Looking for some help?

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method for the goods - we will ship your package within 2 - 5 working days.

Some common reasons why the order won't complete include the following:

• Is the card you are using registered to a different address than the delivery address?
• A digit may have been entered incorrectly so please check before re-entering.
• Is the card still valid?

If you are still having difficulties, please contact us through our Contact Us page.  Our support team is always happy to guide you at any step!

You can select your preferred payment method at checkout.

• We accept secure payments via Credit Cards & Debit Cards.

Some common reasons why the order won't complete include the following:

• Is the card you are using registered to a different address than the delivery address?
• A digit may have been entered incorrectly so please check before re-entering.
• Is the card still valid?

If you are still having difficulties, please contact us through our Contact Us page.  Our support team is always happy to guide you at any step!

You might need to confirm your payment method for extra security. Your bank can challenge purchase attempts, which means you need to manually confirm your payment method.  This could be in the following forms:

• Something you know (password or pin)
• Something you possess (Banking App, text message, card reader, email link or other device to evidence a one time passcode)
• Something you inherit (fingerprint)

If your bank cannot identify you or the two factor authentication cannot be completed then your payment might be considered non-compliant and be declined. 

If you are still experience issues, please also try the following:

·        Clear cache + cookies on your browser. After this, completely reboot the browser.

·        Try on another web browser to rule out any browser issues.

·        Try another device, like another computer or mobile phone.

·        Try another internet connection (for example, switch to a cellular network on a phone rather than wifi.)

If you experience any issues on checkout please don't hesitate to contact us on enquiries@solidfuelhub.co.uk or 0808 196 8713

If you are not satisfied with your purchase, contact us within 14 days of delivery for a refund.  Goods should be returned in original packaging and condition.  This will be at your expense and risk.

If you are unable to return the goods, Solid Fuel Hub will collect said goods costing you up to £65.  You will receive your refund less any delivery charges which have been incurred.

If you return or cancel your order we will process your refund:

1. Within 14 days of the day we receive back from you any goods supplied, or
2. If there were no goods supplied, within 14 days from when we are informed about your decision to cancel.

To cancel you must inform us of your decision to cancel by a clear statement via telephone, letter or email.  We recommend doing this in writing using the Form of Cancellation Notice which can be found in the Terms and Conditions.  Please also include your order number.

If you cancel your Order we will refund in full, less any delivery charges which have been incurred.

We will reimburse using the same means of payment that was used for the initial transaction, unless you have expressly agreed otherwise.

Once an order has been placed on our site, you should receive an email confirming that the order has been received and processed.

Our team then get to work building your individual order and arranging the delivery to you.

Once this has been completed, you will receive a second email to inform you that your order has been dispatched and when the expected date of delivery will be.

Please check your spam/junk folder to see if an email has gone in there by mistake. 

Please also check the email address provided by you at checkout. If you think that this may have been entered incorrectly, please let us know by contacting us on enquiries@solidfuelhub.co.uk

You can also check if your order has been received via your own account page as this will contain a list of your full order history to date.

If none of the above bring any success and you still haven’t received any emails within two business days of placing your order, please contact us on enquiries@solidfuelhub.co.uk.

Drop us a line at enquiries@solidfuelhub.co.uk and we will do everything we can to accommodate any changes you have.

If this is a cancellation then please see the terms and conditions for cancelling your order.

Shipping times:

• Orders take 2 - 5 working days to be delivered to you.
• Shipping time might vary depending on location, shipment method and other factors.
• Delivery times can increase during busy periods. We will do our best to keep you updated with emails informing you of your delivery progress.

Shipping cost:

• Orders to Highlands & Islands post code areas and some other hard to reach areas of the UK may incur an additional delivery charge.  This is due to higher operating costs of the pallet network partners to these areas.
• For all other orders to mainland UK, delivery charges are included in the price of the goods.
• Full price will be displayed at checkout. 

We deliver to any postcode in the United Kingdom.

