Frequently Asked Questions

To find the answer to your query, select a category to see the most frequently asked questions.

Can’t find your answer? You can contact us by calling 0800 151 3135, visiting our contact page, using our Live Chat feature, or messaging us on Facebook & Twitter.


About Heating Oil

What Type of Oil Do I Need?
Is the Gas Oil You Quote for the Same Thing as "Red Diesel", i.e. 35-Second Oil?
Do You Supply Premium Grade Kerosene28?
What Type of Oil Do I Need?

There are two types of Heating Oil: Kerosene28 (Kero) and Gas Oil (Red Diesel). By looking at the sight gauge on the tank you can determine the type of oil stored - Kerosene28 is yellow and Gas Oil is red. If you don't have a sight gauge you should confirm this with either the previous owner or the service technician (they often leave a contact sticker on the boiler). (For the technically minded) Road/rail transport information for Kero28 is: UN No 1223 Proper shipping name KEROSINE ADR/RID Class/Packing group 3 / III Hazard identification No 30 CEFIC Tremcard No 30S1223 UK Emergency action code 3Y

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Is the Gas Oil You Quote for the Same Thing as "Red Diesel", i.e. 35-Second Oil?

And is it legal to use it in a tractor that only moves on private land?
Gas Oil is Red Diesel. You are allowed to use it in tractors and any other vehicles used on private land, including a car or truck. There is also a law that says you can use the tractor on a public road within a 7 mile radius of the farm.

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Do You Supply Premium Grade Kerosene28?

We currently offer Premium Kerosene in selected areas. To find out if we offer Premium Heating Oil in your area, please get a free quote, selecting the premium option (if available). We also offer a range of additives for AGA's and Oil Boilersvisit our online shop to read about the benefits of using our Premium Heating Oil Additives (CookerMax for AGA's and Rayburns / BoilerMax for Oil fired Boilers).

 

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Ordering

Can I Order Any Number of Litres I Like?
How Do I Get a Quote?
Can I Place an Order to "Fill up" the Tank?
How Much Oil Should I Order?
Why Can't I Order Less Than 500 litres?
How Do I Place an Order?
How do I Order and Pay for Oil to be Delivered to Another Address Rather Than My Home (e.g. for a Relative/Friend/Holiday Cottage)?
I Have Not Received My Order Confirmation
Can I Have My Order Delivered in a Smaller Tanker?
I Would Like to Order for Myself and My Neighbours, Can I Do This?
Can I Order Any Number of Litres I Like?

The minimum order (excluding Northern Ireland) is 500 litres. A lot of our Suppliers will only accept orders in multiples of 100 litres so we recommend that you place your order accordingly. If the Supplier cannot put an order on the system for amounts in between they will round your order down to the nearest 100 litres and you will be refunded the difference.

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How Do I Get a Quote?

The easiest way to obtain a quote is to do it on our website. The price of oil can change at any time so the price you actually pay will be the price you are quoted when you place the order. You will not get a cheaper price from BoilerJuice over the phone or by email.

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Can I Place an Order to "Fill up" the Tank?

Because you are paying for your oil when you place the order we have to charge you for a specific volume. We are not subsequently allowed to take more money from your card than the amount you have already paid, so unfortunately it is not possible to have your tank topped-up.

While Suppliers acknowledge it may not be possible to determine exactly what your tank will hold they do ask that the order is for a specific volume/litres rounded to the nearest 100 litres - your best estimate of what will go in the tank. If the tank can't take the full volume ordered you will be refunded accordingly.

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How Much Oil Should I Order?

The minimum amount you can order is 500 litres. The average order is 1,000 litres. Domestic tanks typically range in size from 1,000 litres to 2,700 litres. If you do not have a gauge to tell you how much oil you have used, some tanks have a sight tube on the outside so you can see how full your tank is.
If you have neither, then a garden cane or similar can be dipped in the tank to act as a dip-stick to give an indication of the oil level.

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Why Can't I Order Less Than 500 litres?

Our minimum order is 500 litres as delivering less than that is not cost effective for our Suppliers.

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How Do I Place an Order?

After you have obtained your quote just follow the simple on-screen steps to place your order online.

