Delivery & Returns

Free delivery in France, Germany and Belgium on orders over €500. Discover our return policy tailored to these three countries.

Important information

Firewood is a natural and perishable product, so returns are limited. Equipment (stoves, inserts) is covered by our standard 14-day return policy.

Delivery in France

1. Available delivery options

Delivery type Estimated time Costs Details
Standard delivery 3-7 business days €49 (free for orders over €500) Home delivery with unloading
Express delivery 1-2 business days 79€ Priority delivery with real-time tracking
Withdrawal from deposit Ready in 24 hours Free Collection from one of our 12 depots in France

2. Specific delivery zones and deadlines

  • Île-de-France: 1-3 business days
  • Grand Est, Hauts-de-France, Normandy: 2-4 working days
  • Centre-Val de Loire, Bourgogne-Franche-Comté: 3-5 working days
  • Auvergne-Rhône-Alpes, Occitanie, Nouvelle-Aquitaine: 4-7 working days
  • PACA, Corsica: 5-10 working days (subject to availability)

3. Delivery conditions

Important

  • Accessibility required for trucks (3.5m clearance height)
  • Presence required or written authorization for delivery without presence
  • Dry and accessible storage space to be provided
  • Unloading included within a 10m radius of the truck

4. Equipment Installation

Installation service available

For all stoves and inserts purchased from us:

  • Installation by RGE certified professionals
  • Free, no-obligation quote
  • 2-year installation warranty
  • Administrative assistance for financial aid

5. Order tracking

Once your order has been confirmed:

  • Confirmation email with tracking number
  • SMS notification 24 hours before delivery
  • Driver called 1 hour before arrival
  • Option to track your order online

Returns Policy

1. General return conditions

All returns are subject to the following conditions:

  • 14-day cancellation period from the date of receipt (according to national law)
  • Products returned in their original packaging, unused and in perfect condition
  • Original labels and packaging retained
  • Manual and accessories included
  • Prior notice of return is required by email or telephone

Specific restrictions

Firewood cannot be returned after delivery (except in cases of obvious non-conformity) because it is a natural and perishable product.

Defective equipment is subject to legal and commercial warranties.

2. Country-Specific Return Procedure

Stage France Germany Belgium
Right of withdrawal 14 days (Consumer Code) 14 days (Fernabsatzgesetz) 14 days (Wet handelspraktijken)
Return procedures Email or registered mail Email or online form Email or online form
Return shipping costs At the customer's expense (unless there is an error) At the customer's expense (unless there is an error) At the customer's expense (unless there is an error)
Refund period 14 days after receipt 14 days after receipt 14 days after receipt

3. How to initiate a return

  1. Contact our customer service to obtain a return authorization
  2. Receive your RMA (Return Merchandise Authorization) number
  3. Return the product with the RMA number clearly visible
  4. We inspect the product upon receipt
  5. Refund issued via the original payment method

4. Returns for defective equipment

Procedure for defective equipment

  • Contact our technical support team immediately
  • Remote diagnosis if possible
  • If the defect is confirmed: home collection will be arranged by us
  • Repair or replacement according to the terms of the warranty
  • No cost to the customer in case of manufacturing defect

5. Exclusions and special cases

  • Personalized products: No returns possible
  • Products damaged by the customer: No refund
  • Incomplete products: Partial returns only
  • Delivery delays: No returns possible, compensation on a case-by-case basis

Frequently Asked Questions

1. Delivery

  • Q: Is delivery really free in all 3 countries?
    A: Yes, for purchases over €500 in France, Germany and Belgium.
  • Q: Can I change the delivery date after ordering?
    A: Yes, up to 48 hours before the scheduled delivery, by phone or email.
  • Q: What if I am not present at the time of delivery?
    A: Delivery to a neighbor, secure drop-off or rescheduling (€25 fee).
  • Q: What are the required access dimensions?
    A: 3.5m height, 2.5m minimum width for our trucks.

2. Returns

  • Q: Why is the firewood not taken back?
    A: It is a perishable natural product, impossible to reintegrate into our stock.
  • Q: How do I return defective equipment to Germany?
    A: Contact our DE customer service who will arrange the collection.
  • Q: What is the refund period in Belgium?
    A: A maximum of 14 days after receipt of the product at our premises.
  • Q: Can I exchange a product instead of getting a refund?
    A: Yes, contact us before returning the product.

3. Installation

  • Q: Do you offer installation in all 3 countries?
    A: Yes, by professionals certified according to local standards.
  • Q: What is the intervention time for the installation?
    A: 7-15 days depending on the season and your location.
  • Q: Is installation included in the price?
    A: No, it's an optional service with a personalized quote.
  • Q: What financial assistance can I obtain?
    A: We support you with applications for MaPrimeRénov', KfW, etc.

Contact and support

International Customer Service

France: contact@esbboisdechauffage.com - +(33) 06 87 62 05 70

Deutschland: deutschland@esbboisdechauffage.com - +33 6 87 62 05 70

Belgium: belgie@esbboisdechauffage.com - +33 6 87 62 05 70

Opening hours: Monday to Friday, 9am-6pm (CET) - Saturday 9am-12pm

Languages: French, German, Dutch, English

Order tracking

To track your order live:

  • Log in to your customer account
  • See the "My Orders" section
  • Use the tracking number sent by email
  • Contact us for any further information

Deposits and withdrawal points

  • France: 12 depots spread across the country
  • Germany: 3 depots (Berlin, Cologne, Munich)
  • Belgium: 4 depots (Brussels, Antwerp, Liège, Charleroi)
  • Collection possible within 24-48 hours after order confirmation
  • Loading assistance included