Frequently asked questions


Please find below a list of frequently asked questions. If the information you need is not on this page, please telephone 01244 207370 or email Monday to Friday 9am – 5pm. 

For full terms and conditions of sale please click here for consumers and here for trade/businesses. 

Please email to unsubscribe from our marketing.  

Order delivery and collection

Click & Collect

We order Click and Collect. Please note the following:

  1. After your purchase is complete, you will receive a notification (by the same method you completed your purchase with) to inform you that your order is ready to collect.
  2. Do NOT attempt to collect it before this time.
  3. Click & Collect orders can be collected between 9.30am and 4.30pm Monday to Friday.
  4. The collection location is Hatton Heath Mill
    Platts Lane, Hatton Heath
    CH3 9AN
  5. This location is for Click and Collect ONLY. Unauthorised visitors are not permitted into the timberyard.

When will I receive my order?

We aim to deliver orders within five working days of them being placed. Deliveries are made on Wednesdays. You will be contacted to confirm a time slot. Someone must be present at the address to confirm receipt. If we attempt delivery and no one is available, your items will be returned. Please note you will then be charged for an additional delivery.

How much do you charge for delivery?

All our deliveries are charged at a fixed rate of £20 for delivery local to Chester (see homepage for list of postcode areas) and consigned within five working days. If you would like delivery further away we may be able to assist - please send an enquiry to us.

Do I have to be in to receive my order?

Yes, someone must be at your address to receive your and sign for your delivery. If the delivery driver arrives to deliver your order and there is nobody home they will safely return the items to the sawmill. We will then contact you to redeliver your products, you will be charged for an additional delivery.

Is there a minimum order value?

No. However we charge the same delivery fee regardless of how much you order.

Will you take my goods inside or onto my property?

Our delivery team will ensure that your goods are placed in a convenient location.

Will my order arrive in packaging?

We do not use packaging on any of our products to avoid the use of single-use plastics. Your order will be unloaded by hand and placed in a convenient place at your property. Where appropriate some products may be secured together or fixed to apallet.

My product doesn’t look like the image online, is it damaged?

The colour of timber can be slightly different depending on which tree has been sawn, this adds to their character and uniqueness. Our products are pressure treated to enhance their longevity, unless specified others. This process produces a slight colouration in the timbers. 


What payment methods do you accept?

All major debit and credit cards are accepted on our website.

Can I apply for a credit account?

Please call 01244 207370 or email to discuss.

Returns and refunds

My product is faulty, what do I do?

Please call our team on 01244 207370 or email so we can help to resolve your issue.

I have changed my mind, am I entitled to a refund?

If you are within 30 days of you receiving your orders and the product is unused and in the condition in which you received it you may be entitled to a refund. However, we do charge a fee to collect your order. (This does not affect your statutory rights)

Can I return my item myself?

No, we only offer a collection service.