FAQ

I. Questions about the company: its location, working hours, and the display of goods.

We only sell online and currently haven’t any physical shops. We strive to display our products as accurately as possible on our website. If you have any specific questions, please contact us.
Goods cannot be viewed or purchased at our office in Bristol, because it’s only a sales office.
Our online shop is open 24hrs / 7 days. You can place an order at any time of the day or night. However, if you have any questions, you can leave us a message. We prefer e-mail contact contact@liveoutside.co.uk enabling precise transmission of information. It is also possible to contact us by phone 9:00-17:00 Mon-Fri on 03303502290. Nevertheless, please keep in mind that our personnel capabilities are limited and we will not always be able to answer your call immediately.
There is no possibility of personally picking up goods in Bristol, as that is only a sales and accounting office.

II. Placing an order, delivery and personal collection

You can check the delivery cost by adding selected products to your shopping cart in the quantities required and then going to the checkout to obtain information about the actual cost of transport. In the order summary, this amount is shown under "SHIPPING (DELIVERY COST - TABLE RATE)". Please NOTE that all orders above £200 qualify for FREE DELIVERY.
This means that you probably have AdBlocker enabled or your browser doesn’t allow our online shop’s browser to operate correctly. In such a situation, please disable the AdBlock software or use the default Internet Explorer browser provided as standard in every computer installed with Windows. If you still can’t approve the shopping cart, please contact us by phone on 03303502290 or e-mail us at contact@liveoutside.co.uk
Orders are delivered within 7-10 business days from the moment of placing the order. Some 5-7 days before delivery, you will receive an e-mail with delivery instructions. Please check your incoming e-mails in the evening, including the "SPAM" and "Unimportant" folders of your inbox. In case of doubt or lack of contact, please e-mail us information contact@liveoutside.co.uk quoting the order number and the name under which the order was submitted.
In order to update your order, please send an e-mail to contact@liveoutside.co.uk providing the correct data. Don’t forget to enter the order number and the name of the customer in the e-mail’s subject box. Of course, the sooner you do this, the less the risk of the product going to the wrong address and your being burdened with additional costs
Your order automatically goes into our system, so that as soon as we receive payment we are able to start packing the items ordered (or their production if you have ordered a gazebo, carport or other product made to order).
When once the order has been confirmed, an order confirmation message will be sent to you by e-mail. If you see any discrepancies in this confirmation message, please let us know. In the e-mail you will also receive our bank details that will be used when making a bank transfer (if you have chosen that form of payment or your PayU payment has been cancelled).
When your ordered product leaves our warehouse, you will receive an e-mail with a tracking code. Delivery will take place within 3-5 business days. When taking delivery of an order, one should check whether the order has arrived completely, whether or not the packaging is damaged or whether there is any visible damage to the product. If anything arouses your doubts, be sure to note this on the consignment note (the document that the courier will give you to sign). If you are able, take photos. These will serve as evidence in the event of a complaint.
After placing an order you will receive an automatic notification sent to the e-mail address you provided in the order. Confirmation should reach you within a few minutes. Please check that our automatic message has not gone to the "SPAM" or "Unimportant" folder of your inbox. If you can’t find it there either, please contact us by mail contact@liveoutside.co.uk . It may be a matter of your inbox settings, but it's also possible that you accidentally entered an incorrect e-mail address when placing your order.
There is no possibility of personally taking collection of an order in Bristol, where there is only a sales and accounting office.
No problem. It's your right as a consumer. If the product does not meet your expectations, or it turns out that it doesn’t fit or suit your arrangement or you have simply changed your mind, you can cancel the order or exchange the product for another one. You have 14 days from receiving the order in which to do so. We will refund you the entire amount paid for the order, excluding the costs of return transport. Please inform us about your decision by e-mail contact@liveoutside.co.uk. quoting the order number and the name under which it was ordered, and we will order return transport and will send a waybill to be printed and stuck to the package prepared for the courier.
Carefully inspect the goods at the time of delivery. Please note whether the order has arrived completely, whether the packaging is undamaged and whether any visible damage to the product has occurred. If anything arouses your doubts, make a note on the consignment note (the document that the courier will give you to sign) and take photos. These will serve as evidence in the event of a complaint. Please let us know about the situation by e-mail contact@liveoutside.co.ukl or by phone 03303502290.
Our team will review your complaint based on the e-mailed photos provided. You can expect feedback within a few days.
The prices displayed by the online shop include VAT of 20%. The amount of this tax will be shown in the shopping cart summary.
Of course. If you haven’t found answers to the questions bothering you on our website, feel free to contact us. We prefer e-mail contact contact@liveoutside.co.uk enabling precise transmission of information. It is also possible to contact by phone in the hours 9:00-17:00 Mon-Fri. at 03303502290. Nevertheless, please keep in mind that our personnel capabilities are limited and we will not always be able to answer your call immediately.

