Problem with your stere?
We’ll sort it out.
Damp firewood, disputed quantity or tricky delivery: we take it from here.
Firewood isn’t an ordinary product: moisture content, wood species, sizing 30/40/50 cm, everything matters for proper heating. We treat every complaint seriously, from checking moisture content to recounting the delivered steres.
What's covered
- Moisture content not matching the description (> 20% for kiln-dried firewood)
- Delivered quantity below ordered volume
- Different wood species than advertised (oak, beech, hornbeam)
- Logs out of size or predominantly rotten
Good to know
Wood is a natural product: a few split, debarked or slightly mouldy logs on the surface after storage don’t constitute a defect. Bulking (apparent volume depending on cut) is also normal and documented on every product sheet.
Get in touch
How it works
Our commitments
- Email response within 24 working hours
- Advertised dry firewood = moisture content checked below 20%
- Volume matching your order (stere or apparent m³)
- We cover costs if the error is ours
Frequently asked questions
My firewood smokes and lights poorly, what should I do?
Measure the moisture content at the heart of a split log with a meter: above 20%, contact us by email with a photo of the reading. Below that, leave it to dry for 2 weeks under cover before trying again.
It seems I’m missing some firewood from my delivery.
Wood bulks differently depending on the cut (30, 40 or 50 cm): a stere of 30 cm takes up approximately 0.7 m³ stacked. Send us a photo of the delivered stack, we’ll recount with the driver.
Can I return my firewood if I change my mind?
Yes, you have 14 days to cancel, but return costs for the firewood (heavy product) remain your responsibility. The firewood must be returned in its delivery condition.
The wood species delivered doesn't match my order.
If you ordered oak/beech and received poplar or softwood, send us a photo by email. We’ll arrange a cost-free swap with the matching batch.
