Frequently Asked Questions
Q: I would like to buy refractory slabs or firebricks. How can I cut them to the dimensions I need?
A: All our bricks and slabs can be cut with a brick cutter, a wet saw or an angle grinder (however, take care not to use a diamond blade with your angle grinder unless you water it generously throughout the cut; a basic masonry disc is recommended). We also offer a made-to-measure cutting service.
Q: Most of your products are fragile. Can you guarantee that they will arrive in good condition?
A: All orders are prepared with the greatest care, at several levels. Our products are checked before preparation, wrapped in shock-absorbing paper and packed in a box with honeycomb (for fragile products). However, we would remind you that once handed over to the carrier, the goods travel at the recipient's risk. It is essential to check that they are in order. The delivery driver is obliged to let you inspect your order. In the event of breakage, write precise reservations on the delivery note, stating in particular the quantity, name and condition of the products (example: "1 vermiculite board broken"). If the whole order is damaged, please refuse the goods outright, also stating your reservations. We will not be able to re-ship or refund if this step is not followed; your delivery includes insurance protecting you in the event of disputes only if they are identified on receipt.
Q: What does the alumina content mean?
A: Alumina determines the density and pyroscopic resistance of the material. A content of 25% guarantees continuous heat resistance > 1000°C. At 35%, this resistance rises to over 1500°C.
Q: Can I use your slabs to replace broken ones inside a stove firebox?
A: Yes. They can also be used to clad your masonry heater, form the hearth of a wood-fired oven, add thermal mass to your cast-iron stove, etc…
Q: I cannot find a firebox grate in my size. What are the possible solutions?
A: We offer dozens of different sizes. However, if yours is not available, consider combining two smaller ones to see whether that might fit. If that is not the case, please do not hesitate to contact us to see whether we can find a solution.
Q: I am a professional. What are my benefits?
A: As a professional, you have access to a dedicated area with advantageous prices. First, contact us so that we can create your account and unlock this part of the website for you. Please note that free delivery only applies to private customers.
Q: I am a private individual and would like to build my own masonry heater as a self-build project. How can I get a quote for the materials, and can I get advice on carrying out this type of project?
A: We have helped a number of people with self-build or participatory building projects, and we are available to guide you in choosing materials and organising delivery.
Q: Hello, I am looking for refractory cement and grog to cast a hearth or a heat-resistant shaped part. What product would you recommend?
A: We do not sell cement; you can easily find ciment fondu (calcium aluminate cement) in general DIY stores. Add our grog to it as an aggregate to obtain a refractory castable. Choose the grain size according to the thickness of the part. Do not use only 5 - 10 mm grog, for example, as the mix must contain "fines".
You can also order ready-to-use bagged castable from us, made to suit your needs.
Remember that the part must be dried slowly and evenly (or even covered during the exothermic reaction) and fired right through by bringing the thoroughly dried part (preheating) evenly up to its ceramisation temperature for the necessary time.
Using refractory slabs can be an excellent alternative for flat parts such as oven hearths. Using several elements makes it easier to manage expansion and maintenance over time.
Q: I don't understand: the delivery time indicated has passed and I still haven't received my order.
A: The delivery time corresponds to the time taken by the carrier to deliver your goods from our premises to your delivery address. Preparation time, on the other hand, varies (order volume, bad weather, stock shortages..)
Customers outside France
Q: Which languages do you speak?
A: By email, we reply in English, Spanish and French within two working days: info@coeurdefoyer.fr. Our phone line (+33 9 78 81 72 73) is answered in French, Monday to Friday, 8.30 am to 5.30 pm (French time), except Wednesday afternoon, and until 4.30 pm on Friday.
Q: Do you deliver to my country?
A: The countries we deliver to are those offered during checkout. The available delivery options and their prices are shown as soon as you have entered your address. For a pallet, or if no price is shown, email us and we will send you a delivery quote.
Q: Which VAT applies to my order?
A: Prices on product pages include French VAT. For delivery to another EU country, that country's VAT applies: the final amount is shown in the order summary before you confirm your order. Business customers based in another EU country with a valid EU VAT number entered in their address are invoiced without VAT.
Q: I live outside the EU (Switzerland, United Kingdom, etc.). What else will I have to pay?
A: Your order is invoiced without French VAT. You are the importer of the products, so any customs duties, taxes and import formalities in your country are your responsibility.
Q: When will my order be shipped?
A: Parcels are usually handed to the carrier 48 hours after payment is received. You will receive a tracking link as soon as your order has been shipped.
Q: How can I pay?
A: By card (Visa, Mastercard) on our bank's secure payment page, or by bank transfer. The payment methods available are shown during checkout. Instant transfers are accepted: after ordering, a QR code lets you pay from your banking app.
Q: Can I return a product?
A: Yes, within 14 days of receiving it, without giving a reason. Please contact us first to get a return number. The cost of sending it back is yours, except in the case of transport damage, a delivery error or a defective product: in those cases, we arrange and pay for the return.
Q: Can I get a quote or advice for my project?
A: Yes. From your cart, the "Turn this cart into a quote" button emails you a quote at the prices shown. For technical advice (self-build, choosing a firebox, dimensions), email us a description of your project, with photos or plans if possible.
Q: Do your products comply with the rules in my country?
A: Our products are intended for the French market. If you use them in another country, please check the import and use rules with your local authorities, especially for a heating appliance connected to a flue.