Dedicated Customer Support - Your Oak Door Journey
Welcome to the Aftersales Support Center at UK Oak Doors. Here, our commitment to your satisfaction extends well beyond your purchase. We understand that the true test of quality is in the lasting experience of our products.
Our dedicated team is ready to assist you with any post-purchase inquiries, ensuring that your oak doors continue to enhance your home for years to come. From maintenance tips to warranty information, we're here to provide comprehensive support, guaranteeing peace of mind alongside our exceptional oak doors.
Customer support is closed from Christmas day and will reopen on 2nd January 2025.
FAQs


Where is my delivery?
Our standard delivery service takes between 3 and 5 working days from dispatch . You will be contacted directly by our carriers (once your goods leave our warehouse) to confirm a suitable delivery slot to you.
Please note that this is NOT the case for express delivery, you will not receive contact from the courier, with the aim to avoid delays in the Express delivery 48 hour service


Who will deliver my order?
We work with a small handful of different couriers to ensure we can offer the best and most efficient service. The courier is decided depending on what goods you have ordered and what service you have paid for. For example, if you order one tin of oil, we won’t send that with the same company we would send out twenty doors with!
Your chosen courier is confirmed via email once it has left our warehouse but if you would like more information before it is sent then please don’t hesitate to give us a call and we can go into further information on an individual basis.


Not all of my delivery has arrived?
From time to time, we separate our orders and will ship using various carriers for a variety of reasons. Please check your paperwork that arrived with the delivery. Each piece of paperwork that arrived with the delivery will confirm exactly what should be there. You will receive emails from us when items are passed to the various carriers. If you are unsure, please email [email protected] or call 01455 565 565 and be sure to press option 2 which will take you to the delivery team who will gladly check everything for you.


Can I choose an alternate delivery address?
If you would like your order shipping to a different address to that of your billing address, you can do this at checkout. For security purposes, your order may be held whilst we await further identification from yourself if our payment system flags up an order as potentially fraudulent. This is a standard practice and is in place to protect you, just as much as us. If you are unsure, please email [email protected] or call 01455 565 565 and be sure to press option 2 which will take you to the delivery team who will gladly check everything for you.


My delivery has arrived – how do I proceed?
With delivery being kerbside, you must bring the items into the home and store them flat in a dry room. Items can be stacked. Within 48 hours, you must have opened all of the packaging and checked the goods over in full to ensure that you are happy with your order. If you are not treating them with a hardwax oil straight away, cover them over in their original packaging.
Please Note if your delivery arrives on a pallet, this will be classed as kerbside which means the driver will not deliver into your property.


My door is damaged - what do I do.
Contact our aftersales support team as soon as possible with images of the damage and the damaged package. All damages must be reported within 48 hours of receipt. [email protected].


My goods arrived damaged – what can I do?
Contact our aftersales support team as soon as possible with images of the damage and the damaged packaging. All damages must be reported within 48 hours of receipt to [email protected]. It is only customer services that can assist with this via email.


Can I inspect my items for damage?
Yes, you can. Drivers and delivery depots are only paid for their job if they get a signed delivery note. If you do not sign - they cannot leave you as they won't be paid. So, you are entitled to check the goods before signing. PLEASE ALSO NOTE - if you sign the paperwork, it does state “RECEIVED IN GOOD CONDITION" so with that mind, you are agreeing that the goods arrived in satisfactory condition and the delivery is complete without issue. If you have a damage complaint IT MUST BE NOTED, and you should refuse delivery altogether.
We insist that all of your goods are thoroughly checked over within 48 hours and any issues must be reported within the time frame.


Aftersales support - I want to return my door - can I ?
Yes, you have 14 days from the date of delivery to return your goods back to us. The goods must be returned in a re-saleable condition in their original packaging. Please contact our aftersales support team who can arrange the returns paperwork and confirm your details. Please note that we do not offer a collection or exchange service, the goods must be returned by the customer, due to insurance reasons.
For more inforation about Delivery click HERE


Why do I need a porch or canopy for my external door?
The effects of harsh weather conditions like wind, rain and snow can all contribute to rot and damage. Because Oak is a natural product, we do not recommend that external oak doors are directly exposed to the elements, so the door will need to be enclosed within a porch or under a canopy. To further ensure they last for as long as possible, you must treat them with a suitable HARDWAX EXTERNAL OIL ONLY before fitting them, and then clean and re-treat them every two or three years. See below our guide to correctly treating your external oak doors.


What are the key storage and maintenance guidelines for external oak doors?
Store your external oak doors flat, dry, and raised from the ground, keeping all packaging intact. Avoid damp areas and heat sources. Regular checks and treatments are recommended, with re-treatment every 6 months for the first two years, then every 2-3 years.


How should I finish and fit my external oak door?
Use high-quality external treatments, such as Impranol Oils, with at least 3-4 coats for UVA protection and waterproofing. Clean the door with thinners or methylated spirits before treatment. Fit the door with a hardwood frame and at least three high-quality butt hinges, using stainless steel or brass screws.


What makes the construction of your solid oak doors superior?
Our solid oak doors are crafted for optimal strength and appearance, using multiple pieces of bonded solid oak. This method offers enhanced stability and prevents warping, ensuring durability and natural beauty. All our solid oak doors are supplied pre-sanded, unfinished, or optionally pre-finished in-house


How do veneered doors differ from solid oak doors?
Veneered doors, being a more budget-friendly option, lack the ability to be sanded and retreated like solid oak doors. They have a manufactured grain on the surface, replicating the appearance of natural wood, but do not possess the continuous grain throughout like solid oak doors.
For more information about Soild oak doors see our deicated page HERE


How should I inspect and store oak doors before treatment?
Inspect the doors thoroughly within 48 hours of delivery, checking for faults. After inspection, reseal the doors in their packaging and store them flat and raised off the ground in a dry room to prevent moisture absorption.


What is the recommended process for treating oak doors?
Use dust sheets, sanding pads, Hardwax Oil, and other specified tools for treatment. Sand the door with 80-120 grit sandpaper, apply two coats of Hardwax Oil (three for high humidity areas), and ensure even application with long strokes. Treat all parts of the door, including edges and cut-outs.
For more information please read our guide on how to treat Oak Solid Doors HERE


Are there any guarantees on your products?
We offer a 12 month manufacturing warranty for product defects where goods are stored, utilised and treated in accordance with our instructions. This does not affect your statutory rights and UK Oak Doors is under a legal duty to supply goods that conform with the contract.
The Warranty does not cover natural changes in the products, including movements, cracks, shakes and colour changes – this reflects that some of our products are made from natural material, such as wood.
Please do review the care instructions for our products before you purchase goods from us. This includes recommendations and requirements for where our oak doors should be fitted and treated. Our oak doors are not suitable for certain external uses or require specific treatments. Oak is a natural product and is prone to absorb moisture.
Full terms and conditions are found HERE

