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.

DO YOU DELIVER INTERNATIONALLY?

Currently No.

HOW MUCH DOES DELIVERY COST?

Usually your delivery cost is based upon the value of your order, weight and your postcode.

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 and are through the Royal Mail services.

Your delivery may be slightly longer if you are in the Highlands or Northern Ireland.

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

We will always where possible combine orders to the same address to reduce any postage costs. 

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 our customer services team using hello@pinewoodfuels.co.uk and include as many details as possible, as well as your tracking number if available, 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.