THEdoûr Bespoke Avis 

Réponse de THEdoûr Bespoke

Actualisé le 2 juin 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.

Réponse de THEdoûr Bespoke

16 mai 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

Réponse de THEdoûr Bespoke

12 mai 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

Réponse de THEdoûr Bespoke

3 mai 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