Last updated: 27 August 2026
These terms tell you who we are, how we supply firewood to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. Please read them before placing an order. By placing an order you agree to them.
1. Who we are
We are The Firewood Company, a family run business supplying seasoned hardwood logs, premium kiln dried logs and kindling across Hertfordshire, Bedfordshire and the surrounding area. We have been trading for over 25 years.
- Trading name: The Firewood Company
- Proprietor: The Firewood Company is a trading name of James Marlow, who trades as a sole trader.
- Address for correspondence and service of documents: The Spinney, Heath Road, Breachwood Green, Hitchin, Hertfordshire, SG4 8PL
- Telephone: 07971 554 958, Monday to Friday, 8am to 5pm
- Email: orders@thefirewoodcompany.co.uk
2. These terms, and the other pages that form part of them
Our Delivery Information and Refund and Returns Policy pages form part of these terms. Where those pages give more detail on a subject covered here, the more detailed page applies.
We sell to consumers in the United Kingdom only, and only within the delivery areas listed on our Delivery Information page. We do not sell for resale.
If you are buying as a business rather than as a consumer, some of the rights described below, in particular the cancellation rights in section 7, apply to consumers only and will not apply to you. Please tell us when you order if you are buying for business purposes.
3. Our products
We supply:
- Premium kiln dried logs, dried to a low moisture content and ready to burn on delivery.
- Mixed seasoned hardwood logs, a mixture of ash, silver birch, oak, beech and hawthorn.
- Premium kindling.
Logs are cut to approximately 8 to 10 inches and supplied in heavy duty bulk bags. Firewood is a natural product. The exact mix of species, the size and shape of individual logs, and the colour and appearance of the wood will vary from bag to bag and from season to season. Photographs on this website are for illustration and the wood you receive will not look identical to them. This variation is normal and is not a fault.
Bulk bags are sold by the bag as a unit of volume, not by weight. The weight of a bag varies with species and moisture content.
4. Prices and payment
- All prices are shown in pounds sterling and are the price you pay for the goods. We are not registered for VAT, so no VAT is charged and none is shown separately.
- Delivery charges are shown separately at checkout and depend on your postcode. See Delivery Information.
- There is a minimum order of one bulk bag.
- Reduced per bag prices apply on larger orders. The price that applies to your order is the one shown at checkout.
- We take payment online through PayPal, which also accepts debit and credit cards without a PayPal account. We do not see or store your card details.
- Payment is taken when you place your order.
We try to make sure every price on this website is correct. If we discover an error in the price of goods you have ordered, we will contact you before dispatch to tell you and to ask whether you wish to continue at the correct price or cancel. If we cannot reach you, we will treat the order as cancelled and refund you in full.
5. How the contract is formed
When you place an order you are offering to buy from us. We will send you an email acknowledging that we have received it. That acknowledgement is not acceptance. A contract between us comes into existence when we confirm your delivery arrangements, either by email, telephone or text message.
We may decline an order. The most common reasons are that the goods are out of stock, that your address falls outside the areas we can reach, that access is unsuitable for our vehicle, or that we have identified an error in the price or description. If we decline your order we will tell you and refund any payment in full.
6. Delivery, access and where we tip
Full detail is on our Delivery Information page. In summary:
- Delivery is free to our core postcode areas and charged at a flat rate to a wider second band. Both are listed on the Delivery Information page.
- We will agree a delivery day with you after you order. We deliver Monday to Friday.
- We deliver to a location of your choice on your property, subject to safe and reasonable access for our vehicle. You are responsible for telling us where you want the wood left and for making sure that spot is reachable.
- You do not need to be at home, provided you have given us clear instructions and there is safe access.
- If we arrive and cannot deliver safely because access is blocked, unsuitable, or different from what was described, we will contact you to rearrange. We may charge a further delivery fee for a second attempt.
- An optional stacking service is available at £30 per bulk bag, arranged in advance.
Delivery dates are estimates given in good faith. Firewood delivery is affected by weather, ground conditions and demand, all of which are unpredictable in winter. We will keep you informed if a date needs to move.
The goods become your responsibility once they have been delivered to the address and location you gave us. Ownership passes to you once we have received payment in full.
7. Cancelling your order
Because you are buying online, you have a legal right to change your mind under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You may cancel at any point up to 14 days after the day you receive your goods.
In practice, loose firewood is difficult to return once it has been tipped. We would much rather sort a problem out than argue about it, so please just call us on 07971 554 958. How we handle cancellations, what happens to the cost of collection, and how refunds are paid is set out in full on our Refund and Returns Policy page.
8. If something is wrong with your order
Please contact us as soon as you can, and in any event within a reasonable time of delivery, on 07971 554 958 or at orders@thefirewoodcompany.co.uk. Photographs are helpful. We will put right anything that is genuinely wrong.
Nothing in these terms affects your legal rights. Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If they are not, you are entitled to a repair, replacement or refund depending on the circumstances. For detailed and impartial advice about your rights, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.
9. Storing and burning firewood safely
Firewood should be stored off the ground, under cover and with air able to circulate around it. Seasoned logs will continue to dry in good storage. Kiln dried logs are ready to burn on delivery but will take up moisture again if left uncovered in wet weather.
You are responsible for making sure your appliance and chimney are suitable and properly maintained, and for following the manufacturer’s instructions. Have your chimney swept regularly. If you live in a Smoke Control Area, you must only burn authorised fuel on an exempt appliance. We cannot advise on your particular appliance or on whether your address falls within a Smoke Control Area, and we are not responsible for damage caused by unsuitable, poorly maintained or incorrectly operated appliances or flues.
10. Our responsibility to you
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or of our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to the goods.
We supply our products for domestic and private use. If you use them for any commercial or business purpose, we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
Driveways, lawns, gravel, block paving and soft ground can be marked by a loaded delivery vehicle, particularly in wet weather. Where you ask us to drive onto or across your property, we will take reasonable care, but we cannot accept responsibility for damage to surfaces, drains, cabling or underground services that results from following your instructions. If you are unsure whether your driveway will take the weight of a loaded vehicle, please tell us before delivery and we will find another way.
11. Events outside our control
We are not responsible for delays or failures to perform caused by events outside our reasonable control, including severe weather, flooding, road closures, vehicle breakdown, fire, or failure of supply. If such an event occurs we will contact you as soon as possible and take reasonable steps to minimise the delay. If the delay is substantial you may contact us to cancel and receive a refund for any goods you have paid for but not received.
12. Your personal information
We only use your personal information as set out in our Privacy Policy.
13. Complaints
If you are unhappy with anything, please tell us. Call 07971 554 958 or email orders@thefirewoodcompany.co.uk and we will do our best to resolve it. We aim to respond within two working days. Enquiries arriving over a weekend or bank holiday are picked up on the next working day.
14. Changes to these terms
We may update these terms from time to time. The version that applies to your order is the version published on this page on the day you place it.
15. Governing law
These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales. If you live in Scotland you may bring proceedings in either the Scottish or the English courts. If you live in Northern Ireland you may bring proceedings in either the Northern Irish or the English courts.