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Dunster House Ltd.
Est. 1994
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Online Help Centre

Online Help Center
Home / Online Help Centre
Welcome to our Help Centre! We hope you'll find the answers to all of your questions and any doubts you may have in this section of our website. As you browse through, you'll find a complete collection of useful information about our products and their unique features in our "Learn more About" section, extensive information about our Delivery, Installation, Returns Policies, and Customer Service department, as well as information you may need regarding Building Regulations. If after browsing you still can't find the answer to your questions, or you're after more information, then please give us a call!

Frequently asked questions

Placing an order
How can I place an order?

You can place your order online, using our encrypted server. There are also several other ways you can order, depending on what you feel comfortable with. It can be done over the telephone with a helpful member of our Sales Team on 01234 272445, via fax on 01234 272588, or by popping into one of our branches. Branch locations and opening times are available here.

Do you have a Showroom?

Yes, we have four branches throughout mainland England, situated in Bedford, Warminster, Faversham and Flixborough.  Each branch has a display garden with a wide range of products available for viewing. Please see our visit us page for contact information and opening times of each branch.

Will my details be kept private?

Of course, our payment pages are secured using high level encryption. Credit card payments are processed using SagePay, a secure server. All credit card numbers are encrypted in the software when the order is placed and are only decrypted after they reach us. They are not held in clear text on any web site. We will seek to verify all card transactions against the cardholder's address to avoid any payment problems and fraud. For more information about payment methods click here.

Do I need an account to order?

No, it is not necessary to have an account with us when ordering. This means there's not another log in, for another website, that you will need to remember. 

How do I know the order has been received and confirmed?

Once your payment details have been verified and your order is successful you will receive confirmation of your order. If you order online the confirmation will be in the form of an email, offline orders will receive confirmation via email and post. For customers who purchase our installation service online the confirmation will be sent via email and post.

Question not answered? contact our sales team
Payments
How can I pay?

We accept VISA, Master card, Debit Cards and Personal cheques. We can also accept payment via bank transfer.

 

Please allow up to 8 working days for any cheques to clear and 3 to 5 working days for bank transfers. With card payments over the phone, due to our strict method of Address Verification, used to minimise the risk of fraud, we are only able to deliver to the cardholder's address. 

What if the delivery and billing addresses are different?

Online orders may be placed to alternative delivery addresses, but only if the online card payment is in full and the card passes a 3D Secure check such as Verified by Visa or MasterCard SecureCode.

 

If you prefer, the payment can be made via bank transfer or cheque when ordering over the phone with one of our friendly sales advisors. Alternatively you can pay via chip and pin or cash by visiting one of our four branches. If paying by cheque we advise paying the whole order amount to avoid delaying your delivery date due to clearance timescales, however this is not required.

Can I pay for my order on delivery?

No, full payment must be made before any items will be delivered. 

Can I pay a deposit?

Yes, a 25% deposit can be paid on all of our products being delivered to the cardholder's address. The remainder of your payment is then made before your delivery or installation. 

Are there additional charges for card payments?

No, there are no additional charges when paying by card. 

Am I paying VAT on my purchase?

VAT is paid on all purchases from Dunster House Ltd. The VAT is charged at the current UK rate.

Question not answered? contact our sales team
Delivery
Where do you deliver to?

We deliver our products to mainland England and Wales, and some Scottish Regions. There are some exceptions which apply so please refer to our delivery page for further details on delivery and pricing.

What is 2 Person Delivery?

If you do not wish to provide an able bodied person to offload the vehicle with the help of our driver, we can provide additional manpower with our 2 Person Delivery Service. The driver will arrive with another person and between them they will unload the goods and deliver them onto your property up to 50m away from kerbside, access permitting.

We offer this service on all items that are delivered (except Scotland), we do not offer this on our couriered products. Prices for this service can be found on individual products.

When will I receive my delivery date?

As soon as stock is available for delivery a member of our despatch team will contact you to arrange a delivery date. For more information please see our delivery page.

Are the turnaround times on the website accurate?

The turnaround times on our website are all approximate. This is because your delivery depends on stock levels, driver availability and, the most uncontrollable of all, the weather.

What time will my delivery arrive?

We do not offer timed deliveries, which is why we ask that somebody is at home and available between 8:30am and 6:00pm on the day of the delivery. This is in case our driver meets unexpected traffic and has to change the route, you've then possibly gone from first on the route to third.

