Discover the frequently asked questions about our log cabins

Placing An Order

How do I place an order?

There are several ways to place an order with us. The first and most common way to place an order is via the many shows we attend. You can find a list of upcoming shows on this website. Another method is through this website. This is a fast and easy way to order if you know what it is you would like to purchase. You can also order over the phone with us by calling 01245 400202. Finally, you could visit one of our many show sites. We also have a list of show sites on this website. Each of these methods require a minimum £500.00 deposit.

Do you have a show site?

Yes, we have several show sites across the UK. The list can be found on our website. Our main show site is at the White Elm Garden Centre in Bicknacre, Essex, CM3 4LR. We currently have eight buildings on display as well as this being our main office.

Will my details be kept private?

Definitely! Your details are processed onto our Sage accounts system. Upon order we will provide you with a unique order number. That along with your surname and postcode will allow us to verify who it is we are talking to before we discuss any part of the order. We do not keep any payment details and you will always receive an email receipt for any card payments.

How do I know my order has been placed?

Once you have paid your deposit you will receive an order confirmation within 24-48 hours. This will be via email and will include a confirmation letter, terms and conditions, build guides (for reference), a base guide and a site questionnaire. If you do not receive this within the advised timeframe then please call the office on 01245 400202.



Delivery Information

Where can you deliver to?

We can make a kerbside deliver to the majority of mainland England and Wales. There are a few exceptions to the free delivery. We can deliver to Scotland and some parts of Wales, but this may have a surcharge. The best thing to do is call us on 01245 400202 if you need to discuss this.
Alternatively, if you find your closest show site then the delivery can be arranged through them.

What is the lead time for buildings?

Our average lead time for delivery and install is four weeks. This can increase during the show season. When you receive your order confirmation by email you can reply to this with a desired delivery date. We will then do our best to accommodate you. Delivery only orders can have a shorter lead time.

What time will my delivery arrive?

Unfortunately, we cannot offer an exact delivery time. Somebody needs to be at home and available between 7:00am and 1:00pm on the day of the delivery. We always advise these times in case there are any obstructions on the delivery vehicles route, such as traffic, roadworks or an accident. This may be later if there are bad conditions.

Do I have to be at home when the delivery arrives?

Whilst you do not have to be there yourself, we would need somebody to be available between 7:00am and 1:00pm at the delivery location to guide the drop off team and sign for the building. If, for whatever reason, you need to go out then please make sure that somebody else is at home and able to accept your delivery, this can be neighbour if need be.
If no one can be at the property during the time of delivery, then we may still be able to make the delivery, but we would need pictures of the available access to the drop off point. Please call us on 01245 400202 to discuss further.

How will my log cabin be delivered?

We offer a kerbside delivery to ideally the front garden or driveway. This is delivered on a hi-ab truck measuring 2.7m x 12m. The vehicle has a small crane on the back that will lift the pack from the vehicle to the drop off location. This will be a drop only and the drivers will not be able to carry your log cabin into your garden or into a storage location, you will need to do this. If you have opted for an installation then when the fitters arrive, usually the next day, they will be able to carry this through for you, if there is clear access, and this does not take them through the dwelling.

Do you offer an installation service?

We do offer an installation service and the prices can be found under each product for this service. This usually takes between one to two days for a standard build. We do not currently offer a painting service.



Payment Information

How can I pay?

We accept VISA, Mastercard, Debit Cards, American Express, PayPal (via invoice) and Bank Transfers.
Please allow up to 10 working days for any bank transfers to clear. Card payments should go through straight away and you will receive an email receipt for this when processed.

Can I have my cabin delivered to a different address?

Yes of course. We can have alternate billing and delivery addresses. You just need to let us know which and we will handle the rest.

How do I pay my remaining balance?

Full payment must be made 21 days before the delivery of the cabin. This is the order total minus the deposit.

Do I pay a deposit?

Yes, a £500.00 deposit is required to place an order with us. This will secure the current prices and any offers made at the time of order for 12 months.

Are there any extra charges for card payments?

No, not at all! There are no charges for using any type of card.



Cancellation and Returns

How do I cancel my order?

You can cancel your order with us within 14 days of placing the order by either calling us on 01245 400202 or email us at info@lillevilla.co.uk.
If you wish to cancel your order after the 14 days, or that there are circumstances not advised to us leading to a forced cancellation, a charge will be applicable to cover the following costs. These costs will vary dependant on how far your order has progressed within the supply chain.

  1. Administration fees.
  2. Shipment costs into the UK.
  3. Logistical costs incurred upon arrival at the delivery depot.
  4. Site delivery costs.
  5. Charges incurred for delivery resources unable to be re-allocated.
  6. Charges incurred for build teams unable to be re-allocated.
  7. Re-banding and collection of the product.
  8. Consideration taken to product resale value.

How do I receive my refund?

Any refunds will be made to the method of original payment. If this cannot be done, then we will need to be provided with your bank details to process a refund by bank transfer.

How do I contact you? 

You can call us on 01245 400202 or email us at info@lillevilla.co.uk

Do I need planning permission?

Most of our buildings come under the height limit for planning permission. These buildings are not designed to be lived in which also allows them to come under permitted development. Our buildings are classified as outbuildings.
For more information please visit: https://www.planningportal.co.uk/info/200130/common_projects/43/outbuildings/6 

How do I look after my product?

All cabins purchased via Lillevilla are untreated and do require treating with a microporous treatment, this allows the timber to breathe. We recommend Jotun Demidekk, which you can purchase directly from us.
The inside of the doors and windows must also be treated with the same treatment that is applied to the outside of the building.
It is imperative that silicone sealant (not supplied) is applied from eaves to foundation along the log ear connections or corner covers. It also needs to be applied to the door and window frame fascia.



Self-Build Informaton

Do I need any special tools to build the cabin myself?

No specialist tools are required to build a Lillevilla log cabin.

The tools you will need are listed below:

Do I still get the warranty if I build it myself?

If you build and treat your cabin according to the supplied build guide then we will honour the 5-year structural warranty. We may need to inspect the building to ascertain whether this has been done.