CUSTOMER SERVICE
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- 1Reason
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- 3Your details
How can we help you?
Your stove
With the model, or a photo of the CE rating plate, we can identify it with certainty.
It is on the CE rating plate at the back of the appliance and on your invoice. If you don't know it, attach a photo of the CE rating plate and we'll identify it for you.
The CE rating plate is on the back of the appliance; the model name appears in quotation marks, e.g. “FENIX”.
For vermiculite panels, baffle plates and grates, we also need the two installation photos (inside and outside): these parts wear out with use.
Bought less than two years ago: it may still be under warranty. To process a claim, we need the invoice or receipt.
If you bought it in a shop, the invoice or receipt number will do.
PDF or image, up to 8 MB.
Photos and documents
The more you show us, the fewer questions we will need to ask.
The part, the parts diagram or the CE rating plate. An overall photo showing the pipes and the flue outlet, plus a close-up of the problem, without reflections. The damage, the parcel and the shipping label. A close-up of what your question is about. JPG, PNG, WEBP or PDF, up to 8 MB each.
From a distance: the stove and the flue pipes up to the ceiling.
From outside: the flue pipe coming out of the roof.
Required for any warranty claim. Image or PDF.
An image or a PDF, up to 8 MB.
MP4 or MOV, up to 15 MB. If it is larger, please add a link (WeTransfer, Drive) in the comments.
Your enquiry
We will reply to the email address you provided. If you write to us again, please quote that number.