Delivery Information - Please read before purchasing.

This item can be delivered using one of the two services detailed below:

Royal Mail 24

This service is Royal Mail 24 tracked. This is a 1-2 working day service, however, Royal Mail state to allow up to 7 working days. Occasionally, if delivery cannot be done or left safe, the item would be returned to your local sorting office for you to collect. Usually if this is the case, there will be a card left through your door by the postman.

Other Courier 3-5 Days - Evri

EVRI - This is a small item parcel service which is usually a 3-5 WORKING day service for the majority of the UK. NOTE: IM, ZE and HS postcodes incur a £5 surcharge. We will request this in a message if this is required.

If you (or someone representing you) is not prepared to:

1. Read the detailed delivery instructions tab and
2. Pay extra if you live in a surcharged area, then please do not purchase this item.

Postage on Multiple Different Items

When you purchase several different variations or products, ebay will over charge for postage. If you leave a note to seller during checkout (not a separate ebay message), we will refund any excess cost due to you based on the final consignment weight. Note, this does not apply to multiples of the same variation or product. If you are buying the same variation or product, then the postage is correct and usually no refund is due. If you want a postage quote before purchasing, please message us with a list of your required items and/or variations along with your postcode.

Services

We use several courier services, which are dependent on the type of goods you are ordering. Only the appropriate delivery service(s) will be offered for the item.

• Royal Mail 24- This is reserved for smaller items and is provided by Royal mail. This is usually next working day, but can take longer.
• Economy Delivery (Other Courier 3-5 Working Days)- This service is used for sending items which are less than 15kg in weight and less than 1.17m. This service is provided by Evri.
• Express Delivery (Other 24hr Courier)- This service is used to transport heavier or larger items. Generally this is used for unglazed items. This service is from DX freight.
• Economy Delivery (Other Courier 5 Days)- This service is a man in a van type courier, where your items travel with a limited number of goods and delivery takes place within 7 working days for the pale green area of the map. This service is ideal for glazed or more delicate items. We also use this for larger items which are difficult to transport.

All our shipping options are charged on a weight based tariff. If you order several items, across several different services, please leave a note at checkout and we will combine them onto the largest appropriate service and charge it according to the final combined weight. You would then be refunded anything overpaid where we combine deliveries in this way. We do try to keep a lookout for combinations, but leaving a note makes sure your combination is not missed. The note must be done as a note to seller at checkout and not a separate ebay message. The note to seller will come through onto the paperwork we process your order from, where an ebay message will not.

It is vitally important that you read the below instructions for delivery, so you know what to do if there are any issues.

Instructions on Receiving Deliveries

The below instructions are for all deliveries and is the best practice for receiving them, but is most important for the 24hr and other 5 day courier services:

• Whenever possible, be present at the time of delivery.
• On arrival, the first thing to do is check you have the right number or items/parcels as shown on the labels and any delivery paperwork. This is VERY important because, if you sign for 3 items and only 2 are present, on paper 3 have been delivered and the courier will refute any claim against them.
• Check all your items have YOUR details on them. Courier drivers have been known to mix up items, so this is also VERY important.
• When the goods arrive, give them a good visual check over, looking for any evidence that the packaging is damaged. If the packaging shows ANY SIGN of damage, it's best to document this on the couriers delivery paperwork or device when signing for the consignment. This act means that the courier is liable for any damage to the item and helps speed up any replacements or a resolution. Then should you open the goods to find the item is damaged, you are covered. We package items very well, so 9 times out of 10 the goods will be fine, but by doing this you have protected yourself inline with the couriers terms and conditions.
• If necessary, such as if the goods are obviously broken beneath the packaging, you can also refuse delivery.
• Once you have had the delivery and within 48 hours, fully unpack it, ensuring the goods are correct and fit for purpose, before commencing work or storing away to work on later. We give 48 hours to identify damage or incorrect items and report it. It is also very prudent during this step to double check the items will fit where intended before removing any existing joinery, glass or decor. Any cutting, chopping, fitting or treatment of the items denotes acceptance of it and it can no longer be returned at that point.