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How do I Order and Pay for Oil to be Delivered to Another Address Rather Than My Home (e.g. for a Relative/Friend/Holiday Cottage)?

Whilst getting a quote and placing your order, please use the address and postcode for the actual delivery address, rather than your normal home address (if they differ). This is very important as the oil price is based on the delivery postcode. You will be asked to enter both a delivery address and a billing address. For most people these will usually be the same, but when ordering for someone else, or for a holiday home, they are likely to be different. The billing address must always match the credit/debit card used to pay for the order.

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I Have Not Received My Order Confirmation

An Order Confirmation is automatically sent out to the email address you supply. Please first check on your account details that you entered it correctly.
Please go to your account area to see your order details. To get there simply click the 'My Account' link in the BoilerJuice website's main menu. Each of your most recent orders will be listed. After your order has been processed, you will be able to view the full order confirmation on-screen, and this can easily be printed if required.
If you do not see any orders listed then it may be that you did not complete the payment process. If you are not sure please contact us by emailing customer.services@boilerjuice.com and we will be pleased to assist.

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Can I Have My Order Delivered in a Smaller Tanker?

For customers who are unable to accommodate a Standard 6-wheeler Delivery vehicle we offer a 4-wheeler tanker. If you live in an area that has very limited access, smaller “Baby Tankers” may also available.

If you require a smaller tanker for your order, please select either a 4-wheeler or “Baby Tanker” when obtaining your quote. If you do this, when your order is placed it will automatically go to a supplier who has a 4-wheeler or “Baby Tanker” available and there will be no additional charge to your order.

If you do not select the correct tanker when you get your quote and place your order, your order may go to a supplier who is unable to make the delivery and, if we have to transfer your order to another Supplier, it could cost more and take longer. 

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I Would Like to Order for Myself and My Neighbours, Can I Do This?

You can order for more than one address but you will need to place a separate order for each one. Please make sure you tick the box marked "Alternate address" if you are placing an order for someone else. If you are doing this to obtain Bulk-Buy Savings please place the orders on the same day or over the weekend, from Friday to Sunday.

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Location and Access Issues

I Have Access Problems and Need to Be There, Who Should I Contact?
I Have Difficult Access, Can You Send More Than One Person?
How Far Can the Tank be from The Tanker?
My Filling Access is What they Call an Offset Pipe, i.e. My Tank is Located Away from the Access or Filling Point. Do You Deliver to These Locations?
Can I Have My Oil Delivered in a "Baby Tanker"?
Can You Deliver to a Houseboat?
Can You Deliver Where the Hose Has to go Through a Dwelling/Living Accommodation?
Can You Deliver to an IBC or Non-Standard Tank?
I Have Access Problems and Need to Be There, Who Should I Contact?

We do provide a ‘delivery instructions’ section on our order form. However, this may not be read by the Supplier before the order is routed for delivery the day before. If you need to make arrangements to be at home when the delivery arrives please either phone the Supplier on the number provided on your order confirmation, or you can email BoilerJuice and we will get back to you as soon as we can. You will find our email form by clicking here

 

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I Have Difficult Access, Can You Send More Than One Person?

Unfortunately our Suppliers are not able to send their tankers out with more than one person. If you have an access problem you will need to be there to assist the driver. Please either phone the depot, whose number appears on your order, or email customer.services@boilerjuice.com so we can ensure that you are able to be there when the delivery is made.

 

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How Far Can the Tank be from The Tanker?

Most standard tanker hoses are approx 30 metres (100 feet). If you require a longer hose please state in your delivery instructions

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My Filling Access is What they Call an Offset Pipe, i.e. My Tank is Located Away from the Access or Filling Point. Do You Deliver to These Locations?

For safety/environmental reasons most Suppliers decline to deliver to offset fill locations (where the delivery driver cannot see the tank whilst filling). We recommend you make arrangements direct with a regular Supplier.

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Can I Have My Oil Delivered in a "Baby Tanker"?

We can offer “Baby Tankers” in selected parts of the country. If you select “Baby Tanker” when requesting a quote, we will advise you if there is availability. We also offer smaller 4-wheeler tankers that may also be suitable.

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Can You Deliver to a Houseboat?

Unfortunately, due to Health and Safety, we are not able to deliver to any tank that is not securely erected on the ground. We are, therefore, unable to deliver to a tank that is on a houseboat.

