FAQ

Frequently Asked Questions

General Questions

What are wood pellets?

Wood pellets are small, cylindrical compressed pellets made from dried, natural wood residues. They are produced without chemical binders and serve as an environmentally friendly, renewable fuel for pellet heating systems.

What quality standards do your pellets meet?

Our pellets meet the highest quality standards: ENplus A1 and FSC certification. They have an ash content below 0.5%, a calorific value of at least 4.6 kWh/kg and a moisture content below 10%.

Are your pellets FSC certified?

Yes — all our pellets are FSC certified. This means the wood is sourced from sustainable forestry and produced with environmental care.

Ordering & Delivery

How to order wood?

You can place your order directly on our website. Select the desired quantity of goods and place your order in cart.

What is the minimum order quantity?

The minimum order is 300 kg. Delivery is free for orders from 500kg or 50 bag granules. Smaller orders under 500 kg are subject to a 50£ delivery charge.

How quickly will my order be delivered?

Delivery typically takes 1–4 working days, depending on your region. During the heating season delivery times may be longer. We will notify you with the confirmed delivery date.

Can I track my delivery?

Yes — once your order is placed you will receive a confirmation containing a tracking number. You can check the status of your delivery online at any time.

What happens if I'm not at home?

Our carrier will contact you before delivery to arrange a suitable time. For bagged deliveries, we can also drop off the pellets in a pre‑agreed safe location if you are absent.

Prices & Payment

How are prices calculated?

Prices are calculated based on your postcode and may vary by region. Base prices: bagged pellets 4.5£ per bag (15kg); wood pellets £189 per pallet (1ton); wood briquettes £219 per pallet (1ton). All prices already include VAT.

What payment methods do you accept?

We accept payment by bank transfer (prepayment), payment on account (for established trade customers), and PayPal (for orders from €1,000). All payments are processed securely using SSL encryption.

Are there discounts for large orders?

Yes — volume discounts apply for orders from 5 tonnes. Exact discount levels are shown during price calculation or can be obtained by contacting us directly.

Storage & Use

How should I store wood pellets correctly?

Pellets should be stored in a dry, cool place and protected from moisture. A dry cellar or a dedicated pellet silo/bunker is ideal. Avoid direct sunlight and ensure adequate ventilation.

How long do pellets last?

With correct storage, pellets remain usable for at least 2–3 years. It is essential they stay dry and do not come into contact with moisture.

Can I use pellets in my existing heating system?

Pellets can only be used in purpose‑built pellet boilers or stoves. They are not suitable for conventional wood burners or open fireplaces. If you are unsure about compatibility, we will be happy to advise.

How much space do I need for storage?

For 1 tonne of pellets you will need approximately 1.5–2 m³ of storage space. One pallet (≈1 tonne) occupies about 1.2 × 0.8 × 1.5 metres.

Technical Questions

What ash content is optimal?

An ash content below 0.5% is optimal and significantly reduces the cleaning intervals of your pellet heating system. Our ENplus A1 pellets have an ash content below 0.5%.

What does calorific value mean?

The calorific value indicates how much energy is contained in the pellets. Our pellets have a calorific value of at least 4.6 kWh/kg, ensuring efficient combustion.

Why is moisture important?

Low moisture (below 10%) ensures clean combustion and prevents mould growth. Wet pellets have a lower calorific value and can cause problems in the heating system.

What is pellet durability?

Durability should be above 97.5%. This means less dust and breakage during transport and storage. Our pellets have a durability of over 97.5%.

Service & Support

How do I reach customer service?

Our customer service is available 24/7 at +44 20 7946 0958 and via WhatsApp. You can also contact us by contact form or email at business@pelletpro.co.uk

What if I'm not satisfied with my order?

Your satisfaction is important to us. If there is a problem, please contact us immediately — we will work with you to find a solution and, if necessary, replace the goods or refund your purchase.

Do you offer technical advice?

Yes. Our team is happy to provide technical advice on pellet boilers, storage and use. We can also help you choose the right pellet quality for your heating system.

Is there a warranty on the pellets?

We guarantee the quality of our pellets in accordance with our certifications (ENplus A1, FSC). If quality defects are found, we will replace the goods free of charge or refund the purchase price.