Parts & Aftersales Service
We try our best to supply all of our products in pristine condition. Unfortunately due to the number of parts, and size/weight of our products, on rare occasions damage may occur during shipping or transportation. If this has happened to you then may we pass on our sincere apologies and assure you that we do understand your frustrations, and will do our best to rectify the situation as soon as possible.
If you have a question regarding assembly or the boxes you have been delivered then we suggest you contact us using the chat button below. If you believe you have damaged or missing parts please review the information included below to ensure that we can help you as quickly and efficiently as possible.
Firstly, we request that you check ALL parts in your set and, if necessary, make a note on your manual, or a list of any damaged or missing items. It Is essential to inform us of the part numbers of the pieces you need.
Secondly, If you could please use the below link to complete your request and enable us to get the replacement parts to you as soon as possible. Completing this form is the most efficient method of claiming your parts because the list and all necessary information is sent directly to the relevant people and will be processed as a priority.
Parts FAQ
Read our FAQ’s to learn more about our parts and after-sales service.
You can use the links on this page to process a parts claim. Simply fill in your name and contact details, then use your manual to identify the part numbers. Once the form is submitted it’ll go through to our warehouse team who will process our parts claim. They will contact you directly if they have any questions or need additional information about your parts claim.
Our wooden parts are labelled. There’s a black stamp on the end of the wood with 4 numbers. These numbers correlate with the instruction manual. This makes all parts easy to identify.
Sometimes wood will get minor scuffs and chips in transport. This is no problem at all, and will not be noticed when the playset is assembled. If in doubt please send us an image via chat and we’ll be happy to check any parts you’re not sure about.
Part requests are normally processed (picked/packed) within 3-5 working days. Delivery times will vary depending on the size and quantity of parts requested, and your postal location. We always aim to supply replacements as quickly as possible.
Not normally. We try to accept images of damages and will provide our feedback directly. We do this to save you time and inconvenience. On rare occasions we may request parts are sent back to us so they can be inspected or sent to the manufacturer for inspection.
In many instances parts will be perfectly fine to use in assembly as their structural integrity will not be compromised. However, if in doubt please contact us to check. If the part has lost some or all of it’s structural strength then we would replace it, and suggest you to not use it in assembly because you families safety is of paramount importance.