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Find the answer to your questions and queries. If you can’t find what you’re looking for, simply get in touch with us here.
  • How much is delivery?
    Delivery is selected at the time of order and is included in your order, with the exception of a Saturday delivery which incurs additional costs.
  • Do you offer Next Day delivery?
    Next day delivery is available at no extra cost when ordering before 2pm Monday to Thursday. Where an order is placed Friday to Sunday, it will be delivered on the following Tuesday.
  • How will my order be delivered?
    All orders are delivered on a pallet, kerbside to your property, generally using a large 18-ton lorry. If you are unsure if your location will accommodate a large lorry, please get in touch and we can discuss your needs in more detail.
  • Who will deliver my order, and will they be able to assist me with the order?
    We use a third party for all deliveries and cannot guarantee they can provide any assistance once the delivery has been made. If you ask the driver to bring the pallet onto your property, this will be 100% at your own risk, we will not be held liable for any damages.
  • What is the minimum I can order for delivery?
    The minimum order for all deliveries is x20 nets.
  • I live in a remote or restricted access property; can you deliver to me?
    Most deliveries are made in an 18-ton vehicle. Please contact us upon placing your order to inform us of any difficulties we may have accessing your property, and where possible we will ensure that a smaller 7.5-ton truck is used.
  • What happens if I am not home to accept the delivery?
    Should you not be in at the time of delivery the pallet will be left at kerbside and will then be 100% your responsibility.
  • What is the difference between the wood types?
    You can find more information on our woods here however, here is a quick overview: BIRCH – quick to light, easy to burn, around 70 minutes burn time ASH – most popular, easy to light, around 100 minutes burn time OAK – dense, gives off most heat, around 140 minutes burn time HORNBEAM – steady burning rate, appealing flame, around 120 minutes burn time
  • I am not happy with my purchase
    We take pride in providing high-quality products and exceptional customer service, but if you are not completely satisfied with your purchase, please contact us so we can work with you to agree a resolution. Contact us here.
  • I want to return my order
    All exchanges and returns will be subject to the product being returned in the same condition it was received in. You will also be liable for the cost of the transport for the product to come back to us.
  • I need to amend my order
    Due to the size and nature of our products, once an order has been shipped, the order cannot be amended, and you will have to request an exchange or return. If you place an order by accident or order the wrong product, please get in touch as soon as possible.
  • My order is damaged
    We understand that there may be situations where you may receive a damaged or defective product. In such cases, please contact us immediately, and we will work with you to find a solution.

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