Frequently Asked Questions about Pellet Stoves (FAQ)
Have questions about your Flamesa pellet stove, delivery, or our return policy? You’re not alone. We’ve gathered the most frequently asked questions and organised them clearly so you can find answers quickly and know exactly what to expect from us.
Whether it’s about the use of pellets, safety in a veranda, or warranty and return conditions, you’ll find all the answers right below. Simply click on a question to reveal the details.
Questions about Pellet Stoves
How do I start the pellet stove?
Fill the reservoir with approximately 3 kilograms of 6 mm wood pellets, then ignite them using the supplied starter torch. Within a few minutes, you’ll enjoy a beautiful, steady flame that brings warmth and atmosphere to your space.
For clear instructions on igniting the pellet stove, please consult our installation and cleaning manual.
How many pellets should I put in the pellet stove?
The reservoir holds approximately 3 kilograms of pellets. Always use DINplus or ENplus A1 certified pellets to ensure a clean burn and maximum efficiency. This guarantees optimal performance and a longer lifespan for your Flamesa pellet stove.
How long does the stove burn on a full load?
With a full load of 3 kilograms of pellets, the stove burns for an average of up to 2 hours. The exact duration may vary depending on factors such as wind conditions. Since you can easily refill the stove while it’s burning, you can enjoy continuous warmth and ambiance for as long as you like.
What is the maximum temperature?
The stove reaches a temperature of around 450 °C, while the glass tube is heat-resistant up to 800 °C. This ensures safe and reliable use at all times, even during long burning sessions.
What safety features does the stove have?
The stove is built with a solid steel frame, heat-resistant glass, and a stable base for maximum safety. When placing it under a veranda or roofed area, make sure to keep at least 35–40 cm of clearance to ensure proper ventilation and safe operation.
How does maintenance and cleaning work?
At Flamesa, maintenance has been designed to be as simple as possible, so you can enjoy years of warmth and comfort without any hassle. The ash tray can be emptied in just a few seconds, and the glass tube can be cleaned within minutes. Each stove comes with a detailed maintenance guide containing clear, step-by-step instructions to keep your Flamesa stove performing at its best.
The flame is too high. What can I do?
Slide the ash drawer slightly closed so less air enters. This usually makes the flame lower and calmer. Make only small adjustments. Note: This is not a regulator.
The flame is too low. How do I fix this?
Open the ash drawer a bit more so the burner gets more air. Still too low? Then the pellet tank may be blocked. Tap the grill lightly 2–3 times. Note: The grill can be hot.
The flame reacts very sensitive to small adjustments. Is that normal?
Yes. The airflow via the ash drawer reacts quickly. Adjust in steps of only a few millimetres. Note: This is not a regulator.
Orders
How long will it take to receive my order?
If you place your order before 6:00 PM, your Flamesa pellet stove will be shipped the same day. Delivery usually takes 1 to 3 working days, depending on your location. Since we deliver directly from our own stock, you can enjoy the warmth and comfort of your terrace in no time.
What are the shipping costs?
Shipping within all European countries is completely free. You will always see the final details during checkout, so you know exactly what to expect before completing your order.
Can I return my order?
Yes, you can return your order within 14 days of receiving it. The item must be in its original condition and packaging. Returns within the Netherlands are free of charge. For international returns, the return costs will be calculated during the process.
How can I track my order?
As soon as your order has been shipped, you’ll receive an email with a tracking number. This allows you to easily follow your parcel and see exactly when it will be delivered to your address.
Do you also deliver to other EU countries?
Yes, in most cases we can deliver to other EU countries. We will gladly check this with our logistics partner for you. Within 24 hours, you’ll receive a clear response with confirmation and—if possible—a price estimate for delivery to your desired address.
If you’re already interested in a specific model or wish to combine several products in one shipment, just let us know. We’ll include that directly in our calculation to offer you the most efficient delivery option.
Payment
Which payment methods do you accept?
We accept the following payment methods:
• Credit Card (Visa, MasterCard, American Express)
• PayPal
• Klarna (Pay later option)
Your payment is processed securely through trusted providers, so you can order your Flamesa pellet stove with complete peace of mind.
Service
What should I do if my order arrives damaged?
If your order arrives damaged, please contact our customer service within 48 hours of receiving it. Include clear photos of both the damage and the packaging so we can quickly assist you with a replacement or another suitable solution.
Can I change or cancel my order?
If you wish to change or cancel your order, please contact our customer service as soon as possible. If your order has not yet been shipped, we can still make the necessary adjustments or cancel it for you without any issue.
How can I contact customer service?
Our customer service team is available 7 days a week from 09:00 to 00:00. You can reach us through the following channels:
• Live Chat: Speak directly with one of our representatives via the Live Chat on our website. Our team is available every day from 09:00 to 00:00 to answer all your questions.
• Email: support@flamesa.com
• Contact Form: Leave us a message through our online form, and we’ll get back to you as quickly as possible—usually the same day.
How do I report a defective product or submit a warranty claim?
Send an email to support@flamesa.com with the following details:
• Order number
• Short description of the issue
• Clear photos showing the defect
We will review your request within 5 business days and reply with the next steps. For a faster assessment, include your contact details and, if available, the serial number.
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