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30 DAY RETURNS POLICY

FAQ

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GB DIY Store is a supplier of uPVC window and door hardware to both consumers and trade. We often get asked a wide range of questions and this page should help answer the most frequently asked questions that we receive. If you can't find an answer to your question, please contact us.

 

About Us

Where are you based?

Our warehouse is based is located at Unit 3 & 4, Fox Covert Way, Mansfield, Nottinghamshire, NG19 0FR.

Do you have a shop or trade counter?

Yes, we have a trade counter and welcome both consumers and trade customers. The shop is located at Unit 3 & 4, Fox Covert Way, Mansfield, Nottinghamshire, NG19 0FR.

 

Contact Us

How can I contact you?

You can contact our team in any of the following ways.

Phone: 01623 622205

Email: sales@gbdiy.co.uk

Live chat

Contact form 

Can I find you on social media?

Yes, we actively post on a number of social media sites. Here are links to our profiles.

Facebook

Instagram

YouTube

How long does it take to respond to my query?

If you have sent us an email during our working hours we would typically respond to you the same day. If you send an email outside of working hours or at the weekend we will respond to you on the next working day.

 

Delivery

How long does delivery take?

If you order before 3pm we will dispatch the same day. The speed of the delivery depends on what delivery service you select during checkout. We can deliver as quick as the next working day.

How much is delivery?

The cost of delivery depends on the items you have ordered and what service you require. Please proceed to checkout where you will be presented with shipping prices relevant to your order.

Can I collect my order?

Yes we offer a collect in store service. Please ensure you select this option during checkout.

What couriers do you use?

We use Royal Mail and DHL.

How can I track my order?

All our delivery services are fully tracked. Once your order has been shipped we will email you a tracking link so you can see where your parcel is. Some of our delivery services will also provide you with an estimated delivery window on the day of delivery. 

 

Returns

What is your return policy?

We offer a 30 day no quibble returns policy. This means you can return your order for a full refund within 30 days of you receiving it. Please read our full returns policy for more details.

What if the item I received is faulty, damaged or not as described?

Please get in touch with us as soon as possible. We will provide a replacement or refund. Please read our full returns policy for more details.

Who pays for return shipping?

If you are returning your order because you ordered the wrong item, you've changed your mind or no longer require it then you will be responsible for the returns costs. If the item is being returned due to a fault, damage or is not as described we will cover the returns cost.

 

Payments

Is it safe to checkout on your website?

Yes our website is fully secure. We use industry standard SSL encryption to protect all of your details. We never store your card or payment details on our store. Your payment details are securely transmitted to our payment provider (PayPal / Braintree) where it is subject to fraud screening measures and the payment is processed securely.

What payment options do you offer?

You can checkout using a debit or credit card or PayPal.

 

Products & Guides

Can you tell me what item I need?

Our team of friendly experts can easily and quickly identify the item you need. If you're struggling to work out what you need to order just get in touch with our team so that we can help you.

How to measure my door handle?

You only need to measure two things on your uPVC door handle. The first one is the distance between the two fixing holes. The second measurements is known as the PZ Centre. This is measured from the centre of the handle lever to the centre of the circular part of the key hole. We have an easy to read step by step guide and video to help with this right here.

How to measure my door lock euro cylinder?

To measure your euro cylinder you simply need to measure from the centre screw hole to the outside edges. This will give you two sizes which makes up the size of your door lock. The two sizes should equal the overall length of the cylinder. So a 40/40 would be 80mm in total length.

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What is a backset?

The backset is a measurement we use for measuring the depth of door lock gearboxes. This measurement is taken from the face of the gearbox (including the rail it's attached to) to the centre of the square spindle hole.

Do I need a left or right handed window handle?

The handedness of a window handle is determined by what hand you use to operate it with. So if you use your right hand to open the window, its a right handed window. There are window handles which are referred to as inline, these handles are not handed and can be installed on both left and right handed windows. Please view our range of window handle guides for more information.

How do I check if an item is in stock?

We display what we have in stock directly on the product page.

 

Your Order

How do I place an order?

Please place your order through our website. If you're having difficulty with anything then please contact one of our team.

Was my order successful?

Once you have successfully placed your order you will be taken to an order confirmation screen. You will also receive an order confirmation email showing you all the details of your order.

I made a mistake, can I change my order?

If your order hasn't been dispatched yet we can change or cancel your order. Please get in touch with one of our team as soon as possible.

Can I cancel my order?

If your order hasn't been dispatched yet we can change or cancel your order. Please get in touch with one of our team as soon as possible.

My order hasn't arrived

If you order is late please contact us right away. All of the orders we send are fully tracked so we should be able to locate your parcel and find out exactly what is happening for you.

 

Privacy

Do you store my personal information?

If you place an order with us we do store your name, address, phone number and email address. This information is stored and used purely for the purpose of fulfilling your order with us. For full details please read our privacy policy.