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UPDATE - Some deliveries are less reliable at present. Please allow a little longer. Thank you for your patience. Our showcentre is closed. READ MORE ...
Stock products are delivered within a few days. Many other products are made to order. Please check individual products for specific delivery information.
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Advice about problems

I am waiting for a delivery day

  • Many of our products are individually made to order with a waiting list and it may be many weeks before your order is ready.
  • We work hard to provide accurate delivery estimates when you order but you should bear in mind that these are only estimates.
  • Every week we complete hundreds of deliveries. Please be patient. It will soon be our pleasure to deliver your product.
  • We cannot precisely predict the future and delays may occur for a variety of reasons.
  • Deliveries are sometimes completed significantly earlier than our delivery estimates.
  • If your order has not been completed within the estimated delivery time please be patient. Your delivery is almost certainly imminent.
  • It is often not possible to give more than a couple of days notice of delivery so you may hear nothing until just before the delivery.
  • If you kept a record of the delivery estimate at the time of your order and your order is now late please contact us.
  • If you did not keep a record of the delivery estimate at the time of your order you can look at the current delivery estimate by viewing the product you ordered on our website. If your delivery is late based on the current delivery estimate please contact us.
  • Please note that it may be a few days before we reply. Often we are waiting for a response.
  • We ask for your patience and thank you for your understanding.

I want a faster delivery

  • Unfortunately, so does almost everybody else!
  • Most people want delivery as soon as possible and our delivery estimates are based on that assumption.
  • There is only one fair way to process orders - in time honoured British tradition it is first come first served.
  • To ensure that we offer the most competitive prices our deliveries are often organized in batches. A typical batch is a full truck with multiple orders.
  • It is rarely possible to deliver a single product separately.
  • It is rarely viable for a truck to drive miles off course to complete one delivery.
  • To ensure that we offer the most competitive prices our manufacturing may also be organized in batches, with similar orders made together at the same time.
  • With many of our best value products it is not possible to manufacture one product in isolation.
  • Those products which are individually made to order are normally offered with long delivery estimates.
  • We ask for your patience and thank you for your understanding.

I am waiting for a reply to my email

  • We are really struggling to reply to all of the emails we are receiving, due to an unprecedented increase in the number of email queries since the pandemic started.
  • Every week we answer thousands of emails. Please be patient. It will soon be our pleasure to answer your query.
  • Our expert advisers report that over 90% of email enquiries are answered by copying information which is publicly visible on our website.
  • You should be able to find an answer to most queries now if you refer to our website.
  • Read the description of the product you are interested in from start to finish.
  • Click on all of the tabs to see specifications, delivery information, payment information and installation information.
  • Click on all of the links and icons to see additional information about accessories and options.
  • Scroll down to the bottom of each page to see all of the information.

I am waiting for a reply to my phone call

  • We are really struggling to reply to all of the phone calls we are receiving, due to an unprecedented increase in call volumes since the pandemic started.
  • Every week we answer thousands of phone calls. Please be patient. It will soon be our pleasure to answer your query.
  • Our expert advisers report that over 90% of telephone queries are answered by reading out information which is publicly visible on our website.
  • You should be able to find an answer to most queries now if you refer to our website.
  • Read the description of the product you are interested in from start to finish.
  • Click on all of the tabs to see specifications, delivery information, payment information and installation information.
  • Click on all of the links and icons to see additional information about accessories and options.
  • Scroll down to the bottom of each page to see all of the information.

I want a faster reply

  • Unfortunately, so does everybody else!
  • Please refrain from emailing us every day or two - it will delay our response.
  • The more emails you send, the more complex your case becomes and the longer it will take to reply.
  • Only send an email if you need to convey important additional information.
  • If you send "chasing" emails our response will take longer.
  • Please keep your contacts short and simple. We just need your name, the delivery postcode and a brief summary of your query.
  • We can answer simple queries faster because more staff are qualified and trained to answer simple queries.
  • Replies to more complex queries often take longer because fewer staff are qualified and trained to answer such queries and those staff are busiest.
  • Please be polite to our staff. We have a duty of care to protect the wellbeing of our staff, who are instructed to end unpleasant calls and not to contact those customers again.
  • Thank you for your patience.

