Frequently Asked Questions
Customer FAQs
A comprehensive guide covering ordering, delivery, assembly, returns, warranty, timber care (including the Valley Oiled Range), cushions, safety, sustainability, and support.
1) Orders & Delivery
How long will delivery take?
Most in‑stock orders are dispatched within 7–10 working days. Lead times may extend during peak season or for larger structures. Tracking is sent after dispatch.
Can I select a delivery date or time window?
We’ll try to accommodate preferences where possible. Please add access notes and preferred dates at checkout. Final scheduling is managed by the carrier and exact time slots aren’t always available.
What does kerbside delivery mean?
Large or heavy items are delivered to the nearest safe access point (kerbside). Drivers may be unable to transport goods through homes, upstairs, or to rear gardens.
Part of my order arrived—where is the rest?
Multi‑parcel consignments can arrive on separate runs. Please allow 24–48 hours from the first delivery before raising a query.
Access is tight (narrow lane/steps). What should I do?
Tell us before dispatch. Provide measurements and photos if possible. If access prevents delivery, re‑delivery or return charges may apply.
Can I change my address after ordering?
If your order hasn’t left our depot, we can amend it. After dispatch, re‑routing depends on the carrier and may incur charges.
The driver attempted delivery but I wasn’t home—what now?
Carriers typically attempt redelivery or hold at depot. If the order returns to us after repeated attempts or refusal, return charges may apply.
2) Cancellations
Can I cancel my order?
Before dispatch: full refund. After dispatch: cancellation possible but return shipping will be deducted once goods are received back.
Why are there charges after dispatch?
Once shipped, third‑party carriers charge for transport both ways. Those unavoidable costs are deducted from change‑of‑mind cancellations.
3) Returns & Refunds
How do I return an unwanted item?
Returns must be authorised via your retailer and the product must be unused, in saleable condition, and securely repackaged. Once received and inspected, refunds are issued less return shipping where applicable.
My order arrived damaged—what should I do?
Report within 7 days of delivery with photos/videos and your order details. We’ll arrange parts, replacement, or collection depending on assessment.
When will I receive my refund?
Refunds are processed after goods are received back and inspected, typically within 7–14 working days. Timing may vary by payment method.
I don’t have a printer—can I still return?
Yes. Where supported, we can arrange label‑free collections with the carrier. Availability depends on your location.
4) Warranty & After‑Sales
What does the warranty cover?
A 12‑month manufacturer’s warranty against defects in materials or workmanship under normal domestic use.
What isn’t covered?
Natural weathering or colour change, typical timber knots/checks, accidental damage, misuse, modification, and incorrect assembly or installation on uneven bases.
How do I make a warranty claim?
Email proof of purchase, photos/videos, and a short description to customerservice@cvgf.co.uk. We’ll provide parts, repair, or replacement as appropriate.
Do you supply spare parts?
Yes. Send your order number, product name/code, and images of the required component(s) so we can identify and dispatch the correct parts.
5) Assembly & Instructions
My item didn’t include instructions—how do I get them?
Request a PDF via customerservice@cvgf.co.uk with your product name and order number; we can also post a replacement leaflet if required.
There are no pre‑drilled holes—should I drill them?
Certain components are intentionally supplied undrilled to avoid transit splits. Pre‑drill pilot holes to the sizes specified in the instructions before fixing.
What tools do I need?
Drill/driver with clutch, drill bits for pilots, spanner/socket set, rubber mallet, and spirit level. For anchoring: appropriate ground fixings (not always supplied).
How many people and how long?
Most assemblies require two people. Small items: 1–3 hours. Large structures (e.g., pergolas/gazebos): half‑day or longer depending on site conditions.
Can I install on uneven ground?
Prepare a level, stable base (pavers, concrete pads, or compacted sub‑base). Uneven foundations can cause misalignment and stress on fixings.
Should I anchor large structures?
Yes. Always anchor to a suitable base using appropriate fixings. Seek professional advice if unsure.
6) Timber, Characteristics & Care
Is the timber pressure treated?
Yes. We use pressure‑treated Scandinavian redwood to improve durability against rot and fungal decay.
Knots, checks, colour variations — is this normal?
Yes. Timber is a natural material. Grain variation, small surface checks (hairline cracks), and minor knots are normal and not considered faults.
Green/brown marks appeared after rain.
Minor tannin/resin bleed can occur and usually fades with weathering. Wipe with a damp cloth or use a mild wood cleaner (spot‑test first).
Do I need to treat standard (non‑oiled) timber?
Apply a breathable exterior wood oil/stain annually to reduce weathering and water ingress. Avoid non‑breathable coatings that can trap moisture.
7) The Valley Oiled Range
What is the Valley Oiled Range?
A premium collection finished with multiple coats of exterior oil for enhanced grain depth, richer colour, and improved surface water repellence and UV resistance.
How does it differ from standard pressure‑treated timber?
All timber is pressure‑treated. The Valley Oiled Range adds a hand‑applied oil finish that smooths the surface and deepens tone for a ready‑to‑enjoy appearance.
Does it still require maintenance?
Yes. Re‑oil every 12–18 months depending on exposure. High‑sun or coastal settings may need annual maintenance.
Which oil should I use?
Use a clear or lightly tinted exterior furniture oil. Avoid varnishes and non‑breathable sealants. Always test on a small area first.
How do I know when to re‑oil?
Sprinkle a few drops of water: if they bead, protection is intact; if they soak in or darken the wood immediately, it’s time to re‑oil.
Can I paint over oiled items?
Not recommended. Oil reduces paint adhesion. Painting would require stripping and degreasing; long‑term performance cannot be guaranteed.
8) Cushions & Fabrics
Are cushions waterproof?
Covers are shower‑resistant, not waterproof. Store indoors during prolonged rain or when not in use.
How do I clean the covers?
Spot clean with mild soap and water. Do not bleach. Allow to air‑dry completely before storage or use.
My cushion arrived with marks—what should I do?
Report within 7 days with photos and your order number so we can arrange a replacement cover or cushion.
9) Product Use & Safety
Weight limits and intended use
Products are designed for domestic seating and leisure use. Avoid standing or climbing on furniture. For commercial applications, contact us for suitability.
Children & pets
Supervise around moving parts (e.g., swings). Regularly check anchors and fixings. Keep soft furnishings away from open flames and heat sources.
Can I modify parts?
Unauthorised modifications may void warranty. If you need a bespoke configuration, please consult us before altering components.
10) Sustainability & Recycling
Is your timber responsibly sourced?
We work with responsible sawmills and aim to source from managed forests under UK/EU standards. Certification details available on request.
How do I recycle packaging?
Cardboard is widely recyclable. Pallets/bearers can be reused or taken to local centres. Dispose of strapping and film responsibly.
Contact
Email: customerservice@cvgf.co.uk
Hours: Monday–Friday, 9:00–17:00 (UK). Please include your order number, product name, and clear photos/videos for the fastest assistance.
