FAQ's

At Dunster House, we only use slow-grown Spruce, specifically sourced from cold climates. Why? Because these conditions lead to slower growth, resulting in denser growth rings. This then provides your garden structure with superior strength, durability, and a more consistent appearance throughout the timber.

While we’re committed to selecting only the highest quality timber, it remains a natural material – so each piece is unique. Once assembled, your product may begin to settle, and natural characteristics may appear. These can include:

• Knots,
• Small cracks,
• Splits,
• Shakes,
• Warping,
• Minor expansion and contraction,
• Striation (fine, natural lines on the timber surface)

These features are entirely normal and part of what gives timber its natural charm. They are not considered defects under our Terms & Conditions and, in most cases, won’t affect the structural integrity or function of your product. Our expert designs account for these natural variations, ensuring your structure remains strong, reliable, and built to last.

For advice on addressing these natural occurrences, or for further support, please contact our Customer Services Team at [email protected].

To contact customer services at Dunster House Ltd, please email [email protected], with your questions or concerns, detailing your order number (normally beginning with SO), or your postcode so that we can find your order.

If you decide to choose a different email address or channel of communication with our company, you will receive the same advice to contact Customer Services via email to [email protected].

We only deal with customer services enquiries via email and do not have a telephone number for this department.

Please note that we are unable to correspond with you unless you are the named invoiced customer, and if you wish to speak on behalf of the invoiced customer we will require their written consent.

In the unlikely event that you need to replace components on your product, we should be able to help you! However, under no circumstances are we going to supply any item for customers to change & modify their products from the original design.

Dependant on the age of your product, it may mean we are unable to help or supply you with replacements you require. If your product is 7-10 years old, for example, we are more than likely unable to help you. As we have grown as a company our products have followed, we may find it hard to find you on our computer system or we no longer stock/ manufacture the items for your product. But it is always worth checking with us, so pop an email over!

In order to have a fully documented clarification of parts that are required, we like to deal with spare parts via email. Contact us at [email protected].

Find out more about which spare parts we can and cannot provide.