FAQ

Warmtekussens FAQ

General questions

What technology does Stoov use?

Stoov works slightly different from other heat pillows or blankets. That makes our products extra special and you will notice that you will benefit from this more than just a nice heated pillow, so double the benefit!

What makes Stoov different?
Unlike other heating elements in a pillow or blanket, Stoov works with infrared heat. This is a form of heat radiation that heats the body from the inside. The radiation is not visible to the human eye, but it is palpable because it generates heat. The infrared rays penetrate deeper into the skin, up to 4 cm. This warms the body from the inside out and makes it feel like you are lying in the sun on a hot summer day. It may sound strange, but it is completely safe. It is even safer than a normal heating cushion, because the Stoov cushions are built-in with a timer and thermostat and will turn off automatically when the product gets too hot! Simply put: Stoov pillows and blankets have the same heating effect as when you are out in the sun, even when it is raining and storming outside!

More than just heat
Infrared has more good effects than just a nice warm feeling. In addition to heating, infrared light has been proven to improve blood circulation, reduce pain, reduce joint stiffness, reduce inflammation, and revitalize the skin.


Is Stoov safe to use?

Yes, our products are safe to use (also for pets).

We take your safety seriously. That is why every product is equipped with an overheating protection thermostat. The thermostat will temporarily turn off the heat generation when the actual temperature in the heating element becomes too high. This will prevent your Stoov® from running at too high temperatures.

Every Stoov® also has an Auto-off function, which turns the product off automatically after 8 hours of use.

Although our products are tested and safe to use, we do not recommend people with a pacemaker to use our products or women during their pregnancy. When in doubt, please contact a medical specialist to be sure.

What are the differences between our products?

Our Ploov's are suited for any interior, and are perfect for back support. If you prefer to have a heated seated area, the One Premium is best suited for your needs. If you can't choose, why not go for a Big Hug (XL)? Our Big Hugs come with a heating area for both your lower back and your seated area and fit perfectly over a chair or on the couch.

Our Homeys target any area that need a little extra attention. This versatile product is easy to take with you, and can be used for any purposes!

Style your Stoov, with a cover of your choice.

What are the differences between our covers/fabrics?

Here at Stoov®, we understand that style is personal. That is why we offer the opportunity to pick a cover for your Stoov® that suits you.

Our signature line comes in many different colours, and will suit any household.

If you are searching for a more refined look, our Knitted line offers a fine alternative.

Our premium line is designed by Sunbrella, and is made of 50% recycled material. The premium line is best suited for outdoor purposes, as it is designed to withstand sun and to repel water and dirt.

Our Woolly is made of a faux-fur fabric and gives an extra cozy and warm feeling to your home.

How to get your Stoov ready to use?

How do I assemble my Ploov or One?

To assemble your Ploov or One, watch the following video or read the steps below:

1. Connect the battery to the cushion and twist the connector to lock it

2. Slide the battery into the battery pocket.

3. Pull the cover over the cushion and put the label through the opening

4. Push the power button to turn on the heat and push again to set your desired heating level

5. Put the charging cable in the charger and connect the magnetic connector to the Stoov® Smartlabel

How do I assemble my Big Hug (XL)?

To assemble your Big Hug (XL), watch the following video or read the steps below:

1. Open the zipper on the back of your Big Hug


2. Connect the battery to the Big Hug and twist the connector to lock it


3. Open the velcro of the battery pocket


4. Slide the battery into the battery pocket


5. Push the power button to turn on the heat and push again to set your desired heating level


6. Put the charging cable in the charger and connect the magnetic connector to the Stoov® Smartlabel

How do I assemble my Homey?

To assemble your Homey, watch the following video or read the steps below:

1. Remove the cover of the Homey


2. Connect the battery to the Homey and twist the connector to lock it


3. Open the velcro of the battery pocket


4. Slide the battery into the battery pocket


5. Pull the cover over the Homey and put the label through the opening

6. Push the power button to turn on the heat and push again to set your desired heating level

7. Put the charging cable in the charger and connect the magnetic connector to the Stoov® Smartlabel

How do I charge my Stoov?

1. Connect the magnetic charging cable to the backside of the Stoov® Smartlabel.


2. Connect the charging cable to the adapter (If you use another adapter, make sure it is an adapter of at least 2.0A).


3. Connect the adapter to the outlet.


4. The charging indicator light on the Stoov® Smartlabel will blink to indicate your Stoov® is charging. When the indicator light on the Stoov® Smartlabel stops blinking and is shining constantly, the battery is fully charged.

How can I check the battery status?

