Customer Service
We know choosing the right log cabin can be tough, and the process often takes a few weeks. So, feel free to contact us for a chat anytime about whatever you would like to know, whether that is cabins, financing, lead times or even what the actual delivery will look like when it arrives. We work Monday to Friday 9am to 5pm.
- Call us on 01508 558 308. 9-5 Monday to Friday.
- Email us at info@tuin.co.uk or use the “contact us” form.
- Live chat with us (not a bot). 9-5 Monday to Friday.
- WhatsApp Tuin on 07746 095 807. 9-5 Monday to Friday.
- Visit our showroom & offices at Brooke in Norfolk. 9:30–4:30 Monday to Friday.
5 reasons to buy from Tuin
- You will only be recommended the product that is right for your budget, because no one at Tuin earns a commission from the purchase you make.
- You are safe in our hands because we have a customer care team, not a sales team. So, you’ll get the very best advice we can give, when you call for a chat.
- Our log cabins are made from slow grown spruce. This means the trees have experienced very cold winters, creating a stronger, higher quality wood cabin.
- We have a 10 year guarantee on all our log cabins. There are some terms and conditions attached but we are open and honest about those.
- All our wood is responsibly sourced and we follow British & European guidelines on forestry standards.
Office working hours
- General enquiries: Monday to Friday 9am - 5pm
- Customer service: Monday to Friday 9am - 5pm
- The showroom: Monday to Friday 9.30am - 4.30pm
- Saturday and Sunday: Closed
Email: info@tuin.co.uk
Address: Brooke Industrial Park, Norwich Rd, Brooke, Norfolk, NR15 1HJ
Self-service
More information
Frequently asked questions at Tuin
The majority of the products offered for sale are flat-packed for ease of handling and delivery and consideration should be given to the size and weight of products prior to ordering. Your item will be delivered via an articulated lorry and place kerb-side on your property only.
We try our best to ensure Free Delivery to most areas of mainland UK. Our reach is separated in several different Delivery Zones. Most of mainland UK fall under Zone 1 (free delivery) and subsequent Delivery Zones will cost a flat rate of £60.00 - £250.00 to cover fuel usage (or conjestion charges for London Zone).
Delivery are made weekdays and typically during the hours of 7.00am to 10.00pm. The Company is not able to offer timed deliveries.
There are two main ways of paying, either by Debit/Credit Card or via Payment Invoice. For both methods, we request payment to be made in full, payment cannot be deferred.
You can get a quick quote for a log cabin, gazebo, decking and more on our website. Fill in the form and we will get back to you either via email or call with your quote.
We offer a bespoke service for several items, including our Log Cabins and custom verandas. Further details can be found on their respected bespoke pages, including how to request a bespoke quote.
If the product is damaged or broken on arrival you can return the goods for the supply of a merchantable replacement, or a full refund if appropriate. It is imperative that if any part of your order is damaged then a photo should be taken of the product in situ of packaging e.g. for log cabins the damaged part must remain on the pallet.
In the event of any complaint or grievance, 'The Customer' is to in the first instance make contact via email or letter stating their order reference and the nature of their complaint. Complaints and Grievances are always best managed by either email or post. Any phone conversation relating to a complaint should be followed up in writing.