Frequently Asked Questions

We receive many questions every day about our products and services. To make it as easy as possible for you, we have put together the most important questions and their answers.

If you cannot find answers for your questions - feel free to contact bioethanol-fireplace.co.uk's customer service by phone, e-mail or live chat.

FAQ - Bioethanol Fireplace

About Biofireplace Group


Do you have a physical store?

No. We do not have a physical store in the UK. Bioethanol-fireplace.co.uk is primarily an online driven store and is part of Bio Fireplace Group, which sells bioethanol fireplaces to most of Europe. However, we have two showrooms in Denmark which are located in:

Langholt (Aalborg): Gravsholtvej 15, Langholt, 9310 Vodskov, Danmark

Valby (Copenhagen): Valby Langgade 30, 2500 Valby, Danmark

You are more than welcome to come see our bio ethanol fires here.

How does your price guarantee work?

We offer a price guarantee on our products. The guarantee is valid so if a product is cheaper elsewhere online, we at Bioethanol-fireplace.co.uk offer a price guarantee, meaning that if you find our products at a cheaper price on another shop, we will match their price. That way you are always ensured a modern bioethanol fire at a low cost and high quality.

Contact our customer support if you wish to redeem price guarantee on one of our products.

How do I get in contact with you?

Our customer service is open weekdays 8:00 am - 3:00 pm. During this time it is possible to communicate with us via our live chat function and/or e-mail, where we try to answer all inquiries within two hours during business hours. It is also possible to call us during our opening hours, where we try to answer all calls as soon as possible.

Drop by our Contact page and read more about how to get in touch with us.

Return Policy

We offer 14-days full return.

We provide full return on all our products, which are not yet in use, and returned in original packaging. This applies up to the entire 14 days. Your right of cancellation applies from the day you receive your product.

When you decide you want to return the package, please fill out the form and follow the instructions, it will make it much easier both for us and for you. (Return form)

Questions about products


I need further information about a product

We always try to give an adequate description of our products. This includes appearance, function, dimensions, etc. If there is not enough information or you wish more information about a certain product, please contact our customer service. In this case, we recommend contacting us by e-mail, since we typically will be able to provide a more complete and precise answer in writing.

To ensure proper communication please inform the item number and/or product name when contacting us.

When will I be charged for my order?

The money is deducted only when the order is dispatched from our facility to the customer. By partial shipment, the money is deducted only when the entire delivery is shipped – unless previously agreed. We never charge the money before sending a package to the customer, so you have some time to cancel the order if needed. Also, if you order an item which is not on stock, the money will not be charged until the moment we send the package.

Will your sold out products be available again?

Yes, most likely. To give an exact answer, we recommend that you contact us by email or by live chat. This ensures a more precise guidance, which benefits both you as a customer and bioethanol-fireplace.co.uk. Delivery times for imported goods will typically vary between 4-30 days depending on whether it is sent by air or sea freight. However, in certain cases we might be able to get the product from an external storage or other suppliers.

Can I see the fireplaces before purchase?

We unfortunately do not have any address, warehouse or showroom in the UK. Instead we try to compensate this by having a lot of pictures, information, and videos of our bioethanol fireplaces for you to find right here on our website. If there is a product that you would like to see more photos or videos of, let us know and we will try to provide them for you.

Can I change my order?

Of course you can change your order if we have not already packed it and it has not been processed yet by our logistics department. If you have received an e-mail with tracking number, it is probably too late to change anything.

To change your order, please contact our customer service as quickly as possible - either by e-mail, live-chat or phone. You will find our contact information here.

Question about fireplaces


How to fill bioethanol fuel into my bioethanol fireplace?

The bioethanol fuel must be poured into the the burner, which is mounted in the body of the ethanol fire. In some bio ethanol fires it is possible to take out the burner, and then fill it, before putting it back in place. However, it may prove to be just as easy to refill directly into the burner without taking it out.

If purchasing bioethanol fuel in large quantities, to achieve greater savings, it would be a good idea to buy a pump for bioethanol. This will avoid spilling outside the burner, as this smart pump makes it easier to refill bioethanol and you avoid the lapping of the big containers.

Can a wall mounted bio fireplace be hung on any type of wall?

Yes, almost all of our wall mounted bio fireplaces come with an isolated rear panel and can therefore be hung on all kinds of walls. In the event, that the fireplaces does not come with an isolated rear panel, this information will be provided in the product description.

However, be aware that some of our wall mounted bioethanol fires weigh up to 40 kg (90 lbs). Here, you must remember to ensure that the intended wall can support this weight before mounting the fireplace.

How to extinguish a possible fire caused by a bio fireplace?

We all know that the fuel for a bioethanol fireplace is made of ethanol and in case of a fire from a leaking bio fireplace do NOT use water to extinguish the fire.

But how do we then extinguish a fire?

If you are unlucky and a fire is caused by bioethanol, you have to extinguish it as you would extinguish an oil, paraffin, and petrol fire. Trying to extinguish the fire with water will just result in intensifying the fire and worsen it.

The best way to extinguish the fire would be to use some kind of chemical fire extinguisher, whose unique chemicals allow extinguishing alcoholic liquids. If you do not have access to a chemical fire extinguisher, the best way to put out the flame is to smother it by using a blanket, cloth or other thick fabric, which is something we have at hand in most homes.

Covering the flames with a thick fabric will limit access of oxygen and extinguish the fire – and of course it is best to act as soon as one sees the fire!

