Frequently Asked Questions

Delivery FAQs

Delivery

If I buy today when can I expect my order? All orders (excluding hazardous items) placed before 4:45pm will leave us on the same day. Any orders placed after that time will leave on the following Working Day (Monday to Friday). Unless you have selected the Satruday Delivery option at Checkout, your order will be with you on the following working day.

Which courier company do you use? At present we are only using DPD Local as they have proved to be a very efficient and reliable.

I live in Scotland, Ireland and Offshore Islands - Why am I being charged £14.95 for delivery? This is because your delivery postcode is classed as Highlands and Islands by DPD and hence the service becomes far more expensive. We only use DPD for this because of their reliable 2 day service to Highlands and Islands and we want to use the best carrier available to get your order to you as swiftly and safely as possible. As the charge is far more, we cannot afford to absorb it all.

When will my order arrive? DPD will send you a text and email on the morning of delivery with an hour window for delivery. You can add delivery details or reschedule from this.

Do you deliver outside the UK? We do deliver to the Republic of Ireland but not to the rest of Europe at present. When the world returns to relative normaility we will consider delivering further afield.

Click & collect

How long until my order is ready for Collection? From the point of placing the order (within the working week, Monday to Friday, 8am to 5pm) we will have it ready to collect from our warehouse in Perrotts Brook near Cirencester, Gloucestershire within an hour.

How long will my order be held for? We would prefer your order to be picked up within a couple of days. If you need us to hold your order longer, please contact us.

Returns

I've ordered the wrong item, but it has not arrived yet. How do I stop the delivery? If you have made a mistake ordering an item please get in touch with us as soon as you can. If it has already left us we will get in touch with DPD and attemp to stop the delivery. If the order is out for delivery, you can refuse the delivery and it will be returned to us automatically. 

The order has arrived and I have ordered the wrong item. How do I return the item? If the item has been delivered it is your responsibilty to return it to us (if you wish to) with a copy of your details. Please get in contact with us and we can recommend services that can pick it up for you. We will refund you if the item returns to us unused and in resalable condition.

My order has arrived and the item is not what I ordered. All our staff are as careful as possible but are human. On rare occasions mistakes do happen but we will reticfy as soon as we can, getting the correct item to your on the following working day. Please email us a photo of the incorrect item and we will make the neccessary arrangements. For low value items we will offer you to keep the incorrect item (if you could find a use for it) and on higher value items we will organise a collection using DPD. We do ask if it is possible to pack the item in it's orginal packaging or protect the item as well as you can.

Product FAQs

Should I use an oil or a varnish? Both provide a great finish but the difference is the way the finish interacts with the wood. Oil is absorbed by the wood whereas varnish is on the surface. Oils will warm the colour of the wood (similar to if you wiped water on untreated wood) whereas clear water based products won't change the colour as much.

Why has the Pine gone a yellow/orange colour? Softwoods such as Pine and Beech are more susceptible to yellowing due to light colour. All oil based products will naturally warm the colour of the wood and this is exagerated by the light colour of the softwood. We reccomend using a water based finish such as the Liberon Hard Wax Oil (which is actually water based).

What is Hard Wax Oil and how do I apply it? Hard Wax Oil is a hard wearing, easy to apply wood finish. It has all the nourishing properites of an oil but with a surface build which protects the wood floor, furniture or worktop. When applying, less is more. Lightly key the bare surface with P120-180 grit sandpaper and make sure the surface is grease and dust free. You need two thin coats with no excess left on the surface, the first slightly thicker than the second. If you apply too much on each coat or apply too many coats, the oil will go gummy on the surface. Hard Wax Oil is also really easy to maintain. On floors it can last up to two years without topping up and if it does need more in certain areas you can spot treat the floor (if hard wax oil was used previously) by keying and then applying the oil in thin layers.