Frequently Asked Questions
Below, are the answers to some common questions often asked by our customers.
Material - related.
Who is responsible for ordering material?
This is agreed on between the client and our team during the process of quoting. Most times, we as a business place the order (or orders) for materials directly. This is the most convenient solution for our clients. However, sometimes our customers choose to order or supply the material themselves.
Who is responsible for delivering material?
Same as the above, this is completely up to our clients. Most times, we use delivery services offered by trusted merchants and timber yards, and other times we also collect the material for our clients.
When do we provide material discounts?
We can only provide material discounts when we order supplies through our trusted merchants who provide us with loyalty discounts. We always offer our clients the above, however this means that we as a business need to place the order directly.
How do we choose materials?
Choosing the materials for a projects is always consulted with our customer. How we choose material, often relies on our clients' budget, taste or vision. Having said that, regardless of what we plan to work with, we always work with the highest quality supplies available. This allows our structures and projects to last for years.
Labour - related.
Are we insured?
YES. We are insured for up to £5m when working in domestic and commercial environments. Please get in touch with us if you have any more questions regarding our insurances.
What are our hours of work?
When working on site, we try to stick to our classic hours which are 8am - 5pm. However, this is flexible to suit our clients needs in some cases.
What area of work do we cover?
We are based in the heart of Oxfordshire. Most of our customers are scattered around the areas of Oxford, Abingdon, Didcot, Bicester, Banbury etc. We cover all of Oxfordshire and sometimes travel to neighbouring counties depending on the request. Please get in touch, even if you think you're too far away!
How long is the waiting time for new customers and bookings?
The wait time can vary. Depending on the complexity of the project, availability of materials, and even location. We try our very best to always minimise the waiting time and make sure our projects are built and completed swiftly. We are not a business who makes their customers wait for months.
Customer service - related.
Do we offer warranty for our projects?
YES. Depending on the project, the length of the warranty period is calculated individually. We always make sure the customer is satisfied with the warranty period.
What to do if there's any issues with a project/structure?
In this rare occurrence, please do not hesitate to get in touch with us immediately to get the issue resolved. If the issue is fitting-related or comes under the agreed warranty, we will fix it free of charge.
Do you offer viewings of existing structures/projects to new customers?
YES. Depending on the availability, we often do offer viewings of existing projects. The availability can sometimes be limited by the people who own the structures. Having said that, we have a group of trusted clients who are more than happy to showcase their stunning projects to new customers of ours who are looking into building something similar.
Payments - related.
Why do we charge deposits?
We charge deposits as a form of protection for both the client and us. When the deposit is taken, it ensures that your booking and services requested, will be carried out. The deposit can also be used to cover any high up-front costs related to the service. To ensure trust, we also provide a separate invoice for the deposit alone.
How does our payment process look?
Most often, we charge a small deposit included in our quotation at the start of the job, and the rest is paid after the project is completed. Sometimes when working on bigger projects which could take weeks at a time, we agree on a payment plan with the customer which consists of regular payments during the duration of the works.
What payment methods do we accept?
We usually take bank transfers but can also take cash from customers. We even accept cryptocurrencies and foreign currencies.
Any more questions?
Please do not hesitate to contact us with any additional questions or queries. Visit our contact page below for more details.
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