Customer Help
Our happiness team is always here to assist.
Welcome to the DoorMarts FAQ page. We've compiled answers to common questions to help you find the information you need quickly. If your question isn't answered here, please don't hesitate to contact us.
Ordering & Account
Q: How do I place an order?
A: Simply browse our product collections on doormarts.de, select the items you wish to purchase, add them to your cart, and proceed to checkout. Follow the on-screen instructions to enter your shipping and payment information to complete your order.
Q: Do I need an account to place an order?
A: No, you can place an order as a guest. However, creating an account allows you to save your shipping information, view order history, and makes future checkouts faster.
Q: How can I track my order?
A: Once your order has shipped, you will receive a shipping confirmation email containing a tracking number and a link to the carrier's website. You can use this to track the progress of your delivery.
Q: Can I modify or cancel my order after placing it?
A: We process orders quickly to ensure prompt delivery. If you need to modify or cancel an order, please contact us at Contact@doormarts.de as soon as possible. We will do our best to accommodate your request if the order has not yet been processed or shipped. Please refer to our Terms of Service for more details.
Q: What payment methods do you accept?
A: We accept various payment methods, including major credit cards (Visa, MasterCard, American Express) and PayPal. All available payment options will be displayed at checkout.
Q: Is my payment information secure?
A: Yes, your security is very important to us. Our website uses industry-standard SSL (Secure Socket Layer) encryption to protect your personal and payment information. Payments are processed through secure third-party payment gateways.
Products
Q: What materials are your products made from?
A: Our door hardware is crafted from a variety of high-quality materials, including solid brass, stainless steel, zinc alloy, and more, depending on the product. Specific material information is provided on each product page.
Q: How do I choose the right size/style of door hardware?
A: Detailed specifications, including dimensions, are available on each product page. We recommend carefully measuring your existing hardware or door preparations. For style advice, consider the overall aesthetic of your space. If you need assistance, feel free to contact our customer support.
Q: Do your products come with installation instructions?
A: Many of our products include basic installation guidelines or diagrams. However, for complex installations, we recommend consulting a professional locksmith or carpenter. Product pages may specify if instructions are included.
Q: Are screws and fixings included with the hardware?
A: Yes, generally, the necessary standard screws and fixings for typical installations are included with our door hardware. Please check the product description for confirmation of included components.
Q: How do I care for and maintain my door hardware?
A: Care instructions vary depending on the material and finish. Generally, avoid harsh chemical cleaners. For most finishes, wiping with a soft, damp cloth is sufficient. Specific care recommendations may be provided on product pages or with the product.
Shipping & Delivery
Q: What countries do you ship to?
A: We currently offer shipping to the United Kingdom (UK), European Union (EU) member countries, the United States (USA), Canada (CA), and Australia (AU).
Q: How much does shipping cost?
A: We are pleased to offer FREE standard shipping on all orders to the UK, EU, USA, Canada, and Australia. For more details, please see our Shipping Policy.
Q: How long will it take to receive my order?
A: Delivery times vary depending on your location and the specific products ordered. Generally, orders are processed within 1-3 business days. Standard shipping times can range from 5-15 business days for international orders. You will receive a more specific estimate and tracking information once your order ships. Please see our Shipping Policy for more information.
Q: Do you offer expedited shipping?
A: At present, we primarily offer standard shipping. If you have an urgent requirement, please contact us before placing your order to see if any expedited options can be arranged, which may incur additional costs.
Q: What if my order arrives damaged?
A: We take great care in packaging our products. However, if your order arrives damaged, please contact us within 48 hours of receipt at Contact@doormarts.de with your order number and photos of the damage. We will assist you in resolving the issue. See our Return & Refund Policy.
Q: Will I have to pay customs duties or import taxes?
A: For international orders shipped outside the UK (e.g., to the EU, USA, Canada, Australia), your order may be subject to import duties, taxes (including VAT), and customs processing fees, which are levied once the shipment reaches your country. These charges are the responsibility of the recipient. DoorMarts has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for more information.
Returns & Exchanges
Q: What is your return policy?
A: We offer a 30-day return policy for most items, provided they are in new, unused condition and in their original packaging. Please visit our Return & Refund Policy for full details on eligibility and the process.
Q: How do I return an item?
A: To initiate a return, please contact us at Contact@doormarts.de with your order number and reason for return. We will provide you with instructions. More details can be found in our Return & Refund Policy.
Q: Who pays for return shipping?
A: Customers are generally responsible for return shipping costs, unless the item is defective, damaged upon arrival, or an incorrect item was sent by us. Please see our Return & Refund Policy for specifics.
Q: How long does it take to process a refund?
A: Once we receive and inspect your returned item, we will process your refund within approximately 5-7 business days. The time it takes for the refund to reflect in your account may vary depending on your payment provider.
Q: How do I exchange an item?
A: The fastest way to get the item you want is to return the original item for a refund (following our return process) and place a new, separate order for the desired item. Please see our Exchange Policy for more details.
Warranty
Q: What is your warranty policy?
A: DoorMarts products are covered by a standard one (1) year warranty against manufacturing defects in materials and workmanship from the date of purchase, unless otherwise stated. For full details, please review our Warranty Policy.
Q: How do I make a warranty claim?
A: To make a warranty claim, please contact our customer support at Contact@doormarts.de with your proof of purchase, a description of the issue, and photographic evidence if possible. We will guide you through the process as outlined in our Warranty Policy.
Contact & Support
Q: How can I contact customer support?
A: You can reach our customer support team by emailing us at Contact@doormarts.de or by using the contact form on our website. Our phone number is +44 7440 218303, though email is often the quickest way to get a detailed response.
Q: What are your customer support hours?
A: Our online customer support team aims to respond to email inquiries within 24-48 business hours. Our primary support is available Monday to Friday, UK business hours.
If you couldn't find the answer to your question, please feel free to contact us directly. We're here to help!