Please note we will be closed on Saturday 27th April.

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Firewood & Log Delivery FAQ

Below you’ll find answers to the most frequently asked questions about our seasoned hardwood logs, coal and kindling. If you have a question that’s not covered by our FAQ, please feel free to get in touch.

Delivery

Do you deliver to my area?

We deliver to Surrey, East Hampshire and beyond. Click here to view our delivery locations.

How much is delivery?

Delivery is included for a load of logs. If you order a log store, coal or bags of logs we have to add a charge for delivery based on your address. However, this delivery charge is waived if you have a load of logs delivered at the same time.

How long is the lead time?

Over the last couple of years we have had unprecedented demand leading to much longer lead times than usual. We have seen lead times of up to 8 weeks in the winter and up to 3 weeks during our ‘beat the price rise’ summer offer (June and July). Our quiet time is mid April to the end of May, when we can usually deliver in 2-3 days. If our lead time is longer than you expected and you are going to run out of logs before your delivery, you can come and collect smaller quantities from our yard near Shalford (GU4 8HS).

What is the minimum order for delivery?

Minimum order quantity to qualify for delivery is one of the below options:

  • 1 load of logs,
  • 1 logstore,
  • 20 bags of logs, or
  • 10 bags of coal.

Smaller quantities can be collected from our yard.

Do you stack?

Unfortunately, we do not offer a stacking service.

How do I pay for my delivery?

For deliveries you can pay by card over the phone, cash / cheque on delivery or by Bank Transfer. Payment terms are payment upfront or on delivery. For log collections in the yard, you can pay by cash or card. Please note, we do not take AMEX.


Collection

Do I need to pre-order if I am coming to collect logs?

If you want to come and collect logs from the farmyard there is no need to pre-order. You can simply turn up and ask for what you want. Our opening times are Monday to Saturday 9am to 5pm.

How can I pay in the Yard?

For collections you can pay by cash, or card. Please note, we don’t take AMEX.

Where is your yard?

Our address is Hornhatch Farm, GU4 8HS. We are based on the A248 (New Road, Chilworth).

From Shalford direction; turn left into New rd, where it is sign posted as Dorking, Albury, Chilworth and we are the farm in front of you on the bend.

From the A25; Turn onto the A248 (Sherbourne) and follow the main road through Albury and Chilworth. As you are exiting Chilworth, you will follow some fields round to the left. We are on the left at the end of the fields.


General

Seasoned or Kiln Dried Logs?

Both can be used in open fires, woodburners and firepits. For more information to help you decide which is best for you, please read our comparison between seasoned and kiln dried logs.

How should I store my Logs?

If stored incorrectly, logs can gain moisture and therefore not burn as efficiently. For more information, please read our article on how to store your logs.

How much does 1 load of Logs weigh?

1 load of our logs is 1.2m3 loose filled. To give you an idea in log numbers, this equates to around 350 of the standard 8-9” sized seasoned logs. To find out why we don’t quote in weight and the difference between loose filled and stacked volume, please read our comparison between volume, weight, loose filled and stacked logs.

How long are the logs?

Our seasoned logs can be cut to 8″-9″, 12″ or 14″.

Where do you source your timber?

Our timber is bought from sustainable sources such as the Forestry commission. We also try and source the timber as local as possible, such as Ewhurst, Dorking and Selhurst.

When Should I buy my logs?

In Europe, where log orders have traditionally been a lot more common, it’s customary to order in advance – 12 months is not uncommon.

It is now government regulation to have an average moisture content of 20% or below. Ordering in the summer helps keep the moisture content down, to ensure the best possible efficiency from your stove – at a much cheaper cost than kiln dried logs. For that reason, ordering your firewood in the summer can help you care for your logs more effectively.

Is it all hardwood?

Yes, all of the logs we sell are hardwood logs. The logs we sell are primarily Ash, Beech, Birch and Oak.

How long have the logs been seasoned for?

The logs have been seasoned for 14 to 16 months in total. They are left to season in lengths for 12-14 months and then the remaining seasoning occurs once the logs are split open and left in boxes. We only sell the logs when they are at a moisture of 20% or less.

Are you Woodsure Certified?

We are Woodsure certified. The relevant Woodsure logos can be found on our “Hardwood Logs“, and “Kindling” pages of our website.

How much wood do I need for one season?

This is a question which is difficult to answer as it is based on many differing factors, for example, the draw on your flue, the weather, how often you light the fire. On average, people burn 2 loads a season however, we do have customers who have 1 load every month and others who only have 1 load every 4 or 5 years.

Do you supply wood for pizza ovens?

Yes. Our pizza oven logs are 12″ in length and split thin to ensure you fire gets up to heat to cook a pizza in 90 second. Some of the new pizza ovens take smaller logs, for which, our “Victorian Logs” work well.

Do you supply logs for Hobbit Fireplaces?

We sell “Victorian Logs” by the bag or load. These logs are small enough to fit in Hobbit Fireplaces. Please specify that you would like “Victorian logs” when you order or come into the yard.

What is your complaints procedure?

Andrew Heard LTD aims to provide high quality services which meet your needs. We believe that we achieve this, but if we are not getting it right, please do let us
know.

In order to ensure that our services remain at a high standard we have a procedure which you can use to let us know of any reason you are not satisfied with our
organisation. If you are not happy with the goods or services we have provided, please call 01483 538337 or email andrew.heard.woodstock@gmail.com. We will aim to give you a response straight away. However, if the matter is more complex, we will respond within 5 working days.

Making a written complaint

If you are not satisfied with our response or you wish to raise the matter more formally, you can make a written complaint by writing to 142 Dorking Rd, Chilworth, Guildford, GU4 8RF or by email to andrew.heard.woodstock@gmail.com. When making a written complaint please include the details of your concerns and the date it occurred, to help us to look into your concerns promptly.

All written complaints will be logged and you will receive an acknowledgement within 3 working days. All written complaints will be investigated and the aim is to give you a written reply within 10 working days. This will confirm the outcome of the investigation and, where appropriate, how the issue will be dealt with. If this is not possible, you will receive an interim feedback report within 10 working days and an estimated timescale for completion.

Making a complaint under this procedure does not impact your statutory rights.