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Buy Firewood Direct - FAQ

FAQs

Here is a selection of FAQs that relate to our kiln dried hardwood products and our firewood delivery service. If you have a question that isn’t answered here, be sure to contact our team via email or phone.


Why should I buy firewood from Buy Firewood Direct?

Our kiln dried hardwood is of the very highest quality and is available at a competitive price for both retail and wholesale customers. We also manage the whole process from forest to fireplace, so have full involvement with quality control procedures and can guarantee the quality of our product, while providing an exceptional service at every stage.


You sell kiln dried logs, so what is their moisture content level?

Logs are natural products that will vary, so even after being kiln dried, the moisture levels in them can be different. However, the external moisture content will fall between 8 and 20%, while internal levels will be around the 16-24% mark.


What happens after I buy firewood from you?

Soon after you make your purchase, you’ll get an email from us confirming your order. Your order will then be selected for dispatch, which normally happens on the same day, depending on what time of day we receive your order (the earlier the better). Following the handling phase, you’ll get another email from us confirming the delivery date of your firewood.


Will I Receive A Unique Tracking ID Code For My Firewood?

Yes, we will text your Tracking ID to the mobile number you give us, the moment your firewood is dispatched.


What If I Don’t Get A Tracking ID?

Please send us an email with your order ID code, and we will aim to reply within a few hours. Please do not call our general service number.


I’ve got my Tracking ID and want to discuss my delivery. How do I do that?

The best way is to call our delivery partners Palletways on 01543 418 000. Be sure to have your Tracking ID to hand, as you will need to quote it. It’s also a good idea to send us an email detailing your query, because we may be able to help you. Please don’t call our general service number as the team will not have any information about your order.


I’d like to make a complaint. How do I go about doing that?

First up, we are sorry to hear that you aren’t happy with the service you’ve received. Please send us an email detailing your circumstances and one of our senior team members will deal with your situation, usually on the same day you contact us.


Even though I selected Preferred Delivery, my firewood did not arrive as agreed. What can I do?

The best step to take is email us and ask for a service refund.


What are my delivery options?

There are two – Economy 2-4 days, and Preferred Delivery. Check out full details on our delivery page. Our Preferred Delivery option lets you select that day you want your firewood delivery to arrive.


Do you deliver free of charge?

The postcode areas to which we supply a free delivery service are listed on our delivery page.


Will I have to be at home to take delivery of my firewood?

No, you can choose to take delivery without a signature being required. Just write in the comment box on the checkout page that you’re happy to do this. Our driver will place your firewood in a safe area as close to your door as possible. All our drivers are instructed to deliver to the kerbside, but can at their discretion, deliver to your preferred location.


If you don’t select 'delivery without signature' yet won’t be at home for the delivery and don’t answer your phone, you will need someone to sign for your delivery. If no one is at your property to take delivery, our driver will take your firewood back to the depot. You will then need to arrange a re-delivery which will incur an admin charge of £40.


What rate of VAT is payable on my firewood?

You can buy kiln dried firewood from us for a VAT rate of 5% or 20%, depending on how you plan to use the wood. It is your responsibility to choose the most applicable VAT rate for your usage. For your information, 5% VAT is payable on firewood that is purchased for domestic fuel use. For all other purposes, the 20% VAT rate is payable. All prices displayed on our site include the 5% VAT. Please contact us for prices that fall into the 20% VAT sector. If you require an explanation of this VAT legislation, please visit https://www.gov.uk/government/publications/vat-notice-70119-fuel-and-power


How can I calculate the volume of logs from loose to stacked? 

Three units of measurement are used for split firewood logs: Stacked m3, Bulk m3 and Solid m3. In the UK, Stack and Bulk are the most common. To work out bulk or loose m3 you need to multiply the crate’s internal volume when fully stacked by 1.72. There will be variations between the internal and external measurements of crates. 


I’m still not convinced that Buy Firewood Direct is the best place to get my hardwood…

If you are seeking high quality, low moisture kiln dried hardwood, we offer the best option. Our wood comes from our very own production site and is sourced responsibly. We wrap all hardwood crates on all four sides with cling film and carry the FSC quality mark, so you can be sure of wood that complies with the highest standards.