I am waiting for a fitter to phone back

  • We administer a network of independent fitters for the benefit of our customers.
  • The biggest benefit of our independent fitters is the price you pay.
  • Other suppliers see installation as a lucrative source of extra revenue.
  • Apart from a small referral fee we make no money from our independent fitters - you pay the cost price direct to the installer.
  • Our independent fitters can install a selection of products including log cabins, greenhouses and wooden gazebos.
  • The installation option is not available with the cheapest DIY products.
  • The best fitters are busy working flat out with very little spare time for making or receiving phone calls.
  • Members of a fast and efficient fitting team cannot stop to answer phone calls during the day without slowing up the team and letting down their colleagues.
  • Often fitters travel long distances, starting early in the morning and getting home exhausted late at night.
  • On our website product pages we publish the number of jobs each fitter has completed for our customers.
  • Fitters with a high number of jobs are familiar with our products and procedures and less likely to let you down.
  • If your fitter is not answering the phone we recommend leaving a voicemail or sending a text.
  • Although your project may be a new experience for you, a good fitter knows most of the pitfalls and problems and knows how to overcome them.
  • Please be polite to your fitter and remember they are not obliged to work for you.
  • Good fitters are in high demand and often you may need to wait a while, especially at busy times.
  • You can cancel the installation at any time with a few days notice.

I am waiting for a baselayer to phone back

  • We administer a network of independent baselayers for the benefit of our customers.
  • The biggest benefit of our independent baselayers is the price you pay.
  • Other suppliers see base laying as a lucrative source of extra revenue.
  • Apart from a small referral fee we make no money from our independent baselayers - you pay the cost price direct to the baselayer.
  • Our independent baselayers can build a base for a selection of products including sheds, summerhouses, log cabins, garages and greenhouses.
  • Please note that we only offer baselaying with products which also include installation either as an option or included within the price.
  • The baselaying option is not available with the cheapest DIY products.
  • Please note that our independent baselayers are available in fewer areas than our installers. This is because fitters can drive further with no heavy deliveries to worry about.
  • The best baselayers are busy working flat out with very little spare time for making or receiving phone calls.
  • Members of a fast and efficient baselaying team cannot stop to answer phone calls during the day without slowing up the team and letting down their colleagues.
  • Groundworking is hard physical work and baselayers are often exhausted when they get home.
  • We publish the number of jobs each baselayer has completed for our customers on our website.
  • Baselayers with a high score are familiar with our products and procedures and unlikely to let you down.
  • If your baselayer is not answering the phone we recommend leaving a voicemail or sending a text.
  • Although your project may be a new experience for you, a good baselayer knows most of the pitfalls and problems and how to overcome them.
  • Please be polite to your baselayer and remember they are not obliged to work for you.
  • If your delivery is imminent with same day installation included it is imperative that your base is completed on time. If the base has not been completed a week before you must advise the factory urgently.
  • You can cancel the baselaying at any time with at least a few days notice, provided that the baselayer has not purchased any materials or organized any deliveries.

My parcel delivery is damaged

  • Most of the products we supply are large and heavy, which greatly increases the chances of damage in transit.
  • The only way we can deliver our best value products fast throughout the UK is to use high volume national parcel delivery companies.
  • Although a high proportion of products are delivered intact a small fraction are not, for which we can only apologize.
  • Most national parcel companies will not deliver our bulky products, so we do not have much choice.
  • Our large and heavy products are much more likely to be damaged than smaller parcels.
  • Our large and heavy products are sorted and handled manually, unlike smaller parcels which are automatically sorted.
  • You should always inspect any products when they are delivered and report any damage to the driver.
  • Ask the driver to show you that the damage has been recorded.
  • If you are asked to sign for the delivery, you can add the word "DAMAGED" next to your signature if appropriate.
  • Never rely on the driver to forward photographs of damage - always take your own photos.
  • Even if the box is damaged the components inside are often undamaged. If so the box has done its job. For this reason we recommend against refusing a damaged delivery.
  • If you suspect damage you should open the box without delay and check the contents.
  • If only one or two components are damaged we may be able to supply spare parts - when available this is often the easiest solution.
  • Please email us without delay including a brief summary of the damage with a list of damaged components and one or two photographs if possible.
  • Please be patient, especially at busy times. It may be a few days before we contact you. Often we are waiting for a response from the transport company.

