Frequently Asked Questions
Here are some FAQs which relate to both our products and our delivery service. If your question has not been answered here, then contact our team by email or phone.
Why should I purchase my firewood from your company?
We provide the very highest quality kiln dried hardwood and it is available at a competitive price. Currently, it is at the best market price for retail customers. We manage the entire process, from forest to fireplace, so we have full involvement with all of the quality control procedures and are, therefore, able to guarantee the product’s quality and provide an exceptional service at each stage.
What is the firewood’s moisture content level and will these fit my wood burner?
As logs are natural products, they will vary. Therefore, their moisture levels can be different, even after they are kiln dried. The external moisture content, however, will be 8-20%, while the internal levels of the logs will be 16-20%. Logs are EU standard 25cm in length and fit most woodboring appliances.
What occurs after I purchase my firewood from your company?
As soon as you have made your purchase transaction, you will receive two emails from us that confirm both your order and your transaction.
Then, your order will be selected for dispatch. This usually happens on the same day – depending on the time of day that your order is received (the earlier the better). After the handling phase, you will receive a text message from us that confirms the delivery date. It also includes a tracking number so that you can track your consignment.
Do I Get Sent A Unique Tracking ID Code?
Yes, the moment your firewood is dispatched, your Tracking ID will be texted to the mobile number that you have given us.
What Should I Do If I Don’t Receive A Tracking ID?
Please email us and include your order ID number. (Please do not call our general service number.) We aim to reply within two business hours.
I have been sent my Tracking ID and now wish to discuss the delivery. What should I do?
You can send us an email that details your query, as we might be able to help you. Or call our delivery partners, on 01543440215 with your Tracking ID to hand. This is important because you will need to quote it.
How do I make a complaint?
First of all, we’re sorry that you are not happy with the service you have received from us. Please send us an email to sales@buyfirewooddirect.co.uk giving details of your circumstances. One of our senior team members will then deal with your situation, generally on the same day that you have contacted us.
What delivery options do I have?
We provide a Standard economy kerbside delivery service across the UK and 70% of our orders are delivered on day 3. The delivery costs are included in the selling price. For more details, visit our delivery page.
Can you deliver the firewood free of charge to anywhere in UK?
Yes. we are able to deliver your firewood free of charge to most UK postcodes.
Do I need to be at home when the firewood is delivered?
Our contracted driver will, by default, put the firewood in a safe area that is as close to your door as possible. Our drivers are all instructed to deliver the firewood to the kerbside but they can, at their discretion, deliver to your own preferred location. Please leave short, clear comments during the checkout.
Please note that if no one is there at your property at the time of the delivery and there is no safe place to leave the pallet, we will return your firewood to our depot. This means you will need to arrange the re-delivery which will incur a £40 admin charge.
My order was delivered and I’m not happy with this delivery. What can I do?
- Please email to sales@buyfirewooddirect.co.uk with more specific details about your recent deliver ideally providing also the photographs. Our team will investigate and speak with our 3PL service providers.
- We operate with the kerb-side delivery Pallet industry general service terms only and any extra goods maneuvering using pallet truck is subject to each driver’s discretion and possibilities and interpretation.
- Please note that there may be inconsistency in terms for service. If with your previous order you had ‘extra help‘ from driver taking care of extra pallet maneuvering to your selected designated place, then repeating the order, we no longer able to guaranty this.
My order was delivered in the way that I’m unable to open or close the entry gates. Or my order was delivered, but I’m unable to get in or out of the property.
You need to contact Palletways in working hours Tel: 01543440215.
Can I have an update for my delivery?
If you have received our Tracking ID, then you can monitor the progress by clicking on the link and entering your ID : https://track2.palletways.com/
- If you have not received your Tracking ID and believe that Tracking ID should already been sent, then please contact sales@buyfirewooddirect.co.uk quoting your order number.
I’m chasing for my Tracking ID? Where is my tracking id details?
- If you ordered from ‘Stock‘ then tracking details by default should be sent to your mobile number no later than 3 business days after the order. Please email us sales@buyfirewooddirect.co.uk if delay is over 3 days and we will check and advise.
- If you PRE ORDERED / BACKORDERED then you need to await when the goods will arrive for processing. Tracking ID should be allocated and advised no later than 1 working day after the day of dispatch.
What is kerb-side delivery? How kerb-delivery looks like? Meaning kerb side delivery. Explain kerb side delivery?
Kerb-side delivery means that items will be delivered to the nearest kerb-side at the address specified. Palletways or 3PL drivers will position their vehicle as close as possible to the delivery address and unload the palletized goods into a spot on the kerb-side that is safe and keeps the pallet secure. Further pallet maneuvering nearer to the property/garage etc. is under drivers discretion.
Palletways short video explainer about kerbside delivery .
Can you deliver, pallet truck logs inside garage, closer to property, shed, fence?
- We operate with the kerb side delivery Pallet industry general service terms only and any extra goods maneuvering using pallet truck is subject to each driver’s discretion and possibilities and interpretation.
- Please note that there may be inconsistency in terms for service. If with your previous order you had ‘extra help‘ from driver taking care of extra pallet maneuvering to your selected designated place, then repeating the order, we no longer able to guaranty this.
I wish to calculate the volume of logs from loose to stacked. How can I do that?
We use 3 measurement units for split firewood logs. These are Stacked m3, Bulk m3 and Solid m3. Stack and Bulk are the most commonly used in the UK and Ireland. You will need to multiply the crate’s internal volume when it is fully stacked by 1.72 to work out bulk or loose m3. However, there will be some variations between the external and internal measurements of the crates.
I am still not sure whether your company is the best one to buy my hardwood from…
We offer the best option for high-quality, lower-cost kiln dried hardwood. This is because the wood comes from our very own production site and it is always sourced responsibly. By wrapping all of the hardwood crates with cling film on all four sides, we ensure that our wood complies with the highest standards.
I’m repeating customer. I’m unable to log in using my credentials. What shall I do?
Last year we have processed few database update routine tasks. As a result some accounts need to re register now. Please note that all Your rewards saved from previous order will be auto-applied during the Checkout.
If you have ordered logs from us after the 1th Nov 2020 and currently unable to log in using in your account, then most probably you have used Guest Checkout option. If Guest Checkout is used, then repeating the order system wont recognize your email. We allow users to place their orders with or without accounts (Guest) in both cases You will quality for rewards.