Coal Hut

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FAQs

Below you'll find answers to the most commonly asked questions

General Questions

  • The Coal Hut is part of the Hayes Fuels Group of Companies which is one of the leading coal and solid fuel importers in the United Kingdom and Ireland.

     

    We have been in operation for over 30 years and we have been the supplier of choice for house coal, smokeless fuels, stove fuels, logs and briquettes to many of the major solid fuel retailers and coal merchants in the UK and Ireland for the last number of years.

     

    Our Head Office is in County Tyrone, Northern Ireland however we have operational bases throughout the UK and Ireland.

     

    The CoalHut.com site has full SSL (Secure Sockets Layer) encryption installed. Sites that have SSL will start with ‘HTTPS://’ instead of ‘HTTP://’.

     

    An icon of a locked padlock will appear, usually next to the URL in the address bar or in the status bar at the bottom of your browser to indicate that your transaction is secure.

     

    NEVER PROVIDE YOUR CREDIT CARD DETAILS OVER EMAIL.

     

  • When you receive your order, it will be packed in either 25kg bags, plastic bag (Kiln Dried Logs), a bale (Lignite Briquettes or Heat logs) or in a crate (Kiln Dried Logs) which are then hooded on to a disposable pallet. For best results, we would ideally recommended that you store your solid fuel somewhere dry and sheltered such as a coal house or coal bunker.

    Don't store large quantities of fuel beside your appliance as there is always potential for the product to spark when lit.

  • Ensure that your chimney is swept on a regular basis – at least once a year or more often if the fire is in constant use.

     

    Should you burn logs on an open fire or multi fuel stove you are advised to only use seasoned or kiln dried logs.

     

    The Guild of Master Chimney Sweeps provide the following, as guidance only:

     

    Smokeless Fuel       At least once a year
    Wood       Quarterly when in use
    Bituminous Coal       Quarterly when in use
    Oil       Once a year
    Gas:       Once a year
  • It’s very important that you have an understanding of the signs and symptoms of carbon monoxide poisoning as it can be fatal and it is very hard to detect because it is a colourless, tasteless, odourless gas that is non-irritating.

     

    Carbon Monoxide (CO) is a poisonous gas which is given off when burning solid fuel. In normal circumstances, the CO gas passes harmlessly out the top of the chimney, however if the chimney is blocked or leaky or if your appliance is faulty or if the ventilation is inadequate, CO gas may enter your property. It is therefore important that you take steps to remove the risk to you and your family.

     

     For more information, please check out the following links:

     

Product & Appliance Questions

  • Don’t worry; CoalHut.com has been designed to be both easy to use and informative.

     

    You can tailor your selection options by the type of appliance you use and whether or not you live in a smoke control area (and therefore need to burn smokeless fuel, see below).

     

    We have purposely kept the number of fuels we offer on our site to a minimum so that the user doesn’t get overloaded by choice. You can be rest assured that all products offered on our site have been personally selected for their quality.

     

    We have also provided a brief description for every product we offer and we also provide some key characteristics to help you make your choice.

     

    Keep an eye out for our special offers, especially the mixed pallets in which we have combined products that complement each other.

     

  • Some fuels such as anthracite coal are naturally smokeless whilst other fuels such as Homefire or Phurnacite have been manufactured using a blend of natural materials to emit less than 5 grams of smoke per hour when burnt. These products should also, of course, provide a high heat output, an attractive glow and a long fire life with minimal ash.

     

    Smokeless fuels emit less smoke and CO₂ into the atmosphere than traditional house coal.

     

    There are certain areas throughout the UK and Ireland in which you are only authorised to burn smokeless fuels.

     

    If you are unsure if you live in a smoke control area, please check with your local authority before placing your order.

     

  • Whilst each manufactured ovoid will differ in blends, they all usually tend to be made from a combination of anthracite coal, petroleum coke and a binder (generally a natural binder such as molasses). Some ovoid's may also contain bituminous coal (house coal is a form of bituminous coal).

     

    All manufactured ovoid's sold by the CoalHut.com have undergone stringent testing to ensure that they are compliant with existing UK, Irish and EU legislation.

  • Our Colombian Group 2 Coal is considered by many to be the Rolls Royce of House Coals due to its high heat output, low ash and beautiful dancing flames. Our Group 2 Coal contains only coal mined from Colombian mines.

     

    Our Five Star Coal contains a blend of premium coals (including Colombian) that have been selected to produce a high heat output, low ash, and a good burn time. The heat output might just not be as intense as the Group 2 coal and there may be slightly more ash; it is still however a quality coal and one of our best sellers.

     

    Our House Coal is a blend of the best UK mined coals and coals from some less well known coal producing countries. It is a great all-rounder producing a good heat and burn time.

     

    All products sold on CoalHut.com have been selected for their quality so you can shop securely knowing that whatever you choose, you will soon be enjoying the warm glow of a real fire!

     

  • These product descriptions refer to the size of the coal pieces and not the quality.

