Frequently Asked Questions

Simply browse our product catalog, add items to your cart, then proceed to checkout. You will need to provide a delivery address and choose bank transfer as the payment method. An order confirmation will be sent by email.

You can modify or cancel your order as long as payment has not been received. Once the transfer is validated and the order is being prepared, modifications are no longer possible. Please contact our customer service as soon as possible.

All your invoices are available in your customer account under the "My Orders" section. You can view and download them in PDF format at any time.

Yes! From your order history, you can reorder a previous order in one click. The system will check stock availability and automatically add items to your cart.

Click on the "My Account" icon and select "Register". Fill in your personal information, email address, and choose a password. You will receive a verification email to activate your account.

Click on "Forgot Password" on the login page and enter your email address. You will receive a link to reset your password. The link is valid for 60 minutes.

Log into your customer account and go to the "My Profile" section. You can update your name, email address, phone number, and delivery addresses at any time.

We deliver throughout metropolitan France. Delivery times vary depending on your geographical area, typically between 3 to 7 business days. Remote areas may require additional time.

Delivery costs depend on the quantity ordered and your location. Free delivery is available for orders above a certain amount. The exact delivery cost is calculated at checkout based on your postal code.

Delivery is made by truck to the address of your choice. Pallets are unloaded at the curb. Please ensure vehicle access to your delivery address. The driver will contact you beforehand to arrange a delivery slot.

Yes, once your order is shipped, you will receive a tracking number by email allowing you to follow the delivery status in real time from your customer account.

We accept payment by bank transfer. Once your order is placed, you will receive our bank details by email with instructions to complete the transfer.

Yes, all transactions are fully secure. Bank transfers are processed through the banking system with full traceability. You will receive a detailed invoice upon order confirmation.

Your order will be processed as soon as we receive and verify your bank transfer, usually within 1 to 2 business days. You will receive an email confirmation once payment is validated.

All our pellets are DIN Plus and EN Plus A1 certified, guaranteeing optimal quality for your heating system. These certifications ensure a calorific value above 4,900 kcal/kg and an ash content below 0.5%.

We offer several pellet ranges to suit different needs: our Premium range provides the best performance with minimal ash, while our Standard range offers excellent value for money. All our pellets are 100% natural wood with no additives.

Pellets should be stored in a dry, ventilated place, away from moisture. Keep them in their original packaging until use. Avoid direct contact with the ground by placing pallets on a flat, dry surface.

Yes, our pellets are compatible with all pellet stoves and boilers on the market. Their standard diameter of 6mm and length of 10-30mm comply with European standards.