To check the status of your battery, hold the power button in the Stoov® Smartlabel for 2 seconds. Thereafter, the light display will show how much power your battery has left:

• 3 lights = 70-100% charged

• 2 lights = 30-70% charged

• 1 light = 0-30% charged

How can I clean my Stoov?

To clean your Stoov, switch off the product and remove the outer cover. Clean the outer cover according to the washing instructions on the care label. These instructions can differ depending on the outer cover your Stoov has.

Please mind never to use water on the inner cushion and/or other electronic parts of your Stoov, just as you wouldn't with any other electronic equipment! KEEP DRY, DO NOT WASH.


Where can I find the manual?

Here you can find the manual to our products

PDF of manual for USB products


Charging & using your Stoov

How long does it take to fully charge my Stoov?

When the pillow is completely empty it takes 4-5 hours to charge it completely. (while using the original Stoov® charger)

How long can I use my Stoov without charging?

Depending on the Stoov® product you are using, the ambient temperatures, the heat level you use on your Stoov®, and the battery's health status your discorded Stoov may run up to 8 hours.*

See the infograph below for more information.

Fixing a problem

My Stoov® is not charging, what can I do?

If you are experiencing issues with charging your Stoov®, please check this video or try the following suggestions:

1. Check to see if your adapter is working. Disconnect your battery, and attach your charger to your Stoov®. Is the charging indicator light shining?
a. If you do not see the charging indicator light shining: try using another USB adapter with the same capacity. Does the charging indicator light shine while using a different adapter but not with the original Stoov® adapter? If so, contact our Customer Service for replacement of the adapter.

2. If you followed step 1, now check to see if your battery is working. Attach your battery to your Stoov® and attach your charger to your pillow. Is the charging indicator light working with the battery attached?

If these steps do not solve your problem, please contact us at klantenservice@stoov.com and inform usabout your issue. Please give a detailled description of the problem and the outcomes of the tests.

The charging of my Stoov takes a long time, what can I do?

Normally, charging your Stoov® should take 4-5 hours. A longer charging time may be caused by one of the following factors:

1. Using a different USB adapter than the one you received. All our USB adapters have a capacity of 2.4A - while most other adapters have 2A.

2. A high surrounding temperature during charging (for example close to the heating system in your house).


3. When the charging cycle is interrupted too many times, by disconnecting and connecting the charging cable to your Stoov repeatedly within a short time frame. This can trigger a 'slow charging mode'. To fix this you have to reset your Stoov®:

a. Reset your Stoov®, by pressing the power button for 10 seconds. Hold the power button until the lights disappear. After the lights have disappeared, wait 1 minute.

b. Charge your Stoov® completely. Do not interrupt the charging process by unplugging your charging cable. If you accidentally unplug your Stoov® before it is fully charged, reset and try again.

c. Check if your Stoov® is warming up now properly.

Why does my Stoov not get warm?

If you believe your Stoov® is not warming properly, please try one of the following tips:


- First, try to understand if your Stoov® is getting less hot than it should be. To understand what are normal temperatures for your Stoov®, these are our temperature levels:


- Low: approx 34°C

- Mid: approx 38°C

- High: approx 42°C


This may not tell you a lot, but what you can do is remove the outer cover and press your hand hard on the heating element. First let your Stoov warm up for 5 minutes and then press your hand on it for 30 seconds.

If you do not feel the warmth, please check the following steps.


- Is your charger working and connected?

You can check this by connecting the charger, if a light turns on blinking or constantly, the charger works.


- Check if your battery is properly connected.

You can do this by removing the outer cover and checking if your battery is properly connected to the cable of the heating element. Make sure you twist the connectors till it locks.


- Check if your battery is fully charged.

You can do this by holding the power button while your Stoov is on, for around 20 seconds. If one light shines, it means your battery is between 0-30%, if two lights shine it means 30-70% and three lights means 70-100%.

It may help to charge the Stoov® with another adapter (this should be an adapter of at least 2.4A). If a new adapter solves the problem, please contact us for a new adapter at klantenservice@stoov.com.

- Reset your cushion by following these steps:

1. Reset your Stoov®, by pressing the power button for 10 seconds. Hold the power button until the lights disappear. After the lights have disappeared, wait 1 minute.


2. Charge your Stoov® completely. Do not interrupt the charging process by unplugging your charging cable. If you accidentally unplug your Stoov® before it is fully charged, reset and try again.


3. Check if your Stoov® is warming up now properly.

If these tips did not help, please contact our Customer Support at klantenservice@stoov.com. Please give a detailed description of the problem and the outcomes of the tests.

Lights on my Stoov won’t go on, what can I do?

