FAQs

As soon as we receive your order we'll send out confirmation to your email address. This just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.

If you placed your order and didn't immediately receive a confirmation email from us, that might be because:

• Our emails might be going to your junk or spam folder. Check those first, and if you find the email there be sure to mark it as not junk / spam and add us to your safe sender list.
• You might have made a typo when you entered your email address during checkout.
• Your email server might have very strong spam filters and is identifying our emails as spam so that our emails aren't going through to you.

If the above doesn’t help you resolve this, please contact us directly providing an email address and contact phone number. Our contact details are set out on our Contact Us page. We’re here to help - always.

When we receive your order we provide you with order confirmation by email. In addition, when you receive your order confirmation we have pre-authorised your payment method. We check our stocks to make sure that your desired items are available and can be despatched. In the event that your items are unavailable for immediate despatch, we remove the pre-authorisation from your credit card and send you an email informing you of our actions. When items are available to be despatched, we then process the charges and prepare to despatch your order.

For some of our deliveries our transport providers require a contact number to ensure the smooth delivery of your order - please be assured we won't give it to anyone else. Plus, if there are any issues with your order, we can contact you quickly and easily.

Absolutely. Aspen & Birch strives to provide our customers with a safe and smooth customer experience. This site uses SSL encryption technology so that you never have to worry about credit card safety.

We deliver to the United Kingdom, although we regret we cannot offer delivery to the Channel Islands, the Isles of Scilly, the Isle of Man or Northern Ireland.

Sorry, no - currently we only deliver within the United Kingdom.

We offer the following for delivery to the UK mainland:
- For orders of £250 and above - free delivery, with one exception: a charge of £45 will apply for delivery to the Scottish Highlands (postcode areas IV & KW).
- For orders below £250 - a £25 delivery charge will apply, with one exception: a charge of £65 will apply for delivery to the Scottish Highlands (postcode areas IV & KW).

Further information is provided on our Delivery Information page.

For deliveries to the islands, please contact us to discuss delivery before Checkout - our contact details are set out on our Contact Us page.

It can vary across different product ranges, so we state the lead time for delivery on each product page.

Unfortunately not - because of the nature of our products we cannot deliver to PO boxes.

Of course! PayPal provide full information on Pay in 3 - just follow this link: PayPal Pay in 3 FAQs

Yes, we offer 14 days no quibble returns. If you’re not entirely satisfied with your purchase you can return goods within 14 days of delivery for a full refund or exchange.

We ask that goods are returned in their original packaging, have not been assembled and have no sign of use, wear and tear, damage and are packaged with all fittings, assembly instructions, etc.

Please note that you are responsible for organising the return and bearing the direct cost of returning goods to us.

Please refer to our Returns & Refunds page for details.

Sorry, no - you are responsible for organising the return of cancelled, non-damaged or non-defective goods and bearing the direct cost of returning goods to us.

Please refer to our Returns & Refunds page for details.

We know how frustrating damaged or defective goods can be, especially when you’ve been looking forward to getting them, so we’ll do everything we can to make things right.

The process for dealing with this is set out at 6.1 on the Returns & Refunds page by delivery type.

We know how frustrating faulty or defective goods can be too, so we’ll do everything we can to make things right.

If a fault or defect occurs after delivery, please report any issues to us within 30 days of the delivery date. To ensure we make things right, we may require a photo/s of the fault or defect and/or for the original item to be returned (we’d arrange that at our cost).

If it has been more than 30 days since the date of delivery but the item has an eligible warranty, please contact us in the first instance for a resolution.

Further information is provided at 6.2 on our Returns & Refunds page.

Whether you need more information on a product, help to place your order or help with your existing order, we're here to help - always.

You can contact us by email to help@aspenandbirch.co.uk, by phone on 0330 133 2484 or by sending us a message using the form below.

Our full contact details are set out on our Contact Us page too.