Fuel & Delivery FAQ's

RW Fuel

At Rathwood, we strive to make delivering your fuel as seamless as possible. You can place an order for your RW Fuel here.

What Are E-Briquettes ?

Our E-Briquettes are sustainably made from excess wood materials collected during the cutting process. They are then compacted into quick to light & easy to use logs.

What Does Kiln Dried Mean

Kiln-dried wood is wood that has undergone a controlled drying process within thermally insulated chambers to reduce its moisture content. The goal of this drying procedure is to eliminate excess moisture from the wood. The outcome is that kiln-dried firewood offers superior efficiency and cleaner burning, making it a superior choice compared to seasoned wood when used in wood-burning appliances.

How Do I Store My Fuel ?

Choose a well-ventilated storage area.

  • Use a covered firewood shed or store it under a waterproof tarp or cover to shield it from rain and snow.
  • Keep the firewood away from direct contact with walls to allow air circulation.
  • Rotate the firewood, using older wood first, to maintain freshness and dryness.
  • Keep the storage area clean and well-organized for easy access and maintenance.

Orders & Delivery

How can I Place An Order ?

You can place your order online or contact our friendly customer support team to take your order over the phone.

Can I Modify My Order After It's Placed ?

You have the flexibility to modify your order within the initial 48 hrs. We highly advise reaching out to our friendly customer service team here promptly to facilitate any necessary alterations to your order prior to the fulfillment and delivery process.

What Are My Delivery Options ?

We use Rathwood and DPD , See more here.

What Are The Delivery Restrictions ?

Please note that pallet delivery cannot navigate unlevelled driveways, uneven ground or gravel areas. Pallets can not be moved more than 3 meters from the drop-off point.

What Should I Consider When Choosing Pallet Delivery ?
  • Road Access: Is your site tight or narrow?
  • Pallet Disposal: Can you dispose of the pallet appropriately?
  • Product Movement: Do you have the support needed to move the product from the pallet to your desired location?

Returns, Refunds & Cancellations

At RW Fuel Delivery, your satisfaction is our priority. If you have any questions or concerns, please don't hesitate to contact us.

What Should I Do If I Need To Cancel My Delivery And It's In Transit ?

This is no problem at all, if you are not around to take and check your delivery, please send us an email atfurniture@rathwood.combut please note we may not always be able to cancel this immediately.

What Should I So If I Would Like To Return My Item ?

It is important to notify us within 24 hours of delivery so that we can arrange this as soon as possible. Please feel free to reach out to our customer service team through furniture@rathwood.com and attach a photograph of the item you would like to return.