Staff
Shipping & Payment
If you have a question about the shipping of your product or about payment. Check the frequently asked questions here!
What is the delivery time?
The delivery time of our products is usually 1-2 working days . For larger products such as fireplaces, the delivery times are usually 3-4 working days .
What are the shipping costs?
Shipping is free for orders over €50.
For orders under €50, shipping costs are €6.95.
Which payment methods can I use?
We accept payments with iDEAL, Bancontact, credit card and payments via bank transfer.
Your payment details are processed securely and not stored.
Can I pick up my shipment?
It is possible to pick up your order at our showroom in Haarlem. Here you can also experience our products in real life. We also have various dealers throughout the country where our products can be seen and purchased.
Which countries does Tenderflame ship to?
Tenderflame currently ships its products to the Netherlands, Germany and Belgium.
Warranty & Returns
If you have a question about the warranty of the product or want to return something? Check the frequently asked questions next to it!
What if I am not satisfied with my purchase?
Not satisfied with your purchase? Then you get your money back!
Please report your return within 30 days of receipt via info@tenderflame.com
What is the warranty on my purchase?
We offer a lifetime warranty on our patented wick. If it does not work properly, please contact our customer service.
How do I return my Tenderflame?
- Email Us : Send an email to info@tenderflame.com with your order number and reason for return.
- Pack your product : Make sure the product you are returning is carefully packed to prevent damage during transport.
- Send the package : Take the package to the post office and send it to our return address. The return costs are at your own expense.
Return address:
Tenderflame BV
Engineer Lelyweg 8
2031 CD Haarlem
How many days will it take for me to receive a refund?
Once we have received and inspected your return, your payment will be refunded to your original payment method within 14 days.
Questions about our product
Do you have a question about our product and are you curious about how it works? Read the frequently asked questions about Tenderflame here!
How do I light the Tenderflame?
Fill the Tenderflame with Tenderfuel and make sure that the liquid is also poured over the wick, so that it absorbs the Tenderfuel properly.
Then light the fuse with a Tenderflame lighter or other powerful lighter.
Because Tenderfuel only starts to burn at 104 degrees Celsius (in combination with the wick), it may take a few seconds to ignite.
What is Tenderfuel?
Our fuel is completely unique and is called Tenderfuel.
In combination with the patented wick, Tenderflame offers unparalleled safety. The fuel is not classified as toxic or flammable and only burns in combination with our wick.
Tenderfuel has been thoroughly tested and analyzed at various test institutions and universities such as:
- Technological Institute (KIWA)
- TI, Swedish Proving (RISE)
- German TUV.
The product is therefore safe to store, safe to burn and can be safely exposed to, for example, our skin.
In addition, Tenderfuel offers the possibility to bring the cosiness of a fireplace into your home without the need for a chimney.
Can a different fuel be used in a Tenderflame?
No, the Tenderflame burns exclusively on Tenderfuel.
Therefore, do not fill the Tenderflame with hazardous fuels such as bio-ethanol.
How do I extinguish a Tenderflame?
The smaller table fireplaces such as the Lilly can be blown out
The larger models such as the Café and the Tulip come with a snuffer. By placing this over the wick, the flame is extinguished. We recommend leaving the snuffer on the wick until the next use.
The fireplaces with the separate burners (90 & 180) are also supplied with a snuffer. The snuffer is placed between the glass panels to extinguish the flame.
If this does not work the first time, try again. We recommend leaving the extinguisher on the wick until the next use.
Why is my Tenderflame sputtering?
If the Tenderflame has not been used for a while and there is still Tenderfuel in it, the table fireplace may show a kind of sputtering/popping sound.
This is caused by ambient moisture that the Tenderfuel pulls from the air. When this moisture is heated, the small droplets burst and steam is released. Fortunately, this is not harmful.
There are two ways to prevent this:
- Let the Tenderfuel burn completely when burning the table fireplace. That way there is no Tenderfuel present that can pull the moisture out of the air.
- Refresh the Tenderflame with new Tenderfuel. It is important that the wick is also doused with the fuel.
If the problem is not resolved, please contact our customer service!
How much heat does a Tenderflame fireplace produce?
The heat that a Tenderflame fireplace gives depends on the size. The heat that a fireplace gives differs per fireplace and is between 1100 and 2000 watts.
Contact us!
Is your question not answered?
If your question is not answered in the FAQ, don't worry, someone from our customer service will be happy to help you.
Fill out the contact form on the right and we will help you as soon as possible!
