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The How, the Why and the What? Some frequently asked questions answered

Product Information

Do the windows you supply satisfy Building Regulations?

All the sash windows and casement windows that we supply are fully compliant with current Building Regulations. Listed buildings and conservation area properties may be exempt from regulations – your local planning authority will be able to advise you if you are unsure.

Are your windows painted?

The new windows we supply are treated with a wet rot, dry rot and woodworm preservative before being sprayed with primer and 3 coats of microporous paint.

Do you only make standard window sizes?

In addition to our standard range, we offer made to measure sizes . To discuss your requirements, speak to our Sales team or visit our website to find out more about your possible choices.

What is the difference between a box sash window and a spiral/spring balance sash window?

A box sash window operates on a traditional cords & weights system. The cords & weights are encased in boxes in the sides of the frame. They are installed so that these boxes hide behind the brickwork. Spiral/spring balance sash windows operate on springs, eliminating the needs for additional boxes on the frame.

Do my handles come included?

Yes, all our windows are finished with handles. Our windows are fitted with polished chrome handles as standard, but you can request other options for an extra charge depending on the choice of design you are looking for.

You don't have the ironmongery I want. Could you supply something different than your shown choices?

You are welcome to send us links of the ironmongery that you prefer. As long as they fit the window profile and the locking mechanisms, we can purchase these separately and add them to your order. Please note, we will charge extra for the fitting of these. Alternatively, you are welcome to purchase these yourself and send them in to us. Please make sure you contact us before placing your order.

What material are your windows made from?

Our standard size windows in shop are all made from high quality laminated engineered softwood. The timber is finger jointed and engineered with the knots and splits removed, and laminated with glue under high pressure to produce a strong, stable product. But as a bespoke product, we can offer you Meranti and Oak windows, which are Hardwood options. Visit our website to find out more.

Can I repaint the product you supplied me with?

You can, although this is not recommended unless it’s necessary. We have a wide range of many colour options to choose from, so please make sure you enquire so that we can provide you with your desired options.

Want it? Can't find it?

Can’t find what you’re looking for? We can also supply bespoke windows and doors made to fit your own requirements. Our bespoke window service ensures that we can customize your new windows to any size, shape or style you require. With us, you have infinite possibilities that influence the design of your home. Just visit our website and find out more about all of your possible choices.

Delivery & Collection

How long should we expect to wait from order to delivery?

All windows on this website are available for purchase now, they can be delivered in as little as 3-5 working days (could increase slightly during busy periods). With our customized delivery schedule, you get to choose when your order is delivered. This way, you can pick out windows for your new house before you’ve even moved in, or choose to have your new window arrive just in time for mom’s visit. Please note, that the items are dispatched in 1-3 days. Due to the nature of the items, a pallet delivery needs to be booked, and it may take some time for it to be arranged.  If there will be some changes in your delivery date, our Customer Care will contact you.

I need my windows in a hurry!

Normally our production is prioritized by order but if you have special requirements, please call us on 01322 332237.

Can I change my delivery date?

Yes, the delivery date of your order can be changed up until three (3) days before the scheduled date. To make this change, contact our Customer Care team.

Can I collect my windows?

We always welcome collections from our storage, simply choose ‘own collection’ when ordering. We’ll give you a collection date to let you know when everything will be ready. You can collect your windows at Unit 4, Oasthouse Way, Orpington, KEnt BR5 3PT.

Where do you deliver?

We currently deliver to most postal codes in UK Mainland. To find out for sure if we deliver to your area, simply call us on 01322 332237 before placing an order.

Payment Information

What payment methods are accepted?

Paying for your order is easy! You can use PayPal to buy our windows.  It’s a fast and secure way to purchase our products online. PayPal has all of your details saved, so all it takes is an email address and password to safely complete your online purchase. If you do not have a Paypal account, you can select Pay with a debit or credit card and enter the card type and cardholder details, then click Continue to progress through the payment process.

We apologize, but we don’t accept checks, money orders or purchase orders for Ranebrook Windows orders. If you’d like to pay by phone, please call us on 01322 332237.

What happens if there is a pricing error?

We do our best to provide accuracy in the pricing and other product information displayed on our website, but mistakes sometimes happen. In such cases, Ranebrook Windows expressly reserves the right not to honor pricing errors found on this website when accepting an online order. If an error occurs, we’ll let you know and cancel the order. Any authorized payments for that order will be immediately refunded. If you find an error once your order is delivered, please contact our Customer Care team.

Orders, Returns and Refunds

What do you do with my information?

We use your info to fulfill your order accurately and quickly, and to improve your shopping experience. We respect your privacy and never share this information with anyone, except in connection with your order. If you want to know more, take a look at our Private Policy.

How do I track my order?

To view the status of your order, simply log in to your account and click “Online Order.” Then, select the Delivery Document you want to review. Your Delivery Document will show you which items you’ve ordered and when they will be delivered.

Can I cancel my order?

Orders can be cancelled as long as they haven’t already been loaded onto our delivery trucks. To cancel, please contact our Customer Care team at least 72 hours prior to your delivery date and we will promptly refund your credit card. In some cases, there may be a restocking fee or delivery fee if the order is cancelled after it has already been picked up for delivery.

Do you accept returns?

We hope you’re happy with your item. However, if you are not completely satisfied with your purchase for any reasons you are welcome to return your items within 28 calendar days. For more information, read Returns And Refunds

How long does a refund take?

We aim to get all refunds fully processed in up to 14 working days from the point when you notify us of cancellation. However, in most situations, this is processed a lot quicker. Upon receiving your confirmation email of detailing your cancellation, the refund will show back in your bank within 3-5 working days.


Can you fit my windows?

We do not offer a fitting service for single windows. However, fitting is a basic job for any good joiner or builder. You are sure to find a joiner in the trade section of your local paper.

I've read trough your FAQ and still need help, what should I do?

Not to worry, we have our highly trained staff manning our phones 9.00-17.00 Monday to Friday on 01322 332237 just waiting to answer your call. They will be more than happy to assist you in any way possible and you can even purchase your windows over the phone with them if you like. Alternatively, you can send us any questions using and we will get back to you as soon as we can.

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