If the indicator lights on your Stoov are not working, please check:


1. Disconnect the battery and reconnect it. Twist to lock.

2. Charge battery

3. No charging light? Try a different USB charger

4. Try again.

If these tips do not help you further, contact our Customer Service at here. Please give a detailed description of the problem and the outcomes of the tests.

My Stoov runs out really quick, what can I do?

If your Stoov runs out quicker than stated in the table below, please contact us here.

Ordering your Stoov

How do I order a Stoov?

When you are in our webshop:

1. Go to the product of your choice

2. Click on the large "Add to cart" button.

3. You are now being directed to your Shopping Cart.

4. Fill in a discount code in the “Enter discount code” text box

5. Check your Shopping Cart and click on “Checkout” to continue.

6. Log in to your account or continue as a guest

7. Fill in your details

8. Choose a shipping method

9. Choose your payment method

10. Click on “Buy” and you will be redirected to the payment method of your choice

11. Pay according to your payment method and you will return to stoov.com

12. Congratulations, you placed an order!

13. You will get a confirmation mail with all the info of your order.

14. We will pack your Stoov as soon as possible and send it to you.

15. Enjoy your Stoov!

Please note that without payment your order will not be shipped to you.

What payment methods are available?

iDEAL, Paypal, Klarna Pay Later, Visa, Mastercard, Bancontact, Mistercash, KBC, SOFORT banking, Belfius, ING Homepay, Cartes Bancaires, EPS, Amercian Express, Giropay en Maestro.

Can I still change or cancel my order?

Unfortunately, an order can no longer be changed or cancelled after it has been confirmed. For information regarding returning your Stoov, please check the return page here.

Where can I enter a discount code?

In your Shopping Cart there is a section called "Enter discount code".

What is included in my package/delivery?

Your delivery includes all the items you need to get your Stoov up and running. This includes:

- The Stoov product of your choice
- A battery
- Charger (EUR-plug)
- Magnetic connector
- Manual

I’m having trouble with my payment. What should I do?

Here are a couple of tips that may help:

- Create a mystoov account. Via a mystoov account you can pay for your open order
- Try ordering via a computer or laptop, and not a phone


Still no luck? Reorder your product. An order is only confirmed when the payment is successful.

What are the shipping costs?

For orders with an order value above € 50 shipping is free in the countries mentioned below. For orders with a lower order value, the shipping costs are:


Belgium, Germany, Austria & Netherlands €4.95


For orders with an order value above € 98 shipping is free in the countries mentioned below. For orders with a lower order value, the shipping costs are:


Denmark, France, Italy, Luxembourg € 8,95


For information about shipping costs to other countries, choose the desired country of delivery in your shopping cart. The shipping costs are immediately visible.


When you order from outside the EU, please note the import laws of the country of destination for any additional costs.

The product I want to buy is not in stock, when will it be back in stock?

Sorry about that. If the product you are interested in is not in stock at the moment, you can sign up to receive an email alert through our webshop.

When you are in the webshop and on the 'page' of your desired product, under the "out of stock" information button, you can click on the "send me an email when available" button in the right corner of your screen.

When you fill out your email information, you will be notified as soon as the product is back in stock again! That way you do not have to miss out again.

Home try-out & Returning

What is the return period?

Heat and heating are a personal preference. That is why we think it is important that you can try out your Stoov® heating product at home. Like this, you can experience the heat in your own environment.


If you don’t like the Stoov®, you can sign up for a return and return it within 30 days after you have ordered the Stoov®. Due to the holidays and the amount of orders that are gifts, we decided to expand our return time to 60 days for orders made between 01-11-2020 till 31-21-2020. For more information about returns click here.

How do I return my Stoov?

You can return your Stoov here:

Return Portal Stoov

Who pays for my return?

When you return a product, the costs are for your own account. The reason we chose to do this, is that we care about the environment. We do not encourage people to buy and return our products, without being sure of it. This will only cause people to return more, which means more products have to be moved from place to place. This increases emission of CO2, which is bad for the environment.

When will I receive the refund of my return?

We will refund the purchase amount within 14 days after receiving your product in good order.

If the product is damaged or visibly used more than is necessary to try the product, then we can pass on the value reduction of the product to you. Treat the Stoov® with care and ensure that it is properly packaged for a return.

How long do I have a warranty on my Stoov?

Your Stoov® comes with a 2 year warranty period that runs from the moment of purchase. This includes all the technology running your Stoov, from the inner pillow to the charger. However, this does not include wear parts such as the battery and the fabric on your Stoov®. These parts only come with 1 year of warranty.

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