If it for any reason it is not possible to be present at the time of delivery, it is best practice to leave a note on your door for the driver with clear instructions on where to leave the items. This is done strictly AT YOUR OWN RISK, as the courier classes this as a clean signature. It would then be exclusively the couriers decision to address any damage after delivery. If they decide not to do so, there is little we can offer to compensate you. It is ALWAYS best practice to be in to receive delivery. In the case of the 24 hours courier, when no note is left, they may do one of a few things:

1. Take the goods back to depot and re-attempt delivery. After 3 failed attempts, the items will be returned to us. If this happens, delivery will have to be charged for again.
2. Leave your goods with a neighbour if one is willing to take the items. This is not ideal as your neighbour will not be vigilant in checking for damage and is likely to just sign for it clean.
3. If the driver thinks it's safe to do so, they may simply leave the goods at your property without a signature.

Damages or Incorrect Delivery - after the driver has left

In todays day and age more and more items are being left without customers present to sign for them. Also, even after following the above instructions you may open up your items to find some damage. The following is what to do in this instance:

• Inform us of any damage within 48 hours of receiving delivery.
• Provide photos of the damage and packaging damage.
• We will usually respond within 24 hours, with the exception of weekends. Anything reported from Friday PM onward, may not receive a response until the following Monday.
• Depending on the goods, we may need to collect the damaged items before replacing them, however, most items are sorted via a partial refund or replacement if the above steps have been followed.
• Some of the items we sell are one offs, such as made to measure items or one off windows, so in the instance of these we cannot offer a replacement.

NOTE: Replacements can only be sent free of charge if you have declared the item 'damaged' on the couriers note. We reserve the right to refuse or charge for replacements if these steps have not been followed. We cannot be held liable for any costs incurred by goods arriving late or damaged.

No Delivery Made

In the unfortunate event that you that your goods have not arrived at all, please inform us within 7 working days of their expected arrival date. We can only apologise if this is the case, and is usually when the courier has had a mix up on route. All we can do in this instance is to try and track down the goods and get them to you as soon as we can, or back to us if a refund is required. The courier and, therefore ourselves, cannot do anything if 30 days pass the expected delivery date, so please ensure to inform us ASAP if your delivery is missing so we can try to sort the issue out.

Glass Handling Guide

We sell glass packs for our windows and doors, so below is a guide on how to handle it. Glass is usually supplied loose from the item, so you need to know how to handle and store it.

• Prior to delivery, ensure you have a clear area to put the glass, where it can be safely left until you need it.
• The glass is usually delivered bubble wrapped or similar. DO NOT leave the glass in this wrapping. It is only for transport. If double glazing is left in the wrap, particularly in hot or rainy weather, it can trap water or heat having a detrimental effect to the hot melt seal of the double glazed units.
• Always stand the glass on edge, leant against a wall. Always protect the first piece that is leant against the wall, e.g., with vertical timber laths, or a sheet of ply. Never lay glass flat.
• Always put glass onto timber laths, equally spaced for the piece of glass, so the weight is evenly distributed. Never put the glass down directly onto concrete, or other hard flooring, as this will break the glass.
• When leaning one glass piece onto the next, always make sure the pads stuck to the glass are between them. Never put glass to glass directly.
• Avoid putting glass on the corner as this could break the unit, even if it is toughened. Always put the glass down squarely on the edge. One small knock on a corner of glass can shatter it.
• When moving the glass, please make sure that you are only picking up what you intend to. The glass can stick to the pads, or can be stuck through suction, e.g., you may only intend to pick up one pane, but the pane behind is stuck to it. This will then drop when the glass loses its grip and could smash.
• Always check the glass thoroughly BEFORE signing for your delivery. As with all items, unless you document any damage on the delivery note before signing, it cannot be replaced free of charge. Once signed for, the glass is your responsibility, so please follow this guidance.

Collection Information

If you choose collection for your item(s), you can collect between 8am and 4:30pm Monday to Friday, and 8am to 12:30pm on a Saturday. We will require 24hrs notice of weekday collections, or 48hrs for Saturday collections, as some goods are stored off-site. Collection must be within 2 weeks of purchase, or your order may be cancelled. If you are travelling over distance to collect, please ensure you allow adequate time for loading up the goods and any traffic as the collection times are strict and you may be turned away if you are not within the times stated.

