FAQ

Every customer is entitled to make a complaint. Once our company has dealt with it, we try to establish a plan of action to help our customers as quickly as possible. The average time for considering a complaint is 3 to 4 weeks. Depending on the type of issue, we are sending spare parts, new products for replacement, or we refund the money.

Distance is not a problem at all. We do our best to determine the problem and its solution for the customer as quickly as possible. Our Sales Specialists are close to our customers and respond to their expectations at every stage of the order completion as well as after-sales service. We always choose the best way of communication for our customers (Messenger, WhatsApp, email, video calls, etc.) so that we can discuss all the order details and issues that arise together with them.

If any part of the joinery is damaged or missed, new products are ordered as soon as possible. Obviously, if there are unusual colours or non-standard accessories needed, the waiting time may take a bit longer.

We currently have several fitting teams in both Ireland and around London. Thanks to it, we can reschedule the installation day, based on the fitters’ availability and customers’ preferences.

No, at the moment we do not offer uPVC casement windows. However, if you are interested in outward-opening windows and have a larger budget for the purchase of joinery, we suggest you check the offer of top-quality steel and aluminium windows that open outwards HERE. Additionally, we always advise you to check the benefits of tilt and turn windows from our offer. We hope THIS blog post comparing casement and tilt and turn windows may prove useful for you!

We do not provide grants, we do not consider applications, and we do not participate in any grant programs for financing the purchase of joinery. However, we offer our customers energy-efficient products that meet the requirements of the local granting institutions. You can always contact our Sales Team to ask for energy-efficient window and door models that will complement your home energy upgrade. We’ll also provide you with all the necessary documentation (invoices, sales contract and product certificates) required while applying for government funding. If you want to learn more about how we support our Customers in applying for windows and doors grants, go to THIS blog article.

No, we do not currently sell such door types at Fenbro. However, it is possible that they will be part of our offer in the near future. Check our offer of external doors HERE.

The price difference between uPVC and aluminium window and door models can be up to 150%. However, it is worth noting that uPVC joinery is characterised by excellent U-values, while aluminium joinery is known for its impressive life span and resistance to difficult weather conditions. We encourage you to read THIS blog article to learn more about the differences between these two types of joinery materials.

Yes, you can order our products without installation, but then the VAT value will change (according to the applicable local rate). Also, Fenbro does not take responsibility for incorrect measurements (the dimensions must be provided and confirmed by the Customer when placing an order) and further issues related to faulty installation.

Triple-glazed units are always much tighter and more efficient than double-glazed units. As a result, they also contribute to a lower ( and thus, better!) U-value and greater sound insulation. The price difference between a double- and a triple-glazed unit is approximately 10-15%.

Yes, of course, we have certificates for all our products, including energy-efficient windows and doors which might be approved by e.g. your local BER assessor. However, the exact certificate for a particular window or door model included in the quote and order can only be generated after the production is completed. The certificates contain all the necessary joinery technical parameters, which can be used by local institutions to assess the level of building thermal insulation. All the certificates are issued in English. The joinery purchased from Fenbro meets all legal requirements and regulations in the European Union, especially the requirements of the local markets to which we sell.

Yes, tilt and turn windows that open inwards meet the criteria of most buildings and housing estates in the UK in terms of technical parameters and ergonomics. They also have the option of micro-ventilation, so using air vents is not always necessary. Go to THIS blog article to learn more about the pros and cons of inward and outward opening windows.

Unfortunately, due to the privacy policy, we cannot share confidential information such as addresses or contact details of other Customers. However, you can always go to the Realizations section on our website and see our products based on the selected region. Additionally, you can always contact our customers who left their reviews at our FACEBOOK profile.

No, we are not a window and door manufacturer but we are a joinery supplier. It allows us to offer products from many different Polish manufacturers, known for their high quality and reasonable prices. Therefore, we are also able to provide many unusual solutions and window and door models that meet various needs, expectations and budgets.

You can find our customers’ reviews on our Google and Facebook profiles and on our website HERE .

