DELIVERY AND RETURNS INFORMATION
Delivery times are a guideline only and may be extended due to high traffic volumes. Your depot will call you to arrange a date. If you need assistance, please contact us.
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 12:00 on a working day will be confirmed and dispatched the same day (or next business day if received on a weekend or after 12:00). The service is 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.
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Economy delivery to any postcode in the UK, except postcodes HS, KA27-28, KW15+, PA41+, PH42-44, ZE is free for all orders of £15 or more for the products in stock at our Palletways Scotland depot in Livingston. This includes most heat logs, kiln-dried logs, wood pellets. For products not stocked in the Scottish depot, delivery is free to central Scotland; for deliveries to the Highlands and Islands a charge applies for these products. See your options at checkout or contact us. For smaller orders delivery cost is between £3.50 - 5.00; for pallet orders, a delivery charge of £18 per pallet applies for postcodes HS, PA41-PA49, PA70- PA75, KA27, KA28 for products stocked in our Scotland depot; an £80 per pallet applies for delivery to postcodes KW15+, PA60+, PH42-44 and delivery charge of £120 per pallet applies for delivery to postcode ZE. For orders to the Isle of Man a delivery charge of £100 per pallet applies. Economy delivery takes 2 - 4 working days except for some areas of Scotland and Northern Ireland. Your carrier will call you to arrange delivery. For deliveries to Northern Ireland, please read below. 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. Next working day delivery is available for most addresses including outlying islands in England, Wales and additional postcodes DG, EH, ML at an extra charge. |
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Northern Ireland
All products are delivered to customers in Northern Ireland free of charge. Delivery time varies depending on stock at our Northern Irish depot and can be from 2-3 to 4-5 working days.
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 £15.00 and £50.00 per pallet for most 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 5 working days.
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 - 20:00. If you require timed deliveries, these are available at extra cost in the mainland UK: £24 for an a.m. delivery. Please contact us to arrange. Please note these times are not guaranteed due to the nationwide driver shortage.
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. The drivers are not insured and are under no obligation to go inside your property including any outbuildings. |
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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 Scotland). Guideline dimensions of a 12 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. |
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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) - you can buy a sack truck for £45 (one per order please) to move boxes from the delivery vehicle to your door. 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. |
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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.
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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 Scotland). Guideline dimensions of a 7.5 tonne vehicle are 7ft (2.3m) external width, 26ft (7.9m) external length and 11ft 10" (3.6m) 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.
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.