Shipping and Delivery Policy

Last updated: 16 July 2026

This Shipping and Delivery Policy explains how Lovington Logs Ltd processes and delivers orders.

1. Contact details

Lovington Logs Ltd
Lower Broadheath
Worcester
WR2 6QQ
England

Email: lovingtonlogs@gmail.com
Telephone: 07443 881779

2. Delivery area

We currently deliver within England.

Our standard delivery service primarily covers Worcester, Worcestershire and the surrounding delivery area shown on our website.

Some orders may be available outside our normal local delivery area. Availability depends on the products ordered, quantity, delivery address, vehicle access and whether a suitable delivery arrangement can be made.

Trade, commercial and large bulk orders may be delivered further afield using our own vehicles or an independent courier or haulage provider.

We reserve the right to decline or cancel an order if we cannot safely or reasonably deliver to the address supplied. If we cancel an order for this reason, we will refund any payment made.

3. Delivery methods

Depending on the order and delivery address, goods may be delivered by:

• A Lovington Logs delivery vehicle.
• An independent courier.
• A pallet or haulage provider.
• Another suitable delivery service arranged with the customer.

The available delivery method may depend on product weight, order size, postcode and site access.

We do not currently offer customer collection.

4. Delivery charges

Applicable delivery charges will be:

• Displayed during checkout;
• Included within the product price where stated;
• Confirmed directly before accepting the order; or
• Included within an individual trade or bulk-order quotation.

Delivery charges may vary according to:

• Delivery postcode.
• Distance from our operating area.
• Order size and weight.
• Product type.
• Required vehicle or delivery method.
• Courier or haulage costs.
• Access requirements.
• Whether a timed or specially arranged delivery is requested.

All large bulk and trade orders are priced individually to include the appropriate delivery arrangements.

5. Order processing

Orders are processed as soon as reasonably possible after payment and order confirmation.

Processing and delivery times may vary according to:

• Product availability.
• Order quantity.
• Delivery location.
• Seasonal demand.
• Weather and road conditions.
• Whether the order requires bespoke preparation.
• Whether an independent courier is required.

If an order contains products with different availability dates, we may deliver them together when the complete order is ready unless otherwise agreed.

6. Delivery times

Any delivery timeframe displayed on our website or discussed with you is an estimate unless we expressly confirm that it is guaranteed.

We will make reasonable efforts to deliver within the stated or agreed timeframe. Where no specific delivery period has been agreed, consumer orders will be delivered within 30 days of the contract being formed, as required by law.

If we become aware of a significant delay, we will contact you using the details supplied with the order.

7. Delivery notifications

Where possible, we may contact you before delivery by telephone, text message or email.

Notifications and estimated arrival times are provided as a convenience and are not guaranteed. Traffic, weather, loading times and previous deliveries may affect the driver’s arrival time.

Customers must ensure that the telephone number, email address and delivery details supplied are accurate.

8. Receiving your delivery

You are responsible for ensuring that someone is available to receive the order where attendance has been agreed as necessary.

Please inspect the delivery as soon as reasonably possible and check:

• The product type.
• The number of bags, nets or other units.
• Any visible damage.
• Whether any items are missing.
• Whether the delivery materially matches the order.

Please report visible damage, incorrect products or shortages promptly. Reporting these issues within 48 hours helps us investigate with the driver or courier, but this requested period does not limit your statutory rights.

9. Delivery access

Before placing an order, you must make sure that the delivery address and unloading area are suitable for the required vehicle and delivery method.

Please tell us before delivery about:

• Narrow roads, gateways or entrances.
• Low bridges, trees, cables or height restrictions.
• Weight or width restrictions.
• Steep slopes or tight turns.
• Soft, unstable or uneven ground.
• Weak driveways, drains or inspection covers.
• Gravel, steps or restricted access.
• Locked gates, entry codes or parking restrictions.
• Any other hazard or obstruction.

Our driver or delivery provider has the final decision about whether access and unloading can be completed safely.

We are not required to drive onto private land, cross an unsuitable surface or unload somewhere that could endanger people, vehicles, property or the goods.

10. Standard unloading position

Unless expressly agreed otherwise, delivery will be made to a safe and reasonably accessible position at or near the property boundary.

Delivery does not normally include:

• Carrying products into a property.
• Moving products through a house.
• Stacking logs.
• Emptying bags into a log store.
• Moving products over steps or unsuitable ground.
• Placing products in an exact requested location.
• Returning later to reposition delivered products.

We will try to accommodate reasonable placement requests where it is safe and practical, but an exact unloading position cannot be guaranteed.

11. Bulk bags

Bulk bags will be placed only where the vehicle and unloading equipment can safely reach.

Obstacles such as walls, fences, parked vehicles, trees, cables and narrow entrances may prevent placement in the customer’s preferred location.

The reach of any lifting equipment is limited. Drivers will not lift bags over buildings, vehicles or other unsafe obstructions.

The customer is responsible for moving or storing the logs after delivery unless another arrangement has been agreed in writing.

12. Loose-load deliveries

Loose loads will normally be tipped at the safest accessible point agreed with the driver.

Customers must provide:

• Firm, level and suitable ground.
• Adequate space for the vehicle to manoeuvre and tip safely.
• A location clear of people, animals, vehicles and vulnerable property.
• Any necessary permission to use the road, driveway or unloading area.

Once tipping has begun, the load generally cannot be reloaded or moved to another location.

