QUESTIONS ABOUT SHIPPING & RETURNS

SHIPPING

DO YOU DELIVER TO MY POSTCODE?

We are currently able to deliver to the UK Mainland, the Highlands, Northern Ireland or one of our many beautiful islands. Delivery times and prices may vary outside of the UK Mainland, so please check this in our Delivery Policies.

DO YOU DELIVER INTERNATIONALLY?

Currently, we only ship to Jersey and Guernsey, outside of the UK.

HOW MUCH DOES DELIVERY COST?

Usually your delivery cost is based upon the value of your order, weight and your postcode… .but ……we are currently offering Free Delivery on all products, so no need to factor that cost in.

HOW LONG DOES DELIVERY TAKE?

If you order after 2pm on a Friday, dispatch will be on the following Monday. These are based on delivery to UK Mainland.

Your delivery may be slightly longer if you are in the Highlands, Northern Ireland or one of our many islands. Once an order is dispatched you will receive a tracking number from our courier partners DPD or Hermes You can use the tracking number on their website to track your order.

If you are unavailable for the proposed delivery slot, you will need to contact the courier partner directly using their portal to rearrange the delivery or organise a safe place. If you agree for an item to be left in a safe place, or with a neighbour, you take responsibility for any lost or damaged packaging that may arise as a result.

I HAVE MULTIPLE ITEMS IN MY ORDER, WILL THEY BE DELIVERED TOGETHER?

As our couriers have a 25kg weight limit on parcels, we may have to split your order into different cartons. However, as your order will always be sent out at the same time, you should receive your order in one delivery.

RETURNS & REFUNDS

MY ORDER HASN’T ARRIVED – WHAT DO I DO NOW?

If you have received an email shipping confirmation but have not received your item after 5 working days we recommend contacting the courier partner initially using your tracking number. This can often be the quickest way to resolve the issue as items can be tracked online using their portal. If you are unable to do this, or experience other problems with a delivery, please contact our customer services team using hello@pinewoodfuels.co.uk and include as many details as possible, as well as your tracking number, so we can investigate the issue for you. Claims for non-delivery must be made within 7 working days of your order.

MY ORDER IS DAMAGED, WHAT SHOULD I DO?

Unfortunately, sometimes parcels don’t make it through the delivery process unscathed. It would be most helpful before contacting us that you take some clear photographs of any damage caused to the packaging and contents. Please send the photographs and details of your order to hello@pinewoodfuels.co.uk where we will investigate further and ensure that you receive your replacement order and it is resolved to everybody’s satisfaction.

WHAT IS YOUR RETURN POLICY?

If for any reason you are not satisfied with your order and wish to start a return or request a refund, please refer to our policy below – To start a return please contact us at hello@pinewoodfuels.co.uk You will need to state the reason for the return, please refer to the reasons below in your email and follow the process as detailed. Please state RETURN and your order number within the email subject line. Items sent back to us without first requesting a return via email will not be accepted.