Generally, inward-opening windows (the so-called tilt and turn windows) are a very popular solution throughout Europe. They allow you to either open or tilt the window and have the micro-ventilation option, which is very useful in winter. In everyday life, the tilt option is most often used as it does not take up much space inside the room. Inward-opening windows are also much easier to clean. To learn why you should choose inward opening windows, go to THIS blog article.

Apart from price and design, the most important parameter is the heat transfer coefficient (or U-value). This is the main factor deciding about price and quality of the product. It is called Uw for windows and Ud for doors. Generally, the lower the value, the warmer the window or door is. The coefficient equal or lower than 0.9W/m2K can be considered passive or energy-efficient. With such a U-value, you can be sure that you have chosen windows/doors with really good thermal insulation.

Yes, you can buy glazing units for your old windows at Fenbro. In order to do it, you have to contact our Sales Team HERE and provide the exact number of panes, the thickness of the unit and the width and height [mm]. You may also need new glazing beads when replacing old windows. Remember that we do not provide the service of glazing units replacement in the windows that were not purchased from us. Glazing units, just like windows, are a personalised product and thus, they are non-returnable.

The required U-value depends on the location of the project, type of building (domestic or non-domestic) and the application (floor, wall or roof). We don’t want to make any false conclusions or miss any important piece of information. That’s why before we can answer this question, we would need a joinery list together with the dimensions of your windows (height and width). Is it possible for you to provide us with such a list? For sure, your architect can create one according to the building plans.

To make sure you get the best possible price from us, we need to know what the offer you got from our competition looks like. Therefore, please send us their quote, and then I’ll get back to you with a new offer.

Currently, we do not offer sash windows, but we do not rule out that such a possibility will appear in the near future. At the moment, our bestsellers include tilt and turn uPVC and aluminium windows that open inwards. They can also be made in the design imitating the appearance of sash windows. Check our wide window offer HERE.

After you have paid for the order, it is no longer possible to make any changes in the product specification (product types, sizes or colours) nor to cancel the order. All units are specially made to order, and consequently, the contract is not subject to cancellation. If you cancel the order, then Fenbro shall have the right to retain the received payment and in addition, to claim against you for any costs incurred and for any loss of profit which accrues.

Once we have the final dimensions from the fitter, the Fenbro Sales Specialist updates the offer in accordance with the guidelines (e.g. dimensions and opening patterns). However, all details, such as colours, accessories, etc., should be agreed with the Sales Specialist, not the fitter. When all changes have been checked and accepted by you, the Sales Specialist sends the contract (agreement) for electronic signature. After signing the contract, you must pay for the order. You can either make a one-time (100%) in advance (with a 2% discount if the order value exceeds €3,000 NET for the products) or pay in 2 instalments (if the order value exceeds €6,000 NET for the products). In the case of the latter, you pay 50% after signing the contract and another 50% before shipping the goods. After paying for the order, you receive a time plan by email regarding the execution of the order (lead time, delivery and installation).

Yes, we do sell joinery to private customers. Even if you don’t have any expert knowledge of windows and doors, you can go to our Blog and Brochures . It is there where you can learn how to choose joinery, find out how windows and doors are constructed and check why Fenbro is the best choice. For regular customers, we have a special discount, too!

Unfortunately not. The minimum order value is 5 windows or the equivalent of Net €2,000 (value of products from the order). When ordering 1-4 windows, the shipping cost is disproportionately high in relation to the value of the windows. However, we can easily ship single entrance doors, composite or wooden, and the shipping cost is Net €300.

We currently do not have a showroom in your country. However, most of our product and colour samples are available at our installation teams in Ireland. You can contact the fitters if you want to see our products (this is free of charge). In addition, when a measurement is scheduled with our fitters, they will bring available window sections and colour charts for you to see.

Remember that a fitter’s visit costs £/€200. This deposit is deducted from the total order value when the contract is signed (and it’s non-refundable if you cancel the order at Fenbro). Contact our Sales Team for more info HERE.

Additionally, you can always contact our customers who left their reviews on our FACEBOOK profile or go to our website to see our realization projects in Ireland.