Customers should protect surfaces that could be marked during a normal delivery. We are not responsible for damage caused by unsuitable ground, concealed weaknesses or unsafe customer instructions, except where the damage results from our failure to exercise reasonable care and skill.

13. Unattended delivery

You may authorise us to leave an order without anyone present.

You must provide clear instructions for a location that is:

• Safe and legally accessible.
• Dry or reasonably protected from weather.
• Secure.
• Firm and suitable for unloading.
• Large enough to receive the complete order.

Where we follow your instructions and leave the goods in the agreed location, delivery will be treated as completed.

After a correctly completed unattended delivery, the customer is responsible for protecting the goods from theft, rain, standing water, contamination and other damage.

We may refuse to leave an order unattended if the location is unsafe, unsuitable, inaccessible or unclear.

14. Delivery onto private property

If you ask our vehicle or delivery provider to enter a private driveway, yard or other property, you confirm that:

• You have authority to grant access.
• The route is suitable for the vehicle.
• The ground and any covers or drainage points can support the vehicle.
• There is adequate space to manoeuvre and leave safely.
• You have told us about known hazards.

We will exercise reasonable care, but we are not responsible for damage caused by hidden defects, unsuitable surfaces or inaccurate access information supplied by the customer.

Nothing in this policy excludes liability that cannot lawfully be excluded.

15. Failed deliveries

A delivery may be treated as failed if it cannot be completed because:

• The address is incorrect or incomplete.
• Nobody is available where attendance was required.
• Gates are locked or access codes have not been provided.
• Access is unsafe, obstructed or unsuitable.
• The customer has not disclosed relevant restrictions.
• The customer refuses goods that conform to the order.
• The requested unloading location cannot be reached and no safe alternative is accepted.

If the failed delivery results from circumstances within the customer’s control, a redelivery charge may apply.

Our standard redelivery charges are:

• £20 for local deliveries.
• £50 for deliveries further afield.

We will confirm which charge applies before arranging another delivery.

Large, trade, palletised or courier orders may incur higher charges where the actual return, storage or redelivery cost exceeds these standard amounts. We will explain any additional charge before redelivery is arranged.

No redelivery charge will apply where the failed delivery was caused by Lovington Logs Ltd.

16. Refused deliveries

Please contact us before refusing an order.

Refusing delivery does not automatically cancel an order or guarantee a refund. If conforming goods are refused without a valid legal reason, the reasonable cost of returning, storing and redelivering them may be charged or deducted where legally permitted.

Consumer cancellation rights and rights relating to faulty, damaged, incorrect or misdescribed goods remain unaffected.

17. Courier and trade deliveries

Trade, commercial, pallet and large bulk orders may be delivered by an independent courier or haulage provider.

These deliveries may require:

• A suitable delivery vehicle access route.
• A firm, level unloading surface.
• Someone to be present.
• Assistance or equipment at the delivery location.
• Delivery during the courier’s operating hours.
• A signature or other proof of delivery.

Kerbside delivery may apply. A courier is not normally required to move goods into a building, storage area or exact location.

Any special delivery requirements must be disclosed before the quotation or order is accepted. Additional charges may apply.

18. Delays outside our control

Delivery may be delayed by circumstances outside our reasonable control, including:

• Severe weather.
• Flooding or unsafe road conditions.
• Traffic disruption or road closures.
• Vehicle or equipment breakdowns.
• Courier or haulage disruption.
• Fuel shortages.
• Supplier delays.
• Unusually high seasonal demand.
• Strikes or other industrial action.
• Government restrictions or emergencies.

We will take reasonable steps to minimise disruption and rearrange delivery where necessary.

If a consumer order is significantly delayed, the customer may have a legal right to cancel and receive a refund.

19. Missing, damaged or incorrect orders

If goods are missing, visibly damaged or incorrect, contact us promptly at:

Email: lovingtonlogs@gmail.com
Telephone: 07443 881779

Please provide:

• Your name.
• Order number.
• Delivery address.
• Details of the problem.
• Photographs of the delivered goods.
• Photographs of any damaged packaging or bags.
• A photograph showing the complete delivery where possible.

Depending on the circumstances, we may arrange a replacement, deliver missing goods or provide a full or partial refund.

Do not burn, dispose of or mix disputed goods with other fuel until we have responded, unless keeping them would be unsafe.

20. Natural product characteristics

Firewood and kindling are natural materials. Reasonable variation in species, colour, bark, shape, diameter and individual piece size is expected.

Contents may settle during transport. Moisture loss can also affect weight after the goods have been packed.

For products sold by volume, the stated quantity relates to the bag, container or load capacity described when filled. It does not guarantee that individual logs will remain level with the top after transportation and settling.

Natural variation or ordinary settling is not delivery damage, provided the goods remain materially consistent with their description.

21. Risk after delivery

For consumer orders, responsibility for the goods passes to you when they come into your physical possession, are received by someone you nominate, or are placed at a location you authorised.

After delivery, you are responsible for storing the products somewhere dry, ventilated, secure and suitable for firewood.

22. Returns and refunds

Returns, cancellations, replacements and refunds are governed by our separate Refund and Returns Policy.

Nothing in this Shipping and Delivery Policy limits your statutory consumer rights.

23. Changes to this policy

We may update this policy to reflect changes to our delivery areas, charges, services or legal obligations.

The version applying to an order will normally be the version published when the order was accepted.

24. Governing law

This policy and deliveries made under it are governed by the laws of England and Wales.