Subscription

To change or cancel your subscription, you need to follow these steps:

1.Log in to your account with your email address and password.

2. Click on “Manage Subscriptions” and proceed to your subscriptions portal.

3. View your current subscriptions in the tab “Active Subscriptions”. Click on “Edit” in the block of the product you wish to change or cancel.

4. You can find the option to cancel your subscription below the “Skip Shipment” button.

5. You should receive a confirmation email after changing or cancelling your subscription. Keep this email for your records.

Certainly Wood offers a subscription service for regular deliveries of kiln dried logs, kindling, and firelighter products. Here's how the subscription service works:

1. Sign Up: Visit the Certainly Wood website and sign up for an account if you haven't got one already. If you already have an account, make sure you’re logged in.

2. Choose Your Subscription: Browse for your desired products and select the “subscribe and save 5%” option. Select the size and quantity of product you need. Subscriptions are typically available for kiln dried logs in bulk bags, kiln dried logs in small plastic bags, kindling, Flamers, KindleFlamers, Dinkies, Firekits and Outdoor Cooking Kits.

3. Delivery Schedule: Set up a delivery schedule that fits your needs using the dropdown bar on the product page. You can choose how often you want the deliveries to be made.

4. Select a delivery date: Choose a delivery date for your first order on the calendar at checkout (for bulk deliveries only). Future orders will be scheduled according to your delivery schedule selected and you can view the date in your subscriptions portal.

5. Payment: Enter your payment details atcheckout. You do not need to sign up or pay for subscription to receive the 5% discount. Payments are processed automatically 5 days before delivery unless you have made an alteration to the charge date.

6. Manage Subscription: Once subscribed, you can manage your subscription through your account on the Certainly Wood website. This includes changing delivery frequency, updating payment details, or modifying the amount and type of product you receive.

7. Cancel or Modify: If you need to change or cancel your subscription, you can do so through your account settings. Follow the instructions to ensure changes are made before the next billing cycle.

Benefits of Certainly Wood Subscription.

Convenience: Regular deliveries mean you don't have to worry about running out of wood.

Priority: Subscribers won’t need to worry about lead time.

Price: Subscribers will always receive a minimum of 5% off their orders.

Flexibility: Options to adjust your subscription based on your usage and needs.

Cancel at any time: You have the ability to cancel subscriptions at any time.

Consistency: Ensures you have a reliable supply of firewood throughout the year.

No extra costs: There are no costs associated with becoming a subscriber, you just reap the benefits of being a loyal customer.

To determine if you have a subscription, follow these steps:

1. Check Your Email: Look for any confirmationemails from marketing@certainlywood.co.uk. Subscription confirmations, invoices, and regular updates are sent via email.

2. Log Into Your Account: Visit our website and login to your account. Navigate to the subscription section to see if you have an active subscription.

3.Check with Customer Support: Contact the customer support team of the service provider. They can confirm whether you have an active subscription and provide details.

Certainly Wood offers a free subscription service. Customers only need to pay for the products they order. Here’s how it works:

1. Select Your Products: Choose the type and quantity of products you need, such as kiln dried logs, kindling, or Firekits. Make sure to choose the “subscribe and save” option.

2. Choose Delivery Frequency: Decide how often you want the products delivered.

3. Receive Subscription Pricing: The cost you pay is based on the products you select and whether you choose to become asubscriber or order on a one-time basis. The subscription pricing is calculated accordingly, and there are no additional fees for the subscription service itself.

Example of Subscription Pricing

1. Product Choice: Suppose you select a 1.6m3 bulk bag of kiln dried logs.

2. Delivery Frequency: You choose to have it delivered every three months.

3. Cost: The price you pay for each delivery will be the cost of the 1.6m3 bulk bag at a discounted rate of 5%. Since the subscription itself doesn’t have a separate fee, you only pay for the products as per your selected subscription option.

If you need more detailed information contact customer service.

Yes, you can opt-out of the Certainly Wood subscription at any time without any costs attached. However, if you choose to opt-out, you will no longer be able to receive the discount on your orders that the subscription provides. Here’s how it works:

Opting Out: You can cancel yoursubscription whenever you choose. There are no cancellation fees or penalties.

Effect of Opting Out: After opting out, you won’t receive the subscription discount on future orders. You can still purchase products from Certainly Wood, but they will be at full price.

