Help with your Tenderflame
Here is the practical part: how to get started, which wick you have, what to do when the flame plays up, and how to reach us. Short, concrete and with photographs.
Getting started
Tenderfuel and the steel wick work together: the fuel is drawn up into the wick, and the flame burns from the wick rather than from an open liquid. That is why the wick and the right fuel decide how calm the flame is.
- 01
Place the product
Place the product securely on a suitable surface. Keep a distance from flammable materials, and make sure the room is ventilated. See the exact distances in your manual.
- 02
Fill before use
Use only Tenderfuel. Fill a burner that is switched off and cooled down, following your model's instructions. Avoid overfilling.
- 03
Light as instructed
Prepare the wick with Tenderfuel as described for your model. Light it with the recommended tool, and check that the wick is lit as instructed.
- 04
Extinguish and let it cool
Extinguish the flame as described in the manual. Let the product cool down before you move or clean it.
- 05
Store after use
Follow your model's instructions on storage and protection against moisture. Use only accessories that fit the product.
The exact measurements, distances and safety instructions are in the manual for your model.
Which wick do you have?
Choose the type that looks like yours. The photographs show the part unlit, so you can recognise it right away.
See the three steel wicks up close
Take a closer look at the holder and steel wicks. Choose your wick type below to find the right guide.
One steel wick
A single upright steel wick sits in the middle of the holder. The photograph shows the part unlit.
The wick is part of the burner and stays in place. Prepare it with Tenderfuel as described for your model, and light it as instructed.
Use only Tenderfuel, and follow the instructions for your model.
Not sure which type you have? Write the model name to us and we will help you. Customer service
The flame is playing up
Most things are solved with a few simple steps. If that does not help, we would like to hear from you.
What you noticeThe flame crackles or sputters a little.
Why this happensTenderfuel can absorb moisture from the air, especially when the product has stood unused with fuel in it. The manufacturer's manual describes this as a possible cause.
What to doExtinguish the flame and let the product cool down. Follow your model's instructions on fresh Tenderfuel and preparing the wick. Light it again as instructed.
Contact us if the problem continues and we will help you further. Wait before using the product again until the matter is resolved. Write to us
Manual and help
The manual comes with the product and applies to your exact model. We do not have the files available for download here yet. Write to us with the model name and we will send the right edition and help with the rest.
Read more
Short and concrete pieces on the technology behind the flame, the formats and the materials. Read up before you choose, and you get it right the first time.
Start here
Tenderfuel and the steel wick
Tenderflame does not burn in an open ethanol tray, but with a steel wick inside a closed burner. That difference shapes how the flame looks, how long it burns and which parts belong to it. This guide explains the terms you meet on the product pages: wick, burner, fuel capacity and burn time.
Read more
Lilly 10 + 0.5 litre Tenderfuel Giftset
Choose and place
Find the format, the material and the placement that suit the room.
- Choosing format and placementTable fireplace, fireplace or candle, and what we know about wall mounting and free-standing placement.Read more
- Indoor and outdoor useWhat we know about placement, and what we cannot confirm yet.Read more
- Materials and finishesSteel, premium concrete, glass, ceramic, porcelain, oak, bamboo and stone. How the range is composed.Read more
Technology and fuel
How Tenderfuel, the steel wick, fuel capacity and burn time relate.
Glass, burners and spare parts
How to find the right glass or the right burner for your model.
Inspiration
Series, materials and mood photography to get started with a room.
Ask before you choose
Burn time, glasses, burners or spare parts. We have collected the answers to the questions we are asked most, and if something is missing, write to us.
Customer service