Shipping policy

Shipping Policy

This Shipping Policy applies to orders placed with Ecofuel Store Ireland Limited, trading under the ECOFUEL™ brand, for delivery in the Republic of Ireland and Northern Ireland.

Ecofuel Store Ireland Limited remains the contracting seller for Northern Ireland orders.

For delivery questions, please contact us at hello@ecofuel.ie.

Delivery at a glance

We deliver throughout the Republic of Ireland and Northern Ireland.

Delivery options and charges are shown before you complete your order. For draft orders, phone-assisted orders or payment-link orders, we will show or agree the delivery charge before the order is completed.

Most orders are delivered by our own delivery team, a parcel courier or a pallet carrier, depending on the products, location, weight, packaging, route and access.

If your order is heavy, bulky or delivered on a pallet, please make sure there is safe access and a suitable unloading point. If you have delivery notes, access information or safe-place instructions, please add them to your order or email us at hello@ecofuel.ie.

If something goes wrong with delivery, contact us as soon as reasonably possible and we will review it.

1. Where we deliver

We deliver throughout the Republic of Ireland and Northern Ireland, subject to the delivery options available at checkout and the access requirements in this policy.

This policy also applies to Northern Ireland orders. Ecofuel Store Ireland Limited remains the contracting seller. The same general delivery process applies unless a Northern Ireland-specific legal requirement applies.

For offshore island deliveries, or locations requiring ferry or onward local transport, we will confirm the relevant local port, freight operator, carrier depot or other agreed handover point before dispatch where practical. Our delivery service ends at that agreed handover point unless we have expressly agreed otherwise in writing.

The customer is responsible for choosing, arranging and paying for onward transport from that point unless we have expressly agreed otherwise in writing.

Where delivery requires a port, freight operator, carrier depot or onward transport handover point, we may pause delivery until the handover point and onward arrangement are confirmed.

2. Delivery charges

Delivery charges are shown at checkout before you complete your order.

For draft orders, phone-assisted orders or payment-link orders, the applicable delivery charge will be shown on the draft order, invoice or payment request, or otherwise agreed with us before the order is completed.

Depending on the order, we may use standard website delivery rates or a custom delivery charge agreed for that order.

Where a valid delivery discount code or agreed draft-order delivery arrangement applies, the delivery charge shown at checkout, on the draft order, invoice or payment request will apply to that order only.

Delivery charges may change for future orders, but not after your order is confirmed unless you agree to a changed delivery arrangement.

If no delivery option is available at checkout, please contact us so that delivery can be reviewed.

3. Delivery times and order processing

Orders are normally processed Monday to Friday, excluding public holidays. Orders placed after 12:00 noon may be processed on the next working day.

Delivery estimates shown at checkout are overall estimated delivery windows. They are not guaranteed dispatch times, transit times or fixed delivery commitments.

Delivery dates shown at checkout, in tracking, in delivery communications or agreed during scheduling are estimates or planned delivery dates unless we have expressly agreed in writing before the order is completed that delivery by a specific date is essential.

Delivery times may be affected by stock availability, route planning, delivery method, carrier availability, customer location, access conditions, weather, public holidays, vehicle issues, operational disruption or peak-season demand.

During peak periods, deliveries may occasionally take place on Saturdays, early mornings or evenings, but this is not guaranteed and depends on operational planning.

If we become aware of a material delay affecting your order, we will contact you where practical to provide an update or agree a revised delivery arrangement.

If we cannot deliver a consumer order within 30 days after the order is confirmed, or within another delivery period expressly agreed with the customer, we will contact the customer to agree a revised delivery arrangement or another appropriate solution. This does not affect statutory rights.

4. Order status and delivery wording

Your customer account, order page, order-status page, delivery notifications and customer-service communications may use operational wording to describe the progress of an order.

For this policy:

Confirmed means the order has been received. It may still be waiting for preparation, or it may already be moving through our preparation process.
Fulfilled or moving to delivery means the order has moved into ECOFUEL™’s fulfilment or delivery workflow.
Dispatched means the order has been physically loaded onto an ECOFUEL™ delivery vehicle or handed to a parcel courier or pallet carrier.
Delivered means the goods have been delivered to the customer, an authorised person, an authorised safe place or another agreed delivery point.

Fulfilled does not mean the same thing as delivered.

