Delivery Frequently Asked Questions

Where does Coalsellers Direct deliver?

We deliver palletised fuel to most mainland UK addresses using a nationwide pallet distribution network.

Some remote, offshore or restricted postcode areas may be subject to an additional delivery charge or may not be available through our standard service. Any applicable delivery charge will be shown during checkout wherever possible.

Please contact us before ordering if your address is in a remote location or you are uncertain whether a large delivery vehicle can reach your property.

How will my fuel be delivered?

Your order will be securely stacked on a wooden pallet and delivered by a specialist pallet-distribution company.

The delivery vehicle will normally be fitted with a tail lift. The driver will lower the pallet to ground level and move it using a manual pallet truck.

This is a pallet delivery service rather than a traditional coal-round delivery. The driver will not carry the individual bags into your home, garage, shed or coal store.

Is delivery kerbside only?

Yes. All deliveries are made on a kerbside basis.

The driver will place the pallet as close to the entrance of your property as safely and practically possible. The exact position will depend on:

vehicle access
road conditions
available space
the surface beneath the pallet truck
the driver’s assessment of safety

Placing the pallet on a driveway, in a garage or elsewhere on private property is not guaranteed.

Once the pallet has been unloaded, you are responsible for moving and storing the individual bags.

What type of surface is required?

A manual pallet truck can only move a heavy pallet safely across a hard, smooth and level surface.

Suitable surfaces usually include:

level concrete
smooth tarmac
level paving in good condition

Unsuitable surfaces include:

gravel
loose stone
grass
soil
mud
steep slopes
uneven block paving
steps
raised kerbs
soft or damaged surfaces

A full pallet of fuel can weigh approximately one tonne. Even a half or quarter pallet is extremely heavy and cannot be moved safely over an unsuitable surface.

If the surface is unsuitable, the driver may have to leave the pallet at the nearest safe kerbside position.

What size vehicle will deliver my order?

Pallet deliveries are commonly made using an 18-tonne rigid lorry fitted with a tail lift.

This is approximately the size of a large commercial delivery vehicle or refuse-collection lorry. It is substantially larger than a normal delivery van.

Your road and property entrance must have enough space for the vehicle to approach, stop, unload and leave safely.

This is an example of the size of vehicle that could make the delivery.

What access does the delivery lorry need?

Before ordering, please check that the delivery address is suitable for a large lorry.

Potential access problems include:

narrow roads
tight bends
low bridges
low trees or overhead cables
weight restrictions
weak or narrow bridges
parked vehicles
restricted turning space
steep roads or driveways
gated entrances
soft verges
unsuitable unloading areas

The driver must be able to stop safely without blocking or endangering other road users.

Please contact us before ordering if you have any doubt about access.

What happens if the lorry cannot reach my property?

If the driver cannot reach the property or unload safely, the delivery may fail.

Additional charges may apply for:

returning the goods to the depot
arranging another delivery
using a smaller or specialist vehicle, where available
changing the delivery address after dispatch

Delivery charges incurred because of undisclosed access restrictions may be passed on to the customer.

Please tell us about any possible access problem before your order is dispatched.

Will the driver move the pallet into my garage or driveway?

The driver may move the pallet beyond the kerb only where:

access is safe
the surface is hard, smooth and level
there is adequate space
the pallet truck can be operated safely
the driver is willing and able to do so

This is entirely at the driver’s discretion and must not be expected or relied upon.

Delivery into a garage, down a driveway or onto private property is not included as a guaranteed part of the service.

Will the driver carry or unpack the bags?

No.

The driver is responsible for unloading the complete pallet only. They are not required to:

open the wrapping
separate the bags
carry bags
move fuel into storage
take bags through the house
stack the fuel
dispose of the pallet or wrapping

Please ensure that somebody at the property is physically able to move the bags after delivery, or arrange assistance in advance.

Do I need to be present for delivery?

We strongly recommend that somebody is present to receive and inspect the delivery.

The carrier may require a signature or photographic proof of delivery.

Where an order is left without a recipient present, it may be left at the delivery address at your risk. We cannot guarantee that unattended delivery will be available in every area.

Please do not request delivery to a location where the pallet would obstruct a pavement, road, shared access or neighbouring property.

Can I choose a delivery day?

Where available, we may be able to request a preferred delivery day, but this cannot normally be guaranteed unless a specific timed or booked service has been purchased.

Once your order has been dispatched, the carrier may provide tracking information, an estimated delivery day or direct contact regarding delivery.

Please note that delivery dates are estimates and may be affected by:

weather
traffic
vehicle breakdowns
seasonal demand
depot delays
access problems
circumstances outside our control

Do not arrange installers, workers or other commitments solely around an estimated delivery date.

What time will my delivery arrive?

Deliveries are normally made during the carrier’s standard working day.

We cannot usually provide an exact delivery time unless a timed service has been specifically arranged and paid for.

The carrier may deliver at any point during the stated delivery window.

How long does delivery take?

Standard delivery is normally expected within approximately 3 working days after your order has been processed.

This is an estimate rather than a guarantee.

