Frequently asked questions
We’re here to help make your life easier, so we have provided some answers to any questions you may have.
Categories
Customer Service
How can I contact you?
| Both trade and home customers can contact us via the LeisureBench website in our ‘Help and Support’ section and using our online contact form. If a chat support assistant is available then you will see a chat icon on the website too, so you can chat to us in person, via our website chat. You can also ask a question about any of our indoor and outdoor furniture from the product page using the ‘Any Questions’ product enquiry form. Alternatively, you can email us at support@leisurebench.co.uk and of course, during office hours, you can call us on 01949 862920. |
What are your opening hours?
| LeisureBench Customer Care is usually open Monday to Friday, from 9am to 5pm. Unfortunately, we are closed for bank holidays and national holidays, and during the Christmas period between Christmas day and New Year’s Eve. However, if you email us at support@leisurebench.co.uk, someone may still be collecting and responding to emails through “out of office” times. If not, we will contact you as soon as our office re-opens again. |
Can I cancel or change an order?
Yes, you can. If you need to cancel or change your furniture order please contact our Customer Care team as soon as possible on 01949862920. If your furniture order has not yet been despatched, we will be more than happy to accommodate this providing your order has not yet been fulfilled. E.G. your furniture has not been assembled or painted and can be returned back into stock. If your furniture has been assembled or is out for delivery, then you will need to arrange a return of the item with our Customer Care team.
Can I amend my delivery date or address?
| If you need to amend the delivery date or address on your garden furniture order, please notify our Customer Care team as soon as possible. If your garden furniture has not yet been dispatched, we will be more than happy to implement these changes for you. If your furniture has already been dispatched however, we will not be able to amend the address and the courier will attempt delivery. The couriers we use are DX Freight, DX Express and MSD. If DX Freight or DX Express are handling your order then you will receive a text message from them the night before the delivery date with a two hour time slot for delivery. If MSD are handling your order they will be in contact with you on the number you supplied to confirm the details you have supplied and to book in a delivery. . Please note that changes to the delivery address may incur further charges. At this point if the delivery has failed or if you require any further assistance you can email us on support@leisurebench.co.uk |
Do you offer an assembly service?
| Yes, we do. At LeisureBench we can offer an assembly service to both home and commercial buyers for any of our indoor and outdoor furniture. However, this service will come at a charge from £10 + VAT per item and will need to be arranged with our Customer Care team by calling us on 01949 862920. Delivery costs are usually higher with assembled items due to the size and volume increase of the products. Should you have any further questions or concerns, please do not hesitate to contact us at support@leisurebench.co.uk. |
Do you send out samples?
| Unfortunately, we are unable to send out samples of our furniture. Both trade and home customers are more than welcome to order a single item from our wide selection of indoor and outdoor furniture and if you are not pleased you can send the item back for a refund minus the delivery costs. If you are happy with the furniture you can place an order and we will take off the delivery costs from your sample piece. |
I've seen a product I'd like but it's out of stock, what should I do?
| Unfortunately we are unable to take any orders on items that are out of stock on our website, however if you would like to contact us at support@leisurebench.co.uk we would be happy to place your order awaiting our delivery. Please note all delivery dates are estimates. |
Do you provide product advice?
| Yes. Our Customer Care team are here to help you in any way we can. Please email us at support@leisurebench.co.uk. If we are unable to answer your questions regarding our garden furniture immediately, we will find the answer to your question and get back to you, usually within an hour. Our friendly team is here to help and can offer advice about all our wide selection of indoor and outdoor furniture and what products would best suit your spaces and requirements. |
Do you offer engraving or plaques for your benches?
| We do! At LeisureBench, engraving and plaques for our hardwood and Teak benches. Character numbers will depend on the furniture and/or plaque that you choose. We request that you email us the exact wording that you require to support@leisurebench.co.uk and we will work with you to make sure your plaque or engraving fits perfectly. Please allow up to 10 working days for your plaque or engraving order to be processed. |
How do I know if my order has been placed?
| For both home and trade customers, once you have been through the checkout process on the LeisureBench website and confirmed your furniture order, an order acknowledgement screen will appear. The order acknowledgement screen includes an order reference number. We recommend that you print out this page so you can refer back to it. You will also receive a confirmation email to the email address provided whilst making your order. Should you have any further questions or concerns, please do not hesitate to contact us at support@leisurebench.co.uk. Thank you. |
I have not received any instructions with my order, what should I do?
| At LeisureBench, we strive to make sure all of your indoor and outdoor furniture is shipped with all the items required for construction. On the rare occasion your garden furniture does not include a set of instructions, please email our Customer Care team at support@leisurebench.co.uk with your order number or delivery post code and we’ll get some instructions sent straight out to you at no extra cost. |
I have not received any fixings for my order, what should I do?
