Frequently Asked Questions
Q:returns terms and conditions
A:Flat Pack Products,
We hope you will be delighted with your Amber products. But you do have the right to return any items that do not meet your expectations. However it is important to follow these simple steps:
Notify us in writing by fax, email or letter within 7 days of receiving your goods
Return the goods within 14 days of notifying us
Return the goods to us intact and in their original packaging and condition
If the product is damaged, please report this immediately as we may be able to replace the damaged part free of charge. If you prefer to return the whole product for a refund, we will refund the full purchase price within 30 days of receipt of the returned goods.
If you wish to return products that you decide are unsuitable, please get proof of posting and check insurance of goods for the return journey. We will help you to arrange this at your request.
If you are returning goods due to our error we will arrange collection at our cost.
We cannot accept any liability for damage to your radiator cover once it is assembled by you
Please note that any flat pack covers to which optional features have been added are classed as personalised products and therefore are not refundable. If any part of the product is damaged during delivery, we will replace the damaged part free of charge.
Q:what if i want to return my radiator cover?
A:there are terms and conditions on the website in the made to measure section if more detail is needed, however if you have purchased a "ready made" radiator cover and you have ordered the wrong size or design or finish then could you please Return the goods to us intact and in their original packaging and condition. please get proof of posting and check insurance of goods for the return journey as it may get damaged and we can not refund or replace!!
please contact us for more information if required.
Q:How long will it take to come?
A:There is a scrolling message on the home page which contains the latest information on lead times. It's impossible to be totally accurate as there are so many variables and to avoid disappointment we tend to wait until an order is totally finished before contacting the customer to arrange a delivery date. If you have a deadline then by all means let us know and if we can achieve it we will, if we can't achieve it we will let you know.
Q:Do you have standard sizes off the shelf?
A:All Made to Measure covers are made to a customers order so no stock is kept. Ready Made covers are kept in stock and are usually despatched within a few days unless due to high demand they are temporarily out of stock and replenishments are on their way. If a Ready Made product is on a long lead time or is discontinued it will be taken off sale on the website - this could mean some sizes are available for a style but others not.
Q:Can the Ready Made covers be altered?
A:No these are bought in products already packaged which we despatch straight out so we can't make any adjustments to them nor paint them.
Q:What if I want a different size to those on the Made to Measure order section
A:The 'steps' in the order section are there primarily for cost bands. As we make these to measure you can have the size you want. Until the website is changed to accommodate this, just choose the next size(s) higher then add a comment in the 'special instructions' section at the checkout. EG if you select a width of 1830mm but want the internal measurement to be say 1800mm then just put 'Internal width 1800 required' in the note. The height or depth can also be changed. If you need a size larger than the largest ones on the website list you will need to contact us as there will be an extra cost for the extra width/height/depth.
Q:The Made to Measure internal width only goes up to 2285mm, the height to 990mm and the depth to 150mm - what if I need it bigger than that?
A:Yes we can make to bigger sizes but there are various factors we need to consider e.g. size of grilles available, carriage etc.
Email us with style, sizes, grille choice etc and we can give you a price. (firstname.lastname@example.org)
Q:What will the external size of a Made to Measure cover be?
A: Starting with the internal dimensions (including air gaps as explained in the Order section ie 50mm to width, 30mm to height and 25mm to depth) add 86mm to the width (that's 2 x 18 for the side panels and 2 x 25 for the shelf overhangs); add 18mm to the height for the thickness of the top shelf; add 28mm (36 for Studley) for the front panel then about 20mm for the shelf overhang at the front (this varies depending on size, design etc)
Q:Its going into a hall so needs to be as narrow as possible.....
A:Put a note in 'Special Instructions' at the Made to Measure checkout that you need it to be that way and we will reduce the overhang etc to keep it narrower than usual. If space is critical ring to talk it through.
Q:It has to go between 2 walls - will it fit?
A:If the external size (see question on 'external size') is just a bit bigger than you need - put the maximum available width into 'Special Instructions' and we will reduce the overhangs to ensure it fits. Remember to take account of widths between any skirting boards which might be there. If in doubt don't guess! give us a ring or send us a diagram with dimensions on so we can check it will fit before making it.