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Can You Deliver Where the Hose Has to go Through a Dwelling/Living Accommodation?

Most Suppliers decline deliveries which require the hose to be taken through a dwelling/living accommodation as their insurance will not cover for damage caused by a hose to white goods/furniture, dirty hoses, and leakages or spillages in a dwelling. Also Suppliers can at the driver's discretion, decline to deliver through any part of a property that has white goods in situ i.e. Washing Machine, Tumble Dryer or Freezer etc. Therefore, this could include Hallways, Passageways, Garages, Extensions or Conservatories. If this is the case, we recommend therefore that you make arrangements direct with a Supplier.

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Can You Deliver to an IBC or Non-Standard Tank?

Deliveries cannot be made to tanks/fill points that do not meet the statutory requirements or are deemed unsafe. If upon arrival the driver considers the tank unsafe/not fit for purpose the delivery will not go ahead.

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Prices

I Need a Smaller Tanker Than Standard. Will There be an Extra Cost?
Why, When I Have Ordered at the Same Time as Neighbours, Are Our Prices Different?
The Price You Have Quoted Me is Not The Cheapest I Can Find. Why is This?
Why Do Prices Change So Often?
I Need a Smaller Tanker Than Standard. Will There be an Extra Cost?

When you place your order please select a 4-wheeler or Baby Tanker when you obtain your quote. That way, if you do need a smaller tanker the order will automatically go to a supplier who can deliver in one and there will be no additional charge.
If you do not select 4-wheeler or Baby Tanker at the time of ordering, your order may go to a supplier who is unable to make the delivery and if we have to transfer the order to another supplier this could cost more.

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Why, When I Have Ordered at the Same Time as Neighbours, Are Our Prices Different?

With every order, we automatically search for the lowest available price from our participating Suppliers. As Suppliers regularly change their prices throughout the day to stay competitive, your quoted price per litre is held as a guaranteed maximum price until the order is processed at 7am the next working day (your final price per litre could go down when processed, but it will never go up). However, if a neighbour places their order some time later the same day, the price they are quoted will be based on the available prices at that exact moment. So, if Suppliers have changed their prices since your order was placed, your neighbour could be quoted a higher or lower amount than you. Price differences can also occur when people order different quantities of oil.

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The Price You Have Quoted Me is Not The Cheapest I Can Find. Why is This?

Prices vary daily so please make sure that you are comparing prices on the same day. The oil market is very competitive and we rely on our Suppliers to give us their very best prices. We are not always able to guarantee that our participating Suppliers have the cheapest price on the market. We are always happy to receive details from our members about local Suppliers you would recommend. Send us their details and we will invite them to apply to join our list of registered Suppliers.

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Why Do Prices Change So Often?

The price of Kerosene28 is influenced by the price of crude oil which in turn, varies as a consequence of global events. Wars, political upheaval, terrorism and natural disasters are among the many factors influencing the price of crude oil. At home, bad weather, seasonal demand or interruptions to supply (such as the Buncefield explosion) will also influence the price of Heating Oil. For more information on this please visit our "latest news section" on the homepage.

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Payment

I Cannot Pay With My Maestro Card.
How Do I Pay for My Oil?
My SecureCode / Verified By Visa Password isn't Working or I Have Forgotten the Password.
What is the Credit Card Charge and Are BoilerJuice Allowed to Make This Charge?
I Have Received an Invoice From The Supplier, Why Is This?
What if My Debit/Credit Card Payment is Incorrect?
When do You Actually Charge My Credit/Debit Card?
Do You Have a Monthly Payment Scheme?
I Cannot Pay With My Maestro Card.

Our Merchant Services provider no longer accepts payment by Maestro card. This is because it was originally intended only for customer present transactions. They have allowed a transition period for this but we regret that they will no longer accepts these cards, Payment can be made if the Maestro card is MasterCard branded. Payment can be made by Mastercard or Visa, by debit or credit card.

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How Do I Pay for My Oil?

Payment is by credit/debit card only. Our payment services are provided by SagePay, giving you the highest level of security for your peace of mind. You will be asked to enter your card details during your online order. Payment will be taken from your card at that time and any Bulk-Buy Savings will subsequently be refunded to your card as a separate transaction. Upon delivery, if the full order volume cannot fit into your tank, you will be refunded accordingly for the difference.