 

On the day of your delivery you can track your order on our website, just click here. Simply type in your order number and postcode and you will get an update on your driver’s location. This means that if you need to pop out on the day of delivery, you can check where your driver is and do what you need to do without worrying about missing your delivery.

Can I track my order?

On the day of your delivery you can track your order on our website, just click here. Simply type in your order number and postcode and you will get an update on your driver’s location. This means that if you need to pop out on the day of delivery, you can check where your driver is and do what you need to do without worrying about missing your delivery.

What if I'm not in when my delivery arrives?

We ask that somebody is at home and available from 8:30am to 6:00pm to accept the delivery. If, for whatever reason, you need to go out then please make sure that somebody else is at home and able to accept and help unload your delivery.

 

If there is nobody available to accept your delivery you will be charged a redelivery fee and given a new delivery date. For more information on redelivery fees see our terms and conditions.

How will my purchase be delivered?

We would love to be able to boast a fantastic delivery service by magic carpet that would deliver your order while you sleep, but this would not be true.

 

We can however boast our own drivers, with our own fleet of vehicles, who will deliver your order on an agreed date. Our products come flat packed, as shown in our delivery section

 

There are two levels of service for delivery: either our standard, (one person service) or our two person delivery service.

 

With the Standard Delivery (1 Person) Service we will send 1 driver who will need the assistance of an able bodied person at the delivery address to help him unload the vehicle to kerbside.

 

With our 2 Person Delivery Service the 2 drivers we send will unload the vehicle without your assistance and will deliver the good onto your property up to 50m away from kerbside. Please note we will not carry goods through houses, but will carry them through outbuildings providing the route is clear of obstructions and any damageable property as our delivery people carry long lengths of timber through it.

What does kerbside delivery mean?

This is part of our Standard delivery service and means that our drivers will unload their vehicle on the kerb outside of your home, nowhere else. They are not able to carry your garden building into place in your garden or into the garage for storage so you will need to be able to do this. For more information on kerbside delivery, please see our delivery section

If you wish to, you can upgrade to the 2 Person Delivery Service by selecting it on the product you wish to purchase and we will then carry the goods for you up to 50m onto your property from Kerbside.

Can I collect my purchase?

Yes, it is possible for customers to collect their order from one of our depots/branches. However, this must be arranged during the sales process. Further information about appropriate collection vehicles and collections in general can be found here

Do you assemble the products?

Yes, we offer an installation service on the majority of our products. For more information please click here.

Is there anything I must do when I take delivery of my purchase?

Yes, upon delivery, it is important that you check each item you receive carefully. Your instructions and components list will be packed inside the product pack.

 

It's important you check that all parts delivered are in excellent condition. Any missing or broken parts must be noted on the delivery discrepancy note and returned with the delivery driver. Please check our Returns Policy for more information.

Do you deliver on weekends?

No, we do not deliver over the weekends or public holidays. All deliveries are Monday to Friday between 8:30am and 6:00pm unless a public holiday falls on one of these days.

Can my garden building be delivered to a different name or address?

Yes, it is possible to have your order delivered to a different address than your billing address.

 

You can order over the phone with a member of our Sales Team who will take payment via a bank transfer or cheque sent by post to Dunster House Ltd. Alternatively, you can order online and use your credit or debit card to pay for the transaction providing that you have signed up to 3d Secure which is a system that your bank will run that requires you to enter a separate password with them when making online purchases, such as Verified by Visa or MasterCard SecureCode. For more information on payments please refer to our Payments section.

Do you ship goods overseas?

We do not ship goods outside of the mainland United Kingdom. However, we will deliver to ports and your designated agent. Additional charges may apply for additional costs for packaging the goods. Please speak to a member of our Sales Team for more information.

Question not answered? contact our sales team
Cancellations and returns
How do I cancel my order?

You can cancel your order with us either by email to cs@dunsterhouse.co.uk or by post: Customer Services, Dunster House Ltd. Caxton Road, Bedford, MK41 0LF.

 

Your right to cancel your order extends for 14 days after the items have been delivered unless you have altered the items in any form. Refunds are within 14 days with returns at the cost and risk of the customer. There are some exceptions, so please read carefully our Returns Policy

How do I return items?

If any of the items delivered are broken or damaged then please make sure you ask the delivery driver to bring the damaged parts back and we will arrange replacement parts to be delivered, without any delivery or returns charge.  If a part is damaged and you would like to return the whole order, or if you are unsatisfied with the product, simply send the whole order back with the driver and you will receive a full refund. There are some exceptions, so please read our Returns Policy carefully.