Q:My radiator is close up to a sidewall - will a Made to Measure cover fit?
A:Option 1; if a side panel will fit in the space available we can reduce the shelf overhang so it also fits in. Option 2; we can cut out the bottom of the side panel to fit over the side wall skirting board and go right up to the side wall - the top shelf will have no overhang as its right up to the wall. Option 3; we do away with the side panel so the top shelf and front panel go right up to the wall (with a cut out in the front panel if there's a skirting board in the way). A diagram with dimensions will help and we will confirm back how best to deal with it.
Q:My radiator is under a window and there isn't much space between them...
A:Normally you would need 58mm minimum; 30 air gap, 18 for top shelf thickness and 10 to use the drop-on fittings. Up to 48 and we can send alternative fittings. Less than that and we could tease the air gap down a little, we may need to fit reflective foil underneath the top shelf if its reduced by more than a few mm. There are a couple of other options too; best to ring to discuss.
Q:There's a dado rail just above the radiator, how do we deal with that?
A:If it will fit underneath it that's the best solution (see 'under a window'). If there's not room, with a Made to Measure cover we could make it so the top shelf is higher than the dado and we could make cut outs in the back of the side panels to accommodate the dado which would 'run through' the rad cover. If there's nearly enough space we could make the sides to fit just under the dado then have the top shelf butt up to it (so we would make the shelf slightly less deep). Alternative wall fixings would probably be needed which we can supply. A card template of the dado would be needed if we need to cut the sides round it. There will be a small charge for this.
Q:How do I access the valves - do the grilles open?
A:Both the Ready Made and Made to Measure covers lift easily off the brackets which hold them to the wall so if you access the valve infrequently (and the cover isn't particularly large) this is usually sufficient. The Henley Ready Made has opening grilles. The Made to Measure covers can have a cut-out or hatch made (see '..order a thermostat hatch...' below) which is the most popular way of accessing the valve. We can make the front removable on most Made to Measure covers if required (handy if you are putting a display case above it) for an additional cost of £35-£50 depending on size. Just put 'removable front' in 'special instructions' at the checkout and we will arrange it and charge the extra. Please note a removable front will normally make the cover deeper than usual.
Q:How do I order the thermostat hatch
A:Either a cut-out or hatch can be ordered through the online process. The cheapest way to access the thermo valve is a simple cut out (a hole!) which is fine if that part of the cover is hidden behind furniture or close to a wall. A hatch is a more elegant solution - have a look in the 'news' section. The default option for the hatch handle is a small wooden one but there are a couple of (no cost) options in the news section.
If you would prefer one of those just add your choice of handle into the 'comments' section at the checkout.
Q:Its going in a hall near a door so I would like round corners on the top shelf
A:The Studley has round shelf corners, the New England has the corner chamfered but the Old England is normally square. We can change this to round corners if required, just put 'round corners on shelf' in 'special instructions' at the checkout - its an extra £5 which we will arrange to charge to your card.
Q:I think I would like to paint the cover myself - is it easy enough?
A:It is if you are patient and careful. It's easier and gives a better finish if you paint the sections before assembling them and it's worth rubbing each coat down with fine sandpaper to get the best finish. It's better in the long run to remove the grilles first (mark their position if not already marked) even if you plan to paint the grilles too. (A metal grille definitely needs removing first to avoid getting paint on it). Use a lightly loaded mini roller with high density foam rollers (not an emulsion roller) for the grilles - they work well on the rest of the cover too. Don't be tempted to try and paint the inside edges of the grille pattern - not only is it hard but they look better with paint just on the surface. Its best to use 2 coats of water based mdf primer/undercoat first and ensure you rub down with fine sandpaper between coats. ................Or you could just get us to spray paint it! - either just the primer/undercoat or also the top coat with our standard colours or your choice of colour.
Q:How much do you charge to paint a cover?
