Frequently Asked Questions
How do I contact you?
You may, of course, contact us at anytime using the contact form or by email, and we will usually respond on the same day or if received outside office hours, on the following working day.
So how does it all work?
Once XL has processed your order, it will be ready for despatch. This is usually the same day that they process your order, but could be longer in busy periods.
Your order is then collected by a haulage company. The haulage company will contact you to arrange a mutually acceptable delivery day.
Delivery will be to a ground floor front door, so please ensure that there is someone available to move the doors to a suitable storage area - ideally in the same room that the door/s will be fitted in.
For large orders, please have someone available to help the driver off-load your order. When your doors arrive, make sure you check the packaging for obvious signs of damage before you sign for them. If you suspect damage, check the door. If there is damage to your door, do not accept the delivery. We advise that you take a photo of the damaged area.
It is important that you check for edge damage BEFORE accepting delivery. You must contact us immediately you notice any damage. The longer you leave it, the more difficult it is to prove responsibility.
We recommend that you unpack your door immediately after delivery and check it over thoroughly.
How does the rebate effect the width of door pairs?
Always consider a door pair as if it is one complete wide door.
If you look at the dimensions under the specification heading, you will see the door height , door width and door thickness.
The door width is the total door width and allows for a 2-3mm clearance between the two doors.
A 60" door pair is 1981 x 1524 x 40mm (60")
The 1981 is the height in mm
The 1524 is the total door width in mm (including 2-3mm clearance between doors)
The 40 is the door thickness
The 60" in brackets is the equivalent imperial size in inches - the way most doors are specified.
I have a non-standard door. Can you make one to my size?
What do you mean by unfinished?
How much can I cut off the door?
Internal doors - a maximum of 6mm along each edge (12mm from the total width and height). You must reduce the width or height by removing material equally from both edges.
External doors - a maximum of 12mm from each edge can be removed safely. Always remove equally from both edges - never from one side.
Fire doors - a maximum of 3mm off each edge.
Please check against each online product for specific details.
Will the door glass be toughened?
Yes, all the glass in our doors is toughened. We use only toughened glass to BS6206(A) or BS EN 12150 safety standards. We do not use any other form of safety glass.
What is the thickness of the glass?
4mm for Flat Glass;
6mm for Bevelled Glass;
14mm for Double Glazed, and
18mm for Triple Glazed.
I have just received a glazed door with obscure glass, what are the clear patches on the glass?
The bars in the glass in our door are all wonky and don't look good? Will you replace them?
I have a broken pane of glass in my door. Can you supply a replacement?
Do you deliver to my address?
We currently deliver to all UK MAINLAND addresses. Unfortunately, we do not offer deliveries to the following postcode areas: BT, GY, HS, IM, IV, JE, KA, KW, PA, PH, PO, TR, ZE.
How much is delivery?
Delivery costs vary with the quantity of doors ordered.
Delivery charges are as follows:
1 Door £ 40.00 + VAT
2 Doors £ 45.00 + VAT
3 Doors £ 50.00 + VAT
4 Doors £ 55.00 + VAT
5 Doors+ £ 60.00 + VAT
Are your Oak doors made from solid Oak?
All our XL internal Oak doors have an engineered construction.
This has many benefits over solid doors made from Oak:
1. The doors are less susceptible to movement, ie, warping & swelling.
2. Doors have a much better colour match as all door components are veneered.
3. Better use of timber with less wastage, so better for the environment.
4. Engineered doors are more resistant to environmental fluctuations, e.g. cold & heat cycles - cold rooms during winter heating cycles.
Why can't I use Wax, Teak Oil or Varnish?
During the manufacture process of a door, the doors moisture content is carefully controlled.
Using finishes such as Wax, Teak Oil or varnish will not seal the moisture content into the door adequately. This allows moisture to be absorbed and moisture loss to occur which causes doors to swell and shrink.
Only a fully painted finish (that is, primer, undercoat & gloss) or high performance wood stain/lacquer is effective in sealing the door correctly.
Do I need an Intumescent strip? What is it?
An intumescent strip is an important component of a Fire Door.
If you have a fire door fitted, you must also fit an Intumescent strip around the door to ensure it achieves its specified fire rating.
It is placed around the edge of the door and is designed to automatically expand when exposed to extreme heat, sealing the gap between the door and door frame.
This helps to contain a fire long enough to allow time to escape.
The operation of the Intumescent strip plays a very important role in isolating a fire to one particular area (preventing the fire from spreading), helping to protect people and minimising damage to the building itself.
It differs from a smoke seal which is used to block smoke only, and not contain a fire.
I've ordered the wrong door. What can I do?
If you have ordered the wrong door, or you realise it's not quite what you want, then contact us on 01938 557733 as soon as you can. We will accept doors back provided that they are in a resalable condition. They must not have been worked on, must be free from damage and they must be returned complete with packaging and all supplied parts. Any item received with the door as part of an offer or promotion, must also be returned. Bespoke doors cannot be returned since they have been specially made to your requirements. Once you have contacted us, we will arrange for the door or doors to be collected. There is a collection charge of £45+VAT for the first two doors, plus £5+VAT for every additional door.
The refund will be authorised once the door has been received, checked and accepted by XL Joinery.
How do you care for the environment?
Wonkee Donkee XL Joinery and XL Joinery are passionate about the environment and sourcing sustainable timber for our products. 90% of all XL doors are FSC or PEFC Certified.
Together we ensure that the wood used in our products are not illegally sourced.
So, when you purchase from us, you can be sure that they have been manufactured following responsible forestry practices, minimising the impact on the environment.