Steps to Opt-Out

1. Log Into Your Account: Visit the Certainly Wood website and log into your account.

2. Manage Subscription: Navigate to the Manage Subscriptions section in your account.

3. Edit subscription: Select to edit the product within your active subscriptions list.

4. Cancel Subscription: Scroll down to below account details where you will see a “Cancel Subscription” button. Follow the prompts.

5. Confirmation: Ensure you receive a confirmation that your subscription has been cancelled.

If you have any issues or need assistance, you can always contact our customer service for help with managing your subscription.

You will be charged for your Certainly Wood subscription five working days before your chosen delivery date (or before this time if you have manually altered the date in your account).

This billing process allows for timely payment processing before your scheduled delivery.

You can easily view this billing information in your Certainly Wood account.

Here's how:

1. Log Into Your Account: Visit the Certainly Wood website and log into your account using your credentials.

2.Manage Subscriptions: Select “Manage Subscriptions” in your account portal.

3. View Subscriptions: Select “Edit” in the product which is in active subscription.

4. View Scheduled Charges: Next charge date, next delivery date and also the delivery schedule will appear here. To edit, simply click on the box you wish to change.

5. Manage Payment Method: Ensure that your preferred payment method is up to date and linked to your CW account to avoid any payment issues.

By accessing this information in your Certainly Wood account, you can stay informed about your upcoming charges and ensure that your subscription remains active and uninterrupted.

If you have any questions or need further assistance, you can reach out to our customer support for help.

The Certainly Wood subscription lasts for as long as you choose to keep it active. There is no predefined duration or end date for the subscription. It continues until you decide to stop it. Whether you want to enjoy regular deliveries of firewood products for a few months, a year, or indefinitely, the duration of your subscription is entirely up to you.

Managing Your Subscription Duration
Stopping the Subscription: If you no longer wish to receive deliveries from Certainly Wood, you can cancel your subscription at any time. This stops future deliveries and ends the subscription.
No Fixed Term: Unlike some subscription services that have fixed contract lengths, our subscription remains active until you decide to opt-out. This provides flexibility and allows you to tailor the service to your needs.
Control Over Duration: You have full control over the duration of your subscription. Whether you need firewood products for a specific season or prefer ongoing deliveries throughout the year, you can adjust or cancel your subscription accordingly. You can even take summer breaks by scheduling your order further into the winter. By offering a subscription with no fixed term, Certainly Wood allows you to enjoy the convenience of regular deliveries without any long-term commitments. You have the freedom to start, pause, or end yoursubscription whenever it suits you best.

You will receive your first order on the delivery date that you selected at checkout.

Subsequent deliveries will follow the same frequency as determined during the initial checkout process but the system will choose the date on your behalf.

All relevant delivery information, including future delivery dates and frequency, is readily accessible in your customer portal.

Here's a breakdown of the process:

Delivery Date: When placing your order, you specify the date you want your Certainly Wood products to be delivered. This initial delivery date is chosen by you during the checkout process.

Subsequent Deliveries: After the initial delivery, subsequent deliveries will occur with the same frequency as determined during checkout.

For example, if you selected a monthly delivery frequency, you'll receive your products monthly, with each delivery following the same pattern. The system will chose a delivery date for you but you have the ability to alter it later in the portal.

Customer Portal: All delivery-related information, including your chosen delivery dates and frequency, is available for your reference in your customer portal.

Simply log in to your Certainly Wood account to access this information at any time.

By providing clear visibility of delivery details in the customer portal, Certainly Wood ensures that you stay informed about the timing of your deliveries and can plan accordingly.

If you need to make changes to your delivery schedule or have any questions, you can manage everything conveniently through your customer portal or reach out to our customer support for assistance.

Yes, Certainly Wood takes the security of your card details seriously. We employ industry-standard encryption and security measures to ensure that your payment information is protected during the subscription process. Ensure to keep any passwords secure and do not share them with anyone.

Yes, you can have multiple subscriptions. Whether you need different products on a regular basis or want to customise your subscription to include one-off products, Certainly Wood accommodates your preferences.

