THEdoûr Bespoke Opiniones 

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks so much for the lovely review, we really appreciate it.

We’re chuffed to hear the product enhanced your design, and it’s great to know the customer service matched up too.

Thanks again for the recommendation, and if you ever need anything down the line, just give us a shout.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks for taking the time to leave a review, really appreciate it.

Great to hear everything arrived exactly as ordered and on time as agreed. If you ever need any help in the future, just drop us a message.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks so much for your review.

Really glad to hear it arrived on time and that the product was exactly what you needed.

If you ever want any fitting tips or you’re planning another project, just get in touch, we’re always happy to help.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks so much for taking the time to leave this review, it really means a lot.

No stress at all on the mix‑up, these things happen, and we’re just glad we could get everything swapped over quickly and keep your conversion moving.

It’s brilliant to hear you’re all finished now, and we genuinely appreciate you recommending us to others.

If you ever need anything in the future (spares, adjustments, or advice for the next project), just drop us a message, we’re always happy to help.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks for your review, really appreciate it.

Glad you found everything informative.

If there’s anything you’d like us to explain in more detail , just drop us a message and we’ll happily help.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks so much for taking the time to leave such a thoughtful review.

We’re really pleased everything arrived on time and that we could help you through the installation, it’s exactly what we’re here for.

Hearing that the wide opening shower doors have made things easier for wheelchair access genuinely means a lot to us.

Thanks again for your kind words, and if you ever need anything further, just give us a shout.

Respuesta de THEdoûr Bespoke

17 jul 2026

Hartelijk dank voor uw review!

Fijn om te horen dat het materiaal goed is en dat het makkelijk te plaatsen was.

We doen ons best om altijd te leveren wat we beloven, dus het is geweldig om te lezen dat u dat ook zo ervaren heeft.

Mocht u in de toekomst nog vragen hebben over montage, afmetingen of een nieuwe bestelling, neem gerust contact met ons op.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks so much for your review!

We’re really pleased to hear the delivery to New Zealand was quick and that the door and blinds look great. It means a lot you chose us from so far away.

If you ever need fitting advice or anything for a future project, just drop us a message, we’re always happy to help.

Respuesta de THEdoûr Bespoke

17 jul 2026

Vielen Dank für Ihre tolle Bewertung!

Es freut uns sehr zu hören, dass die Qualität überzeugt hat und die Maße genau nach Ihren Vorgaben gepasst haben. Super, dass auch der Zusammenbau und Einbau leicht war und Sie mit der Bedienbarkeit zufrieden sind.

Danke auch für das Feedback, dass es lichtdicht ist und optisch schön aussieht — das ist genau unser Anspruch. Wenn Sie künftig Fragen haben oder etwas für ein weiteres Projekt benötigen, melden Sie sich jederzeit gern bei uns.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks so much for taking the time to leave such a detailed review, we really appreciate it.

We’re glad we could help you get everything spot on and talk through all the questions along the way (and no worries at all on the mistakes, it happens!). It’s brilliant to hear you’re happy with the final result in your van and that the product is working exactly as you needed.

Thanks again for the recommendation. If you ever need anything in the future, just give us a shout, we’re always happy to help.

Respuesta de THEdoûr Bespoke

Actualizada el 2 jun 2026

Thank you for updating your review — we’d like to add a little more context for anyone reading.

**Import/VAT transparency:** We clearly highlight potential VAT/duties/handling fees for non‑UK customers in multiple places (our Shipping Policy, at/near the price display, during checkout alongside delivery timescales, and again on the invoice after payment). Since the UK is no longer in the EU, these charges are set by the destination country and collected by the relevant authorities/carriers — they are not charges we receive.

**For clarity on VAT:** UK customers pay VAT at purchase (20%) because we are UK‑based. For customers outside the UK, UK VAT is not added at checkout, and instead any import VAT/duties are typically charged by the destination country on arrival, depending on local rules. If an overseas customer is a VAT‑registered business, they may be able to reclaim import VAT (subject to local rules and accounting). Import duty is separate and depends on the destination country’s regulations and commodity codes — as a general guide it can often fall roughly in the 5–12% range, but this varies by country.

**What we offered to resolve the issue:** We responded multiple times and offered several remedies in line with our policy for bespoke, made‑to‑order items, including:
- Replacement parts at no cost
- Replacement parts plus a partial refund
- A replacement option (declined due to concerns about structure)

**Custom‑made policy:** ROLdoûr doors are made bespoke to the customer’s exact mm measurements and chosen colour/finish. Because they are custom‑made, our policy is repair/parts support or replacement rather than treating it as a standard “change of mind” return (standard off‑the‑shelf items are handled differently).

**Why we agreed to a refund without return:** Although PayPal managed the case process, we accepted a full refund without requiring a return specifically to reduce stress and delays for the customer — particularly where an item may already have been installed and would need removing, repackaging, and arranging collection. A return process can prolong the time it takes for a customer to receive their money back, and we wanted the matter resolved as quickly and smoothly as possible.

Finally, while we respect your right to share your experience, we do feel a 1‑star rating is harsh in this situation. This was a bespoke, made‑to‑order item produced to your exact millimetre measurements and chosen specification, involving multiple departments over several days. The door is fully tested, checked, and photographed before dispatch due to the high shipping cost (over 100 euros charged by DHL). The issue reported was consistent with courier handling damage, which is unfortunately outside of our control and something couriers rarely accept liability for — meaning small businesses like ours are often left to absorb the cost and put things right.

