01952 771 171

Frequently Asked Questions

Here you will find answers to frequently asked questions about Woody. This includes information about our services and products and provides advice, hints and tips about what type of fuel to use on your appliance and how to keep a fire burning. Click on a question to reveal the answer.

Q. What is the delivery time?

Once you place your order online we will contact you to arrange delivery. Most of our products are in stock and our standard delivery time is between 3-5 working days. For out of stock and made to order items we will provide you with an estimated delivery date after you have placed an order. We will do our utmost to ensure that the goods are with you as soon as possible.

To check the status of your order please email us or call us on 01952 771171.

Please read our Delivery page for more information on this.

Q. Can I make changes to my order?

In most cases we can make changes to your order provided the goods haven't been despatched for delivery. For some made to order items, we will need to contact the manufacturer to determine whether they will allow us to make changes to your order. However this may not be possible once the order has gone into production.

If you would like to make any changes to your order please email us as soon as possible or call us on 01952 771171. Please bear in mind that any changes may delay delivery.

Q. Can I order online and collect my goods?

Our warehouse is open Monday to Friday 9am - 5pm. If you would like to collect, please call us at least an hour before so that we can have your goods ready for you. When collecting goods please come to the main Woody office first, the address details are:

Woody Wood Products Limited

The Guardhouse,

Harmans Site 1,

Cotwall Lane,



The warehouse is based on the same site.

Q. Do you deliver outside the UK?

Unfortunately we are unable to deliver overseas at the moment. However we can arrange for delivery to a UK shipping address if required where you can make your own arrangements for overseas shipping.

Q. What do I do if I have a complaint?

We pride ourselves on providing high levels of customer service, however if you wish to make a complaint please do not hesitate to email us or call us on 01952 771171. Customer satisfaction is of the highest importance to us and we will do our best to ensure your complaint is dealt with as promptly and efficiently as possible.

Address details:

Woody Wood Products Limited

The Guardhouse,

Harmans Site 1,

Cotwall Lane,



Q. What if I find a fault with the goods after delivery?

If your order is faulty or damaged please contact us as soon as possible on 01952 771171 or email us and we will arrange a replacement as soon as possible. Alternatively if you would like to cancel your order we will arrange a full refund of the goods and any delivery charges incurred.

Q. How secure is shopping with Woody?

It is imperative to us that the information you provide us with is as safe and secure as possible. We have invested accordingly into our site security to ensure you are not only protected but have the confidence and peace of mind to shop with us.

Q. What happens if my delivery fails?

We will always do our best to ensure that the goods are delivered to your property. It is important that you make us aware of any potential access issues before we deliver. We will always contact you beforehand to arrange a convenient delivery date and if required we can request an ETA on the date of delivery. If you are unavailable at the point of delivery we may ask a neighbour to sign for the goods on your behalf. If we are unable to do this, the goods will be returned to our warehouse and we will contact you to reschedule delivery. Please note that there may be an additional charge for this.

For more details on this please visit our Delivery Information page.

Q. What are the benefits of using kiln dried logs over regular seasoned logs?

Kiln dried logs are the recommended fuel of many stove manufacturers. There are many reasons for this, perhaps most importantly is the fact that the wood is guaranteed to contain less than 20% moisture. Burning wood which contains too much moisture can cause damage to your stove and flue as the moisture can develop into tar. Kiln dried wood is also a much more convenient fuel to use as it is ready to burn immediately with no need for additional seasoning. Also, Kiln dried wood will burn hotter and for longer than regular seasoned logs.

Q. How are pellets and heatlogs manufactured?

Wood pellets and heatlogs are made by heating and compressing sawdust. They are a very clean fuel as no toxic glues or binding agents are used and they should be dust free.

Q. What are the benefits of using heatlogs?

Heatlogs contain very little moisture (as low as 6%), this makes them extremley easy to light and ensures a constant and intense heat release. In addition a heatlog can last between 30 and 40% longer than a split log and will leave less ash in the grate. Most heatlogs are designed to be packed in clean and convenient packs for easy storage and use. They are also kinder to the environment as they have fewer CO2 emissions.

Q. What lengths are the kiln dried and seasoned logs?

Our logs are cut to lengths of 25cm / 10 inches. This is a suitable length for most Wood-Burning Stoves.

Q. How many natural firelighters are needed to start a fire?

Only 1-2 natural firelighters are needed to start a cosy fire, use these with some kindling and soon you will have a warm fire

Have we answered all your questions? If there is anything else that you would like to know please call us on 01952 771 171 or email us.