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Frequently Asked Questions


Order Placement


Payment Verification Issue

Returns and Refunds

I have not received an Order Confirmation or Delivery Date

Is it possible to change the order and how can it be done?


Shipping Times & Costs

Where do you deliver to?

How will my order be delivered?

Can I get a weekend or timed delivery?

Can I pick my delivery date & time?

Can I track my order and delivery?


What are Smokeless Fuels?

What is the difference between Doubles and Trebles?

How do I know if I live in a Smoke Control Area?


What type of appliance do I have?

What should I burn on my multifuel stove?

What should I burn on my woodburning stove?

Fire Lighting & Safety

Should I get my Chimney swept?

How long should a chimney sweep take?

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