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General questions
Do you have a physical store?

No, we do not have a physical store. Branderr is primarily an online webshop. However, we do have our production facility in Enschede, the Netherlands.

Safety info
Should ventilation points be created in the room when using a bio-ethanol fireplace?

If a room lacks ventilation, we advise against using the fireplace in that specific space. A bio-ethanol fireplace uses air to burn, so ensure there is sufficient ventilation in the room where you use the fireplace.

Is a bio-ethanol fireplace suitable as a heat source?

Our bio-ethanol fireplaces have a maximum heat output of 3.5 kW. They are primarily decorative fireplaces and not designed to serve as the main heat source in a room, although the fireplace does provide pleasant warmth!

Have your bio-ethanol products been tested?

Our products utilizing bio-ethanol fuel are always made in the Netherlands and thoroughly tested by the Dutch certification body KIWA.

Visit for more information. You can be confident that all our products are safe to use

How safe is bio-ethanol?

Installing a bio-ethanol fireplace in a residence, commercial space, or outdoors comes with minimal risk. Simply follow our guidelines and handle the appliance with care.

Keep in mind that a bio-ethanol fireplace produces real flames, requiring extra caution.

Ensure you do not spill fuel, the fuel tank is not overfilled, and refrain from refilling the fuel tank while the burner is still lit or warm. Lastly, always keep children at a safe distance.

Ordering & Shipping
What is your return policy?

We have a 14-day return policy. This means you can return all unused products, in their original packaging (note: for BIO.TILE, this includes the outer box!), within 14 days of receiving them.

Inside the package, you'll find a return form alongside your purchase. This form includes the return address and asks for the reason for the return. Please send this form back along with the product.

Keep in mind that the return shipping costs are your responsibility.

When will my order be delivered?

We strive to dispatch all orders placed (on a working day) before 14:00 on the same day. You can expect your order to be delivered to your doorstep, on average, within 2 (working) days. If you are unsure whether you will receive your order on time, feel free to contact us.

What are the shipping costs?

Shipping within the Netherlands is free for orders over €45. For a standard package (e.g., our bio-ethanol), the shipping cost is €6.75.

If you want your order to be shipped to another country, you can contact us to inquire about the shipping costs.

How can I make a payment?

You can pay with iDeal, credit card, or by bank transfer. We ship our products immediately upon receipt of payment.

Do you have all products in stock?

As we manufacture the products in our own factory, we keep all our products well stocked. We aim to dispatch all orders placed before 14:00 on the same day.

What about the warranty for the Stoock?

The warranty period for the Stoock is 5 years, excluding the glass panels.

How about the warranty for the Solis and Primo?

The warranty period for these two products is two years, excluding the glass.

How can I contact you?

Our customer service is available every weekday from 09:00 to 12:00. You can reach us by phone, and of course, you can always send us an email (to, to which we will respond as soon as possibl

Check out our collection

Products 12
3 collections
Bringing the magic of fire