Welcome to the National Glazing Solutions Ltd Help Centre.
Here you can find answers to common questions about ordering, product configuration, measurements, delivery, payments, glazing, doors, windows, returns
and after-sales support.
If you cannot find the answer to your question, please contact our customer service team using the contact details provided on our website.
How do I place an order?
Our products can be configured and ordered directly through our website. Select the product you require, choose the available options, enter your measurements and specifications, review your order carefully and complete the
online checkout process.
For made-to-measure products, please make sure that all measurements and selected options are correct before placing your order.
Can I order a bespoke or made-to-measure product?
Yes. Many of our doors and windows can be manufactured to your specific requirements.
Depending on the product, you may be able to select:
- Width and height
- Colour and finish
- Number of panels
- Door or window configuration
- Opening direction
- Glass specification
- Handles and hardware
- Threshold options
- Cill options
- Other available product specifications
Available options vary by product.
Can I order directly through the website?
Yes. Our website is designed to allow customers to configure eligible products and place orders directly online.
There is no requirement to request a quotation before placing an order.
What happens after I place my order
Once your order has been placed, we will review the order details and specifications.
Where applicable, a manufacturing specification or drawing may be prepared for
confirmation before production.
Production will proceed in accordance with the confirmed order specification.
Can I change my order after placing it?
Please contact us as soon as possible if you need to change any part of your order.
We will consider change requests before production begins. Once a made-tomeasure product has entered production, changes may no longer be possible.
What units should I use for measurements?
Unless otherwise stated on the product page, measurements should be provided in millimetres (mm).
Please carefully check all measurements before placing your order.
How should I measure my opening?
Measurements should be taken carefully from the actual structural opening or finished opening, depending on the product and installation requirements.
We recommend taking measurements at multiple points, particularly for larger openings, and checking whether the opening is square, level and plumb.
What if the top and bottom measurements are different?
Do not assume that the opening is square.
If the width or height varies at different points, provide the relevant measurements
and contact us if you are unsure which dimensions should be used for your order.
Who is responsible for providing the measurements?
Where the customer provides the measurements used to manufacture a made-tomeasure product, the customer is responsible for ensuring that the measurements
supplied are accurate and suitable for the intended installation.
We recommend that measurements are checked by a suitably competent person.
Do you provide installation?
Our products are supplied for installation by the customer or their appointed installer
unless installation is specifically included as part of the order.
Customers are responsible for ensuring that the installer is suitably competent for the
product being installed.
Can I choose the colour?
Yes. Colour options depend on the individual product. Available colours may include options such as Anthracite Grey, Black, White and other finishes where specified on the relevant product page. Please check the product configurator for the colours available for your chosen product.
Can I choose the opening direction?
Measurements should be taken carefully from the actual structural opening or finished opening, depending on the product and installation requirements.
We recommend taking measurements at multiple points, particularly for larger openings, and checking whether the opening is square, level and plumb.
Can I choose the number of panels?
For products such as aluminium bifold doors, the available panel configurations will be displayed during the configuration process.
The available number of panels depends on the product and size selected.
Can I choose different glass options?
Available glazing options vary depending on the product.
The available glass specifications will be displayed on the relevant product page or within the product configurator.
Can I choose different hardware?
Where different handles, locking systems or hardware options are available, these will be displayed as part of the product configuration.
Please check the selected hardware before completing your order.
Are your aluminium bifold doors suitable for external use?
Our aluminium bifold doors are designed for use as external doors where the selected product specification is suitable for the intended application.
The correct configuration, glazing, threshold and installation method should be selected for the intended use.
Are the bifold doors double glazed?
Yes, our aluminium bifold doors can be supplied with double glazing where specified on the relevant product configuration.
Please check the product specification before ordering.
What is the U-value of the glazing?
The U-value depends on the glazing specification selected.
Where an A-rated double-glazed unit with a U-value of 1.2 W/m²K is specified, this relates to the glazing unit specification.
Please refer to the individual product details for the applicable performance information.
How many panels can I have?
Available panel configurations depend on the product and overall dimensions. The options available will be shown during the product configuration process.
Can I choose a traffic door?
Where available, traffic-door configurations will be shown as an option during product configuration.
What threshold options are available?
Depending on the product, threshold options may include a standard threshold or a low threshold.
Please check the available options for the specific product before ordering.
