How do I Claim Missing or Damaged Parts

We try our best to supply all of our products in pristine condition, but unfortunately due to the number of parts, size and weight of the products, on some occasions, damage may occur during shipping or transportation. If this has happened to you then may we pass on our sincere apologies and assure you that we do understand your frustrations, and will do our best to rectify the situation as soon as possible.

We use double layer corrugated card boxes to protect the lumber, accessories and hardware. Our products are large and heavy, so box may become damaged when being manually moved about within lorries and during the loading or unloading delivery process. Even though the box may show signs of damage, the product inside is normally totally fine, so please ensure you open the box to check the parts before you contact us.

Please check all boxes and all parts before requesting replacements from us. We appreciate you want to get on with your assembly, but checking everything first will ensure there are no other issues and enable you to complete your assembly as soon as possible.

To request a replacement for a damaged part please contact us via LiveChat or email Please include images of any damages so we can quickly verify the claim, and send the replacements to you as quickly as possible.

Once approved, parts are normally picked and dispatched within 2-3 days.

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