Terms of service

Who we are

These terms apply to consumer purchases of firewood, kindling and related goods from shop.fireandstars.co.uk, including our refill subscriptions and returnable-bin service. Your seller is Fire and Stars Ltd, registered in England and Wales under company number 13600673. Our registered office and trading address is Nethercote Woodland, Snarestone Road, Newton Burgoland, Leicestershire, LE67 2SN. Contact us at firewood@fireandstars.co.uk or 07709 188827.

Your order

Check the products, quantities, delivery or collection option and your contact details before placing your order. Your order is accepted when we send your order confirmation email after payment is authorised. If we cannot accept or fulfil an order, we will tell you and refund any payment taken for it without undue delay.

Products and prices

The product page describes what you are buying. Wood is a natural material, so individual pieces may vary in shape and appearance, but the goods must match their description and be of satisfactory quality. Prices are in pounds sterling. Your total, including applicable taxes, any delivery charge and any separate bin deposit, is shown before you pay. Available payment methods are shown at checkout. We will not increase the price of an accepted order without your agreement.

Delivery and collection

We offer free local delivery to postcodes accepted by checkout on orders of at least £42.75. Deliveries run Monday to Saturday. We normally aim to deliver within 1–2 working days after accepting your order and will contact you to agree the day. Any different timescale will be agreed with you. Tell us about access restrictions so we can agree a safe, accessible delivery point. We will not add an unagreed delivery charge. If a delay occurs, we will contact you; your legal rights concerning late delivery remain available.

Collection from Nethercote Woodland is free. Orders are usually ready within one hour during the opening hours shown at checkout. Wait for your ready-to-collect notification before travelling. The goods remain our responsibility until you or someone you nominate takes physical possession, subject to any applicable statutory exception for a carrier you independently appoint.

Refill subscriptions

120L and 240L refill subscriptions are available every 2, 4 or 8 weeks. The selected refill price and payment frequency are shown before you subscribe. Payments repeat automatically until you cancel. There is no minimum term. Pause or cancel before your next scheduled payment through your customer account or by emailing firewood@fireandstars.co.uk. Your account shows that payment date. A request received before the payment stops it, and we will confirm the change.

If payment has already been taken, contact us about that order. Stopping future payments does not automatically cancel an already-paid order, but your statutory cancellation and refund rights remain available. Any change to your subscription price or frequency requires your agreement before it takes effect.

Returnable bins

Our bins remain the property of Fire and Stars Ltd. The separate, one-time refundable deposit is £40 for a 120L bin, £50 for a 240L bin or £100 for two 240L bins. It carries forward through ordinary exchanges. Keep the bin reasonably clean and take reasonable care of it.

When you no longer need it, contact us to arrange free return to Nethercote Woodland or optional collection in our local delivery area at £10 per visit, agreed beforehand. We refund the deposit within 14 days of return using the original payment method unless we agree another method. Normal wear and tear does not reduce the refund. Any deduction for loss or damage beyond normal wear must reflect a reasonable, evidenced loss. We will explain it, refund the balance and review any disagreement. Cancelling a subscription does not itself arrange bin collection.

Cancellations and refunds

You can normally cancel an online goods order without giving a reason until 14 days after the day you receive the goods. For a contract for regular deliveries, this period runs from receipt of the first delivery. Tell us clearly by email, phone or post using the contact details above. Our Cancellations, returns and refunds policy explains the return process, refund deadlines and optional cancellation form.

Free return drop-off is available by arrangement. For change-of-mind returns, you pay your chosen carrier’s charges or can arrange local collection at £10 per visit, including bulky firewood and bins. We do not charge a cancellation or restocking fee. We may deduct only loss in value caused by handling beyond what is needed to inspect the goods; burning fuel goes beyond inspection. These return charges do not apply where we are responsible because goods are faulty, damaged on delivery or misdescribed.

Your rights and complaints

Contact us if goods are faulty, damaged or not as described, or if something has gone wrong with your order. We will investigate and provide the remedy required by law, including bearing reasonable return costs where required. Nothing in these terms restricts your statutory consumer rights or excludes or limits liability where doing so would be unlawful, including for death or personal injury caused by negligence or for fraud.

Other shop policies and changes

Read these terms alongside the shop’s delivery, returns, returnable-bin, subscription and privacy policies available from the shop. We may update these terms for future purchases. Updates do not retrospectively change an accepted order or an existing subscription without your agreement, except where required by law.

Applicable law

These terms are governed by the law of England and Wales. This does not deprive you of any mandatory consumer protection or right to bring proceedings in the courts available to you under applicable law.