FAQs

Is Your Timber Definitely Kiln Dried Ash

Yes we only sell 100% Kiln Dried Ash sourced from accredited sustainable suppliers - no other species mixed in

Is Your Timber Definitely Kiln Dried Birch

Yes we only sell 100% Kiln Dried Birch sourced from accredited sustainable suppliers - no other species mixed in

Is Your Timber Definitely Kiln Dried Oak

Yes we only sell 100% Kiln Dried Oak sourced from accredited sustainable suppliers - no other species mixed in

What Moisture Content Are Your Logs

Moisture Content for Kiln Dried logs is a very emotive subject & sometimes can be really difficult to quantify. When our logs come in we sample test the exterior and sides of the logs with a moisture meter and a random selection we split to read the moisture in the centre. Each crate usually contains a mixture of log sizes (all a maximum of 25cms in length) and often the smaller logs have an extremely low moisture content and the slightly chunkier can be slightly higher on the exterior, so we can only fairly and honestly give you our valued opinion of the moisture content which we believe is 10-20%. 

Read Our MOISTURE CONTENT Page For More Information

We do everything we can to ensure our Kiln Dried Logs meet and do not exceed the quoted moisture content but we can never be 100% accurate and can only give you an approximate moisture content.

What Size Are Your Logs

Our logs are all a maximum of 25cms in length and are a mixture in size - 6-12 cms at widest width which fits most stoves but this is only a guide

What Are The Crate & Bag Measurements

In each listing is the approximate Crate & Bag measurements and these measurements are the outer measurements 

Whats The Difference Between Kiln Dried Logs & Seasoned Logs

Seasoned logs have been cut & left out to dry and can take between 1 to 3 years to thoroughly dry out. Kiln Dried Logs are dried in a Kiln which is basically a large oven to extract the moisture in less than 10 days. Our kiln dried logs are cut & split to the required lengths and secured in cages where they enter the kiln, the kiln is then raised to 80 degrees and are monitored to maintain this temperature. The process can not be speeded up by raising the heat above 80 degrees because what then happens is the moisture hides in the capillaries and is trapped.

Why Is Kiln Dried Wood Better Than Seasoned Wood

In general hardwood timber it takes a lot longer to dry naturally and in the UK this could take anything up to 3 years before the logs are suitable for burning. Trying to burn seasoned hardwood that is not totally dry is the worst kind of wood to burn and you simply will not generate much heat at all. With Kiln Dried Logs they are dried in a large kiln to ensure low moisture and are ready to use straight away

Is My Delivery Free

Our delivery is Free and is dispatched on a FREE 2-3 working day service to standard areas of the UK, we don't deliver FREE to Mid Scotland, Northern Scotland, Aberdeen, Highlands & Islands, there is a delivery surcharge calculated at checkout (this surcharge is based on single units ONLY).  If you are unsure please call us on 01661 881957 0r 07802 735801. (Accessories are dispatched via Royal Mail or Courier and not on a pallet unless specified in the product)

How Do I Know If I Am In A Free Delivery Area

All of our delivery zones are on our delivery page

Can I Specify A Day For Delivery & Can I Get Next Day Delivery

Our 2-3 Working Day Service Is Free But You can also specify

Preferred Delivery Day - Select Your Preferred Day (at least 2 days in advance excludes weekends)

AM Delivery (9am-12pm) For £10 PM Delivery  (1pm-5pm ) For £10 - Saturday AM Delivery For £50 Next Working Day Delivery for £10

You can select any of these options on the checkout page with the costs clearly displayed

How Do I Pay & Is My Payment Secure

We offer SECURE online payments via PAYPAL OR CREDIT CARDS WITH SAGEPAY. With Paypal you can pay with all major credit & debit cards OR from your Paypal account. When you are directed to the actual payment screen there must be a green padlock or security symbol in your address bar confirming the credit card details you enter are only being transferred to the payment provider themselves such as SagePay or Paypal, this ensures your vital details are encrypted and you can be confident they're safe. We take payments through SagePay, the UK's leading and most trusted online payment processor and Paypal to ensure your payment details are 100% safe and secure, and we also use 3D secure technology such as Verified by Visa and Mastercard Secure Code for added protection.

