Pallet Delivery

Delivery included for most of mainland England and Wales. A small surcharge applies for other areas.

Access to Property

Deliveries are contracted to kerbside only. Delivery onto the property is at the discretion of the haulier.

Standard deliveries are done on an 18 tonne vehicle measuring 2.8m wide x 4m high x 11m long (including the tail lift)  The delivery onto the property will be done on a pallet pump truck if possible and at the discretion of the haulier.

Restricted Access Icon

Restricted Access

The use of restricted access vehicles, is to make delivery to the kerbside of the property - NOT onto the property. (Please note that sometimes it will be a 12 tonne vehicle depending on vehicle availability). Please tick the restricted access box on the checkout form, only select this option where it is absolutely necessary. The delivery depot reserves the right to assess the road access to the kerbside of the property and supply a vehicle they deem appropriate.
Vehicles have 'curtain sides' which are susceptible to tears from encroaching trees and shrubs.

Please note that overhanging branches need to be taken into account for restricted access.

Restricted Access Icon

Restricted Access Vehicle Load

Please note that the maximum delivery on a restricted access vehicle is 960KG . Larger orders will be despatched on an 18 tonne vehicle.

Vehicle size is approximately 2.8m wide x 3.4m high x 7.5m length (9.3 with tail lift) – about the size of a refuse vehicle with a crusher.



All vehicles require a level surface for unloading - all wheels need to be level to operate the tail lift

The pallet pump truck has very small wheels and cannot move on these surfaces as the wheels get trapped when they sink into the soft surfaces

The pallet truck cannot be controlled on slopes due to the weight on the pallet. Pushing almost 1 tonne up a slight gradient is not possible for 1 man.

No Grass

No Slopes

No Gravel

No Lips


Please ensure that you provide a contactable phone number during deliveries. When customers are not contactable, this may result in pallet being returned to the depot

Please note that there will be a redelivery charge of £20+VAT/pallet for each additional delivery attempt if there is no one able to receive the delivery or the delivery is unable to be left safely! It is YOUR responsibility to ensure the delivery point is suitable for delivery as per these instructions! Give us a call if you're not sure


Should your order need to be returned/cancelled, please be aware that a charge of £40+VAT/pallet may apply

Standard Delivery

These deliveries should arrive within 4 working days. This may extend to 5 working days in busy periods (Excluding Highlands and Islands

Book In

This is a free service where the depot telephone the customer and arrange a suitable delivery date.

Premium Delivery

Provided customers order prior to 4 pm on a working day delivery will occur on the next working day. This service is subject to an additional fee calculated on checkout

Timed Delivery

An order will be delivered at a specific time (between 10am and 4pm). Delivery can arrive 30 minutes before or 30 minutes after the set time. (This may extend during peak delivery periods) Cost £20.00

AM Delivery

If the customer requires delivery in the morning – Cost £18.00

Peak Periods

Please note: Last order dates are advertised online during Peak Periods (Pre-Christmas, etc.) We are unable to refund customers for any premium delivery charges, if orders are placed after these dates.

Shipping Surcharges

Over 80% of our customers will have a free (included) delivery. See our Delivery Surcharge page to see if your postcode has a surcharge applied to it.

Bagged Pellets

Bagged product (Wood Pellets, wood briquettes) come on a 1m x1.2m pallets. They come in 3 heights depending on product size: 1.65m, 0.9m and 0.5m tall

Full Pallet

1/2 Pallet

1/4 Pallet

Firewood Crates

All our crates are on 1.1m by 1.08m bases. Full crates are 1.26m tall, Large's are 0.9m tall.

Full Crate

Standard Crate

Our Full crates are 1.26m tall, and 1.1m x 1.08m wide. This gives them additional stability without sacrificing volume as we are now able to get 4 rows of the same size logs into each crate! The Standard crates are 0.8m tall and 1.1m x 1.08m wide.

Parcel Delivery

Orders placed through our lighting quick White Horse Express store will be instantly dispatched the same working day with arrival due the following working day. All of this is available for just £4.95 or FREE when you spend more than £40. Additionally, White Horse Express is also providing further shipping options such as Next Working Day AM / Saturday & Sunday delivery / Saturday & Sunday AM delivery.

Combined Pallet & Parcels Orders

When ordering a pallet of wood pellets, firewood & briquettes from White Horse Energy you also have the flexibility to add any single unit product purchased from White Horse Express to your order. To limit the number of deliveries & transport our website will default your express or to be added to your pallet order. This will mean your order's ETA will be the speed of service selected with your pallet order. 

Delivery Surcharges

White Horse Energy prides itself on providing as cost effective a delivery solution as possible to all customers. In some areas of the UK we are forced to implement a surcharge for pallet delivery. Over 85% of our customers receive a surcharge free delivery experience, and we are committed to reducing those surcharges across the board.

UK delivery map displaying surcharge areas

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