Please note that we do not take payment on account, on delivery or by cheque.

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My SecureCode / Verified By Visa Password isn't Working or I Have Forgotten the Password.

BoilerJuice participate in the SecureCode and Verified By Visa schemes for your added security and peace of mind. 

After you enter your credit or debit card details, your card issuer will usually ask for 3 characters from your SecureCode or Verified By Visa password. If you have forgotten your password there will usually be a link which you can click to update or create a password for your card. Please note that this is instant and you will be able to proceed with the order at the same place once you have created or changed your password.

Please note: Your SecureCode / Verified by Visa password may not be the same as your BoilerJuice account password.

If you continue to experience problems placing your order, please contact us and we will be happy to assist you.

 

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What is the Credit Card Charge and Are BoilerJuice Allowed to Make This Charge?

Payment is accepted by debit or credit card. There is a charge of approximately 1.68% for credit card payment. However, there is no charge for debit cards. The credit card surcharge simply covers the additional costs incurred from the credit card issuers.

The The Consumer Rights (Payment Surcharges) Regulations 2012 state that a trader must not charge consumers, in respect of the use of a given means of payment, fees that exceed the cost borne by the trader for the use of that means. BoilerJuice are not charging more for using a credit card than the amount charged to us by our Merchant Services provider so are acting within this legislation. 

 
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I Have Received an Invoice From The Supplier, Why Is This?

It is an RDCO requirement that suppliers produce an invoice for all their deliveries, whether for their own customers or BoilerJuice customers. Some Suppliers then send these invoices out to everybody. If your invoice is for the same amount that you ordered or less, you do not owe the Supplier any money and can ignore the invoice.

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What if My Debit/Credit Card Payment is Incorrect?

If an error has occurred please contact us as soon as possible with your order reference number. We will look into it immediately and rectify any error found.

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When do You Actually Charge My Credit/Debit Card?

Payment is taken as soon as you place your order and enter your credit/debit card details in our secure payment gateway.
When your order is processed and sent to the oil Supplier, we then refund you for any Bulk-Buy Savings obtained, where applicable.
We will refund the value of any under-delivery when the Supplier has confirmed the delivery volume to us. Refunds will always be made to the same card used to pay for the order. Even though we process your refund immediately after the delivery is confirmed by your Supplier, refunds will typically take 5 working days to appear on your account.

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Do You Have a Monthly Payment Scheme?

BoilerJuice have now introduced a monthly Payment Plan. Find out more about it here.

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Refunds and Cancellations

The Supplier Did Not Deliver the Full Order
I've Ordered More Than My Tank Will Hold
Will I Pay More Per Litre if the Tank Will Not Take the Full Order?
I Would Like to Cancel My Order. How Do I Go About That?
I've Cancelled My Order So Why is My Payment Still Shown on My Credit/Debit Card Account?
I Have Not Received a Refund for My Under-Delivery / Bulk-Buy Saving Back to My Card.
Why Has My Refund Not Gone Back to the Card I Placed the Order On?
The Supplier Did Not Deliver the Full Order

The amount of any under-delivery will be credited to your 'Tank Account' and can be deducted from future orders. You can see this by logging onto 'My Account'. If you would prefer to have the money refunded to your account you can do this from your 'My Account' area once the delivery has been confirmed by the Supplier.

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I've Ordered More Than My Tank Will Hold

If I order 1,000 litres and the tank will not hold it do I still have to pay for 1,000 litres?
No. The amount of any under-delivery will be credited to your 'Tank Account' and can be deducted from future orders. You can see this by logging onto 'My Account'. If you would prefer to have the money refunded to your account you can do this from there. However the economics of oil supply and delivery are tight so please order a volume that is close to what the tank will hold. If the amount ordered is considerably more than your tank will hold the Supplier reserves the right to increase the price per litre.

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Will I Pay More Per Litre if the Tank Will Not Take the Full Order?

