Frequently Asked Questions

Here you will find the answers to our most frequently asked questions about our products, order process and delivery. Click on the links below to find the answer to your question. If you are still unable to find an answer to your question then please contact us on 0333 003 0517 and we will do all we can to help.


Ordering & Delivery

  • We aim to deliver your item on the day that you choose during checkout or as provided by the manufacturer. Please note: we cannot take responsibility for unforeseen circumstances on route.

  • We deliver to the majority of the UK. Enter your postcode into the postcode checker on the product page to confirm. We do not send items overseas. Please see our delivery page for more details.

  • For all products, other than fencing and decking orders under £100, delivery is free to most of the UK. There are certain postcode areas which will have a surcharge. Enter your postcode into the postcode checker during checkout to calculate any delivery costs and delivery date availability.

    Fencing and decking orders of £150 or above are also eligible for free delivery. There will be a small order charge of £24.99 for any fencing and decking orders under £150.

  • Once your order has been placed, you will receive a confirmation email detailing the order reference, items ordered, the delivery address and amount paid. If the product offered pick-a-day delivery, your product will be delivered on the day you selected; if it was not available, the delivery team will be in touch within the lead time indicated on the product page to inform you of a delivery date. 

  • You will be contacted within the lead time given on the product page. If you have not heard within this time, please contact our customer service team. Every manufacturer will advise the day they plan to deliver your product before trying to deliver.

  • If an item is out of stock, we will call you to advise you of this and inform you of when the item is expected to be back in stock. You can either wait for this item, change to an alternative product or choose to be refunded.

  • Please call our customer service team and we will be happy to help with any changes you require.

  • Each product description will indicate if fixings are supplied with the product. Our Add-ons tab will list other products you may want to consider, such as installation, bases and security. Details of tools required for assembly are advised within the installation guide.

  • Unfortunately, you cannot collect your order. We are not insured to have members of the public on site. All orders are delivery only.

  • If you will not be available on the date given for delivery, we are able to amend this to a later date if more suitable; alternatively, our drivers will be able to leave your purchase with a neighbour or in a safe place with your express permission in advance.

    Please contact us so that we can pass these special instructions onto our carrier. Failure to advise us will result in the product being returned to the carrier.

  • Our fencing panels will be delivered on a pallet and banded together for ease of distribution. All garden buildings will arrive flat packed.

  • Unfortunately, deliveries cannot be taken into your garden; we only offer kerbside deliveries.

  • Yes, you can have order delivered to an allotment if the allotment has a postcode. You will need to leave clear instructions for the driver as to where to leave the item if you are not there to take delivery.

  • This very rarely happens; however, if it does, please call our customer service team and we will arrange for these parts to be sent out to you as soon as possible.



  • We provide an installation service on selected products. Please see the Add-ons tab on the product page; installation will be an option where available.

  • Installation costs vary according to products. If installation is available on a product, this will be listed - along with the cost - in the Add-ons tab on the product page.

  • Due to the weight of the cabin being between a tonne and a tonne and a half, the cabin will need to be installed onto a level, solid surface. Acceptable surfaces include a 4 – 6 inch concrete base, a 6 x 2 pressure treated timber frame base and paving slabs.

    It is not possible to install a cabin directly onto earth, grass or gravel.

  • Installation will be carried out 3 – 5 working days after delivery is made.

  • A suitable base needs to be prepared. If the log cabin package is within 30 – 35m from the point at which construction will be made then the installers will move it for you on the day of installation, if it is further than this distance then it will need to be moved before this date.

  • The installation will take between 1 - 2 days depending on the size of the cabin.


Product Enquiries

  • Slow grown Nordic spruce timber is used in all of our log cabins from a sustainable source which is FSC certified.

  • The log cabins we offer include 28mm, 34mm, 44mm and 58mm thicknesses.

  • All log cabins are flat packed onto a pallet and will be crane offloaded. The vehicle will attempt to deliver as close to the required location as possible.

  • It is possible to deliver to a public highway/ footpath. However it is then the responsibility of the customer to move the building to the required location.

  • An estimated construction time is between 1 – 2 days for two people depending on the size of the cabin.


Planning Permission

  • You don't usually need planning permission for domestic outbuildings, as long as they are used for a domestic purpose related to your house. However, you may require planning permission if any of the following apply (the list is not exhaustive, so if in doubt please check with your local planning authority):

    – If you plan to erect the shed within 5 metres of any part of your house.

    – If the total area of the ground covered by any buildings or other structures in the garden area (excluding the original, main house) is greater than 50% of the total garden area.

    – If there is a condition in the original planning consent for your property which states that garden sheds/outhouses etc. cannot be erected with or without the consent of the local planning authority.

    – If your property is a listed building or within a conservation area or an area of outstanding natural beauty. If this is the case, you will need to contact your local planning authority as development will be restricted.

    – If you plan to run a business from the building, or use it to store goods in connection with a business.

    – In addition, no part of the garden building should be nearer to the public highway than the existing house, or any point 20 metres from that highway, whichever is nearer to the highway.

  • If your property is a listed building or in a conservation area, it is likely you will need the appropriate listed building/conservation area consent.

    In some cases, properties can be subject to "restrictive covenants", preventing building in your back garden. You should check whether there are any restrictions on the property register at HM Land Registry against this type of development. If you fall into this category, the consent of the person with the benefit of the restrictive covenant should be sought.

    The current planning permission at your property may contain a condition that negates permitted development rights. Such conditions sometimes apply en masse to the surrounding area. Check with your local planning authority.

    If you are not sure whether you can erect your garden building without planning permission, we suggest you err on the side of caution and call your local planning authority. In most cases you will be given an answer straightaway.

    We accept no liability for the accuracy of any information supplied in this customer notice and you are always advised to seek professional advice.


Payments & Returns

  • Yes, all of our prices are inclusive of VAT.

  • Payment is required in full at the time the order is placed.

  • Our website is designed for easy navigation and offers clear instructions for all our products on how to place an order online.

    However, if you prefer to place an order by phone, call our customer service team on 0333 003 0514, and we'll be happy to process your order. Please ensure that you have your debit/credit card details available so we can process your payment.

  • You can pay for your order by Visa, Visa Debit, Visa Electron, Mastercard, Mastercard Debit, Delta/Connect, Switch or Solo either online or over the phone. When you pay online at Buy Log Cabins Direct for your purchase, you can be sure that your payment details will be safe and secure. We use an established and trusted secure payment provider: Sage Pay.

    The moment you give us your card details, you will see a padlock at the bottom of your browser window which tells you that you have entered a secure area. Once you submit your details, they will be encrypted before they leave your computer and then remain encrypted until the reach our payment provider. They then pass the payment onto us.

  • If your order has not yet been delivered and you would like to cancel your order, contact our customer service team as soon as possible before the day of delivery. You should contact us by both telephone (in order to stop the delivery promptly) and in writing (email or post) to officially cancel.

    However, if your order includes personalised requirements, there is no right to cancel.

  • If you have received your item and wish to discuss a return, please call us as soon as possible. We will be able to discuss any issues and investigate any possible charges (see below). We would also require your request in writing by post or email ([email protected]).

  • In certain situations, a charge may be levied for the collection of goods you wish to return. Buy Log Cabins Direct neither initiates nor profits from any such charges and they are levied at the direct cost for the collection of the goods. If there is a charge for collection, we will notify you as soon as we know. Any charges are retained from the refund returned to customers.

    See our Terms and Conditions page for more detailed legal information regarding the returns and cancellation procedure.