| At LeisureBench, we strive to make sure all of your indoor and outdoor furniture is shipped with all the items required for construction. On the rare occasion your garden furniture does not include a set of fixings e.g. nuts and bolts please email our Customer Care team on support@leisurebench.co.uk with your order number or delivery postcode and we’ll get a fixing kit sent straight out to you at no extra cost. |
Do you have a shop?
| We do not have a LeisureBench shop, all of our products are available to view online at www.leisurebench.co.uk. For any bespoke enquiries, or if you have any further questions of concerns, please do not hesitate to contact us at support@leisurebench.co.uk or on 01949862920. Thank you |
Product Care
How should I clean my outdoor furniture?
| This would depend on the exact piece of furniture you have ordered but our general advice is to NOT use bleaches or chemical cleaning fluids of any sort as this may damage the wood finish or vanish/paint on any of our benches and tables. Simply wash your furniture down with a sponge and some soapy water to preserve the colour and finish. For larger outdoor furniture, a quick occasional wash down with the garden hose is often enough to keep your bench, picnic table or outdoor dining set clean. We do recommend you treat your hardwood furniture with a clear water based stain yearly to maintain it’s condition. If you would like any further advice please contact us at support@leisurebench.co.uk. |
Why is my bench green?
| At LeisureBench, some of our outdoor furniture is dip treated to prevent fungal attacks and rotting which may mean a light green tinge can be seen on your bench or picnic table. Over time the green tinge will disappear and you will be left with a natural coloured bench. Should you have any questions regarding the treatment on your bench, picnic table or any other piece of garden furniture, please email us at support@leisurebench.co.uk and our Customer Care team will be happy to advise further. |
How do I care for Grade A Teak?
At LeisureBench, our Grade A Teak garden furniture has a naturally high oil content so it doesn’t need to be treated. If left outside Teak wood will fade to a silvery grey colour. We recommend that you wash the product down with hot soapy water. Should you have any further questions or concerns, please do not hesitate to contact us at support@leisurebench.co.uk.
There is a crack/ split in my wood, what do I do?
| Timber is a natural product and will expand and contract with changing climatic conditions which may lead to slight cracking of your garden furniture. Splitting/Cracking is perfectly normal and does not affect the longevity or structural strength of your furniture. Colours and designs are subject to change and may vary due to the natural materials. If the furniture has arrived damaged, please take photo evidence where possible and email our Customer Care team at support@leisurebench.co.uk. |
Recycled plastic furniture
What are your guarantee terms?
| Our guarantee is for one year from date of purchase for all furniture, subject to T&C’s. Recycled plastic products have a 25 year structural guarantee, fixtures and fittings are not included. As soon as an issue is identified with your products, please contact our Customer Care team on support@leisurebench.co.uk who will be able to advise you further. For more information please refer to our terms and conditions on our website. |
Payment
Can I pay by BACS?
Yes, of course. The LeisureBench website allows payment through a few different options. Please add your chosen furniture to ‘My Basket’ and proceed to check out. Once you have completed steps 1, 2 and 3 please select the payment method ‘Pay by BACs’ at step 4. Once you have confirmed your order, an invoice containing our BACs details will be emailed directly to you from our Customer Care team.
When making payment, please reference your order number, this will look something like ‘LB-N2-123’.
Can I pay over the phone?
| Yes, of course. Once you have selected the furniture that you wish to purchase on the LeisureBench website, you can call our Customer Care team on 01949 862920 and make your purchase over the telephone. To make this process faster, please take note of your chosen furniture’s product code. This can be found on the LeisureBench website or in the brochure. This will help us locate which item you wish to purchase. Please note that we cannot accept payment by AMEX |
Can I pay by invoice?
| Yes, of course. Please telephone us on 01949 862920 or email us at support@leisurebench.co.uk advising us of what items you require complete with you shipping and billing address then we can provide you with a pro forma invoice. |
Can I pay by cheque?
| Yes, we can. We can accept cheques however it is not an option highlighted on our website. Should you wish to pay by cheque, please call out Customer Care team on 01949 862920 or email on support@leisurebench.co.uk and we can arrange this. When sending your cheque, please write your order number and delivery address on the back of the cheque and post to: LeisureBench Ltd, Old Wharf Road, Grantham, Lincolnshire NG31 7AA |
Can I pay by AMEX?
| Unfortunately, we are not able to accept payment via AMEX at this moment in time. However, you can contact our customer care team on 01949 862920 or email on support@leisurebench.co.uk and we can accept most other major credit/debit cards. We can also accept most other major credit/debit cards online as well. |
What should I do if my card is declined?
