Shipping and Delivery Policy

Last updated: 1 August 2026

This policy explains how Ravensby Firewood delivers orders, what customers should expect on delivery day and their responsibilities when arranging access.

This policy should be read alongside our full Terms and Conditions. Nothing in this policy affects your statutory rights.

1. Delivery areas

Ravensby Firewood provides different delivery services depending on the product ordered and the customer’s location.

These may include:

• local delivery using our own vehicles;
• crane delivery of bulk bags;
• loose-tipped firewood delivery;
• local delivery of Grab Nets and Heat Logs;
• palletised delivery through an independent pallet network or courier;
• island or remote-area delivery through third-party carriers.

Available products, delivery charges and delivery options will normally be shown at checkout or confirmed before the order is accepted.

Some products may only be available within selected delivery areas.

2. Delivery charges

Any applicable delivery charge, remote-area surcharge or optional service charge will normally be shown before checkout is completed or confirmed separately with you.

Additional charges may apply where:

• a smaller courier vehicle is requested;
• delivery is to a remote or island location;
• redelivery is required;
• a delivery fails for a reason within the customer’s reasonable control;
• additional handling, storage or return transport is required.

3. Delivery dates and times

Delivery dates and arrival windows are provided in good faith but are estimates and are not guaranteed unless we expressly confirm otherwise in writing.

Deliveries normally take place between:

08:00 and 17:00

Estimated arrival times may change during the day.

Deliveries may be delayed by circumstances including:

• traffic;
• weather;
• road closures;
• vehicle breakdowns;
• ferry or port disruption;
• courier-network delays;
• access difficulties;
• seasonal demand;
• operational circumstances outside our reasonable control.

We will make reasonable efforts to notify customers of significant delays where possible. Advance notice may not always be available, particularly where delivery is being carried out by a third-party courier or pallet network.

A missed estimated delivery window does not, by itself, mean that delivery has failed or automatically entitle the customer to refuse the goods.

This does not affect statutory rights where a delivery date was expressly agreed as essential or another legal right to cancel applies.

4. Customer contact details

Customers must provide:

• a complete and accurate delivery address;
• a working telephone number;
• a valid email address;
• clear delivery instructions;
• details of any access restrictions or hazards;
• a safe and suitable delivery location.

Customers should monitor telephone calls, emails and messages relating to their delivery.

Ravensby Firewood will not be responsible for delays or failed deliveries caused by incorrect, incomplete or outdated customer information.

5. Access requirements

Customers must notify us before delivery of anything that may affect safe access, including:

• narrow roads, entrances or gateways;
• tight corners;
• limited turning space;
• height, width or weight restrictions;
• low bridges;
• weak bridges, culverts or private roads;
• gravel, cobbles, loose stone or soft ground;
• steep gradients;
• overhanging trees or low branches;
• overhead cables;
• walls, gates or pillars close to the access route;
• hidden drains, septic tanks, pipes or covers;
• recently laid or vulnerable paving;
• shared-access restrictions;
• any other relevant hazard or restriction.

The delivery area must be clear of vehicles, people, pets and other obstructions before the driver arrives.

Our driver or courier has final discretion over whether access, unloading or placement can be completed safely.

Where the requested location cannot be reached safely, the driver may use the nearest safe and reasonably accessible alternative.

6. Entry onto private property

Our standard obligation is to deliver to the delivery point applicable to the product ordered.

Entry farther onto a driveway, yard, garden, field or other private property is not guaranteed.

Where a customer asks a vehicle to enter private property, the customer confirms that:

• they have authority to permit access;
• the route is suitable for the vehicle’s size and weight;
• there is sufficient width, height and turning space;
• the surface and any structures beneath it can support the vehicle and stabilisers;
• all relevant hazards have been disclosed.

The driver may refuse to enter or may stop at the nearest safe delivery position.

Vehicles and crane stabilisers may mark, compress or damage:

• grass;
• soft ground;
• gravel;
• paving;
• other vulnerable surfaces.

