After Care – Customer Service

Let’s get the obvious part out of the way first:

Does Dunster House offer after sales over the phone?

No. Our after sales team handles enquiries by email rather than over the phone.

Why on Earth not?

Because we want to give you the best response possible so we can solve your problem as fast as we can, and we can’t do that over the phone. We’ve been in business for more than 30 years, and we do everything in-house. We design, we manufacture, we deliver. Whatever issue arises, one of our Dunster House experts will know how to resolve your problem. But they might not be by a phone when you ring.

In order to ensure we give you the level of service that has led to so many satisfied customers on TrustPilot, we have to ask you to reach us via email. This helps us

• Ensure we have everything written down to send direct questions straight to the experts
• Guarantees we know your order number
• We can be certain we address your query in a timely manner with time stamps
• Allows you to send images to speed up our identification of issues

We are not trying to be inflexible. We are trying to make our customer service as efficient and effective as possible, so any disruption you experience can be resolved with minimal delay.

To contact after sales 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.

What is the process your Customer Service team takes?

Once you contact us, we operate a ticket system and assign priority depending on when the product has arrived at your destination.

We operate a priority-based ticket system to assist customers who have recently taken delivery and are likely beginning assembly.

• Orders delivered within the last 7 days, we aim to reply the same working day
• Orders delivered between 7 days and 6 months ago, we aim to respond within 24 hours
• For Orders delivered over 6 months ago, we aim to respond within 3 working days.

What about Cancellations?

To contact Dunster House to return or cancel an order, please contact our after sales team either by email to [email protected] or by post: After Sales, Dunster House Ltd. Elms Farm Industrial Estate, Caxton Road, Bedford, MK41 0LF.

Is there anything I can do in the meantime?

At Dunster House, our goal is to provide service of such high quality that you never even need to get in touch with us. That’s why we have taken every effort to address FAQs and pain points in our Help Centre  Providing industry leading after care to our customers is something we’re always striving for and we’re here to help get as many of your problems solved now.

FAQs

We’ve assembled some of the common questions we get here with answers to help save you time before needing to reach out to us.

Do I need Planning Permission?

While it is unlikely as our garden buildings are designed to fit within planning legislation, we have a helpful planning permission guide here.

What do I do if parts are missing?

We take every measure to ensure you receive everything you need, but mistakes can happen. Should you need them, click here to order spare parts.

Does my Garden Building need a base?

Most probably! If you need help, we have recommendations on how to lay a concrete base as well as how to install a RapidGrid base.

Do you offer an Installation Service?

We do not currently offer an installation service. However, all our products have been designed with the DIY market in mind and we provide you with comprehensive instructions and online resources. You will find a number of helpful videos on our YouTube page.

Where can I find the installation manual?

A copy of the installation guide is available in the customer login area of our website. Just enter your SO order number and your delivery postcode to access all of the details of your order.

What tools do I need to DIY 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

Do I need to treat my Garden Building?

We recommend treating your garden building after construction to help maintain the high quality for years to come. If you need help, we have information available on types of treatments and how to apply them.

Can I track my order?

On the day of your delivery you can track your order on our website by signing in to our customer login area. You will receive an update on your drivers approximate location, however we still ask that somebody is at home and available from 8:00am to 6:00pm on the day of delivery to accept the goods. More information can be found on our help page.

What happens if I’m not in when my delivery arrives?

All deliveries must be accepted and signed for by an authorised person, we are unable to just leave the goods on your property without someone present. Therefore, if there is nobody available to accept your delivery you will be given a new delivery date and charged a redelivery fee. Find more information on our help page.

Am I able to return the product?

Yes, if you accept delivery of the goods but later request a return (provided the goods are unused, unassembled, and in the same condition as delivered), we can arrange a collection. Be aware this service is chargeable. For more information, please refer to our returns policy.

What does my guarantee cover?

We offer a 10-year guarantee against damage by insects and fungal decay across all pressure treated wooden components. Full details can be found on our ‘Guarantees‘ page.

If you still need to get in touch with our after sales team to solve your problem, simply fill in the online form or email [email protected].