Help Center

We ship parts or replacements from our service center in Romania, via DHL Express. Delivery should take 7 business days, depending on your location.

If your firebox is not working properly, we'll try to help you remotely. If a remote fix is not possible, you'll have to send it back and we’ll repl...

In case of shipping damages, we will replace parts or the entire product for free. Get support.

Yes, we can send you a new remote or other missing accessories for free. Get support.

Imperfections are beautiful sometimes, but not when it comes to our products. If the mantel has any flaw, we’ll send you replacement parts in no time. You w...

Yes, we will send the missing part, please request support.

Imperfections are beautiful sometimes, but not when it comes to our products. If the mantel has any flaw, we’ll send you replacement parts in no time. You w...

No, damaged parts should be disposed.

Please call the nearest sorting center or waste disposal site in order to correctly dispose the spare parts you no longer wish to use, according to your reg...

In case you contact customer service, we'll ask for your fireplace's model number. You can find it on the back of the unit or on the product's p...