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Frequently Asked Questions

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

If you cannot find answers for your questions - feel free to contact our customer service by phone, mail or chat.

FAQ - Bioethanol Fireplace

About Biofireplace Group


How do I get in contact with you?

Our customer service is open weekdays 10:00 a.m. to 4:00 p.m. During this time it is possible to communicate with us via our live chat function and/or 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.


Do you have a physical store?

No. We do not have a physical store. Bioethanol-fireplace.co.uk is primarily an online driven store owned by CC-Trading ApS and is part of Bio Fireplace Group, which sells bioethanol fireplaces to most of Europe. However, we have a showroom which is located in:

Denmark, Hadsundvej 70
9000 Aalborg
Denmark

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


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 up the form and follow the instructions, it will make it much easier both for us and for you. (Return form)


How does your price guarantee work?

We offer a price guarantee on our products. The guarantee is valid so that if a product is cheaper elsewhere on the Internet, what we do at Bioethanol-fireplace.co.uk, is 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.

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 isn’t enough information or you wish for more information about the product, please contact our customer support. In this case, we recommend contacting us by email, since we typically will be able to send a more complete answer in writing.

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


Can I see the fireplaces before purchase?

We unfortunately do not have any address, warehouse or showroom in Great Britain. 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.


When I will 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 that you have some time to cancel the order if needed. Also, if you order an item which is not on stock, the money won't be charged until the moment we send the package.


Can I change my order?

Of course you can change your order if we haven’t already packed it and it has not been processed yet, by our logistics department. If you have received an email 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.


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 a 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.

Question about fireplaces


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 don’t come with an isolated rear panel, this information will be provided in the product description.

However, be aware that some of our wall-mounted biofireplaces 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 biofireplace do NOT use water to extinguish the fire.


But how do we turn 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 an 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 of extinguish the fire – and of course it is better 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 biofireplace 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. In France, where biofireplaces are more popular, a series of serious accidents have happened due to the bad quality of the burners. The burner had a leak and therefore the burning bioethanol leaked out. Consequently, the fire spread around. It was because it was made of bad quality materials, which expanded and shrunk with the change of temperatures, and as a result a leakage was produced. The material could not hold the pressure anymore, so the fuel streamed out while completely breaking the burner.

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 in biofireplaces, 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 biofireplaces that do not meet the requirements.


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

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

It is recommended to invest in a long lighter, because the burner will often be places 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. The most commonly, people add either ceramic wood or ceramic stones. The ceramic timber doesn’t 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 support.


How to fill bioethanol into my bio fireplace?

The bioethanol must be poured into the burning chamber, which is mounted in the body of the biofireplace. In some biofireplaces 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 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.


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 biofireplace 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 biofireplace.

Freight and delivery


How long is expected shipping time?

Delivery times of stock items are typically 2-3 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 is your package now, ask our customer service on the chat or write an email. We will be more than happy to help you.


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 don’t 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.


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.

Are you still having questions you are more than welcome to contact our customer support, for further instructions.


Can I order by phone?

Yes, it’s 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. For more information or help, follow our Ordering Guide, which describes how the ordering process works.


Is it possible to pick up my order myself?

Unfortunately 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’s 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.