Frequently Asked Qustions (FAQs)

HOW TO PLACE AN ORDER

1. Navigate to the SHOP page from the top menu.
2. Click on the fuel you want to buy.
3. On the fuel PRODUCT page, choose the quantity of fuel that you need (500kg/1000kg) from the dropdown list.
4. Click the ADD TO BASKET button.
5. If you require additional products, then add them to your basket in the same way.
6. Click the VIEW BASKET button found by clicking on the shopping bag icon in the top right hand corner of the webpage.
7. Review your products in your basket.
8. If you have a coupon code, then enter it into the coupon code box and click APPLY COUPON.
9. Enter your delivery address in the form on the right-hand side. This will calculate the delivery cost of your order. Most UK postcodes will receive FREE DELIVERY. However, some postcodes will incur a small charge.
10. Then, click the PROCEED TO CHECKOUT button.
11. On the CHECKOUT page, enter your personal information, shipping address, billing address and finally your payment information.
12. If you need to add a note to your order to give additional information or instructions for the delivery driver then enter it in the box provided.
13. Review all the information on the page and then click the PLACE ORDER button.
14. That’s it! Your order has been placed. Check your email inbox to see your order conformation email.

HOW TO CANCEL AN ORDER

You have the right to cancel your order within 14 days of placing it. Once an order has been placed, it will be dispatched within 48 hours. If your order cancellation request is received before your order has left our depot then the order will be terminated and closed. If your order cancellation request is received after your order has been dispatched, then unfortunately we can’t recall it. You can still cancel your order, but you will have to arrange for the pallet of fuel to be returned to us. You will be responsible for covering the cost of the return. Your order will be refunded once your order has been returned.

1. All refund requests must be made in writing and emailed to sales@coal-drop.co.uk
2. Send an email outlining your intention to cancel your order. Your email must contain your full name, order number and contact telephone number.
3. Await a response from us within 24 hours and we will instruct you further depending on the status of your order.
4. Refunds may take up to 10 working days to arrive back in your account, depending on your bank.

GET IN TOUCH

You can get in touch with us via our contact form, telephone or email. 

Contact Form

Navigate to our CONTACT page and fill out the form with your query.

Telephone

Call us on 0121 798 1742 between 9am-4pm, Monday-Friday.

Email

Send general enquiries to info@coal-drop.co.uk
Send after-sale enquires to sales@coal-drop.co.uk 

YOUR SAFETY

The Coal-Drop website is secured with https and TLS encryption, security-checked regularly and audited to maintain a safe environment for our customers to shop safely with us. We use Stripe as our payment processor for all online transactions. Stripe is considered very safe for processing payments. Here are some key security features they use:

1. PCI DSS Level 1 Certification: Stripe is a certified PCI Service Provider Level 1, which is the highest level of certification available in the payments industry¹²³. This means they adhere to the most stringent security standards.
2. Data Encryption: All card numbers are encrypted at rest with AES-256 encryption. Decryption keys are stored on separate machines³.
3. HTTPS and TLS: Stripe uses HTTPS for all services, ensuring secure communication over the internet³.
4. PGP Keys: For secure communication, Stripe uses PGP keys¹.
5. Regular Audits: Stripe undergoes regular security audits by independent PCI Qualified Security Assessors (QSAs) to ensure compliance with industry standards⁴.
6. Fraud Prevention: Stripe has built-in tools to detect and prevent fraudulent transactions.

RETURNING AN ORDER

If you are not happy with the product you have purchased, you are within your rights to request a refund within 14 days from the date it was delivered. To be eligible for a return you must return the product to us at your own expense. We shall send you instructions on where to return the items in an email, following your refund request. All returns must be sent back in their original and resalable condition. Any opened fuel bags can’t be returned and will be deducted from your refund total. Any delivery costs included within the original purchase price can't be refunded. Click to see our full terms and conditions on returns.

1. To start a return, send an email to sales@coal-drop.co.uk requesting a return. Ensure you include your reason for returning the item, your full name, address and order number.
2. We will reply back to you within 24 hours on what to do next.

QUALITY ASSURANCE

We, at Coal-Drop, have been operating within the domestic and wholesale solid fuel market in the UK for over 60 years. We have extensive knowledge of smokeless fuels, firewood and their application on a wide variety of appliances. We understand the importance and value of using quality fuels to supply your home-heating needs and so do not sell cheap, inferior and sometimes even dangerous products to make a quick sale.

We are accredited and Approved Coal Merchants who adhere to the Coal Trade Code. We are also members of the Coal Merchants Federation and the Approved Wood Fuel Merchant Scheme.

Our full product range has been carefully chosen to provide quality for all our customers. To recognise this, our smokeless fuel and firewood products have all been certified by the Ready to Burn certification scheme run by the government’s DEFRA (Department for Environment, Food and Rural Affairs) department. Each product proudly wears the Ready to Burn certification badge.

INCORRECT PRODUCT RECEIVED

If you have received a product that you did not order and that does not appear on your order then we will send out the correct product to you within 24 hours at no extra cost. We shall also arrange for the incorrectly delivered product to be collected from you at no cost to you. You must contact us via email immediately after discovering an incorrect product has been delivered to you. Send your email to sales@coal-drop.co.uk and we shall respond to you within 24 hours. Please include your full name, delivery address and order number in your email.

In the unlikely event that this happens, we sincerely apologise for the error and the inconvenience it may have caused. Coal-Drop strives to offer the best customer service possible and we will ensure the situation is rectified as quickly as possible.

Coal-Drop understands the importance of protecting its customer's data, which is why we use industry strength encryption across our website to safeguard it from online threats.

See our Privacy Policy for a full breakdown of how we use, process and store data.

Loyalty Rewards

Coal-Drop wishes to thank all our customers for choosing to buy with Coal-Drop, which is why we offer rewards in the form of promotional codes for future purchases at varying times. Promotional codes may be sent to customers individually to reward them personally or public codes displayed on our website for all to use.

To be one of the first to hear about upcoming promotions and offers, sign up to our mailing list at the bottom of any webpage on our site. We will only send you the occasional email.