III. Payment methods

We accept the following payment methods:
  • PayPal or SagePay : this is a payment gateway that offers a whole range of options – payment by credit card, online transfer etc.
  • Traditional bank transfer
You will receive an automatic order confirmation e-mail, which includes our account number. Now all you need to do is make a bank transfer. You can do this physically in a bank or on-line if you have an online bank account.
Transfer data:
LIVEOUTSIDE
Bank name:
HSBC

Sort code 401920 Account

82882132

TITLE: Please put your name in the bank transfer title
Your order will become active the moment your transfer is credited to our bank account. This can take up to 24 hours. If you want to speed up this process, you can send us a copy of the payment’s confirmation by e-mail to: contact@liveoutside.co.uk
PayPal and SagePay are a proven and secure systems for making payments for internet shopping. By choosing this option, you can either pay for your order using your bank's platform or other payment methods (including debit or credit card payment, Google Pay, or Blik)
If the payment has not gone through or the connection was broken and the funds were not collected from your account, please contact us by e-mail: contact@liveoutside.co.uk describing the situation. You can make payments by a transfer manually generated directly in your bank.
Bank transfer data:
LIVEOUTSIDE
Bank name:
HSBC

Sort code 401920 Account

82882132

TITLE: Please put your name in the bank transfer title
If it turns out that you have paid twice we will refund the overpayment to your bank account.
There is nothing to fear. The PayPal and SagePay transaction service will not charge you any commission. You pay exactly the amount that appears in your shopping cart.
As a rule, an order is processed once we have received the entire amount due. However, if you want to make a bigger investment, please contact us to determine sales terms.

