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Free Next Working Day Delivery - Order Before 4pm!

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Frequently asked questions

  • Contact us

    The best way to get hold of us is via email -

    Fancy chatting firewood on the phone? Call us on 01420 612 670. You'll find us at Logpile HQ from Monday to Friday, 9am - 4pm.

    Or get in touch here

    Your order confirmation email contains a link which shows you the progress of your order. From here you can also get help relating directly to your order.

    Alternatively, if you have an account, you can view your order history and review your orders.

  • What is Ready To Burn certification?

    The Ready To Burn scheme is in place to make sure people are burning the cleanest fuels at home to improve overall air quality, as part of the UK's clean air strategy.

    The regulations aim to prevent harmful pollution from domestic burning by ensuring wood is certified as having a low moisture content.

    Choosing to buy Ready To Burn certified wood reduces your impact on the environment, it emits less smoke and harmful particulates.

  • Why should I buy kiln dried wood?

    Kiln dried logs are the most efficient type of wood fuel to use in wood burners, stoves & fireplaces.

    They have less moisture than other types of logs (such as seasoned) so you get more heat per log. This is because the energy produced by burning the log is used to heat the space surrounding the log, instead of to heat (or burn off) the moisture contained in the log.

    Typically seasoned logs (air dried) tend to be cheaper, but this is because they will have a higher moisture content than kiln dried logs, so can actually work out more costly in the long run due to being less efficient.

    Less moisture in log = more heat output.

    All of our kiln dried logs are dried to have a moisture content of below 20% for the best efficiency.

  • Free next day delivery

    Free next day delivery to nearly all UK postcodes - please see exceptions below. 

    Orders taken before 4pm Monday to Friday will be delivered the next working day.

    Orders taken between 4pm Friday and 4pm Monday will be delivered on Tuesday.

    Delivery exceptions:

    We only offer a 2 day service to the following postcodes, with a surcharge of £5 per parcel:

    Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
    Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1

    We cannot deliver to the following postcodes:

    Northern Island - BT
    Channel Islands - JE, GY
    Isle of Man - IM
    Scilly Isles - TR21-25

  • Delivery information

    Boxed logs and kindling/charcoal

    Log orders up to 240kg and kindling/charcoal products are delivered via overnight courier. Delivery will be to your doorstep or to your agreed safe delivery location with DPD, delivery times can vary but are usually between 7am-7pm.

    Crated logs and pallet deliveries

    Crated log products & pallets are delivered via pallet delivery service, delivery times can vary but are usually between 9am-5pm.

    This will generally be delivered on a large 18 tonne lorry and requires clearances of width 3M (10ft) and height 5m (17ft). This delivery is guaranteed to kerbside only, but we will deliver onto a driveway if local access is sufficient. 

    Unfortunately we are unable to guarantee free delivery for the Highlands and Islands, Northern Ireland, the Chanel Islands and parts of Scotland. 

    We are also unable to deliver crates on a Saturday or Sunday.

    Please contact us before ordering if you are unsure.

    Log store deliveries

    The item will be delivered a flat pack. Easy assemble and only requires a screwdriver (preferably battery operated) to finish, picnic sets will require a socket m8 to finish.
    Assembly instructions will be included with the 24-hour notification email.

    A current delivery lead time is between 1 - 3 weeks. Standard delivery is to mainland England and *Wales (please check important information for more details) only. Please note - we are committed to minimise our environmental impact across our operations and use very limited or no packaging when delivering our goods.

  • Can I change my delivery address?

    Yes, if the order has not yet been dispatched.

    Please Contact Us or email with the new address details. 

  • Price and payment

    Prices listed include VAT (if applicable) and delivery is free on all orders. 

    We try to offer the most competitive prices at all times, so our prices frequently change. The prices charged will be those displayed in checkout and on the confirmation page and confirmation email.

    You can pay using MasterCard credit or debit cards, Visa credit or debit cards, Solo or PayPal.  

  • Returns

    If you've changed your mind, you can return your order for a full refund. Please be advised that we cannot currently exchange orders, however we can offer replacements if necessary. We are also unable to offer a free returns service.

    For a refund, the orders need to be returned:

    in the original undamaged condition (ideally in the original packaging) within 30 days of the day you received the order with a copy of your order confirmation email.

    Please Contact Us or email for the return postal address.

    Please ensure you obtain a proof of posting receipt. We recommend you use a tracked courier service that includes insurance, as we cannot give you a refund if we do not receive the order, or if it becomes damaged in transit. 

    How will you be refunded?

    We will refund the returned order upon receipt, via the same method that you originally use to pay for the order.

    Please be aware that refunds can take up to 30 days to appear on your statement.

  • Do you have a complaint?

    If there is something wrong or you have any issues with your order, please do contact us immediately upon receipt. You can call us on 01420 612670, or email, and one of the team will get back to you within 1-2 working days. 

    We want to provide our customers with the best quality wood products and aim to resolve any issues promptly. If possible, we will resolve any issues once the complaint is received. 

    In some cases, we may need further information regarding the issue so that we can investigate internally to provide a suitable solution. We will get in touch to acknowledge the complaint and request further information if needed.

    We understand that problems can occur, our aim is to fix the issue in a way that you are happy with, as well as ensuring that any complaints are investigated properly so that they do not occur again. The more detail provided in the initial complaint will help us to do this, for example photos of any issues (if applicable).

    If you experience any delivery issues, please contact us directly instead of our courier DPD as we can usually resolve these more effectively on your behalf. You can call us on 01420 612670 or email

  • Subscriptions

    Our subscription service means that you can enjoy regular log deliveries with ease.

    There is a minimum requirement of 3 orders but after this you can cancel or pause any time you like- no hassle! If you need to make amendments to your subscription you can contact us at any point.

    Recurring deliveries will be sent every month/week on or around the same calendar day as when you placed the initial order. 

    No discount codes or special offers may be applied to a subscription order.

  • Security

    Logpile take your data security very seriously, we do everything possible for you to shop with confidence.

    Any data held about you and your order is held securely and encrypted to ensure that your details cannot be read by any unauthorised third party.

    Logpile use a PCI compliant third party payment providers to process credit card payments.

    We use the best commercially available security software (SSL), for e-commerce, plus it's the best solution for secure, online commerce transactions.  

  • Conditions of sale

    Read our conditions of sale on the this link:

  • Privacy Policy

    View our privacy policy here: