Frequently asked questions

Take a look through our frequently asked questions for more information.

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Your order

The minimum is 500 litres at a time. How much you need to order will depend on your tank size, but most customers buy between 1,000 and 1,500 litres at a time.

Yes, the pence per litre price is typically lower for larger orders.

We only take payment for the delivered quantity, so if your tank isn’t big enough for the amount you ordered we won’t charge you for the excess. However, if you order a lot more than your tank can take we may need to charge an administration fee. Our minimum order is 500 litres.

Unfortunately not. You will need to tell us the amount you need so that we can provide the best service to all our customers expecting a delivery on the same day.

It may be possible to cancel an existing order, provided that your oil has not already been despatched for delivery. Please note that we reserve the right to retain up to £25 of the order value as an administration fee for cancellations.

To request the cancellation of your order, please Contact Us detailing your order number, account number, name and postcode, as well as the reason for the cancellation. Cancellations can only be processed during the hours of 8:30am – 5pm on normal working days (Monday – Friday, excluding bank holidays). Cancellations requested outside of this period will be actioned when our delivery network is open on the next working day (Monday – Friday, excluding bank holidays). Please note that an order will not have been cancelled until we confirm the cancellation by email.

Once your order has been cancelled, your money (less the administration fee) will be refunded to you. Depending on your card provider, this can take between 1 and 3 days to process.

A 5% VAT rate applies to all domestic heating oil purchases. Commercial orders over 2,300 litres will be charged at the business rate of 20% VAT.
No. One of the benefits of having our own distribution network is that we don’t have to add any middlemen to the process of delivering your oil. So, you don’t need to worry about admin or delivery fees – all you pay is the price we agree when you buy your oil.

Your payment

We can only accept payments made by debit or credit card.
We do not offer this, and are unlikely to do so in the future.

Yes, if the amount is over 500 litres. We’ll recalculate your order for you and make sure you’re only charged for what we put in your tank.

When you place your order, we pre-authorise the card but don’t take the payment until the oil has been delivered. Each bank has a slightly different way of presenting this: most banks don’t show anything at all but some may show this on your bank statement as a pending transaction.

Once your order has been delivered and the final delivered volume confirmed, we create a final invoice and confirm payment.

Your delivery

We deliver to most of England and Wales. To check that we deliver in your area, please enter your postcode into the Get a Quote box.
Not necessarily. If we can do it without you, our driver will leave you a metered ticket confirming delivery. We’ll also send you your final invoice to confirm the delivered quantity. However, please note that we are unable to carry out through-property or outbuilding deliveries due to health and safety and insurance restrictions.
We regret that we do not offer a next-day or same-day delivery service at this time. When you get a quote you’ll see our maximum delivery window for both Standard and Premium delivery options. We would recommend having your boiler serviced to bleed your fuel line once your oil has been delivered.
We’ll send your order confirmation within 30 minutes of your order being placed. We’ll also send an email to confirm your delivery day. This is normally sent at around 6:30pm the day before delivery.
The Oil Save website has excellent advice on caring for an oil tank and knowing when it needs to be replaced. Available on the Oil Save website, here. For safety reasons, if we can’t assess your tank, or deem it to be non-compliant or At Risk we won’t be able to complete the delivery.

Your account

Direct Oil is an internet-only company, so you will need to create an online account to manage your orders. This allows us to keep our costs low and our service simple.
If you have forgotten your password, you can get a new one by clicking on the button underneath the login box.

Heating oil in general

Millions of homes in the UK use oil for their home heating. Modern boilers and kitchen ranges are highly efficient: new A-rated oil-fuelled boilers are at least 95% efficient with many boasting up to 97% efficiency.
You can make your home heating more environmentally friendly through regular servicing and maintenance.
No. Direct Oil offers a seamless delivery service for home heating oil (aka kerosene or burning oil).

Our Premium Kerosene is a home heating oil that has been treated with specialist fuel additives designed to help improve fuel economy*

*Compared to standard heating oil. Improved storage stability, thermal stability and corrosion control based on independent laboratory testing. Improved fuel economy based on our supplier’s own laboratory testing. Actual benefits may vary due to factors including weather, temperatures, equipment maintenance & condition.

Carbon offsetting

All liquid fuels release greenhouse gases (including CO2 and NOx) into the atmosphere as part of the combustion process. Carbon offsetting reduces or captures the same amount of carbon dioxide to compensate for all these emissions. We calculate your home heating oil’s emissions using the CO2 equivalent (CO2E). It is a metric used to convert the net impact of all the oil’s greenhouse gases into an equivalent amount of carbon dioxide with the same global warming potential. All liquid fuel types have a CO2E conversion factor. This helps us to measure the impact of your home heating oil, so that we can offset it.

The offsets we source are procured from a range of solar and wind projects across India.

As a minimum, these projects meet Gold Standard or Verified Carbon Standard (VCS).

With Carbon Offset Heating Oil from Direct Oil, you can choose to offset individual orders, meaning you can offset between 500 litres to 36,000 litres each time you place an order. The only one caveat: you can’t offset a proportion of an individual order, meaning you would need to buy Carbon Offset Heating Oil (and therefore offset all of that order).

No. Whether you select Carbon Offset Heating Oil or carbon offset premium kerosene, the fuel grade itself is completely unchanged – you’ll simply pay a small premium to compensate for the carbon impact of the oil. That means you can select, for example, carbon offset premium kerosene to continue using our higher-grade heating oil, while also offsetting the carbon footprint.

As an international organisation, our colleagues at World Kinect Energy Services help us source offsets from a variety of projects around the globe. Crucially, we only source from projects that meet the strictest international standards, and which contribute to UN Sustainable Development Goals. While that may eventually include us sourcing from UK projects, as the UK is a relatively small country, the number of available projects is limited and can therefore be more expensive.