If there are any products for sale, we will communicate that in a separate tab on our website. All our products are of the highest quality and manufactured according to individual customer needs, and therefore they are completely new. Products sold by Fenbro are personalised, i.e. made according to the individual needs of the customer, and therefore are not returnable.

Our entire team (apart from fitting teams) is located in Poland. However, we have window and door fitters in Ireland who can advise on measurements and show available window sections and joinery colour charts from our offer.

The current lead time is approximately 5-14 weeks. It depends primarily on the type of products, colours and accessories included in the order and the installation service. If the installation is included in the offer, we depend heavily on the fitting team’s availability – and then, the lead time might be longer.

First of all, you should send us your enquiry where you specify your chosen joinery parameters, dimensions and qualities.
In order to prepare a personalised quote for you, we need the following details:

• Model window/door (aluminium/uPVC) – [any specific U-value is required?]
• Width x Height [mm]
• Colour from the internal/external side
• Glazing: double/triple glazed
• Opening scheme (direction: inwards/outwards – note: outward-opening windows are only made of aluminium, which is twice as expensive material)
• Information about unusual structures requiring the use of connectors, cladding, etc. (bay windows, corner structures, etc.)
• Eircode (so we can check delivery cost)
• Contact details, email address, phone number

In case you want the quote for installation services as well, let us know and specify whether you are interested in a new project or a window/door replacement.
Next, we will provide the personalised quote for the purchase of joinery together with installation costs, delivery and lead-time. For more info, contact our Sales Team HERE.

The minimum order value for Fenbro products is as follows:

• windows – at least 5 windows or the order value needs to be equal Net €2,000 or more (for products)
• uPVC doors/aluminium doors – the order value needs to be equal Net €2,000 or more (for products)
• composite doors/sliding systems – 1 product or more

However, it does not apply to single front doors (composite or timber) or sliding systems.

If there are more products you need, please send all your enquiries to our Sales Team HERE and we’ll send you the necessary information required to receive an offer.

Yes, the price may change after measurements because the window/door dimensions previously provided by the Customer will probably change. However, they are not usually the biggest cause of price changes. The changes are most often influenced by add-ons and product upgrades chosen by the Customer after measurements, such as colour changes, glazing units or accessories (e.g. silent closing, handles, electronic controls, etc.). 

Due to the large number of enquiries, we are unable to send fitters for preliminary measurements (before receiving an offer). To prepare the quote, we expect to have at least rough measurements of your windows and doors. Therefore, we have prepared instructions for our customers on our blog: How to measure windows and doors? However, if you order goods with the installation service, the measurements are always verified by our fitter before placing the order.

Please be informed that our fitters take the £/€200 deposit when they visit you to confirm measurements. The deposit covers the fitter’s travel costs, professional measurements and specialist advice regarding future joinery installation (the deposit is reduced from the final value of the order only if you finalise your order with Fenbro). Please note that resigning from the offer prepared by Fenbro after the measurements means that the £/€200 is non-refundable. Our fitters will bring product and colour samples when they visit you.

If the house plans include dimensions (width by height in mm / cm), they are of course a sufficient basis for obtaining an offer. If the plans lack necessary information or are illegible, our Sales Specialist may ask for a detailed list with the dimensions of windows and doors (width x height [mm]). Without complete data, we won’t be able to prepare even the rough quote.

The preferred type of deposit payment is to pay in cash directly to the fitter at the time of measurements. However, if the fitter agrees, you can also make payment via a bank transfer.

The only prepayment is the deposit when the fitter arrives for measurements. It is deducted from the total order amount if you finalise your order with Fenbro. You have to pay for the goods before shipment. You can either make a one-time (100%) payment in advance (with a 2% discount if the order value exceeds €3,000 NET for the products) or pay in 2 instalments (if the order value exceeds €6,000 NET for products). In the case of the latter, you pay 50% after signing the contract and another 50% before shipping the goods (with an interval of approximately 5-8 weeks).

Yes, we do. In order to get a 2% discount, a one-time 100 % payment in advance is required. Please also follow our seasonal promotions during which we offer attractive discounts on products and delivery.

