while remaining fully weatherproof, making them a low-maintenance option for coastal climates.
No, the Helios Fire Pit is for outdoor use only due to fire and carbon monoxide risks.
Our frame and fabric materials are built for outdoor use and can be left outside. That said, covering your furniture during extended periods of harsh weather, or when it won't be used for a while, helps protect the finish and extends its lifespan.
Both are synthetic performance fabrics designed specifically for outdoor use. They resist fading from UV exposure, repel moisture rather than absorbing it, and hold up to regular outdoor conditions far better than indoor upholstery, without sacrificing comfort.
A classic parasol has a central pole that passes straight through the table, using vertical space efficiently. A cantilever parasol is offset to the side on an angled arm, giving you shade without a pole interrupting your seating area, ideal for lounge settings or larger entertaining spaces.
A Teflon coating adds an extra layer of water and stain resistance to the umbrella canopy, helping it shed rain more effectively and stay cleaner for longer between washes.
Most spills can be wiped clean with a damp cloth and mild soap. For a deeper clean, most outdoor fabrics can be gently hand washed and left to air dry. Avoid harsh chemical cleaners, which can break down the fabric's weatherproof coating over time.
All our patio furniture and umbrellas are backed by a 2 year warranty, terms and conditions apply.
Always use the correct weighted base for your umbrella size, and close it when it's not in use or when wind picks up. Cantilever umbrellas in particular should be lowered in strong wind, as their offset design makes them more susceptible to gusts.
Yes, it affects both stability and compatibility with your base. Larger umbrellas generally use a thicker pole for added strength and wind resistance, so it's worth checking your pole diameter matches the base you're planning to use.
Rockbeam Range: Sintered StoneClassic Range: Granite
No, the unit is made up of 304 & 316 Acid Free Surgical Stainless Steel
5 Years – Sintered Stone3 Years - Stainless Steel1 Year – Burners
No, unfortunately not.
The included components depend on the selected model and configuration. Units may include storage cabinets, preparation surfaces, a built-in gas grill, sink, refrigerator or wine cooler. Please refer to the individual product specification for the exact inclusions.
The ranges differ in their finishes, layouts and appliance configurations. The Rockbeam range includes a wine cooler, while the Classic Stainless Steel range is supplied with a refrigerator.
Yes, Marmont kitchens are designed for outdoor use. However, we recommend installing the kitchen in a covered or partially sheltered area and using a suitable cover when it is not in use.
The kitchen is weather-resistant, but no outdoor kitchen should be considered completely weatherproof. Prolonged exposure to rain, coastal air, harsh sunlight and moisture may affect the finish and appliances over time.
Yes, but coastal environments require additional care because salt air can accelerate corrosion. The surfaces should be cleaned regularly with fresh water, dried thoroughly and protected with the recommended cover.
Some components may arrive preassembled, while others may require positioning, connection and final assembly. The delivery and installation requirements will depend on the selected configuration.
Installation is generally quoted separately unless specifically stated otherwise. Installation costs may vary depending on the location, access and plumbing, electrical or gas connections required.
Depending on the chosen configuration, the kitchen may require an electrical connection, water supply, drainage and an approved gas connection. These services should be prepared by suitably qualified professionals.
The gas supply and appliances must be connected by a registered gas installer in accordance with South African safety regulations. A Certificate of Conformity should be issued where required.
Yes, models containing a refrigerator, wine cooler, lighting or other electrical appliances will require a suitable outdoor-rated electrical connection.
This depends on the selected Marmont model. Some configurations may allow the modules to be positioned differently, subject to service connections, ventilation and installation requirements.
The required clearance will depend on the grill, appliances and surrounding materials. Adequate ventilation and the manufacturer’s recommended safety clearances must always be maintained.
Yes, provided there is sufficient ventilation and the required clearance above and around the grill. The area must not be fully enclosed while gas appliances are operating.
The required gas type is the LPG and cylinder specifications should be roughly a 9kg tank to fit perfectly with the selected kitchen.
It is designed for use as part of the outdoor kitchen, but it should still be protected from direct rain, excessive heat and prolonged exposure to the elements. Appliance ventilation must not be blocked.
Wipe the surfaces with warm water, a mild detergent and a soft cloth. Avoid abrasive cleaners, steel wool, harsh chemicals and metal scouring pads, as these may scratch or damage the finish.
Clean in the direction of the grain with a soft cloth and suitable stainless-steel cleaner. Remove food residue, grease and coastal salt deposits regularly, then rinse and dry the surface.
No. Bleach, chlorine-based products, oven cleaners and abrasive chemicals may damage or discolour the surfaces.
Yes. A properly fitted cover helps protect the kitchen against dust, rain, UV exposure, moisture and coastal air. Ensure that the kitchen is clean and dry before covering it.
Clean and dry all surfaces, remove perishable items, close the gas supply and cover the kitchen. Follow the appliance instructions if switching off the refrigerator or wine cooler.
