THEdoûr Bespoke Reviews 21

Antwoord van THEdoûr Bespoke

16 mei 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

Antwoord van THEdoûr Bespoke

12 mei 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

Antwoord van THEdoûr Bespoke

3 mei 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

Antwoord van THEdoûr Bespoke

13 apr 2026

We’re a UK-based company (not an EU company), so orders shipping to Ireland are supplied ex‑VAT and can be subject to import VAT/duty/handling fees charged by the Irish government/courier on arrival. Those charges aren’t set or collected by us.
- If you were based in the UK, the price you’d see at checkout would typically be around 20% higher because UK VAT (20%) would be included (and there would be no import process in the same way).
- On shipping origin:
- Pre-made items ship from our warehouse in Wales (as noted in our shipping policy).
- Custom/made-to-order items ship from our factory in Hong Kong.

In both cases, because the delivery is to Ireland and we’re not EU-based, the shipment can still be ex‑VAT with import charges due on arrival.

Also, just to reassure you: the product itself is the same made to our product designs — the difference is simply whether it’s already made and stocked vs made to order.

Regarding the review: we completely understand being unhappy about unexpected fees, but the comment about “supporting an EU company” and “USA tariffs” seems to be based on an assumption rather than anything we’ve claimed.
We’ve never presented ourselves as an EU company, and the charges applied are determined by local import rules/courier processing.

If you’re happy with the product itself, would you consider updating your review to reflect the product and your experience with it, rather than the import charges? We’d really appreciate that as we are a small family business and our reviews mean a great deal to us.

Rhys
MD
THEdoûr Bespoke

Antwoord van THEdoûr Bespoke

13 apr 2026

Thanks so much for the 5-star review, Mark! We really appreciate you taking the time to share your experience. If there’s ever anything we can help with, just give us a shout — we’d love to help again.

Antwoord van THEdoûr Bespoke

13 apr 2026

Hi Mr Clark thank you for the amazing 5-star review. We’re really glad you’re happy with Door. Our team genuinely appreciates the support, and we’re here anytime you need anything.

Antwoord van THEdoûr Bespoke

13 apr 2026

Wow — thank you, Irene! We’re so grateful for your 5-star review and for choosing THEdoûr Bespoke. Feedback like this keeps us going. If you ever have questions or want recommendations, we’re only a message away.

Antwoord van THEdoûr Bespoke

13 apr 2026

Hi Dave — thanks so much for the 5-star review.

I’m really glad to hear delivery was prompt and that our team handled your enquiries efficiently. Appreciate you also mentioning how quickly we put things right — we always aim to resolve any issues straight away.

Thanks again for choosing us, and please get in touch anytime you need a hand.

Antwoord van THEdoûr Bespoke

13 apr 2026

Hi Martin — thank you so much for the 5-star review.

It genuinely means a lot to hear how helpful the team’s been throughout your van build, and we’re really glad we could answer all your questions (no matter how many!). Thanks for taking the time to share this — we really appreciate it.

If anything else comes up as the build progresses, just shout — we’re always happy to help.

Antwoord van THEdoûr Bespoke

13 apr 2026

Hi Jan — thanks so much for the 5-star review.

Really glad to hear it’s a great fit for your small campervan setup, especially where space is tight and a door isn’t practical. Thanks as well for mentioning the fast delivery and clear descriptions — and we’re pleased the special-order sizing helped you get the exact size you needed.

If you need anything else for the build, we’re here anytime.

Antwoord van THEdoûr Bespoke

3 nov 2025

Thank you for your feedback. We’re sorry to hear you’re disappointed and would like to clarify a few points for future customers.
THEdoûr Bespoke is a small, family-run business based in Pembrokeshire, Wales. We’re fully VAT and company registered, pay our UK taxes, and our profits support our family and local charities. All our products are designed here in the UK, and we work closely with trusted manufacturing partners to offer both ready-made and custom-made solutions.
For most products, we hold stock in the UK for quick delivery—these set sizes can be trimmed at home if needed. For those wanting something bespoke, we offer a made-to-measure service. As stated next to each product price and in our shipping policy, custom orders are made by our specialist partners and shipped directly to you, typically within 15 working days due to the nature of the product.
We’re always transparent about our shipping options and policies, which are clearly detailed on our website and at checkout. Stock items can be returned if unused, while custom-made items are non-returnable as they are created to your exact specifications—this is outlined in our returns policy.
We’d also like to highlight that, when you order directly from us, you benefit from our full stock of parts and dedicated after-sales support—something you wouldn’t get if ordering overseas. Our products are our own trademarked designs, and ordering directly from overseas suppliers is not the same as ordering through us. There are significant differences in quality control, support, and costs—including hidden shipping, customs, and duty fees.
We’re proud to support both self-builders and trade customers worldwide, and we’re always happy to answer any questions before purchase. If you need any assistance or clarification, please reach out to our support team—we’re here to help!
Thank you for supporting small British businesses like ours.

Antwoord van THEdoûr Bespoke

13 apr 2026

Hi Colin — thank you so much for the brilliant 5-star review.

We’re really pleased you’re happy with the product quality, and it’s great to hear our sales and service team looked after you so well. I’ll make sure your kind words are passed on to Jackie — she’ll be chuffed to hear her fitting/cutting advice and aftercare made such a difference.

Thanks again for the recommendation, and if you need anything at all down the line, just get in touch.