We appreciate that it is difficult sometimes to tell exactly how much oil you need. However, because oil prices decrease the more you order, the Supplier does reserve the right to increase the price per litre if the amount you order is substantially more than your tank will take.
Effective route planning is a critical factor and Suppliers load their tankers and schedule a delivery run of orders so as to return back to the depot with as little fuel as possible. Carrying fuel back is not cost effective for the Supplier and ultimately impacts on prices. So getting our order volumes reasonably accurate will help oil users in the long run.

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I Would Like to Cancel My Order. How Do I Go About That?

It may be possible to cancel it as long as the Supplier agrees and has not already begun delivery. Please email us immediately on customer.services@boilerjuice.com or phone 0800 151 3135 and we will assist you with this. Your money will be refunded to you as soon as the Supplier confirms the cancellation. This then takes the normal number of days to go through the banking system. There may be an administration fee upon cancellation if it is at your request and the delivery has already been routed by the Supplier.

 

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I've Cancelled My Order So Why is My Payment Still Shown on My Credit/Debit Card Account?

Once an order has been cancelled the money is automatically refunded back to your card. However, it may take up to 5 working days before this shows on your statement. This is the time it takes to go through the banking system and is beyond our control.

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I Have Not Received a Refund for My Under-Delivery / Bulk-Buy Saving Back to My Card.

Bulk-Buy Savings and under-deliveries are credited to your account. This money can then be used towards future orders. However, if you would prefer to have the money back on your card please log onto your account and go to the 'Tank Account' section where you will be able to refund it back to your card.

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Why Has My Refund Not Gone Back to the Card I Placed the Order On?

If you have used more than one card to place orders on your account or to make payments into your Payment Plan any refund will be made back to the last card used, to the value of any transactions made with that card. If there is not enough to cover the refund then it will take the balance from a previous card. For this reason we advise customers never to use somebody else’s card to place orders on your account.
 

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Delivery

I Have Difficult Access, Can You Send More Than One Person?
When Will My Oil be Delivered?
How Do I Know How Much Oil was Delivered?
Which Supplier Will Deliver My Oil?
Who Is Responsible for Delivery?
Do I Need to be at Home When You Deliver?
Will You Let Me Know When My Oil Will be Delivered?
Can I Ask the Driver to "Top Me Up" When He Arrives?
How Long Will the Supplier Take to Deliver My Oil?
I Need a Delivery Earlier Than the Time Stated on the Order Confirmation. What Can I Do?
The Order Has Not Been Delivered?
I Have Difficult Access, Can You Send More Than One Person?

Unfortunately our Suppliers are not able to send their tankers out with more than one person. If you have an access problem you will need to be there to assist the driver. Please either phone the depot, whose number appears on your order, or email customer.services@boilerjuice.com so we can ensure that you are able to be there when the delivery is made.

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When Will My Oil be Delivered?

Your Order Confirmation email will give you the latest date that your order will be delivered. It can arrive at any time up until that date. If you have not received your order after that time we will be happy to contact the Supplier for you. Please be aware that this is an estimated time and at very busy periods of high demand it may well be a little longer than stated but our Suppliers do try very hard to deliver within the estimated time shown.

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How Do I Know How Much Oil was Delivered?

All deliveries are monitored by the tanker's meter and regulated by trading standards. Your delivery ticket will show you the actual amount of oil delivered, and this will be left with you by the Supplier. If you are not at home during the delivery they will usually post it through your letterbox.

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Which Supplier Will Deliver My Oil?

We are not able to specify which supplier will deliver the oil prior to the order confirmation stage. The order will go to the Supplier from our database with the best price available to you when the order is processed. Your order confirmation email will state who the Supplier is.

 

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Who Is Responsible for Delivery?

The oil Supplier who secures your order is responsible for delivery. BoilerJuice automatically passes your order to a local reputable, accredited Supplier. Details of the Supplier are provided on your Order Confirmation email.

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Do I Need to be at Home When You Deliver?

You only need to be at home if the driver is unable to access to your tank without you being there, or if you keep your tank locked. If you wish to be there please put "PHONE BEFORE DELIVERY" in the box marked "Delivery information for driver" when you place your order. If you do not request this you will not be contacted prior to delivery.

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Will You Let Me Know When My Oil Will be Delivered?

If you have not requested a call prior to delivery the oil will be delivered without the Supplier contacting you. If you wish to be there please put "PHONE BEFORE DELIVERY" in the box marked "Delivery information for driver" when you place your order.