If you have a Paypal account you can simply log in & pay but don't worry if you don't have a Paypal account, you DON'T NEED TO HAVE ONE, you can check out as a guest and pay with any major credit or debit card, just as you would with any card payment provider

Paypal is 100% secure and gives you first class buyer protection

SAGEPAY is safe, secure & trusted and you can pay with all major credit cards

We can also accept payments by online Bank Transfer if you contact us for details via sales@uklogsdirect.co.uk 

Can I Pay Over The Phone

Yes if you want to pay with your Credit or debit Card you can call us on 01661 881957 or email us at sales@uklogsdirect.co.uk and we will call you back

What Happens After I Place My Order

You will receive an email confirmation of your order, once received we send you an "Order Processing" email to let you know we are processing it. Then once dispatched you receive an email to let you know it is on it's way

How Will My Order Be Sent

If your order is for Bulk Bags, Barrow Bags, Nets Of Logs & Heat Logs they will be sent on a pallet and wrapped in clear pallet wrap with a clear plastic topper on the top for protection. If you order a small or Large Crate they are in their own crate & they don't need a pallet and will be wrapped in clear pallet wrap with a clear plastic topper on the top for protection. Please note we do not waste money on new pallets as we try to keep our prices low so you may get a sturdy but used pallet.

Smaller items are sent with DPD unless you have ordered with your Logs and then they will go on your pallet wherever possible. DPD is a 2-3 day service but often they arrive earlier.

Can I Cancel My Order

You can cancel any order for any reason providing it hasn't yet been dispatched, once it has been dispatched we are unable to cancel & you will need to return it at your own expense  - please be aware that our courier normally collects orders at around 4pm Monday to Friday, therefore under normal circumstances we can only reasonably cancel an order before it is dispatched and if you do want to cancel you must call us to speak to us immediately on 01661 881 957 or 07802735801.  This way we can arrange a full refund and ensure your order does not go out for delivery

Can I Return My Order

Returns for any reason (even if you just changed your mind after delivery!)

You have 14 days to return any order from the date you received it for any reason. Your order must be in the original packaging in the same condition you received it. You will be liable for the costs in returning the order if there's nothing wrong with it. If preferred we can arrange the collection through our courier (for Logs only) to help reduce your costs and deducting the cost of the return from your refund. If you were charged for delivery  or a delivery surcharge the delivery costs will not be refunded unless there is something wrong

Accessories can be returned within 14 days at your own expense

What If Something Is Wrong with My Order

If there is something wrong with your order you must contact us immediately upon receipt, we are happy to refund you in full and collect your items at no cost to yourself if you can prove to us what is wrong with your order. Please ensure if the order is damaged on delivery a note is made on the consignment delivery note with the driver upon receipt. If not noted we will assume your order was intact upon delivery. If there is a problem or an issue with your order we are happy to work with you to resolve the problem

We are always happy to resolve issues when things go wrong and we will endeavour to resolve any problems promptly and efficiently.

To Contact us call 01661 881 957 or 07802 735801 or email us at sales@uklogsdirect.co.uk

Will You Stack My Logs

Unfortunately we are unable to stack your logs on delivery as it is not the delivery drivers role. We sell pre packed convenient crates so no need to stack them and our bulk bags and barrow bags are stacked on a pallet for convenience.  Our contract is to deliver to KERBSIDE ONLY but you can find full information on our delivery page

Can I Give You Special Instructions Regarding My Order

Yes you can leave notes when you place your order or if you forget please give us a call & we will try to accommodate 

How Do I Store My Logs

Try to keep your Kiln Dried Logs in a dry environment and allow them to breathe. We suggest in your garage or log store but if protected they are safe outside

Do I Keep The Pallet After Delivery

Yes if your order is delivered on a pallet it is yours to keep, some buyers do chop it up and use it as kindling. We are unable to collect the pallets after use so they are yours upon delivery. Please note we do not waste money on new pallets as we try to keep our prices low so you may get a sturdy but used pallet.

What Is The VAT Rate On My Order

If your order is for "personal domestic use" the VAT rate is 5% and that is the rate we charge for timber & firelighting products but HMRC applies a different rate if it is not for personal use. If you are buying for non domestic use it is your responsibility to contact us as we can only assume when buying online you are a "domestic user" . Our Accessories have 20% VAT applied

Do You Share My Information With Anyone Else

NO we do not share your information with anyone else

How Can I Get In Touch With You

You can email us at sales@uklogsdirect.co.uk - you can call us on 01661881957 or 07802735801 If we are out & about or at the warehouse please leave us a message we will call you back

Do You Have A Newsletter

Yes we do, you can join on the home page of the website or join when you place an order. That way we can keep you up to date with special offers and new products

What Do Your Customers Say 

Well why not read our reviews on TRUSTPILOT written by our customers and see for yourself

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