Question 1

Which solid fuel product should I buy?

Accepted Answer

The first consideration is whether you live in a smoke control area. If you live in a smoke control area, our approved smokeless fuels range is the ideal solid fuelchoice. If your home does not fall into a smoke control area, any of our solid fuel products can be used. Next, consider the type of appliance or heater that you have. On our product pages, you can filter by your appliance type, allowing you to view all of our suitable solid fuel options. Click here for our fuel selector guide.

Question 2

How do I know if I’m in a smoke control area?

Accepted Answer

Many parts of the UK are designated as smoke control areas where smoke emissions from chimneys are banned. There are certain exceptions though, for example when using an exempt appliance, which includes some burners or stoves. Get in touch with your local council to find out if you live in a smoke control area, their environmental services department will be able to help you. In a smoke control area, you can only burn fuel on the list of authorised fuels. Our Approved Smokeless Fuels are all authorised for use in smoke control areas, so you can buy with confidence knowing that you are compliant with the rules. Further information on smoke control areas is available on the government website.

Question 3

How is the product delivered?

Accepted Answer

Given the size of our products, we utilise a specialist pallet delivery service to deliver to the address you provide us with. The size of the vehicle used makes navigating some streets difficult, for example narrow roads or streets where parked cars restrict access. If you think that access may be an issue, please contact us in advance and we will be happy to assist.

When a delivery is made, the pallet will be offloaded from the vehicle using a mobile pallet trolley (similar to those often used in supermarkets). The nature of the product means we are unable to manoeuvre the pallet trolley down steep slopes, steps, or across uneven surfaces (such as gravel or grass). Also, the delivery driver may be unable to move the pallet on a driveway, as this can result in damaging the product. In such cases, the pallet will be delivered to the kerb side.

Please ensure that someone is available on the delivery date, as where an additional delivery attempt is required, an additional charge will apply.

Question 4

Can I pick my delivery date and time?

Accepted Answer

Yes, you’ll be able to select a convenient date and time in our checkout process. No additional charge is made for deliveries made on normal working days. A charge applies for Saturday deliveries or to specify an AM or PM delivery slot in order to cover the additional delivery cost.

Question 5

Are your products manufactured in the UK?

Accepted Answer

Our manufactured briquettes are all made and packed at our processing facility in South Wales. We offer British coal mined from sites across the UK, and our wood range includes products from UK sustainable sources.

Are your products manufactured in the UK?

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