Delivery & Returns Terms

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.

How Much Does Delivery Cost?

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

England, Scotland & Wales £19.99 and under = £4.95 per order £20 and over = free*
Northern Ireland 0-25kg = £14.99 per 25kg
Jersey 0-25kg = £14.99 per 25kg
Guernsey 0-25kg = £14.99 per 25kg If your order is over 160kg in weight we may need to dispatch your items using palletised delivery.

If you are buying in bulk and think this may be the case, please contact us before making your purchase, we may be able to arrange a more economical delivery for you.

How long does delivery take?

If you have spent over £20.00 and you live in the UK (excluding Northern Ireland) you automatically qualify for Free Next Day Delivery if ordered before 2pm. 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 Royal Mail. 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.

My Delivery is with DPD can I request that my delivery is left in a safe place?

Once your order has been dispatched by Pinewood Fuels you will receive tracking information. If you already have a DPD app then the tracking information will appear in your app providing you have used your registered email or telephone number with DPD for your order. Within the DPD app you can change your delivery preferences.

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.

Returns because you have changed your mind

To be eligible for a return when you have changed your mind, your item must be in the same condition that you received it, unworn or unused, with tags, and with its original packaging. You will also need the invoice/receipt or proof of purchase. You will need to inform us within 14 days of receiving your goods that you wish to cancel your order because you have changed your mind.
The item must then be returned within 14 days of the return being accepted. We will only accept return requests from the original purchaser. You will be responsible for any postage costs to return the item. We recommend that you use a tracked postal service such as Hermes and providing us with proof of posting. Once the item has been returned, inspected and the refund approved, your refund will be processed within 14 days of your return being received to the original payment method.


Damages or Faults

Please inspect your order upon receipt and contact us within 30 days if the item is defective, damaged or if you receive the wrong item. You will be given the option of a replacement or refund, please state your preference within your email. Please provide as much information as possible including any photographs if feasible. You will be provided with a shipping label to return the item. Once the item has been inspected and the return accepted, your refund will be processed within 14 days to the original payment method.


Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.


Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please let us know once a separate purchase has been made so we can arrange a refund for your original.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. If for any reason your refund has not been approved, we will be in contact with you to advise of the next steps. Please remember it can take some time for your bank or credit card company to process the refund.