Delivery Service - FAQ's

Modified on Fri, 03 Nov 2023 at 03:23 PM

Our unique fireside delivery service

           

Can you deliver to my address?

We deliver to most of mainland England, Scotland, and Wales, the Isle of Man, and the Isle of Wight. You will be notified if we cannot fulfill your delivery, and a full refund will be provided.


How long will my order take to deliver?

Standard delivery is up to 10 working days, but this can increase during particularly busy periods.  

We appreciate that this might be longer than you are used to, but there is an excellent reason for this – By allowing up to 10 days for delivery we can consolidate orders to make sure that trucks are always full, which helps to cut down on pollution and traffic congestion.  


How will I know when you are coming

We use a modern delivery tracking system, that provides regular updates on when to expect your delivery, including real time updates on how the driver is getting on during the day of delivery.  Simply provide us with your email address or mobile number to take advantage of this service


What time of day will delivery be made?

Deliveries are typically made all day during weekdays, between 8 am and 6 pm.


Where on my property will the driver deliver to?

Our delivery service is to kerbside for all products.  However, our delivery drivers will try and do much better than that. The service we can offer depends on what you have ordered.


Bagged product up to 50kg in weight can be hand-delivered direct to your coal bunker or log store by our drivers. Whilst the horse and cart may have gone, we still deliver these bags in the traditional manner. A Homefire delivery driver hoists the bag onto his back and carries it down your garden path to where you want it. Our delivery drivers are the best in the business, doing a physically demanding job in all weathers. They are all extremely helpful, so providing you don't ask them to tackle an "assault course" of obstacles across your property, they will deliver the bags to wherever you ask them to.  

            50kg Open Sack

Some of our coal and smokeless coal products are delivered in 50kg open sacks. These open sacks are reusable, so we don't leave them behind, taking them with us after tipping the fuel out into a suitable coal bunker or store.


Dumpy bags, pallets, or crates greater than 50kg are much more challenging to deliver because of their much greater size and weight. The product will arrive at your home on the back of a large truck equipped with a tail-lift (no crane) and a hand pump truck for the driver to pull your palletised product off the vehicle. The driver will try and place the pallet where you want it. However, narrow entrances, gravel driveways, uneven or soft surfaces are all obstacles that will restrict where the driver can drop your pallet. You should also consider that a driver possibly weighing up to 100kg, is trying to move a pallet that weighs up to 10 times more than they do. Even a very slight incline when delivering means gravity gets the final say on the direction the pallet will take. All this may result in delivery to kerbside being all the driver can manage, and consequently, you are faced with physically moving the product to where you want it on your property, as our service Does Not include unpacking of the Dumpy Bag, Crate or Pallet.

You should notify us when placing an Order, of any vehicle access restrictions or issues that may prevent us from safely delivering your Order.


Do I need to be at home when you arrive to make the delivery?

No. But you need to tell us where we need to leave the goods on your property so they are safe and secure. We'll do our best to leave your goods where requested (see the answer to the question - Where on my property will the driver deliver to?), we'll then take some photographs and send you a notification of a completed delivery either by text or email. If we can't safely make the delivery, we will take the goods away and contact you to arrange a new delivery time when you can be in.


Is there a minimum order value?

To complete your purchase, your order value must be £75 or more.


Is there any delivery charge?

The cost of delivery is included in the price of the Goods.


What if I want to return the goods?

If you are unsatisfied with your purchase, please contact us within 14 days of receipt. We will arrange to collect the goods and sort out a refund. We will refund you in full within 14 days of collecting the goods, providing the goods are returned in original packaging and condition. We will refund you using the same credit or debit card used to pay for the goods.

If you have questions about our delivery or returns process, please do not hesitate to contact us.

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