FREQUENTLY ASKED QUESTIONS

Here are the answers to the questions you will be most interested in:

What are the stoves made of?

The stoves are made of firebrick and firebrick mortar. On the surface is ceramic. Plates, feet and doors are cast iron.

How long will the stove stay hot after the fire is out?

This depends on the performance of the stove and also on how long it has been heated. The 10 kW models will stay hot for 5–7 hours after the fire has gone out. The smallest 5 kW stoves will stay hot for 2–3 hours.

How much does shipping cost?

Price list for shipping:

Slovakia – €50
Czech Republic – €80
Poland – €80
Hungary – €80
Lithuania – €100
Latvia – €130
Estonia – €150
Italy – €130
Spain – €150
France – €130
Portugal – €190
Austria – €80
Sweden – €250
Denmark – €150
Croatia – €120
Slovenia – €120
Germany – €150
Finland – €160
United Kingdom – €250

How does the delivery process work?

The stove will be delivered on a EURO pallet by an external logistics company. Most commonly, the shipment is handled by pallet carriers such as GEIS or RABEN and their contracted partners. Every customer receives a shipment tracking code by email.

The courier will arrive with a large 9-ton or 12-ton truck equipped with a hydraulic tail lift. They are not able to deliver the stove via unpaved or dirt roads, or roads where there is a risk of tree branches damaging the trailer cover. This is important information if you plan to have the stove delivered to cottages, cabins, or remote areas.

The courier will be alone and is required to unload the stove at the first lockable door. However, in most cases, they will move the stove as far as possible using a pallet truck. Ideally, four people should carry the stove to the installation site. Place one lifting strap under the front legs and another under the rear legs, and then four people can safely carry the stove together.

In several European Union countries, it is possible to pay for the stove upon delivery to the courier. This option is available in the Czech Republic, Slovakia, Poland, Hungary, Estonia, Latvia, and Lithuania. However, the shipping cost must always be paid in advance via bank transfer to the account listed on the invoice, which we will send to your email address after you place the stove order. In other countries, the stove can be purchased through our e-shop and paid for using a bank payment card.

Will the courier bring the stove to my house?

How is payment processed?

However, the shipping cost must always be paid in advance via bank transfer to the account listed on the invoice, which we will send to your email address after you place the stove order.

In other countries, the stove can be purchased through our e-shop and paid for using a bank payment card.

Do you also produce stoves with a heat exchanger?

Stoves with hot water exchanger for central heating are not yet available.

What if I would like to return the stove? How does the warranty claim process work?

You can submit a warranty claim for the stove in three ways:

1. If the shipping company damages the stove in transit:

When the customer receives the parcel and notices that the packaging is damaged, he/she does not accept the stove, signs a document to the courier about the return / non-acceptance or damage to the parcel and the customer will be refunded the full amount paid to the bank account or, by agreement, another stove will be sent.

The customer must be present in person when collecting the stove. He can also unpack the stove and check it before the courier. The stove will arrive packed on a EURO pallet in OSB crates. To open the crate it is necessary to have a tightener / drill / screwdriver with you. If after unpacking the customer finds that there is something damaged on the stove, he will return the stove. They will sign a non-acceptance/return or damage report to the courier and the customer will be refunded the full amount paid to their bank account or sent another stove if agreed.

A picture of how the stove arrives packed (Figure 1.1):

Ceramic tile stove packed on a EURO pallet – Figure 1.1
Figure 1.1.

2. If the customer decides to return the stove within 14 days without giving any reason:

Each customer has the right to return the stove within 14 days of receipt without giving a reason, inform us of the return by e-mail to info@top-terracotta.eu. The customer shall pack the stove in the same packaging in which it was delivered:

2.1. Place the stove on a EURO pallet with a backing board (same as the stove received) and support the legs with squares if they were part of the delivery. Figure 2.1.
2.2. Wrap the stove in bubble wrap. Figure 2.2.
2.3. Fix the stove with gurnets and pull in. Figure 2.3.
2.4. The stove will jam. Figure 2.4.
2.5. He sticks the barcode labels for the courier company, which we will send him, and he also sticks 5 stickers on each side of the package, including the top, with the marking SHORT GOODS (we will also send these stickers by e-mail). Figure 2.5.
2.6. Will send us 3–5 pics from different angles to see the quality of the pack.

