Issues

How long does it take to replace my product or receive spare parts?
We ship parts or replacements from our service center in Romania, via DHL Express. Delivery should take 7 business days, depending on your location.
Thu, 19 May, 2022 at 3:46 PM
My electric firebox does not work properly or doesn't turn on. Can I get it repaired?
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 re...
Thu, 19 May, 2022 at 3:46 PM
My firebox arrived damaged. Can I get it repaired or replaced?
In case of shipping damages, we will replace parts or the entire product for free. Get support.
Thu, 19 May, 2022 at 3:47 PM
The remote control is missing. Can I get a new one?
Yes, we can send you a new remote or other missing accessories for free. Get support.
Thu, 19 May, 2022 at 3:47 PM
My fireplace mantel was damaged during shipping. What can I do?
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...
Thu, 19 May, 2022 at 3:47 PM
What should I do if I’m missing a part from my package? Can I get a replacement?
Yes, we will send the missing part, please request support.
Thu, 19 May, 2022 at 3:47 PM
My mantel has a part with cosmetic imperfections or paint defects. What should I do?
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...
Thu, 19 May, 2022 at 3:48 PM
Do I need to send the damaged parts back to you?
No, damaged parts should be disposed.
Thu, 19 May, 2022 at 3:48 PM
What is the best way to recycle or dispose of the defective parts?
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...
Thu, 19 May, 2022 at 3:48 PM
Where can I find my product's model number?
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'...
Mon, 30 May, 2022 at 7:24 PM