Where access onto such a surface is requested, the customer accepts the ordinary and reasonably foreseeable consequences arising from the condition of that surface.

We will still use reasonable care and skill. Nothing in this policy excludes liability for damage caused by our negligence.

7. Local bulk-bag deliveries

Bulk bags are delivered using a crane-equipped vehicle.

We will normally place the bag on a firm, level and safely accessible driveway or similar delivery area.

Final placement will depend on:

• vehicle access;
• where the vehicle can safely stop;
• crane reach;
• bag weight;
• lifting capacity;
• ground conditions;
• stabiliser placement;
• walls, fences and other barriers;
• overhead clearance;
• the driver’s risk assessment.

Any placement or crane-reach estimate provided before arrival is approximate and cannot be guaranteed.

Placement over walls, fences or gates may not be possible.

Delivery into a garage, carport, shed or other enclosed structure cannot be guaranteed.

The driver will not carry, drag or manually reposition a full bulk bag after it has been unloaded.

Smaller Builder’s Bags may be more suitable where access or placement is restricted, although placement remains subject to safe access and driver discretion.

Our bulk bags will usually include a fitted lid to help protect the logs from the elements. During periods of peak demand, we may occasionally use open-topped bags where our usual lidded bags are temporarily unavailable.

8. Loose-tipped deliveries

Loose-tipped firewood is discharged from the vehicle at the nearest safe and suitable tipping point.

Customers must ensure that the tipping area:

• has sufficient space for the vehicle;
• is firm, level and accessible;
• is clear of people, pets, vehicles and property;
• will not obstruct a public road or pavement;
• does not require unsafe reversing or manoeuvring.

The driver is not required to tip:

• beneath low structures;
• through narrow entrances;
• onto unsafe or unsuitable ground;
• in any position where the vehicle or surrounding property may be damaged.

Where the requested position cannot be reached safely, the load will be tipped at the nearest safe and accessible alternative.

Where a tarpaulin is provided, the customer should clearly state whether the logs are to be tipped onto it or whether it is intended to cover the logs after delivery.

9. Grab Net and Heat Log deliveries

We will normally place or stack Grab Nets at the location requested by the customer where the route and storage area are safe and reasonably accessible.

Drivers will not enter living accommodation or any area they consider unsafe.

Stacking does not include:

• reorganising an existing log store;
• moving unrelated property;
• carrying goods over an unreasonable distance;
• carrying goods through unsafe access.

Where the requested storage area is locked or inaccessible, the products may be left close to the requested location. The customer will then be responsible for moving and storing them.

Heat Logs must be stored indoors or in a completely dry and weatherproof location.

If no suitable dry location is available and the customer is absent, the Heat Logs may be left in the nearest available location. The customer will be responsible for moving them promptly into dry storage.

10. Pallet and courier deliveries

Palletised products, including firewood crates, are delivered by an independent pallet network or courier.

Kerbside delivery

Pallet delivery is kerbside only.

Kerbside means the nearest safe and accessible point at which the vehicle can unload the pallet.

The courier is not contractually required to move the pallet into:

• a driveway;
• a garden;
• a garage;
• a carport;
• a shed;
• a log store;
• another storage location.

A driver may voluntarily attempt placement beyond kerbside where conditions allow. This is entirely at the driver’s discretion and is not a guaranteed part of the delivery service.

Assistance provided on a previous delivery does not create an entitlement or expectation that the same placement will be possible on a future delivery.

The customer must have the means to move, unpack or secure the goods following kerbside delivery.

Courier vehicle access

Standard pallet deliveries may use an 18-tonne rigid vehicle.

A smaller vehicle cannot be guaranteed and additional charges may apply where one must be arranged.

Customers must ensure there is sufficient:

• road width;
• height clearance;
• turning space;
• legal access;
• unloading space.

Pallet-truck requirements

Pallets are normally unloaded using a tail lift and moved using a manual pallet truck.

A flat, hard and level surface, such as suitable concrete or tarmac, is required.