All pallets include free delivery to most UK post codes.   Please note: Deliveries to Highlands and Islands and other hard to reach UK areas may incur additional charges on checkout due to higher operating costs of the pallet network partners to these areas.  

Charges will be added at checkout as outlined below or you may need to call our Customer Service Team for further assistance:

+£30 per pallet: IV33-35, IV40-41, IV49, IV52-56, PA21-33, PA35-38, PH19-41, PH49-50, SY1--11, SY16 - 25

+£40 per pallet: BT, PO30 - 41

+£50 per pallet: PH42 - 44

+£specifc charge: GY, HS, IM, IV42-48, IV51, KA27, KA28, KW15-17, ZE

Please call us on 0808 196 8713 before placing order if you live in the following post code areas: JE, PA34, PA39, PA40. PA80 - 98, PA41

Your order will be delivered by one of our Pallet Network Partners.

This will be a kerbside delivery. Your order will arrive on a pallet(s) using a tail lift vehicle.

The driver will lower the goods off the rear of the lorry, and use a manual, hand pumped pallet truck to deposit them as near to the property as possible.

Please Note: The pallet can only be left on a flat, stone, concrete or tarmac surface, free from manhole or service covers which can be accessed by a manual hand pump truck. The driver will be unable to push the pallet up or down inclines or across grass or gravel pathways.
 

More information on deliveries can be found in our Delivery section.

Our standard delivery is within 2-5 working days (Monday to Friday, excluding UK Bank Holidays) and we aim to deliver between 9am and 5pm on your assigned delivery date.

We are currently unable to offer this service.

We are currently unable to offer this service.

A Smokeless Fuel is one that produces less than 5g of smoke per hour when burnt and can therefore be used in the Smoke Control Areas which were designated by the Clean Air Acts and remain active today.

The main difference is the size - Doubles approx. 25mm x 50mm and Trebles approx. 50mm x 85mm (or 95mm).

The Environmental Team at your local council should be able to assist you to confirm if you are in a smoke control area.

In a smoke control area, you can only burn fuel on the list of authorised fuels. Our approved Smokeless Fuels are all authorised for use in smoke control areas, so you can buy with confidence knowing that you are compliant with the rules.

For further information, the Smoke Control Area Rules can be found here.

Your stove should have a data plate on it stating what fuel type it burns, and if you have a HETAS data plate it should confirm which flue liner you have too.  (see link below for an example of a stove data plate)

Data Plate Example

See our Fuel Chooser

Start on one of our middle of the range products like Hot Ovoids. Hot Ovoids are an approved smokeless fuel, with medium ash & a hot long lasting burn, ideal for keep your stove in for a few hours. 

From this product you can go one of two ways:

1. save the pennies and move to mixed ovoids or heatmax ovals, or
2. go up a quality to Five Star Ovals. 

Kiln dried firewood, Birch species would be seen as an entry point and Ash as the ‘king’ of Firewood due to its higher density therefore a slightly longer burn time.

Some alternative products that are available are Hotmax Heatlogs which are great for starting your stove too. Using a couple of pieces in the bottom of your stove, with firelighters Hotmax can replace kindling and due to the dry density of the product, they light very easily. We would recommend not overloading Hotmax onto your stove, although you’ll need a minimum of 6 pieces to get your stove going, be careful not to overload your stove with them, because they expand slightly when they burn.  

N.B. wood pellets can only be used as fuel on wood pellet specific stoves, not on wood burning stoves.

Find more information on fire lighting here

HETAS (Heating Equipment Testing and Approval Scheme) recommend that your chimney is swept at least once a year as a minimum.  We would recommend twice a year for both wood burning and solid fuel appliances.

Most stove manufacturers recommend that stoves are serviced annually to ensure optimum output and safety.

Call: 0808 196 8713

Email: enquiries@solidfuelhub.co.uk

Open Monday to Friday 8.30am to 4.30pm (including bank holidays)

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