Usual Contact Opening Hours: See Below - 01968 671 681
Contact Details
YOUR QUESTIONS (Q) AND OUR ANSWERS (A)
Our FAQ page consists of the following 4 sections:
If you can't find what you are looking for here, then don't forget our helpful sales team are always on hand if you have any other queries or questions, just visit our Contact Page.
Order & Delivery Information
Q. Should I arrange my Joiner/Carpenter before I have received the goods?
A. Please do not book any joiners, builders or carpenters until you are certain the goods have arrived, have been checked over for damages and are suitable for installation as you intended. We cannot be held liable for any consequential costs should you book a joiner/carpenter in early, you do so at your own risk.
Q. What happens if we have a delivery arranged and it is cancelled?
A. We cannot be held responsible for any consequential loss of earnings caused by a courier delay or product damages, couriers have a difficult job and delays can occur due to Covid, other illnesses or traffic issues.
Q. Can I call to place an order or ask a question instead of doing so online?
A. All orders must be placed directly online, we do not accept telephone orders or card payments by phone, however, we can help talk you through a draft order which we can send directly to your e-mail address so that you can pay either through the website or by a bank transfer (BACs), easy to set up and totally safe for both parties, this is to prevent fraud and misuse of credit or debit cards. You can contact us if you have any queries.
Q. Where is my order?
A. Your order could be sent from a number of different depots with the UK on a number of different courier services and may consist of more than one delivery service. Each of the couriers may either call, e-mail or text you to pre-book delivery and you are also more than welcome to check with us at any stage but please do have your order number or post code handy for us to help you.
Q. How good is your packaging?
A. It depends on whether we have asked our supplier to deliver directly to you, in this case, they will have minimal handling so minimal packaging is required, on the other hand, if we are using a courier we edge product ALL door edges, we then cover any glass with polystyrene sheets, next we cover the whole door with two layers of bubble wrap and then finally two layers of cling film, an excellent job and a well-protected product.
Q. I've got my goods, what is the next step?
A. Check your goods for suitability and for any issues before booking a door installer. Please report any issues to us in writing within 24 hours of receiving the goods. If storing before installation, then please make sure you store in a dry area indoors away from direct heating and flat on carpet or elevated from cold floors on some planks of timber. Make sure your door installer carries out standard dry assembly checks before working on the goods. Doors that require decoration should be decorated with a suitable product prior to installation to fully seal them and prolong their lifetime.
Q. What is dry assembly?
A. Dry assembly checks or pre-installation checks are something that every door installer should carry out prior to installation to ensure that there are no faults or damages as beyond that point it is considered that the door installer deemed the goods to be in a satisfactory enough condition to fit and is acceptance of the goods. Some of these checks can be as simple as looking down the edges of each door from one end to check for faults.
Delivery Information
Please see our delivery page here for more information that may not be shown on this page.
Q. What happens if we have a delivery arranged and it is cancelled?
A. We cannot be held responsible for any consequential loss of earnings caused by a courier delay or product damages, couriers have a difficult job and delays can occur due to Covid, other illnesses or traffic issues.
Q. What is the delivery cost for doors?
A. We can deliver to most UK Mainland postcodes for free within our standard delivery time, alternatively we have Next Day Delivery available at an extra cost if ordered before 11am (subject to product availability and postcode & excludes weekends). Any orders delivered to Scottish Highland postcodes and Offshore Islands will incur a delivery charge. If ordering any ironmongery or joinery items by themselves then a small charge may apply.
Q. Can you deliver anywhere outside the UK?
A. Unfortunately, we supply and deliver only to the UK but we can deliver to any freight forwarder you choose within the UK and you can then arrange your own delivery from there on out. You must ensure the freight forwarder checks over your goods when they recieve them as we cannot be held liable for any damages once the goods have reached you.
Q. Can I request a specific date for delivery prior to ordering?
A. There is a note section when placing your order where you can request delivery dates and although we will try our very best to accommodate your chosen date we cannot guarantee that this will be delivered on the exact date, our courier will contact you beforehand to arrange. We deliver on weekdays only.
Q. Can my goods be left without a signature?
A. There are only certain products we are able to leave without a signature which are specified on the selected products. Doors cannot be left without a signature and someone will be required to sign for these upon delivery. We cannot be held liable for any damages or missing items by leaving the goods in your chosen place.
Q. How long does it take from ordering a door or other product to receiving delivery?
A. We aim to deliver most doors within 3-4 working days within the UK Mainland. Any bespoke made products can vary from 6 – 20 weeks depending on the product. The timescale is given on each individual product so there is no confusion.
Q. How and when do you notify about delivery?
A. Our couriers will either contact you by telephone, text or e-mail to arrange a delivery date, this is usually within 24-48 hours of placing your order. Please ensure someone is in the property at the time of delivery as we cannot leave goods without a signature.
Door Information
Q. What about grain variation of doors ?
A. There are many different species of wood veneered doors to choose from, grain is natural and will vary whether the veneer is pine, oak or walnut - these are just three examples, this is the beauty of wood.
Q. What sizes of doors are available?
A. There are many different sizes and thicknesses to choose from, you can download our PDF size chart or visit our help and advice Door Size page here.