Despite that, we offered multiple remedies (parts, parts plus partial refund, and a replacement option), and ultimately agreed to a full refund without requiring a return to reduce the stress, disruption, and delays that returning a large/custom item can cause (especially if it has been unpacked or installed).

(For clarity: the refund was offered by us to achieve the best outcome for the customer, as they did not require a replacement. PayPal’s status wording can be misleading — our case notes on 27 April at 17:24 confirm we offered a full refund without return.)

We always aim to be fair and solution‑focused, and we hope anyone reading this can see we made every effort to resolve the matter quickly and in the customer’s best interests.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks so much for your review!

Really pleased to hear it was easy to order and straightforward to install and even better that you’re very satisfied with it.

If you ever need any help in the future or you’re planning another project, just drop us a message and we’ll be happy to help.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks so much for your review, we really appreciate it.

Brilliant to hear you’re happy with both the product and the service.

If you ever need anything further, please do not hesitate to get in touch!

Respuesta de THEdoûr Bespoke

16 may 2026

Ciao, grazie per aver dedicato del tempo a lasciare il tuo feedback. Mi dispiace sinceramente che la tua esperienza non sia stata positiva.

Per quanto riguarda le spese doganali: prima dell'acquisto specifichiamo chiaramente che i prezzi sono indicati al netto dell'IVA e di eventuali dazi doganali, e che potrebbero essere applicate tasse locali/spese di sdoganamento alla consegna. Queste informazioni sono riportate nella nostra politica di spedizione e anche accanto ai dati di acquisto/spedizione al momento del pagamento. Tali spese sono stabilite e riscosse dalle autorità locali/dal corriere e non vengono percepite da noi.

Per quanto riguarda i punti relativi alla costruzione/installazione che hai sollevato: i nostri prodotti sono realizzati su misura secondo il nostro design esclusivo e vengono forniti pre-assemblati nel Regno Unito o realizzati su misura dal nostro team a Hong Kong, a seconda del prodotto/specifica. Poiché operiamo al di fuori dell'Unione Europea, i clienti UE devono tenere conto di eventuali spese di importazione applicabili.

Per quanto riguarda le misure: un margine di produzione di 2 mm è previsto dal design per consentire il montaggio e l'incollaggio (soprattutto per le installazioni a filo muro). Detto questo, componenti storti o viti non serrate a sufficienza non rappresentano lo standard a cui aspiriamo e, se si tratta di un vero e proprio difetto di montaggio, desideriamo assolutamente porvi rimedio.

Potreste gentilmente inviarci un'e-mail all'indirizzo sales@thedour.co.uk indicando il numero d'ordine e allegando alcune foto dei problemi riscontrati (angoli del telaio, fissaggi e punti di misurazione)? Esamineremo rapidamente la vostra richiesta e vi consiglieremo la soluzione migliore.

Siamo una piccola azienda a conduzione familiare nel Regno Unito e le vostre recensioni sono davvero importanti per noi: apprezzeremmo molto l'opportunità di risolvere questo problema in modo adeguato.

Cordiali saluti, Rhys / THEdoûr Bespoke

Respuesta de THEdoûr Bespoke

12 may 2026

Hi
thanks for your review — and I’m really sorry this has been disappointing.
I’m glad the VANdoûr arrived as expected, but I completely understand how frustrating it is if it isn’t compatible with your van. I’m also concerned to hear you didn’t get a response when you tried to arrange a return — that’s not the experience we want anyone to have.
I’ve been able to locate your order and we’ll email you directly today to get this resolved quickly.
It looks like your messages may have been going to an old/expired email address that’s no longer monitored, which would explain the lack of response. In our email to you, we’ll confirm the best place you’re seeing that address so we can help you update it going forward. For reference, the correct contact email is sales@thedour.co.uk.
For anyone ordering in future, we do have a pre-purchase measuring and compatibility guide here to help avoid mismatches:

* Measuring + product info: https://www.thedour.com/products/vandour-universal-campervan-mosquito-net

* Before-you-buy support guide: https://www.thedour.com/pages/vandour
Thanks again for the feedback — we’ll be in touch shortly to sort this out.


Rhys / THEdoûr Bespoke

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks for your feedback, and I’m sorry to hear the FLEXdoûr wasn’t what you were expecting.

Just to clarify, all of the specifications for the door are listed on the product page, including the materials used. We also don’t advertise or include a locking system with the FLEXdoûr, and this isn’t mentioned on the listing.

Respuesta de THEdoûr Bespoke

17 jul 2026

Thanks so much for your review!

Really pleased to hear the delivery was fast and that you’re happy with the product.

If you ever need any help in the future, please get back in touch!

Respuesta de THEdoûr Bespoke

3 may 2026

Thanks for taking the time to leave a review, and I’m genuinely sorry the import charges were unexpected.

Just to clarify, THEdoûr Bespoke is a UK business. For custom-made orders, items are dispatched from our Hong Kong team (this is explained in our shipping information at the time of purchase).

Because the UK is no longer part of the EU, orders delivered to Austria (and the rest of the EU) are supplied excluding UK VAT, and local VAT and any import/customs fees are charged by your government on import. These fees are not paid to us and we don’t benefit from them in any way.

Importantly, these charges would apply whether the parcel was dispatched from the UK or from Hong Kong — they’re based on Austria/EU import rules for goods coming from outside the EU.

The €150 you paid would have been the Austrian VAT plus any import/customs and/or carrier handling charges applied by the courier/customs authorities.

We do try to make this clear before purchase (in our shipping policy, on the product/shipping information, in the cart/checkout notes, and on the order confirmation), but I completely understand how frustrating it is if it’s missed at the time.

— THEdoûr Bespoke Team