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 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?
Abloom Limited is not registered for VAT, so no VAT is charged on the goods we sell and we cannot issue VAT invoices. Prices are shown in pounds sterling, and the price against each product is the total price of the goods. Delivery is charged separately and shown in full before you pay. If you need a receipt or a copy invoice, email us with your order number and we will send one.

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?
Delivery is 3–5 business days from dispatch. Every planter in our standard range is a stock item, so nothing in the range is made to order. Custom and made-to-measure orders are quoted individually, and we confirm the lead time in writing before you pay. Full details are in our Delivery Information.

Is delivery free?
Yes, on orders of £50 and over. Below that, it is a flat £4.99. We offer one delivery service only, and 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.