Delivery and Returns Information

Update: we are temporarily unable to deliver sample parcels to the Hebrides. 

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)

Dispatch time

Orders placed on our website before 14:00 on a working day will be confirmed and dispatched the same day (or next business day if received on a weekend or after 14:00) for addresses in England & Wales (12:00 for addresses in Scotland and Northern Ireland).  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. 

Economy 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. Economy delivery takes 2 - 4 working days except for some areas of Scotland and Northern Ireland. Delivery times to Western Scotland, Skye and the Hebrides (postcodes IV40-IV56, PA20-49, PH33-41 and the outlying islands) are currently 5-10 working days. For deliveries to Northern Ireland, please read below. 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.

Northern Ireland

The following products are supplied from stock in Northern Ireland and delivered to customers in Northern Ireland 2-3 working days after the order is placed free of charge:

Fine White RUF Heat Logs

Oak Nestro Round Wood Briquettes

RUF Birch Heat Logs

Pini-Kay Wood Briquettes

Other products are delivered from our depots in Great Britain. These deliveries remain free of charge but may be delayed by up to 4 weeks. 

Next working day and Saturday delivery options are available for certain products only (not sample boxes whether or not sample boxes are ordered together with full or part pallets) at extra £10.00 and £48.00 per pallet for all addresses in England, Wales and the Scottish Central Belt. 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. 

Isles of Scilly

Deliveries to the Isles of Scilly will be made to the terminal of the Isles of Scilly Steamship Company for onward delivery to you. Please provide your account number with the Steamship company by email or phone after placing the order. Next day deliveries are not possible to the terminal. All orders will be sent on 2-3 working day service and then will be delivered to you by the Steamship Company. 


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 must be free of parking restrictions. If such restrictions apply at certain times only, please advise us soonest after placing the order.
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 properties with restricted access, delivery on short wheelbase 12 tonne vehicles is available for all pallet sizes (except some areas in western Scotland). Guideline dimensions of a 7.5 tonne vehicle are 8ft 4" (2.6m) external width, 30ft (9m) external length and 12ft (3.5m) external height. Delivery on 7.5 t vehicles and Luton vans with a tail lift may be available for items weighing 500kg or less on a case by case basis - email info@bioglow.co.uk or call 02030020359 to check.

Additional delivery services are available to facilitate convenient delivery to any location. These services include: 

- guaranteed delivery of boxed Pini-Kay briquettes to any address;

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

- van delivery (charges may apply)

Please contact us for details.  

It is your responsibility to ensure that your delivery location is hard, level and accessible by at least a 12 tonne vehicle. 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. Do not attempt to assist the driver.  Approach the pallet only when it is stationary on the ground. Only accept a delivery you are happy with. 

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.

Delivery on short wheelbase vehicles 

For properties with restricted access, delivery on short wheelbase, two axle 12 tonne vehicles is available for all pallet sizes (except some areas in western Scotland). Guideline dimensions of a 7.5 tonne vehicle are 8ft 4" (2.6m) external width, 30ft (9m) external length and 12ft (3.5m) external height. Delivery on 7.5 t vehicles and Luton vans with a tail lift may be available for items weighing 500kg or less on a case by case basis - email info@bioglow.co.uk or call 02030020359 to check.


Dispatch time

The orders placed on our website before 12 noon 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 noon 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.  

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