A:Assuming the internal height is within 990 and the depth 150, it costs £25 incl VAT to paint a cover up to 1065 wide with 2 coats of white primer/undercoat ready to accept a top coat. Its £30 up to 1675 wide and £35 up to 2285 wide. If you have chosen a board grille, those costs also include the fitting of pre-finished white grille panels which look better than painting untreated board grilles (but they can also be over painted if required).
If you would like us to fully finish your cover in Satin White, Satin Antique White (cream), Gloss White or Satin Black it costs the same again as the primer cost ie a further £25/30/35. If you would like us to finish it in a colour of your choice we can usually have the colour/finish mixed in a water based paint suitable for our spray equipment at £20 per litre. (a litre will normally do more than one cover but it depends on size). Please ring first if you want us to finish the cover in your own choice of paint to ensure it is compatible with our water based spray system
Q:Do they fix to the wall?
A:Wall mounted ones obviously do. Floor standing covers are provided with the same hidden 'drop-on' brackets to hold those against the wall too; they could be left freestanding but it's not recommended because a) floors/carpets are often not level so the cover probably wouldn't stand straight anyway and b) even if it did we recommend using the brackets to avoid it toppling if knocked - especially if kids are about. If you can use a drill it's easy to fit the brackets (check for hidden cables or pipes!). The cover just has to be lifted up a centimetre to move it away from the wall (remember that if there is a window sill or similar just above the rad ideally you need 30mm air gap, 18mm for the thickness of the top shelf then the 10mm to 'drop' the cover onto the brackets so ideally 58mm minimum. If you have less than that we can supply alternative brackets that don't need the extra 10mm above. Ready Made covers use wooden brackets, Made-to-Measure use metal ones but they are both hidden and work in the same way. There are at least 2 with each cover - more for large ones.
Q:Are Made to Measure covers easy to assemble?
A:Yes, just a No2 Pozidriv screwdriver is needed - but a power driver makes life easier; in either case DO NOT OVER TIGHTEN THE SCREWS. (tip; if the sections have a slight gap between them don't be tempted to just keep tightening - reverse the screws out, hold the sections together and re-tighten the screws).
Then you will need a drill for the wall fixings;- both wall mounted and the more usual floor standing covers use simple drop-on brackets which are fixed to the wall but allow the cover to be easily lifted off. There is a copy of the assembly instructions in the 'News' section. Tip; it's easy for us to assemble covers single-handedly because we are used to it. If you are doing one for the first time a spare pair of hands makes life much easier.
Q:Are Ready Made covers easy to assemble?
A:Most simply click together but it is absolutely vital that the fixing points are perfectly aligned before being pressed in as they will be damaged otherwise and once together they are difficult to separate. Bookcases are assembled in a similar fashion but a spare pair of hands is definitely needed. Latest versions have modified fixings which are easier to use and are demountable.
Q:Are Made To Measure covers good quality.
A:Definitely; Our covers are hand made from 18mm premium MDF and the front panels are glued and screwed together in traditional fashion. They are fully sanded and smoothed both for untreated covers and before every stage of the painting/varnishing which you may order. The 4 sections arrive flat packed and fit together easily but securely with screws through pre-drilled guides. Additional angle brackets are provided for the side panels in case of attack by runaway Hoovers. We regard our Made-to-Measure covers as pieces of furniture you would be proud to have in your home.
Q:Are Ready Made covers good quality?
A:Ready made covers are mass produced overseas and are a cost effective way of covering a radiator. As with all things in this world you get what you pay for. The base material is 15mm MDf (as opposed to 18mm used on Made-To-Measure) and the finish may not always have the same attention to detail as the m-t-m. The fitting method is 'clip together' which is convenient but not as robust as a fully screwed m-t-m cover. Please note that that the Eastern version of Satin White is slightly off white.
Q:Can you supply just the grilles to replace the ones on an existing radiator cover
A:Yes we carry a stock of all the grilles featured on the made-to-measure flat pack section either as a full sheet or cut to your requirements. Click on 'Grilles' on the home page.
Q:Do you deliver anywhere?
A:We use a number of carriers to try to get the best service in the area. There are certain areas which attract a surcharge which we will have to pass on- the more remote the higher the charge. If this is the case we will advise you first (Northern Ireland, the Highlands and Islands for instance) but reserve the right to decline an order. The Channel Isles require separate customs and delivery arrangements so we will not process an order from there until the delivery cost/charge is agreed.