Transportation to our headquarters is ordered by our company. We will send the customer barcode labels for the courier company to stick on the packaging along with 5 stickers that it is a fragile goods. Upon receipt of the stove, we will send the customer on account the full amount paid minus the cost of the courier.

We recommend not to throw away the packaging after delivery and keep it for at least a month!

Packing a stove for return – Figure 2.1
Figure 2.1.

Packing a stove for return – Figure 2.2
Figure 2.2.

Packing a stove for return – Figure 2.3
Figure 2.3.

Packing a stove for return – Figure 2.4
Figure 2.4.

Packing a stove for return – Figure 2.5
Figure 2.5.

3. If the customer decides to claim the stove during the first 2 years of use:

The warranty on the delivered goods is 2 years as standard. Each customer has the right to return the stove within 2 years, stating the reason, informing us of the return by e-mail to info@top-terracotta.eu. Customer will send us a photo of the problem and if no solution is found, the customer will pack the stove in the same or similar packaging in which the stove was delivered to them:

3.1. Place the stove on a EURO pallet with a backing board (the same as received) and support the legs with squares if they were part of the delivery or support the legs of the stove tightly in some other way. Figure 3.1.
3.2. Wrap the stove in bubble wrap. Figure 3.2.
3.3. The stove is fastened with shackles and retracted. Figure 3.3.
3.4. The stove will jam. Figure 3.4.
3.5. Customer will stick the barcode labels for the courier company, which we will send to him, and also stick 5 stickers on each side of the package, including the top, with the marking FRAGILE GOODS (we will also send these stickers by e-mail). Figure 3.5.
3.6. Customer will send us 3–5 photos from different angles to see the quality of the pack.

We recommend not to throw away the packaging after delivery and keep it for at least a month!

Packing a stove for a warranty claim – Figure 3.1
Figure 3.1.

Packing a stove for a warranty claim – Figure 3.2
Figure 3.2.

Packing a stove for a warranty claim – Figure 3.3
Figure 3.3.

Packing a stove for a warranty claim – Figure 3.4
Figure 3.4.

Packing a stove for a warranty claim – Figure 3.5
Figure 3.5.

Which stove output (kW) do I need for the size of my room?

Choose the output according to the floor area you want to heat. Values apply to an insulated building with a 2.5 m ceiling / a non-insulated building with a 3 m ceiling:

5 kW (Model 15): up to 20 m² / 12 m²
6.5 kW (Model 7) and 7 kW (Model 2): up to 50 m² / 30 m²
8 kW (Models 3 and 27): up to 60 m² / 40 m²
10 kW (Models 1, 4, 5, 6, 11 and 25): up to 80 m² / 50 m²

Doors between rooms reduce heat distribution by approximately 30%. A stove that is too small for the space can overheat, so if you are unsure, contact us and we will help you choose the right model.

What is the difference between cooking and baking stoves and free-standing stoves?

Ceramic stoves for cooking and baking (Models 1, 4, 6, 7 and 27) have a cast-iron cooking plate with two cooking rings and a baking oven, so you can heat, cook and bake with one stove. Free-standing stoves (Models 2, 3, 5, 11, 15 and 25) are designed mainly for heating; Models 5 and 25 also have an oven with internal dimensions of 20 × 26 cm.

What is an accumulation (heat-retaining) tile stove and how is it different from a metal stove?

An accumulation stove stores heat in its fireclay bricks and ceramic tiles and releases it gradually as gentle radiant heat for several hours after the fire goes out. The heat is even and stable, without the sudden temperature peaks of metal stoves, and the stove does not burn the oxygen in the room. You do not need to keep adding wood constantly, which lowers heating costs.

How long does each model stay warm after the fire goes out?

