Can you deliver to my address?
We deliver to the majority of mainland England and Wales. If we are unable to fulfil your delivery you will be notified and a full refund will be provided.
What time of day will delivery be made?
Deliveries are typically made all day during weekdays, between 8am and 6pm.
How long will my order take to deliver?
Standard delivery (excluding Scotland): 3-5 working days, but these can increase during busy periods. We will do our best to keep you updated with texts / emails informing you of your delivery progress.
Where on my property will the driver deliver to?
The answer to this question depends on what you order.
Bagged product up to 50kg in weight is hand delivered direct to your coal bunker or log store by our own drivers. Whilst the horse and cart may have gone we still deliver these bags in the traditional way. A CPL delivery driver hoists the bag onto his back and carries it down your garden path to where you want it. Our delivery drivers are the best in the business, doing a physically demanding job in all weathers. They are all extremely helpful, so providing you don't ask them to tackle an "assault course" of obstacles across your property they will deliver the bags to pretty much wherever you ask them to. However, due to Covid-19 restrictions, we are unable to make delivery if it involves entering into or through a customer's residence.
Some of our coal and smokeless coal products are delivered in 50kg open sacks. These open sacks are reusable, and so we don't leave them behind, taking them with us after having tipped the fuel out into a suitable coal bunker or store. If you don’t have a coal bunker, shed, cellar or other type of space for storing loose coal, or you would prefer your fuel still in the bag and neatly stacked, then please make sure to order your favourite fuel in the sealed 25kg plastic bag alternative. Some products such as House Coal, Homefire or Ecoal50 are also available in 10kg bags.
Dumpy bags, pallets or crates greater than 50kg in weight are much more difficult to deliver because of the greater size and weight. Product will arrive at your home on the back of a large truck, equipped with a tail-lift (no crane) and a hand pump truck for the driver to pull your palletised product off the vehicle. The driver will try and place the pallet where you want it. However, narrow entrances, gravel driveways, uneven or soft surfaces, and even moderate inclines are all obstacles that will restrict where the driver is able to drop your pallet. This may result in a delivery to kerbside, and consequently you being faced with the task of physically moving the product to where you want it on your property.
You should notify us at the time of placing an Order of any vehicle access restrictions or issues that may prevent us from safely delivering your Order.
Do I need to be at home when you arrive to make delivery?
No. But you do need to tell us where on your property we need to leave the goods so they are safe and secure. We'll do our best to leave your goods where requested (see answer to question - Where on my property will the driver deliver to?), and then push a delivery note through your letterbox. If we can't safely make the delivery, we will take the goods away, and contact you to arrange a new delivery time when you can be in.
What is the Text before delivery service?
As the name suggests, request this service and we'll text you the day before to let you know your order is on its way. Just select this option during checkout.
Is there any charge for delivery?
Delivery is free to mainland England and Wales when spending over £50 in a single transaction. A delivery charge for small orders less than £50 in value, or for shipping destinations outside mainland England and Wales applies.
Does the price quoted on the website include VAT?
What if I want to return the goods?
If you are not satisfied with your purchase for any reason, please contact us within 14 days of receipt. We will arrange to collect the goods at our cost and sort out a refund. We will refund you in full within 14 days of collecting the goods, providing goods are returned in original packaging and condition. We will refund you using the same credit or debit card used to pay for the goods.