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Customer Information

Customer Information


We pride ourselves on the quality of our doors and the service we provide to all of our customers. We have created this information sheet in order to make your ordering experience as straight forward and enjoyable as possible.

Deliveries
We manufacture the goods when you place an order and therefore the delivery times may vary. It is strongly recommended that you do not book a builder or carpenter to install your goods until a date has been confirmed with us or on the day they are scheduled to arrive.


Please have two people on site to receive the goods on the day of delivery as the goods are heavy and long for one person but much easier and safer to carry them by two physically able people.


If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.


Pallet Delivery
Our hauliers deliver between 8am and 6:00pm Mon – Fri. This is a signed for service so the goods will not be left without a signature. Please ensure there will be someone present between these times to sign and check the delivery. If for any reason your goods are undeliverable, it will be returned to our workshop and you will be liable for the return cost and any additional charge. You will be given the option to add additional delivery addresses to avoid this happening.
Unfortunately, we are not normally able to give a delivery time on a delivery. However, for an additional charge you can arrange a morning or afternoon slot or book a timed delivery. Due to the nature of the haulage industry any delivery dates and times given are only a guideline, under our deliveries. We cannot be held responsible for delays in delivery but will endeavour to uphold any agreed delivery date.


Access
Pallet deliveries are typically made on an 18 tonne lorry (7.5t vehicle can be arranged if requested) with a tail-lift to lower the pallets down to ground level, the driver will then use a pump truck to manoeuvre the pallet. In order for this procedure to be safely undertaken, we ask you check the following;
1. Overall access to the property is straightforward. i.e. no narrow roads, bridges or one way systems. Once on the property, gravel drives or steep inclines/ declines.
2. Whether there is hard standing for the tail-lift to be lowered onto. If not, is it possible to prepare some hardboard so the pallet/s can be placed onto this?
3. In your absence are you happy for the goods to be delivered and left on a driveway, or in garage etc.


Van Delivery
This is a ONE MAN delivery.
The goods are very heavy and will require two physically able people to offload your goods into your property or your storage. Failure to provide two physically able people will result in your goods being returned and a re-delivery fee charged.


We can arrange a TWO MAN delivery with additional charge. Please ask us for details.


For smaller items, our delivery driver may offload the goods into your property (Ground floor ONLY and Max 6 steps and Max 20 meters walking distance). Please note that this is on the strict understanding that neither we nor our delivery driver have any liability whatsoever in attempting to assist you.
Our delivery driver will call you with the estimated arrival time beforehand on the day of delivery.

DO NOT SIGN FOR GOODS WITHOUT CHECKING THEM FIRST. Risk of loss and damage of products passes to you on the date when the products are despatched from our workshop. We take no responsibility whatsoever for any damage caused to persons or property whilst undertaking delivery.
When accepting a delivery from us, please ensure that you have checked the goods for damages before you sign for them. If the goods are damaged or faulty, it is your responsibility to make this clear on the delivery note.
Should you see any indications of damage, please write ‘DAMAGED’ on the delivery note. If someone is signing for the goods on your behalf, please ensure they are aware of this instruction. If you believe that the goods have been damaged in transit, please contact us immediately. We require digital photos of the breakages as they were delivered, and the actual number of items damaged.

Returns
You cannot cancel or return if the goods are made specifically for you, or you have installed or used them.

For non-bespoke items, if you receive the goods in perfect condition but change your mind, you will incur all delivery costs. Strictly no refunds will be processed until the goods have been returned to us in perfect condition.

All defects must be advised within 48 hours of delivery. This is due to problems with onsite contractors etc, damaging goods and then trying to claim they were delivered like that. We are unable to help with exchanging or refunding an item after this time.

You will be required to provide clear pictures and written details of the defects by email in order to process a claim. No action will be taken until these are received. Please note that failure to do this may affect a claim. To help process a claim quickly and effectively it is very important that clear photos are provided.

We will not be liable for any incidental work or expenses incurred out of any defect in our products or bad workmanship applied to our products. No responsibility can be accepted if wrongful or incomplete installation was carried out by the customer or its representative. All items are sold within certain size specifications, any defects subsequently discovered after modification are expressly not accepted. Natural variations in the colour or texture of wood are not being considered as defects.

Storage / Handling
Doors should be stored on a flat and level surface (never on the edges or ends) and evenly supported off the ground in a dry and well-ventilated building. Cover to keep clean and keep out sunlight, but allow air circulation.

Doors should not be stored in a newly plastered room or suddenly exposed to central heating or other forms of direct heat. Under no circumstances should any door be finished with a water-based solution, as severe damage could occur.

Doors should not be subject to: abnormal heat, extreme dryness, humid conditions or sudden changes therein. They should be conditioned to average prevailing relative humidity of the locality before hanging.

The utility or structural strength of the door must not be impaired in the fitting of the door, the application of the hardware, or cutting and altering the door.

All goods should be checked prior to installation. The working upon or installation of these doors shall constitute acceptance.

Colour
Each door is unique due to the natural properties and the manufacturing process; as a result no two doors will ever be identical. Oak is a natural product any and knots or gaining will only add to the overall character of each door and should not be considered as defects.

Hairline Cracks in Painted items occur due to movement in the timber, which is a natural occurrence due to the nature of the wood. This movement will be increased depending on moisture and humidity levels and temperature levels, therefore any hairline cracks that may develop are not considered a defect.