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Replace and repair

Imperfections are beautiful sometimes, but not when it comes to our products. 

If your firebox is not working properly, you'll have to send it back and we’ll replace it with a new one. If the mantel has any flaw, we’ll send you replacement parts in no time. See all warranty terms here.

The fastest way to solve the problem is by submitting a ticket.

Return online order

It's okay to change your mind! That's why our products come with a 60 day return policy. We have an effortless return process and shipping is on us.

We will give you a full refund when products are returned to us in new, unused and re-saleable condition, with the original packaging, accessories and documentation. Please check our return policy here.

Instructional videos

We regularly upload videos on how to use our products, assemble fireplace mantels and reuse packaging. We love Lego and tinkering with stuff, so it's a lot of fun. Check out our YouTube channel for more info.

Product documents

Whether you are looking for the user manual or the assembly instructions, we’ve got you covered. We gathered every document you may need right here.

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Company

When was TAGU founded?

TAGU was founded in 2018 by Marian and Bogdan, two best friends from Cluj-Napoca, Romania. To find out more about the brand, see Our Story.

Who operates this store?

This store is operated by TAGU Lolium SRL, company registered for VAT in Romania with number RO32812588. To view the full company details and address, see the Contact Page.

Where do you ship from?

All products are shipped from our fulfillment center in Romania. To view the full warehouse address, navigate to our Contact Page.

How can I get in touch?

You can contact us anytime by visiting our Contact Page and reaching us by e-mail, phone, or the contact form. During business hours, the fastest way to reach us is by using the chat.

Order

Where can I buy TAGU products?

Although our products are available on online marketplaces and some selected physical locations, we recommend ordering online directly from our shop to get the fastest delivery and the best experience.

Is VAT included in the price?

Yes, VAT is included in the price.

Can I reserve a product by adding it to my cart?

Adding items to the shopping cart without completing the purchasing process does not ensure a reservation.

How can I apply a discount coupon or voucher to my order?

Copy and paste the voucher code into the dedicated box during checkout and the discount will be automatically applied to your order.

Is the electric firebox included in the price of the fireplace?

Yes, all our fireplaces are sold as "fireplaces sets" and they include the electric firebox.

Is it possible to order the mantel only?

No, we do not sell our mantels as standalone products.

I need help during my purchase, how can I get in touch?

If you need assistance during the ordering process, please get in touch by chat.

Payment

Why is my card rejected when I pay at the checkout?

There are different reasons why the card might be rejected:

- The card may have expired. Please check if your card has surpassed the expiry date.

- The card may have reached its credit limit. Please contact your bank to ensure the card has not exceeded its credit limit.

- The payment details entered may be incorrect. Please check that you have filled in all the required fields correctly.

- Please ensure that your billing address matches the information linked to your payment method.

How long do refunds take?

We typically process returns within 3-5 business days after the carrier delivers the item to our fulfillment center. Once we issue your refund, it takes an extra 3-5 business days for your financial institution to return the funds in your account.

Where is my refund sent?

Refunds are issued back to your original payment method.

Changes and cancellations

Can I change or correct my shipping address after I submit my order?

After placing an order, you can update your shipping address if it hasn't entered the shipping process yet. We try to fulfill orders very quickly; that said, please get in touch by chat and we’ll see what we can do!

Can I change the products in my order?

It is not possible to change the products or quantities. You will need to cancel the order and place a
new one.

How can I cancel my order?

You can cancel an order if it hasn't entered the shipping process yet. We try to fulfill orders very quickly; that said, please get in touch by chat and we’ll see what we can do.

If you already received the shipping confirmation e-mail, cancelation is no longer possible and you will need to submit a return.

Tracking

I haven't received my order confirmation email, what should I do?

If you haven't received your order confirmation email, please check your spam inbox. If you still can't find it, please get in touch by chat.

How can I track an active order?