| Once you have attempted to make a payment on the LeisureBench website and it has come back as declined, you will need to contact the card provider to check why this may be, as we cannot see a reason for your card being declined. Should you wish, you can contact our Customer Care team on 01949 862 2920 to purchase your choice of indoor and outdoor furniture over the phone, however we will also not be able to see a reason why a card has been declined should this happen. You can alternatively email our team on support@leisurebench.co.uk with all the details of your order, we can then provide you with a proforma invoice to make a payment via bacs or over the telephone. |
Delivery
How much is delivery?
| To find out the delivery cost of your required furniture, add the items you wish to our basket and then view the basket. You will then have to input your delivery postcode and then you will see the delivery cost for the furniture in the breakdown of the total cost. There may be an extra charge for deliveries in restricted areas and outside Mainland UK. Please contact our customer car team on 01949 862920 or via email on support@leisurebench.co.uk if you have and enquiries. |
How will my order be delivered?
Your furniture will be delivered by the most suitable carrier for the product. For larger pieces of furniture and assembled furniture on pallets, we will use a pallet delivery courier. For smaller or flatpack furniture like chairs we would usually use DX Express or DX Freight. For the larger furniture items or assembled items not on pallets, we will use our own vans with our own warehouse operatives for delivery. If you have used our White Glove Service including Assembly, then these items will be delivered fully assembled. You can have your furniture delivered fully assembled even if you are not using our White Glove Service, just call our Customer Care team on 01949 862920 to get a quote. Should you have any further questions or concerns, please do not hesitate to contact us at support@leisurebench.co.uk.
When will my order be delivered?
| At LeisureBench, we usually dispatch all indoor and outdoor furniture the next day if the item is in stock via DX Freight or DX Express. Larger furniture orders are usually sent on a 48-hour pallet via MSD. For more specialised deliveries of large assembled furniture we will deliver ourselves and our Customer Care team will be in contact with you to book in a delivery date that is best for you. Should you wish to find out more about our assembly service, please contact the Customer Care team on support@leisurebench.co.uk. |
Can I specify a delivery date when ordering?
| Unfortunately specifying a delivery date is not an option on our website. If there is a preferred delivery date then please contact our customer care team on 01949 862920 or on support@leisurebench.co.uk and our team can look into this for you however there might be a slightly increased delivery cost depending on the size of the furniture and volume of the order. |
Can I amend my delivery date or address?
| If you need to amend the delivery date or address on your garden furniture order, please notify our Customer Care team as soon as possible. If your garden furniture has not yet been dispatched, we will be more than happy to implement these changes for you. If your furniture has already been dispatched however, we will not be able to amend the address and the courier will attempt delivery. The couriers we use are DX Freight, DX Express and MSD. If DX Freight or DX Express are handling your order then you will receive a text message from them the night before the delivery date with a two hour time slot for delivery. If MSD are handling your order they will be in contact with you on the number you supplied to confirm the details you have supplied and to book in a delivery. . Please note that changes to the delivery address may incur further charges. At this point if the delivery has failed or if you require any further assistance you can email us on support@leisurebench.co.uk |
What are your delivery and tracking terms?
| At LeisureBench, we know that the delivery of your garden furniture is the single most important part of a successful fulfilment. We have a standard delivery time of 3-5 days from dispatch however if you have any other delivery requirements then please contact our Customer Care team on 01949 862920. |
What happens if I won't be home for my delivery?
If you have requested white glove assembly then you will be contacted directly by our Customer Care team to arrange a suitable delivery date via our own vans, alternatively if you have a large or heavy order this will be a pallet delivery service therefore MSD will be in contact
I have missed my delivery, what happens now?
| Don’t worry, if a courier attempts to deliver your furniture when no one is home or in the office for trade customers, they’ll leave a card to let you know. If you have specified a designated safe place, they should leave your furniture where instructed. If, however, there isn’t a suitable safe place or neighbour your furniture can be left with, the courier should try to deliver again the following day. All of your choices will be listed on the card along with a contact telephone number. Should you have any further questions or concerns, please do not hesitate to contact us at support@leisurebench.co.uk. Thank you. |
Do you ship your products flat-packed?
| At LeisureBench, all of our indoor and outdoor furniture is shipped flat packed. They can be assembled for both home and commercial buyers for a service charge from £10 + VAT per item and this will need to be arranged with our Customer Care team. Delivery costs usually are higher with assembled items due to the size and volume increase of the products. This will also affect the delivery charge as assembled furniture are sent out on pallets. For further details please contact us at support@leisurebench.co.uk. |
Can you deliver on a Saturday?
| Unfortunately we are unable to offer weekend deliveries. We only deliver Monday to Friday. Should you have any further questions or concerns, please do not hesitate to contact us at support@leisurebench.co.uk. Thank you. |
Do you deliver to the Republic of Ireland?
