Pallet delivery information

Our wood fuel pallets are delivered by Palletways. Delivery to most mainland UK postcodes is included in the pallet prices shown. Some mainland and offshore addresses have additional charges — check your postcode below before ordering.

For Express Packs and Bundles, see our parcel delivery information.

Before you order

• Delivery is kerbside only. Moving the pallet into your garage, onto your driveway or round the back of your house is not included.
• Check access and ground conditions. The lorry needs safe access, and the pallet trolley needs a flat, level, hard surface.
• Someone must be available between 8am and 5pm on the notified delivery day, unless otherwise agreed in advance.
• Arrange help to put your fuel away. The driver cannot unpack the pallet or carry individual packs.
• Call before ordering if you need a particular day or time. Special services must be agreed with us and may cost extra.

Failed or refused deliveries can incur charges. Please read the details below, and call 01387 731 210 before ordering if you are unsure about access.

What does kerbside delivery include?

Palletways are contracted to deliver to the kerbside only, for insurance and health and safety reasons.

The driver unloads your pallet using a tail lift and moves it with a manual pallet trolley to the nearest safe, accessible kerbside position. This will usually be outside your property, or at a rural address, at the end of your driveway or where your bins are collected.

The trolley cannot travel over gravel, grass, cobbles, soft ground, steep slopes, steps or raised thresholds. The lorry has no crane or HIAB to lift pallets over obstacles.

Delivery into a garage, shed or other storage area is not included. The driver cannot unpack your pallet or carry individual bags and packs for you.

Any help beyond kerbside delivery is entirely at the driver’s discretion and depends on safe access and suitable ground. A driver helping previously does not guarantee the same next time.

Heavy vehicles can damage private property. Palletways will not normally drive onto it because its insurance does not cover this type of damage.

Watch our pallet-delivery video to see what to expect.

When will my pallet arrive?

Standard delivery normally takes three to five working days from dispatch, rather than from the date you order. Timescales are estimates, not guaranteed dates. Dispatch may take longer during busy periods, particularly November and December; we will let you know about likely delays.

Standard orders use an open booking system. Your local depot should make a courtesy call to tell you which day it plans to deliver. This call does not offer a choice of day or time, but if you are not available on the given day you can arrange a different day Please provide an accurate telephone number.

Someone must be available between 8am and 5pm on that day unless another arrangement has been agreed in advance. If you cannot receive the pallet, tell the depot straight away and agree any change with them.

With a mobile number, you should receive a text giving an estimated two-hour arrival window. This is not a guaranteed slot and does not replace the requirement to be available throughout standard delivery hours. In winter, delivery may be after dark.

Can I request a particular day or time?

Call 01387 731 210 before ordering if you need a particular day, morning or afternoon delivery, or a timed service.

We will check availability and confirm any extra charge and how to pay it. Special arrangements must be confirmed by us, with any applicable surcharge paid before dispatch.

An order note alone does not book a particular day or time. These requests must be arranged beforehand, rather than during the depot’s courtesy call.

Can the delivery lorry reach my address?

Most deliveries use an 18-tonne lorry with a tail lift, approximately 11m long, 4m high and 2.5m wide.

Check for narrow roads, tight bends, limited turning space, low bridges, weight restrictions, overhead cables, branches and parked vehicles. A bin lorry reaching your address is a useful guide, but the driver makes the final decision about safe access and unloading.

Smaller vehicle requests

We can request a 7.5-tonne lorry if your order weighs 720kg or less. Select Access Restrictions at checkout and add a note requesting a 7.5-tonne vehicle.

Orders over 720kg cannot use the smaller lorry. It is approximately the same width as the standard vehicle, so it may not solve a narrow-access problem.

If even the smaller lorry may struggle, call us before ordering to discuss your options.

How big is the pallet?

A typical pallet has a 1.2m × 1m footprint and may be up to two metres high.

Most full pallets weigh no more than 980kg. A few products come on 1,000kg pallets, clearly shown in the product options.

Please allow enough room to receive your pallet and store the fuel once unpacked.

Delivery charges and postcode checker

Delivery to most mainland UK postcodes is included in the pallet prices shown. Additional postcode charges apply per pallet.

Enter the first half of your postcode in the checker below to check charges for your address.

We are currently unable to deliver pallet orders to Northern Ireland and the Channel Islands.

Surcharges cover the additional cost of reaching certain offshore addresses. We do not add a profit margin to these delivery charges.

Postcode Checker

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

Surcharge Areas

Isles of Scilly are currently POA but delivery can be arranged with no surcharges to your local chosen shipper’s mainland address; for example the Isles of Scilly Steamship Company. Please contact us on 01387 731 210 to arrange this.

Failed or refused deliveries

If nobody is available on the notified delivery day, or an undisclosed access restriction prevents safe unloading, your pallet may be returned to the depot.

Where the failed delivery is attributable to you, reasonable additional costs actually incurred may be charged where permitted by law. We will explain any charge and provide a breakdown. We will not charge you for a failed delivery caused by us or our haulier.

Kerbside delivery does not include putting the pallet in your garage or round the back of your house. A driver declining to do this has not failed to provide the agreed kerbside service.

If you refuse delivery, contact us promptly to discuss redelivery or cancellation. Any charges, return costs or refund deductions will be handled in accordance with your statutory rights and our Terms and Conditions.

If you cancel and ask us to arrange return haulage for unwanted goods, the charge is £75 per pallet, including VAT and fuel surcharge. This charge does not apply to returns of faulty, damaged-on-delivery or incorrectly supplied goods.

Please read our Terms and Conditions before ordering.

Need help?

You ordered from us, so contact us straight away if there is a delivery problem.

Call: 01387 731 210
Email: info@woodfuel.coop
Or use our Contact us page.