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Can I Ask the Driver to "Top Me Up" When He Arrives?

No, please do not do this. Because you are paying for your oil when you place the order, you have already paid for a specific volume of oil and BoilerJuice is unable to take further money for any additional oil delivered.

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How Long Will the Supplier Take to Deliver My Oil?

This will depend on the delivery service you have requested. Your Order Confirmation email will state the expected latest delivery date, although the delivery may be made at any time up to this date and in some circumstances such as extreme weather or high demand it may be made later than that date.

Please note:

  • Under unusual circumstances such as extreme weather conditions or high demand, the standard delivery time may be increased beyond 10 working days. However, the current Standard Delivery timescale is always displayed with your quote at the time of ordering.
  • Delivery times are quoted in working days only, which excludes weekends and bank/public holidays and start from the day after the order goes to the Supplier.
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I Need a Delivery Earlier Than the Time Stated on the Order Confirmation. What Can I Do?

If you have ordered on one of our Express Delivery options then the order will be delivered no later than the date on your Order Confirmation email.
If you have ordered on our Standard Delivery option, for delivery up to 10 working days, then you will have to cancel your order and place a new one.

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The Order Has Not Been Delivered?

The first thing to do is check the expected delivery time (indicated on your Order Confirmation email). If your delivery is outside the expected delivery time you can contact the Supplier for an update. Full contact details of the Supplier are on the Order Confirmation email. Please note that increased demand during bad weather and the run up to Christmas will disrupt the scheduled delivery times.
If you are unable to get through to the Supplier please email BoilerJuice on customer.services@boilerjuice.com and we will be pleased to assist.

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Bulk-Buy Savings

Do I Need to Set up a Group to Get Bulk-Buy Discounts?
How Do Bulk-Buy Savings Work?
How Can I Join Forces With Other Oil Users to Save Money?
Why Can I Not Get a Bulk-Buy Saving When I Order an Express Delivery Option?
Why Didn't My Order Receive Any Bulk-Buy Savings?
I Need a 4-wheeler Tanker, Can I Receive a Bulk-Buy Saving?
What Happens to the Savings That I Make?
Do I Need to Set up a Group to Get Bulk-Buy Discounts?

Not necessarily. Simply tell your neighbours to order their oil on the same day as you and, provided you are all in the same postcode area (ie the first half of the postcode) BoilerJuice will automatically group your orders to get a group discount for you all provided the threshold level is achieved (usually 2400 litres).

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How Do Bulk-Buy Savings Work?

You can save money by using one of our Bulk-Buy Saving features. We queue all orders placed on our Standard Delivery service and place them with Suppliers at the beginning of the following working day. This allows us to buy in bulk and achieve lower prices. Any savings achieved this way are passed on to you directly and will be added to your 'Tank Account'. To get the best chance of a Bulk-Buy Saving on your order, simply tell your local friends and neighbours to order their oil on the same day as you and, provided you are all in the same postcode district (the first half of the postcode, e.g. AB12) BoilerJuice will automatically group your orders. We will tell you about any discount obtained when we send your Order Confirmation email. This is the email sent when the order is processed at the beginning of the next working day (not the "Acknowledgement" email sent when you first place your order).

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How Can I Join Forces With Other Oil Users to Save Money?

There are 2 ways this can be done:

Buy oil today on our Standard Delivery service and if there are other orders in your postcode area, and the price is better, BoilerJuice will group your order with them. If sufficient volume is achieved, any discounts will be automatically passed on to all buyers in the postcode group.

Order During a Buying Weekend
Buying Weekends take place every Friday, Saturday and Sunday because most people find it more convenient to order at a weekend.
Because more people are likely to order over a Buying Weekend, there's a far higher chance of you getting extra Bulk-Buy Savings.
Orders placed over the three days on our Standard Delivery Service are grouped together and sent to the supplier first thing Monday morning. You will be notified of any saving made.

Please note that if a UK Bank Holiday falls on a day next to a Buying Weekend, the Buying Weekend will be extended to include this day, giving you an even higher chance of saving. 

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Why Can I Not Get a Bulk-Buy Saving When I Order an Express Delivery Option?