My parcel delivery is late

  • Most of the products we supply are large and heavy, which greatly increases the chances of a delay.
  • The only way we can offer our best value products with fast delivery throughout the UK is to use high volume national parcel delivery companies.
  • Although a high proportion of products are delivered on time a small fraction are not, for which we can only apologize.
  • Most national parcel companies will not deliver our bulky products, so we do not have much choice.
  • Our large and heavy products are much more likely to be delayed than smaller parcels.
  • Our large and heavy products are sorted and handled manually, unlike smaller parcels which are automatically sorted.
  • Sometimes the cause of the delay is a missed connection during the overnight delivery process.
  • Sometimes delays are caused when a network hub is overwhelmed with more parcels than it can process.
  • Sometimes delays are caused if an address is difficult to reach due to roadworks or difficult to find, for example in a remote area.
  • Sometimes delays are caused by bad weather, especially snow and high winds at any point on the journey.
  • In most cases the delayed delivery arrives on the following day. If not please contact us and we can try to find out what happened and where your delivery is.
  • Please be patient, especially at busy times. Please note that it may be a few days before we contact you. Often we are waiting for a response from the transport company.

My parcel delivery is incomplete

  • Most of the products we supply are large and heavy, which greatly increases the chances of a delay.
  • The only way we can offer our best value products with fast delivery throughout the UK is to use high volume national parcel delivery companies.
  • Although a high proportion of products are delivered on time a small fraction are not, for which we can only apologize.
  • Most national parcel companies will not deliver our bulky products, so we do not have much choice.
  • Our large and heavy products are much more likely to be delayed than smaller parcels.
  • Our large and heavy products are sorted and handled manually, unlike smaller parcels which are automatically sorted.
  • If you read the label on any of your parcels you can see how many parcels there should be e.g. 1 of 5, 2 of 5 etc.
  • If your order is more than one box most people assume that the boxes will be shipped together. However, each individual box is handled separately.
  • Each box has a unique barcode so it can be individually tracked each time it is scanned.
  • It is not uncommon for the different boxes to be separated as they travel through the network.
  • Often boxes of different sizes or weights are sorted differently so separation is inevitable
  • In most cases the delayed parcel arrives on the following day. If not please contact us and we can try to find out what happened and where your delivery is.
  • Please be patient, especially at busy times. Please note that it may be a few days before we contact you. Often we are waiting for a response from the transport company.

My accessories have not arrived

  • If your order is substantially completed but one or more accessories have not yet arrived, it may be nothing to worry about if the remaining accessories are on the way but it could be a problem.
  • We proudly offer a very extensive range of products and accessories from a wide variety of different sources.
  • Our supply chain is complex and it is difficult to keep track of everything, so it is entirely possible that one or more of your accessories has been forgotten.
  • In such cases our customers can be a very effective final check.
  • If you have any concern please email us using the Contact Us feature on our website.
  • Wood preservative is always delivered separately, because as a liquid it needs special packaging to avoid spills. If it has not arrived before the rest of your order it should arrive within 1-2 weeks afterwards. Please please email us using the Contact Us feature on our website if it has not arrived within 2 weeks. Please note that although wood should be treated soon after installation no harm will arise if it is untreated for a few weeks.
  • Many of our smaller accessories including solar lights, alarms, steel shelf units, our best value greenhouse staging, automatic vent openers, tool hooks, padlocks, corner brackets, base anchors and hammer fixings are delivered direct from our main warehouse. We may not be aware that the rest of your order has been delivered so please email us using the Contact Us feature on our website and we will send your accessories within a few days.
  • Many of the smallest accessories such as corner brackets, base anchors and hammer fixings are often attached to one end of a larger box.Being small they are easily missed! Sometimes they are thrown out with the polythene outer wrapping. Please check the boxes, especially the ends of the boxes. Please also check the wrapping before you dispose of it.
  • Occasionally an accessory is out of stock in which case it will be forwarded when new stock arrives. Accessories can be out of stock for weeks, especially at times of supply chain volatility. You can of course cancel that part of your order and we will refund any money you paid us for that accessory.

I have no instructions

  • It is very rare for the instructions to be missing.
  • If you want to proceed with the installation without delay search everywhere - twice - then search again.
  • Is it possible that another member of your family has moved the instructions?
  • The instructions are often small and easily concealed by the components or within the inner or outer packaging.
  • We recommend keeping all of the packaging until the installation is complete, because small components are often caught up in the wrapping or hidden behind a flap in a cardboard box.
  • You may need to empty the boxes.
  • The instructions may be inside the fixings bag.
  • We have digital versions of most instructions which we can email to customers on request. However this is not instant so we recommend a thorough search first if you want to get on now.

I have no fixings

  • It is very rare for the fixings to be missing.
  • If you want to proceed with the installation without delay search everywhere - twice - then search again.
  • Is it possible that another member of your family has moved the fixings?
  • The fixings are often small and easily concealed by the components or within the inner or outer packaging.
  • We recommend keeping all of the packaging until the installation is complete, because the fixingss are often caught up in the wrapping or hidden behind a flap in a cardboard box.
  • You may need to empty the boxes.
  • Was the box badly damaged on arrival?
  • Was there a hole in the box large enough to allow the fixings to fall out?
  • We have spare fixings for many products which we can send to customers on request. However this is not instant so we recommend a thorough search first if you want to get on now.

