07944 093432

Frequently Asked Questions

What is the difference in a Small and Large Crate?

You will see a lot of other firewood companies using terminology such as small, large, giant, jumbo etc – we advise all customers to look at the actual dimensions, as these phrases for size do not mean the same across the board. Also, please note some companies will list their dimensions as the full crate size, which will be from the floor up, rather than the space your wood is stored. Both our crate dimensions can be found on the product page and are measured as the internal space in which your logs are stored. Therefore please check before comparing our “small crate” to another’s as the sizes are most likely different. If you have any questions please do not hesitate to get in touch.

Where do you deliver to?

We deliver our logs to the whole of Scotland, from the Highlands and Islands down to the Borders. There is a surcharge to those who fall into our Surcharge Zones (please see the next dropdown for areas) 

How much will I pay for delivery?

If your order is not in one of the Surcharge Zones listed below, delivery is included within our sale prices. 

What delivery postcodes do not qualify for standard delivery?

Please see the Free Shipping & Delivery Surcharge drop down below. When customers request delivery to one of our Surcharge Zones, a surcharge is added (per pallet). You do not need to call us about this, as any surcharges are automatically added to your order total when you check out online.

Free shipping & delivery surcharges

Our delivery pricing is determined by your postcode, and will be calculated for you at checkout time. Our free delivery and delivery surcharges are:

Free Delivery to:
EH, FK, G, KA1-4, KA8-17, KA20-25, KA29-30, KY, ML, PA1-19

Surcharge Zone 1
AB10-25, DD, DG, IV1-2, IV5, IV12, IV30-32, IV36, KA5-7, KA18-19, KA26,  PH1–2, TD
£25.00 per Pallet

Surcharge Zone 2
£45.00 per Pallet

 Surcharge Zone 3

Delivery is only available to the following postcodes on request. Please contact us before ordering if you would like goods to be delivered to the areas below:

HS, IV21-28, KA27-28, KW, REMAINDER PA, ZE

When will I receive my order?

Our products are delivered in a number of ways. All products are delivered on a pallet, and this will take place 2-3 working days after you have received your email confirmation that your product is out for delivery with one of our couriers. It is the responsibility of the pallet courier to deliver your product within these time frames. Please therefore ensure all contact details provided are correct, as we cannot take responsibility if the courier cannot reach you due to wrong information being given. 

Please call us if you do not receive an email or call to schedule your pallet(s) delivery date within 2 working days of placing your order.

All being well, the final delivery usually takes place between 3 to 5 working days from the date your order has been confirmed by us.

For products being delivered to our Surcharge Zones we aim to deliver within 5-10 working days of placing the order.

If there is any delay to your delivery, Baltic Firewood will be in touch directly to keep you up to date.

Can I have Next Day or Weekend Delivery?

We can provide Next Day or Weekend Delivery in some cases, but there is a surcharge and you must organise this by calling us. Otherwise orders are delivered on the specified date given by the courier.

Can I arrange for delivery at a specific time?

We cannot arrange specific delivery times; however, it may be possible to organise morning or afternoon deliveries, but you need to call us to arrange this. Otherwise, delivery will occur between 8 am and 6 pm. If you need to know an approximate time the driver will arrive, you may ask the courier who confirmed your delivery date, to call you on the day of delivery to give an approximate estimate (or contact us, and we will do this for you). We cannot guarantee that an approximate time will be given.

Do I need to be home to accept my order?

You do not need to be home when your order is delivered. It is therefore important that you complete any specific delivery instructions within the check out process. Otherwise we will deliver to the nearest hard standing, kerb side. If we cannot gain access to the property, we cannot guarantee delivery but contact will tried to be made with the customer to resolve. Please therefore make sure that adequate space is available for delivery. 

Do you deliver to the front door?

Our deliveries are made using lorries (not vans) which are unable to access narrow lanes and entrances. We cannot move pallets over grass or gravel, since we’re using a manual pallet lifter. Due to our courier companies insurance stipulations, they are unable to transport pallets any further than the pedestrian kerb. Whilst in the past we have been able to take deliveries up driveways, this unfortunately is no longer the case. Local deliveries in and around Kilbarchan will be made by tractor and delivered to the nearest hard standing. Again our Tractor cannot move pallets over grass or gravel.

Is it possible to collect products?

Yes, we are based at our farm in Kilbarchan and are happy for you to collect direct from the farm. Within the shop there is a collection option at check out. If you would like to collect one of our Hardwood Log Crates please contact us directly.

Will you refund my order if it is damaged?

If an order is damaged on arrival, the courier will return it to our farm on your request and provide you make a note on the delivery documents; there will be a refund or replacement due. If you accept delivery despite obvious damage, you may be required to return the products yourself. In all cases, we will provide a refund or appropriate compensation for faulty goods or goods damaged in transit. Refunds are available up to 7 days from purchase. If the product is returned to us in not a good condition and different to the refund discussed, we reserve the right to refuse exchange or refund the cost of the product.

What if I cancel my order?

If an order is cancelled or turned away (order not accepted) while the goods are in transit then a delivery charge of £50 per pallet will be applied. You must cancel an order before confirmation of delivery.

How long does a crate last?

It’s difficult to say, simply because it depends on many factors such as: frequency of heating, outside temperature, demanded inside temperature, quantity of stoves etc. However, our high quality hardwood logs last longer than softwood logs or mixed logs. Simply because we do NOT MIX our logs, they are silver birch logs only. 

How are payments taken online?

Baltic Firewood Company use Stripe for all online payments, therefore the client financial details are never shared with us. All transactions take place through Stripes secure payment portal which in turn means that your sensitive information is kept private and you are more protected against fraud. While all reasonable care is taken to protect the confidentiality of your credit card details, The Baltic Firewood Company cannot be liable if, through no fault of its own, these details are intercepted and used by third parties.

If payment is made by any of the following: MasterCard, Maestro, Visa, Visa Electron, American Express – transaction will be handled by Stripe.

If you prefer to order the goods via email or phone then other payment methods are possible: cash, cheques and BACS.

Please contact our office to check other payment options and possibilities, since it depends on delivery area.

Can I talk to someone directly?

If you need help or advice on any of our products you can contact us via email, where we will get back to you as quick as possible. If you would like to speak to someone on the phone, please call us on 07944 093 432, between 8am and 4.30pm weekdays. Outside of these hours you can leave a message and we will contact you as soon as possible.