Delivery & Returns

Delivery Information

We work with trusted UK suppliers and couriers to ensure your outdoor structure arrives safely and efficiently.

UK Delivery

  • Free UK mainland delivery on all orders
  • Orders are dispatched from UK warehouses
  • Delivered via specialist courier or pallet delivery, depending on item size

Delivery times & details

  • Estimated delivery: 2–5 working days
  • You'll receive tracking details once your order has been dispatched
  • Couriers may contact you directly to arrange a convenient delivery date

Please note: delivery timeframes are estimates and may vary slightly during peak periods or due to weather conditions.

Due to the size and weight of some orders:

  • Deliveries are made kerbside to the nearest accessible point
  • Some couriers are unable to carry items through properties or into gardens
  • We recommend having two people available to receive larger items

Full delivery details will be provided before dispatch.

Installation

  • All orders supplied with clear assembly instructions
  • Designed for straightforward self-assembly
  • No specialist tools are required unless stated otherwise

An installation guide will be provided upon delivery and digitally via email upon purchase.

Custom Collection Orders

Our Custom Collection is made to order and follows a different delivery timeline to our standard range.

  • Once your build spec is confirmed and your CAD drawing approved, production takes 15–20 working days, with an additional 5–7 working days for custom colour finishes
  • Custom Collection orders are manufactured to your specification and shipped internationally, so delivery timeframes differ from our standard UK-stocked products
  • All shipments are fully insured for the duration of transit
  • Free UK mainland delivery applies to Custom Collection orders in the same way as the rest of our range
  • Full installation guidance is provided with your order
  • For full details on how a Custom Collection order is built and confirmed prior to production, see our Custom Collection page

Cancellation and deposit terms for Custom Collection orders differ from our standard range — please see our Refund Policy for full details.

Returns & Peace of Mind

We want you to shop with confidence.

Items may be returned within 30 days of delivery, provided they are in their original packaging and in resaleable condition.

For full details on returns, refunds, and exclusions, please refer to our Refund Policy.

Damaged or Faulty Items

In the unlikely event that your item arrives damaged or with a fault, please contact us as soon as possible so we can resolve the issue promptly.

  • Please notify us within 48 hours of delivery
  • Provide clear photographs of:
    • The damage or fault
    • The outer packaging

Once reviewed, our team will assess the issue and arrange an appropriate resolution, which may include replacement parts or a replacement unit where necessary.

We work closely with our suppliers to resolve issues quickly and fairly

Cancellations

  • Orders can be cancelled before dispatch at no cost
  • Once dispatched, cancellations are treated as a return

Please contact our support team as soon as possible if you need to cancel an order.

Customer Support

If you have any questions about delivery, installation, or returns, our team is here to help.

Email: support@outdoorhavens.co.uk
Phone: +44 7464 884112 (WhatsApp support)

All support is available within business hours being Monday-Friday 9am to 5pm, we aim to respond to queries within 24 hours.