Frequently Asked Questions
Q: You do such a large range, how do I know what I want?
A: This is a common question. Not all people are experts in wooden playsets, and most only realise the range of sizes and prices when they start looking for their children. Our frames are designed and manufactured with home build in mind, with a complete set including all wood and hardware. Our customer services team are able to help and advise should you become stuck.
Q: What kind of wood do you use?
A: Our home build play sets are made from Cedar. These is a strong wood that is resistant to decay and rot. Our wood is pre-treated with a water-based stain that is both environmentally safe and child-friendly. Our swing sets are constructed from Pine, this wood is pressure treated to ensure it is protected from the elements and long lasting. For full information on the construction of each set please refer to our product pages.
Q: Do your sets include wood?
A: Yes. All climbing frames and playhouses come with all the wood and hardware you need to build the product. All you need is the tools and a little bit of time. Our swingset kits don't include the wood, but it states clearly on the product image and description that wood is not included with these items.
Q: For what age range are your play sets made?
A: The ages range from 3-10 years old.
Q: Do you have a catalogue you can send me?
A: Our playsets are all shown on our website including a product description, specification, dimensions and a selection of pictures. We have also included customer reviews and feedback, and a range of available accessories for each featured set. We do not publish a catalogue at this time for the range of home-build sets.
Q: Where are you based?
A: We are based in the UK, although our company trades worldwide, from the UK, through Europe to Australia.
Q: Your products are made from wood. Do you protect the environment?
A: Yes. Environmental preservation is very important to us. First, we ensure all our manufacturers participate in Sustainable Forest programs (FSC or SFI) which mean that several saplings are planted for each single tree removed to make our sets. Also, we use a water-based treatment on our wood as we prepare it for boxing. The treatment looks great, it is environment-friendly, and is non-toxic.
Q: Why are you in the climbing frames business?
A: Climbing Frames UK was formed shortly after the millennium through the personal pursuit for a good quality, good value play system. Although the UK market was full of products, they were by and large made from poor materials and were too expensive. The ongoing mission of the company is to provide other parents with the ability to purchase the best quality playsets at the lowest prices. For more information About Us please click here.
Q. How does your pre-order scheme work?
A. We will occasionally run pre-order special offers on selected products for a short period of time. These offers provide huge savings over normal retail prices but are strictly for a limited number of items. We take a 10% non-refundable deposit on order and 90% settlement prior to booking and dispatching the item for delivery.
Returns and Refunds
Q: What if I want to return my purchase?
A: We allow you to return your purchase within 30 days of receipt as long as you follow the instructions and agree to the Terms and Conditions document.
Q: Do you charge a re-stocking fee?
A: Yes. We charge a restocking fee. This is because playsets are heavy, large, and cost a lot to ship back and forth. We want you to be satisfied, but we do not want you to purchase without being absolutely sure this is what you want. For full details of our returns charges please see our terms and conditions.
Q: What is your returns policy?
A: Please read our returns policy contained within our terms and conditions for full information. It explains very important purchasing, shipping, and return policy information to which you must agree before we can ship your playset.
Q: What if I have thrown away the original packaging?
A: We will not accept returns without the original packaging. All returned products must be disassembled and packed as new, a condition fit for re-sale. If this is not the case then the returned item will be refused or you will be charged in line with our terms and conditions.
Q: How do I return something?
A: Call our Customer Service number and ask for an RMA number. We will not accept any returns without a RMA number.