Shipping Policy

UK Delivery

We offer free UK mainland delivery on all orders unless otherwise stated. Products are supplied through our trusted manufacturing partners and dispatched from UK warehouses, delivered directly to your chosen address via specialist courier or pallet delivery, depending on item size.

• Pergolas are delivered flat-packed and require self-assembly unless otherwise agreed
• Please ensure suitable access is available for large deliveries
• Delivery dates are estimated and may occasionally vary due to courier schedules, adverse weather, or other circumstances outside our control

Custom Collection Orders

Our Custom Collection — pergolas and pods alike — 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
• Once production is complete, delivery takes a further 25–30 working days
• In total, please allow 15–20 working days for production, plus 25–30 working days for delivery, from CAD approval to arrival (longer if a custom colour finish is selected)
• 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 or Pod Collection page

Customer Support

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

Email: support@outdoorhavensliving.com

Phone: +44 7464 884112 (WhatsApp support)

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