Where is my order / I want to speak to someone about my order?

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.

If you need any further help please refer to the sections below, or Contact Us.

Delivery

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

• Orders taken before 4pm Monday to Friday will be delivered the next day.
• Orders taken after 4pm Friday and on Saturday & Sunday will be delivered on Tuesday.

Delivery exceptions

We only offer a 2 day service to the following postcodes:

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, ZE1-3

We cannot deliver to the following postcodes:

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

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.

Price and payment

Prices listed include VAT (if applicable) and Standard 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 help@logpile.com 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.

Can I change my delivery address after I've ordered?

Yes, if the order has not yet been dispatched.

Please Contact Us or email help@logpile.com with the new address details. 

Complaints Handling

We hope that you love our logs but if you are not 100% happy with your order then please email help@logpile.com with your order number and we will try our very best to help!

Discount codes

Occasionally we offer special discount codes to make your order even better value. Discount codes can only be used and applied to your order during checkout.

Some codes are valid only once per user or for your first order. Discount codes will have an expiry date; we'd hate you to miss out so please make sure the code is still valid.

Discount codes cannot be used in conjunction with any other offer.

We have the right to withdraw the offer at any time and without notice.

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! 

Your first order will be dispatched within 24 hours from when you place it and deliveries will be sent every month/week on or around the same calendar day. 

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 

This page tells you information about us and the legal terms and conditions (Terms) on which we sell any of the products (Products) listed on our website (our site) to you.

These Terms will apply to any contract formed between us in accordance with clause 5.4 for the sale of Products to you (Contract). Please read these Terms carefully and make sure that you understand them before ordering any Products from our site. Please note that before placing an order you will be asked to agree to these Terms. Please click on the button marked "Submit payment & process order" on the "Secure checkout - Review order" page if you accept them. If you refuse to accept these Terms, you will not be able to order any Products from our site.

You should print a copy of these Terms or save them to your computer for future reference.

We may amend these Terms from time to time as set out in clause 6. Every time you wish to order Products, please check these Terms to ensure you understand the terms which will apply at that time.

These Terms, and any Contract between us, are only in the English language.

1 Information about us

1.1 We operate the website www.logpile.com. 

1.2 To contact us for any reason please see our Contact Us page. In the unlikely event that we are unable to resolve any complaint and if you are resident within the European Union we refer you to the following Online Dispute Resolution Platform: https://webgate.ec.europa.eu/odr.

2 Our products

2.1 The images of the Products on our site are for illustrative purposes only and the Products may therefore vary slightly from those images.

2.2 The packaging of the Products may vary from that shown in images on our site.

2.3 All Products shown on our site are subject to availability. We will inform you by e-mail as soon as possible if the Product you have ordered is not available and we will not process your order.

3 How we use your personal information

3.1We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy, as it includes important terms which apply to you.

3.2 Save as may be varied by our Privacy Policy, we will in any case use the personal information you provide to us to:

1. supply you with the Products you have ordered from us;
2. process your payment for such Products

4 If you are a business customer 
This clause 4 only applies if you are a business.

4.1If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase Products.

4.2These Terms, our Privacy Policy and our Terms of Use constitute the entire agreement between you and us. You acknowledge that you have not relied on any statement, promise or representation made or given by or on behalf of us which is not set out in these Terms or any document expressly referred to in them.

5 How the contract is formed between you and us

5.1Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

5.2  After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 5.3.

5.3 We will confirm our acceptance of your order to you by sending you an e-mail that confirms that the Products have been dispatched (Dispatch Confirmation). The Contract between us will only be formed when we send you the Dispatch Confirmation.

5.4 If we are unable to supply you with a Product you have ordered, for example because that Product is not in stock or no longer available or because of an error in the price on our site as referred to in clause 10.4, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount of the order price as soon as possible.

6 Our right to vary these terms

6.1 We may revise these Terms from time to time in the following circumstances:

1. changes in how we accept payment from you;
2. changes in relevant laws and regulatory requirements; or
3. as we consider to be necessary in light of current trading and/or the general business environment, whether locally, nationally or internationally.

6.2 Every time you order Products from us, the Terms in force at that time will apply to the Contract between you and us.

6.3 Whenever we revise these Terms in accordance with this clasue 6, we will give you notice of this by changing the relevant date at the top of this page.

