FAQ & Help

Add your products to the basket from the shop, then confirm your basket by entering your delivery details. You will receive a confirmation email.

Any change must be communicated to us within 24 hours of confirmation, before preparation. Contact us promptly at info@boisdhermalle.com.

You can cancel free of charge as long as the order has not been dispatched. After dispatch, the 30-day right of withdrawal applies.

Yes, a VAT invoice is sent by email when your order is confirmed. It is also available in your customer account.

Indicative lead times are 3 to 15 business days depending on the product and area. Delivery is free in Belgium and the Netherlands. See our Shipping & Delivery page.

Oui, nous livrons en Belgique et Pays-Bas. Pour les zones éloignées et les îles, contactez-nous pour un devis.

A tracking number is sent to you by email as soon as your order is dispatched. You can track your parcel directly on the carrier's website.

Note the damage on the delivery note and contact us within 48 hours with photos at info@boisdhermalle.com. We will find a quick solution.

We accept bank transfer. The details are sent to you by email after order confirmation. See our terms and conditions for details.

Payment is made by bank transfer: no card details are entered on the site. You pay directly from your bank, completely securely.

Your order is processed as soon as we receive your bank transfer.

You have 30 days from receipt to exercise your right of withdrawal, without giving a reason. See our Right of withdrawal page.

The refund is made within 14 days following receipt of the return, using the same means of payment.

No, products delivered in bulk (logs, wood by lorry) are excluded from the right of withdrawal owing to their nature. For any dispute, contact us.

Yes, our timber is certified PEFC and FSC, guaranteeing sustainable forest management. Our pellets are certified DINplus and ENplus A1.

Store the wood in a dry, ventilated place, sheltered from rain and off the ground. A moisture content below 20% is ideal for optimal combustion.

For a 100 m² house, allow roughly 5 to 8 stères per heating season. Don't hesitate to contact us for tailored advice.

Yes, we offer trade prices for large volumes. Contact us via the contact form specifying your requirements.

Via our contact form or by email at info@boisdhermalle.com. We respond within 48 working hours.

We are based at Koekoeklaan 6, 2382 Ravels, Belgium. Online sales only — no on-site collection without a prior appointment.