Terms & Conditions

These Terms and Conditions apply to your use of the LogsOnline website and every order placed with LogsOnline. We’re passionate about our customers and making sure that you’re happy and so the following sets out the terms and conditions that apply to your order in what we hope is a straightforward and customer-friendly way.

Logs Online is owned by Good Wood Distribution Ltd

Key Delivery Information.

Updated 27th June 2023.

Delivery is free to most postcodes after spending £25.
We are unable to deliver to certain postcodes that have been pulled temporarily from the pallet network due to poor service, these are mainly in the Highlands.
We have to charge extra to certain postcodes in Scotland, London, Scottish Highlands and Islands.
Your delivery might be delayed in exceptional circumstances.
During the fuel crisis we experienced a very poor level of service from our delivery partners due to a huge surge in demand for firewood.
We can not be responsible if your delivery gets delayed and you have taken a day off work.
Please call us on the morning of the delivery if you need us to double-check the status of your delivery.
If you have a gravel drive we suggest you order nets so these can be booked in as a handball delivery of the lorry avoiding any problems with the pump truck getting stuck.
Delivery is kerbside, but the majority of the time, we will get your pallet delivered to your chosen location if the delivery driver deems it possible. If not possible the delivery will be kerbside.
Should you ask the delivery company to come onto your property we don't accept any liability for damages that may occur with the lorry driving onto your property or the pallet truck offloading your pallet into position.
Pre-Order dates are estimates and mean the goods are in transit to our warehouse, but these sometimes can take a week longer due to customs and driver shortages.
Pallets- The goods will be delivered on a pallet if the order is over 120kg. If you don't want to be left with pallet order boxes or nets so they can be taken off. All bulk bags and crates come with a pallet that cannot be taken away.

We have the stocks but at times the delivery network is under increasing pressure that it may not deliver to you on time. We will do our best for you at all times but please be patient. Plan ahead and give yourself plenty of time to get your orders. Pick a date for delivery and we will endeavour to get it to you on time.

Orders received after 2:00 p.m. will be despatched on the next working day and we will book your delivery on the service chosen, but the delivery may in exceptional circumstances take longer.

We aim to deliver all orders under 100kg the next working day before 12 Monday - Saturday. Our delivery partner is performing very well at the moment so most deliveries arrive on time.All orders over 100kg are booked with Palletways on a 2-3 day service, you can select a date that suits you best at checkout and we will do our best to meet your request.

Delivery is free to most postcodes on all bulk orders over £99.00 when delivered via our national delivery network to. Some postcodes in the highlands, London and the islands will incur an extra charge at checkout based on weights, this is the extra we are charged to get the order to you.

Express Next day delivery service is available for UK postcodes at an additional charge of £25.00 per pallet and goods will be delivered the day after despatch and within 1-2 working days of order. This will be delivered on your chosen day between 9.00 a.m. and 5:00 p.m. You will receive an email to confirm that it has been despatched – it will then be delivered the following day as an ‘open booking’, but you will NOT receive a further call.

Saturday Delivery is available on all orders under £100. For larger orders over £100, there is an additional charge of £25.00 per pallet. But orders must be received by Friday 11:00 a.m. otherwise they will be delivered the following Saturday. N.B. Saturday deliveries WILL NOT BE BOOKED IN, they will just appear on your chosen day and will be delivered between the hours of 8.30 a.m and 1.00 p.m.

Subscriptions Key Terms and Conditions

You must be over 18 years old.

You have the right to cancel at any time.

We will prioritise your orders and if possible reserve the stock for your next orders.

If the product becomes no longer available or the price rises by more than 10% due to supply chain issues we reserve the right to cancel the subscription. For example this year the supply of ash is looking uncertain and that might mean we can no longer offer that specie of hardwood.

The money will be collected automatically from your card on the chosen date of your subscription. If we are unable to collect the payment the subscription will be automatically canceled.

If we are unable to deliver due to factors outside our control we reserve the right to cancel. For example, the area you live in is no longer serviced by the pallet network.

One Tree Planted

We plant one tree for every order of over £20 of firewood ordered on our websites. One Tree Planted for more information.

Logs Stores and Garden Furniture Terms and Conditions

Delivery.

We deliver all of our own furniture through our own white glove delivery service. Our drivers will help you through the whole process, placing the product in your garden and assembling furniture right there for your convenience.

Delivery lead times vary by product. Expect delivery within 5 working days for accessories/covers and 7-14 days for all other products. You will receive an email/text with an exact delivery date once your order is placed.

For the most up-to-date shipping costs, please add the items to your cart and the cost will be automatically generated at the checkout.

All postcodes listed below are subject to a delivery surcharge.

Please email for up-to-date surcharges.

IV , KW , >PA 20's , >PH 20's , AB , DD

Please email us for more information regarding deliveries [email protected]

*Please note, we currently only ship to UK & Ireland addresses.

