Pallet delivery information

Our wood fuel pallets are delivered throughout the UK by Palletline. Delivery is included in the price for most mainland addresses, although surcharges apply to some postcode areas and offshore addresses.

Pallet deliveries are kerbside only. Before ordering, please check that a large delivery vehicle can reach your address and that there is a suitable level, hard-standing area where the pallet can be unloaded.

If you’re ordering an Express Pack or Bundle, please see our parcel delivery information instead.

Who delivers my pallet?

Online pallet orders are delivered by Palletline, rather than by our own drivers.

Customers in the Dumfries area can find information about deliveries made with our own vehicle on our Dumfries shop page.

If something goes wrong with your delivery, contact us straight away by phone or email: 01387 731 210 / info@woodfuel.coop. Although Palletline carry out the delivery, you ordered from us, and we’ll do everything we can to help.

What does kerbside delivery mean?

The driver will unload your pallet from the lorry using a tail lift. Once it is on the ground, they will use a manual pallet trolley to move it to the nearest safe and accessible kerbside position.

For a town or suburban address, this will usually be at the kerb outside the property. At a rural address, it may be where your bins are collected or at the end of your driveway.

The trolley can only move a heavy pallet over a flat, level surface such as concrete or tarmac. It cannot travel over:

• Gravel
• Grass
• Cobbles
• Soft ground
• Steep slopes
• Steps or raised thresholds

Delivery vehicles do not carry cranes or HIAB equipment, so the pallet cannot be lifted over walls, gates, hedges or other obstacles.

You can watch our pallet-delivery video to see what to expect.

Will the driver bring the pallet onto my property?

Pallet deliveries are contracted to the kerbside. Drivers are not required to enter private driveways or move pallets into garages, sheds or other storage areas.

Heavy vehicles can damage block paving, walls, gates, lawns and verges. Palletline will not normally drive onto private property because its insurance does not cover this type of damage.

If you allow a delivery vehicle onto your property, you do so at your own risk. Neither Palletline nor the Wood Fuel Co-operative can accept liability for damage to private property during delivery.

A driver may occasionally be willing and able to move a pallet closer, but this is entirely at their discretion and cannot be guaranteed. A driver having done this for a previous delivery does not mean it will be possible next time.

What size vehicle will deliver my order?

Standard pallet deliveries are normally made on an 18-tonne lorry with a tail lift.

As a guide, the vehicle may be approximately:

• 11 metres long
• 4 metres high
• 2.5 metres wide

An 18-tonne and a 7.5-tonne delivery vehicle are approximately the same width. If a bin lorry can reach your address, the standard delivery vehicle will often be able to as well, although the final decision rests with the driver.

Access may not be possible where there are:

• Narrow roads
• Tight corners
• Limited turning space
• Low bridges
• Bridges with weight restrictions
• Low overhead cables
• Low-hanging branches
• Parked vehicles blocking access

Can I request a smaller delivery vehicle?

Yes. If an 18-tonne lorry cannot reach your address, we can ask Palletline to deliver using a 7.5-tonne vehicle.

To request one:

• Your order must weigh no more than 720kg
• Select Access Restrictions at checkout
• Add a note to your order requesting a 7.5-tonne vehicle

A 7.5-tonne lorry is the smallest vehicle we can request. It is approximately the same width as the standard vehicle, so it may not solve problems caused by a particularly narrow road or entrance.

Orders weighing more than 720kg cannot be delivered using the smaller vehicle.

If you’re unsure about access, call us on 01387 731 210 before ordering. We would much rather check beforehand than have the delivery fail when it reaches your area.

What size is the pallet?

A typical pallet has a footprint of approximately 1.2m × 1m. Its height depends on the products ordered but may be up to two metres.

Most of our full pallets weigh no more than 980kg. A small number of products are supplied as 1,000kg full pallets; where this applies, the weight is shown clearly in the product options.

Please make sure you have enough room to receive the pallet and somewhere suitable to store the fuel once it has been unpacked.

Will the driver unpack my order?

No. The driver will unload the complete pallet at the kerbside but cannot unpack it or carry individual bags and packs into your storage area.

Drivers work to a delivery schedule and are not contracted to help put the fuel away. If you may struggle to move the individual packs, arrange for a friend, relative or neighbour to help when the delivery arrives.

Do I need to be at home?

Yes. Someone will need to be at the delivery address to receive the pallet unless alternative arrangements have been agreed in advance.

Palletline operates a book-in service and will contact you to arrange a suitable delivery day. Please provide an accurate telephone number when placing your order so the haulier can reach you.

How long will delivery take?

Standard pallet delivery normally takes two to three working days from dispatch.

It may take us a little longer to dispatch orders during particularly busy periods, especially in November and December. We’ll keep you informed if there is likely to be a delay.

What time will my pallet arrive?

Deliveries normally take place between 9am and 5pm.

If you provide a mobile telephone number, you should receive a text message with an estimated two-hour delivery window.

Delivery times are estimates and can be affected by traffic, weather and earlier deliveries on the driver’s route.

During winter, your delivery may arrive after dark. We cannot guarantee delivery during daylight hours.

Are additional delivery services available?

The following services may be available by prior arrangement:

• Delivery on a specific day
• Morning delivery
• Timed delivery between 10am and 5pm

These services must be booked through our office and may carry an additional charge. Please call 01387 731 210 before placing your order.

How much does pallet delivery cost?

Delivery is included in the pallet price for most mainland UK addresses. Additional charges apply to certain mainland and offshore postcode areas.

Use our postcode checker before ordering to confirm the charge for your address. Any amount shown is charged per pallet.

Postcode Checker

Use our postcode checker to see costs (if any) to your address

Surcharge +£17

• CT, E, EC, EX, LD, LL15 – LL78, N, NW, PL, SA14 – SA20, SA31 – SA48, SA61 – SA73, SE, SW, SY7 – SY19

Surcharge  +£33

• KW1 – KW14

POA

• HS1 – HS9
• IM
• IV40 – IV49, IV51 – IV56
• PA20
• PA41 – PA49
• PA60 – PA78
• ZE1 – ZE3

We’re currently unable to deliver pallet orders to Northern Ireland.

Why are there delivery surcharges?

Pallet networks charge different rates depending on the destination. Deliveries to some mainland areas and offshore islands, including Skye, cost considerably more.

Our standard prices already include the usual cost of delivery. Where the haulier charges substantially more, we add a surcharge to cover the difference. We do not add a profit margin to these delivery charges.

What happens if the delivery cannot be completed?

If the driver cannot reach a safe kerbside unloading point because of an access restriction that wasn’t disclosed when ordering, the pallet may be returned to the depot.

The haulier will charge for another delivery attempt, and this additional cost will need to be passed on to you. Please tell us about narrow roads, low bridges, weight restrictions or other possible problems when placing your order.

If even a 7.5-tonne vehicle cannot reach your address, contact us before ordering. We may be able to investigate alternative arrangements, although these may cost more.