FAQ

1. How do I use the shop?

Where customers wish to place an order via the online showroom, they simply select an item by ticking the ‘Add to Cart’ box.  From here the customer can continue browsing or go on to ‘Check Out’.

Once at the check out page the customer will be guided through the payment process, which has VISA, MasterCard and PayPal options.

When you click the ‘submit’ button, as soon as your order and payment is successfully received, the screen will change to a ‘Thank You’ page.

A confirmation email of your order will be emailed to the email address that you provided in the checkout process.

Within two working days you will receive a further email outlining the delivery process.

Should you want to contact us for any reason, please e-mail customer support at: contactus@celticforest.co.uk where a member of our team will be pleased to assist you.

2. Is shopping online with you safe?

When shopping online all transaction data is SSL (Secure Sockets Layer) encoded, the standard method adopted by internet users worldwide for safe payments and protection of customer data.

We also use Paypal payment facilities and these are proven to be very secure.

3. What payment options do you offer?

Visa, Mastercard or PayPal.

4. Are your prices subject to any additional taxes or duties?

Prices on the website include UK taxes and duties at time of purchase. Outside the UK and EU local tax and customs rules may apply.

5. Where do you deliver to?

We do deliver to mainland Wales and England. We currently do not deliver to some parts of Scotland, any of the Scottish isles, Northern Ireland, Channel Islands etc. However, if customers from these areas wish to purchase our products, they can do so if they arrange their own transportation with a logistic/courier company. They would need to contact us first prior to placing an order so we can discuss the arrangements.

6. What delivery options do you offer?

Deliveries for Celtic Forest are made using DHL for EU and the World and within the UK we use Royal Mail services for our gifts. For Celtic Forest indoor furniture, and coffee tables (and other home products) transportation is through Celtic Forests own delivery van service. Deliveries to locations outside the EU are facilitated using international airfreight and shipping service providers.

International customers (any country outside of the UK) are able to purchase from us, as long as they are happy to use their own logistics/courier for collection and delivery. Please make contact prior to placing an order to discuss, in more detail, and to talk about possible fumigation of the wood.

Customers must be aware that, when using their own logistics/courier partner, we will not be held responsible for loss or damage of the product during delivery.

We will confirm what day we will be delivering 1 week before delivery date but we won’t be able to confirm an exact time of delivery until the delivery day – our driver will call to confirm so customers must leave a contact number when ordering.

Also, the customer must make sure that we have proper access to their garden. As the furniture is so large and heavy that we will not be able to lift the product over fences etc. There are health and safety reasons to take into account.

The Celtic Forest vehicle can only carry a limited number of furniture’s due to weight and size restrictions. We have a two-person crew, who deliver your new furniture directly to the exact place you wish within your garden. Due to the cost for diesel and manpower we do need to charge a minimum amount to cover personal delivery overheads.

8. When will you dispatch my order?

We deliver customer orders roughly 3-4 weeks after purchase for furniture items made to order. This is because everything is hand made and there is a minimum lead-time on our side to get the product made.

9. How long will my order take to reach me?

Celtic Forest courier routings guarantee that orders will be delivered in the UK within seven working days of manufacture for furniture items. For customers in the EU and ROW (Rest of the World) our sales team will discuss delivery options with the customer to suit their timeline and budget preferences.

10. What should I do if there is a problem?

In the event of a problem or general query arising, customers are advised to contact Celtic Forest by email to: contactus@celticforest.co.uk.

Alternatively they may phone the order helpline number provided at the point of purchase whereupon a member of the Celtic Forest customer support team will be pleased to answer any questions.

11. I need to cancel my order, what should I do?

Because each order is individually hand crafted there is generally (depending on workload) a period of seven working days wherein an order may be cancelled or amended.  As per our terms and conditions customers cancelling their order prior to start of manufacture will receive a full refund.

12. I need to return an item, what should I do?

If you need to return an item simply contact our customer service helpline at: contactus@celticforest.co.uk (or by phone to the number given to you when you placed your order). Once a return request has been accepted an RMA (return merchandise authorization) number together with easy to follow instructions on how to return the goods will be emailed to you.

13. Do you offer any wood care advice?

Yes, our blog contains frequent tips about wood care and you can always ask a question direct to our experts by contacting: contactus@celticforest.co.uk.

We also offer our recommended organic wood care Oil (for Oak) and Stain (for Larch).

14. Does my outside wood furniture stain when I put hot drinks like coffee on the surface?

No you can let them get stained or marked by things like tea and coffee as they are meant to get wet and dirty as their natural home is outside. Marks will be washed away by the rain.

15. Is the furniture safe for children?

Yes we make sure all hard edges and rough surfaces have been sanded and oiled prior to delivery. So they are quite safe for children to enjoy.

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