Are the doors security tested?
Where a product has specific security testing or certification, the applicable information will be displayed on the product page.
For example, where applicable, security performance may include PAS 24 testing.
Can aluminium windows be made to measure?
Yes. Our aluminium windows can be manufactured to the dimensions and configuration selected when ordering, subject to the available product specifications.
What opening options are available?
Depending on the product, options may include:
- Fixed
- Side Hung
- TopHung
- TopGuided
- Combination configurations
Available options vary by product.
What colours are available?
Colour options depend on the product. Common options may include:
- Anthracite Grey
- White
- Black
Please check the product configurator for the available options.
Can aluminium windows be double glazed?
Yes, where double glazing is available for the selected product.
The applicable glazing specification will be shown during configuration.
Can uPVC windows be made to measure?
Yes. Our uPVC windows can be manufactured to the measurements and configuration selected when ordering, subject to the available product specifications.
What opening styles are available?
Depending on the selected product, available opening styles may include:
- Fixed
- Side Hung
- TopHung
- TopGuided
- Combination Windows
Please check the individual product configuration for available options.
Can I choose the colour?
Yes. Colour options depend on the product.
Available options may include Anthracite Grey, White and Black.
Do you supply aluminium doors?
Yes. We supply a range of aluminium door products, including bifold doors, French doors and single doors, subject to the products available on our website.
Do you supply composite doors?
Yes. We offer composite doors with different confi gurations and options depending on the product.
Do you supply uPVC doors?
Yes. uPVC door options are available where shown on our website.
Can doors be made to measure?
Many of our doors can be manufactured to customer-specified dimensions. Please enter the correct measurements when configuring your product.
Are your doors suitable for external use?
Product suitability depends on the specific door, configuration, glazing, threshold and intended application.
Please check the individual product specification before ordering.
What is double glazing?
Double glazing consists of two panes of glass separated by a sealed insulating space.
It can provide improved thermal insulation and help reduce heat loss compared with single glazing.
What is a U-value?
A U-value measures how effectively a material or glazing unit limits heat transfer. Generally, a lower U-value indicates better thermal insulation.
What does an A-rated window or glazing unit mean?
An energy rating provides an indication of the thermal performance of the relevant window or glazing product.
The exact performance depends on the complete product specification, including the frame, glazing and configuration.
Can I request tinted or solar-control glass?
Available glazing options depend on the individual product.
If a particular glass specification is not shown in the online configurator, please contact us before placing the order to confirm whether it is available.
Where do you deliver?
We offer delivery to locations across the UK, subject to the delivery terms and coverage applicable to the order.
Additional delivery charges may apply depending on the location and product.
How long does delivery take?
Lead times depend on the product, specification, manufacturing requirements and current production schedule.
Any estimated delivery or dispatch information provided at the time of ordering should be treated as an estimate unless a specific delivery date has been expressly agreed.
Where will my order be delivered?
Unless otherwise agreed, deliveries are made to the front of the property or an accessible delivery point.
The delivery vehicle must be able to safely access the delivery location.
Will the delivery driver unload the products?
Customers should be prepared to provide suitable assistance where required to safely unload large or heavy products.
Delivery drivers may require assistance with unloading.
What should I do when my order arrives?
Please inspect the products as soon as reasonably possible after delivery. Check the packaging and products for visible damage before installation. If damage is identified, take clear photographs of:
- The damaged product
- The packaging
- Any visible impact or damage
- The delivery condition
Then contact us as soon as reasonably possible.
Prompt reporting helps us investigate the issue efficiently.
Do your prices include VAT?
Unless specifically stated otherwise, prices displayed on our website include VAT where applicable.
Will I receive a VAT invoice?
A VAT invoice can be provided where applicable.
What payment methods do you accept?
Available payment methods will be displayed during the checkout process.
Are delivery charges included in the product price?
Delivery charges may be separate from the product price unless clearly stated otherwise.
Any applicable delivery charge will be displayed during the ordering process.
Can I return a made-to-measure product?
Many of our products are manufactured specifically to the customer’s measurements and selected specifications.
For goods made to the customer’s specification or clearly personalised, the normal statutory 14-day change-of-mind cancellation right may not apply.
This does not affect statutory rights relating to faulty, defective, incorrectly supplied or misdescribed goods.
Please see our Returns & Refunds Policy for full details.
