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, 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 offer a full delivery service to most of the United Kingdom, including the Scottish Highlands and Islands, Isle of Man, The Channel Islands and Northern Ireland. Anywhere outside of the UK is possible, but will be quoted on an individual basis.

6. What delivery options do you offer?

All of our furniture is either delivered by our own 2 man delivery team or, a selected and trusted delivery partner. Deliveries made on our behalf by third party delivery companies are to “Kerbside” only. You will be responsible for placing the furniture in your desired location, and it is recommended that there are two able bodied persons to take receipt of the furniture, due to the weight and size of our products.

Deliveries made by our own 2 man delivery team are not guaranteed, and on some occasions, we are able to place the furniture in your desired location.
Customers are also able to pay to “upgrade” their delivery, to have “delivered to place of interest”. This will guarantee that we place the furniture in your desired location upon delivery.
If you have any queries about the delivery process, please do not hesitate to contact us first.
International customers (any country outside of the UK) will be given a delivery price on a quote by quote basis. International customers are also welcome to use their own courier / haulage company to collect their goods on their behalf. This also applies to customer based in the UK.

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 try to confirm what day we will be delivering 1 week before delivery date (this is not always possible) but we won’t be able to confirm an exact time of delivery until the delivery day – our driver will try to call to confirm, so customers must leave a contact number when ordering.

Also, the customer must make sure that there is proper access to their garden or delivery point if we are making the delivery. 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 do have a two-person crew, who can deliver your new furniture directly to the exact place you wish within your garden if this option has been confirmed. Due to the cost for diesel and manpower we do need to charge a minimum amount to cover personal delivery overheads.

7. When will you dispatch my order?

We try to deliver customer orders roughly 3-4 weeks after purchase for our furniture items. This is because everything is hand made and there is a minimum lead-time on our side to get the product made. However, during peak times this lead time is not guaranteed and can take up to 12 weeks or longer.

We will do our very best to keep you updated.

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

Once a selected delivery date is decided, your purchase will be delivered on that day between 9am and 5pm. If we are delivering the items on our own vehicle, we will try to update you closer to the delivery date or on the delivery date, with a rough morning or afternoon time slot. International order will take longer and are dependant on the method of transport used.

9. 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.

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 (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 us.

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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