FAQ

Most frequent question - Customer

Why should I purchase wood from your company?

We provide the very highest quality kiln dried hardwood and it is available at a competitive price. Currently, it is at the best market price for retail customers. We manage the entire process, from forest to fireplace, so we have full involvement with all of the quality control procedures and are, therefore, able to guarantee the product’s quality and provide an exceptional service at each stage.

What occurs after I purchase wood from your company?

As soon as you have made your purchase transaction, you will receive two emails from us that confirm both your order and your transaction. Then, your order will be selected for dispatch. This usually happens on the same day – depending on the time of day that your order is received (the earlier the better). After the handling phase, you will receive a text message from us that confirms the delivery date. It also includes a tracking number so that you can track your consignment.

Do I Get Sent A Unique Tracking ID Code?

Yes, the moment your firewood is dispatched, your Tracking ID will be texted to the mobile number that you have given us.

What Should I Do If I Don’t Receive A Tracking ID?

Please email us and include your order ID number. (Please do not call our general service number.) We aim to reply within two business hours.

I have been sent my Tracking ID and now wish to discuss the delivery. What should I do?

You can send us an email that details your query, as we might be able to help you. Or call our delivery partners, on +40 373783936 with your Tracking ID to hand. This is important because you will need to quote it.

How do I make a complaint?

First of all, we’re sorry that you are not happy with the service you have received from us. Please send us an email, giving details of your circumstances. One of our senior team members will then deal with your situation, generally on the same day that you have contacted us.