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Store Policy

Customer Care

At Woodnites we are committed to providing a positive and professional customer experience. Our Customer Care Policy outlines how we support you before, during, and after your purchase.

1. Our Commitment to You

We aim to:

  • Provide prompt, friendly, and helpful support

  • Handle all enquiries, orders, and issues with care and respect

  • Resolve complaints efficiently and fairly

  • Deliver quality products and services

2. Customer Support Hours

Our support team is available:

  • Monday to Friday: 9:00 AM – 5:00 PM (UK Time)

  • Saturday, Sunday & Public Holidays: Closed

You can contact us via:

We aim to respond within 24 business hours.

3. Order Support

We provide assistance with:

  • Product information and recommendations

  • Order placement and payment issues

  • Order tracking and shipping updates

  • Returns, refunds, and exchanges (see our [Returns Policy])

4. Returns & Refunds

We accept returns within 3 days of delivery for most items, subject to our Returns Policy. If your item is faulty or not as described, we will cover return shipping and issue a full refund or replacement.

For full details, see our Returns & Refunds Policy

5. Customer Feedback

We welcome feedback on how we can improve. If you're satisfied, we’d love to hear from you. If you're not, please let us know and we’ll do our best to make things right.

You can leave feedback via:

6. Complaint Resolution

If you have a complaint, we will:

  1. Acknowledge it within 1 business day

  2. Investigate and respond within 5 business days

  3. Escalate to a manager if needed

  4. Work with you toward a fair resolution

If you are not satisfied, you may be entitled to raise the issue with an Alternative Dispute Resolution (ADR) provider or trading standards.

7. Your Responsibilities

We kindly ask that you:

  • Provide accurate contact and order information

  • Treat our support team with courtesy and respect

  • Notify us promptly if there’s an issue with your order

8. Changes to This Policy

We may update this policy from time to time. Any changes will be posted on our website.

9. Contact Us

If you have any questions about this policy, contact us at:

​

woodnites.com
Email: support@woodnites.com
 

Privacy & Safety

1. Who We Are

This Privacy Policy explains how woodnites.com ] ("we", "us", "our") collects, uses, discloses, and safeguards your information when you visit our website www.woodnites.com or purchase our products.

We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. What Information We Collect

We collect the following types of personal data:

  • Contact Information: name, email address, phone number, billing and shipping address

  • Account Information: username, password

  • Payment Information: credit/debit card details (processed securely via a third-party payment provider)

  • Order History: products purchased, dates, amounts

  • Device and Usage Data: IP address, browser type, pages visited, and other analytics

3. How We Use Your Information

We use your information for the following purposes:

  • To process and fulfil your orders

  • To provide customer support

  • To personalise your shopping experience

  • To send order updates and marketing communications (if you have opted in)

  • To comply with legal obligations

4. Legal Basis for Processing

We process your data on the following legal bases:

  • Contractual Necessity: for processing your orders

  • Legal Obligation: for complying with applicable laws

  • Legitimate Interests: to improve our services and detect fraud

  • Consent: for email marketing and non-essential cookies

5. Sharing Your Information

We only share your personal data with:

  • Payment processors (e.g., Stripe, PayPal)

  • Delivery partners (e.g., Royal Mail, DPD)

  • IT service providers (e.g., web hosting, email services)

  • Analytics providers (e.g., Google Analytics) – with appropriate safeguards

We do not sell your personal data.

6. International Transfers

If your data is transferred outside the UK, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses approved by the UK ICO.

7. Data Retention

We retain your data only as long as necessary:

  • For orders: up to 6 years for tax and accounting

  • For marketing: until you withdraw your consent

8. Your Rights

You have the right to:

  • Access your personal data

  • Correct inaccurate or incomplete data

  • Request deletion of your data

  • Restrict or object to processing

  • Withdraw consent at any time

  • Lodge a complaint with the UK Information Commissioner’s Office (ICO)

9. Cookies and Tracking

We use cookies to enhance your experience. You can control cookie preferences through your browser settings or via our cookie banner.

For more details, see our [Cookie Policy].

10. Marketing Communications

If you opt in, we may send you updates about our products and offers. You can unsubscribe at any time via the link in our emails or by contacting us.

11. Security

We implement appropriate technical and organisational measures to protect your data, including HTTPS encryption, access controls, and secure data storage.

12. Contact Us

If you have any questions or concerns, please contact us:

​

woodnites.com 

GPG House, Walker Avenue
Wolverton Mill
Milton Keynes,

MK12 5TW 


Email: support@woodnites.com

Wholesale Inquiries

If you would like to sell any of our product  please contact us via trade firewood enquiry form in the trade firewood secton of the page or alternatively email at at trade@woodnites.com

​

Accepted Payment Methods

- Credit / Debit Cards
- PAYPAL

- Apple & Google Pay

- Offline Payments & Trade invoicing

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