General FAQs

Q: How will my order be delivered?

A: Your order will always be delivered by one of the Larkins men. Usually by Martin, one of the fourth generation members of Larkins Fuel Merchants and sometimes by Nigel, who has over 50 years of experience in the coal merchants trade.

Your order will be delivered in a dropside transit tipper. As our vehicle is not a lorry we should be able to back into most driveways and therefore will leave your order wherever you like. We will stack smaller bags of logs, 25kg pre-packed bags of coal/smokeless fuel and water softener salt bags where required. You can rest assured that you won't have to worry about your order being left on a pallet by the kerbside!

Alternatively, we still offer the traditional way! We will empty loose 50kg sacks of coal/smokeless fuel into your shed or bunker.

We should be able to leave your bulk bag wherever you like too. We have a unique style of offloading bulk bags! First we will make sure there is adequate clearance from both above and below. Then we will raise the tipper so your bulk bag slides down slowly then lands standing up, it often entertains present customers! Please let us know if you would like us to bring a pallet to land the bulk bag on, we advise this if you're planning on storing the bulk bag outdoors under tarpaulin. Please contact us if you'd like to discuss our delivery style further.

Q: How do I pay? Is my payment secure?

A: We offer secure online checkout payments through Paypal, no Paypal account is required - we will be in contact to arrange delivery shortly after your online order. You also have the option to 'pay later' in three monthly installments.

If you prefer you may pay over the phone with your card details and arrange delivery - once your card payment has been processed successfully we will destroy your card details immediately.

We keep a card machine in our vehicle. If the network coverage allows it we can take card payments on delivery, including Google & Apple Pay.

If you would rather pay via bank transfer then please contact us via e-mail or phone with your order so we can e-mail your invoice to you, our bank details will be on the bottom of the invoice - we will then arrange delivery as soon as payment has been received.

Q: My online order is not being accepted! Why is this?

A: Our online shopping system is dependant on the journey time from our yard to your home and the customer base we have in your location. The shorter the journey time and the greater the likelihood of us making a full load up, the smaller the minimum order requirement will be. Any online order which falls below the minimum order requirement for your area will not be accepted. For more detail and to see where your location stands please view Delivery Areas & Order Quantities.

Q: I'm about to place an online order but I've got more than I want in my basket and I can't change it! What do I do?

A: In the quantity box you can amend the quantity. Change this to your preferred quantity, then click on Update Basket and it should amend. To the left of the product is a bin sign, if you decide that you don't wish to order a certain product then click on the bin sign and this will be removed from your basket.

Q: I've forgotten my password and I can't access my account! What do I do?

A: You can request a password recovery which will automatically e-mail you with a link (you may need to check your junk folder.) Follow the link, enter your new password twice and you should be good to go. If this doesn't work then please contact us with your name and address and we'll reassign you with a different password. Once you're logged in with your reassigned password, click on My Account and you'll be able to choose a new password.

Q: Can I pick and choose my delivery date and time?

A: During off-peak times this will be easier to arrange. We can't guarantee a precise time but we can advise whether your order will arrive in the morning, late morning, early afternoon, late afternoon or early evening of a specific day. If you are looking to choose a specific day during peak winter times then please allow at least five working days.

Q: Do you aim to deliver in specific areas on each day of the week?

A: Yes, we will try and be as flexible as possible but Monday to Thursday we will assign specific areas in order to group together as many orders as possible. Mondays we will look to cover local villages and the Attleborough, Hingham, Watton & Thetford areas. Tuesdays - NR16 east, NR15, NR14 and Norwich south. Wednesdays - NR16 west and the Diss, Eye & Harleston areas. Thursdays - Attleborough, Wymondham, Hethersett & west Norwich areas and Fridays & Saturdays will be various areas depending on demand.

Q: Do you deliver on weekends?

A: Yes, during October to March we deliver on Saturday mornings, sometimes all day Saturday depending on demand. In the event of a 'Beast from the East' scenario we may fit a few deliveries in on a Sunday too in order to keep up with the work load. We charge no extra for weekend deliveries.

Q: Do I need to be at home when you deliver?

A: As long as we have access to your shed/bunker or the area you would like your small bags of logs stacked/bulk bag offloaded, you do not need to be at home.

Q. How long will I have to wait for a delivery?

A: Generally within three days, sometimes sooner. In the event of a 'Beast from the East' scenario delivery times are likely to double.

Q: I need my order sooner! What are my options?

A: You may arrange a yard collection by prior arrangement. Please contact us to arrange this so that we can make sure one of us are present at the yard when you arrive.

Q: Am I able to cancel, change or delay my order?

A: Yes, you reserve the right to cancel, change or delay your order for any reason as long as it hasn't been dispatched. For more details please view Direct Deliveries Terms & Conditions.

Q: Is my order returnable if I am not happy with the product?

A: Yes, all products are returnable as long as you notify us within 14 days and you have kept them in a saleable condition. Please contact us and we'll discuss further options with a view to a part exchange.

Q: What do I do with my empty bulk bag?

A: Inside the bulk bag you will see some packaging which will give you the option to return the bulk bag free of charge so it can be reused. Or if you order off us again, we will be happy to take the empty bulk bag off you on your next delivery.

Q: Do you do a newsletter?

A: Yes, if you opt in we will occasionally get in contact about special offers and updates, you may need to check your junk folder. Alternatively, you may view or follow our Facebook and Instagram pages to keep up to date.


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