Frequently Asked Questions
Orders & Purchases
Can I cancel or edit an order?
Can I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
How do I measure an opening?
How do I measure an opening?
We recommend measuring the opening’s width and height in three places, recording the results in millimetres (mm). Give us the smallest size for the width and height and we will allow for manufacturing tolerances.
Do you accept American Express?
Do you accept American Express?
Regrettably, we do not.
Do you charge for payment with a debit or credit card?
Do you charge for payment with a debit or credit card?
As of January 2018, retailers can no longer charge you a fee for paying with your Debit or Credit Card.
Returns & Exchange
What is your returns policy?
What is your returns policy?
You can return stock products for a 20% restocking charge. Speak to our Sales team for more. Items must be returned within 30 days in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
We do not offer returns on roller shutters, security grilles, steel doors, fire curtains or any related prosucts.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Spare parts are usually delivered between 3-5 days from ordering.
All other items specify the delivery time on the product page as these are usually bespoke, made to measure items.
Deliveries using our own transport or carriers will usually be made between 8am and 6pm on Monday to Friday. We can sometimes specify timed deliveries at an additional cost.
What do I do when my delivery arrives?
What do I do when my delivery arrives?
It’s important to be sure the number of packages you receive matches the number on the delivery note. You should also check the packaging is undamaged. Contact our sales team immediately if there’s an issue.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
