FAQs
Do you deliver to my area?
We deliver to customers within an approximate 30 mile radius of Long Crendon, Buckinghamshire, HP18 9EE.
How much can I order?
The minimum order quantity is 500 litres, due to weights and measures legislation.
What are your prices?
Oil prices change daily, so to get a quote, please call us on 01844 202777, or email us.
How do I order online or settle my bill online?
You can login to our Customer Area.
How soon can you deliver?
We aim to deliver within 5 working days. If you require oil urgently, please let us know and we will do all we can to accommodate you.
Do I need to be in when the oil is delivered?
No, so long as we have access to the tank and we have any special instructions, e.g. gate codes.
Do you have a small / baby lorry?
Yes, we have a small tanker and can get to most hard to reach places!
Will you reduce prices for groups of customers?
Yes, if you order with your neighbours we can give you the rate for the combined volume.
How will I know how much oil you delivered?
Our deliveries are monitored by the oil tanker's meter. You will receive a printed ticket showing the amount delivered.
What should we do prior to delivery?
Please advise us of any special delivery instructions or hazards at the time of order.
Reasonable and safe access must be provided to each oil storage tank.
Access roads must be capable of accepting heavy goods vehicles.
The oil tank must have a working tank contents gauge, visible to the delivery driver.
On multi-occupancy premises, please clearly mark your tank.
If there is more than one oil tank, the grade of oil contained in each tank should be clearly marked.
Any disused oil tanks and/or off set fill points should be clearly marked.
What happens when you take my card details before delivering my oil? How do you know how much money to take?
When we take orders over the phone and card details are given, they are entered onto our secure system. The customer's bank is contacted by the system, and an authorisation code is obtained for the transaction. However, the money does not leave the customer's account at this stage - it is allocated to the order ("ring fenced"), so it will become unavailable to spend, but the transaction is not settled at this point.
After delivery, when the volume delivered has been confirmed, the transaction is settled. So if less oil than the amount ordered is delivered, only the appropriate amount is taken.
If the amount ordered was less than the amount delivered (if you asked for a fill up), there may be a residue balance to pay. For your benefit, we are only allowed to take a small percentage more than the originally authorised amount.
The transaction date should be at least the date of delivery; not before.
How do I pay?
Debit and Credit Cards
We can accept debit and credit card payments, either in the office or over the phone. There is no extra charge to pay this way. We do not accept AMEX.
Cheques and Cash
We can accept cash or cheque payments - please make cheques payable to Lovell Fuels Ltd.
Customer Area
Pay via the Customer Area.
Bank Transfers
If you would like to pay us online via bank transfer, please contact us for our bank details, or find them on your invoice.
Standing Orders
Simply fill in our standing order form and send to your bank. You will need to pay for your first delivery, but then your subsequent monthly payments will go towards your future deliveries.
Direct Debits
To set up a Direct Debit to pay the full payment of an invoice automatically after every delivery directly from your bank, please complete this form and return to us. Please use your Lovells account number as the Reference (if unsure just ask), or note your address on the form so we know who you are! Thank you.
Lovell Fuels Duty of Care for Staff and Customers - Covid 19
Covid 19 is a concern for us all. Lovell Fuels would like to reassure our customers that we have implemented the following steps below to ensure that we keep our staff members and customers as safe as possible.
Increased availability of masks, hand sanitiser, anti-bacterial soaps and wipes for all staff members
All customers visiting the office must wear face masks
All staff are temperature checked regularly
All points of contact that are open to our customers, such as door handles and counter tops are cleaned on a regular basis
Office staff are wiping down their desks and work stations on a regular basis
Drivers’ cabs are cleaned regularly
Team members wash their hands after every yard sale
All staff have the information provided to ensure their health and safety
An air purifier is on during working hours to help filtrate any impurities in the office
We take the health and safety of both our staff and customers seriously and we would be grateful if you could work with us.
During deliveries, please stay 2 meters away from the drivers, to respect social distancing measures.
Many thanks, and healthy wishes to all our customers.