Frequently Asked Questions about Pellet Stoves (FAQ)
Got questions about your Flamesa pellet heater, delivery or our returns policy? Don't worry, you're not the only one. We've gathered the most common questions and set them out clearly, so you can find an answer quickly and know exactly what to expect from us.
Whether it's about using pellets, safety under a covered patio, or warranty and returns conditions, you'll find the answers below. Click a question to open the answer.
My order
When will my order be shipped?
The expected shipping date for each product is always shown on the product page and in your order confirmation. That date is the one to go by. As soon as your order is on its way, you'll automatically receive an email with a track and trace link. You'll find more information on our Shipping & Delivery page.
How do I track my order?
As soon as your order has been shipped, you'll automatically receive an email with a track and trace link. Haven't seen it? Check your spam or promotions folder too. If there's no track and trace yet, your order hasn't been shipped yet.
My track and trace isn't working, or my parcel shows as delivered but I haven't received anything.
First check with your neighbours or anywhere else safe around your home. Still nothing, or isn't the link working? Get in touch with our customer service team with your order number. We'll look into it with you straight away and track it down together with the courier.
I've received part of my order, but not everything.
An order can be shipped in several parcels, so products sometimes arrive separately, each with its own track and trace email. Still missing something after a few days? Get in touch with our customer service team with your order number.
I've paid but haven't received an order confirmation (or I've accidentally ordered twice).
First check your spam or promotions folder. Not there, or did you accidentally order twice? Send our customer service team your name and the email address you ordered with, and we'll sort it out for you.
Can I change my order or address, or cancel my order?
You can, as long as the shipping label hasn't been created yet. Get in touch with our customer service team as soon as possible and let us know your order number and the change you'd like. If your order is already on its way, we can no longer make changes. In that case, you can return the product once received, in line with our returns conditions.
Delivery & payment
What are the delivery costs?
You'll find all the details on delivery costs and shipping on our Shipping & Delivery page.
Do you also deliver to other countries?
Yes, in many cases we do. Have a look at our Shipping & Delivery page. Get in touch with our customer service team and let us know the country and model you have in mind. You'll get a clear answer within 24 hours, with a price estimate where possible.
Which payment methods do you accept?
Credit card (Visa, Mastercard, American Express), PayPal and Klarna (pay later). The current options are always shown at checkout.
My discount code isn't working.
A discount code only works if the offer is currently active for the chosen product. The price shown at checkout is always the one that applies. Still not working with a valid code? Get in touch with our customer service team and send a screenshot of the error message.
Can I get an invoice made out to my company?
You'll receive your invoice by email as soon as your order has been shipped. Want it made out to your company with a VAT number? Send our customer service team your order number, company name, VAT number and invoice address.
Do you offer trade prices for hospitality businesses or resellers?
Yes, we offer trade prices on larger quantities for hospitality venues, holiday parks, events and resellers. Check out our B2B page or b2b.flamesa.com, or contact us with the model, quantity and your company name.
Choosing & placing your heater
Which model suits me?
Avara (122 cm, 6.0 kW): compact, ideal for smaller patios and covered terraces. Flare (175 cm, 6.5 kW): on wheels, easy to move around. Lumina (182 cm, 6.5 kW): a design model with table, for a fixed spot. Solaro (220 cm, 13.0 kW): a premium model for larger, open spaces. Flame (41 cm): a fire pit that burns on wood, pellets and charcoal briquettes. Have a look at our comparison of all models too. Not sure? Our customer service team is happy to help you decide.
Can the heater go under a covered patio, pergola or gazebo?
Yes, as long as the space is well ventilated (at least 25% open). Keep a minimum clearance of 40 cm between the top of the heater and the roof, and at least 40 cm all around to walls and other objects. You'll find more tips on our Use & maintenance page. Rule of thumb: height of your heater plus 40 cm equals the minimum ceiling height. For example, Flare: 175 plus 40 equals a minimum of 215 cm.
Can I use the heater indoors?
No. These heaters are designed for outdoor use or a well-ventilated space, such as an open covered patio. Don't use them indoors or in a space that's largely enclosed.
Is the heater safe?
The heater has a sturdy steel frame, a stable base and a glass tube rated to withstand temperatures up to 800 °C. The glass and frame get hot during use, so don't touch them, keep children and pets at a safe distance, and never leave the heater burning unattended.
How long does the heater burn, and how many pellets does it hold?
Avara: 2.5 kg, around 2 hours · Flare: 3.0 kg, up to 2 hours · Lumina: 3.0 kg, up to 2 hours · Solaro: 5.6 kg, around 3 hours · Flame: 7.7 kg, 2 to 3 hours. Burn time depends partly on wind conditions. You can top up while it's burning. See all specifications side by side on our Compare pellet heaters page.
Which accessories fit my model?
Glass tubes: Avara 80 cm, Flare and Lumina 112 cm, Solaro 150 cm. Each product page shows which cover and accessories go with that model. Not sure? Get in touch with our customer service team.
Use & maintenance
Which pellets should I use?
Dry 6 mm wood pellets with the ENplus A1 or DINplus certification. Standard heating pellets are fine, as long as they meet these requirements. Keep them dry, for example in a pellet storage bin: damp pellets burn poorly and produce more smoke.
How do I light the heater?
Make sure the burn chamber and grate are clean. Fill the burn chamber with pellets (not too full) and light them with a firelighter or gas torch. The heater will be up to temperature after around 20 to 25 minutes. Top up as long as there's still a good flame. You'll find the full steps in the manual and on our Use & maintenance page.
Where can I find the manual?
The assembly and cleaning manual is on our Manuals page. You'll also receive it by email with your order. For tips on use and maintenance, see our Use & maintenance page.
How do I clean the heater and store it?
Before each use, clean the burn chamber and grate with our powerful cleaning kit. Only remove ash once the heater has completely cooled down. Only clean the glass once it's cooled, and for best results, use the Flamesa Cleaning Kit Pro. Store the heater somewhere dry and protect it with a cover. You'll find more tips on our Use & maintenance page.
The flame is low, the heater is smoking, or the glass is turning black. What should I do?
In a sheltered, wind-free spot, a flame reaching around halfway up the glass tube is normal. Check that you're using dry 6 mm pellets and that the burn chamber is clean. See also our Use & maintenance page. Still having trouble? Get in touch with our customer service team with your order number and clear photos or a short video. We'll look into it with you straight away.
Service, damage & warranty
My order arrived damaged.
Report this to our customer service team within 48 hours of receiving it, with your order number and photos of the damage, the full product, the packaging and the shipping label. Please don't use the product until we've reviewed your report.
The glass tube is broken or cracked.
Stop using the heater and get in touch with our customer service team. Let us know whether the glass arrived broken or cracked during use, and send your order number and photos.
A part is missing from my delivery.
First check that all parcels have been delivered and that the part isn't hiding among the packaging material. Really not there? Report this within 48 hours to our customer service team, with your order number and a photo of the contents.
My heater has a defect or isn't working properly.
Stop using the heater and get in touch with our customer service team, with your order number and clear photos or a short video. We'll look into it with you straight away. You'll get an assessment within 5 working days. You'll find more information on our Warranty & Complaints page.
Can I return my order?
Yes, you can. You'll find all the conditions and how to register a return on our Returns & Exchanges page.
When will I get my money back?
You can read how and when you'll get your money back on our Returns & Exchanges page.
How do I reach customer service?
You'll find all the ways to get in touch, along with current opening hours, on our contact page.
150+ Heated Terraces with Flamesa
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