When you place an order for an Express Delivery it is sent straight to the Supplier in order for them to process it as quickly as possible. It is not, therefore, held overnight so cannot be grouped with Standard Delivery orders.

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Why Didn't My Order Receive Any Bulk-Buy Savings?

When you first receive your quote, we automatically search for the lowest price available to you from our participating Suppliers for your required volume of oil at that time. This price is a guaranteed maximum price. After your order is placed, it is held in our order queue until 7am the next working day. The queue is then processed and we group orders in each postcode area.

Bulk-Buy Savings will only be achieved if a lower bulk price can be obtained for the combined order volume. Sometimes a lower price is not possible, either because the combined volume wasn't sufficient, or Supplier prices have been increased.

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I Need a 4-wheeler Tanker, Can I Receive a Bulk-Buy Saving?

Unfortunately not. Because not all of our Suppliers are able to deliver using 4-wheelers, we are not able to include these orders as they have to be sent straight to the Supplier at the time the order is placed.

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What Happens to the Savings That I Make?

The amount of any savings will be credited to your 'Tank Account' and can be deducted from future orders. You can see this by logging onto 'My Account'. If you would prefer to have the money refunded to your account you can do this from there once the delivery has been confirmed by the Supplier.

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Payment Plan

What's in This for Me?
Is My Money Safe?
How is My Money Collected?
Are My Debit or Credit Card Details Secure?
Is There a Card Fee?
How Much Can I Save Every Month?
What Day of the Month Are My Payments Collected?
What if I Want to Stop or Cancel?
Can I Get My Money Refunded?
What if I Order Oil But Don't Have Enough Money in My "Tank Account"?
When Will my First Payment be Collected?
How Do I Know How Much Money Is in My "Tank Account"?
Will I Still Benefit from Group Savings and Buying Weekend Competitive Prices?
What's in This for Me?

It's easy and convenient - and it lets you spread the cost of what can be a hefty purchase, especially if you have a large tank or your order comes around Christmas time or when you've just received another household bill.

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Is My Money Safe?

Your money will be held in a separate bank account until you place an order. At no time is it held in the BoilerJuice current account and cannot be used for any other purpose.

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How is My Money Collected?

An amount of your choice is collected from your debit or credit card on an agreed date every month. This goes into a "Tank Account" of savings towards your next Heating Oil purchase.

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Are My Debit or Credit Card Details Secure?

Absolutely. We've teamed up with SagePay to bring you the highest level of security for your debit or credit card details. BoilerJuice never has access to your card number. This ensures the highest level of payment security for you. Also, all transactions are 128-bit SSL (Secure Socket Layer) encrypted for additional security.

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Is There a Card Fee?

If you pay by debit card, there's no fee. Due to costly handling charges we have to charge 1.5% on all credit card payments. So we strongly recommend you pay by debit card.

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How Much Can I Save Every Month?

You can save any amount from £40 to £500, depending on how much your annual Heating Oil orders tend to be.

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What Day of the Month Are My Payments Collected?

You can specify a day to suit you between the 1st and 28th of the month.

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What if I Want to Stop or Cancel?

No problem. You can stop, re-start or cancel your account whenever you like.

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Can I Get My Money Refunded?

If you wish, you can request a refund of the money in your Tank Account, subject to any current Heating Oil orders in progress. You can do this by logging onto your account and requesting a refund in the 'Tank Account' section.
If more than one credit or debit card is used to make payments on your account, any refund requested may not go back to the card which the original payment came from. For this reason we recommend that you do not allow anyone else to use your account to place orders.

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What if I Order Oil But Don't Have Enough Money in My "Tank Account"?

In this case we'll request the additional payment from your credit or debit card.

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When Will my First Payment be Collected?

On the date you specify. The only exception would be if you set it up today and specified today's date as the first payment. Because the money is collected during the night, your first collection would be one month from today. 

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How Do I Know How Much Money Is in My "Tank Account"?

Simply visit My Account area to see all your transactions, deposits and orders as well as an up-to-date balance. Note, this page is completely secure; only you can access it. Also, every time a payment is collected, you will receive an Order Confirmation email.

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Will I Still Benefit from Group Savings and Buying Weekend Competitive Prices?

Yes, just like you do now when you place an order.