Shortly after placing the order, you will receive an email with the order details and status. After shipment, you will get a second email with the delivery notification and tracking info. Use the link in the email to track your order.

Invoice

Where can I find the invoice?

After we process your order, we will issue the invoice and send it to your email. Please check the spam folder as well. If you can't find it, please get in touch by chat.

Can I get a VAT invoice for my business?

Yes, please include your full company name and VAT number in the checkout process.

Can I get a credit note for canceled, returned or refunded orders?

Yes, we issue credit notes for all cancelations, returns, or refunds. The invoice will be sent by email as soon as the refund is processed. Please check the spam folder as well. If you can't find it, please get in touch by chat.

Delivery

How do you ship?

We offer free express delivery by DHL, UPS, DPD, and GLS on all orders in Europe. Courier may vary depending on the product and your location. For more information, see our shipping policy.

How long does the shipping take?

The shipping usually takes 2 to 3 business days.

How are the products packed?

If you order a fireplace set, it will be delivered in two separate carton boxes: firebox & mantel. Packaging is designed at ISTA 3A standards to ensure full protection during the delivery process.

What is the weight of the boxes?

Fireboxes weigh around 10 kg and mantels vary between 14 and 40 kg, depending on the model. Two-man handling is recommended.

How can I track the shipment?

You can track your shipment with the tracking number we automatically send you via email. In some cases, order is delivered in multiple boxes and there may be multiple tracking numbers. If you haven't received any tracking information, please check your spam inbox. If you have problems tracking your order, please get in touch by chat.

My delivery is late. What can I do?

Most deliveries are late because of incorrect delivery information such as address, phone number, or missing apartment, building, floor, or unit number. Please track your order using the tracking information provided by email and get in touch with the courier. If you have contacted the courier and still have problems receiving your order, get in touch by chat.

The tracking status does not show any updates. What is happening?

There might be a problem with the delivery. Get in touch by chat.

Tracking shows as delivered but order has not arrived. What can I do?

Look for a notice of attempted delivery, look around the delivery location for your package and see if someone else accepted the delivery. Sometimes the delivery status is updated in advance and you may see your package marked as "delivered" even if you have not received it. It may not have been delivered yet, but it's heading to the address you've selected and it will be there soon.  If you can't find it within 48 hours of expected delivery, please get in touch by chat.

A package is missing. What can I do?

In many cases, the order is delivered in multiple boxes which may not arrive together and some items may take longer for full delivery.
After the initial delivery, please allow 48 hours for the order to be delivered completely. If delivery is still not complete by then, please get in touch by chat.

Firebox

What is the energy consumption and efficiency?

23PF series: Flame only: 6.5Wh - less than a light bulb.
Flame + heating: 1500Wh - like a regular electric heater.

How many square meters does the fireplace heat up?

The 23PF series firebox warms rooms up to 37 square meters, assuming the room has proper wall insulation, a regular ceiling height, and the outside temperature is at normal levels for winter. It is however important to keep in mind that our products are designed to be used as an auxiliary heat source to supplement the central heating.

Does the fireplace make any wood crackling sounds?

This feature is not available for our 23PF series fireboxes. As a workaround, we suggest using a Woodwick Crackling Candle or a smart speaker like Amazon Alexa to get the crackling effect.

Can I use the firebox without the heating function?

Yes, the flame effect can be used without the heating function, for year-round enjoyment.

Can I use the heating function without the flame effect?

No, flame effect is turned on by default when turning on the fireplace.

How loud is the heater blower?

For our 23PF series firebox, the blower sound level is 48 dB. That said, noise is slightly lower than a traditional space fan heater and can be compared to the noise level of a refrigerator or light rain.

Can I remove the glass?

The glass can easily be removed. On either side of the glass, there are three screws you need to remove, so the glass can be taken out. You do not need to worry about anything going wrong, the process is very simple and the glass is made of safety glass which is really hard to break.

What is the life expectancy of the LED lights?