VAT (Value Added Tax ) is a tax charged on the sale of goods or services and is usually included in the price of most products and services. However, the customer who has a VAT number registered can pay 0% VAT . To do so, please inform our Sales Specialist you’d like to pay through the company and provide your business details such as the name of the company, the address and the VAT number. Once verified by the Sales Specialist, you will receive an invoice with the company details and 0% VAT.

We have prepared the Price List HERE to help you search and compare products from the Fenbro offer. Remember that the prices shown in the Price List are for standard white, double-glazed and/or triple-glazed products and do not include changes in colours, accessories, dimensions, etc. Each change affects the final price of the product.
Generally, uPVC windows, aluminium windows, sliding systems, and garage doors are quoted individually. Each of our products is personalised. It is quoted according to individual customer needs. All enquiries about the offer should be sent to our Sales Team HERE.

You can make a one-time (100%) in advance – then we give you a 2% of discount (for orders equal or more than €3,000 NET for the products)

Besides, you can make a payment in two instalments (if the order value exceeds €6,000 NET for the products):

• 50% when you accept the order
• second instalment of 50% when the order is completed / before the shipping of the goods.

Important note: If the second instalment of the order is not received one week before delivery, we reserve the right to suspend delivery until funds are received. You will additionally be charged the adequate amount for storing the goods and logistics costs which ought to be paid before the delivery of the goods.

Customers should use bank transfers to send money directly to our bank account.

No, you cannot. The only method of payment for your order is via bank transfer. The transfer details are provided in the contract and pro forma invoice.

At the moment, it is not possible to pay in cash, you can only pay for your order by bank transfer. Note: there is no need to convert currencies and pay the amount in PLN, because Fenbro has an account dedicated to payments in the local currency of a given country (EUR, GBP, USD, PLN), so the transfer can be made directly in the same currency, to the account indicated in the contract (or pro forma invoice). For more details, contact our Sales Team HERE.

The possibility of granting a discount depends on the number of products, selected models, the value of the order and whether you are our regular customer or not. This is something you should discuss with your Fenbro Sales Specialist.

Please be informed that our fitter takes a deposit in cash. The deposit covers the fitter’s travel expenses, professional measurements and specialist advice regarding future installation (the deposit is reduced from the final value of the order only if you proceed with Fenbro). Please note that resigning from the offer prepared by Fenbro after the measurements means the deposit is non-refundable.

The deposit will be deducted from the final value of the order only if you proceed with Fenbro and finalise your order with us.

Unfortunately, we are unable to unload the goods if any of the ordered products exceed 2000 mm in width. This is due to the fact that the car used for such a delivery does not have a lift to remove the pallets from the car. However, it is possible to rent additional transport that will enable unloading for an additional fee – please ask our Sales Team for details and price HERE.

Yes, the transport organised by us is fully insured. You do not have to worry about any potential damage to the joinery that may occur during transportation. For the delivery, you get a CMR document. It is a confirmation of delivery and a proof that the products were received in good condition and that the transportation was concluded under the specified conditions. You have 48 hours to check the conditions of your order.

Yes, we deliver joinery all over the world. However, at the moment, we offer installation services only in Ireland.

Our offer includes:

• Product
• Delivery
• Installation (Ireland) + after-sales service

Our Company is based in Warsaw (Poland) and we also have a warehouse in Ostrołęka, Poland. All our joinery is sent to customers directly from Poland. All joinery is produced by Polish manufacturers.

Yes, you can. When ordering from us, you can pick up the goods yourself and arrange transport, but then the goods are not covered by warranty in the event of damage during reloading, transport or installation. Please keep in mind to secure the goods, we place all joinery on a wooden pallet with the rack (this is an additional cost for self-pick-up).

Fenbro provides delivery, *unloading and installation services. If the transport is organised by Fenbro, it takes place on a wooden pallet. However, if the product’s width exceeds 2000 mm, the Customer is responsible for unloading all the pallets. This is due to the fact that the car used for such a delivery does not have a forklift to remove the pallets from the car. The customer must ensure the unloading of all pallets (the whole order) using a forklift, manually or other method. Responsibility for unloading is on the customer’s side. Even if just one pallet exceeds 2000 mm in length, it is the Customer’s responsibility to unload all pallets.