Returns.

All items may be refunded until 14 days after the purchase date.

If the product purchased is faulty, damaged or incorrect, we may offer you a repair, exchange or refund as appropriate. If any services we provide have not been performed properly, we may offer to re-perform the services or refund you some or all of the price of the services.

Returns address:

Our Contract with you

When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) have been delivered to you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price or similar or we simply can’t get hold of the product you need. In the event of these circumstances, we will refund you any price you’ve paid to us. Please note that we reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.

Availability

We complete lots of deliveries a week and so we have to rely on a computer system for our stock control. Computers are better than people at this stuff, but they occasionally get it wrong. If we get this wrong we will tell you as soon as we know and we will try to sort it out for you.

Our products

The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. The packaging of the product may vary from that shown in images on our website. Being a natural product, there will be natural variations, but the parameters of each product’s specification are clearly shown on the website and may periodically be reviewed and amended by us.

Things Beyond Our Control

We will not be liable or responsible for any failure to perform or delay in the performance of, any of our obligations under these terms caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and include, in particular (without limitation), the following:

Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or

Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or adverse weather; or

Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or

Impossibility of the use of public or private telecommunications networks

Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.

Our Liability to You

Here at LogsOnline, we strive to deliver great service to every customer. We also like to be honest and fair in all we do, so we acknowledge that sometimes mistakes happen. If a circumstance arises where we are accountable for a mistake, we want to ensure that we take full responsibility.

We are not liable for any loss of profit, loss of business, business interruption or business opportunity.

We do not exclude liability for the following heads of loss:

Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.
Fraud or fraudulent misrepresentation.
Breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession).
Breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples).
Defective products under the Consumer Protection Act 1987.

Customer Reviews

Any customer reviews of the products we sell are the opinions of our customers and do not form part of the specification or description of the product. We shall not be liable if any of the information contained in a customer review proves inaccurate.

You acknowledge and agree that:

The copyright in the photos, videos, data and text used on our website belongs to us or our suppliers and the general look and feel and format of our website belongs to us. You are permitted to use this material only as expressly authorised by us or our suppliers.

We are entitled to change or amend our website without giving you notice (but the terms and conditions applicable when you placed your order will continue to apply to those products).

Payment

You won’t be surprised to learn that you can pay with more or less any type of credit/debit card. This includes Maestro, Delta, MasterCard, American Express or Visa cards and we do all we can to ensure your details are secure. We also accept PayPal on all online orders, and this doesn’t cost you any extra. If there are any problems with receiving payment we’ll let you know.

Your rights to end the contract

Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing when you decide to end the contract and whether you are a consumer or business customer. If you are a consumer then for products bought online you have a legal right to change your mind within 14 days of receiving the goods and receive a refund.

You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.

If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

The products do not meet the specifications shown on our website at the time of order. In this instance, we offer a Money-Back Guarantee and shall arrange for the collection of the goods at our own costs and a full refund;
We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
There is a risk supply of the products may be significantly delayed because of events outside our control;
We have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one month; or
You have a legal right to end the contract because of something we have done wrong.
Even if we are not at fault and you are not a consumer who has a right to change their mind, you can still end the contract before it is completed, but you may have to pay us compensation.
If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the nett costs we will incur as a result of your ending the contract

How to end the contract with us (including if you are a consumer who has changed their mind)

To end the contract with us, please let us know by doing one of the following:
Call customer services on 03332203413 or email: [email protected]
Please provide your name, home address, details of the order and, where available, your phone number and email address.
Email or write to us at the address above, including details of what you bought, your order number, when you ordered or received it and your name and address. We suggest you ring first to discuss the issue.
If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them or allow us to collect them from you. Please call customer services on 03332203413 or email us at [email protected] for a return label or to arrange collection.

We will pay the costs of return:

if the products are faulty or misdescribed; or
If you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return which is circa £45 per pallet
If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.
If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
We will make any refunds due to you as soon as possible and in any event, within 14 days of your telling us you have changed your mind
Our rights to end the contract
We may end the contract for a product at any time by writing to you if:
You do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due, or you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
We may write to you to let you know that we are going to stop providing the product. We will let you know at least 7 days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

How We May Use Your Personal Information

We will use the personal information you provide to us to:

Supply and deliver the products. Process your payment for such products. Inform you about similar products or services that we provide, but you may stop receiving these at any time by contacting us.

You agree that we may pass your personal information to our delivery agents or credit reference/fraud prevention agencies and that they may keep a record of any search that they do. We will not give your personal data to any other third party without your consent.

Telephone calls may be recorded for training and monitoring purposes.

If you attempt to make a payment but there is an error or delay in processing, we may use this information submitted to contact you to complete your order.

General

The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English courts.

If you require any further information please contact us at [email protected]