Shipping policy
Last updated: October 2025
At Essex Log Burners Ltd (Company No. 14622133, VAT No. 436 6079 78), we take full responsibility for the safe and timely fulfilment of every order placed through our website www.essexlogburners.co.uk.
Orders may be dispatched from our Wickford Trade Counter (Trading Address: Unit 28A, Alpha Garden Centre, London Road, Wickford, SS12 0JX) or a trusted UK distribution warehouse. Regardless of dispatch location, Essex Log Burners remains your sole point of contact for processing, delivery, and after-sales support.
1. Delivery Areas
-
Free standard delivery on orders on/over £250.00 covers mainland UK addresses.
-
£20.00 shipping on orders under £249.99
-
All prices are Exclusive of VAT, VAT will be calculated at Checkout.
-
We currently do not ship to Certain locations (including Northern Ireland, Isle of Wight, Isle of Man, Channel Islands, Isle of Sheppey, Scottish Highlands, and other offshore/island locations) and do not have shipping methods available at checkout for these locations.
We DO NOT Ship Outside the UK. -
Customers in these areas should contact us at 📞 01268 744555 or 📧 info@essexlogburners.co.uk to discuss delivery options.
2. Shipping Charges
-
Free standard delivery on orders on/over £250.00 covers mainland UK addresses.
-
£20.00 shipping on orders under £249.99
-
All prices Exclusive of VAT, VAT will be calculated at Checkout.
-
We currently do not ship to Certain locations (including Northern Ireland, Isle of Wight, Isle of Man, Channel Islands, Isle of Sheppey, Scottish Highlands, and other offshore/island locations) and do not shipping methods available at checkout for these locations.
We DO NOT Ship Outside the UK. -
Any applicable charges will be displayed at checkout before payment is completed — no hidden costs apply.
3. Delivery Timeframes
-
Standard delivery is 2–5 working days, subject to stock availability.
-
Extended lead times may apply for back-ordered products.
-
In accordance with the Consumer Rights Act 2015, all goods will be delivered within 30 days unless a longer timeframe has been agreed in writing.
-
If an item is unavailable, you will be notified and given the option to:
-
wait for restock,
-
accept an alternative, or
-
cancel for a full refund.
-
4. Delivery & Collection Options
-
Large items (such as stoves) are delivered on pallets (kerbside only).
-
Smaller items and accessories are delivered by courier.
-
Customers will receive a dispatch confirmation and tracking details once the order has been shipped.
-
Collection from our Trade Counter: Unit 28A, Alpha Garden Centre, Wickford, SS12 0JX.
-
Ready within 24 hours (stock-dependent) Mon–Fri 9:00–16:00; we’ll email when it’s ready.
-
Bring your order number and photo ID. We’ll hold orders for 7 days before refunding.
5. Split Deliveries
-
Orders containing multiple items may be dispatched separately depending on stock location.
-
Customers will be notified if multiple deliveries are required.
-
No additional delivery charges apply for split deliveries.
6. Delivery Notes & Requested Dates
-
Customers may provide delivery notes at checkout (e.g. access restrictions, limited hours).
-
Customers may request a preferred delivery date. While we cannot guarantee availability, we will always do our best to accommodate.
7. Premium Delivery Options
-
Next Day Delivery may be possible depending on stock levels and location. Please contact us before placing your order.
-
Same Day Delivery may be possible in select cases (subject to location and stock). Please call 📞 01268 744555 to discuss.
8. Order Processing
-
Orders are processed Monday to Friday (excluding bank holidays).
-
Orders placed before 2pm are usually processed the same working day, subject to stock.
-
Orders placed after 2pm will be processed the following working day.
-
Customers will receive an email confirmation once the order has been processed.
9. Failed / Missed Deliveries
If delivery cannot be completed due to:
-
no one being present,
-
unreported access issues, or
-
refusal to accept kerbside unloading,
…a redelivery fee may apply. We will always contact you before re-attempting delivery.
10. Packaging & Pallet Disposal
-
Goods may be delivered on pallets or with protective packaging.
-
These materials are non-returnable; customers are responsible for safe disposal.
11. Damaged or Incorrect Deliveries
-
Please inspect your delivery immediately upon arrival.
-
If items arrive damaged or incorrect, contact us within 48 hours with photographs.
-
We will arrange a replacement or refund in line with our Refund Policy.
- This does not affect your statutory rights.
12. Reservation of the Right to Cancel Delivery
In rare cases, unforeseen supply issues or access restrictions may prevent us from fulfilling an order. Customers will be notified promptly and issued a full refund.
If Essex Log Burners fails to deliver within the stated timeframe, customers have the right to cancel the order and receive a full refund.
13. Environmental Responsibility
We are committed to minimising the environmental impact of our deliveries.
-
We work with trusted partners to optimise transport routes and reduce road miles.
-
Pallet and packaging materials should be recycled wherever possible.
📌 Responsibility Statement
From the moment you place an order with Essex Log Burners, we are your single point of contact for order processing, delivery, and after-sales support.
📞 Questions? Call us at 01268 744555
📧 Email: info@essexlogburners.co.uk
🕒 Support available Monday–Friday, 9am–4pm