Model 15 (5 kW): 2–3 hours
Models 2 (7 kW) and 7 (6.5 kW): 3–4 hours
Models 3 and 27 (8 kW): 4–6 hours
Models 1, 4, 6 and 11 (10 kW): 5–7 hours
Models 5 and 25 (10 kW): 6–9 hours

What fuel can I use and how much wood does the stove need?

The stoves burn wood and wood briquettes. Fuel consumption is about 1.5–1.8 kg per hour. Use only well-dried wood. Do not burn coke, liquid fuels or waste – coke wears out the fireclay and cast-iron parts too quickly.

Can I connect the stove to my existing chimney?

Yes, the stove is connected to a standard masonry chimney with a flue of 120–150 mm internal diameter. The flue outlet of the stove has a diameter of 120 mm (on the top of most models, on the back of Models 5 and 25). The chimney should be at least 6 m high, the connecting pipes should be 1.5–2 m long with an upward slope of 10–15° towards the chimney, and the minimum required chimney draft is 12 Pa. Together with the stove you receive the CE certificate and the labels needed for the chimney approval. Chimney connection must always follow local fire safety regulations.

Is the stove delivered assembled? Do I need a stove builder?

The stoves are delivered fully assembled, exactly as you see them in the photos. They only need to be connected to the chimney. Model 11 is the only one delivered in two parts due to transport requirements.

How heavy are the stoves?

Depending on the model, the stoves weigh between 165 kg (Models 7 and 15) and 350 kg (Model 25). We recommend at least four people with two lifting straps (one under the front legs and one under the rear legs) to carry the stove to its place.

How far from the wall should the stove stand?

Do not place the stove directly against a wall – it would lose a large part of its radiant heat. The ideal distance from the wall is 30 cm. Keep objects at least 50 cm from the firebox side and 30 cm from the other sides. Flammable materials must be at least 40 cm from the back and sides and 80 cm from the front of the stove.

What should I do before the first firing?

Before first use the stove must be dried and cured with a gentle fire: start with about 0.2 kg of wood shavings and 0.5 kg of wood. During the first day the fireclay mortar, water glass, stove silicone and stove paint may give off a slight odour until they are fully cured. This is normal.

How do I maintain the stove?

Empty the ash pan daily. Before each heating season clean the stove and the flue channels and check the interior for cracks. Small cracks can be repaired with a mixture of fireclay mortar and water glass applied with a wide brush or by hand. Clean the ceramic surface gently with a damp cloth and do not use abrasive cleaners.

Are the stoves certified?

Yes. The stoves have a European CE certificate valid throughout the European Union and all labels required for chimney approval. They meet energy efficiency class A (some models A+) with an efficiency of 80.3%.

Does the stove work during a power cut?

Yes. The stove needs no electricity, gas or external energy supply – only wood. You have reliable heat and can cook even during outages or crisis situations.

Which colours and versions are available?

Most models are available in brown, cream and green. Model 1 is also available in white, blue, light blue, light green, red, orange and a decorated folk design. Several models are made in a left and a right version – the product photos show each version. If you are not sure which one suits your room and chimney, contact us.

How long does delivery take?

Slovakia 1–2 business days; Czech Republic and Poland 2–3; Hungary and Austria 3–4; Croatia, Slovenia, Lithuania, Latvia, Estonia, Italy, Spain, France, Germany and Denmark 5–7; Portugal, Sweden and Finland 7–10; United Kingdom 10–14 business days. If your country is not listed or you live on an island, contact us for an individual shipping quote.

Can I inspect the stove before accepting the delivery?

Yes. Every customer has the right to inspect the stove in the presence of the driver before accepting it. If you notice any damage, simply refuse the delivery and we will refund all payments you have made. The shipment is insured.

Who sells the stoves and how can I contact you?

The stoves are sold by PETER SUČANSKÝ s. r. o., Komárno 1025/12, 916 21 Čachtice, Slovakia. We deliver to more than 10 countries of the European Union. We are happy to help you choose the right model and answer questions about delivery and installation: phone and WhatsApp +421 904 901 799, e-mail info@top-terracotta.eu.