Customer Help Center
The Irish Government, HSE, and WHO have advised that social distancing is a key part in reducing the spread of Covid-19. With this advice in mind, we have closed our warehouse to minimise any risk that may arise from having customers coming and going while buying their firewood.
We’re working very hard behind the scenes to ensure that there is very little disruption to our customers during this uncertain period of time. Susie is still working in the office to schedule deliveries and our drivers are still hitting the roads to make sure your orders are arriving to you. The only thing we have changed is that our drivers are now carrying out Zero Contact Deliveries instead of our usual concierge services.
Zero Contact Deliveries means that our drivers will not have any direct contact with you when they deliver your order. If you usually have your wood hand stacked in your shed there will be no difference for you other than there will be no friendly chats while we work. If you usually ask us to bring your firewood into your house then I’m afraid there will be a slight change. During the pandemic we will not be unloading orders in customers homes. The best place for us to leave our delivery will be arranged in advance when Susie confirms delivery of your order.
As our warehouse is closed our ‘click and collect’ service is temporarily suspended and delivery is the only way we feel comfortable dispersing our products.
Yes. Our drivers provide an excellent service and are doing everything they can to ensure smooth delivery continues to take place while the vast majority of the country cannot leave their houses.
We don’t believe so. Honestly, we weren’t as prepared for this as we would have liked but we have put orders in with our suppliers to stock up some more and encourage customers to opt for our Briquette products as we can replenish stock with these items quicker than our Single and Double Deck Pallets. If you simply adore our firewood (and we don’t blame you) you can of course continue to order it but if stocks do sell out it takes longer to arrive to us for redistribution.
We wish we knew but unfortunately we don’t! We hope to be open and resume business as usual as soon as possible but that entirely depends on safety standards given by the Irish Government and the HSE. We will keep everyone updated with our newsletters and social media channels but for now we will do the best that we can to keep things going.
Once you've picked your products you will pay a deposit, followed by 5 monthly payments. You can pick your deposit amount (between 10-30%), and this will decide how much your monthly amount will be.
For Example: A Double Deck Pallet of Ash would be €440. If you decide to pay a 10% deposit (€44) your remaining balance will be €396. Your monthly payments will then be €79.20.
Once you have paid your final payment we will start organising delivery of your order. We aim to deliver orders from the first batch of our payment plans starting in March by mid August. If you start later in April or May your order will be delivered in September or October.
This depends on what product you order. Our Single Deck Pallets contains approximately 0.9m3 worth of firewood while our Double Deck Pallet contains approximately 1.63m3. An EcoFuel CityBag contains roughly a quarter of the volume of a Single Deck Pallet.
We find that a Double Deck Pallet can maintain the average user for roughly a full winter season. Every pallet or CityBag we sell is hand stacked which allows the wood to be closely packed and gives you more in each pack.
Different wood types will burn differently in your fireplace or stove. For example, we would often recommend Birch for open fires because you will get a beautiful flame. For stoves with a back burner we would often recommend Oak or our Pinikay Logs, as they give a long steady burn with a high heat output. Ash is of course a consistently reliable and popular choice of firewood for all fire types.
If you're looking for more information on different types of firewood we suggest having a look at our blog post What Type of Firewood Should I Buy
Our Kiln Dried Firewood consists of split Ash, Birch, or Oak logs which have been dried in a thermally insulated chamber. In comparison our range of briquettes (EcoLogs, Beech Logs, and Pinikay Heat Logs) are made from compacted and compressed wood byproduct. Due to the compression during manufacturing the briquettes are quite dense and give off excellent heat, similar to the Oak logs.
All of our firewood products come from sustainably managed forests in Eastern Europe. Our suppliers are all registered with either the FSC or the PEFC meaning they are produced in accordance with sustainable forestry.
Our EcoFamily program is our personal loyalty rewards scheme. By signing up to the EcoFamily program you can earn points in a number of ways (signing up, placing orders, writing reviews and referring friends to name a few!), these points can then be redeemed to give you money off on your future orders! You will also be able to avail of some of our exclusive discount offers and will be the first to know about anything important happening in store. You can see all the details on our EcoFamily page.
We recommend where possible storing your Kiln Dried Firewood in a cool, dry area to avoid any moisture absorption which may reduce the burn quality of your firewood.
All EcoBriquettes, Beech Wood Logs, and Pinikay Heat Logs should be stored indoors if possible but always in a dry space. Due to their compact nature the logs can absorb moisture very quickly causing them to expand. Even when stored in their plastic packaging we recommend keeping the Briquettes and Logs in a dry spot to avoid condensation build up leading to moisture absorption.
EcoBriquettes and Heat Logs are made from the recycled or byproduct of the wood used for kiln dried logs. The contents are entered into a machine which compresses the wood into log or briquette form. Due to the fact that the logs are made from the byproduct of kiln dried wood products, and then further compressed in machinery they have an extremely low moisture content, usually around 6-8%. The low moisture content means that they are an extremely dense product and therefore give off a high energy and heat and burn for a long time.
In EcoFuel, our Briquettes and Heat Logs are grouped in packs of 5 (EcoBriquettes and Beech Logs) or 12 (Pinikay Heat Logs) individual logs each weighing approximately 10kg. Discounts are offered when you bulk buy in larger quantities and you can save up to 28% on your orders.
Orders can be placed in three ways:
- Through our online store
- Over the phone through our customer service team by calling 1850 940 080
- By calling into our store in Unit 32, Ballybane Industrial Estate, Galway
If you’ve made a mistake with your order we recommend calling our customer service team as soon as possible on 1850 940 080 so we can help rectify the problem before your order is delivered.
We offer two different types of delivery; our Concierge Trolley Delivery Service or our Kerbside Delivery. With our Concierge Trolley Service your order will be delivered and unloaded using trolleys into your shed or wherever you store your firewood. Our Kerbside Delivery will be carried out using either our box van or with our third party courier providers. These orders will be delivered on pallets and dropped to your delivery address but will not be stored for you. We will make every effort to protect your firewood from adverse weather but it is recommended that you do not leave your wood outside for extensive periods of time.
Our delivery charges are set out below:
We aim to have all deliveries completed within 5 working days. Often your order will be with you within 2-3 working days but during peak delivery times it can take up to 5 working days. You can also avail of Next Day Express Delivery if your order is over €250 for a fee of €9.99.
You are welcome to visit us in our depot in the Ballybane Industrial Estate to collect your order free of charge. Collection from depot is only available in Galway City.
We will work with you as much as possible to accommodate your schedule when delivering orders, however this may require us to reschedule your order to a different day or to change your delivery method to Kerbside Delivery.
Due to the personalised nature of our delivery service we will always call you in advance to find a date that suits to receive your order. We will then give you a date and time range for when we expect your firewood to be with you. If you have any queries on the date or time of your delivery you can call our customer service team for updates on 1850 940 080.
If your CityBags are in good condition and you return them to us we will give you a refund of €3 per bag! This refund will be processed by our customer service team in the office and it will be refunded directly to the card/bank details you provided when you paid. Your delivery driver will not be able to give you a cash refund for your bags as they do not carry cash with them on delivery runs.
If for some reason you are unhappy with your product we provide a 30 day full money back guarantee and free returns. We strongly recommend you inspect your product fully on delivery and make any issues known to your delivery driver to be noted on your delivery docket.
You can pay for your order through our secure payment services on our website when you place your order, by phone with your card details, or by bank transfer.
As of December 2019, we no longer accept payment on delivery. Full payment must be made before your order is scheduled to be delivered.