Find answers to some of the most common questions about our firewood, kindling, ordering and delivery service.
These Terms & Conditions govern the use of the OAK & ASH website and the supply of firewood, logs, kindling and related products and delivery services.
By using this website or submitting an order request, you acknowledge that you have read and understood these Terms & Conditions and agree to be bound by them.
These Terms & Conditions apply to all orders placed through the OAK & ASH website unless otherwise agreed with you in writing.
OAK & ASH is a firewood and kindling supply and delivery business.
Our business provides firewood, logs, kindling and other related products to customers within our designated delivery area.
Our full business details, including our legal trading entity, registered address and contact information, should be provided on this website or on your order confirmation.
You may use this website for lawful purposes only.
You must not use this website:
We make reasonable efforts to ensure that product descriptions, photographs, measurements and other information displayed on this website are accurate.
However, natural products such as firewood and kindling will naturally vary in appearance, shape, size, colour and species.
Product photographs are for illustrative purposes only and may not represent the exact products supplied.
Individual logs may vary in length, diameter and shape. Unless specifically stated otherwise, stated dimensions should be considered approximate.
Product availability is subject to stock levels and may change without notice.
Where a product is described as "Ready to Burn", the product is intended to comply with applicable Ready to Burn requirements at the time it is supplied.
Firewood may naturally absorb moisture after delivery if it is stored incorrectly or exposed to prolonged wet weather.
Customers are responsible for storing firewood appropriately after delivery. We recommend storing logs in a dry, well- ventilated location, protected from prolonged exposure to rain and raised from damp ground where possible.
OAK & ASH cannot be held responsible for changes to the condition or moisture content of firewood caused by unsuitable storage after delivery.
Product prices displayed on the website are subject to change without notice.
The price displayed at the time an order request is submitted may not constitute a final contract price until the order has been reviewed and confirmed by OAK & ASH.
Unless otherwise stated, delivery charges are additional and may vary depending on the delivery address, quantity ordered and delivery requirements.
Any applicable delivery charges will be communicated to you before your order is confirmed.
We reserve the right to correct pricing errors or inaccuracies on the website.
Submitting an order request through the website does not automatically create a binding contract for the supply of goods.
An order request is a request from you to purchase the selected products.
Once your order request has been received, we may contact you to confirm:
Your order will only be considered accepted once OAK & ASH has confirmed the order with you.
We reserve the right to refuse or cancel an order request where reasonably necessary, including where:
Where an order is cancelled by us after payment has been made, any applicable refund will be arranged in accordance with applicable consumer law.
Payment arrangements will be confirmed with you when your order is accepted.
Depending on the order and payment method available, payment may be requested before delivery, at the time of delivery or through another agreed payment method.
Goods remain the property of OAK & ASH until payment has been received in full, where permitted by law.
We reserve the right to withhold delivery where payment has not been received as agreed.
We deliver within our designated delivery area as shown on our website or confirmed with you.
Delivery availability may depend on the exact location, road access, vehicle access and the quantity of goods ordered.
We reserve the right to decline delivery to locations that are outside our normal delivery area or where delivery cannot be completed safely.
Delivery dates and estimated delivery times will be agreed with you wherever reasonably possible.
Any delivery date or time provided is an estimate unless expressly confirmed as a guaranteed delivery appointment.
We will make reasonable efforts to deliver within the agreed timeframe.
We are not responsible for delays caused by circumstances outside our reasonable control, including severe weather, traffic, road closures, vehicle breakdowns or other unforeseen events.
If we expect a significant delay, we will make reasonable efforts to contact you.
Customers are responsible for ensuring that suitable and safe access is available for delivery.
You should inform us in advance of any access restrictions, including:
If our delivery vehicle cannot safely access the requested location, we may need to leave the delivery at the nearest safe and accessible point.
We reserve the right not to enter private property where we reasonably believe doing so would be unsafe or could cause damage.
Unless otherwise agreed, delivery consists of transporting the goods to an accessible location at or near the delivery address.
We will make reasonable efforts to place firewood in a location requested by the customer, subject to safe access and practical limitations.
We cannot guarantee placement in garages, sheds, homes or other enclosed areas unless specifically agreed in advance.
Customers should ensure that the requested delivery area is clear of vehicles, furniture, garden equipment and other obstructions.
