Nationwide Delivery Service

Delivery infogram

How Does Delivery Work?

We provide a nationwide, speedy and convenient delivery service for our solid fuel pallets whether you are a homeowner or a small business customer.  Delivery vehicles use tail lift offloading.  A manual, hand pumped pallet truck is then used to manoeuvre the goods off the tail lift to the kerbside delivery point.

'Kerbside' Delivery

All pallets are delivered to the kerbside as near as possible to the delivery address.

The delivery driver is only contracted to deliver the goods to the “kerb side” and not directly into your property. The delivery driver is not responsible for removing the goods to a place of your choice such as a garden or the side of the property, so please ensure you have made sufficient arrangements to move your goods into your property once the delivery driver has delivered the pallet to the kerb side.

Delivery shall be conditional upon access free from encumbrances and good roads being available to the company’s vehicles to the place of delivery. 

*The kerbside delivery point must be flat and hard standing. We cannot deliver to hills, slopes, inclines or gravel. If you have any concerns over the delivery, please don't hesitate to contact solidfuelhub.co.uk by 2pm the day before scheduled delivery.

Large Vehicles

All deliveries made by the solidfuelhub.co.uk would be considered as a heavyweight delivery and as such our pallet network company will generally use larger vehicles to make these deliveries.  If you are concerned that a larger vehicle will have access problems or be subject to road restrictions, you are advised to contact the solidfuelhub.co.uk prior to placing your order. We will then endeavour to make an alternative arrangement for you.  Access to your premises must be suitable for a heavy goods vehicle.  If permits are required, they must be obtained by you.

Pallet Network Partners

Solidfuelhub.co.uk uses two of the largest pallet networks with a full track and trace facility, offering a robust pallet network with a range of services.  However being a road delivery it can be subject to matters beyond its control, such as road closures, traffic etc. As much as possible we will keep you advised of any potential delays. Please also note that this is an unguaranteed service, but rest assured, we will make every attempt to keep your order on track.  All times and dates for delivery are given in good faith but are only approximate. No liability is accepted for any loss or damage resulting from late delivery.

Receiving the Goods

You, or somebody appointed by you, should be at the delivery point to accept the delivery. It is at your own risk if you are not at the property to receive and check the goods.

The goods will be palletised and shrink wrapped keeping your purchase clean, tidy and easy to handle.

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 pumped, pallet truck.  The delivery driver will be unable to push the pallet up or down inclines or across grass or gravel pathways.

When you are in receipt of your order, it is important to check the packaging for any visual damage to the goods and then sign for its safe arrival. If you are unfortunate enough to receive damaged goods or there is a shortfall in the quantity delivered, this must be written on the delivery note at the time of delivery. When signing for the goods you are agreeing they have been received in full and in good order. We cannot offer any refunds or replacements without this.  We also strongly suggest that you contact us directly as soon as possible to make sure we are aware of the problem.  No complaints relating to defects apparent upon such inspection will be accepted after three days from the date of delivery and in any event liability is limited to replacement of the defective goods. No liability for any consequential loss or damage is accepted.  We ask that the customer emails photographs in as soon as possible after the delivery to enquiries@solidfuelhub.co.uk.

What if I am not at home?

If your order arrives as arranged but we are unable to deliver because you are not home (and have not agreed in advance to unattended delivery at your own risk being made), or there is insufficient space available for the vehicle to safely manoeuvre on the road AND operate a tail lift with goods weighing up to 1000KG, you will be liable for any additional costs incurred for the failed delivery and the goods either being returned or redelivery having to be arranged. The return delivery charge for failed deliveries incurs a £65.00 minimum charge.

Where goods are refused on delivery that are found to be undamaged on return, we reserve the right to pass on FULL carriage charges that we incur in returning the goods to us.

Delivery will normally be within 2-5 working days.

Delivery will normally be within 2 - 5 working days, much quicker than the traditional fortnightly 'coalman' round.  Lead times may vary during busy periods, cold spells, etc so get your order in, in plenty of time.

Obstructing the Carriageway

It is the responsibility of the customer to ensure that the product is moved promptly and does not obstruct the carriageway or pavement.  Some Local Authorities may prosecute if an obstruction is not cleared. Solidfuelhub.co.uk and its agents will accept no responsibility for any obstruction.

Delivery Requests

Whilst every effort will be made to carry out any delivery instructions passed on; this is not always possible.  Any instructions left for delivery are at the discretion of the delivery driver and do not waive the standard kerbside terms and conditions.

Delivery Charges

All pallets include free delivery to most UK post codes.   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

Please note: If we are required to make a re-delivery due to withheld information regarding access to the customer’s address, the customer will incur another charge for re-delivery. If the third-party pallet network company arrives at the location and deems it unsafe or impossible to complete the delivery due to withheld information, the customer will receive a refund minus the delivery charge.

This does not affect your statutory rights.