FAQ

Highty is a brand of Outwoodcare Limited. When you buy from Highty, your contract is with Outwoodcare Limited (trading as Highty).

ORDERS & MADE-TO-ORDER

Are your products made to order?
Yes. Every piece is made to order. We build your furniture after you place your order, then dispatch it once it’s ready.

When is my order “accepted”?
Because everything is made to order, we accept your order when we email to confirm it has been accepted for production. An automated “order received” email is an acknowledgement that we’ve received your order and payment.

Can I cancel or change my order?
If you contact us quickly, we may be able to make changes or cancel before production begins. Once manufacturing has started or materials have been ordered/cut, changes or cancellation may not be possible (or may involve a deduction to cover reasonable costs already incurred).

Do you accept returns if I change my mind?
Most Highty items are made to order, so returns for change-of-mind usually don’t apply. This doesn’t affect your legal rights if an item is faulty or not as described.

PAYMENT & PRICING

Do I pay in full at checkout?
Yes. Payment is taken immediately at checkout.

What happens if there’s a pricing mistake on the website?
If there is a genuine pricing error and we spot it before your order is accepted for production, we will contact you and you can choose to:proceed at the correct price; or cancel for a full refund. If a pricing error is discovered after acceptance, we’ll handle it fairly and in line with consumer law (for example, if the price is obviously incorrect we may need to cancel and refund, or ask if you wish to proceed at the correct price).

DELIVERY & PLACEMENT

Do you deliver fully assembled?
Yes, where possible. We normally deliver and place the furniture in your garden fully assembled.

Do you “install” it?
There’s no technical installation required for most pieces — we place it where you’d like it, check it’s stable and show you how to get the best comfort and support.

Can you place it in a specific spot in the garden?
Yes, as long as it’s safe and reasonably accessible. If access is tight, send photos and we’ll advise.

What if access is difficult (steps, narrow gates, gravel, long carry)?
Let us know in advance. We can usually plan around it, but we may need to agree a safe approach before delivery.

What if I’m not in when you deliver?
A failed delivery may result in re-delivery charges. We’ll always try to arrange a date/time window in advance to avoid this.

PRODUCT COMFORT & CHOOSING THE RIGHT FIT

How do I choose the right seat height?
We recommend measuring from the floor to the back of the knee (with shoes on), then using our seat-height guidance. If you’re unsure, contact us — we’ll help you choose confidently.

What if the seat height I choose doesn’t feel right?
Because items are made to order, it’s best to confirm measurements before we start production. If you’re worried, call us before we accept your order for production.

Can you make bespoke sizes or adjustments?
Yes. If you need something specific, contact us with a few details and we’ll advise what’s possible.

CARE & MAINTENANCE

How do I look after my furniture outdoors?
We’ll provide care guidance for your finish/material. As a general rule: gentle cleaning, avoid harsh chemicals, and use a breathable cover in winter where appropriate.

Can it stay outside all year?
Designed for outdoor life, but like all quality outdoor furniture, a little seasonal care helps keep it looking its best.

WARRANTY & ISSUES

What if something arrives damaged?
Contact us as soon as possible with photos and your order number. We’ll sort it quickly and fairly.

How do I contact you?

Phone: 01625 837337
Email: customerservice@outwoodcare.co.uk