Garden Buildings Direct

Garden Buildings Direct > Customer Services > Frequently Asked Questions

Freqiently Asked Questions

Before contacting a member of our customers services team please browse our frequently asked questions section to see if you can find the answer to your question. If you still cant find the answer to your question please contact our Sales Team.

Placing an order

  1. How do I place my order?
  2. Can i place my order by telephone?
  3. Do you have a show room?
  4. Do I need an account to place an order?

Payment

  1. How can I Pay?
  2. Can I pay for the order upon delivery?

Order processing & Delivery

  1. What happens once my order has been placed?
  2. Where do you deliver to?
  3. How and when will my items be delivered?
  4. What time will the delivery arrive?
  5. What happens if the items are out of stock?
  6. Do you assemble the products?
  7. Can I track my order?
  8. Can I collect the items?
  9. What if I am not in when delivery takes place?
  10. I’ve still not received my items – what do I do?
  11. My items arrived with parts missing or damaged – What do I do?
  12. How do I change my order to a different item?

Contacting Us

  1. What are the opening hours?
  2. How do I contact you?

Cancellations & returns

  1. How do I cancel my order?
  2. How do I return items?
  3. I’ve cancelled my order but not received a refund
  4. Can I return items I have assembled?

Security

  1. Is it safe to shop online with you?
  2. Are my personal details given to third parties / promotions?
  3. I can’t remember my password
  4. How do I unsubscribe to a newsletter?

Placing an order

How do I place my order?
Via the website: Simply add the required items to your basket and once all items are added choose to checkout using one of our three Checkout / Payment methods (PayPal, Google or our own secure checkout).
Via the telephone: Simply call 0800 1696016 and our friendly Sales advisors will enter your order on to our system for you and also answer any questions you may have regarding your items.
Can I place my order via the telephone?
Yes - Simply call 0800 1696016 and our friendly Sales advisors will enter your order on to our system for you and also answer any questions you may have regarding your items.
Do you have a show room?
Unfortunately we do not currently have a show room for you to visit but our product pages have a combination of images, videos, product tours, technical specifications and much more.
Do I need an account to place an order?
If choosing to place your order via our own secure checkout process you will be asked to create an account with us – However if you choose to pay via Paypal or Google Checkout this is not necessary.

Payment

How can I Pay?
You can pay for your order using our own secure checkout service or we also offer Google checkout and PayPal as alternative payment methods. We accept Mastercard, Visa, Switch, Solo, Delta or Maestro via all methods.
Can I pay for the order upon delivery?
Unfortunately payment is taken at point of order so it is not possible to pay upon delivery.
When will the payment be taken out of my account?
Funds are debited from your account at the point of order.

Order processing & Delivery

What happens once my order has been placed?
Once your order has been placed, you will receive a confirmation email detailing the order reference, items ordered, the delivery address and amount paid. Once stock is allocated to your order, our delivery scheduling team will arrange delivery of your item and be in contact with you once a delivery date has been arranged.
Where do you deliver to?
We offer free delivery to most postcodes within the UK Mainland. Unfortunately we are unable to offer delivery to Northern Ireland, Ireland and some isles of Scotland. Please refer to our Delivery pagefor further details.
How and when will my items be delivered?
All wooden buildings are delivered via our own delivery vehicles but boxed items may be delivered via our own vehicles or a national courier. Delivery normally takes between 2 to 5 working days after stock allocation – please see individual product pages for delivery information. You will receive an email detailing the day of delivery.
What time will the delivery arrive?
The delivery can take place between the hours of 7am and 7pm on the designated day. Unfortunatley we are unable to be more specific.
What happens if the items are out of stock?
If items are out of stock after placing the order you will be contacted informing you when the item will be back in stock, you will have the option to wait for the items to come into stock, change to alternative item or cancel the order.
Do you assemble the products?
We do offer assembly on selected items to certain postcode areas – please view our assembly page and product pages for availability.
Can I track my order?
Yes – Simply log into your account online or call our customer services team on 0871 230 0380 who will be happy to provide a status on your order.
Can I collect the items?
Unfortunately due to health and safety reasons we are unable to allow customers to collect items from our factory / warehouse.
What if I am not in when delivery takes place?
If you know you are not available when delivery is planned and there is a safe place to leave the items please leave a note for the delivery driver detailing where to leave the items. However it is at the drivers discretion as to whether they leave the items or not, if they feel it is not safe they will leave a note saying that delivery was attempted and you will be able to rearrange delivery for a different day. You can also contact our customer services team prior to delivery and they can arrange delivery to take place on different day.
I’ve still not received my items – What do I do?
If you have not received the items on the date advised please contact our customer services department on 0871 230 0380.
My items arrived with parts missing or damaged – What do I do?
Please make sure any shortages / damages are marked on the delivery note prior to signing for the items and contact our customer services team on 0871 230 0380 as soon as possible so that replacements, spares and or collections can be arranged. Please Note: Photo’s may be requested of damages to aid in the advice on how to best rectify matters.
How do I change my order to a different item?
Please contact our sales team on 0800 169 6016 to change any order details

Contacting Us

What are the opening hours?
Please see our opening hours
How do I contact you?
Please see our Contact us Page page for details for the relevant department

Cancellations & returns

How do I cancel my order?
We need either an email to Cancellations@kybotech.co.uk or a letter to confirm the cancellation. Our cancellation team will make necessary arrangements to action this for you. Please refer to our Terms & Conditions for our Cancellations and Returns Policy
How do I return items?
If you wish to return your items please contact our customer services team on 0871 230 0380 who will make the necessary arrangements to collect your items. Please refer to our Terms & Conditions for our cancellations and Returns Policy.
I’ve cancelled my order but not received a refund
Once we have processed your refund you will receive an email informing you that it has been processed. It may take up to 5 working days for a refund to be credited back into your account. If you have not received an email to inform you of a refund please contact the cancellations team by either email Cancellations@kybotech.co.uk or via telephone 0871 230 0380
Can I return items I have assembled?
We are not able to collect items that are assembled so we ask that the items are disassembled and placed in the original packaging. We may refuse collection of items that are not packaged securely. Please see our Terms & Conditions for further details.

Security

Is it safe to shop online with you?
Yes – when you enter the secure checkout you will see a padlock in the bottom of your browser – clicking on this padlock will give you information about the secure area – this certificate can only be signed by trusted organisations and guarantees a high level of security. Please see our Security Policy for further details.
Are my personal details given to third parties / promotions?
We are committed to keeping our customers details secure so therefore we do not pass any information on to third party suppliers. Please see our Privacy policyfor more information
I can’t remember my password
To receive a password reminder you can click here
How do I unsubscribe to a newsletter?
To unsubscribe from our newsletters you can either log in to your account and change your personal settings to no longer receive the newsletters or alternatively click the unsubscribe link from one of our newsletters.
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