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 as a coal merchant.

Our vehicle should be able to back into most driveways, we will therefore leave your goods wherever you like. We still offer the traditional way! We will empty loose 50kg sacks of coal/smokeless fuel into your shed or bunker. We will stack small 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 goods being left on a pallet by the kerbside!

We should be able to leave your bulk bag of firewood wherever you like too. We have a unique style of offloading bulk bags which involves raising the tipper so your bulk bag slides down slowly then lands standing up, it often entertains present customers! 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 a secure hassle free online checkout system, either via Paypal or by Credit/Debit card. We will be in contact to advise you of your delivery date shortly after your online order. You also have the option to 'pay later' in three monthly installments.

We have alternative payment options. 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. We also allow regular customers to pay via bank transfer after delivery.

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: Can I order less than the minimum order quota?

A: Yes you may in some locations as long as you are in no hurry for delivery, ideally at least two weeks notice. We will notify you when we are next delivering in your area.

Q: I only need a couple of bags. Can I come to the yard and collect?

A: Yes you may, but as we are likely to be out on deliveries it is better to contact us to arrange a collection time in order to ensure that one of us will be present at the yard on your arrival.

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: Yes. However, if you are looking to choose a specific day during peak winter times then please give us at least two weeks notice.

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

A: Yes. Mondays we will look to cover local villages and the Attleborough, Hingham, Watton & Wymondham 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 never charge 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 to five working days, sometimes sooner. In the event of a 'Beast from the East' scenario please allow at least seven working days.

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: 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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