Orders will typically be dispatched the following working day. Your order will take up to 4 working days to arrive following your dispatch date. You will be emailed by our delivery partner Palletways who will keep you informed of the status of your delivery.
Deliveries are contracted to kerbside only. Delivery onto the property is at the discretion of the haulier.
Standard deliveries are done on an 18-tonne vehicle measuring 2.8m wide x 4m high x 11m long (including the tail lift). The delivery onto the property will be done on a pallet pump truck if possible and at the discretion of the haulier.
All vehicles require a level surface for unloading and free from overhanging branches ect. Please remember you are ordering a large quantity of firewood and we ask that the delivery location is suitable.
If you have any questions regarding your property’s suitability for delivery, please get in contact and one of the team will be able to help.
Refunds are provided through our payment provider Stripe and will take between 5-7 working days to return to the account you used on our website. To request a refund/return your firewood, please contact us.
Should your order need to be returned or cancelled, please be aware that a charge of £40 +VAT per pallet may be applied.
Please ensure that you provide a contactable phone number during deliveries. When customers are not contactable, this may result in a pallet being returned to the depot.
Please note that there will be a redelivery charge of £20 +VAT per pallet for each additional delivery attempt if there is no one able to receive the delivery, or the delivery is unable to be left safely. Please bear in mind It is YOUR responsibility to ensure the delivery point is suitable for delivery as per these instructions. If you are unsure of anything in this policy, please contact us.
Ember Firewood is a firewood supplier based near Bury St Edmunds, specialising in high quality kiln dried firewood logs for your log burner, open fire or other wood burning stoves and boilers.
Ember Firewood is a firewood supplier based near Bury St Edmunds, specialising in high quality kiln dried firewood logs for your log burner, open fire or other wood burning stoves and boilers.