Our LED lights have an expectancy of 50000 h, meaning that they will last 34 years with an average use of 4h/day, so they will not need any replacement during the product's lifetime.

Do the flames look real? Are there real life demo videos?

For our 23PF series, the flame effect is a dynamic blend of orange and red colours and we've done our best to design a realistic dancing fire effect. You can view real-life videos by browsing our Youtube channel.

Are the logs 3D?

Yes, the logs are 3D and the design was made from a real-life model of burnt firewood.

Does your fireplace need any venting or a chimney?

No, our fireplaces are all vent-free, therefore there is no need for any chimney, venting, or gas lines. There is no open flame and no mess to clean up.

Does your fireplace use any sort of fuel?

No, our fireboxes are fully electrical. You only need an electric outlet.

Do I need any clearance for the air intake of the firebox?

If you're planning on mounting the firebox into a wall or other custom structure, please make sure there is a minimum clearance of 30mm between the air intake located at the back of the firebox and any other surfaces. For more info, see our user manuals.

Can I connect the fireplace to wifi/home assistant device/Alexa?

The firebox can't be directly connected to Wi-Fi, Alexa, or any similar devices. As a workaround, you can use a smart IR remote controller, like the BroadLink IR Universal Remote to control the fireplace using your voice or your phone, anytime and anywhere.

Fireplace mantel

Are all the models the same in terms of performance?

The only difference is the design and the size of the mantel itself. All mantels use the same firebox and they have the same features and heating performance.

Can I place objects (small decoration, TV, etc.) on the mantel?

Yes, our mantels are tested to withstand a total weight of up to 50kg. You can safely place small objects on it or even a TV, as long as the dimensions fit.

Can the fireplace be placed on a floor with underfloor heating?

Yes, the fireplace can be placed on a floor with an underfloor heating system.

Can the fireplace be placed on a balcony or covered terrace?

Yes, the fireplace can be placed and used on a balcony or covered terrace, as long as the rooms are not humid and there is a power source.

Do I need any tools or know-how for assembly?

Our mantels are a breeze to assemble and are designed to be put together with ease by anyone, without any technical experience or tools.

What is the time of assembly?

It should take no longer than 30-40 minutes.

After assembly, some panels are not aligned or there are gaps between the parts of the mantel. What can I do?

Some gaps might result if the parts are not properly aligned in the assembly process. To fix this, please loosen up all screws, carefully realign the parts together and tighten back all screws. If the problem still stands,
please fill out our support form.

What kind of material is used for the mantels?

Our mantels are made of MDF and hardwood. The stone-brick appearance mantels are made using polystone magnesium oxide and fiberglass.

What kind of finish is used for the mantels?

Our wood mantels are finished with multi-layered paint and matte lacquer.

Safety

Is it safe to move the fireplace to another location once assembled?

The fireplace is sturdy and stable, it can easily and safely be moved to another location.

Is it safe to place the fireplace on a carpet or rug?

Yes, you can safely place the fireplace on any kind of surface (hardwood, carpet, rug). The mantel or the glass will not get hot. However, do not cover or place any textiles directly on the heater outlet.

Is it safe to use in proximity of children or pets?

Yes, the firebox can safely be used in the proximity of children or pets.

Does the mantel or the glass get hot?

The mantel parts or the glass on an electric fireplace won't get hot. As such, electric fireplaces are much more child and pet-friendly than other types of fireplaces.

Is it safe to place the fireplace directly against the wall?

You can place the mantel directly against the wall.

Does the firebox have an overheating protection?

Yes, we have ensured the safety of our users by adding an advanced overheat protection sensor, which will automatically turn off the firebox in case it overheats.

Instructions

Where can I download the user manual or assembly instructions?

Whether you are looking for the user manual or the assembly instructions, we’ve got you covered. All product documentation can be accessed by visiting our downloads section.

Are there any video instructions?

