Forest Garden - Pent Log Store

Delivery

We aim to make the delivery of your products as hassle-free as possible through our network of trusted suppliers and couriers. Allowing you to get started with your project as soon as possible and with minimal fuss.

There are, however, a few common questions customers have about the delivery of their order. You can find answers to each of these below, but don’t hesitate to contact us if you have any other questions before placing your order.

How Much Will Delivery Cost?

Once you’ve added the products you’re buying to your basket, click the ‘Proceed to Checkout’ button found within the order summary. This will take you to the checkout, where you’ll be asked to enter your name, contact details and delivery address. Once this has been entered, simply click the ‘Continue to Shipping Method’ button where you’ll see a delivery cost.

How Long Will Delivery Take?

You’ll find an estimated delivery time on each product below the ‘Add to Basket’ button. In most cases, this is a range (i.e. 3 – 7 Days) that shows the earliest and latest a product will be delivered. But please remember these are estimates and factors out of our control could result in your delivery arriving sooner or later in rare cases.

Do You Deliver on Weekends?

All deliveries take place on weekdays (Mon – Fri) and do not take place on Bank Holidays. This ensures that Customer Care team are available in the unlikely scenario that you have an issue with your delivery.

When Will I Receive a Delivery Date?

Once your order has been placed, it will be processed by our team as soon as possible. As and when the courier confirms a planned delivery date, this will be sent to the email address provided when the order was placed. Be aware that this could be provided within a day or two but could take longer if the product ordered is on an extended delivery time.

Can I Track My Delivery?

We use several couriers to delivery to customers, meaning that not all provided live tracking. If tracking is available for your order, this will be provided at the same time as your planned delivery date.

Returns

We understand mistakes can be made and we therefore keep our cancellation and returns policy as simple as possible. However, there are a few things to know about cancelling an order or returning an item. These include:

Items Not Required

Should you no longer require an item, you have the right to cancel within 14 days of delivery unless the items are custom made. You needn’t give us reason for cancelling your order but will be required to notify us by email. Once notified we will provide an address for the items to be returned to and arrange the necessary refund.

Faulty or Damaged Items

On the rare occasion that an item is delivered faulty or damaged, we will exchange it or provide a refund. We must be notified by email as soon as possible and may require images. To avoid such an issue, we ask that customers do not sign for damaged goods.

Custom Made Items

A handful of items are ‘Custom Made’. This means they are typically manufactured to the specifications provided by you and are therefore non-refundable. This is unless they are deemed to be faulty or damaged at the time of delivery, at which point you should notify us by email as soon as possible.

Further Information

For further information on cancellations, returns and refunds please read our full policy by clicking here. This confirms any other requirements to consider (i.e. packaging), fees that may be charged (i.e. admin charges) and our policy for businesses.