FAQ-Frequently asked questions.

Is my payment secure?

Payments made on this site are secure. We use an SSL secure server to protect your banking data. Credit cards, Visa Eurocard and Mastercard, are accepted. After the transaction, a payment confirmation email will be sent to you.

Do you provide product tracking information?

Yes, a shipping confirmation email will be sent to you when your order is on its way. There is no tracking number because delivery is only by us and not by an external carrier. If after checking spam you do not see this confirmation email arriving, wait 3 days after your order and ask us by email at info@pelletburn.be

I received a damaged item. What can I do?

We are sorry about this. Simply send us a photo of the damaged item in question to the email address: info@pelletburn.be and we will send you a similar replacement item as quickly as possible.

What is the delivery delay?

Our store is committed to shipping ordered items as quickly as possible. Packages are shipped within 3 working days following validation of the order (no orders are processed on Saturdays and Sundays). A shipping confirmation email will be sent to you when your order is on its way. Remember to check the "spam" folder and the "promotion" tab of your mailbox if you have not received the confirmation email. If you cannot find it, do not hesitate to contact our support by email at info@pelletburn.be and we will resend it to you immediately.

Does the health crisis linked to Covid-19 still have an impact on the delivery of your products?

The health crisis no longer disrupts our activities. Whether you're at home at work or on the go, you can rest assured that your orders are handled safely and with the utmost care. However, it is possible that delivery times may be exceptionally extended.

I still have not received my order. What's taking so long?

We apologize for the delay. Sometimes our restocking or international shipping may take longer than expected due to customs clearance. However, you can contact us at any time to reassure yourself about the delivery of our products by email to the following address: i nfo@pelletburn.be .

Do you have a refund policy?

We do our best to resolve any issues our customers may encounter with their online items. If you still wish to receive a refund on your order, we can of course make the payment, in the event that the appeal is made within 7 days following the date of receipt of your order and the product(s) concerned are not are neither unpacked nor sold. For more information, please read more about our refund policy.