Please Note: We do not wrap items which are for collection. Please remember to bring any packing or protection with you to ensure they do not get damaged in your vehicle. Please check the items will fit in your vehicle before travelling.

To Consider: When you collect your goods, please ensure they are correct before leaving the store. When you collect your items, if there is a problem with them, you will be responsible for returning them, even if they are incorrect on our part.

Returns Information

The returns policy will vary according to the type of item you have ordered, and the nature of the return. We have summarised this below:

Standard Items

If you decide that you no longer want your goods after they have been delivered and you want a refund, and you have not altered the product in any way, our standard off the shelf items are all returnable. Returns must be actioned within 30 days of the purchase date. You, the buyer, are responsible for the cost of the return carriage. We can organise this, but the cost would have to be paid before collection is made. Alternately and preferably, you can organise this for yourself. The goods MUST be returned and arrive back to us in resaleable condition. We would always recommend organising your own return carriage, as the service we offer is more costly than the original postage, is not insured against damage or loss, and we will not refund any items which arrive back to us in a damaged or not at all. Once the goods have arrived back to us and have been checked off, we will issue a refund for the cost of the GOODS only. Unfortunately, the original postage cost will be lost.

Made to Measure or Cut Items

If you have purchased a made to measure or a special cut item, we cannot accept a return on this, unless its been made or cut incorrectly to the agreed specification. With any items like this, you will have been asked to approve a specification, left a note to seller with the details, or we will have created a special listing containing the details. We take great care to ensure these types of items meet the agreed specification, so if the items match that specification, they cannot be returned.

Returns for Damaged or Incorrect Items

In the unfortunate event that your goods arrive damaged or are incorrect, provided you have followed the delivery instructions tab regards signing for the item and the time limits to report damaged or incorrect items (usually within 48hrs of receipt), we will address the issue as follows: Depending on the item we may organise a collection, may offer a partial refund or simply re-issue the goods. The first thing we would require for returns or incorrect item being delivered, would be some photos of the damaged or incorrect item showing the issue. We would then communicate our intensions, based on the item cost, damage extent and nature of the item.

Treatment Instructions

Any timber product you purchase should be treated according to its end use. Its very important that you consider this step before you get your goods. The longevity and performance of timber products is directly related to how well you treat and maintain the treatment. What you need to do to it for treatment will depend on several factors, such as if its internal or external, what the desired end appearance is and also the type of product you are treating. Certain products are made in such a way that a particular treatment type is required. A really good example of this is engineered doors which, in the main, require oil based treatments be used.

If the product comes with treatment instructions either with the product, or has it specific treatments stated in the item description, then that MUST be followed. If there are no specific requirements, then you must treat your product according to its end use and position.

Below is a generic guide of good practice for treating timber products followed by a specific guide for engineered/veneered doors.

• It is always better to fully treat items before they are fitted. This allows areas which will be concealed, such as glazing rebates, to be fully painted.
• Whatever treatment products you buy should be suitable for the item and its use. E.G. for a timber window, you will need external treatment. It is always best to try and buy enough to complete the job, so the stain or paint is all from the same batch, just incase there is any batch colour variance.
• Always read the instructions on the tin.
• Usually, if you are using a paint or stain "system", the top coat instructions will contain details of any recommended basecoats, preservers, fillers etc. Its prudent to use the full "system" so you know all items are compatible. It will also tell you the correct application equipment (roller, brush type etc), so you know the correct method to use it.
• Be wary of using dyes, waxes and oils. These are usually only suitable for internal solid timber items. Dyes in particular are just a colourant and do not offer any protection against moisture or dirt ingress so always need to be overcoated with a final finish of some description.
• Make sure you have a clean, dry and well ventilated area to carry out preparation and treatment. Ensure you try and have everything to hand you may require before commencing.
• Prepare the item first by carrying out any filling required, sanding and brush down the item to remove any dust. Try to remove any visual areas of markings out, discolouration, grease or other dirty marks. Particularly with external products, make sure any gaps or joints are filled/sealed against moisture ingress.
• Clean down the item with a suitable cleaner, usually something like Methylated spirits, to remove any residual dirt or contaminants that may affect the finish. Its usually best to use a lint free cloth or rag for this process.
• If you are painting the product, and the product contains knots which may bleed, you will need to apply knotting solution or a stain blocking primer. Certainly, if you are painting an Accoya item, stain blocking primers are a must.
• Make sure you fully stir the treatment to distribute the pigment and solvent to ensure an even coat.
• Give a light rub down between coats of paint to de-nib and ensure maximum adhesion.
• It is always best practice to completely treat all areas, edges, behind ironmongery and within mortices to ensure full protection.

