Luxury Wood aims to make delivery of your order as simple and as hassle-free as possible. Below are answers to the most common questions, but you should call us if you have any questions.

How much will I pay for delivery?

There is no delivery fee unless you order a pallet and you are in a Special Zone or order a product from our Timber category. If you order a pallet of fuel and are in a Special Zone the surcharge is levied per pallet. If you order from our Timber Category there is a one-time flat fee regardless of how many items you order. The Special Zone and Timber Category delivery fees are outlined below. 

When will I receive my order?

With the exception of small orders we can courier products from our Timber category, most products are delivered on a pallet, and this should always take place on the date that you agreed on the phone with the haulier performing the delivery. It is the responsibility of the pallet courier to keep to this date, without exception. If there is an attempt to deliver on a day other than the agreed date, or delivery is attempted without having “booked in” the delivery date with you, then you are within your rights to refuse to sign for the order and to have the haulier return on an alternative day, at no extra charge to you.

Please call us if you do not receive the 'book-in' call to schedule your pallet(s) delivery date within 5 days of placing your order.

How long will the delivery take?

Couriered items: 2-4 working days (unless bundled with a pallet order) 

Palletised items: 3 to 5 working days 

Timber Category Orders: 4-12 working days

Can I track my order?  

Yes. You can track the status of your order by entering your surname and invoice number into our order tracking page. For any other issues, call us on 0115 697 1118 or email us at support@firewood.your.marketing.  

Can I get delivery on a Next-Day or Saturday service?  

We can provide Saturday and Next Day service in some cases, but there is a surcharge, and you must organise this by calling us. Otherwise, all deliveries are made from Monday to Friday, with the driver arriving between 8 am to 6 pm.

Can I organise the delivery for a specific time?

We cannot arrange specific delivery times, however, it may be possible to organise morning or afternoon deliveries for a surcharge, but you need to call us to arrange this. Otherwise, delivery will always occur between 8 am and 6 pm on a weekday. For orders arriving on a pallet, if you need to know an approximate time the driver will arrive, you may call us and we will communicate with the courier to get an ETA.

What if I am not home when delivery is attempted? 

If you know you will not be home on the agreed delivery date, someone else will need to sign for the order. If nobody can sign the order, the goods may be returned to the local depot unless we can find a safe place to put them. Note that for non-signed orders we cannot take responsibility for loss or theft of goods.

Is it possible to collect goods directly from your location in East Drayton?

In some cases, it is possible to collect goods from our East Drayton (DN22) or Scunthorpe (DN15) sites. In such cases, you will need to call us beforehand, pay for the order, and agree a collection time with us.

How do you perform delivery? 

Couriered items are delivered in the usual way, with a delivery van. All palletised products are performed with a tail lift vehicle that is about the size of a bin lorry. Orders of products from our Timber category are delivered with a Crane-Equipped vehicle or “hiab”. Both methods are described below.

How is delivery with a tail lift vehicle made?

Pallet/s are offloaded from a lorry with a tail lift at the rear (see picture below). The pallet is moved with a special hand trolley from the tail lift platform onto the ground and then moved along the ground as far as the driver can take it. Providing the surface is hard and flat, such as concrete or tarmac, the driver may offer to move the pallet some distance from the truck for your convenience. Please note that palletised delivery is officially a 'kerbside' service, and therefore it is at the driver's discretion as to how far it will be moved after it is pushed off the tail lift. This may mean a pallet is placed on the roadside leaving you to manually handle the goods and you are advised to have organised assistance with this. The driver will not be able to move or push the pallet over soft, bumpy or steeply inclined surfaces as the trolley wheels are usually too small to cope with this. It is critical that customers understand this, as a refusal to move the pallet into a garage or alleyway can lead to disappointment for those who are unaware of the limitations of this type of delivery method.

Are there circumstances where a pallet delivery cannot be made?  

Yes. A pallet cannot be delivered with a tail lift: 

- To soft ground such as grass, gravel, and soil, or uneven paving slabs

- To a premise where it is illegal for a lorry to park or offload.

- Where the access road is on a steep incline.

- Where the access road does not provide 5m width clearance and 5m vertical clearance (usually anywhere a bin lorry can get to is fine). 

It is your responsibility to ensure that there is safe and clear access to the delivery vehicle. If the haulage company arrives at your address and faces one of the conditions above, the driver may decide to cancel the delivery, and this may incur a cancellation fee to cover the cost of dispatching and returning your order to our central warehouse. If you are unsure whether your location is suitable for a palletised delivery, please call us to discuss. We will advise whether there are likely to be problems at the offloading point. To summarise, please look at the infographic below.

How is delivery with a Crane-Equipped Vehicle made?

A truck equipped with a crane, or "Hiab", as they are sometimes referred to, has a mechanical lifting device that we use to offload items from our Timber Category. Packs of wood are tied to "slings", which allow us to place the bundles on or as close to your property as possible. Please note that this is a 26-tonne vehicle. We cannot get down very narrow lanes (less than 5m wide) or where there is no room to turn the truck around. We will not lift over parked cars or in any situation that compromises safety. If in doubt, please call to discuss your specific location, as this can save a wasted delivery and unnecessary cancellation fees.

Will you refund me if my order is damaged?   

If an order is damaged on arrival, you may reject the goods outright and the driver will return it to our warehouse. If possible, call us immediately before doing so. Provided you make a note on the delivery documents, there will be a refund or replacement free of charge. If you decide that you can use part or all of the goods despite some damage, you may decide to keep the goods and we will offer some form of compensation for the unusable part of the order. In such cases, we always ask for photographic evidence of the damaged items.