7 Cancellation and returns

7.1 You have the right to cancel an order during the period set out below in clause 7.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the order and receive a refund. If you cancel your order, we will try to stop it before the Product is dispatched to you but please be aware that this may not always be possible. Where we are unable to stop your Product from being dispatched please return it to us when you receive it, at which point we will process your refund in accordance with these Terms. If you are a consumer, advice about your legal right to cancel is available from your local Citizens' Advice Bureau or Trading Standards office.

7.2 However, this cancellation right does not apply in the case of: (i) newspapers, periodicals or magazines; or (ii) audio or video recordings or computer products that have been unsealed..

7.3 Your right to cancel an order expires 30 days from the day after the day you receive: the Product (if your order is for a single item); or the last Product (if your order is for multiple items).

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

7.4 Details of your right to cancel and an explanation of how to exercise it are also provided in the Dispatch Confirmation.

7.5 To cancel an order, please complete and contact us via the Contact Us page or email us at help@logpile.com

 If you have received the Products, please then promptly return the Products to us (if you have not done so already) not later than 14 days after the day on which you let us know that you wish to cancel the order. The deadline is met if you send back the products before the period of 14 days has expired. Unless the Product is faulty or not as described (in this case, see clause 12) you will be responsible for the direct cost of returning the Product to us. We will refund the price you paid for the Products in accordance with clause 7.6.

7.6 If you cancel your order we will:

1. refund you the price you paid for the Products. Please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling of them other than what is necessary to establish the nature, characteristics and functioning of the Products. If we have inadvertently been charged for the direct cost of returning the Product to us (e.g. where you have elected to 'return to sender'), unless the Product is faulty or not as described we will deduct such direct cost from the refund you would otherwise have been entitled to; and
2. process the refund due to you as soon as possible and, in any case, within 14 days of: (i) if you have received the Product, the day your Product is returned to us in accordance with clause 7.5, or, if earlier, the day you supply evidence of having sent the Products back; or (ii) if you have not received the Product, the day on which you gave us notice of cancellation as described in clasue 7.5.

7.7 We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the Product we may refund you in vouchers.

8 Delivery

8.1 Please note that timescales for delivery and delivery charges will vary depending on the availability of the Products you have ordered and your address. Please allow for extra time for international deliveries.

8.2 We will use reasonable endeavours to fulfil your order by the estimated delivery date set out in the Dispatch Confirmation which will be within 30 days after the date of the Dispatch Confirmation. If we are unable to meet the estimated delivery date (where there is an Event Outside Our Control for example) we will contact you with a revised estimated delivery date.

8.3 Delivery will be completed when we deliver the Products to the address you gave us. Logpile shall not be liable for delays or other disadvantages to the Customer, which result from an incorrect address being supplied at the time of order.

8.4 If no one is available at your address to take delivery, we will either leave you a note that the Products are being held securely by our carrier, in which case, please contact our carrier in the manner provided on the undelivered note to rearrange delivery, or the Products may be left by our carrier with a neighbour or elsewhere in a discreet and secure place which will be notified to you at the time of delivery.

8.5If we are not able to deliver the whole of your order at one time due to operational reasons or shortage of stock, we will deliver the order in instalments. We will not charge you extra delivery costs for this. However, if you ask us to deliver your order in instalments, we may charge you extra delivery costs. Each instalment shall constitute a separate contract governed by these Terms. If we are late delivering an instalment or one instalment is faulty, that will not entitle you to cancel any other instalment.

8.6 The Products will be your responsibility from the completion of delivery.

8.7 You will own the Products only once we have received payment in full, including all applicable delivery charges for the full order made by you.

10 Price of products and delivery charges

10.1 The prices of the Products will be as quoted on our site from time to time. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the site. However if we discover an error in the price of Product(s) you ordered, please see clause 10.4 for what happens in this event.

10.2 Prices for our Products may change from time to time, but changes will not affect any order which we have confirmed with a Dispatch Confirmation.

10.3 The price of a Product includes VAT or an equivalent tax (where applicable) at the applicable current rate chargeable in the country of your assumed origin for the time being. However, if the rate of VAT or equivalent tax changes between the date of your order and the date of delivery, we will adjust the VAT or equivalent tax you pay, unless you have already paid for the Products in full before the change takes effect.

