FAQ

Placing an order and delivery

How can I place an order with EWF?
The best way to place an order is using our website. However we are also able to take orders over the phone. 
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 details are kept secure. Please see our privacy policy for futher details. 

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.

Paying for an order:

You can pay via credit or debit card when you place your order online using our secure payment service. Alterniatvely you can pay via a BACS transaction or by cash or cheque on delivery. You will be asked to select how you wish to pay when you place your order. 

If you wish to redeem a gift voucher please set this out in the notes section when you place your order, making reference to the voucher reference number which can be found on the gift voucher. 

How much is delivery and what area does EWF cover?
Deliver is free within a 15 mile radius of Edinburgh subject to a minimum order of £50.00. A £15 delivery charge will apply for orders less than £50.
Please contact us if you live outside of the 15 mile radius and we will do our best to accommodate you. We are able to offer UK wide delivery, subject to a delivery charge dependent on location, on a number of our products. 

How long does it take to receive an order?

We aim to delivery as quickly and as efficiently as possible. You can usually expect to recieve your delivery between 3-7 days after placing your order. Where possible we aim to keep customers informed of when you are likely to recieve your delivery. 

I want to give delivery instructions – how can I ?
If you have any specific delivery requirements please let us know when placing your order, using the notes section, and we will try our best to accomodate your request. If we cannot meet your requirements we will phone you to discuss alternative arrangements. 

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 so you can login to purchase a previous order or to set up regular orders. Please see the ‘Register Account’ tab at the top of the page to create an account.

I’ve forgotten my account details or password
If you have forgotten your password please click on the 'Forgotten Password' icon on the login page. 

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 or consenting to recieving marketing material from EWF when you place your order online. We will then email, and/or text you periodically, depending on your communication preferences.
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 or 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. Please contact us via email This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone 0131 677 7793 if you wish to discuss an exchange or refund. 

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.