Glass Fireplace Log Basket

1. How big is a pallet?

A pallet is, most commonly, a flat wooden structure designed to support heavy goods securely during transport. Firewood pallets are delivered in robust crates, ensuring full protection of the wood during transit.

For deliveries, the pallet dimensions are typically 120cm long and 80cm wide and varying height depending on your volume choice. 

2. Can you deliver outside of your local area?

Yes, delivery is included for certain postcodes in our local area. If you are located in LN1-6, LN9-10, PE24-25, or NG34, we will deliver your order using our own lorry. For all other areas within the UK, delivery will be managed via a network of local delivery companies.

Please contact our Customer Services team on 01522 704505 for more information or to discuss specific requirements.

3. How soon can I expect to receive my firewood?

• Local postcodes (LN1-6, LN9-10, PE24-25, NG34): Delivery within 2-3 working days.
• All other locations in the UK: Delivery is also typically within 2-3 working days, depending on availability and transport logistics.

4. Will you contact me to arrange a convenient delivery day?

Yes. After receiving your order, we will contact you within 24 hours to arrange a delivery date. Please ensure that your contact details, including email and telephone numbers, are accurate when placing the order, as we will use these to coordinate your delivery.

It is important to notify us of any potential access issues, such as narrow roads or restricted areas. Large lorries may be required, but if we are aware of potential issues, we can plan accordingly and may use a smaller vehicle.

5. Will you provide a time slot for delivery?

Unfortunately, we cannot guarantee a specific time slot for delivery. Deliveries are generally made between 9am and 5pm on the agreed date. We will request the driver to call you when they are an hour away, but this cannot be guaranteed as it depends on the driver’s schedule.

6. Do I have to be present for the delivery?

Yes, it is important that you are available to receive your order. Upon delivery, inspect the firewood pallet for any signs of damage. If damage is evident, please record it on the driver’s paperwork and obtain a countersignature. Notify us immediately so that we can arrange a resolution.

If no one is available to accept the delivery, the pallet will be returned to the local distribution centre, and a re-delivery charge may apply.

7. Will the driver remove the packaging?

The driver is not responsible for unpacking or removing packaging materials, including the pallet. This will be your responsibility once the delivery is complete.

8. Can the delivery driver place the pallet in my garage/garden/shed?

Deliveries are kerbside only. Drivers will use a hydraulic trolley to position the pallet as close as possible to your desired location. However, this depends on the surface and accessibility. Trolleys are not suitable for soft surfaces like grass, gravel, or cobbles and cannot navigate steps.

Drivers are not insured to enter private driveways and may do so at their discretion. They will never leave the pallet on a public road, as this violates highway regulations.

For successful delivery, ensure the access is clear and the surface is level and hard. If in doubt, call 01522 704505 to discuss the delivery point in advance.

9. Is installation included?

No, installation or unloading of the firewood is not included. The firewood pallets are heavy, and you may need assistance to move and unpack them. If you have specific needs or questions, our Customer Services team is happy to help.