Can I cancel my order?
If you need to cancel an order, contact us as soon as possible. We will consider cancellation requests before production begins.
Once a bespoke or made-to-measure product has entered production, cancellation may no longer be possible.
What if I provide the wrong measurements?
If a product is manufactured using measurements supplied or approved by the customer and those measurements are subsequently found to be incorrect, this may affect the available remedies.
Customers should carefully check all measurements before placing an order and before approving any manufacturing specification.
What if my product arrives damaged?
Contact us as soon as reasonably possible and provide photographs of the product, packaging and damage.
We will investigate the issue and determine the appropriate remedy in accordance with the circumstances and applicable consumer law.
What if I receive the wrong product?
Please contact us as soon as possible.
We may request photographs, measurements, order information or other details so that we can investigate the issue.
If the product does not correspond with the agreed order specification, we will address the matter in accordance with applicable consumer law.
How long does a refund take?
Where a refund is legally or contractually due, it will be processed in accordance with the applicable legal requirements and the circumstances of the order.
Please see our Returns & Refunds Policy for further information.
Do your products come with a warranty?
Warranty terms depend on the individual product and manufacturer specification.
Where a manufacturer’s warranty applies, the relevant warranty information will be provided with the product or stated on the applicable product page.
What does the warranty cover?
Warranty coverage depends on the individual product and warranty terms.
Warranty protection does not normally cover damage caused by incorrect installation, misuse, accidental damage, unauthorised modification or failure to maintain the product where such exclusions apply.
Please refer to the specific warranty terms applicable to your product.
Do you provide installation instructions?
Where applicable, installation information may be provided with the product. Installation should be carried out by a suitably competent installer.
Can I install the product myself?
Customers may arrange their own installation, but large doors and windows can be heavy and require appropriate equipment, experience and installation methods.
We recommend using a suitably qualified or experienced installer.
How should I maintain my doors and windows?
Regular cleaning and maintenance can help keep your doors and windows operating correctly.
The specific maintenance requirements depend on the product, frame material, hardware and glazing specification.
Follow any maintenance instructions supplied with the product.
Can I modify my product after delivery?
Do not modify, drill, cut, alter or otherwise change the product without confirming that the proposed modification is suitable.
Unauthorised modifications may affect product performance and warranty coverage.
What is a RAL colour?
RAL is a standardised colour-matching system commonly used for paints and powder coatings.
For example:
- RAL7016 –Anthracite Grey
- RAL9005 – Black
- RAL9010 – White
The appearance of a colour can vary depending on lighting, screen settings and surface finish.
What is a threshold?
A threshold is the lower section of a door system that forms the transition between the internal and external areas.
Different threshold options can provide different levels of accessibility and weather protection.
What is a cill?
A cill is the projecting section fitted beneath a window or door frame that helps direct water away from the building.
What is a traffic door?
A traffic door is a designated opening leaf within a bifold door system that can be used for everyday access without opening the entire set of panels, where the
selected configuration provides this feature.
What is a trickle vent?
A trickle vent is a small ventilation opening designed to provide background ventilation while the window or door remains closed.
Availability depends on the selected product.
What is PAS 24?
PAS 24 is a UK standard used for assessing the security performance of certain doors and windows.
Where a product is stated as PAS 24 tested, the relevant test applies to the specified product configuration
Before completing your order, we recommend checking:
- Yourwidthand height measurements
- Product type
- Colour and finish
- Number of panels
- Opening configuration
- Opening direction
- Glazing specification
- Handles and hardware
- Threshold
- Cill
- Delivery address
- Contact details
- Any other selected options
For made-to-measure products, carefully checking your order before production is particularly important.
Once production has started, changes may no longer be possible.
If you cannot find the answer to your question in our Help Centre, please contact National Glazing Solutions Ltd using the contact details provided on our website.
When contacting us about an existing order, please provide:
- Yourname
- Order number or reference
- Product ordered
- Description of your enquiry
- Relevant measurements
- Photographs or videos where applicable
Providing complete information helps us respond to your enquiry as efficiently as possible.
Related Policies
Please also refer to:
- Privacy Policy
- Terms&Conditions
- Returns & Refunds Policy
- Delivery Information
- WarrantyInformation
These documents provide further information about ordering, privacy, delivery, cancellations, returns, refunds and your statutory rights.