 

In the unlikely event that we leave the goods and you subsequently cancel an order, then you will need to make suitable arrangements to return such Goods, unused and unassembled, at your own cost and risk. Your statutory rights are not affected. Please read our Terms and Conditions

Will I receive a refund?

Returned goods will be inspected and refunds will take place within 14 days after the items have been returned.

 

Refunds may be subject to deductions, so please refer to our Returns Policy page for further details.

How should I contact you?

You should always contact us in writing with a detailed explanation of the situation or your query. That way you can be sure that there aren’t any mistakes or misinterpretations and it will allow us to answer you appropriately and professionally.

 

Please contact our Customer Service team either by email to cs@dunsterhouse.co.uk or by post: Customer Services, Dunster House Ltd. Elms Farm Industrial Estate, Caxton Road, Bedford, MK41 0LF. Alternatively you can use our Web Form 

Question not answered? contact our sales team
Products
What is involved in a DIY project?

Dunster House products are designed for competent DIY assembly by two or more adults. Please remember to allow time to understand and check the instructions, parts and nature of the materials that you will be using. This may take hours to days depending on the size of the project that you are undertaking.

 

The assembly process will vary according to individual abilities and complexity of the project. Any indication given as to time required to assemble a product must be deemed as approximate as wood is a natural product and may require manipulation prior to assembly.

 

Alternatively, we have invested a lot of time and knowledge into training our in house installation teams to ensure a smooth installation of our Garden Buildings. For more information on this service, please see individual product details.

Where can I find more information about a product?

We want our customers to fully understand the reasons why we are so proud of the range of products that we sell and all of the unique features that we build in. That is why we have developed a “Learn more about” section that will provide you with a range of helpful information about our exclusive products.

 

Alternatively, please contact our sales team if you have any further queries or cannot find the answer you are looking for on our website.

 

If you have already received your order and have any further questions please contact our customer service team.

Do you offer an installation service?

We offer an installation service for most of our products, please check the individual product to confirm it. The service is carried out by our own teams of installers who are specially trained in the installation of our products.

 

The Installation Service does not include treating your gardening building, as we don't know how you would like your finished product to look, or providing base work. The exception to this is where PremiumPlus RapidPads are purchased with the Installation Service.

 

We do not install third party or customer provided electrics during the installation. For further information on the Installation Service please refer to the Installation Terms and Conditions.

How should I prepare for my installation?

The most important thing you must do is check if the area is free of rubbish, clutter and debris. Also, there must be adequate space surrounding where your garden building will be for the installers to work in. This varies depending on product range, please refer to the Installation Terms and Conditions for product specific measurements.

 

You must also make sure that any base you have is ready for our installers. It must be clear and level for the installers to start building on it. It is advisable that if you are planning on laying a concrete base, you have this completed days before the install. This gives it time to dry and settle.

Do I need to comply with Building Regulations?

Building regulations can be complicated but are normally defined by use, so depending upon what you want to use your garden building for, you may not need to worry about them.

 

Please check our Building Regulations section for full details.

Do I need planning permission?

So you’ve found a beautiful Dunster House Garden Building and you’re wondering if planning permission is required to put it up.

 

Well we’ve made up a simple guide for you to see if your building is going to be considered to be Permitted Development and therefore not need Planning Permission. Please be aware this guide is intended for Dunster House Buildings Only. 

What does my warranty cover and how long does it last?

All pressure treated wooden components carry a 10 year guarantee against damage by insects and fungal decay, including our pressure treated bearers which are featured in all of our garden buildings. This does not include other parts such as nuts, bolts, screws, door locks, mechanisms and Climbing Frame accessories, which are covered for 1 year against manufacturing faults.

 

Our guarantee is subject to proper installation and normal domestic use. No guarantee is offered on products subjected to abuse, negligence, improper use, modifications or attachment to equipment other than our own. Dunster House reserves the right to examine photographs of items claimed to be defective. Products returned to our factory for examination or recovery must be sent freight prepaid, unless a Goods Returned Note is issued.

 

Please remember that all of our play systems are designed for residential use only. Non-residential use is prohibited and will void the guarantee. Also, timber is a natural product that will change and adapt to various weather conditions and therefore these natural changes are not covered by the guarantee. For more information please refer to our Terms and Conditions 

What is the best way to prepare a base for my Garden Building?

We have a unique range of foundations available for your garden building. The Premium RapidGrids and the PremiumPlus Rapidpads are environmentally friendly foundation systems to give you an alternative to concrete. These foundation systems are also quicker and easier to put into place, as well as more cost effective than a concrete base. For more information on our foundations please click here.