Q:How much is postage and packing?
A:Each cover (either made to measure or ready made) has a packaging and delivery cost. We do not usually pass this cost on in full but charge a contribution based on the dimensions (& weight) of the cover. This is normally £10 to £15 - it will state which at the checkout but there may be surcharges for remote destinations (see above) in which case we will advise before accepting your order. Similarly there may well be a surcharge or increase in the p&p cost for sizes which exceed any of the maximum selectable dimensions on the website - again we will advise before accepting the order. There are no discounts for multiple orders as the costs we incur increase by weight/volume unless the order is big enough to warrant another form of delivery which may be cheaper.
Q:How is the cover delivered?
A:If local we may deliver it ourselves to minimise handling.
Normally we use a national carrier network (APC) to deliver on a next working day service (except remote areas).
The majority of deliveries take place in the morning but the carriers have the full day to deliver within the service agreement.
Unfortunately neither ourselves nor the carrier can give an estimated delivery time or time window.
We pay for a 24 hour ‘signature’ service which means that (apart from remote areas) the package will arrive next day and a signature is required on delivery; this is important for various reasons but particularly regarding the possibility of damage.
If the packaging shows any evidence of damage please deal with it as follows;
If there is any evidence of damage to the contents or it seems likely that the contents could be damaged, refuse delivery and inform us immediately.
If the damage appears to be restricted to the packaging and you are happy to accept it, please endorse the delivery note 'packaging damaged, contents not inspected'.
Please then check at your earliest convenience and if there is any evidence of transit damage to the cover advise us without delay - to make a claim on the carrier they must be advised within 24 hours.
Q:I like the look of the Georgian cover - How do I order one?
A:Georgian used to be available only to local customers requiring assembly and installation. We can now flat pack them but they do need a little more expertise when being assembled. The main features are the double thickness top shelf (which has square corners) and the skirting feature at the base that runs down the sides as well as the front. They are more expensive to make and deliver and there isn't the option to order via the website so you will need to contact us. The price premium over an equivalent Studley is £60-£85 depending on size.
Q:What veneers and finishes are available on the made to measure covers (& how much)?
A:Oak, Pine, Beech and Sapele (like Mahogany). They can be left untreated, finished in Natural Oil, Clear Satin Varnish or Stained/varnished. matching veneered grilles can be specified (although metal ones are quite popular). NB; the machined edges of the boards are not veneered. Other than for an untreated cover, we would normally colour the edges as close as reasonably possible to the surface colour.
For budgeting, the on-cost for a veneered cover is between £25 and £60 depending on size and grille type and the finishes are broadly in line with painting costs. Once you know your sizes, choices etc email us for a quote.
Q:How do I order a made to measure cover in wood veneer?
A:Presently the website can't fully cope with an order made in Oak, Pine, Beech or Sapele (like mahogany) veneer. Go through the order process and add a note in 'special instructions' at the checkout which veneer you require and which finish. We will confirm details and prices back to you before commencing. If you prefer to know the exact price first, email us with all the details for a quote (its worth going through the 'order now' process to check you have all the sizes/choices to hand - you can exit at any point)
Q:Skirting board cut outs - what shape and what if....
A:They are cut straight up at the specified depth then curved at the top to accommodate most usual types of skirting. Remember when measuring the skirting board to err on the large side because if its a fraction too small the cover won't fit. If you require a different shape, eq a square cut to go round some boxing-in just put a note to that effect in 'special instructions' at the checkout. If it's more complicated, post or email the shape required - for instance we often do 'double cuts' to cope with both a skirting and wooden floor beading). We don't recommend trying to cut to the exact contours of the skirting board as it only takes the floor, walls or skirting to be slightly out (and they usually are) and it won't fit. If your skirting board on one side is significantly different to the other, put a note in 'special instructions' at the checkout with the relevant details. Ready Made covers have a fixed size and shape of cut out - as specified in the Ready Made section and cannot be altered.