Please note that we are unable to deliver products to countries outside the UK for orders placed online. UK non-mainland, Europe, International – Please contact us to discuss your requirements and we will be pleased to provide a special delivery quotation.
Any delivery costs for your chosen product(s) will be displayed during the order process if they are not included within the purchase price.
Products are shipped by either parcel courier or via a pallet delivery network.
Please note that some products are delivered on a pallet. The delivery lorry is contracted to deliver to kerbside only and will offload using a tail-lift & pallet truck. Good access and level hard ground is required. Please note that Delivery Drivers are not expected to manoeuvre the pallet beyond the rear of the vehicle but will always be as helpful as possible where conditions allow. Please see our Delivery Information Sheet for Hotblocks Wood Briquettes.
Orders are delivered to UK postal addresses only and, unless otherwise stated, shipping is free.
Any delivery charges include packaging, handling and postal costs. Orders can be placed on the website at any time.
Orders placed before 11am Monday through Friday (excluding Bank Holidays) will be processed that business day. Orders placed after 11am Monday to Friday, or on Bank Holidays and weekends, will be processed on the next working day.
We aim to dispatch orders within 3 working days of a successful purchase on our website, however please allow up to 30 days for delivery from the date of your order. We will deliver products ordered by you to the address stated on your order form. You will not become the owner of the products until they have been delivered to you, at which time they will also become at your risk and we will not be liable for any subsequent damage, loss or destruction to them.
Can my order be delivered to a different address?
We are very keen to do everything possible to protect our customers from online fraud. For this reason, your first order with us MUST be shipped to your card’s billing address. Online security uses a system that checks your billing address against your card issuers’ records and, if it is not the same, it can cause your order to be delayed or cancelled.
We hope this doesn’t cause you any inconvenience but feel sure you will appreciate our efforts to combat fraud.
Second and Subsequent Orders
Once you have made your first successful order with us, we can deliver to an alternative address, such as your workplace, but there may be a 24hr delay whilst we make additional security checks.
Will I receive an order confirmation from you?
Yes, once you have placed your order, we will send you an email to confirm that we have received it.
How much will it cost to deliver my order?
Any additional delivery costs for your chosen product(s) will be displayed during the order process.
Do you ship outside of the UK?
We currently ship only to Mainland UK but if you are based elsewhere and would like to place an order with us, then please get in touch and we will try our best to accommodate you.
When will I receive my order?
In most cases, if you place your order before 11:00am for standard delivery to an address in Mainland UK, the goods should be delivered to you within 3-5 working days. For example, if you place your order before 11:00am on Monday, your goods should be delivered by Thursday/Friday. However, please allow up to 30 days from the date of your order.
What if I’m out when the courier attempts to deliver my order?
For small orders, if you are out when the courier attempts to deliver your order, they will leave a calling card which will give the telephone number of their local depot. You can either arrange for the goods to be delivered at a time suitable for you or you can arrange to collect the goods directly from their depot.
Please do ensure that you call their depot to re-arrange delivery or collection because they keep the parcel for only 5 days before it is returned to us at Penntree Ltd. Couriers will make a charge for returning undelivered orders to us and so this may mean that you would incur additional delivery costs.
For larger, bulk orders, In the event of a customer agreeing to a delivery slot and then not being at home, a re-delivery charge of £15 per pallet will be made.
What should I do if my order doesn’t arrive?
If you have a query about the delivery of your order or it hasn’t arrived as expected, then please call us on 01454 228036 or email us and we will do our best to help you. Please do ensure that you quote your order number in any communication to us.
What should I do if an item is missing from my order?
When you receive your order, please check the items very carefully to make sure the order is complete. If there is an item missing from your order, we ask you to either telephone us 01454 228036 or email us within 3 working days of receiving your order. We can then arrange for the missing item to be delivered to you or if you prefer, we will issue a refund for the cost of the missing item. Please make a comment on the Delivery Note and have the driver counter sign against your own signature.
What should I do if the wrong item has been sent to me?
We strive to make sure that our orders are checked before they are dispatched to you but on the rare occasion that we do get things wrong, we will do our very best to rectify our mistake as quickly and efficiently as possible.
If you have received an incorrect item in your parcel, please telephone us on 01454 228036 or email us within 3 working days of receiving your order. We will send you a Returns Authorisation Form and ask you to follow the instructions so that the item can be returned to us and the correct item dispatched to you without delay or a refund issued for the cost of the incorrect item.
Please note that we can only accept items back for replacement or refund if they are returned to us in their original, undamaged packaging, complete with all accessories and documentation.
What should I do if an item is damaged when I receive it?
If you notice that your package is visibly damaged when it is delivered to you, we recommend that you make a note of this on the carriers’ delivery note. We then ask that you contact us by telephone on 01454 228036 or email us within 3 working days of receiving the damaged item. We will send you a Returns Authorisation Form on which you should note the extent of the damage and follow the instructions so that the item can be returned to us in the original packaging with all accessories and documentation. We will arrange for a replacement item to be sent to you.