How long will delivery take?
Our standard delivery takes between 2 and up to 4 working days (Monday – Friday). However, this can be extended during busy periods to up to 10 working days. We do our best to email and text your delivery updates so you are kept aware. While we can estimate on time of order when your delivery date will be, we cannot guarantee a named delivery date. 95% of the orders are delivered on 48 Hours from Dispatch but on occasion it may be 72 hours or longer due to exceptional circumstances.
Can I have a Weekend Delivery, Timed Delivery, AM Delivery, VAN Delivery?
Yes we have additional options for you but you will need to call us to add these onto your order.
Timed Delivery: Set a Delivery Window between 10am and 4pm and the delivery will arrive 30 minutes before or 30 minutes after the set time. + £25.00
AM Delivery: Set your delivery to arrive between 8am and 10:00am. +£18
Next Day Delivery: +£10
Delivery is free of charge to most areas however there are a few postcodes that are harder for us to reach and do require a surcharge. These are automatically calculated on checkout so please check to see whether you will have a small surcharge on your order.
If your postcode does not show a delivery option, such as those in the Channel Islands, Northern Ireland and some Postcodes from Scotland. We can still deliver but please contact us before placing your order.
Missed Deliveries or Delivery Re-Routes
If you cannot be contacted on the delivery date, and we are not able to find a secure and dry place to leave your pallet then this will be considered an unsuccessful attempt you will need to pay a £25 re-delivery fee. Please also double-check your delivery address and phone number is correct. If the pallet has been sent to the wrong depot the additional cost is £70 to re-route it including an additional £25 redelivery fee.
We really don't like when this happens so please keep your mobile phone, landline & email open. We often try all possible to get in touch with you on the delivery day.
Wrong Delivery Details
It is customer’s responsibility to enter correct delivery details. Once the order has been placed, customers will have to notify us in writing with changes to the address before the order is dispatched remembering this will occur at 9:30 AM on the next day. Additional fees may apply if the customer gives a late notice.
What happens after I place my order?
We put your order together in our warehouse on a pallet, fully wrap to protect it from the elements and to ensure a safe delivery. Once wrapped we arrange for our pallet delivery network to collect your order from us – your order will be taken back to their national hub and forwarded on to the nearest local partner who will deliver to your home.
How will my order be delivered?
Under normal circumstances your order will be delivered on a Curtain-Sider vehicle with a tail-lift – the driver will unload your order with a pallet pump truck and place it where you request where possible. If you have a gravel drive, an uneven surface or there’s a lip between the road and your driveway, the driver may need to leave the pallet kerbside for you to unload your items. If unsure, please contact us to discuss further. Normally on smooth, flat driveways the driver can unload and push your pallet right into your garage but please be aware this is at their discretion.
We can deliver in smaller vehicles, usually a 12T, please make sure to mention in the delivery notes. We can deliver in Sprinter Vans, this option may mean a surcharge is required and please be aware that they are not equipped with a Tail-lift.
Special Note on 7.5T Delivery Vehicles
A new nationwide delivery restriction on Tail-Lifts over 750kg means that customers requiring a 7.5T must either have a forklift to unload, or purchase a smaller 750kg Pallet which can allow Tail-Lifts. Please note if you require a 7.5T Vehicle with a Tail-Lift and do not mention this, you will be charged for the splitting of the pallet before the delivery goes ahead.
Please note we only 100% guarantee kerbside delivery, and anything else is at the discretion of the driver, however we receive glowing reports from our customers regarding drivers going out of their way to help push their pallets where they would like them when it’s possible and safe to do so and the drivers are not on a tight schedule.
Please note, if delivery is refused on the basis that delivery can only be made kerbside a partial refund will be provided minus our costs incurred in delivering and returning the order to our warehouse.
What is my Delivery ETA?
We have started a brand-new feature where delivery ETA's are sent via email and text message on the day of delivery. To sign-up for this please remember to always add your mobile phone and email address to the order.
Is a signature required – do I need to be there for delivery?
We understand if you’re not able to be there for delivery, therefore it’s not a requirement. Please add to your delivery notes that you are happy for your order to be left without a signature or person present, however our delivery partner nor ourselves could be liable should anything happen to your order after delivery.
What if I don’t live in a UK Mainland postcode?
We deliver to Ireland, Scotland, Wales, England and all the outlaying Islands. You will need to contact us before you place your order to check whether a delivery surcharge is needed for your area if you are not based on the UK Mainland.
What if there’s a problem?
Should anything go wrong with your delivery, please contact us straight away by e-mail or phone and we’ll do all we can to provide a solution that’s 100% to your satisfaction. We’re here with an aim to provide the easiest, most safest and efficient way of providing customers in the UK with Wood Pellet Fuel that’s consistent – we are here to support you before, during and after your purchase. In the very rare circumstance there is a complaint we request you send us all the details in a written statement. Please include a copy of your receipt if purchased through our website or the original receipt if purchased in store or elsewhere and a copy of your statement showing the purchase. Proof of delivery, if the item was delivered. Photographs of the issue in question and any additional information that you would like to include. Our mailing address is: Pure Biofuel Ltd., Office 7, 35-37 Ludgate Hill, London, EC4M 7JN, United Kingdom. We aim to respond to each enquiry within 28 business days.
Can I return the product?
Our return policy lasts 14 days, if 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If you wish cancel and return your item once it has already shipped to you then we will arrange for the delivery back to our warehouse and refund you the full value of the goods less £50 + VAT per pallet for the transport costs incurred (and shipping surcharges where they occur). If the goods have arrived at your location then you are responsible for shipping the goods back to our warehouse. If you would prefer we handle this we are able to assist and will subtract the shipping return costs from your refunded total.
Cancelling your order
If you would like to cancel your order please let us know as early as possible. If you are able to let us know either by telephone call or email to email@example.com and it is before we have dispatched the goods then there is no charge. If the pallets have already been dispatched then we will need to pass on the delivery costs back to the warehouse and re-stocking fee of £50 + VAT.