IV. Delivery, transport and details concerning the unloading of goods.

Transport costs are calculated at the shopping cart level based on the quantity and type of products ordered. Please add your selected goods to the shopping cart and go to the summary for details. Please NOTE that all orders above £200 qualify for FREE DELIVERY.
You can make a purchase with us for delivery anywhere in the European Union. The cost of transport is priced individually according to the given inquiry sent by e-mail contact@liveoutside.co.uk .
Standard products that are in stock are delivered within 7-10 days of being ordered. As soon as goods are forwarded for delivery you will receive an automatic e-mail from us containing the instructions concerning delivery. Goods will be delivered within 3-5 business days from the moment an order is submitted.
In the case of non-standard or custom-made products, the waiting time is 3-4 weeks after an order is submitted and a down payment is made. In the hottest season of the year (from April to June), these times may be slightly longer due to a larger number of orders, but you will be informed of this at the time of confirming an order.
The courier usually contacts customers on the planned delivery day to inform them of the time delivery may be expected.
Due to the specific operations involving large-scale industrial shipping, by which we are forced to send our products, due to their characteristics and the type of packaging, it is not possible for customers to agree the delivery time with the courier. It is only possible in the morning on the day of delivery, to arrange with the courier by phone an approximate delivery time. The courier’s phone number can be obtained by contacting us at the e-mail address contact@liveoutside.co.uk . "
The courier must deliver the goods to the address indicated in the order. Of course, the goods can be picked up by any member of your household or another authorized person if you yourself are not at home at this time. You can also arrange with the courier to have the goods left with your neighbour or janitor. However, any change of address or the necessity for another delivery date due to the absence of the actual recipient is possible only through us by e-mail or telephone.
Please note! Failure to take delivery of a shipment at the appointed time or failure to provide information on time about a change of the delivery address or inability to take collection of goods on the day of delivery may result in the charging of additional fees.
Our products are delivered by means of a specialized large-size shipping service using 7 ton lorries fitted with loading ramps. The contract between the driver and the shipper requires him to deliver the goods to ground level, and if there is a paved area, it will be possible for him to move the pallet by fork-lift truck to the property (as long as the surface is even and flat). However, there is no other possibility of moving the goods to the property or installing them in buildings. Help in installing ordered goods in your home or garden is a question of courtesy to be individually arranged with the courier.
In the case of larger shipments, such as garages or canopies, we suggest having 2 strong people on hand to help unload heavy elements that can weigh up to 200kg.
We deliver our products all over the country, except for places where lorry traffic is restricted or where the roads are unpaved or steep, where a lorry would be a safety risk or might become stuck. (this applies in particular to allotment gardens or poorly kept rural areas, or city centres and busy streets where there is no possibility of parking a lorry and unloading the goods on the street. in such locations, we only deliver to the nearest parking lot or a safe street from where you will have to move the goods to your location at your own expense using your own means of transport.
PLEASE NOTE! Failure to inform us about the above circumstances, and thus the inability to unload goods will result in the charging of additional fees.