The range can be viewed at the Helios showroom at 12 Milner Street, Paarden Eiland, Cape Town. Customers can contact the sales team on 021 300 7299 for availability, configurations and quotations.
It has a lifetime guarantee. It does not cover normal wear and tear, scratches, stains, overheating or misuse.
No, but you are welcome to create your own
It is manufactured in France
Chasseur enamelled cast iron does not require traditional seasoning like uncoated cast iron. Before first use, Chasseur recommends washing and drying the cookware, lightly brushing the interior with vegetable oil, warming it gently over low heat and wiping away the excess oil.
Yes. Chasseur enamelled cast-iron cookware is compatible with induction, gas, electric and ceramic hobs. Never use the Booster function on an induction hob, as the rapid temperature increase may cause thermal shock and damage the enamel.
Yes, except for products with wooden handles. The maximum oven temperature depends on the specific product, handle and lid knob. Always consult the product’s individual care instructions.
Most Chasseur enamelled cast-iron products can be placed in the dishwasher, except products with wooden handles. However, frequent dishwasher use is not recommended because strong detergents may dull or tarnish the enamel. Handwashing is preferable.
Allow it to cool naturally, then wash it with warm, soapy water and a soft, non-abrasive sponge. Do not use steel wool, metal scouring pads or abrasive cleaning products.
Soak the cookware in warm water and dishwashing liquid until the residue softens. Clean it gently with a non-abrasive sponge. Never scrape the enamel with a knife or metal utensil.
No. Sudden temperature changes may cause thermal shock and damage or crack the enamel. Allow the cookware to cool before washing it.
Low-to-medium heat is recommended. Chasseur cast iron distributes and retains heat efficiently, so high heat is normally unnecessary. Increase the temperature gradually and avoid fierce flames.
No. Chasseur recommends that the cookware should not be heated while empty. Add a little oil or lightly coat the cooking surface before applying heat.
Wooden, silicone, nylon or heat-resistant plastic utensils are recommended. Avoid metal scrapers and sharp utensils, and never cut food inside the cookware.
The cookware may be too hot, there may not be enough oil, or the food may have been moved too soon. Use low-to-medium heat, lightly oil the cooking surface and allow the cookware to heat gradually.
It does not have a synthetic non-stick coating. However, the enamelled surface helps reduce sticking, and its cooking performance may improve through regular use and light oiling.
Yes, its enamelled surface is suitable for temporary food storage. Allow the cookware and food to cool before refrigerating it, and avoid moving the cookware directly between extreme temperatures.
Brown marks and staining can occur naturally during cooking. Soak the cookware and clean it gently with a non-abrasive cookware cleaner. These marks do not necessarily affect its cooking performance.
White marks may be caused by minerals in water or starch from food. Clean and dry the cookware thoroughly, then apply a very light layer of cooking oil to the affected surface.
The exposed cast-iron edges may develop minor oxidation if moisture remains after washing. Dry the cookware thoroughly and apply a small amount of cooking oil to the affected area.
If the enamel on the cooking surface is chipped or damaged, stop using the product and contact Hydrofire for an assessment.
Chasseur cookware is manufactured from cast iron, which provides excellent heat distribution and heat retention. This helps food cook evenly and remain warm for longer.
Chasseur enamelled cast-iron cookware carries a lifetime guarantee against manufacturing defects when used under normal domestic conditions and according to the prescribed care instructions.
The warranty does not generally cover normal wear and tear, scratches, stains, changes in colour or gloss, accidental damage, chipping caused by knocks, overheating, improper cleaning, frequent dishwasher use, commercial use or failure to follow the care instructions.
Contact Helios with your proof of purchase, photographs of the complete product, close-up photographs of the affected area and a description of how the damage occurred. The product may need to be inspected before the claim is approved.
The warranty does not cover:Normal wear and tear Fading or weathering caused by outdoor exposure Rust or corrosion caused by coastal conditions, salt, chemicals or poor maintenance Mould, mildew or water damage Stains, spills, scratches or accidental damage Damage caused by misuse, overloading or incorrect assembly Damage caused by strong winds or severe weather Commercial use unless agreed to in writing
Manufacturing defects may be covered, but ordinary fading, staining, mould, mildew, water damage and wear from regular use or exposure to the elements are not generally covered.
Although the frames are made for outdoor use, we recommend covering the furniture during wet weather. Cushions should be removed and stored in a clean, dry and well-ventilated place.
Unless specifically stated on the product listing, cushions should be considered water-resistant rather than waterproof. They should not be left exposed to prolonged or heavy rain.
Some fading may occur with prolonged UV exposure. This is a natural result of outdoor use. Protective covers and shaded placement can help reduce fading.
Yes, but chlorine and other pool chemicals should be rinsed off promptly with clean water. Allowing chemicals to remain on the furniture may damage its finish or fabric.