Here's how multiple subscriptions work:

Product Variety: We offer a range of products, including Flamers, kiln dried logs, kindling, and other firewood accessories. Each product can be subscribed to individually.
Customisation Options: You have the flexibility to create multiple subscriptions based on your specific needs. For example, you can have one subscription for Flamers that arrives every 2 months, another for kiln dried logs that is delivered every 6 months, and a third for kindling which arrives in conjunction with your Flamers.
Frequency and Quantity: For each subscription, you can choose the desired frequency of deliveries and the quantity of products you require. This allows you to tailor each subscription to your consumption patterns.
Adding One-Off Products: Additionally, you can add one-off products to your existing subscriptions as needed. For example, if you have a subscription for kiln dried logs but also want to purchase a KindleFlamers as a one-time purchase, you can add it to your subscription order.
Managing Subscriptions: You can easily manage your multiple subscriptions through your Certainly Wood account. This includes modifying delivery frequencies, updating product quantities, and adding or removing products from your subscriptions.Having multiple subscriptions with Certainly Wood gives you the flexibility to ensure that you have a steady supply of all the firewood products you need, tailored to your preferences and consumption habits.

Certainly Wood acknowledges receipt of your order by sending an email confirmation. This confirmation provides assurance that your order has been received and is being processed. Additionally, you can view the details of your order in your customer portal.

Here’s how it works:
Email Confirmation: After you place anorder with Certainly Wood, you will receive an email confirmation. This email serves as acknowledgment of your order and includes details such as the products ordered, quantities, total cost, and estimated delivery date.
Order Status in Customer Portal: You can also access the acknowledgment of your order in your customer portal on the Certainly Wood website. Log in to your account and navigate to the order history or recent orders section. Here, you’ll find information about all your orders, including the most recent one.
Order Tracking: With orders delivered via Palletline or DPD, you will receive further updates and tracking information once your order has been dispatched. This allows you to track the progress of your delivery and know when to expect it.

By providing email confirmations and order details in the customer portal, Certainly Wood ensures that you stay informed about the status of your order every step of the way. If you have any questions or concerns about your order, you can always refer to the acknowledgment email or check your customer portal for more information.

You can contact Certainly Wood's customer services through various channels:

Live Chat: Visit our website and look for the live chat option. This allows you to connect with a customer service representative in real-time and get assistance with your queries or concerns. Please note that the live chat is operational only during office hours and any messages left outside of this period will be responded to within 24 hours.
Phone: Call our customer service team at 01981 251796.
Email: Send an email to marketing@certainlywood.co.uk. Be sure to include relevant details about your inquiry or issue in your email.

It’s important to note that the subscription itself does not need to be renewed.

Here's how it works:
No Renewal Required: Unlike some subscription services that require periodic renewal, your Certainly Wood subscription does not need to be renewed. Once you've subscribed, your subscription remains active until you decide to cancel it.
Automatic Billing: Your subscription is set up for automatic billing according to your chosen frequency (e.g., monthly,quarterly). You don't need to take any action to renew it manually. As long as you continue to receive deliveries, your subscription remains active.
Cancellation Flexibility: If you no longer wish to continue with your subscription, you can cancel it at any time. There are no renewal fees or penalties for cancellation. Simply log into your Certainly Wood account and follow the cancellation process.
Cost-Free: Your Certainly Wood subscription does not involve any additional costs. You only pay for the products you order, and there are no fees associated with maintaining yoursubscription.
Manage Subscription: To make changes to your subscription, such as adjusting delivery frequency or updating your product selections, you can log into your Certainly Wood account and access the subscription management section. From there, you can modify your subscription preferences as needed.

Your current subscription with Certainly Wood never expires. It will continue indefinitely until you decide to cancel it.

Key Points:

No Expiration: Your subscription does not have an expiration date.

Ongoing Service: The service continues as long as you keep it active.

Cancellation: You can cancel your subscription at any time if you no longer wish to receive deliveries. You have the flexibility to maintain or cancel your subscription according to your needs without worrying about renewal or expiration dates.

If a product doesn't arrive or arrives damaged, you should contact customer services for assistance.

Here are the steps you can take:

Live Chat: Use the live chat option on the website to speak with a customer service representative in real-time.

Phone: Call Certainly Wood at 01981 251796 to report the issue and get immediate assistance.

Email: Send an email to marketing@certainlywood.co.uk detailing the problem with your order, including any relevant information such as your order number and a description of the issue.

Provide Details: When contacting customer services, provide specific details about the missing or damaged product. Include your order number, delivery date, and any other relevant information to help us resolve the issue quickly.

Follow Instructions: Follow the instructions given by the customer service representative. We may ask for photos of the damaged product or other information to process your claim.

Our customer service team will assist you in resolving the issue, whether it involves sending a replacement product, issuing a refund, or providing another suitable solution.

