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How Do I Place An Order?

All orders must be placed via email, fax.

For all standard doors and door frames, please mention our frame code and your required size including left or right handing for sidelights.  
For any custom door frames, doors and windows, please email or fax us with your plans or detailed drawings/photos for our staff to provide you with an appropriate and prompt quote.

Please note: before commencement of any work, we require a signed and accepted quote with a 50% deposit.


How long will my order take?

We strive to provide our clients with prompt service and turn around times.

  • For timber door frames we allow at least 5 days from placement of deposit.

  • For timber windows and doors we allow at least from placement of deposit.

  • For Staircases we allow at least from placement of deposit.

  • Turn around times can vary depending on work load and availability.  We will advise if changes to turnaround times are to be made.


Payment and Shipping.

We accept most types of payments including credit card, COD.

  • Shipping can be organised using our transport company and will be allowed for in your quote.

  • We also offer local deliveries for a surcharge depending on location. Please contact us for rates.

  • Pick up from our factory is also most welcome and a preferred method of shipping.


Secure Ordering & Payment Options.

For any online purchases, we use secure payment methods such as paypal and credit card.

Credit cards will incur a surcharge which are listed on our checkout page.

Returns & Refunds.
Our return and refund policy reflects that all orders must be reviewed, checked and signed for before commencent however, returns and refunds will only be accepted if DSW Timber is at fault.

Return applications must be made within 5 working days of pick up or delivery of goods. All claims made after the initial 5 day period will incur appropriate fees.

Returns will not be accepted if any damage, discolouration or warping of timber has occured from neglection or incorrect installation of product.

Any alterations after initial job has been ordered will incur appropriate fees.

We strive for customer service and are here to assist with your needs so please dont hesitate to contact us if you have any concerns.


Builders Special Terms.

Our builders special applies only to online purchases. The 10% discount refers to our retail prices only.

To be able to claim the special, the supplied code must be entered into the coupon section on the checkout exactly as written (note that the code is case sensitive). This will automatically adjust the price to include the discount.

Urgent Orders

If your frame is urgently required, then you should provide a clear drawing of the frame (from outside) with dimensions clearly shown.  A quote will be prepared and provided for your sign off, with requirment of full payment. When the signed quote and full payment is received, the order will be advanced to production. Please note that door frame measurements over the phone will not be accepted, as this can lead to misunderstanding of dimensions. 

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