Delivery and Returns Information

Free delivery area and delivery surcharges

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 except northern and western Scotland and the islands. 

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, 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, next day and Saturday delivery not available in these areas. 

2-4 working day delivery of any heat logs or kiln-dried logs to Northern Ireland is free of charge. For wood pellets, delivery to Northern Ireland costs £35/pallet. Orders for delivery to Ireland can be placed on our dedicated Irish website https://www.bioglow.ie/ with free delivery. 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. 

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 Highlands 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.

Delivery requirements

Access to your property must be at least 2.7m wide and provide unobstructed vertical clearance of at least 13" (4m) with no tree branches or other obstructions to allow access at least by an 18 tonne vehicle. 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 2.5 external width, 9m external length and 3.5m external height. 

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. We are unable to deliver to properties without a full street address, such as houseboats.

New: Difficult delivery location? Narrow Driveway, Steps, Grass, Gravel Drive? 

If access for a pallet truck is a concern, please contact us to check whether alternative delivery services such as 

- van delivery (charges may apply)

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

- click and collect from depot (no charge)

are available in your area. 

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.

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 https://www.biobrix.eu. Alternatively, please contact us for a quote.

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