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 – €100
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?
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.
How is payment processed?
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.
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.
A picture of how the stove arrives packed: Figure 1.1.
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.
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 apolu 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!
Figure 2.1.
Figure 2.2.
Figure 2.3.
Figure 2.4.
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. 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 apolu 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!
Figure 3.1.
Figure 3.2.
Figure 3.3.
Figure 3.4.