Q. My door is an awkward or unusual size, can you provide it?
A. Yes, most types of ready-made doors can be trimmed to a smaller size but only to a certain extent and some doors can be trimmed more than others. Our Deanta range can be trimmed as much as 16mm on each edge. We also provide bespoke internal doors which you can find here. We also have bespoke external doors here. We may also be able to manufacture if you have a certain design in mind, just contact us.
Q. What else can you provide besides doors?
A. We can provide door frames as well as architraves, skirtings, handles, locking systems, latches, hinges and many other types of accessories to suit our extensive range of internal and external doors.
Q. What type of doors can I buy?
A. Click on our product tabs at the top of the page to see the wide range DirectDoors have to offer. You will discover a range of top quality internal, external, fire, pocket, sliding and folding doors. Our filters will help quickly narrow down the options.
Q. Do you offer a fitting/installation service with the doors?
A. No, we are a ‘supply’ only but in some instances, we can provide pre-hung door sets which will make installation much easier for your installer.
Q. Do you sell fire rated bi-folds or folding doors?
A. No, this is not something we can provide but at DirectDoors.com we never say never and we will always welcome customer suggestions for the types of products that you would like to see on our website.
Q. Can you make or cut doors or frames to size?
A. We can advise on how to adjust most doors to size and we make both doors and frames in solid timber in a traditional joinery workshop. We can make doors/frames to size.
Q. Can I return my Thruframe product?
A. All of our Thruframe products are manufactured and created by DirectDoors and these are classed as bespoke items and therefore cannot be cancelled or returned once you have placed your order. These are cut specifically for you to suit the sizes you have chosen on the website. This applies to all ranges such as Thruframes, Thrufold Folding Doors, Thruslide Sliding Doors, ThruEasi Room Dividers, Thru Architraves and Skirtings, these are all individually noted on each product page and with a confirmation of acceptance button to make it as clear as possible.
Other Information
Q. My order is damaged or incorrect, what do I do?
A. We do apologise if you have received your order incorrectly or if it may be damaged, we do our very best to ensure your goods are well protected and correct before we dispatch. If you find that your goods are damaged or incorrect at all, please sign for the goods as ‘Damaged’ upon delivery. We do require an e-mail from you as soon as possible with an image of the damaged or incorrect goods you have received. Once we have received this, our dedicated sales team can investigate further and get a replacement dispatched as soon as possible for you.
Q. Do you do discounts?
A. We have a multi offer discount available on most products, so the more doors you order, the more discount you will receive. Occasionally there may be a small seasonal discount voucher shown on the front page of our website, please keep an eye out for this.
Q. I am a Trade customer, can I sign up to a Trade account?
A. Yes, you can sign up for a Trade account here where you will receive a 5% discount automatically on all orders you purchase with us. If you have a bulk order, then contact us for a quotation.
Q. What if I don't like the product or have ordered incorrectly?
A: Any product can be returned (except bespoke timber, bespoke or made to order doors & frames, bespoke fire, PVC doors or composite doors) but we must receive notification within 7 days of delivery and any item must be returned by your own courier at your own expense, if it is small enough for Royal Mail to deliver it we are happy to accept this route but cannot be responsible for any item that goes missing by any of your chosen returns routes.
B: In some instances we can offer a courier to collect this for you however a charge will apply and we cannot accept liability for any damages, we prefer the consumer to return the goods and are not bound to offer a collection service.
C: Items must be received back in our care in the packaging they were supplied in and with all items including fitting instructions or other paper work sent originally within the product, they must be without damage in order to receive a refund, no refunds will be completed until the goods are received and checked for damage. We aim to refund you within 14 working days.
D: Finally, we have a right to deduct an amount from the reimbursement (or charge a consumer) if you have diminished the value of the goods by handling them beyond what is necessary to establish their nature, characteristics and function. The Regulations establish a test as to whether consumers have handled the goods in a way beyond what might reasonably be allowed in a shop. The following examples will attempt to illustrate this concept:
- A consumer has begun the process of fitting an item, evidence such as screw heads being "burred", hinges, latches or locks having been attempted to be fitted or lastly anything that has been done to alter the shape or size of the original supplied product.
- A consumer returns flat pack furniture, which they have clearly attempted to assemble by opening packs of screws and trying to put parts together. The consumer has not acted reasonably and you can make a deduction for diminishing the value
Q. What happens to my private details such as my e-mail, address, card details etc.?
A. We are part of the Trustwave system of controls regarding all data which Streamline the market leader in card services insist we comply with, your card details are never actually sent or viewed by us which means we have a very high security system in place at all times. We do not heavily use your email to try and pester you with future sales nonsense, an occasional reminder that we are here and happy to be of service is all you may receive, your details are never passed onto a third party.
Q. What is FSC, what do the initials against certain products stand for?
A. FSC stands for Forest Stewardship Council, it is primarily a force for good as far as sensible control of the worlds timber resources are concerned, we will be adding our own registration to the site at the earliest opportunity.
Q. What is Part L and Part M?
A. Part L is the required level of insulation for doors and windows, read more here. Part M Is a regulation in place to allow wheel chair access into a property, read more here.
Q.I don't understand some of the terminology being used, can you explain?
A. Yes we can, see below our PDF of this "Glossary of Terms" for wooden doors.