Shipping & Delivery Policy

Last updated: 24 September 2026

This Shipping & Delivery Policy explains how orders placed through HOUTNL are processed, dispatched and delivered.

HOUTNL is operated by HOSNOU LTD.

1. Delivery Destinations

We deliver throughout the United Kingdom and Europe.

Our distribution arrangements include strategically located delivery points, allowing us to serve customers across our advertised destinations.

We do not apply general geographical exclusions. If a particular delivery address requires special arrangements, we will contact the customer before dispatch.

2. Free Delivery

We offer free standard delivery to all destinations available at checkout.

There is no minimum order value required to qualify for free standard delivery.

Any optional service carrying an additional charge will be clearly identified before the customer completes their purchase.

3. VAT, Customs Duties and Import Charges

Applicable VAT is included in our advertised prices.

HOUTNL covers applicable customs duties and import charges associated with delivery to our advertised destinations.

Customers are not expected to pay additional customs duties or import charges when receiving their orders.

If a carrier requests an unexpected import-related payment, please contact our customer service team before making the payment.

4. Order Processing

Orders are generally prepared within 1–2 working days after payment confirmation.

Working days exclude weekends and applicable public holidays.

If additional information is required to process an order, we will contact the customer using the details provided at checkout.

5. Estimated Delivery Times

Our estimated delivery time is 3–5 working days after order processing for destinations in the United Kingdom and Europe.

The combined estimated processing and delivery period is therefore generally 4–7 working days.

Delivery estimates are not guaranteed arrival dates. Unforeseen circumstances, severe weather, transport disruption or delivery-access restrictions may occasionally affect arrival times.

If we become aware of a significant delay, we will contact the customer and explain the available options.

6. Delivery Partner

Our logistics arrangements include Groo Logistics.

We may use appropriate delivery arrangements according to the product, destination and order requirements.

7. Pallet Deliveries

Heavy heating fuel products are delivered on pallets.

Our standard pallet delivery service is kerbside delivery.

This means the driver delivers the pallet to a safe, accessible location at the kerbside, rather than carrying it inside a building, garage or storage area.

Customers should ensure that:

• The delivery address is correct.

• A suitable delivery vehicle can access the location.

• The delivery area is reasonably accessible.

• Any relevant access restrictions are communicated to us before dispatch.

Please contact us before ordering if your property has narrow roads, steep access, weight restrictions or other delivery limitations.

8. Order Tracking

We provide tracking information when an order has been dispatched and tracking becomes available.

Customers can use the tracking details to follow the progress of their delivery.

9. Delivery Problems

If your order has not arrived within the estimated delivery period, please contact us with your order number.

We will investigate the delivery status and provide an update.

If a parcel or pallet appears damaged upon arrival, please notify us as soon as possible. Photographs of the packaging and affected products can help us investigate the issue.

Your statutory consumer rights remain unaffected.

10. Incorrect Delivery Information

Customers should check their delivery information carefully before completing an order.

If you discover an error, contact us as soon as possible. We will attempt to correct the details before dispatch.

11. Contact Information

For delivery enquiries:

HOUTNL — HOSNOU LTD

20 Wenlock Road
London, England
N1 7GU
United Kingdom

Email: contact@houtnl.com

Telephone: +44 1795 904750

Customer service hours: 09:00–18:00