Eclisse Single Fire Rated Pocket Door System

Standard Delivery

We aim to deliver items that are currently in stock within 3-5 working days (excluding Bank Holidays) after the date the order is placed.

Unfortunately at this time we cannot take orders for delivery to British Forces Post Offices (BFPO), any islands, international addresses or the Channel Islands (GY, JE).

The following areas are subject to extended lead times:

Scottish Highlands & Scottish Isles: +3 working days

All locations above Edinburgh are subject to a delivery surcharge due to the Highland location.

Please note that during particularly busy periods, it may take a little longer to receive your delivery and our carrier may attempt to deliver to you on a Saturday.

Working days are defined as Monday-Friday 9am-5pm inclusive, excluding Saturday, Sunday and Public Holidays.

Deliveries are made via courier companies to the “kerb side”. Unfortunately due to insurance guidelines, drivers are not responsible to take goods into your home. Therefore, please arrange for adequate help at the time of delivery. (Please be aware some goods can weigh in excess of 25 Kilos).

Sometimes your order may need to be delivered direct from our suppliers - in the event that your order contains items from multiple suppliers, you may receive multiple separate delivery bookings.

The delivery team will also call or text you to book in the delivery, if this is missed then it may delay the delivery or result in the products not being sent out.

Next Day Delivery

Our Next Day service to most of UK Mainland will be available for orders placed with our sales team from Monday to Friday before 12:00pm for an additional charge (delivery on working days only). Orders placed after 12:00pm on a Friday will be delivered Tuesday.

Returns

Hassle-Free Returns: Easy, Fast, Satisfaction Guaranteed!

At Door Supplies Online we've perfected the art of hassle-free returns. We understand that sometimes things don't work out as expected, but rest assured, your satisfaction is our top
priority. Here's what you can expect:

• Easy Process: No complicated forms or unnecessary steps. We've streamlined our returns to save you time and effort
• Fast Resolution: We work swiftly to process your return, ensuring you receive a prompt resolution
• Satisfaction Guaranteed: If you're not delighted with your purchase, we'll make it right. We offer hassle-free exchanges, store credit, or a full refund
• Shop with confidence knowing that returns at Door Supplies Online are easy, fast, and guaranteed to leave you satisfied

I need to make a return; How does it work?

We have a 30-day cooling off period in which you can notify us of your intention to return the item(s), and a further 30-days from this point to send the items back to us. Your refund will be sent to the same payment method that you used to place the order. As long as the items are in their original packaging, have not been worked on and are in perfect re-sellable condition.

What happens if I want to return goods outside of our 30-day cooling off period?

If your unwanted goods were returned outside of our 30-day cooling off period, we may be willing to authorise an extended period in which you can return the goods, however, this may incur a 15% restocking charge. We would always advise whether this was possible before agreeing it with you and it would only be offered in select circumstances.

Please note: Products must be returned in a new & unused condition, preferably in their original packaging.

I have changed my mind

If you have changed your mind and decided that you no longer want the goods, then you are able to return the items back to us. You would be responsible for the costs of sending the items back to us. We can also arrange to pick them up for you and we would give you a price that our couriers charge to do this. We recommend that if you return the items back to us, you use a fully insured service, in the case that they are damaged in transit so you can claim the full value of them back from the courier. If the goods are returned to us damaged we will not be able to offer a refund.

I have ordered the wrong items

If you have made a mistake when ordering from our website, i.e got the wrong size or the wrong product was chosen, then you are able to return the items back to us. You would be responsible for the costs of sending the items back to us. We can also arrange to pick them up for you and deliver the correct items at the same time and we would give you a price that our couriers charge to do this. We recommend that if you return the items back to us, you use a fully insured service, in the case that they are damaged in transit so you can claim the full value of them back from the courier. If the goods are returned to us damaged we will not be able to offer a refund.

My Goods are faulty or damaged

In the case where the goods you have received are damaged or faulty we would organise a completely free of charge return or replacement for you. Please note that the items must not be worked on and should be returned in the same condition as when they arrived with you or in the same condition as reported. Please inspect the items on arrival and report all problems like this within 3 days of receiving your items. Please note worked on items cannot be returned.

We will ask for you to fill out a returns form and send any imagery of the damages via email. This allows us to resolve the issue as quickly as possible.

Please note: When damages occur we will offer full replacements. Refunds will only be offered when no replacement has been arranged and the damaged products are picked up. Please do not bin the damaged items as we will not be able to offer a refund, we can only offer this after we have received the damaged goods back to us. Damage due to misuse, alteration to the product, or negligence is not covered under our returns policy and refunds cannot be given if these terms are not met.

Non-refundable Items

We have a few items which are made to order or bespoke, meaning these cannot be cancelled or returned as they have been personalised to meet your exact needs. Please check the description of the items to understand if they fall in this category. If the bespoke items are damaged then we will of course offer to replace them for you at no cost to you.