     

    Coal, which is also sometimes known as Trebles or Cobbles, tend to be pieces between 40mm and 100mm in size, whilst Doubles are between 20mm and 40mm and Singles between 14mm and 22mm.

     

    You will also see certain products referred to as Beans, Grains and Nuts, which is again in reference to the product size and are used specifically in certain appliances for the uniformity of their size.

     

    When choosing the right fuel for your open fire, a lot of the time it will come down to your own personal preference on whether you choose to burn large pieces of coal or if doubles suit your fire better.

     

    Depending on the size of your multi-fuel stove, you may find that doubles are better suited as it is easier to fill.

     

    Singles work best in certain boilers or alternatively, you may use Singles or Slack to extend the life of your fire or to tame a roaring fire.

  • Here at the CoalHut.com our mission is to provide our customers with quality products and a reliable hassle-free delivery service that will make them want to return time after time.

     

    With that in mind, we welcome feedback (both positive and negative) anytime.

     

    All feedback will be followed up by a CoalHut representative within 2 working days and usually much sooner.

     

    If you are not happy with the condition of your purchase when delivered, please make this known to the courier who in turn will contact us (See Delivery Terms & Conditions for more information).

     

    If you are not happy with the performance of the fuel, get in touch with us through our Contact Us page and a member of our team will come back to you ASAP.

     

    All returned goods must be sent back in the original packaging and condition received within 7 days of delivery.

     

    There will usually be a charge for returning the order, to cover the cost of return delivery and any product used.

Order Questions

  • Firstly, we apologise for the inconvenience and thank you for your patience.

     

    Here at the CoalHut.com, we want to make your on-line experience completely hassle-free but we accept that sometimes, things can go wrong.

     

    Some common reasons why the order won' complete include the following:

     

    • Maybe the card you are using is registered to a different address than the delivery address. Please ensure than you have completed both the card address details and if different, the delivery address details.
    • Sometimes, a digit may have been entered incorrectly so please check before re-entering.
    • Is the card still valid, i.e. has the expiration date passed?

     

    If you are still having difficulties, please contact us through our Contact Us page and we will do our utmost to get it sorted.

  • Once an order has been placed on our site, you should receive an email confirming that the order has been received and processed.

     

    Our team then get to work building your individual order and arranging its transportation directly to you.

     

    Once this has been completed, you will receive a second email to inform you that your order has been dispatched and when the expected date of delivery will be.

     

    Please check your spam/junk folder to see if an email has gone in there by mistake. Please also add orders@CoalHut.com to your address book to prevent this from happening in future.

     

    Please also check the email address provided by you at check out. If you think that this may have been entered incorrectly, please let us know by contacting us on the Contact Us page.

     

    You can also check if your order has been received via your own account page as this will contain a list of your full order history to date.

     

    If none of the above bring any success and you still haven’t received any emails within two business days of placing your order, please contact us on the Contact Us page.

     

  • There will be a box to enter your voucher/promo code on the Checkout Page and the eligible discount will be applied.

     

    Website promotional discounts and free gifts will be added automatically on orders.

Delivery Questions

  • Due to heavy traffic flow, large pieces of machinery and the general day to day operations of running a coal processing or bagging facility, we do not provide access for the general public to any of our storage sites.

     

    CoalHut.com have however heavily subsidised delivery costs within our price therefore the price you are quoted is the price you will pay for standard delivery of your order directly to your home.

  • Our standard delivery is within 2-5 working days (Monday to Friday, excluding UK Bank Holidays) and we aim to deliver between 9am and 5pm on your assigned delivery date.

     

    Saturday or timed deliveries may however be possible for an additional charge. Please use our Contact Us form or put your request in the special instructions section when placing your order and a member of our team will contact you to let you know if it is possible and what the additional cost will be.

  • You can place an order directly online at the CoalHut.com to any postcode in the United Kingdom.

     

    If you are located outside of the UK, please contact us through the Contact Us page as we are able to arrange delivery to most other European countries.

     

    Please Note: Deliveries outside of the UK may incur additional charges such as specific country taxes and additional freight tariffs.

  • Customers will have their order delivered by a local member of the Palletways network.

     

    This will be a kerbside delivery. Your order will arrive on a pallet(s) using a tail lift vehicle about the size of a fire engine.

     

    The driver will lower the goods off the rear of the wagon, and use a pallet truck to deposit them as near to the property as possible.

     

    More information on deliveries can be found in our Delivery section.

     

  • Our standard delivery is based on 2-5 working days (Monday to Friday, excluding bank holidays). Saturday delivery may be available at an additional charge. If you wish to enquire about Saturday deliveries, please use our Contact Us form.

     

    Customers will have their order delivered by a local member of the Palletways network.  This will be a kerbside delivery. Your order will arrive on a wooden pallet on a tail-lift vehicle about the size of a fire engine.  The driver will lower the goods off the rear of the wagon, and use a pallet truck to deposit them as near to the property as possible.

     

    Delivery will aim to be between 9am and 5pm on your assigned delivery date. If you have any queries or alternative delivery requirements such as timed deliveries, please use our Contact Us form to check if this is possible prior to placing your order.