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Frequently Asked Questions

Where can I log in?

Once you have registered on the site, you can log in using the login button which is at the top centre of the page.

I've forgotten my password - How do I log in?

If you have forgotten your password you can change it to a new one, by requesting a new password.  Simply enter your email address or username and press submit.  We will email you a single time login to enable you to access the site, at which time you can change your password to something more memorable.

How do I order?

You can order securely online through our https payment gateway, or by telephone. Our customer services team are always happy to answer your calls.

Are my details secure on your website?

We take all reasonable steps to ensure your online privacy and security.  Payments are progressed through secure (https:) gateways through Sagepay - one of the world's leading secure online payment protection systems.

What payment methods do you accept?

You can pay with a wide variety of Credit and Debit Cards including           

My credit card has not been accepted - how do I order?

Please telephone us if you have a problem with paying online. We can also progress payments over the telephone.

I've placed an order but not had a confirmation email - why?

Our system automatically emails you on order completion so that you have a copy of your order information. If this is the first time we have sent an email to you it's most likely that your email provider or the email software you used has stopped the email we have sent from being delivered to you. Ask your provider to check and configure your email software to accept our email address and not mark it as spam. Email not delivered to your "inbox" is most likely delivered to a "Junk Mail" or "Spam" folder.

I've placed an Order - When can I expect delivery?

We aim to provide a fast and reliable delivery service.  Our standard delivery is within 5-7 working days, unless otherwise stated within the product description. If we are unable to deliver within the stated timescale for whatever reason we will notify you of the delay.

How do you deliver to me?

We have our own in-house fleet of delivery vehicles and most products are delivered by our own friendly drivers. The only exception to this is palletised products such as Dumpy Bags or crates. Because of the size and volume of the pallets and dumpy bags we choose to use a third party delivery company. Please note that pallets and dumpy bags are only delivered to the kerbside and you will need to ensure that access is available for the delivery to take place. It is then your responsibility to move the logs from this location to wherever you need them, be it your log store, garage or fireside. See our full terms and conditions for more information.

What happens if I'm not happy with my goods?

You can return your goods to us for whatever reason, within 14 days after delivery and receive a full refund.  Goods must be in original packaging.

Where do you deliver to?

We can deliver to anywhere in England and Wales, including the Isle of Man and the Isle of Wight.  Our depot is just one of a nationwide network of 42 coal merchant depots.  

I can't find what I'm looking for - Can you help me?

Yes - there are different ways to assist. Top right of every page is our site search utility. Just enter the keyword you're looking for and it will display all relevant pages.

You can also browse using the site menus. Those on the top are designed to make finding a product as easy as possible, whilst those in the footer are information pages about products and the company