FAQ

How do I place my order?

The website is all you need to place an order. Select the items you want to order by adding them into your cart. Then complete the purchase by checking out via any of our three payment channels (PayPal or our own secure payment server).

Can I place my order via the telephone?

Yes. Simply call our hotline 0203 582 8955 and one of our friendly sales representatives will handle your order. Feel free to ask any related questions during the call.

Do you have a show room?

We do not have a show room but each of our products has its own webpage that contains a combination of images, videos, product tours, technical specifications and more.

Do I need an account to place an order?

An account is necessary to place an order only if you are using our own secure checkout process.

How can I pay?

We have our own secure checkout channel that accepts MasterCard, Visa, Switch, Solo, Delta and Maestro. We also accept PayPal.

When will the payment be taken out of my account?

Funds are debited from your account after you have successfully placed your order.

Can I pay for the order upon delivery?

Payment is needed to complete an order so payment upon delivery is not possible.

What happens once my order has been placed?

You will receive an email with a summary of the transaction that includes order reference, items ordered, the delivery address and amount paid. You will then be allocated a stock and the scheduling team will contact you once a delivery date has been determined.

Where do you deliver to?

We offer free delivery to most postcodes within the UK Mainland. We are unable to deliver to Northern Ireland, Ireland and some isles of Scotland. Please refer to our Delivery page for further details.

How and when will my items be delivered?

All wooden buildings are delivered via our own delivery vehicles. Boxed items may be delivered by our vehicles or by national carrier. Delivery generally takes place 2 to 5 days after stock allocation – please refer to the respective product page for further details.

What time will the delivery arrive?

Your item will arrive any time between 6am and 7pm.

What happens if the items are out of stock?

You will be notified immediately if the item you ordered is out of stock. You can then opt to wait for the item to be available, choose a different item, or cancel the order.

Do you assemble the products?

We offer assembly on selected items to certain postcode areas. Please check the respective product page to check availability.

Can I track my order?

Yes. You can follow the progress of your order by logging into your account or calling our delivery team on 0203 582 8955 and speaking with a sales representative.

Can I collect the items?

We do not allow customers to collect items from our factory/warehouse for their own safety.

What if I am not around when delivery takes place?

The delivery driver will leave a note saying that delivery was attempted and you will be able to arrange delivery for a different day. If you know in advance you will not be around to receive the product, you can contact our customer services and arrange a change in the delivery schedule. You can also choose to leave a note with instructions on where the driver should leave the package in case you are not around when he arrives. It is however, up to the driver’s discretion to leave the items or not.

I am yet to receive my items – what do I do?

If your order fails to arrive on schedule, please contact our customer service hotline 0203 582 8955 as soon as possible.

My items arrived with missing or damaged parts – what do I do?

Customers are advised to check all items before signing the related delivery receipt. If any damage or shortage is found, make sure it is properly noted. Please call our Customer Care team on 0203 582 8955 to discuss rectification of any missing or damaged parts.

How do I change my order?

Contact our sales team 0203 582 8955 for any alterations you want to be made on your order.

What are your opening hours?

Please see our Contact Us page for details.

How can I contact you?

Please see our Contact Us page for details.

How do I cancel my order?

Confirm your cancellation by sending an email to . Please refer to our Terms and Conditions page for further information on our Cancellations and Returns Policy.

How do I return items?

Contact our customer service team on 0203 582 8955 to make the necessary arrangements. Please check our Terms and Conditions page for further information on our Returns page.

I’ve cancelled my order but did not receive the refund – what do I do?

Email or call our customer service hotline 0203 582 8955 and inform them of the problem. Note that processing the refund my take up to five working days. Refer to our Returns page for more details.

Can I return items I have assembled?

We only accept returned items if they are disassembled and are packaged properly. Please refer to our Terms and Conditions page for further detail

Is it safe to shop online with you?

Yes. The padlock icon near the URL box guarantees that our website is secured and certified. Please refer to our Security Policy page for further details.

Are my personal details shared with third party suppliers/promoters?

Not. We keep all your information strictly confidential and away from third party suppliers and promoters. We use our own secure server to process payments. Please refer to our Privacy Policy page for further details.