Deciding whether a subscription to Certainly Wood is right for you depends on your specific needs and preferences.

Here are some points to consider to help you make an informed decision:

Benefits of a Certainly Wood Subscription:

Regular Supply: If you use firewood or firewood accessories frequently, a subscription ensures you always have a steady supply without needing to place individual orders each time.

Cost Savings: Subscribers receive a minimum of 5% off on orders, which can add up to significant savings over time. As a member you would save a minimum of 10%, so consider adding a Fire Club Membership to your account.

No Subscription Fee: There are no costs associated with maintaining the subscription itself, only the cost of the products you order.

Flexibility: You can cancel at any time without penalties, providing flexibility to adjust your subscription based on your needs.

Priority Service: Subscribers are not affected by lead times, ensuring timely deliveries.

Considerations:

Usage Frequency: Assess how often you need firewood or firewood accessories. If you only use one bulk bag a year, a subscription may not be necessary. Our Fire Club Membership, which offers 10%off all orders, even one-time purchases, however, might be worth considering.

Storage Space: Ensure you have enough space to store regular deliveries of firewood.

A Certainly Wood subscription is right for you if:

1)You regularly use firewood, firelighters or kindling and want to ensure a consistent supply.

2) You appreciate the convenience of scheduled deliveries.

3)You want to save money through subscriber discounts.

4) You value flexibility with the option to cancel anytime without extra costs. If these benefits align with your needs, then a Certainly Wood subscription could be a great choice for you.

If you're unsure, you might try the subscription for a short period to see if it suits your lifestyle and preferences.

You will know a delivery is coming from Certainly Wood through several notifications:

Email Notification: You will receive an email from us confirming the upcoming delivery. This email will include details about the delivery date and any other relevant information.
Courier Notification: You will receive an email from the courier which will give you access to tracking information.
SMS Notification: You may also receive an SMS message providing delivery details and updates, ensuring you are informed even when you’re on the go.
Customer Portal: You can log into your Certainly Wood account and check your customer portal. The portal will display all information about your upcoming deliveries, including dates and order details.

DPD Orders:
Delivery Date: Smaller parcels delivered via DPD will aim to arrive on your desired delivery date, however this could vary by 1 working day either side. Tracking notifications will be provided bythe courier.
Delivery Window: You should receive a 2-hour window slot on the day of delivery. This information will be available through the DPD tracking system.

Palletline Orders:
Delivery Date: Orders delivered via Palletline should arrive on your desired delivery date unless you are informed otherwise.
Delivery Window: Palletline should provide you with a 2-hour window slot on the morning of delivery. If you don’t receive one and would like to have one, please contact our customer serviceteam on 01981251796.

Notifications:
Email and SMS: You will receive notifications via email and possibly SMS with details about your delivery·
Customer Portal: You can also check your delivery status and details in your Certainly Wood customer portal.

To change the address of your subscription account with Certainly Wood, follow these steps:

1) Log In: Visit the Certainly Wood website and log in to your account using your credentials.
2) Access Account Settings: Once logged in, navigate to “Manage subscriptions”.
3) Edit Address: Navigate to “Shopping Addresses” and click on “Edit Shipping Address” for the address you wish to change.
4) Update Address: Amend the relevant details and save your changes. Any associated subscriptions will now be delivered to the new address.
5) Verify Changes: Double-check that the address has been successfully updated in your subscription account. Navigate to Subscriptions and click on “Edit” the subscription associated with the new address. Shipping address should now be updated in the details of your subscription product.

If you encounter any difficulties or need assistance withupdating your address, you can reach out to our customer service team for further support.

To change or update your payment card details with Certainly Wood, you can follow these steps:

1) Log In: Visit the Certainly Wood website and log in to your account using your credentials.
2) Access Payment Settings: Once logged in, navigate to your account settings or payment details section. This is located in the billing or payment information area of your account settings.
3) Edit Payment Card: Look for an option to edit or update your payment card details. This may be labelled as "Manage Payment Methods" or "Update Card Information.
4) Enter New Details: Select the option to update your payment card details. You will typically need to enter the new card number, expiration date, CVV code, and any other required information.
5) Save Changes: After entering the new card details, be sure to save the changes to apply them to your account.
6) Verify Changes: Double-check that your payment card details have been successfully updated in your account. You may receive a confirmation message confirming the changes. If you encounter any difficulties or need assistance with updating your payment card details, you can reach out to our customer serviceteam for further support.

