Frequently Asked Questions
We have compiled a list of the most frequently asked questions. If you cannot find the answer to your query here please contact us using our contact form.
Ordering
Why do I need to register to place an order?
All orders are arranged on account so that we do not need to collect credit/debit card details online. You need to apply for an account to place an order.
Can I place an order to "fill up" the tank?
No, to be as economical as possible a specific volume or number of litres must be ordered. Tankers are scheduled orders with the aim of returning to the depot with as little fuel as possible, bringing fuel back to the depot impacts on the number of deliveries we can make and therefore the price you pay.
Am I able to cancel my order ?
Yes, should you need to cancel your order, please inform us using our contact form quoting your account number and order reference number. You will be contacted via email to confirm your cancellation.
Minimum order volume is 500 litres, with the average being 1000 litres.
What type of oil do I need?
There are two types of heating oil: kerosene 28 (kero) and gasoil. By looking at the sight guage on the tank you can determine the type of oil stored - kerosene 28 is yellow and gasoil is red. If you don't have a sight guage you should confirm this with either the previous owner or the service technician (they often leave a contact sticker on the boiler).
I have not received my order confirmation.
If you have not recieved your order confirmation, please contact us using the contact form, quoting your account and order reference number to ensure the order has been placed.
Payments
How do I pay for my oil?
All orders will be added to your account and you pay in your usual way.
Delivery
How long will my delivery take?
We aim to order within 48 hours of the order being placed, however a delivery estimate will be given on your confirmation email.
Can I arrange for a delivery earlier than the time specified on my order confirmation?
If you need an urgent delivery, you should use our contact form and we will do all we can. The best way to let us know of an urgent delivery is using the delivery comments box when you place your order.
Can I arrange a specific delivery day and/or time?
Please enter details of your preferred delivery date and/or time in the delivery comments box when you place your order and we will do our best to meet it.
Do I need to be at home for delivery?
As long as the driver can easily access your tank, you do not need to be at home. The location of the tank can be included in the delivery comments box when you place your order.
What do I do if my order hasn't been delivered?
Check the expected delivery time (on your order confirmation) and then use our contact form quoting your account number and order reference number, we will get back to you with the status on your order.
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.
How far can the tank be from the tanker?
Most tanker hoses are 120 feet.
Registration
Do I need to register?
You need to have an account with Owen Fuels or OJ Williams to place an order. To apply for an account please use the contact form and tick the designated box.
Are my personal details secure?
We do not hold any of your details 'on the web' so your information is secure. As all orders are placed 'On Account' we do not ask your to give your credit or debit card details over the internet. We take your privacy seriously and treat all information in accordance with applicable data protection laws in the UK.
Why can't I log in?
Make sure you have registered for an account with us and are using the correct account number and password. If you do not have an account number, you need to apply for an account with us, if you have forgotten your password please fill in your details on our Forgotten Password form and we will send a new password to you.
Can I change my registered email address?
Yes, when you log in you are given options to change your email address, click on the relevant link and enter your old and new email. A confirmation email will be sent to your old and new addresses.
Can I change my password?
Yes, when you log in you are given options to change your password, click on the relevant link and enter your old and new password. A confirmation email will be sent to the registered email address.
Prices
Why do prices change so often?
The price of kerosene 28 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.
Why are prices so high this year?
There are a number of factors that are driving this year's price increases: World-wide demand for heating oil is higher than ever with China increasing imports by over 35%. Refinery production is at near capacity and there is some question as to how much elasticity exists to meet the increased demand. The unsettled situation in the Middle East has injected a great deal of anxiety into the markets. Hurricane damage has put some refineries out of action
Contacting us
Can I phone you?
We don't publish a phone number online as online enquiries can be dealt with quickly and efficiently. We try to respond to all emails we receive in working hours as quickly as possible. Those we receive outside of working hours will be dealt with as soon as our office opens.