Where do you deliver to?
Our bagged wood pellets and logs are delivered to all of mainland UK. Our bulk blown wood pellet and wood chip deliveries operate in the South East of England.
How long does delivery take?
Verdo wood pellets and UK Kiln dried log products are delivered on the second working day after the order is placed, if your order is placed before 5pm (i.e if you order on a Monday before 5pm your pellets will arrive on Wednesday). All other products will be delivered on the third working day after the order is placed, if the order is placed before 3pm.
When will my pallet arrive?
Pallets are delivered between 9 & 5 Monday-Friday. If you would like the delivery company to call you before your order arrives please state this in the order notes at the checkout and we will ask the haulage company to arrange this for you, however, it can’t be guaranteed. If you need your pallet to be delivered on a Saturday then this can be arranged, however, there is a significant charge for this service and you will need to phone the office to arrange this.
Can my pallet be delivered on a smaller lorry?
Yes. You can specify the need for a 7.5t vehicle in the order notes, at the checkout. Unfortunately this can’t be guaranteed, however, our haulage companies do their best to fulfil all requests. Please see our dedicated ‘Delivery Guidelines’ page for further information on bagged wood pellet and log delivery process.
How can I pay for my wood pellets and logs?
You can pay quickly and easily online with a debit or credit card, if you are having problems with ordering your wood pellets or logs please call the office on 08448 751320. Our bulk deliveries are quoted individually and you will be made aware of payment options at that point.
How do I get a discount coupon?
We occasionally offer discount coupons for special promotions on our wood pellets and logs throughout the year, these would be sent out in our newsletters. The discount coupon box is at the top of the checkout page. Insert the coupon code and click on Apply Coupon.
Some of the bags of wood pellets on my pallet arrived split and I have lost some of my pellets as a result, what can I do?
At LC Energy we strive to offer the best customer service and we will do our best to compensate for damage wherever possible. If the damage is visible on delivery please state this on your delivery note so that we can investigate the problem further. If you notice the damage after the driver has left then please take photos of the damage and email them to us within 24 hours. We will always look into refunding customers for any pellets that may have been lost or damaged due to split bags, however, we will require evidence of this on the delivery note or in the form of photographs within 24 hours of delivery.
Where on my property can you deliver my wood pellets or logs to?
Our pallet deliveries are made to kerbside in most cases, however, the delivery company will always try to leave the pallet in a more convenient place for you if access is suitable. Your contract with LC Energy is only to kerbside and so please note that any liability for any damages that may occur during the delivery process after that point lies strictly with our haulier. For further information on this please see our Terms & Conditions.
My order has arrived and I have received the wrong goods, can these be swapped?
Yes. If your order arrives and you notice that you have received the wrong goods please let us know as soon as possible so that we can arrange for our delivery company to swap these over. If you notice the problem when the driver is at your address please ask him to take them away and then inform us so that we can arrange for the correct pallet to be sent out the next day.
What is ENplus?
The ENplus certificate with its strict requirements stands for excellent wood pellet quality. The whole supply chain is covered by a single certification system covering production with constant testing to ensure high quality. The certificate ENplus not only fulfills the EN 14961-2 provisions, but requires even stricter quality criteria. This quality seal stands for low emissions and trouble-free heating with high energy value.