Order and Delivery FAQs

To place an order, you simply add the product(s) to your basket, fill in your delivery details, phone number and e-mail, choose your desired delivery- and payment method, and you're good to go.

Should you have any questions or doubts about anything during the checkout process, you're always more than welcome to contact our customer service who'd be happy in assisting you with the placement of your order.

Yes you can! We'd be more than happy to enter your order for you. However, please be aware that we're not allowed to take payment over the phone, so we'll offer to send you the order confirmation and a payment link through e-mail.

When placing an order on the website, you can pay by the following payment methods:

• Credit card
• Paypal
• Klarna
• Bank transfer

We're not allowed to withdraw the payment until we ship your order. That's why the payment might show as 'pending' or might not show at all! Once we ship your order, we'll notify you by e-mail as well has withdraw the payment for the order in question. Should you have any questions or doubts about this, you're always more than welcome to reach out to us.

This might be due to shipping delays or disruptions. Unfortunately, delays due happen, but should you have any questions regarding this, we always suggest that you contact our customer service for the best advise.

Shipping costs vary! We always offer free shipping on orders above £99, otherwise shipping costs and options will always be visible at checkout.

Absolutely! If the item(s) is out of stock when ordering, your order will just be reserved in our system until all items are back in stock and ready for shipment. We're not allowed to withdraw the payment until we finalize and ship the order. This means that the payment will not be withdrawn from your account or it might appear as pending until shipped. Please note that by bank transfer, we'll have the payment before shipment.

We always try to write as elaborate product descriptions as possible and to include all specifications, technical data, and manuals of the products, but sometimes you just need a little bit extra. If you need additional data or specifications of the product you're looking at, you can always contact us for further details.

Yes, absolutely! We have a newly-renovated showroom in Greenwich, London where we have a variety of fireplaces on display, so you can get lots of inspiration. You can read and see more about the showroom here.

Should you have an enquiry about a specific fireplace model, do reach out to our team who'd be able to advise you.

Yes! Should you have changed your mind, you are always more than welcome to change or update your order.

Bioethanol-firepalce.co.uk offers price guarantee on all our products. This means that if you fins a bio fireplace similar to one of ours somewhere else, we'll price match. If you want to make use of our price guarantee, you should contact our customer service through our live-chat on the website or send an e-mail to info@bioethanol-fireplace.co.uk. There are a few requirements that needs to be met for us to offer price match, which you can read more about here.

Delivery times vary. We try to stock most of our products to reduce delivery time, however it does occur that some of our products are sold out or non-inventory items which adds to the delivery time.

When products are in stock, delivery time is usually 1-3 business days, however, if the product is in stock at our Danish warehouse, delivery time is 1-2 weeks. If the product is a non-inventory item, lead time can vary from 3-8 weeks.

Delivery time and expected stock date is always stated under each product, however, should you have any questions about delivery times of a certain product, please contact our customer service.

We sure do! We ship most of your orders to Ireland from our warehouse in Denmark. Delivery time is approximately 4-5 business days when shipping to Ireland from Denmark, and delivery charge is £19. When shipping from Denmark, we avoid additional customs and taxes.

You can read more about shipping bioethanol fireplaces to Ireland here.

Absolutely! However, lead time will be a bit longer. You should expect your order to arrive in 4-5 business days, if it's a stock item. Please be also aware that we cannot ship bioethanol fuel to Isle of Wight, Isle of Man, Jersey or Guernsey.

You'll always be notified by e-mail once we ship your order from our warehouse. We'll send you tracking as well as an invoice.

However, should your item be a stock item from our Danish warehouse, you'll be notified once we ship your order to our UK warehouse, and further once the order has left our UK warehouse.

Yes it can! We offer white glove delivery with BJS. For an extra £99, BJS offers to carry the fireplace inside the house and place it in the room you prefer.

If this is the case; we're sorry! This might be due to a delay from the delivery company we use. It could also be (which we most certainly do not hope!) that the package has been lost in transit. 

If you haven't received your order within the stated delivery time slot, we encourage you to contact customer service to investigate further.

If you didn't receive all items from your order, it could be that the missing items are sold out and will be shipped when they're back in stock at the warehouse.

Sometimes we ship your orders in individual packages, and not together, and one of the packages might be delayed and will arrive a bit later than the other packages.

Oh no! We always make sure that the packages are well packaged and secure before delivery, however, sometimes transport damage does happen, which is unfortunate. Please let us know and we'll find a solution.

If the fireplace doesn't live up to your expectations, you can return the product within 14 days of receiving it. Fill out the form or contact out customer service to hear more about the return process.