10.4 Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:

1. where the Product's correct price is less than the price stated on our site, we will charge the lower amount when dispatching the Products to you. However, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price

11 How to pay

11.1 You can only pay for Products using a debit card or credit card. We accept the following cards:

• VISA debit & credit card
• MasterCard debit & credit card
• PayPal
• GPay
• Apple Pay

11.2 Payment for the Products is at the point of order.

12 Damaged or defective products

12.1If you are a business customer and the Products delivered to you are damaged or defective or are not what you ordered or you receive the incorrect quantity, you must notify us within 10 days of the delivery in question. If you do not receive the Products ordered from us by the date of dispatch in the Dispatch Confirmation or thereafter within the timescales outlined on the Delivery Section you must notify us within 40 days of the date of dispatch. If you fail to notify us in accordance with this clause, we will not be liable to you. Provided you have notified us of a problem within the timescales outlined, we may, at our option: replace or repair the Product in question; refund to you the amount you paid for the Product in question to the original payment method or reimburse you with e-vouchers; or make good any shortage or non-delivery of the Products. Save as provided for by clause 12.2, this clause sets out our sole obligations to you in relation to any issues concerning the delivery or state of the Products.

12.2 If you are a consumer, consumer, we are under a legal duty to supply Products that are in conformity with this Contract. If the Products delivered to you are not as described, fit for purpose or of satisfactory quality at the time of delivery your legal rights include an entitlement to the following:

• Within 30 days of delivery: you can get a refund.
• After 30 days: you may be entitled to a repair or replacement or, if that doesn’t work, a proportion of your money back.

Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

13 Our liability if you are a business customer
This clause 13 only applies if you are a business.

13.1 We only supply the Products for internal use by your business, and you agree not to use the Product for any re-sale purposes.

13.2 Nothing in these Terms limits or excludes our liability for:

1. death or personal injury caused by our negligence;
2. fraud or fraudulent misrepresentation;
3. breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or
4. defective products under the Consumer Protection Act 1987.

13.3 Subject to clause 13.2 we will under no circumstances whatsoever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract for:

1. any loss of profits, sales, business, or revenue;
2. loss or corruption of data, information or software;
3. loss of business opportunity;
4. loss of anticipated savings;
5. loss of goodwill; or
6. any indirect or consequential loss.

13.4 Subject to clauses 13.2 and 13.3, our total liability to you in respect of all other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed 150% of the price of the Products.

13.5 Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Products. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Products are suitable for your purposes.

14 Our liability if you are a consumer
This clause 14 only applies if you are a consumer.

14.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the Contract.

14.2 Unless otherwise expressly agreed by us, we only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14.3 We do not in any way exclude or limit our liability for:

1. death or personal injury caused by our negligence;
2. fraud or fraudulent misrepresentation; and
3. for breach of your legal rights in relation to the Products including the right to receive Products which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; and for defective products under the Consumer Protection Act 1987.

15 Events outside our control

15.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 15.2.

15.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

15.3 If an Event Outside Our Control takes place that affects the performance of our obligations:

1. we will contact you as soon as reasonably possible to notify you; and
2. our obligations will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

16 Communications between us

16.1 When we refer, in these Terms, to "in writing", this will include e-mail.

16.2 If you wish to contact us in writing, or if any clause in these Terms requires you to give us notice in writing, you can send this to us by e-mail.  If you are a consumer and exercising your right to cancel under clause 7, please see that clause for how to tell us this.

16.3 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

16.4 If you are a business, please note that any notice given by you to us, or by us to you, will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.

17 Other important terms

17.1 We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.

17.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing. However if you are a consumer and you have purchased a Product as a gift, you may transfer the benefit of our warranty in clause 12 to the recipient of the gift without needing to ask our consent.

17.3This contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise. However, if you are a consumer, the recipient of your gift of a Product will have the benefit of our warranty at clause 12, but we and you will not need their consent to cancel or make any changes to these Terms.

17.4 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

17.5If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

17.6These Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England will have non-exclusive jurisdiction to resolve any dispute between us. For the avoidance of doubt, the United Nations Convention on the International Sale of Goods 1980 (Vienna Convention) shall not apply.

Log Store Ts & Cs:
Please refer to our suppliers website for log store purchase terms & conditions - www.arborgardensolutions.co.uk/terms-conditions