To alter your subscription with Certainly Wood, you can make changes directly through the customer portal. Here's how:

1) Log In: Visit the Certainly Wood website and log in to your account using your credentials.
2)Access Subscription Management: Once logged in, navigate to the subscription management section. This is located within the customer portal.
3) View Current Subscription: Review your current subscription details, including the products you're subscribed to, delivery frequency, and any other relevant information.
4) Make Changes: Look for options to modify your subscription. You can change the type or quantity of products, adjust the delivery frequency, update payment details, or make other alterations.
5) Save Changes: After making the desired changes to your subscription, be sure to save them to apply the updates to your account.
6) Verify Changes: Double-check that your subscription alterations have been successfully applied. You may receive aconfirmation message confirming the changes

.By utilising the customer portal, you have full control overmanaging your subscription with Certainly Wood, allowing you to tailor it to your preferences and needs.

If you encounter any difficulties or need assistance with altering your subscription, our customer service team isavailable to provide support and guidance.

To change how often your subscription products are delivered, follow these steps:

1. Log in to your account: Log into your Certainly Wood account.

2.Navigate the subscription portal: Click on “Manage Subscription” link.

3.Select the subscription product: In “Subscriptions”, find the product in “Active subscriptions” and click “Edit”.

4. Change delivery frequency: Click on “Delivery Schedule”, select a new option and click “Update”.

5. Verify: The “Delivery Schedule” should have updated to your new selection and a new charge and delivery date have been selected. Please carefully review you are happy with your new date and make any necessary amendments.

If you have trouble finding these options or saving changes, contact our customer support for specific guidance.

If you forget to cancel your subscription, there's no need to worry because the subscription is free. Here’s what happens:

1. No Additional Charges: Since the subscription itself is free, you won’t incur any extra fees or charges for keeping it active.
2. Automatic Deliveries: Your scheduled deliveries will continue according to the frequency you selected. You will be charged for the products delivered, but there are no penalties or fees for maintaining the subscription itself.
3. Flexible Cancellation: You can cancel your subscription before goods are despatched without any penalties. Simply log into your account and update your subscription settings to stop futuredeliveries.
4. Despatched Goods: If we have already despatched goods, there will be a cancellation fee applied if you wish to cancel your subscription order post-despatch. Contact us as soon as possible and we will do our best to minimise any costs involved. Please see our Terms and Conditions for details of cancellation fees.

Despatched goods: If we have already despatched goods, there will be a cancellation fee applied. If you wish to cancel your subscription order post-despatch, contact us as soon as possible and we will do our best to minimise any costs involved. Please see our Terms and Conditions for details of cancellation fees.

You can skip subscriptions as frequently as required. In the case of pausing for the summer, simply schedule you summer delivery further into the future.

Follow these steps: Log into your account.

Navigate to “Manage Subscriptions”

Locate your active subscription and click on edit. Click on the arrow in the “Charge Date” box to edit.

Select a new date as far in the future as it suits you. Click save.

The new delivery date will be 5 days from your charge date. If the delivery date does not suit, you can amend this too, but this will not amend the charge date.

Your active subscriptions will be automatically generated. For any discount codes, you will need to apply that in checkout when opting for new products.

You can add new products to your subscription directly in your portal. Select the same delivery date and the system will couple the order together. If you have issues with adding the product to your existing subscription, please contact customer services for assistance.

If we cannot collect payment for your subscription, we will pause your order until the payment issue is resolved. Once the order is paid for, we will despatch the goods.

Membership is the best way to purchase from Certainly Wood. Perks include a 10% discount on all orders, free AM/PM delivery on bulk orders, a £15 birthday reward, a pack of KindleFlamers 50 worth £21.99 and you even get to plan a tree with every order. With the membership only costing £34.99 per year, this option is suitable for anyone placing more than one order per year.

To skip a delivery, follow these steps:
1) Log into your account on certainlywood.co.uk
2) In the account, click on “Manage Subscriptions”
3) Click on “Edit” in the active subscription you wish to change.
4) Scroll down and click on the orange button that says “Skip Shipment”.

As a subscriber or a member, we will prioritise orders which are scheduled by our subscribers and members. Unless in special circumstances, you should not be affected by any stock shortages.

If you no longer wish to receive the current subscription, you must cancel it and replace it with a new product. You cannot alter the log size of the current subscription. If you need assistance with this, please contact customer services.