Your order page may show different options depending on how far the order has progressed. If the order has not yet moved into preparation, fulfilment or dispatch, you may see Cancel items. Once the order has moved into fulfilment or delivery, your order page may instead show Return items, even if the order is still shown as On its way and has not yet been physically delivered.

Once an order has moved into fulfilment or delivery, we will review any cancellation or return request based on the real operational position. Where practical, we may stop or intercept the order before delivery. If the order cannot reasonably be stopped, delivery may continue and the return process may apply after delivery.

Cancellation, return and refund outcomes are dealt with under our Return and Refund Policy.

5. Pre-orders and delayed delivery

Normal delivery estimates apply to products available for normal purchase.

Where a product is sold as a pre-order, back-in-stock campaign or delayed-delivery product, the delivery timing shown for that product, at checkout, in the order confirmation or in customer communications will apply instead of the normal delivery estimates.

Customers may contact us to request delayed delivery. Where practical, we may agree to hold an order for delivery at a later date, normally for up to 30 days. Delayed delivery must be agreed with us and depends on stock, route planning, carrier availability, storage capacity and the delivery method.

If the customer cannot accept delivery within an agreed or reasonable time, we may contact the customer to agree a new arrangement or may cancel and refund the order, without affecting any legal rights that apply.

6. How we deliver

ECOFUEL™ uses a mixed delivery model.

Delivery may be completed by:

our own delivery team;
a parcel courier;
a pallet carrier.

We choose the most suitable delivery method for each order. This may depend on the products ordered, packaging format, order size and weight, delivery address, access conditions, stock location, route planning, carrier availability, cost efficiency and seasonal capacity.

The delivery method used for an order may not always match the wording of the checkout rate exactly. A checkout delivery rate is a pricing and service option, not a guarantee that a specific vehicle, delivery team member, courier or carrier will be used.

Tracking, ETA information, delivery references, delivery photographs, signatures or proof-of-delivery records may vary depending on the delivery method.

Customers can check their order-status page for delivery updates. The level of tracking or delivery detail shown may vary depending on the delivery method.

7. Delivery details and access

Customers are responsible for providing a complete and accurate delivery address, Eircode or postcode, contact number and any relevant access instructions.

Please tell us before delivery about anything that may affect access, including narrow roads, low bridges, weight restrictions, gates, apartments, no turning space, steep or gravel driveways, limited opening hours, delivery-only time windows, or other delivery restrictions.

If delivery details are missing, unclear or incorrect, delivery may be delayed while we contact the customer or agree a practical delivery solution.

For business deliveries, customers should provide any relevant opening hours, delivery windows, loading-bay restrictions, access requirements or site-specific delivery instructions before delivery.

We or our delivery partner may delay, rearrange or refuse to complete delivery where access is unsafe, blocked, restricted, unsuitable for the delivery method, or where completing delivery would create a risk of injury, property damage or product damage.

Where access is restricted, unsafe or unsuitable, we or our delivery partner may complete delivery at the nearest safe and accessible point where reasonable, or contact the customer to agree a practical solution.

8. Where we can place your delivery

For ECOFUEL™ deliveries made by our own delivery team, we may, where safe and practical, place goods at a doorstep, garage, shed, storage area or another accessible location agreed with the customer.

We do not guarantee indoor delivery, entry into homes, movement through internal rooms, upstairs carrying, stock rotation, shelf stacking or placement where there is a risk of injury, property damage or product damage.

For apartments, duplexes, shared buildings or multi-unit premises, delivery is normally made to the building entrance, reception area, loading area or another safe ground-floor accessible point.

For business deliveries, delivery is normally made to a loading bay, yard, reception, storage area or another safe accessible point agreed or reasonably available at the premises. We do not guarantee stock rotation, shelf stacking, internal placement or movement through the premises unless this has been specifically agreed for that order.

For business deliveries, delivery may be completed to a person at the premises who appears reasonably authorised to receive goods, including staff at reception, loading areas, yards, warehouses, restaurants or other commercial delivery points.

We or our delivery partner will not normally leave goods with a neighbour or at a different address unless the customer has clearly authorised this in advance.

9. Pallet and heavy deliveries

Pallet and heavy deliveries need suitable access so they can be completed safely.

Pallet deliveries are normally made to the nearest safe, legal and accessible delivery point at the delivery address. This may be a kerbside, driveway entrance, yard entrance, loading area or other suitable hard-standing area, depending on vehicle access, unloading safety and surface conditions.

