Help & FAQs

Kiln dried logs burn hotter than seasoned logs. With less than 20% moisture content in the log, less energy is required to burn off residual moisture and therefore more energy converts into heat.

Kiln dried logs are also much more economical because they burn more efficiently - less logs are required to achieve the same heat output.Kiln dried logs help to prolong the life of your stove. With low moisture content it is a lot cleaner burn, there is less tar build-up in your stove and flue

Our hardwood logs consist of:

• Oak   
• Ash   
• Beech   
• Birch
• Sycamore
  

Try and store the logs somewhere out of the weather. This can be inside or in a log store, but you can store logs outside if they are stacked and covered properly. To do this stack the logs neatly against a sheltered wall or fence and then cover the top only. This will allow the logs to ‘breath’ and any rain or moisture will quickly evaporate away.

It depends on the exact species of wood you are comparing but, generally speaking hardwood logs tend to be much more dense than softwood logs and therefore they burner hotter.  Given two similar sized and seasoned logs, one hardwood and the other softwood, the hardwood log would generally be heavier and produce more energy than the softwood log.  You therefore need fewer hardwood logs to produce the same heat output and because they take longer to burn the refuelling intervals are longer as well. Softwood logs are easier to light and are great when you want a fire with lower heat output, like autumn and spring.

Not a lot really. The seasoning or kiln drying process drys the wood from the centre out, and a little rain will make virtually no difference to the moisture content of the wood.  However, prolonged exposure or immersion of your logs will increase the moisture content over time and is not advisable. Kiln dried logs should therefore, always be stored under cover in a well ventilated area -  a log store is ideal for this purpose.

Yes, of course. If you need any help or advice, please give us a call, we're always happy to answer your queries.

Call us on 01900 814424 or email enquiries@newhallfirewood.co.uk

Because real wood fuels (logs and firewood) can contain water, log suppliers are not permitted by UK law to sell wood based on weight, instead, logs and firewood are usually sold by volume.

New Hall Kilnd Dried Firewood sells logs by volume not weight as the logs are kiln dried therefore less than 20% moisture content which means less weight.

FREE delivery applies to the following Postcodes, which are approximately within a 20 mile radius of Maryport.

CA12, CA13, CA14, CA15, CA20, CA21 CA22, CA23, CA24, CA25 CA26, CA27, CA28, CA7, CA95

We accept Credit & Debit Card payments either online through PayPal, Stripe or over the phone using our Card Machine.

Ways to make an pay for an order:

1. Call the office during office hours (9:30am - 2:30pm) to place your order and pay over the phone
   With this method you will be required to give all your details, such as name, address, postcode, telephone, email, products your require, quantity required, if you have any specific delivery instructions – then provide your Debit/Credit Card details so we can take payment over the phone with our card machine. If you are trying to make you order outside of the above office hours then you can either email all the required details to sales@newhallfirewood.co.uk or use the shopping cart method below; selecting 'Pay by Phone' as your payment method.
   
   
2. Use the shopping cart to place your order, then either choose to pay online by Debit or Credit Card, PayPal or pay over the phone
   With this method you use the website as normal, add the products you would like to order to the shopping cart and go through the checkout.
   
   You will then be given the option to pay by phone or online with your Direct Debit Card or with PayPal.
   
   
• If you choose to pay online with your Debit or Credit Card, you will see a form to fill out your card details.
  
  

  We use Stripe as our payment processing partner who use the most secure up to date encrypted SSL (secure socket layer) when transferring transaction details in the checkout process.  This means that no information submitted during this process can be examined, used or modified by any unauthorised third parties. Our customers credit card information never hits our servers, it goes from our customers computer/device straight to Stripes servers keeping their information safe.

  Our Customers can also Save their Credit & Debit Cards details for faster payment of any future orders, but for security we DO NOT store these Credit or Debit Card details, instead these details are saved on Stripes servers for added security.

  You can pay by most major credit and debit cards. Your details will be encrypted to keep them secure.

  Once your card details have been processed by Stripe, you will be able to view an onscreen confirmation that your order process is completed and you will also receive an email invoice confirming your order.
  
  
• If you choose to pay online via PayPal, then once you confirm your order you will be redirected to PayPal's secure ordering page. You can pay by most major credit and debit cards. Your details will be encrypted to keep them secure. Once your card details have been processed by PayPal, you will be able to view an onscreen confirmation that your order process is completed and you will also receive an email invoice confirming your order.
  
  
• If you choose to pay by phone, then before you confirm your order you will be given instructions of how to pay by phone.
• Instructions:
  
  "Once you confirm the order, we will call you using the telephone number you have provided in your billing details enabling us to take payment over the phone and complete your order.
  
