Frequently asked questions

What does IgnisLumina offer?

Our range includes bioethanol fireplaces, burners and inserts, accessories, spare parts and bioethanol, as well as the Living art collection: handmade tables, chairs, lamps, wall clocks and candles in solid wood and epoxy resin. IgnisLumina is the brand of our shop. The article number (SKU) identifies the exact product version.

Where do you deliver and how long does it take?

We deliver within Switzerland. From an order value of CHF 300, delivery is included; below that we charge CHF 29. We deliver bioethanol fireplaces, fuel and accessories within up to 7 working days of completing your order. Handmade pieces of the Living art collection are made after you order; the delivery time stated on the product page applies. With a payment method where payment is received later, the period starts when we receive payment.

Do handmade pieces look exactly like the pictures?

Each piece is made by hand from natural materials. Grain, knots and the colour gradient of the resin are therefore slightly different on every piece – that is what gives it character. If you would like custom dimensions or another colour, just ask us.

Do I have to pay additional import costs?

No. Prices in CHF are final prices including VAT and import costs. We organise delivery directly from Poland and take care of import clearance and its costs. For orders below CHF 300, only the flat shipping fee of CHF 29 is added, which is shown at checkout.

Are the products available?

Availability depends on the model and variant. Please check the information on the product page before ordering. If a variant shows «Delivery time on request», we will confirm the delivery date personally after your order. Unavailable variants cannot be ordered.

Can I order accessories on their own?

Accessories such as fuel, spare parts, decorative stones or matches can only be ordered together with a fireplace or a scented candle. If you need a spare part for a fireplace you have already bought, write to us – we will find a solution.

Which fireplace suits me?

Compare design, dimensions, burner and features. The suitability of the location must be checked against the instructions for the specific model. If you have questions, tell us the model or SKU via Contact.

Can I return a product?

You can register the return of an unused product by e-mail within 14 days of receipt. You bear the costs of returning it; for a voluntary return we deduct the costs of delivering the goods to you from the refund. Products made to your individual specifications are excluded from voluntary return. Information on the procedure can be found under Returns and complaints.

Which warranty applies?

All products are covered by the statutory warranty of 2 years from delivery.

What do I do in case of a defect or transport damage?

Contact info@ignislumina.ch with your order number and a description; photos help us clarify the matter. Please have any visible damage to the packaging noted on the delivery receipt by the driver. Warranty claims are handled separately from the voluntary right of return. Your statutory rights remain unaffected.

Where can I find information on use?

Observe the instructions for the respective model and our safety information. A product description does not replace installation and operating instructions.

Is a product enquiry already an order?

No. A question via our contact form is not an order. Orders are placed through the checkout.

How do I find the right spare part?

Tell us the fireplace model and SKU. A similar image or a similar size does not yet confirm compatibility.

Can I install it myself or book an installation?

Self-installation according to the model instructions is possible where local regulations allow. An installation visit by Mateusz Szafruga is an optional additional service, offered and priced separately.