Yes, but coastal environments require more frequent maintenance. Salt deposits should be rinsed off regularly with fresh water, and all surfaces should be dried thoroughly afterward. Coastal corrosion is not considered a manufacturing defect.
Use warm water, mild soap and a soft cloth or sponge. Rinse with clean water and dry thoroughly. Avoid abrasive cleaners, steel wool and harsh chemicals.
Aluminium does not rust in the same way as steel, but its finish can still be affected by salt, moisture, chemicals and scratches. Regular cleaning is particularly important in coastal areas.
Keep steel furniture clean and dry, and inspect it regularly for scratches or chips in the protective coating. Damaged areas should be repaired promptly to help prevent rust.
Remove loose dirt with a soft brush, then wipe the wicker with mild soapy water and a soft cloth. Rinse gently and allow it to dry completely.
Clean rope using mild soap, lukewarm water and a soft brush or cloth. Do not use bleach, abrasive products or high-pressure cleaners.
Clean them with a mild wood-safe solution and follow the recommended maintenance instructions. Natural wood may change colour, develop a patina or show minor surface movement when exposed to outdoor conditions.
No. Pressure washing can damage paint finishes, wicker, rope, fabric and furniture joints. Gentle hand-cleaning is recommended.
Yes, but the cover should allow ventilation. Check the furniture periodically to make sure moisture is not trapped underneath the cover.
Move the furniture and loose cushions to a secure, sheltered area. Lightweight furniture should never be left unsecured during strong winds.
Some items may arrive fully assembled, while others require partial assembly. Assembly requirements will be stated on the relevant product page or confirmed by the sales team.
Please confirm with Helios before purchasing furniture for restaurants, hotels, guest houses or other commercial environments. Commercial use may be subject to different warranty conditions.
Contact Helios with your proof of purchase, a description of the problem, photographs of the complete item and close-up photographs of the affected area. The item may need to be inspected before a warranty decision is made.
Once assessed and approved as a valid warranty claim, Helios may repair the item, replace the defective component or replace the product with a comparable item. The appropriate remedy will depend on the nature of the defect and product availability.The two-year warranty applies from the original date of purchase and does not restart following a repair or replacement. Product-specific warranty terms, where stated, take precedence over these general conditions.
The terms are often used interchangeably. Both provide shade and protection from the sun, although a parasol generally refers to a larger shade structure designed for patios, gardens and outdoor entertainment areas.
Yes, they are designed for outdoor use. However, closing and covering the parasol when it is not being used will help preserve the canopy, frame and operating mechanism.
The canopies are designed to provide shade and help reduce exposure to direct sunlight. The level of UV protection may differ according to the canopy fabric and selected model.
The canopies are water-resistant and can provide protection from light rain. They should not be relied upon as permanent waterproof structures or left open during heavy rain or storms.
Certain models include features designed to improve stability in windy conditions. However, no outdoor parasol should be considered completely windproof. Always close and secure the parasol when strong winds are expected or when it is left unattended.
No. We recommend closing and securing the parasol overnight and whenever it is unattended. Weather conditions can change unexpectedly and may cause damage.
The correct base depends on the size, weight and design of the parasol, as well as where it will be positioned. Larger parasols generally require heavier or permanently secured bases. Our sales team can recommend a suitable option.
Only use a base that is compatible with the parasol’s pole diameter, size and weight requirements. An unsuitable or undersized base may cause the parasol to tip over or become damaged.
Replacement canopies may be available for selected models and sizes. Contact us with the product name, dimensions, colour and photographs so that compatibility can be confirmed.
Certain canopies can be removed, but the removal process differs between models. Refer to the product instructions or contact us before attempting to remove it.
Remove loose dust with a soft brush. Spot-clean the fabric using lukewarm water, mild soap and a soft cloth or sponge. Avoid bleach, abrasive cleaners, harsh chemicals and pressure washing.
Do not machine-wash the canopy unless the care instructions for the specific product expressly permit it. Machine washing may damage the protective coating, stitching or shape of the canopy.
Clean wooden frames with a soft, damp cloth and allow them to dry completely. Depending on the finish and level of exposure, the wood may require periodic treatment with a suitable outdoor wood-care product.
Wipe the frame with warm water, mild soap and a soft cloth. Rinse and dry thoroughly. Avoid abrasive cleaners and steel wool, which may scratch or damage the finish.
Yes, but coastal conditions require additional maintenance. Salt deposits should be rinsed off regularly with fresh water, and the frame and fittings should be dried thoroughly to reduce the risk of corrosion.
Outdoor fabric may gradually fade after prolonged exposure to sunlight. Closing and covering the parasol when it is not being used will help preserve the canopy’s colour and appearance.
Mould or mildew may develop if the canopy is covered or stored while damp. Always allow the canopy to dry completely before closing, covering or storing it.
Still have questions? We're here to help.
Our team is available to assist with any questions about our products, installation, or care.