I have missing parts

  • Was one of the parcels badly damaged on delivery, with a large hole in it?
  • Have you received all of the parcels we sent?
  • If you look at the label on any of your parcels you can see how many parcels there should be e.g. 1 of 5, 2 of 5 etc.
  • If there is a missing parcel please see our answers to the question "My parcel delivery is incomplete".
  • If you have received every parcel undamaged you should assume that all of the components have been delivered. Mistakes are rare.
  • Over 90% of parts reported missing are subsequently found.
  • Whenever we open a box to find a spare part for a customer we always find it. It is never missing, without exception. Over the years we have opened hundreds of boxes and we have never failed to find a single part, first time every time.
  • Nothing human is perfect and we are happy to help if there has been a mistake but please search carefully.
  • If you cannot find a component it is almost certainly because you have not yet looked in the right place.
  • If you cannot find a component please look again.
  • If you still cannot find the missing component please enlist a fresh pair of eyes to make a fresh search.
  • Perhaps the missing component is much smaller than you expect?
  • Perhaps the missing component is packed with a larger component and you missed it?
  • Perhaps the missing component has already been factory-fitted to another component so it is not separate?
  • Do not throw away any packaging until the installation is complete.
  • Small components are often thrown away with the packaging.
  • If you cannot find a component check the packaging thoroughly.

I am waiting for spare parts

  • Our replacement parts service is often the best option to avoid the delay and inconvenience associated with a return.
  • It is normally faster and less hassle than returning the product and starting the search for an alternative product.
  • Most retailers do not offer replacement parts so if one component or fixing is missing or unusable you have only two choices - you must either make do with a sub standard product or return it, which normally involves a delay and takes you back to square one.
  • Our replacement parts service is available at any time including years after your purchase. It is mainly for the benefit of our customers as it does not generate any significant revenue.
  • Please note this service is labour intensive. It normally takes a few days to pick and pack replacement parts, especially at busy times.
  • Some parts requests are more complex than others and complex requests may take a few days longer to complete.
  • We always try to process return requests and inspections as quickly as possible.
  • Unfortunately parts requests do not always occur in a regular pattern but often in sporadic surges.
  • For example, we receive more parts requests after a sunny weekend because more people are out in their garden trying to assemble our products.
  • Please be patient, especially at busy times.
  • Please refrain from emailing us every day or two - it will delay our response.
  • The more emails you send, the more complex your case becomes and the longer it will take to reply.
  • Only send an email if you need to convey important additional information.
  • If you send "chasing" emails our response will take longer.
  • Please be polite to our staff. We have a duty of care to protect the wellbeing of our staff, who are instructed to end unpleasant calls and not to contact those customers again.
  • Thank you for your patience.

I am waiting for a refund

  • We always pay any refund within a day or two after it has been authorised.
  • If there is a delay in paying a refund it is caused by a delay in authorisation.
  • Delays in authorisation may arise if a difficult decision is required or if several people need to discuss a case.
  • Often it takes time to arrange a meeting between several people to discuss a complex case, especially at busy times.
  • Often it takes time to arrange an inspection of a returned product, especially a product with multiple components.
  • We always try to process return requests and inspections as quickly as possible.
  • Unfortunately cancellation requests and product returns do not always occur in a regular pattern but often in sporadic surges.
  • For example, we receive more return requests after a sunny weekend because more people are out in their garden trying to assemble our products.
  • At times during this pandemic, especially at the busiest times, we have occasionally taken longer to pay a refund than we should.
  • Major companies who faced similar problems during this pandemic include airlines, tour operators and travel agents who broke the law by failing to process cancellations and pay refunds within the time specified in law.
  • Major institutions who faced similar problems during this pandemic include the UK government who broke the law by failing to publish information about PPE purchases worth billions of pounds within the time specified in law.
  • Please refrain from emailing us every day or two - it will delay our response.
  • The more emails you send, the more complex your case becomes and the longer it will take to reply.
  • Only send an email if you need to convey important additional information.
  • If you send "chasing" emails our response will take longer.
  • Please be polite to our staff. We have a duty of care to protect the wellbeing of our staff, who are instructed to end unpleasant calls and not to contact those customers again.
  • Thank you for your patience.

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