V. Product quality, warranty, preservation and impregnation. Assembly and operation.

Yes, we do make custom ordered structures (also according to individual designs). If you have any specific ideas, contact us! We will check whether our production capabilities will enable us to fulfil your aims.
Pergolas, fences and trellis panels are offered only in standard dimensions. Unfortunately we aren’t able to make modifications or adjustments to suit individual needs. But most of our trellis panels and fences can be easily adapted to the desired size by cutting them during assembly. Use a flat screwdriver to pry up and remove staples, remove the frame, saw off any unnecessary parts, and then after re-locking the elements, reconnect the frame by carefully replacing the previously removed staples in their original place. Our Elegance trellis panels can very easily be cut to size or joined up without any problems, because they do not have a frame.
Most of our products are made of solid coniferous wood (spruce or pine) that is pressure impregnated. Some of our gazebos are made of original Canadian cedar, and this is clearly marked. Curved elements and the rafters for garages, gazebos and canopies are made of BSH glued-laminated wood with a certified strength of GL-24.
The wood we use for production comes mainly from Scandinavia and certified Polish forests. We care about sustainable development, which is why we choose only certain sources – thanks to which we can be sure that new trees are planted in the place of felled trees.
All liveoutside garden buildings can be delivered to your door complete with a professional full installation service. The price depends on the location of the installation. Our experienced builders will have your building erected and ready for use on the same day for maximum convenience and minimum disruption. If you cannot be available on the day of installation the installers will gladly carry on with the work without anybody being home. To order our professional installation service please choose this option on your shopping cart at the time of making your purchase. The team may need to travel some distance from Bristol. You will not be charged for this service at the time of purchase. Payment is only required once the building is installed and completed to your satisfaction. If you have any further questions, please do not hesitate to write an e-mail at contact@liveoutside.co.uk.
All our products are impregnated – by pressure or immersion. As a result, they are protected against mould, fungi and the effects of atmospheric conditions for many years. You don’t need to use any special impregnating agents.
You can additionally, once in a while, refresh them using varnish or special oils for wood. Thanks to this, your garden structures will maintain in good condition and keep their elegant appearance for a long time. The brands we recommend for this include Remmers HK-Glaze, Altax Wax Varnish, Sadolin Extra Varnish, and Osmo Oil Glaze.
Our garden products are impregnated with TanalithE from the renowned British company LONZA PROTECTION. This impregnate gives the protected wood a significant hydrophobicity, which ensures long-lasting attractive colours and resistance to rot for over 10 years for those applications that do not come into direst contact with the ground. Immediately after impregnation, the wood has a greenish-grey colour, which in time turns into a honey-yellow colour. Selected garden furniture is protected with an amber coloured Glaze (these require preservation in the form of repainting every 3-4 years).
At Jagram, thanks to advanced impregnation techniques, we permanently protect the wood against rotting. However, maintaining a homogeneous colour and surface structure depends largely on subsequent regular care. We recommend customers perform preservation treatments, thanks to which products will maintain their aesthetic appearance and will serve for many years. The most popular methods are:
  • Glazing – this being the application of highly effective hydrophobizing agents. These add colour, impregnate and form a protective barrier. They impede the migration of water into the structure of the wood without creating a thick coating. They highlight the wood grain and protect the structure from micro-cracks. The glaze is applied with a brush or roller and then allowed to dry. After about 12 hours, a second coat can be applied. The treatment should be repeated every 3-7 years, depending on the place the product is used and the type of product. Garden furniture and hammocks need to be treated more often, and pergolas, trellis panels and gazebos less frequently
  • Oiling – this involves coating the product with a layer of oil for wood preservation, which protects against external factors. Oil emphasizes the natural appearance of the wood, and has been used since the earliest times. This should be applied along the grain until it ceases to be soaked up by the wood. After drying, remove any excess with a cloth. This oiling should be repeated 2-3 times during a season, because the oil penetrates deep into the wood and, over time protects its surface to a lesser extent. This method of preservation is especially recommended for garden furniture, hammocks and decking boards
Yes, all goods sold in the liveoutside.co.uk online shop have a 2-year manufacturer's warranty covering both the completeness of the product, as well as its quality and impregnation in accordance with the technology and product sheet describing the quality requirements.
Additionally, Liveoutside guarantees resistance to wood rot for 10 years. This applies only to products mounted without permanent contact with the moisture from the ground. All structures, trellis panels and fences must be mounted on posts in metal anchors that prevent hygroscopic moisture seepage from the ground. Planters and cold frames should be lined with plastic sheet to insulate their wooden walls from damp ground. For those products in constant contact with the soil (such as non-insulated planters, cold frames, rollborders, stakes and poles embedded directly in the ground), we give only a 2-year warranty.
The warranty is only valid together with proof of purchase!
Immediately after impregnation, the wood has a greenish-grey colour, which in time turns into a honey-yellow colour (similar to its natural hue). We must emphasize that as an effect of impregnation and natural properties (in particular in the case of pine) there may be differences in the colour of individual elements. Also any initially visible irregularities in colour between those elements exposed to sunlight and those from the middle of the package do not constitute a defect and so do not form the basis for a complaint!
If the purchased products are still slightly greenish and you can see any salting out (greenish-silver dots, lumps), this means that they were impregnated very recently and you should wait 2-3 weeks, exposing them to weather conditions so that the excess impregnate fades and is washed off. Only after this time will the wood have the right appearance, which can be then fixed with a colourless varnish or be given a different colour using a dye.
Wood with slight differences in hue is not considered the basis for a complaint.
Unfortunately, we cannot offer product painting services. Colouring can be done at your own convenience using the various preparations available on the market.
The brands we recommend are Remmers HK-Glaze, Altax Wax Varnish, Sadolin Extra Varnish, and Osmo Oil Glaze.
Yes, our products meet the standards for wood used in the garden. They are resistant to all weather conditions. You can enjoy them for many years without the need for additional impregnation, regardless of the climate in which you live. We provide a 10-year warranty against rotting, as long as they do not come into direct contact with the ground.
However, if you care about preserving the colour and aesthetics of the external wood structure, we recommend painting with a glaze varnish designed for garden wood to be used outdoors. It is especially worth thinking about preserving wooden leisure furniture.
Textiles (in cushions, hammocks, and hanging chairs) require special care. During rain and in the winter, these should be protected against permanent wetting and stored away in a dry place.
As regards our leisure furniture, and especially their textile elements, we recommend that it’s best you don’t leave products damp for longer periods of time. Cushions, mattresses and hammocks can be easily removed and when it rains simply taken indoors. During the winter it is worth keeping garden furniture under a roof as this will greatly extend their durability and means they will maintain their attractive appearance.
Other products such as trellis panels, gazebos or pergolas of course can be safely left in place during adverse weather conditions, because they are adequately pressure impregnated and permanently protected against rotting with a 10-year warranty.

