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 hello@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 £70. 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.

We may make a deduction from the refund for loss of value of any goods supplied, if the loss is the result of unnecessary handling by you.

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 confirm the named day 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 hello@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 hello@solidfuelhub.co.uk.

Drop us a line at hello@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.

Did you know that great value, palletised smokeless fuel, house coal and logs are not just ideal for domestic customers? We also ship to a wide range of businesses across the UK including Pubs, Restaurants, B&Bs, Farms, Property Owners and many more.

https://www.solidfuelhub.co.uk/pages/solid-fuel-for-small-businesses

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:

• +£10 per pallet: IV21-28, IV40, IV55-56, IV63, IV99, KW1-3, KW5-14, PH19-26, PH30-41, PH49-50
• +£25 per pallet: PO30 - 41
• +£70 per pallet: HS1-9, IV41-49, IV51, PA20
• +£85 per pallet: IM1-9, KA27-28, KW15-17, PA41-449, PA60-78, PA80, PH42-44, ZE1-3
• +£135 per pallet: GY1-8, JE1-5
• +£268 per pallet: GY9-10

We do not deliver to Northern Ireland.

Please call us on 0808 196 8713 before placing order if you have any queries

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 Information 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.

Saturday or timed deliveries may be possible for an additional charge but are not typical. Please use our Contact Us form or put your request in the special instructions section when placing your order and a member of our team will contact you to let you know if it is possible and what the additional cost may be.

For certain areas you are able to select your delivery day but not the specific time. We are currently unable to offer this service.

When we book your delivery in with the pallet network company you will receive an email with tracking details.

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.

What does Ready to Burn mean?

You may see the Ready to Burn logo and certificate on some of our products but might not be sure what it means.

Ready to Burn legislation came into force in England on 1 May 2021. This new law bans the sale of the most polluting fuels used in homes; wet wood and house coal.

This scheme is backed by the UK Government’s Department for Environment, Food and Rural Affairs (Defra) in support of The Air Quality Regulations 2020 (England).

Wood

Wood sold in volumes of up to 2m³ should be Ready to Burn certified as having a moisture content of less than 20%.

DEFRA have appointed Woodsure Ltd as the Certification Body to administer the Ready to Burn Scheme. They are a non-profit organisation. Their independent experts work alongside other national bodies as well as retailers, installers and sweeps to promote the benefits of quality wood.

Manufactured Solid Fuel

A “manufactured solid fuel” means a fuel produced from coal, plant-derived materials, wood, waxes or petroleum products with other ingredients. These are typically called Ovals or Ovoids.

The DEFRA Ready to Burn certification scheme for manufactured solid fuels is run by HETAS. HETAS is a non-profit organisation supporting cleaner and safer choices for the use of biomass and other solid fuels, appliances and associated technologies. To be certified as Ready to Burn, manufactured solid fuels must meet specified limits for smoke emissions and sulphur content.

Purchase with Confidence

Solid Fuel Hub customers can be confident, combined with our Approved Coal Merchant status, that the fuel being sold meets emission requirements by looking for the Ready to Burn logo along with the manufacturer name and unique Ready to Burn certification number on our certified products.

Visit www.readytoburn.org or HETAS for more information

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).

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 budget ovoids (for Scotland & Wales Customers only) or cosy fire ovals, or
2. go up a quality to Five Star Ovals.

With a cheaper fuel, you will find more ash and a quicker burn time. With the more expensive fuels you’ll find a longer burn, higher output of heat with a similar level of ash.

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

If you would like to know more about operating your appliance safely then please find further guidance at the Solid Fuel Association.

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.

45 minutes to 60 minutes and longer depending on when it was last swept and the type of fuels burned.

Call: 0808 196 8713

Email: hello@solidfuelhub.co.uk

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

Contact Us Form