Why aren’t Log cabins pre-treated?

We do not pre-treat the log cabins as each piece of timber would absorb varying amounts of treatment and drying times would be inconsistent. This would cause the timber to expand to different sizes, preventing interlocking log walls from fitting together tightly and securely.

 

By not pre-treating log cabins it allows customers to apply attractive coloured treatments of their choice, personalising their log cabin to suit their individual style. We strongly recommend that you treat your log cabin after assembly, and periodically after that to maintain and prolong its beauty. For further information on maintaining your log cabin, and prolonging its life, please see our maintenance guide.

 

Please note: The floor bearers of your log cabin are pressure treated to protect them as they are constantly in touch with the ground. They come with a 10 year guarantee against insect infestation and rot.

What do I do if I've lost my product’s instructions?

If you have received your order but you can’t find the instructions or don’t remember where you’ve placed them, don’t worry. All you need to do is contact our Customer Service team, including your order number and they will gladly send you a PDF copy of your product’s instructions by email. 

How do I look after my product?

Wood is a natural product and all trees are different with different properties. These properties can include colour differences, warping, twisting, shakes, splits, knots, knot holes and varying surface finishes and are part of the natural properties of this type of material. These properties are normal for externally used timber, are allowed for in the integrity of our designs, and cannot be guaranteed against. Sometimes deep and wide shakes and cracks can appear unsightly but we have calculated for these in our designs. Minor adjustments may have to be undertaken on site due to the nature of timber.

 

Some of our products are supplied untreated, please ensure you have read the specification of your product carefully. A variety of treatments are available to purchase from us, which will help protect your product from the elements and will also give it an attractive finish.

 

Roofing felt is not supplied as standard. However, roof shingles and rolls of felt can be purchased as optional extras.

 

For more information on our products including general maintenance guides, see our Learn More About section.

What tools do I need to build my Garden Building?

The tools we recommend you use when erecting your garden building are:

 

  • Drill
  • Hammer
  • Screwdrivers
  • Spirit Level
  • Stepladder
  • Tape Measure
  • Saw
  • A ball of string, to check the diagonals
How do I ensure my Climbing Frame is on a stable and safe surface?

All climbing frames and swing sets should be positioned on a level surface, which will provide a soft landing when falling or jumping. We advise that when planning where to place your climbing frame you measure the area carefully and allow enough room for swinging space. We recommend keeping your climbing frame 2m away from any structures.

 

Where ground anchors are supplied they should be used for safety reasons. The ground anchors provided do not usually need concreting into the ground, however if you find that they move when your children are playing on the equipment then we advise you to use concrete to secure them into the ground. 

What safety standards do your Climbing Frames comply with?

Children come in all shapes and sizes, luckily so do our climbing frames and play houses! We want to make sure that your children play safely, that's why our entire range is put through rigorous, independent, European safety tests (EN71) and are CE rated.

 

The meticulous testing ensures that our range minimises risks to your children as they play on the equipment. Whether this is to prevent heads, limbs and fingers being trapped in gaps, or clothing and toggles. We look to give your children the best possible equipment to act out their wildest adventures on!

 

For further information please see the safety advice on our Learn More About section.

Are your Climbing Frames treated?

Our climbing frames are made with non toxic, Copper Chrome Arsenic free, pressure treated timber. The pressure treatment comes with a 10 year warranty, protecting against damage from rot, fungus and insect infestation, resulting in a safe and long lasting product.

 

Our playhouses come partly pressure treated. We offer a range of colourful treatments to help protect and personalise your playhouse. Please see specific playhouses and optional extras for further information. 

What tools do I need to assemble my Climbing Frame?

All of our climbing frames and play houses are designed to be built by competent DIYers with a basic set of tools and ideally a power screwdriver. They come complete with all the fixtures and fittings you need to build them and a full set of comprehensive, easy to follow instructions. All of the holes for parts, bolts and screws are pre-drilled so you don't need to worry about getting those wrong.

 

The tools we recommend you use when erecting your climbing frame are:

 

  • Drill
  • Hammer
  • Screwdrivers, preferably electric
  • Spirit Level
  • Socket set
  • Adjustable spanner
  • Spade
Are there age restrictions on your climbing frames?

Yes, there are recommended age restrictions on our climbing frames. All of our products are designed for children of 3 years and older, however the maximum age varies depending on the product. Please read the product specification to see what ages the climbing frame is suitable for. 

Question not answered? contact our sales team