Skip to main content

FREQUENTLY ASKED QUESTIONS

Everything you might want to know about our firewood, delivery and orders. If your question isn't here, we're only a message away.

DELIVERY

Do you offer free delivery?

Yes — delivery is free to most UK mainland postcodes, with no minimum order. A small number of remote or hard-to-reach areas may carry a surcharge, always confirmed before dispatch. Your exact cost for your postcode is shown at checkout.

How fast is delivery?

Order before 2:00pm on a working day and we dispatch the same day for next-working-day delivery to most UK postcodes. Orders after 2:00pm, or over weekends and bank holidays, are dispatched the next working day. Timescales are estimates and can occasionally be affected by things outside our control, such as weather or courier delays.

Can I choose my delivery day?

Absolutely. If the next working day doesn't suit, simply leave a note with your preferred date at checkout and we'll arrange it around you. It's also why being in for a crate delivery is easy to plan — you pick the day.

Where do you deliver?

Most UK mainland postcodes. Some remote areas — parts of Scotland, the Highlands and the islands — may be subject to longer timescales or an additional charge, always confirmed before dispatch. Your delivery cost and estimated date are calculated automatically and shown at checkout.

Will I know when it's coming?

Yes, and you won't be left waiting in. You'll receive full tracking as soon as your order is dispatched. DHL provide a one-hour delivery slot, and pallet deliveries come with a three-hour slot, so you can plan your day around it.

Do I need to be in for delivery?

For boxes and bags, no — DHL don't require a signature, so you can set a safe place through the tracking once your order is on its way, or simply ask us to do it for you. For crates, it's best to be in if you can: a pallet delivery is guaranteed kerbside, and being there means it goes exactly where you'd like it.

Where will my crate be left?

A pallet delivery is guaranteed to the kerbside. That said, Palletline hold their couriers to a high standard and they're a genuinely helpful bunch — if you're there to point them the right way, they'll always do their best to place it where you need it. Leave a note with your order and we'll pass it to the courier; more often than not, that's all it takes.

What if I'm not in when it arrives?

No trouble at all — whether it's a box or a pallet, delivery is simply re-attempted the next working day.

How is my order delivered?

We ship with DHL and HMT/Palletline, depending on the size and weight of your order. Boxes and bags arrive by courier; crates are delivered on a pallet. You'll receive tracking either way.

A question about your delivery?

Just ask me personally, at harry@mortimersfuels.co.uk - I reply the same day, usually within the hour.

The Wood

What does "ready to burn" mean?

Ready to Burn is a certification confirming firewood has been dried to a low, reliable moisture content and is fit to burn straight away. All of our wood carries it — so you can light a fire the moment your order arrives. No seasoning, no drying, no waiting.

Is your firewood kiln-dried? What's the moisture content?

Yes. Every log is kiln-dried to under 20% moisture, and often lower. Dry wood lights easily, burns hot and clean, and keeps your glass and flue clear — everything wet or unseasoned wood does not.

Does it need seasoning before I burn it?

No. Kiln-drying does the work air-drying would take a year or more to achieve. Our wood is ready to burn on arrival. Only unseasoned or air-dried logs need drying time first.

Which wood should I choose — oak or birch?

Our oak is dense and slow-burning, ideal for long, steady heat on the coldest evenings. Our birch lights quickly and burns bright and clean, perfect for getting a fire going. Many people keep both — birch to start, oak to sustain — with a little kindling alongside.

How should I store it?

Somewhere dry and airy, off the ground and sheltered from rain, with a little airflow. Kept dry, our kiln-dried logs stay in perfect burning condition indefinitely.

ORDERING

How much firewood will I need?

It depends on your appliance and how often you light it. As a guide, it's always wise to buy ahead of winter — the most popular wood is the first to go once the cold arrives.

Do you take larger or trade orders?

We do, and we're glad to. Tell us a little about what you need and we'll prepare the right option for you personally — simply contact us.

Something isn't right with my order?

It's rare, but if anything isn't as it should be, let us know and we'll put it right without fuss. Your satisfaction is the whole point.

Still need us?

If your question isn't answered here, we'll reply personally, usually within the day. Contact us.