Orders placed during weekends, public holidays or exceptionally busy periods may take longer to process.

Please check the individual product page and your order confirmation for the latest delivery estimate.

Are there additional charges for remote areas?

Some postcode areas may attract additional carrier charges. These may include parts of:

Scotland
the Highlands
islands
remote rural areas
the Isle of Wight
the Isle of Man
Northern Ireland

The exact areas and charges depend on the delivery network being used.

Where the website cannot calculate the correct charge automatically, we may contact you before dispatch to confirm any additional payment.

How are the bags packed?

Fuel bags are stacked on a wooden pallet and secured for transport using protective wrapping.

The exact number and weight of bags will be stated on the product page.

For example, a pallet may contain:

quarter pallet: approximately 250kg
half pallet: approximately 500kg
full pallet: approximately 1,000kg

Actual bag numbers depend on whether the product is supplied in 20kg or 25kg bags.

Is the wooden pallet collected afterwards?

No. Unless specifically stated otherwise, the pallet is non-returnable and becomes the customer’s responsibility after delivery.

You will need to reuse or dispose of the pallet and wrapping appropriately.

Please check with your local authority regarding disposal or recycling arrangements.

What should I do when the delivery arrives?

Before signing for the order, please inspect the pallet carefully.

Check for:

torn or split bags
visible fuel loss
water damage
unstable stacking
missing bags
damage to the wrapping
obvious signs of impact

If possible, count the bags before accepting the delivery.

Any visible damage or shortage should be written clearly on the driver’s delivery paperwork or electronic delivery record.

Signing simply as “unchecked” may make a later claim more difficult.

What should I do if the order is damaged?

Photograph the pallet before moving or unpacking it.

Please take:

a photograph of the complete pallet
close-up photographs of damaged bags
photographs of the wrapping
photographs showing any missing or spilled fuel
a photograph of the carrier label, where possible

Contact Coal Sellers Direct as soon as possible and provide:

your order number
a description of the problem
the number of affected bags
supporting photographs

Do not dispose of damaged goods or packaging until we have advised you what to do.

Minor dust, small amounts of loose fuel or cosmetic marks on the outer packaging can occur during pallet transport and do not necessarily indicate that the product itself is unusable.

What happens if bags are missing?

Please report any shortage immediately.

Where possible, note the missing quantity on the delivery record before the driver leaves.

We may ask for photographs of:

the entire pallet
the remaining bags
the wrapping
the delivery label

We will investigate the shortage with the carrier before arranging the appropriate resolution.

Can I refuse a damaged delivery?

You may refuse delivery where the pallet is severely damaged, unsafe or materially incomplete.

However, refusing a complete pallet because of minor damage to one or two bags may delay resolution and could result in unnecessary return charges.

Where it is safe to do so, accept the delivery while clearly recording the damage, photograph it and contact us immediately.

If the pallet appears unsafe or badly damaged, contact us before accepting it whenever possible.

Can the pallet be left on the pavement or road?

The driver must not leave the pallet where it would create an obstruction or safety hazard.

A delivery may be refused if there is no safe and lawful unloading position.

It is the customer’s responsibility to ensure that a suitable location is available.

Can you deliver to a property with steps?

A pallet truck cannot move a loaded pallet up or down steps.

The pallet will be left at the nearest safe and accessible point at ground level.

Can you deliver to a property on a hill?

Delivery on a slope may be unsafe because a heavily loaded pallet cannot be controlled reliably using a manual pallet truck.

The final decision rests with the driver.

If your property, road or driveway is steep, please contact us before ordering.

Can you deliver on gravel?

Normally, no.

A pallet truck has small, hard wheels that generally sink into or become trapped on gravel and loose stone.

The pallet will usually need to be left on the nearest hard, level surface.

What happens during snow, flooding or severe weather?

Delivery may be delayed or cancelled where conditions are unsafe.

This includes:

snow
ice
flooding
storms
high winds
unsafe roads
inaccessible properties

Safety takes priority over the estimated delivery date.

We or the carrier will arrange a new delivery date where necessary.

Can I change my delivery address?

Once the order has been dispatched, a change of address may not be possible and may incur an additional carrier charge.

The new address may also require a different delivery price.

Can I cancel my order after dispatch?

Please contact us immediately.

Once goods have entered the pallet network, carrier and return charges may already have been incurred.

Your cancellation rights and any applicable deductions are explained in our Terms and Conditions and Returns Policy.

Are national pallet prices available in your local delivery area?

Coal Sellers Direct is intended for palletised deliveries made through the national distribution network.

Orders to postcodes served by our associated local coal-delivery operation may be subject to different products, prices and delivery arrangements.

Where a postcode is within the local delivery area, the national pallet order may be declined or redirected to the local delivery service.

Who should I contact if I am unsure about delivery?

Please contact Coal Sellers Direct before ordering if you have any concerns about:

vehicle access
narrow roads
delivery surfaces
remote postcode charges
delivery times
property restrictions
unloading arrangements

It is much easier to resolve an access question before a one-tonne pallet has been dispatched.

Delivery FAQs