Manual pallet trucks cannot normally operate safely on:

• grass;
• gravel;
• loose stone;
• cobbles;
• soft ground;
• steep or noticeable slopes;
• uneven or broken surfaces;
• high kerbs;
• steps or lips;
• areas without sufficient tail-lift space.

The courier may refuse to unload or move the pallet where the driver considers the conditions unsafe or unsuitable.

11. Unattended delivery

Where attendance is required, an adult aged 18 or over must be present.

A customer may authorise an unattended delivery by providing clear instructions for a safe location.

Unattended-delivery instructions remain subject to the driver’s assessment. The driver may refuse to leave goods where there is a risk of:

• theft;
• obstruction;
• weather damage;
• property damage;
• danger to others.

Where goods are left in a location specifically authorised by the customer, delivery will be treated as complete when the goods have been placed there.

The customer is then responsible for securing the goods and protecting them from theft and weather.

12. Failed deliveries

A delivery may be treated as failed where it cannot reasonably be completed because of:

• unsafe or unsuitable access;
• unsuitable ground or unloading conditions;
• undisclosed restrictions or hazards;
• incorrect or incomplete address details;
• nobody being available where attendance is required;
• inability to contact the customer;
• an obstructed delivery location;
• refusal to accept goods that conform to the order;
• refusal because a pallet cannot be moved beyond kerbside;
• another act or omission within the customer’s reasonable control.

No failed-delivery charge will apply where the delivery fails for a reason within our control.

Where delivery fails for a reason within the customer’s reasonable control, we may charge reasonable direct costs, including:

• the original attempted delivery;
• return carriage;
• depot handling;
• storage;
• redelivery;
• applicable VAT or fuel surcharges.

For delivery using our own vehicles, a failed-delivery or redelivery charge of £20 may apply where this reflects our reasonable costs.

A higher amount may apply where the actual reasonable cost is greater and can be explained.

For third-party courier deliveries, charges will be based on the amount charged to us by the courier or pallet network.

Any redelivery charge must be paid before another delivery attempt is arranged.

13. Refused pallet deliveries

Where conforming palletised goods are refused because:

• the courier cannot place the pallet beyond kerbside; or
• the courier arrives outside an estimated time window,

the order may be returned to the depot.

Where legally permitted, reasonable outbound delivery, return carriage, handling and storage costs may be deducted from any refund.

A missed estimated courier time does not automatically entitle a customer to refuse conforming goods or require Ravensby Firewood to absorb the return costs.

This does not affect statutory rights where:

• an essential delivery date was expressly guaranteed;
• we refuse to deliver;
• delivery is not completed within the period required by law;
• another statutory cancellation or termination right applies.

14. Damaged or missing goods

Customers should inspect their order as soon as reasonably possible after delivery.

Where possible, visible transit damage should be:

• noted on the delivery paperwork;
• photographed before the driver leaves;
• reported to us promptly.

Please provide:

• your order number;
• photographs of the goods and packaging;
• details of the damage or shortage;
• any relevant delivery information.

Asking customers to report an issue within 48 hours helps us investigate, but it does not remove statutory rights where reporting within that period was not reasonably possible.

Where goods are confirmed as faulty, damaged or misdescribed, we will provide the remedy required by consumer law and meet reasonable return or collection costs.

15. Weather protection and storage

Once goods have been delivered to the agreed or authorised location, customers are responsible for protecting them from prolonged exposure to rain and for moving them into suitable storage.

Firewood should be stored in a ventilated and weather-protected location.

Heat Logs must be stored indoors or in a completely dry, weatherproof location.

We are not responsible for deterioration caused by unsuitable storage or exposure to moisture after safe delivery.

16. Contact us

For delivery questions, access advice or changes to an existing order, please contact:

Ravensby Firewood
Mains of Ravensby Farm
Carnoustie
Angus
DD7 7RJ

Email: info@ravensbyfirewood.com
Telephone: 01241 570 169