Frequently Asked Questions
Please contact our customer service department if you cannot find the answer to your questions below.
Teachnical Questions
Does it give real heat?
Yes. It is a real flame producing around 25 kW, enough to take the chill off a room. It is a secondary heat source, not a replacement for central heating.
How long does assembly take?
About 10 minutes. No tools needed. Everything you need is in the box and a manual is included.
What fuel does it use?
Only bioethanol made for fireplaces, 96%+ purity. Never use any other fuel and never add anything to the burner.
Do I need a chimney, flue or any installation?
No. There is no flue, no gas line, no electricity and no building work. Assemble the base and dome, fill the burner, light it.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
You expect 4 to 8 working days within the UK free shipping.
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
You have 30 days to return an unused fire in its original packaging. Warranty: 2 years.
About your fireplace
Is bioethanol included?
No, bioethanol is not included.
We recommend to use only bioethanol made for fireplaces, 96%+ purity. Never use any other fuel and never add anything to the burner.
It's available in supermarkets, hardware stores, and garden centres.
Does it produce smoke or smell?
No smoke, ash or soot. Bioethanol burns into heat, water vapour and a small amount of CO2.
You may notice a faint scent for a few seconds when lighting or extinguishing.
How long does a flame last?
The flame will last 3 to 5 hours per refill, depending on the burner opening. The tank holds 1.5 litres. With a lower flame, the burn time is longer.
Can I use it outside?
Yes, on a terrace or balcony in calm weather.
Bring it inside or cover it afterwards, as it should not be left out in the rain.
Is it safe indoors?
Yes, in a normally ventilated room. Like a candle or gas hob, it uses oxygen, so avoid very small closed rooms and open a window now and then during long burns.
Our fires meet BS EN 16647, the European standard for ethanol fireplaces.
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