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Tank Account

What is the Tank Account?
Can I Have the Money in My Tank Account Refunded to My Card?
Is it Safe to Leave My Money in My Tank Account?
What is the Tank Account?

If you have a credit balance on your account you will find this by logging onto your account and going to the Tank Account section of your 'My Account' area. If you have joined our Payment Plan this money will form part of your Tank Account. If you have had a refund because of a Bulk-Buy Saving or an under-delivery this money is also put in your Tank Account.

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Can I Have the Money in My Tank Account Refunded to My Card?

You are able to log onto your 'My Account' section and go to the Tank Account page where you can request the money back to your card.

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Is it Safe to Leave My Money in My Tank Account?

Your money is held in a client account completely separate from our trading account and is kept there until you either place an order or request the money back to your card.

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Registration and Logging In

Do I Need to Register?
Are My Personal Details Secure?
Do I Have to Pay to Use BoilerJuice?
I Can't Log in
I Have a New Email Address - How do I Update My Account?
How Do I Change My Password?
Do I Need to Register?

You do not have to register to browse the website. However, you will be asked to provide a username and password when placing your first order. Once you have ordered you will have access to your own member home page providing you with personalised information.

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Are My Personal Details Secure?

Absolutely! BoilerJuice.com is concerned about security and makes every effort to ensure our transaction process is safe and that your personal information is secure. BoilerJuice uses state-of-the-art encryption technology to ensure your personal information remains safe and secure. We take your privacy seriously and treat all information in accordance with applicable data protection laws in the UK.

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Do I Have to Pay to Use BoilerJuice?

No, our service is free - you only pay for the oil you order.

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I Can't Log in

Make sure you are typing in your details correctly - usernames and passwords are case-sensitive. You must also ensure your browser does not have cookies disabled. If you continue to have difficulty please click here for further help. Please note that if you simply wish to get a quote or order your oil, you no longer need to be logged in. When you place your order, simply enter a new username and password as instructed at the final confirmation stage, and if you entered the same email address you registered previously, your account will be updated with all the new details. If you enter a different email address, a new account will be created.

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I Have a New Email Address - How do I Update My Account?

Click on the "My Account" link in the BoilerJuice main menu. If you are prompted to log in, enter your username and password and click the "Login" button. Once logged in, click the "My Profile" link to edit your account details. Don't forget to click the "Update" button after you've made your changes.

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How Do I Change My Password?

Log in to your account area and click the My Profile link. Enter your new password in both password fields on the form and click the Update button. Your password has now been updated.

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Contacting Us

Who Should I Contact About My Order?
How Can I Contact You?
How Do I Make a Formal Complaint?
Do You Have a Postal Address?
Who Should I Contact About My Order?

If your inquiry is about your order, please email BoilerJuice and we will get back to you as soon as we can. You will find our email form by clicking here. This gives us a chance to find out about your order before we contact you.

If your order is past the final delivery date you can ring the Supplier on the number given on your Order Confirmation email.

 

 

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How Can I Contact You?

Being an internet-based business helps reduce operating costs which in turn helps us offer better prices on Heating Oil. Please email your query to us and we will respond as quickly as possible. Our customer services team works 7 days a week, including evenings. Any emails we receive outside of working hours will be dealt with as soon as our office opens. You will find our email form here.

 
If you have an urgent enquiry or are unable to place your order online please phone us on 0800 151 3135 (free from landlines and mobiles). 
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How Do I Make a Formal Complaint?

You can simply click here to find out more about the formal complaint procedure or use the online form to make your complaint and one of our team members will contact you.

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Do You Have a Postal Address?

If you wish to contact us by post please send to BoilerJuice Ltd, Clare Hall, St Ives Business Park, St Ives, Cambs, PE27 4WY
Please do not send post to our registered address as this will result in a considerable delay in responding.

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* Win 500 Litres Terms & Conditions

BoilerJuice is a wholly owned subsidiary of Welsummer Limited which is entirely independent of any heating oil company.

Registered Office: Suite 1 Clare Hall St. Ives Business Park, Parsons Green, St. Ives, Cambridgeshire, England, PE27 4WY. Registered in England (Company No: 5345637). © 2004-2016 BoilerJuice Ltd. All rights reserved.

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