For pallets below 2000 mm in length, it is possible to use a tail-lift car for the delivery. The driver is able to unload the pallet from the car at the delivery location. The pallet will be placed on the ground but not unpacked, and the windows will not be brought into the Customer’s premises by the transport company. Joinery will be moved to the building by the fitting crew on the day of installation (according to the time plan).

Sometimes it is possible to change the delivery date, i.e. postpone it by a week or two. However, the shortest lead time for most products is 5-8 weeks, although it may vary depending on the selected models and the scope of services.

We ship to all countries in Europe. Currently, we focus mainly on the UK and Ireland markets (where we also provide installation services).

The cost of delivery is calculated individually. The cost of delivery depends on the weight, size of pallets and their quantity.

For example:

The transport price depends on the number of pallets, their weight and dimensions. For example for 2 pallets (15 windows) with total weight around 1000 kg and dimensions 2500 (width) x 1200 (depth) x 2200 (height) mm. The cost will be approx. €900 depending on the postcode. For single doors (composite or wooden) it amounts up to €300.

Transport organised by us is fully insured, so you do not have to worry about possible damage to the joinery due to transport. If you wish, you can arrange transport by yourself.

Important note: Free delivery available to the EU and UK customers with orders from €/£ 18k (net value of products).

For more information contact our Sales Team HERE.

The delivery cost depends on the number of products (their weight and dimensions) as well as the route covered. Our transport is fully insured, which gives the Customer a sense of security in the event of damage to the goods during transport. However, our orders are very well secured and such situations do not happen often, but we always do our best to order new goods as soon as possible.

The duration of the installation service depends primarily on the fitting team, the number of ordered windows and doors and all the modifications or additional work that has to be performed during window/door replacement or installation. Usually, it takes 1-3 days. The exact number of days will be communicated to the Customer after placing an order (in the time plan).

The installation takes place on the date agreed by the Customer directly with Fenbro or with the fitter appointed by us, based on the schedule sent after placing the order. It takes place no earlier than within two working days of receipt of the goods by the Customer.

Yes, you can! Additionally, we offer support after the warranty period is over (only on issues related to the product, not to the fitting). It means that if something happens with your joinery afterwards, we can get you all the necessary spare parts, ready-made products and tools to help you solve the issue (the service is chargeable at the end of the guarantee period).

Please note that if you choose your own fitter, you are responsible for providing them with correct measurements of the openings as well as product dimensions. We cannot be held responsible for any irregularities in this regard (confirmation of the order, fitting quality or after sales-service related to the issues where problems arise from faulty installation).

We currently offer installation services in Ireland and Northern Ireland as well as London and its surroundings (UK). However, we soon plan to provide such services in other EU countries, too.

Yes, we do. Before placing the order, you will have all the measurements confirmed by our fitter. If you are happy with the received sales quote and have decided to order joinery from Fenbro, please make an appointment with our fitter by contacting our Sales Team. Also, make sure that all window and door openings inside the building are ready, so we will be able to measure width x height. Please be informed that our fitter takes the €200 deposit for measurements and future installation (non-refundable if you resign from our offer). Our fitters will bring product and colour samples when they visit you, too.

In the case of a new building and new windows, you should measure the width and the height from one edge of the brickwork to the other. Do not measure your existing window frame, but measure the brick opening. Measure brick to brick in at least three different places, and deduct 20 mm from the final width and 10 mm from the final height measurements. You should do the latter to allow for fitting tolerance around the new frame.

When you are replacing the old windows with the new ones, you should always go outside to record your window measurements. The height and the width should be measured from one edge of the brickwork to the other. It is important to add 10 mm to the final width. In case of the height, you should measure the window tightly up to the cover strip (which itself is not measured). To ensure your measurements are accurate, always take internal measurements as well.

Learn more about correct window measurements in THIS blog article.

