Delivery and Returns Information

It is important that you provide a contact number where you can be reached in daytime because the depot may need to call ahead and arrange delivery, or call for directions on the day.

NEW! See a video of how pallet delivery works below:


England, Wales, Scotland (including islands)

Economy 2 - 4 working day delivery to all addresses 
in the UK is free for all types of heat logskiln-dried logs, wood pelletsand mixed pallets. This includes all areas of Scotland including the Highlands and islands. Named working day delivery is offered free of charge in all areas of the UK. In areas with less than daily service, including northern and western Scotland and the islands, we will contact you to inform of the available dates for delivery. We do not deliver to postcodes PA60, PA61, PA76-78, PH42-44, KW15-17, ZE.

Update: due to the COVID-19 pandemic affecting driver availability, guideline delivery times to Western Scotland, Skye and the Hebrides (postcodes IV40-IV56, PA20-49, PH33-41 and the outlying islands) are currently 5-7 working days. Delivery times to all other areas of the UK including Northern Ireland remain 2-4 days on economy service; next day and Saturday delivery is available in the areas below.

Next working day and Saturday delivery options are available at extra £5.00 and £48.00 for all UK addresses except northern and western Scotland (postcodes KW1-3, 5-14, IV3-4, 6-7, 11, 13-28, 30-32, 36, 40-56, 63, PA20-49, 80, PH19-26, 30-41, 49-50), Northern Ireland and the islands. In all areas of the UK except northern and western Scotland, economy delivery is normally made on the second working day after dispatch. In northern and western Scotland and the Scottish Islands economy free delivery may take up to 4 working days; named working day service is limited to certain days of the week (depending on your location); next day and Saturday delivery are not available in these areas. 


Northern Ireland

2-4 working day delivery of any product to Northern Ireland is free of charge. 


Ireland

Orders for delivery to Ireland can be placed on our dedicated Irish website https://www.bioglow.ie/ with free delivery


Time window

Standard delivery service normally arrives between 08:00 - 18:00. If you require timed deliveries, these are available at extra cost in the mainland UK: £12 for an a.m. delivery and £24.00 for timed delivery within a two-hour window. Please contact us to arrange.

If delivery during daylight hours is essential for you, please contact us to arrange a morning delivery before 12 noon. A charge of £12 including VAT per pallet will apply. Guaranteed morning deliveries are not available in northern and western Scotland.


Packaging

Other than sample boxes, orders are sent on pallets. The pallets can be either UK size (1 x 1.2m) or Euro pallets (0.8 x 1.2m). Nestro briquettes will normally be delivered on a UK pallet, while RUF Birch Heat Logs and Pini-Kay briquettes are delivered on Euro pallets for 960kg full pallets and either Euro or UK pallets for smaller orders.

Access requirements

Access to your property must be at least 8.9ft (2.7m) wide and provide unobstructed vertical clearance of at least 13ft (4m) with no tree branches or other obstructions to allow access at least by an 18 tonne vehicle.
The area where the goods will be unloaded must be hard and level. Pallet hand trucks cannot be moved over soft, loose surfaces such as grass or gravel, up- or downhill or across dropped/raised kerbs. In this case delivery will be to the kerbside only, which means the nearest point to your property with a flat, hard surface at street level accessible by the delivery vehicle. 
We are unable to deliver to properties without a full street address, such as houseboats.

For orders where no single item weighs more than 750kg, delivery on 7.5 tonne vehicles is available. Guideline dimensions of a 7.5 tonne vehicle are 8ft (2.5m) external width, 30ft (9m) external length and 12ft (3.5m) external height. 

New! Difficult delivery location? Narrow Driveway, Steps, Grass, Gravel? 

Please contact us before ordering and we will work with you to find a way to deliver your order. Alternative delivery services include: 

- driver removing bags from the pallet where the pallet cannot be moved onto gravel (no charge but needs to be arranged in advance)

- discounted parcel delivery to your door (no charge for quarter pallets but charges may apply for larger orders) 

- collect from depot (no charge - available from 200+ locations across the UK)

- van delivery (charges may apply)

Please contact us for details.  

It is your responsibility to ensure that your delivery location is suitable. If you are not sure, please call us on 020 30020359 and we will be happy to advise. If the driver delivering your order determines that delivery location is not suitable for unloading, you will be offered kerbside delivery at the nearest point accessible by the delivery vehicle. If kerbside delivery cannot be made safely (for example, where the pallet would obstruct traffic) or is declined by you, the order will be returned to us and refunded with the cost of return shipping up to £48.00 including VAT deducted from the refund.

Drop-off procedure

The drivers will move the pallet truck to the location you require, so long as it is safe to do so. Delivery is contracted only to the kerbside, that is the nearest location to your property accessible by a hard and level surface suitable for a 1 tonne pallet truck. During offloading, please be sure to stand well away from the tail lift with the loaded pallet for your own safety. 

If the courier cannot locate anyone to accept delivery, we will attempt to leave your goods without a signature. If the goods cannot be left securely, they will be taken back to the depot.


Click and Collect

If you are interested in our products, but have difficulty accepting a pallet delivery due to limited/unsuitable access, or if you work full time and are unable to accept delivery on a weekday, ask us about collection of your order at the nearest delivery depot. We work with over 300 depots covering the whole of the United Kingdom, and a number of depots in the Republic of Ireland. A half pallet or quarter pallet of heat logs will easily fit into the back of most passenger cars, and you can agree a convenient time for collection (weekdays only). Collections at a discount are available from our warehouses across the United Kingdom including Northern Ireland. 

We also offer smaller order deliveries (such as sample packs) to InPost lockers, Menzies Highlands and collection points of many carriers including Parcelforce and UPS.

Visit Click and Collect for more details.

Deliveries on small vehicles (7.5 tonne vehicles) 

Delivery on 7.5 tonne vehicles is now limited to pallets weighing 750 kg or less, which includes 3/4 pallets, half pallets and quarter pallets. 

Please telephone or email us if you would like this delivery option.

Dispatch time

The orders placed on our website before 2:30pm will be confirmed and dispatched the same day.  Next day delivery will be on the working day following dispatch; economy delivery will be on the second or third working day. Both services are provided in good faith on a best efforts basis and we will not be liable for any direct or indirect costs incurred by the customer if the delivery is late. Occasionally, an order received before 2:30pm on a given day may not be shipped until the following business day, in which case it will be upgraded to next day service at no additional cost. In most cases we can offer a named delivery on the third business day after we receive your order, or later at no additional cost. Please contact us to arrange this.

In some areas in Scotland including northern Highlands and Argyll & Bute there may not be a daily service; in this case we will advise you and work with you to arrange a mutually convenient delivery time.  


Continental Europe deliveries

If you are located in continental Europe, you will be pleasantly surprised by the cost effective international pallet and parcel delivery we can offer. New! Orders for delivery to Belgium, the Netherlands, Luxembourg, Germany and France from our Belgium depot can be placed on www.biobrix.eu. Alternatively, please contact us for a quote.

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