Pallet delivery does not include guaranteed placement in a garage, shed, building, storage area or any exact location requested by the customer.

Pallet deliveries require a flat, solid and reasonably level surface suitable for pallet-truck unloading. Pallets cannot normally be moved across grass, gravel, loose stone, steep slopes, steps, soft ground or uneven surfaces.

Pallet deliveries will not knowingly be left where they obstruct a public road, public footpath, shared access route or create a safety hazard.

If no safe, legal and accessible unloading point is available for a pallet delivery, delivery may not be completed. We or the carrier may contact the customer to agree a practical solution or rearrange delivery.

If a pallet delivery cannot be completed because the delivery location does not have a safe, legal and accessible unloading point, or because important access restrictions were not disclosed before delivery, we may contact the customer to agree a practical solution or rearrange delivery.

Where the failed pallet delivery was caused by access conditions, missing delivery information or incorrect delivery information within the customer’s control, we may recover the reasonable additional carrier cost where permitted by law, provided that the customer is told the amount or basis of the charge before the paid rebooking is arranged.

No charge applies where the failed delivery was caused by ECOFUEL™, its delivery provider or circumstances outside the customer’s reasonable control.

Unless we agree otherwise in writing, pallets delivered with an order become the customer’s responsibility after delivery and may be reused or disposed of by the customer.

10. Safe-place and unattended delivery

Customers may use the order-instructions field, email or other delivery communication to provide delivery notes, access information or safe-place instructions.

If the customer gives clear safe-place or unattended-delivery instructions, we may treat those instructions as authority to complete delivery at that location, provided the location is clear, safe, accessible, suitable for the goods and practical for the delivery method.

Examples of clear instructions may include a specific instruction such as leaving goods beside a garage, in an unlocked shed or at another clearly identified safe location.

Vague instructions such as “leave outside” or “leave somewhere safe” may not be enough for us or our delivery partner to complete unattended delivery safely.

We or our delivery partner may decline, vary or delay delivery where the customer’s delivery instructions are unclear, unsafe, inaccessible, unsuitable for the goods, unsuitable for the weather conditions, or not practical for the delivery method.

If the customer is not available and no clear safe-place or delivery instruction has been provided, we may try to contact the customer. If delivery cannot be completed safely or practically, we may rearrange delivery or agree another practical solution.

Where we complete delivery in line with a clear customer-authorised safe-place or unattended-delivery instruction, the customer is responsible for protecting the goods from weather, moisture, damage, theft or further movement after delivery has been completed.

11. Weather, moisture and storage after delivery

Many ECOFUEL™ products are sensitive to rain, damp and moisture.

Product packaging is intended to protect goods during normal handling and delivery, but it is not designed for long-term outdoor storage.

Pallet wrap and outer packaging are intended to protect goods during normal handling and delivery. They are not a guarantee that goods can be left exposed to rain, damp or weather.

After delivery has been completed, customers should move fuel products to a dry, covered and suitable storage location as soon as reasonably possible.

12. When delivery is complete

Goods are not at the customer’s risk merely because they have been dispatched.

For consumers, risk passes only when the goods are delivered to the customer, a person nominated or reasonably authorised by the customer, an agreed safe place, or another delivery point agreed with the customer.

Delivery may be completed to:

the customer;
another person at the delivery address who appears reasonably authorised to receive the goods;
a clear customer-authorised safe place;
the nearest safe, legal and accessible point for pallet delivery, where that point is the agreed delivery point for the order, has been clearly disclosed as part of the pallet delivery service, is reasonably required because of access or safety conditions, or is accepted or authorised by the customer or an authorised person;
an agreed port, freight operator, carrier depot or handover point for offshore island or onward transport deliveries.

For consumer orders, delivery to the nearest safe, legal and accessible point for pallet delivery will be treated as completed delivery only where that point is part of the agreed delivery arrangement, has been clearly disclosed as part of the pallet delivery service, is accepted or authorised by the customer or an authorised person, or is reasonably necessary at the delivery address because the requested location cannot be accessed safely or legally.

For business customers, risk passes when delivery is completed to the delivery address, an agreed delivery point, an authorised recipient, an agreed safe place, a port or handover point, or the nearest safe, legal and accessible point for pallet delivery.

