Questions About Your Orders and Payments Answered Here

If I am unhappy with my order, what should I do?

Firstly, we are so sorry that you are unhappy with your order, and we would love to rectify this for you. If you can please email us at we will endeavour to assist you to ensure you are happy with the products and service you receive from us.

My Discount code isn’t working.

If you are having any issues with discounts codes, please drop us an email at and we will endeavour to assist you.

How do I use my discount code?

When using your Pinewood Fuels discount code, simply enter the code at checkout into the ‘Discount Code’ box and select ‘Enter’. This will automatically add your chosen discount to your basket total.

My payment was declined, what should I do?

If your payment is declined, please contact your bank in the first instance. If this does not resolve the issue, please contact us via email on

What Payment methods do you accept?

The payment methods we currently accept are:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Diners Club
  • Maestro
  • Shop Pay
  • Apple Pay
  • Google Pay
  • Paypal

How do I cancel my order?

If you would like to cancel your order, please let us know by 12pm on the day of dispatch as once your order has been shipped, we will be unable to cancel it and you will have to return the item for a refund.

What is the warranty on my items?

All our Home Accessories come with a 1-year warranty from date of purchase.

Is VAT included?

All the prices of our products include VAT. The VAT is at 5% for our wood fuels, and 20% for our Home Accessories.