When you want to measure doors in a new building, you start by checking the width of the door opening inside and outside, in three places (top, middle, bottom). If the door opens outwards, you have to add about 10 mm to the outside width. It is because of door hinges: if the door is too big, the hinges will touch the wall and the door won’t swing properly (at 90°). It is different when the door opens inwards. Then, if during measurements you get the width of e.g. 950 mm, you need the door that is 940-950 mm wide. In the case of inward opening doors, there is enough space inside for the door to open – so the width of your chosen door can be in total accordance with taken measurements.

The door opening height, similarly as the width, should be measured from both outside and inside of the building. When measuring the door opening height, you need to know the finished floor level, i.e. concrete plus tile. As a standard, it is 250 mm in total: 230 mm (concrete) + 20 mm (tile, panel) – but these measurements may differ depending on the building project. If the floor is completed, you measure the height from the finished floor level (250 mm) up to the upper door reveal. If, on the other hand, the floor is not completed, you have to ask the person in charge of the building project what the finished floor level is going to be. Then you measure the door height straight from the given number.
Learn more about correct door measurements in THIS blog article.

No, the installation does not take place on the day of delivery. It takes place on the date agreed by the Customer directly with Fenbro or with the fitter appointed by us, based on the schedule (time plan) sent after placing the order. Installation takes place no earlier than within two working days of receipt of the goods (delivery to customer). The installation date may be changed by mutual consent. The installation date is set within 3 to 7 working days from signing the contract and paying the order. The fitters carry the goods into the building on the day of installation.

On the day of delivery
All products are solidly secured (weatherproof), which means they can be stored outdoors until the installation day. Moreover, the condition of the goods is checked at the warehouse during loading (in Poland), unloading at the customer’s site (by the customer), and again together with the fitter on the day of installation. Any damage should be immediately reported to Fenbro no later than on the day of installation. Please be aware that the joinery is unloaded from the pallets by fitters on the day of installation.

Yes, when replacing windows/doors, a skip (a large open-topped waste container) is ordered the day before the installation team’s visit and the old windows/doors are thrown into it. The skip is removed from the Customer’s property within 3 days of completion of the installation work. The Customer does not bear any additional costs related to the disposal of joinery or ordering a skip.

We currently have several fitting teams located in different parts of Ireland and Northern Ireland as well as in London and its surrounding areas. Most of our teams have product and colour samples available so you can visit them to get acquainted with the product. For more contact info, get in touch with our Sales Team HERE. However, our fitters also bring the samples with them when they arrive to confirm the measurements before the order. Please be informed that our fitter takes the €200 deposit for measurements and future installation (non-refundable if you resign from our offer).

Without installation:
In case of any complaint, we need pictures and a description of issues (email will be perfect). Scratches in glass or frames must be reported within 48 hours of delivery (if the order does not include installation) or no later than the day after installation. Fenbro is not responsible for normal wear and tear or damage resulting from misuse of the products.

If installation is provided by Fenbro:
Please remember that transport is also fully insured so here everything is secured in all stages. For the delivery, you are getting a CMR document (conformity of delivery – you have 48 hours to check the conditions of your order).

The average time for considering a complaint is 3 to 4 weeks. Depending on the type of issue, we are sending spare parts, new products for replacement, or we refund the money. We ship new products as quickly as possible, and in the meantime, the complaint is processed.

If any part of the joinery is damaged, new products are ordered as soon as possible. Most often, we are able to ship new items much faster than the entire order takes. However, the exception will be products with unusual colours or non-standard accessories.

All windows & doors purchased at Fenbro have a full warranty:

• 5 years for all our products
• 2 years for the installation (with the service provided by us)

For each sale, you are getting an invoice and a contract. We archive all invoices for 5 years as evidence of purchase.

Yes, the warranty is valid even if the window/door installation is carried out by you or an external company. The most important thing is that the installation is carried out in an artful manner.

Additionally, you have after-sales support after the warranty is over. That means if something happens to your joinery, we can help you to get all spare parts, ready-made products, and everything that will be needed just to solve the issue (service chargeable at the end of the warranty period).

Please note that if you choose your own fitter, the measurements of the window/door openings and their dimensions are your responsibility. We cannot be held responsible for incorrect measurements.