Delivery scans, tracking records, delivery references, photographs, signatures, delivery notes and carrier proof-of-delivery records may be used as evidence. If there is clear evidence that something went wrong, we will still investigate whether the goods were delivered to the customer, an authorised person, an authorised safe place or another agreed delivery point.

If tracking, a delivery scan or carrier record shows an order as delivered but the customer has not received it, the customer should contact us as soon as reasonably possible at hello@ecofuel.ie so the delivery can be investigated.

For offshore island deliveries or deliveries requiring onward local transport, delivery is complete when the goods are delivered to the relevant local port, freight operator, carrier depot or other agreed handover point confirmed with the customer. The customer is responsible for onward transport from that point unless we have expressly agreed otherwise in writing.

Once delivery has been completed at the agreed port or handover point, the customer is responsible for onward transport, including any damage, delay or loss during onward transport, unless the issue was caused by ECOFUEL™ before handover.

13. If delivery cannot be completed

If delivery cannot be completed, we will contact the customer where practical to rearrange delivery or agree a practical solution.

Delivery may fail or be delayed where the delivery address is incorrect or incomplete, delivery instructions are missing or unclear, access restrictions were not disclosed, the customer is unavailable where contact or attendance is reasonably required, a correct and undamaged delivery is refused, or the customer does not follow an agreed delivery arrangement.

If delivery fails because of something within the customer’s control, we may recover reasonable additional delivery or carrier costs before rebooking, where permitted by law. This may include incorrect delivery details, missing or unclear delivery instructions, undisclosed access restrictions, customer unavailability, refusal of correct and undamaged goods, or failure to follow an agreed delivery arrangement.

We will explain any additional charge before arranging a paid rebooking. No additional delivery charge will be applied unless the customer has been told the amount or basis of the charge before the paid rebooking is arranged.

No charge applies where the failed delivery was caused by ECOFUEL™, its delivery provider, or circumstances outside the customer’s reasonable control. This does not affect consumer statutory rights.

If delivery repeatedly fails because the address, access, customer availability or delivery instructions are not workable, we may pause the order until a suitable delivery plan is agreed. If no workable delivery arrangement can be agreed, we may cancel and refund the order, without affecting any legal rights that apply.

For parcel courier deliveries, if the customer is unavailable or the courier cannot complete delivery, the courier may follow its own delivery process. This may include another delivery attempt, delivery to a pickup point or depot, or return of the parcel to ECOFUEL™. We do not authorise delivery to a neighbour or different address unless the customer has clearly authorised this.

If goods are visibly damaged at delivery and the customer refuses delivery, the customer should contact us as soon as possible at hello@ecofuel.ie. We will investigate with the delivery provider and arrange the appropriate next step. This will not be treated as a customer-caused failed delivery.

If a customer refuses a correct and undamaged delivery because they no longer want the goods, we will treat this as a cancellation or return request where applicable. Consumer cancellation and return rights are dealt with under our Return and Refund Policy. For business customers, refusal of correct and undamaged goods is subject to ECOFUEL™’s agreement and any applicable commercial terms.

If a customer refuses delivery because of delivery-location or access expectations, but we or our delivery provider are following the agreed delivery service correctly, we may contact the customer to agree a practical solution. If no workable solution is agreed, we may pause delivery or cancel and refund the order, without affecting any legal rights that apply.

14. Split deliveries

We normally aim to deliver each order together.

In some cases, an order may be delivered in more than one shipment or by more than one delivery method, for example because of stock location, product type, carrier requirements or operational scheduling.

Where consumer cancellation rights apply, any relevant cancellation period will be handled in line with the Return and Refund Policy and applicable legal rights.

15. Damaged, missing, short or incorrect goods

If goods arrive damaged, missing, short, incorrect or defective, please contact us at hello@ecofuel.ie as soon as reasonably possible.

Consumers should report visible delivery damage, shortages or incorrect goods within 48 hours of delivery where reasonably possible, so ECOFUEL™ can investigate promptly. This does not affect statutory rights.

Issues that could not reasonably have been identified at delivery should be reported as soon as reasonably possible after discovery.

To help us investigate delivery issues, customers should keep the goods and packaging where practical and provide photographs of any visible damage, incorrect goods, shortage, delivery location or packaging condition.