Engineered Veneered doors

With the exception of a few, such as our garage doors, most "off the shelf" doors you buy are engineered. This usually means the door has a mixed timber core, which is then veneered and lipped in the face timber (e.g. Oak). When a door is made like this, it is invariably tested with certain finishes. For instance, you will see in some of our item descriptions that only oil based (often referred to as solvent based) paints should be used. Another common one is that "high-build" finishes should be used. It is vitally important that you use the correct treatment on engineered doors. Certainly, 95% of engineered door issues reported to us usually stem from incorrect treatment, so its in your best interest to make sure you are using the correct treatments. As mentioned above, some doors will have instructions within the packaging or item descriptions, and these MUST be followed. Below is a best practice guide, specifically for engineered doors, which is an amalgamation of several suppliers instructions:

• Make sure you have read and understood the specific instructions for your particular door, and have purchased the correct treatments.
• Do not use water based, low build products for engineered doors. Anything "quick drying" is usually water based and substandard for engineered doors.
• Check over, prepare and fully treat the door before fitting. This will highlight any unseen issues before you incur any fitting expenses.
• The same finish should be used all over the door. E.G. For an external door, both sides should be treated with the same external grade finish.
• Immediately after fitting, you should remove the ironmongery and re-treat anywhere which has been cut, chiselled, morticed or drilled. Make sure all edges and faces are treated after fitting as its very common for your fitter to have to plane those areas.
• Always fit 3 hinges per door as a minimum. Most door manufacturers insist on this. Adding a central hinge reduces the chances of a door warping as it is held centrally.
• Ensure external doors are fitted with the correct drips and weatherboards. For instance, as stable door would require a drip in the centre and a weatherboard at the bottom.

Some (but not all) of the doors we sell come with a manufacturers warranty. We pass this down from our supplier. For any warranty claim to be upheld by the manufacturer the instructions with the door must be followed to the letter. Any manufacturers warranty will only cover the cost of the replacement item only and will not cover any lost transport cost, labour, additional labour charges or the cost of any treatments. It is vital, therefore, that you inspect everything thoroughly BEFORE treatment and organising fitting. You need to inspect for things like splits, cracks, poor veneer, marks, water marks, mould, scratches on the glass, movement from the panels or glass and for twist and warp. Remember, if there are any issues, it is only the replacement item that is offered by any warranty, so its ALWAYS best to check the item over yourself before organising any fitting as joiners may/will charge you if they turn up and the goods are defective and this time and cost is lost as its not covered by any warranty. Any manufacturers warranty (if available) will be void if:

• The item is not entirely treated on all edges, faces and behind fittings.
• The item has been cut down by more than is recommended. Usually the tolerance is 4mm per edge.
• Incorrect treatments have been used either by type (water or Oil based) or for its location (internal or external). As mentioned, this is the single biggest contributor to door issues.
• You have used an internal door externally, or vice versa.
• 2 standard doors have been rebated to meet. Usually rebating is cutting a 12mm from an edge partway through. This is over the cutting tolerance.
• Weatherboards have not been used with an external door.

If you feel that you have carried out all the instruction relevant to your door and need to claim against any warranty (if there is one available), then please contact us. We will need the proof or purchase along with some pictures of the issue you are facing. We will also require the details of the treatments you have used. We would then send this off to the supplier who will decide if the warranty is applicable for you. Occasionally, they may want to carry out a site visit, but more often than not, they will process from photos. It needs to be stated that their decision is final and although your contract is with us, we will align our decision with theirs in most cases. As already mentioned, claiming against the warranty will only cover the replacement goods. It does not cover ANY labour, treatment or transport costs.