What is the danger of buying too cheap bio fireplaces?

Many would like to have a bio fireplace and some, of course, will try to find the cheapest option, though those can turn out to be dangerous. Warnings regarding buying cheap fireplaces should be taken seriously. 

We must remember that bioethanol, like gas, ignites and extinguishes extremely fast. The fire spreads around in a thousandth of a second. In contrast, wood fireplaces take a few seconds to ignite.

 

Now we know that it is not a good idea to spare some money on bio ethanol fires, since it might mean to put yourself and your pertinences in danger. It is important to remember that we are dealing with fire.

Accidents got the European Commission alert and in consequence they sharpened the requirements for fireplaces that use alcohol as a fuel and they developed a standard of security requirements. Those make it illegal to sell bio fireplaces that do not meet the requirements.

 

How do I clean my biofireplace?

One of the questions we often get is - How do I clean my bioethanol fireplace – and whether it is necessary to clean it?

A bio ethanol fireplace is actually very easy to maintain and does not require much cleaning (Even though it is often used). A bio fireplace does not soot, if you buy high quality bioethanol. This means that the maintenance requirements fall significantly. There may be some black soot on the backboard of the fireplace, if the fire comes too close to it. Therefore, we recommend that you wipe the back plate with a damp cloth every now and then to keep it nice and neat.

  • Keep it clean and neat around the fireplace
  • Polish the fireplace with glass cleaner from time to time
  • Ensure that it is clean around the burning chamber
  • In case of soot stains, use a damp cloth to remove them

If you follow the above steps you ensure a nice and clean bioethanol fireplace and by keeping it clean you lower any risk of a fire hazard and extend the lifespan of you bio fireplace. 

How do I change my ordinary fireplace into a bioethanol fireplace?

We receive many inquiries from customers who want to make their old stove or fireplace usable as a bioethanol fireplace, because it is not used for one reason or another. Rebuilding your old fireplace into a bioethanol fireplace is really simple and you only need a few things to perform the transition.

To build a bio fireplace you need the following:

  • Bioethanol burner
  • Bioethanol
  • A long lighter is recommended
  • Decoration, wood or stones, if preferred

The bioethanol burner is placed in the bottom of your old fireplace. If possible, it is highly recommended to immerse the burner into the bottom of the existing fireplace. It is from here the flames appear when burning bioethanol fuel. The size of the burner is, in principle irrelevant, but it is recommended that you select a container that is appropriate to the size of your fireplace.

Bioethanol fuel is used as a substitute for wood. The bioethanol is filled into the burner and your new bio fireplace is now ready to be used.

It is recommended to invest in a long lighter, because the burner will often be placed at a height or a distance, where it may be unsafe to use a regular lighter. Therefore we recommend using a long lighter, when igniting one of our bio fireplaces.

If you want, you can choose to add some decoration to the biofireplace to make it look more like a traditional fireplace. For the most part, people add either ceramic wood or ceramic stones. The ceramic timber does not burn, but adds a more realistic feel to the fireplace by glowing red hot when placed into the fire.

That is all you need to rebuild an old hearthstone fireplace, or the like, into a modern bioethanol fireplace. If you have any questions regarding the rebuilding of an old fireplace into a bioethanol fireplace, you are always welcome to contact our customer service.

 

Freight and delivery


Proper packaging of goods

We always ensure proper packaging of our products, as to avoid damaged products during transportation. We pack both, the product's inner- and outer parts, and use shipping boxes or bubble wrap envelopes for the respective products, so that our merchandise is correctly protected from damage during shipping.

No packaging or processing fee

Although we make sure that all of our shipments are thoroughly packaged, we do not want it to be at the expense of our customers. Our theory, at Bioethanol-firepace.co.uk, is that it is neither tenable for the sender or the recipient to skip or cut corners when it comes to wrapping packages.

How long is expected shipping time?

Delivery times of stock items are typically 3-5 business days. The vast majority of our orders are shipped the same day, or the day after, depending on the time of booking and if the payment has been accepted. If the product is out of stock and you would like to know when it will be back or you want to know where your package is now, ask our customer service on the live chat or write an e-mail. We will be more than happy to help you.

Are products stored in you own stock?

Bioethanol-fireplace try as much as possible to have the entire range of products in our own stock at all times. This ensures that we can deliver orders as soon as possible. This also means that if you place your order before 04:00 p.m. (UTC+01:00) on weekdays, we can ship the order the same day.

How to purchase?


I'm a new customer – how do I order?

First of all – Welcome to Bioethanol-Fireplace.co.uk! We wish to offer a wide range of great products and savings. When you find the product/products that you are looking for, place the item(s) in your cart, by pressing the button "Add to basket”. Do you wish to add additional products to your order; repeating the previous step can do this.

Do you instead wish to complete your order? Click the button "Basket” in the right top corner. Then just follow the instructions on screen and your order will be complete within minutes.

If you still have questions you are more than welcome to contact our customer service for further instructions.

Can I order by phone?

Yes, it is possible to place an order by phone. This is done so that our customer service employee enters personal information about the customer, so the correct address is entered. The most efficiently process way to order, is however to use our web shop.

Is it possible to pick up my order myself?

Unfortunately it is not, we ship all our products from our warehouse in Denmark. This means that we do not have an address in Great Britain where it is possible to pick up your order.

We are still trying to develop so it is probable that somewhere in the future we will open a showroom in the UK. For now it is impossible to pick up your order by yourself, unless you want to come to Denmark.