VI. Dimensional modifications and accessories for pergolas, trellis panels and fences

Sorry, but we cannot offer this service. Our pergolas, fences and trellis panels are sold only in the standard dimensions available on our website.
Nevertheless, most of our trellis panels and fences can be easily sawed and adjusted to the desired size during assembly. Use a flat screwdriver to pry up and remove staples, remove the frame, saw off any unnecessary parts, and then after re-locking the elements, reconnect the frame by carefully replacing the previously removed staples in their original place. As for our Elegance trellis panels, these can very easily be cut to size or joined up without any problems, because they do not have a frame.
The prices for trellis panels do not include accessories, even if these are visible in a picture. Posts, anchors and connectors are available and can be purchased in the tab Fence Posts and Fencing Essentials
If not securely anchored to the ground, trellis and fencing panels will not be stable in a vertical position. We recommend buying the necessary accessories for their installation. Of course, if your existing terrace or balcony parapet is strong enough, and you don’t want to spend too much time on performing complicated assembly work, you can temporarily connect trellis panels to a parapet using self-locking cable-ties.
Each panel should be connected to a timber post using screwed connections. Posts should be fixed to the ground using flat metal supports (anchors)
– to hardened surfaces:
- with a spike – driven directly into the ground:
If you have ordered N number of trellis panels or fencing panels , you should additionally buy:
  • N + 1 posts
  • N + 1 anchors
  • N x 4 connectors with screws (2 connectors per side).
If the existing terrace or balcony parapet is strong enough, and you don’t want to spend too much time on performing complicated assembly work, you can temporarily connect a trellis panel to a parapet using self-locking cable-ties.

VII. Construction of gazebos, carports and canopies

The cross-section of the posts used in our buildings varies between 9 cm and 20 cm. Detailed information on specific models is provided on the product sheet in the Dimensions tab.
Construction of gazebos that have no impact on neighbours or the environment usually require no special permits. If in doubt, contact your local housing association.
All liveoutside garden buildings can be delivered to your door complete with a professional full installation service. The price depends on the location of the installation. Our experienced builders will have your building erected and ready for use on the same day for maximum convenience and minimum disruption. If you cannot be available on the day of installation the installers will gladly carry on with the work without anybody being home. To order our professional installation service please choose this option on your shopping cart at the time of making your purchase. The team needs to travel some distance from Bristol. You will not be charged for this service at the time of purchase. Payment is only required once the building is installed and completed to your satisfaction. If you have any further questions, please do not hesitate to write an e-mail at contact@liveoutside.co.uk.
Our structures are designed so that their assembly is simple and even people with little experience can handle the job. The most important tools needed are: hammer, screwdriver, measuring tape, spirit level, and screwdriver. A ladder will also be useful for work on gazebos and canopies. Additional tools may be required depending on the model.
You will certainly be able to handle the assembly of pergolas and garden furniture yourself. In the case of gazebos, canopies and carports it is best if 2-3 people participate in the assembly. For safety reasons, we do not recommend taking on this assembly job alone.
We don’t recommend undertaking this assembly if you have no experience in this field. If you intend to build a gazebo or canopy, you should have basic knowledge about the use of tools and very precisely make all measurements, in particular when marking out anchoring points anchoring and levelling of the area.
This is possible, but only when using steel anchors (with hammered in spikes), which can be additionally ordered when placing an order. If you have any doubts and need expert advice, please contact us by e-mail contact@liveoutside.co.uk
The area on which we plan to set up a gazebo should ideally be levelled, which will avoid installation problems. It is worth choosing to build a gazebo on concrete blocks or cobblestones, or a previously poured concrete base. The use of tar paper in those places where the wood meets the concrete will additionally extend the durability of the elements. Thanks to this, the structure of the gazebo will be insulated from hygroscopic soaking up of damp from the ground. Wood that does not come into direct contact with the ground is three times more resistant to rot.
Roofs covered with bitumen or cedar shingle provide 100% protection against rain and snow. In the case of buildings with roofs made of spruce cladding boards, you should not be disturbed by light showers, but if you can expect frequent heavy rainfall in your region, it is worth choosing additional protection in the form of a roof made of bituminous shingle.
Yes, our structures are stable if they are properly attached to the ground. They will not be damaged or displaced by even stronger gusts of wind. Of course, we do not take responsibility for hurricanes and other weather anomalies.
Our gazebos can withstand various weather conditions, including heavy snowfalls. There solid construction guarantees they will withstand a minimum 120kg / m2. The roof’s sharp angle of inclination prevents long-term heavy snow deposits, thus eliminating the risk of the roof collapsing.
Contact us if you have a specific vision of your gazebo and we will assess whether we will be able to make it. Such an order will also be specially priced by us and may involve a slightly longer delivery time.
Yes, our garden structures feature elegantly finished brass locks and an attached key. They can also be bolted from the inside.
The windows of our structures are made of 4mm tempered safety glass.
Our carports are solid structures. We use posts with a minimum cross-section of 9 up to even 20 cm. Detailed information on specific models is provided on the product sheet in the Dimensions tab.

