Between choosing a product and living with it there are a few steps, and each goes more smoothly with a little preparation. This is what happens, what you can do and where to find help. Timing depends on the product and on whether it is made to measure, so we tell you what to expect for your order1.
Before you order
Some products are ready to order online; others are made to measure and start with a quotation1. Prices include VAT. Delivery and installation charges may apply, and any charge is shown in your basket before you pay, or set out in your quotation1.
Ask exactly what is included: not every product includes both delivery and installation. If you need an old product taken away, ask before you order1.
Survey, where needed
Where measurements, access or the condition of the opening need checking, a survey visit is arranged before anything is made1. We bring physical samples, so you choose a finish on your own house, in your own light2, 3. Every quotation is accompanied by a written specification2.
Our guide to measuring for a garage door explains the measurements a survey checks.
Your order confirmation
Once your order is placed, a confirmation is sent to the email address you used. It lists what you ordered and what you paid1. Keep it: it holds your order number, and quote it whenever you contact us1.
Read it straight away and tell us if anything is wrong1. The terms that apply to your order, including changes and cancellations, are in our Terms and Conditions1, 4.
Delivery day
Large items can arrive on a pallet or need two people to carry1. Check the delivery address on your confirmation, clear a safe route from the road, choose a dry, flat place for long items, and tell us in advance about restricted access or parking1. On the day, count the items against your confirmation and look over the packaging before the crew leaves1.
If something arrives damaged
Do not fit or use it. Photograph the damage, the packaging and any labels, keep the packaging, and tell us in writing as soon as you can, with your order number and the photos. The time limits for reporting damage, and how it is put right, are in your order confirmation and our Terms and Conditions1.
Installation day
When installation is part of your order, we arrange the visit with you in advance1. Clear the opening and a working area around it, keep pets and children away from it, and tell us about power, parking and anything we should know about the building1.
The team aims to protect the area, fit and adjust the product, and test it with you1.
Handover
Handover is the moment for questions: how the product works, how it locks, and how to look after it1. Ask, too, how to open it by hand if the power fails, as your instructions describe5.
Keep your order confirmation and any documents supplied with the product1. If one goes missing, Product Support can help you request a copy5.
Aftercare
Care is mostly cleaning, looking and listening5. Wash aluminium with clean water and a pH-neutral detergent, and steel with mild soapy water, rinsing off road salt after winter. Clear the drainage slots along the bottom of window frames, keep photocell lenses clean, and replace remote batteries before they run flat5.
Some jobs are never yours
Garage door springs and cables are under high tension: never adjust, release or replace them yourself. An automatic door or gate that does not stop and reverse when it meets an obstacle should not be used until it has been checked. Drives, control units and their wiring are for qualified technicians5.
If something is not right
Try the safe checks first: the power, the remote batteries, a clear floor line and clean sensors6. If it is still not right, Repair My Product helps you prepare a clear request with your order number, a photo of the product label, wide and close-up photos and a short video6.
Customer Care is on +44 (0) 330 818 0713, Monday to Saturday 8 am to 8 pm, Sunday 10 am to 5 pm (UK time).
Sources
- Shopping Support (Watford Construction)
- Garage Doors: Open to more (Watford Construction)
- Fences: Draw the line (Watford Construction)
- Terms and Conditions (Watford Construction)
- Product Support (Watford Construction)
- Repair My Product (Watford Construction)
Product figures are the manufacturer’s published values as held in our catalogue; every specification is confirmed for your order in writing.
Talk it through with us.
Bring your measurements, photos and questions. We will help you find what fits, and confirm every detail before anything is made.
Customer Care +44 (0) 330 818 0713 · Monday to Saturday 8 am to 8 pm, Sunday 10 am to 5 pm (UK time)
General guidance, written in October 2026. Specifications, sizes and finishes are confirmed at survey and in your written quotation; the terms that apply to an order are in your order confirmation and our Terms and Conditions. Images are concept visualisations unless they show a product from our catalogue.
