FAQs

Frequently Asked Questions

Ordering

How do I know my order went through?
You will get an acknowledgement email straight away, then a separate dispatch confirmation with tracking when your order leaves us. If you have not had the acknowledgement within an hour, check your spam folder and then contact us.

Can I change or cancel an order after placing it?
Yes, if it has not yet been dispatched — email support@simplywooduk.com or call 0800 118 5141 as soon as you can. After dispatch, our Returns & Refund Policy applies.

Do you sell to businesses and landscapers?
Yes. Get in touch with your requirements and we will quote.

Payment

What payment methods do you accept?
The card and wallet options available to you are shown at checkout. All payments are processed over an encrypted connection by our payment providers — we never see or store your full card number.

Are prices inclusive of VAT?
Prices are shown in pounds sterling and include VAT where it applies. Delivery is charged separately and shown in full before you pay.

When am I charged?
Payment is taken when the order is placed. If we cannot fulfil the order, we refund in full.

Delivery

How long will my order take?
Standard delivery takes 3–5 business days and Express takes 1–2 business days. Made-to-order items take longer — the lead time is on the product page. Full details are in our Delivery Information.

Is delivery free?
Standard delivery is free on orders of £50 and over. Below that it is £4.99, and Express is £6.99. The charge is shown in full at checkout before you pay.

Do you deliver outside the UK?
Not at present.

Where exactly will a large item be left?
Bulky goods travel on a pallet or two-person service, delivered to the kerbside or nearest safe hard-standing. The carrier will call to book a slot. Please make sure there is clear vehicle access.

Returns

What if I change my mind?
You have 14 days from delivery to tell us, and a further 14 days to send the goods back. We refund within 14 days of receiving them, including the standard outbound delivery charge. Return carriage for a change of mind is at your cost — contact us first and we can quote for collection on larger items.

What if it arrives damaged or faulty?
We put it right at no cost to you — repair, replacement or refund. Send us a photo and your order number and we will sort it.

Can I return a bespoke item?
Made-to-measure and personalised goods are exempt from the 14-day cancellation right, because they are built specifically for you. This does not affect your rights if a bespoke item arrives faulty or is not as described.

Our products

Will the wood change colour?
Yes. Untreated timber weathers to a silver-grey outdoors over a season or two. It is a cosmetic change, not decay. Treating with a suitable oil or preservative slows it and keeps the original tone for longer.

My planter has small cracks in it — is that a fault?
Almost always not. Timber shrinks and expands as humidity changes, and fine surface checking, small knots and resin bleed are normal characteristics of natural wood. If you are unsure, send us a photo and we will tell you honestly.

Do raised beds need lining?
Lining the inside walls with a breathable membrane can extend the life of the timber by keeping wet soil off it. Leave the base unlined so the bed still drains.

Can I get a size that isn't listed?
Yes — send us your measurements and we will quote, with a lead time, before you commit.