Frequently Asked Questions
We always try our best to answer any questions you have about our products or our process
If you can’t find the answer you’re looking for below, please contact us and we’ll answer your questions.
Before you buy
Can you deliver outside of mainland UK?
Unfortunately, we are unable to deliver outside of mainland UK however we can arrange for your order to be delivered to a port of your choosing. You can then arrange for it to be picked up and taken overseas.
What are the payment methods available?
We can accept cash, card, BACS transfer and cheques. We also offer credit accounts which can be applied for.
Are the sizes displayed structural or manufacturing sizes?
All sizes shown on our quotes and orders are the manufacturing sizes. If structural sizes are supplied to us, we will take off our standard fitting tolerance (-10mm to width and height). It is the customers responsibility to ensure the sizes are correct and meet the site requirements.
How do I decide which product is right for my project?
Each of our product ranges has its own dedicated page detailing the benefits, along with the available options and standards but if you are still a little unsure please feel free to contact us.
We have many people, with years of experience, on hand to assist you in making your decision. We even have people who can come and visit you for a free consultation if preferred.
Where are the products manufactured?
Our wide range of products are manufactured in various locations across Europe. Our timber casements, sliding sash, French and entrance doors are all manufactured in our Berwick factory, found on the borders. Our timber bifolds are manufactured by our supplier down in London and our timber sliding doors and full aluclad range are manufactured by our sister company in Denmark.
I only want one window; can I do that?
Of course. We supply our products to all kinds of customers, from your everyday consumer to the large building contractors. If you only require one window, contact us and we will be happy to supply you with a free quotation.
If I buy only one window now and decide to order five windows later, will the unit price change?
Our quotations are valid for 30 days, after this they are subject to a price review. This doesn’t necessarily mean the price will increase but we cannot guarantee our prices past this time.
How do I order my windows?
If you have a quotation that you would like to order, just email the project co-ordinator that issued it to you. They will then return an order confirmation and proforma invoice.
You MUST then double check the order confirmation to ensure the order is what you require. Once this check is complete, sign and return it to the project co-ordinator. We will also require the desired delivery address and either full payment, if the total order (Inc. VAT) is under £5000, or 50% of the total, if the total order (Inc. VAT) is over £5000.
The order can then be processed, and a delivery confirmation is issued.
Please note, if 50% of the total has been paid the final 50% will need to be paid a week before the estimated delivery date.
How do I find my quote number?
A quote (or estimate) will be allocated a quote number. This is a 6-digit number, always starts with a ‘1’ and can be found at the top of every quotation.
If amendments are made to the quotation before an order is placed you will notice an extra number appear after a dash on your quote number, for example, quote ref: 178890-3.
This number represents the revision number so you can easily distinguish between older and newer versions of the quotation. Every time you call or email regarding your quotation, we will need this quotation number so make sure you have it ready.
What is the U-Value of the windows?
The U-Value is dependant on the window chosen, the size and the glass specified. As a general rule, our windows will reach a maximum of 1.4 and a minimum of 0.8.
What are the paint options?
We offer a range of standard colours. The standard colors are different, depending on whether you choose timber or Alu Clad windows and doors. We can offer almost all RAL colours (at an additional cost), so please contact us if you are looking for a colour not listed below.
Standard Timber colours:
STANDARD STAIN FINISHES:
Standard ALU CLAD colours:
What is safety glass?
Safety glass is glass that is specifically designed to be less likely to break, and less prone to inflicting injury when it does break. Toughened (or tempered) glass is classed as a safety glass. You can also use laminated glass in instances where safety glass is required.
How do I know if my door is left hung or right hung?
To firstly help with identifying which way your door opens it is best to know all images on our quotations, and alu-clad specification documents, depict the doors as viewed from the outside.
When looking at the image of the door on your quotation you will see an arrow which represents the handing of the door:
For timber doors, manufactured here in Berwick, the arrow points to the hinges, so an arrow pointing left is a left hand hung door.
For alu-clad doors, manufactured in Denmark, the arrow points to the handle, so an arrow pointing left is a right hand hung door.
The images also show the handles so this should be easy to identify, but always check the handing, and whether it’s open in or out before an order placed.
How do I know if my windows are left hung or right hung?
To identify the handing of your windows, the same method used for the doors is applied.
To firstly help with identifying which way your windows open it is best to know all images on our quotations, and alu-clad specification documents, depict the windows as viewed from the outside.
When looking at the image of the window on your quotation you will see an arrow which represents the handing:
For timber windows, manufactured here in Berwick, the arrow points to the hinges, so an arrow pointing left is a left hand hung window.
For alu-clad windows, manufactured in Denmark, the arrow points to the handle, so an arrow pointing left is a right hand hung window.
The images do not depict handles so always check the handing before an order placed.
After you buy
I’ve placed my order, when will my products arrive?
Once your order has been placed you will receive an order delivery confirmation providing you an estimated delivery date. Due to the nature of large volume manufacturing the lead time cannot be a fixed length of time and fluctuates as the factory capacity ebbs and flows.
How do I contact someone about my order?
If you wish to discuss a technical query regarding your order contacting the estimator that you dealt with during the quotation and ordering process will be your best option. If you wish to discuss the delivery dates our Planning and Logistics Department is the place to go. All contact information can be found on our website here.
Can I modify/cancel my order?
Once an order is placed it is released into production and no changes can be made. Any changes that are made will incur modification costs.
If you wish to cancel an order after the order is placed you will incur a cancellation fee which increases, the closer you get to the delivery date.
Can I change the delivery date?
When an order is processed, we will also offer the fastest possible delivery date we can provide but if you require the order to be delivered later than the date given we can usually meet your desired date. If you have a specific date in mind just mention this when placing your order.
If the order is already in production but you are unfortunately faced with site delays, we can store the order for you until you require them at no extra cost.
Please note, if we are not made aware of any site delays prior to the order leaves us we are unable to re-delivery or store the order without additional charges being incurred.
How will my order be delivered?
All orders are delivered on an 18-tonne rigid vehicle, with a tail lift, as standard. For any orders with products over 2200mm in width and/or height, a HIAB vehicle is required for safe offloading.
If the desired delivery address is inaccessible to the above-mentioned vehicles, please make us aware as smaller vehicles can sometimes be used.
How do I find my order number?
An order will be allocated an order number once the quote has been signed off and paid for. This is a 6-digit number, always starts with a ‘5’ and can be found at the top of every delivery confirmation.
Every time you call or email regarding your order, we will need this order number so make sure you have it ready.
Damages and warranty
What warranties are included with the products?
All of our windows have:
- Rot & Fungal Protection
- Paint Finish Warranty on Standard Colours
- Glazing Failure Warranty
- Manufacturing Warranty
- Ironmongery Warranty
- Stained Finish Warranty
- Black Paint Finish Warranty
- Non-standard RAL Colours Warranty
What if I find a problem with the products?
If you are unfortunate enough to have problems with your products, and they are still within warranty, you can find our aftersales claim form on our website here. Fill this in and return it to us, we’ll then review the claim and do all we can to resolve the issue.
What if my order is delivered damaged?
If your order arrives damaged, please ensure you sign the POD (proof of delivery) as damaged. Take photos of the damages and send them in with a completed copy of our damages claim form, which can be found here.
Can I order touch up paint?
Yes. If you require touch up paint just email our enquiry email address firstname.lastname@example.org with the colour you require and the order will be processed.