We regularly upload videos on how to use our products, assemble fireplace mantels and reuse packaging. We love Lego and tinkering with stuff, so it's a lot of fun. Check out our YouTube channel for more info.

How do I set the time and date?

For our 23PF1 series, you can set the time and day when you first use the firebox. With the firebox turned off, on the remote control, press and hold the settings button (first button on the top left, flower icon) for 3 seconds. Then use the plus button to set the hour. Next, you can use the minus button to set the minutes. Use the day button (lower coffee symbol) to select the day. When they're done, you have to wait until the indicator stops flashing.

For more info, see our user manuals.

Issues

How long does it take to replace my product or receive spare parts?

We ship parts or replacements from our service center in Romania, via DHL Express. Delivery should take 7 business days, depending on your location.

My electric firebox does not work properly or doesn't turn on. Can I get it repaired?

If your firebox is not working properly, we'll try to help you remotely. If a remote fix is not possible, you'll have to send it back and we’ll replace it with a new one. Get support.

My firebox arrived damaged. Can I get it repaired or replaced?

In case of shipping damages, we will replace parts or the entire product for free. Get support.

The remote control is missing. Can I get a new one?

Yes, we can send you a new remote or other missing accessories for free. Get support.

My fireplace mantel was damaged during shipping. What can I do?

Imperfections are beautiful sometimes, but not when it comes to our products. If the mantel has any flaw, we’ll send you replacement parts in no time. You will need to identify the damaged parts, take clear photos of them and get in touch by requesting support.

What should I do if I’m missing a part from my package? Can I get a replacement?

Yes, we will send the missing part, please request support.

My mantel has a part with cosmetic imperfections or paint defects. What should I do?

Imperfections are beautiful sometimes, but not when it comes to our products. If the mantel has any flaw, we’ll send you replacement parts in no time. You will need to identify the defective parts, take clear photos of them and report the problem by requesting support.

Do I need to send the damaged parts back to you?

No, damaged parts should be disposed.

What is the best way to recycle or dispose of the defective parts?

Please call the nearest sorting center or waste disposal site in order to correctly dispose the spare parts you no longer wish to use, according to your region's laws and regulations. See our Recycling Page.

Where can I find my product's model number?

In case you contact customer service, we'll ask for your fireplace's model number. You can find it on the back of the unit or on the product's packaging. Check out this video to see exactly where it is.

Where can I find my product's PO number?

In case you have a warranty problem, we'll ask for your fireplace's PO number (aka batch number). You can find it on the back of the unit or on the product's packaging. Check out this video to see exactly where it is.

Warranty

What is the warranty period?

All products come with 2 years warranty, starting on the day of the purchase. Service is provided directly by TAGU. To get service, just fill out our support form.

What happens if I encounter issues with my product after the warranty has expired?

If your warranty has expired, we can send you spare parts (such as circuit board e.g.) to be used and replaced by an authorized professional or electrician. To get service, just fill out our support form.

Returns

What is your return policy?

We have a 60-day free returns policy. We will give you a full refund when products are returned to us in a new, unused, and re-saleable condition with the original packaging, accessories, and documentation. Learn more about our return policy.

My product has quality issues. Can I return it?

For the fastest resolution, we can provide free replacements or parts and there is no need to return the entire order. To get service, just fill out our support form.

However, if you would rather prefer to return the entire order and get a full refund, just fill out return form.

How can I start a return?

You will need your order number to start the process -  you can find it in your order confirmation email. After filling out our return form, you will receive the shipping label and we will arrange the pick-up of the product from the indicated address. To start a return, just fill out our return form.

How should I prepare the product for return?

Please return the products to us with the original packaging, accessories, and documentation, in a new,
unused, and re-saleable condition.
Before pickup, please seal the open boxes, print and attach the shipping labels, and cover or remove any old labels.

When will I be refunded?

You will receive a refund after the products have been processed by our warehouse. Usually, it takes up to 3-5 business days to receive and inspect the returned items.

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