  If you are in a hurry, confirm your order then call us on 01900 814424 or 0780 293 9683 during office hours (9:30am - 2:30pm) to expedite this order and complete your order by making payment over the phone."
  
  These instructions will also be included on the initial order invoice that you will receive via email after confirming your order.
  
  
• Your order will be processed once payment has been taken over the phone.
  
  

If you live within one of our free delivery postcode areas and you have ordered a Dumpy Bag your firewood will be delivered by one of New Hall Kiln Dried Firewood's own trucks fitted with a crane. The logs will be delivered in a dumpy bag and unloaded using the crane to your preferred position or as near possible.

If you live outside the free delivery postcode area or you have ordered a Crate then your firewood will be delivered by a third party company on pallets.

Please note that pallets and dumpy bags are only delivered to the kerbside by the third party company and you will need to ensure that access is available for the delivery to take place. Where there is no adequate access, delivery will be made to the nearest kerbside only.  It is then your responsibility to move the logs from this location to wherever you need them, be it your log store, garage or fireside.

See our Delivery page for more detailed information.

The Pallets and Dumpy Bags which are supplied with your logs do not have to be returned to us.

If you are local, then we can collect the empty dumpy bags on your next order/delivery.

We recommend that you find a recycling use for them.

• Dumpy Bags - Many customers use the Dumpy Bags for collecting gardening waste
• Pallets - as these are made from untreated timber they make a great source of kindling for your next order of logs.

Payment Details

We DO NOT store Credit or Debit Card details. This means that nobody can steal your details as we simply do not have them!

We use PayPal and Stripe as our payment processing partners who use the most secure up to date encrypted SSL (secure socket layer) when transferring transaction details in the checkout process.  This means that no information submitted during this process can be examined, used or modified by any unauthorised third parties.

You can pay by most major credit and debit cards. Your details will be encrypted to keep them secure.

Customer Personal Details

This technology includes the following features:

• Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
• Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
• Data Integrity - this checks the data being transferred to ensure it has not been altered.

Once your order and your card details have been processed by PayPal, you will be able to view an onscreen confirmation that your order process is completed and you will also receive an email invoice confirming your order. Additionally, you will also be able to login to your ‘New Hall Kiln Dried Firewood’ account to view and check the status of your order (if you registered an Account).

When you place an order to purchase a product we will send you an e-mail confirming receipt of your order containing the details of your order, including transaction and order reference numbers. Your order represents an offer to us to purchase a product, which is accepted by us when we process payment for your order.
 
When we accept your order, we will send a Dispatch Confirmation E-mail.
 
Any products on the same order which we have not confirmed in a Dispatch Confirmation E-mail to have been dispatched do not form part of that contract.
 
If you have incorrectly entered your email address your confirmation and dispatch email will fail. So long as payment has been processed successfully this will in no way affect your order.
 
Failure by us to send a receipt confirmation email or dispatch confirmation email in no way invalidates your offer or our acceptance of your offer.
 

Deliveries are usually made within 3 or 4 working days of your order being placed. To take full advantage of this please ensure that you place your order before 4pm on any working day.

When you place your order, you can add delivery and other instructions to the order during the checkout process (before you pay for your goods). At Step 4: Delivery Method, you will see a text area where you can type your specific delivery/access instructions.

If we cannot meet your requirements we will call or email you to discuss your options.

Yes. A pallet cannot be delivered:

• Onto soft ground such as grass, gravel, or soil.
• To a premises where it is illegal for a lorry to park or offload.
• Where the access road is on a steep incline.
• Where the access road does not provide 3m width clearance and 5m vertical clearance.

It is your responsibility to ensure that there is safe and clear access for our delivery vehicle. If we arrive at your address and face one of the conditions above, the driver may decide to cancel the delivery, and this may incur a cancellation fee to cover the cost of dispatching and returning your order to our central warehouse. If you are unsure as to whether your location is suitable for a palletised delivery, please call us to discuss.

Once you have registered on the website, you can log in using the 'My Account' menu, which is at the top right of the page. Clicking 'My Account' will reveal a dropdown menu that contains the Login page link.

Or you can use the following link - login

If you have forgotten your password you can change it to a new one - Change Password.

Just enter the e-mail address associated with your account and click submit to have your password e-mailed to you.

Our system automatically emails you on order completion so that you have a copy of your order information. If this is the first time we have sent an email to you it's most likely that your email provider or the email software you use has stopped the email we have sent from being delivered to you.

Ask your provider to check and configure your email software to accept our email address so that it is not marked it as spam.

Emails that are not delivered to your "inbox" are most likely delivered to a "Junk Mail" or "Spam" folder.