Nevada, Alaska and Revelatio type carports can only be modified in terms of their length or height. Their design does not allow for modification of their width.
However, our modular carports and canopies based on curved laminated arches are characterized by very considerable dimensional flexibility. Using these as a base, we can design and make canopies tailored to many specific locations and dimensions. To obtain an opinion on the possibility of making an order to a specific size and an initial cost appraisal, please send a photo of the site and a hand-drawn sketch showing the required dimensions.
In valuations of custom-made structures, we must point out that those wishing to build this type of canopy must, at their own expense and responsibility, obtain appropriate permits and ensure a suitably professional erection crew with appropriate experience in making permanent connections and safe installation.
We can supply timber material prepared with the appropriate GL-24 strength certification and TanalithE pressure impregnation but cannot take responsibility for design or installation errors.
Yes, you can order a Carport from us that comes with trellis or full panels. We price such orders individually.
Construction of a garage usually doesn’t require a special permit. If in doubt, contact your local housing association.
Depending on the model, our carports can have a roof covered with bituminous shingle (you can choose from several colours) or translucent PVC sheets.
The area on which one plans to locate a garage should ideally be levelled, thus avoiding installation problems. One must ensure that anchors are properly secured. And for large Nevada and Revelatio type canopies, one should use sturdy concrete foundation footings.
Our leisure range products are impregnated by immersion and stained with a glaze developed specifically for the preservation of wood used outdoors.
The glaze used by us is a wax-oil preparation that protects the wood from moisture and gives it a lasting colour.
The natural feature of painted wood is that the surface will change its shade over time. We recommend refreshing the colour once every 2-3 years to maintain durability and aesthetics, according to your own assessment of the surface quality. Before applying a new layer, it is a good idea to gently sand the wood with fine sandpaper.
All the materials we use for mattresses have hydrophobic properties. This means that they are resistant to, for example, staining with wine. However, it is best to remember that in the event of heavy rain, one shouldn’t leave mattresses outside so as to avoid permanently soaking their foam filling. They should also be protected under a roof during the winter.
We recommend washing with a soft sponge and mild soap. Some covers can be removed and washed in the washing machine. Do not clean cushions and mattresses using powerful cleaning agents.
Currently, we offer cushions and mattresses in 3 colours corresponding to various types of material. We do not currently offer other colours in retail sales.