FAQ

Placing an order and delivery

How can I place an order with EWF?
You can order and pay via our website using our secure payment service. Alternatively you can pay via cheque or cash on delivery. If you experience problems with your order please email This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone 0131 677 7793.

Will placing an order online be secure?
EWF will take all reasonable steps to ensure that your payment is made securely online.

I’m not sure what to order?
If you are uncertain about what you wish to order we will be more than happy to discuss your requirements with you. Please either send us an email This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone 0131 677 7793.

How much is delivery and what area does EWF cover?
Deliver is free within a 15 mile radius of Edinburgh and usually free for other surrounding areas subject to a minimum order of £50.00. Please contact us if you live outside of the 15 mile radius and we will do our best to accommodate you. Delivery charges will apply for order less than £50.

How long does it take to receive an order?
We endeavour to delivery as quickly and as efficiently as possible. It is usually between 3-7 days and we will endeavour to keep you informed.

I want to give delivery instructions – how can I ?
You can give delivery instructions when placing your order online via the checkout before you pay. If we cannot meet your requirements we will give you a call to discuss.

Does EWF delivery all year round?
Yes


Registration with EWF

Can I create an account with EWF to purchase regularly?
Yes. You can create an account user name so you can login to purchase a previous order or to set up regular orders. Please see the ‘Register’ tab to create an account.

I’ve forgotten my account details or password
If you have forgotten your password or username use the – change password tab.

Can I subscribe to EFW information, offers and promotions?
Yes. You can sign up for information, offers and promotions by using the Sign up tab. We will then emails you periodically. You can choose to unsubscribe at any time by following the relevant link on any email.

Website Issues

I’ve placed an order but received no confirmation – why?
If you experience any problems with our website please contact us email This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone 0131 677 7793.

This site says ‘down for maintenance’ – why?
If our site displays down for maintenance this simply means we are carrying out some important amendments of changes to our site which necessitate a period of down-time. Don't worry we will be back in no time and you can always call us at the number above if you need any help.

General

I have received an order but I am not happy?
In the rare event that you receive a product which does not match your expectations we will be more than happy to refund or exchange them for you, providing they are returned in original packaging and within 21 days of delivery.

I cant find what I’m looking for?
If you are unable to find what you are looking firstly try typing in the product (e.g. hardwood firewood) to the search utility bar at the top of every page. Failing that, please contact us to discuss your requirements: - email This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone 0131 677 7793.