| At LeisureBench, we are unable to deliver indoor or outdoor furniture outside of the UK at this moment in time and this includes the Republic of Ireland. This is something that may be subject to change in the future, however at this time is not available. |
Do you deliver to Northern Ireland?
| Yes, we do. This may affect delivery cost and lead time on your furniture depending on the order size, weight and destination. Please send an email to our Customer Care team at support@leisurebench.co.uk for a quote. |
Do you deliver to the Channel Islands?
| Yes, we do. This may affect delivery cost and lead time on your furniture depending on the order size, weight and destination (not all destinations are guaranteed). Please send an email to our Customer Care team at support@leisurebench.co.uk for a quote. |
Do you deliver to the Scottish Highlands?
| Yes, we do. This may affect delivery cost and lead time on your furniture depending on the order size, weight and destination. Please send an email to our Customer Care team at support@leisurebench.co.uk for a quote. |
Do you deliver outside of the UK?
| At LeisureBench, we are unable to deliver indoor or outdoor furniture outside of the UK at this moment in time. This is something that may be subject to change in the future, however at this time is not available. |
Can I collect my order?
| Yes, of course. Both trade and home buyers can request to collect any order of furniture made either over the phone or on the LeisureBench website. Please call our Customer Care team on 01949 862920 to arrange a suitable day and time and we will work with you to accommodate your request. |
Trade accounts
Do you offer credit terms?
| Yes, we do. At LeisureBench, we can offer credit terms to any trade customers that order any indoor and outdoor furniture with us frequently, subject to a credit check and possible further referencing. To apply for a credit account, in the first instance, please contact our Customer Care team at support@leisurebench.co.uk. |
Do you offer trade discount?
| Yes, we do. The LeisureBench website is a trade website as well, so all of our indoor and outdoor furniture’s listed prices have already been discounted. We can also offer a further volume related discount on large furniture orders and you can see this on each individual item. Should you wish to enquire further about a volume or trade discount, please contact our Customer Care team on support@leisurebench.co.uk. |
Guarantee
What are your guarantee terms?
| Yes, you can. If you need to cancel or change your furniture order please contact our Customer Care team as soon as possible on 01949862920. If your furniture order has not yet been despatched, we will be more than happy to accommodate this providing your order has not yet been fulfilled. E.G. your furniture has not been assembled or painted and can be returned back into stock. If your furniture has been assembled or is out for delivery, then you will need to arrange a return of the item with our Customer Care team. |
Can I cancel or change an order?
| Our guarantee is for one year from date of purchase for all furniture, subject to T&C’s. Recycled plastic products have a 25 year structural guarantee, fixtures and fittings are not included. As soon as an issue is identified with your products, please contact our Customer Care team on support@leisurebench.co.uk who will be able to advise you further. For more information please refer to our terms and conditions on our website. |
Returns
What are your guarantee terms?
| Our guarantee is for one year from date of purchase for all furniture, subject to T&C’s. Recycled plastic products have a 25 year structural guarantee, fixtures and fittings are not included. As soon as an issue is identified with your products, please contact our Customer Care team on support@leisurebench.co.uk who will be able to advise you further. For more information please refer to our terms and conditions on our website. |
Can I cancel or change an order?
| Yes, you can. If you need to cancel or change your furniture order please contact our Customer Care team as soon as possible on 01949862920. If your furniture order has not yet been despatched, we will be more than happy to accommodate this providing your order has not yet been fulfilled. E.G. your furniture has not been assembled or painted and can be returned back into stock. If your furniture has been assembled or is out for delivery, then you will need to arrange a return of the item with our Customer Care team. |
How do I return my item?
| Should you be unhappy with your furniture and wish to return the item to us, this could not be easier. Just let our Customer Care team know you want to return your furniture by email at support@leisurebench.co.uk and we will arrange collection. If your furniture has been delivered damaged or it looks like it has been mistreated by the courier, please sign for your delivery as damaged or unchecked. If possible, take some photos of the packaging and send them to us on the above email address and we will get a replacement piece of furniture sent out the same day where possible. |
How long will my refund take?
| Once the refund has been actioned with our office at support@leisurebench.co.uk your refund will be processed as soon as we receive your returned furniture into our warehouse. We will issue the refund back to you the same way in which you made the payment. The payment method and provider will determine how long your refund will take. Usually, a refund takes around 2 – 3 days however some banks may take up to 10 days to process the transaction. If we have processed your refund and it has not been returned to you yet, please contact the transaction provider. Please note that if the refund is due to a customer order error or if the item is not damaged or faulty then collection courier charges will be deducted from your refund. |
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