Delivery Information

We currently ship to addresses within the United Kingdom only.

Delivery Times
Orders are processed Monday–Friday (excluding bank holidays). Once dispatched, your order will usually arrive within 2–5 working days.

During busy periods, delivery times may be slightly longer. You will receive a confirmation email once your order has been shipped.

Delivery Costs
Delivery charges are calculated at checkout based on the size and weight of your order. Any promotional free-shipping offers will be clearly displayed across the site when available.

Missed Deliveries
If a delivery attempt is missed, the courier will leave instructions for rearranging delivery or collecting from a local depot. Please follow the courier’s guidance to avoid delays.

Returns & Refunds Policy

We want you to be completely happy with your purchase. If you change your mind, you can return your order within 14 days of receiving it.

Changing Your Mind
If you’d like to return an item, please let us know within 14 days of delivery by emailing onlineorders@ukpellets.co.uk with your order number. Once you’ve told us, you’ll have a further 14 days to send the item back to us.

Condition of Returned Items
Items should be returned in their original condition, with all packaging and accessories included. You may handle the item to check it, but it must not be used or damaged. If the item shows signs of use or handling beyond what’s reasonable, we may reduce the refund to reflect this.

Refunds
We will process your refund within 14 days of receiving your return. Refunds are issued to the original payment method. Delivery charges will be refunded at the standard delivery rate.

Return Costs
Unless the item is faulty or incorrect, you are responsible for the cost of returning it to us.

Faulty or Incorrect Items
If your item arrives faulty or is not what you ordered, please contact us as soon as possible at onlineorders@ukpellets.co.uk. We will arrange a repair, replacement or refund as appropriate and ensure you are not charged for returning the item.

How to Send Your Return
Please email us with your order number and reason for return. We will provide the returns address and any instructions. Items remain your responsibility until they reach us, so we recommend using a tracked service.

Need Help?
If you have any questions about returns, refunds or exchanges, please contact us at onlineorders@ukpellets.co.uk.