If a consumer cannot provide a photograph or keep packaging, we will still review the issue based on the information reasonably available. This does not affect statutory rights.

Business customers must inspect deliveries promptly. Visible damage, shortages, incorrect goods or disputed delivery must be reported within 48 hours of delivery. If that period ends on a weekend or public holiday, the issue should be reported by the next working day. Issues that could not reasonably have been identified on delivery must be reported as soon as reasonably possible after discovery.

Delivery issues and remedies for damaged, missing, short, incorrect or defective goods are handled under our Return and Refund Policy and applicable legal rights.

16. Cancelling when an order is already moving

A customer may be able to request cancellation or return review from the relevant order in their customer account at https://account.ecofuel.ie/, or by contacting hello@ecofuel.ie.

If the order has not yet moved into preparation, fulfilment or dispatch, the order page may show a Cancel items option.

Once the order has moved into fulfilment or delivery, the order page may instead show a Return items option, even if the order is still on its way and has not yet been physically delivered.

An order is treated as dispatched once it has been physically loaded onto an ECOFUEL™ delivery vehicle or handed to a parcel courier or pallet carrier.

If a customer asks to cancel after dispatch, or after the order has moved into fulfilment or delivery, we will review the request and try to stop or intercept the delivery where practical.

If the delivery cannot reasonably be stopped, delivery may continue and the applicable return process will apply after delivery.

A return request before physical delivery does not mean that goods have already been delivered or that risk has passed to the customer.

Customer requests are reviewed by ECOFUEL™ and do not automatically cancel an order, approve a return, issue a refund or complete a return.

If a customer asks to cancel after dispatch and the delivery cannot reasonably be stopped, the delivery may still arrive. If the customer refuses delivery in that situation, we will treat this as part of the cancellation or return process and will advise on the next step, which may depend on the delivery method.

Cancellations, returns and refund outcomes are dealt with under our Return and Refund Policy.

17. Business customers

Business deliveries are arranged based on the order, delivery address, delivery method and any instructions agreed for that order.

Business customers should provide any relevant opening hours, delivery windows, loading-bay restrictions, access requirements or site-specific delivery instructions before delivery.

Delivery may be completed to a person at the commercial premises who appears reasonably authorised to receive goods, including staff at reception, loading areas, yards, warehouses, restaurants or other commercial delivery points.

For business deliveries, delivery is to an agreed or reasonably available safe delivery point at the premises. We do not guarantee stock rotation, shelf stacking, internal placement or movement through the premises unless this has been specifically agreed for that order.

Business customers may still be able to submit return or cancellation requests through their customer account, but the availability of a return or cancellation button does not create consumer-style change-of-mind rights.

Business customers must inspect deliveries promptly and report visible damage, shortages, incorrect goods or disputed delivery within 48 hours of delivery. If that period ends on a weekend or public holiday, the issue should be reported by the next working day. Issues that could not reasonably have been identified on delivery should be reported as soon as reasonably possible after discovery.

Business cancellations, refusals and returns of correct and undamaged goods are subject to ECOFUEL™’s agreement and any applicable commercial terms.

Where it is unclear whether a customer is acting as a consumer or as a business or commercial customer, ECOFUEL™ will treat the customer as a consumer unless the order information clearly shows that the customer is acting in the course of business.

Nothing in this section excludes mandatory legal rights that apply to business customers.

18. Phone orders, draft orders and payment links

This policy applies to phone-assisted orders, draft orders and payment-link orders unless a different written agreement applies.

Where we agree a specific delivery arrangement for a draft order, invoice or payment request, that arrangement applies to that order.

The general Shipping Policy applies unless it is varied by the agreed order-specific arrangement.

Order-specific delivery arrangements may include a specific delivery charge, delivery date, delivery site, pallet delivery point or commercial delivery instruction.

Some business draft orders may be unpaid at the time they are created because the customer has credit terms. Delivery handling for these orders depends on whether the order has been paid, fulfilled, dispatched, delivered, supplied on credit terms, or otherwise agreed with ECOFUEL™.

19. Returns, refunds and related policies

Returns, refunds, cancellations, return collections, failed return collections and remedies for damaged, missing, short, incorrect or defective goods are dealt with under our Return and Refund Policy.

Delivery, access, safe-place delivery, pallet delivery, failed delivery, delivery completion and outbound redelivery are covered in this Shipping Policy.