01285 402 000

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Crated firewood is stacked in order to maximise the amount of wood squeezed into a particular space. Wood sold in 'bulk bags' is loose filled. According to AEBIOM (the European Biomass Association) one should multiply the stacked volume by 1.7 to arrived at the equivalent loose volume. 

Have a look at our great info page on Loose Volume's here.
If there are ever any issues with a delivery, please get in contact with our customer service team us ASAP at sales@whitehorseenergy.co.uk. We will reimburse for any loss of product, if you are able to take some photo's that helps us understand how we can prevent damages happening in the future.
Your order will be delivered on a pallet. Rather than forcing you to give that pallet back when your order is delivered, that pallet is included with your order. If you'd rather not have the pallet hanging around, try giving it back to the haulier on your next order - they don't guarantee to take the pallet off you, but most canny drivers will as they can earn a good few £'s dealing in second hand pallets! If that doesn't work and you don't want to use (or burn) the pallet, try googling a local pallet company - most will happily come and collect a few pallets from you for free.

If it's a firewood order we can heartily recommend the crate as a source of free kindling!

Unfortunately we are not able to arrange the collection of your used packaging materials.

We can deliver throughout the UK. Most of the orders for mainland England and Wales include delivery.

Unfortunately, due to costs passed on to us by the delivery company we now have to charge for deliveries to some postcodes in more outlying areas. If you do live in the Highlands, Islands, and some parts of Cornwall and  Wales, the delivery charge on your order will be displayed in the shopping cart.

View our delivery surcharges page for more information 

Once credit has been put on your account, you will receive and email to confirm this. Alternatively, on the website, once logged in, you can view any credit you may have by clicking on My Account and then the Credit tab
Our delivery partner provide a kerbside delivery service. This means that your order will be left at the point where your property meets public property. However, our drivers usually go above and beyond to ensure that our products are in the best location for the customer as possible, and it always helps to be in on the day of delivery.

For more information get in tocuh with our helpful customer service team:
01285 402 000
We aim to have all orders delivered on the third or fourth working day, provided your order is received before 4pm on the first working day. So, for example, if you order at 2pm Monday, you should expect your order to arrive on Wednesday or Thursday. Most of our orders are delivered within that time frame however, due to the nature of delivery services we cannot guarantee our couriers will deliver within an exact time frame.

Over 80% of our customers will receive a free (included) delivery. However, some areas on the periphery of the nation may experience a small surcharge.

View our Delivery Surcharge page to see if your order will have a surcharge applied to it. Alternatively the system will show the shipping surcharge at the order summary stage of checkout.

If in doubt, give the office a call on 01285 402 000 and we would be glad to help.

Once you have added all the items to your basket, continue through to the checkout. At the order summary stage, where you will be agreeing to our terms and conditions, there will be a box labelled 'Discount Coupon'. Insert the coupon in here and then click apply.

We can offer a number of different types of delivery service. To make sure your delivery gets there when you want it and expect it. Have a quick look through the various options below!

Standard Delivery

Standard deliveries are usually made within 3 or 4 working days of your order being placed. So, if you order on a Monday, you should receive your order on Wednesday or Thursday. To take full advantage of this please ensure that you place your order before 4pm on any working day.

Most of our deliveries are within this time frame however sometimes it can be a little longer during busier periods.

Would you like a phone call before/Book in?

If you would like be phoned by the delivery company before your order is sent to you, please select Book In Request. This is a free service within our Standard Delivery option.

Please be aware that if you select this, the delivery company will phone you before your order is sent out and if they are unable to contact you it could delay your delivery because they will not send it until they have spoken to you.

If you would like to request a phone call an hour or so before delivery, please enter this in the Order Notes box at step 4 of the checkout. Please note, we cannot guarantee that the driver will call you beforehand, it is just a request.

Options Not Included With Standard Delivery

Next Day Delivery

This is available for an extra charge depending on your postcode. If you order before 3pm on a working day, our delivery team will deliver to you the next working day.

Up-to-date Next Day delivery costs can be found at Step 4 of the checkout process by clicking on the Shipping drop-down box.

AM Delivery

If you would prefer to have your delivery in a morning, we can arrange this for an extra charge. This option is not available online. If you would like up-to-date information on this cost or to arrange a morning delivery please contact us with your postcode.

Timed Delivery

If you would like your order delivered at a specific time, please contact us with your postcode for an up-to-date cost. Timed deliveries take place at a specific time on a specific day between 10am and 5pm however it is important to allow 30 minutes either side of that time for delivery. This option is not available online but can be arranged with us over the phone.

Saturday AM Delivery

If you are not available on a weekday to take delivery it is possible to arrange a Saturday delivery. This option is not available online. If you are interested in this please contact us with your postcode for an up-to-date cost. Saturday deliveries would be made to you between 8am and 12noon.
Call or email us at the earliest convenience. If we catch it before it has left the depot there will not be any charges for changing the delivery route. However once it has left the warehouse, it is more difficult and we may have to move the order to another local depot which could mean charges.
On the day of delivery you will receive an email from our delivery partner Palletways. This email will have a bespoke link taking you to a tracking portal allowing you to monitor the progress of your order & providing an ETA.

Please note this email is generated in the early hours of the morning of delivery
We hope this never happens, but in the case that it does, get in touch with our customer service team & we will provide you all the necessary details to create a claim with the delivery depot.

As we use a 3rd party delivery complany, all liability lies with the haulage company & so a claim will be dealt with directly with the delivery depot.
This option will mean you'll be phoned by the delivery depot before your order is sent to you, please select ‘Book In’ Request on the order summary page. This is a free service within our Standard Delivery option.

Please be aware that if you select this, the delivery company will phone you before your order is sent out and if they are unable to contact you it could delay your delivery because they will not send it until they have spoken to you
Wood moisture content is a very subjective measure. Some suppliers will quote an external moisture content, some will quote an internal moisture content (i.e. the moisture content of a log measure in the middle of a newly split log). We quality control all batches of our logs when they leave the supplier and again when they enter our warehouse to ensure that you can be confident that the wood we supply is the best possible for your fire.
Typically all our wood's external moisture content will be in the range of 12-17%, while your averaged sized log's internal moisture content will be in the region from 17-25%.
Pre orders allow you to place an order before we have replenished the stock. We will display an "available from" date next to the product. 

On the date we receive stock we will dispatch immediately & your order will arrive as per the arrival date on your invoice. 
Unfortunately not. It is the customers responsablity to unpack their order. We make use of a pallet company to deliver our products, hence your order will come on a pallet which will be lowered to the ground and placed in a convenient location, subject to appropriate access and ground conditions. Where access or ground conditions are inappropriate the delivery will be made to 'kerbside' only.

For more information view our delivery page
When we hear of issues relating to performance with Wood Pellets they invariably come down to one of two problems: Dodgy boiler or poorly stored pellets! The vast majority of burning related issues tends to be a boiler that require servicing or cleaning. After that if we hear of an issue it tends to be that the pellets have been stored for a long time in less than suitable conditions – wood pellets really need to be stored in dry conditions. Because all wood pellet bags have micro pore holes in them to allow the contents to settle they will, if left in dank conditions, absorb moisture after a while. Our most troubling case so far was a pallet of pellets stored in a dry garage over the summer that had a moisture content reading of over 12% Only when we visited the premises did we discover that there was a tumble dryer in the same garage, spewing out moisture at the pellets! If you are intending to keep pellets for a long duration (over the summer say) please ensure that they are kept somewhere very dry. If in doubt order a half pallet at the end of winter!