If delivery cannot be completed due to circumstances that are reasonably within the customer's control, we may charge a reasonable additional delivery or redelivery fee.
This may include situations where:
Customers should inspect their delivery as soon as reasonably possible after receiving it.
If there is an obvious issue with the quantity, product or condition of the goods, please contact us as soon as possible.
Where possible, photographic evidence may be requested to help us investigate a complaint.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.
Because firewood and kindling are natural products that may be delivered in bulk or loose quantities, returns may be subject to practical limitations.
If you wish to cancel an order, please contact us as soon as possible.
Where applicable, consumers may have cancellation rights under the Consumer Contracts Regulations 2013. Certain exceptions may apply depending on the nature of the goods and whether the goods have been personalised, mixed, altered or supplied in a way that makes them unsuitable for return.
Nothing in these Terms & Conditions is intended to remove or restrict any statutory cancellation, refund or consumer rights that cannot legally be excluded.
If you believe that your order is faulty, damaged, materially different from what was ordered or otherwise does not meet applicable legal requirements, please contact us promptly.
We will investigate the issue and, where appropriate, offer a repair, replacement, refund or other remedy in accordance with your statutory rights.
Natural variations in firewood, including differences in size, shape, colour, grain and appearance, are not necessarily considered defects.
Where firewood is sold by volume, weight, bag, crate, load, bundle or another stated measurement, the relevant measurement will be identified in the product description or order confirmation.
Natural firewood is irregular in shape and individual pieces may vary considerably.
Where products are sold by volume, the stated volume refers to the applicable measurement method used by OAK & ASH.
Customers should not assume that a stacked volume is equivalent to the same volume of loose-loaded firewood.
Customers are responsible for:
Firewood and kindling are intended for use as fuel in suitable appliances and fires.
Customers are responsible for ensuring that their stove, fireplace, chimney or other appliance is suitable for the intended fuel.
Customers should always follow the manufacturer's operating instructions and applicable fire safety guidance.
OAK & ASH accepts no responsibility for damage or injury resulting from the misuse of firewood, kindling or other products, except where liability cannot legally be excluded.
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.
This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
Subject to the above, OAK & ASH will not be responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.
We will not be liable for failure or delay in performing our obligations where the failure or delay results from circumstances beyond our reasonable control.
Such circumstances may include severe weather, flooding, fire, vehicle breakdown, road closures, traffic disruption, industrial disputes, supplier failures, government restrictions or other unforeseen events.
Where reasonably possible, we will contact affected customers and arrange an alternative delivery date or other appropriate solution.
We aim to provide a high standard of service. If you are unhappy with your order or our service, please contact us as soon as possible.
We will investigate complaints fairly and aim to resolve them promptly.
Please provide your order details and, where appropriate, photographs or other information that may help us understand the issue.
We collect and process personal information in order to process orders, communicate with customers, arrange deliveries and provide our services.
Personal data will be handled in accordance with our Privacy Policy.
By submitting an order request, you agree that we may use the information provided for the purposes of processing and fulfilling your order and communicating with you about it.
Unless otherwise stated, all content on this website, including text, photographs, graphics, logos, branding, designs and other materials, is owned by or licensed to OAK & ASH.
You may not reproduce, copy, distribute or commercially exploit website content without prior written permission.
We aim to keep the website available and operating correctly, but we do not guarantee that it will always be available, uninterrupted or free from errors.
We may temporarily suspend or modify the website for maintenance, security updates, technical changes or other operational reasons.
Our website may contain links to third-party websites or services.
These links are provided for convenience only. OAK & ASH is not responsible for the content, availability, security or privacy practices of third-party websites.
We may update these Terms & Conditions from time to time to reflect changes to our business, services, legal requirements or website functionality.
The latest version will be published on this website.
If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision shall be considered severed from these Terms to the extent necessary.
The remaining provisions shall continue to apply.
These Terms & Conditions, together with any applicable Privacy Policy and other policies referred to on this website, constitute the terms governing your use of the website and purchase of products from OAK & ASH.
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes arising in connection with these Terms & Conditions or your purchase from OAK & ASH shall be subject to the jurisdiction of the courts of England and Wales, subject to any applicable consumer rights.
Last updated: September 2026
If you have any questions about these Terms & Conditions or your order, please get in touch with us.
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