Support
Get expert assistance anytime with our 24/7 support. We're here to help with all your design needs.
Consultation Booking
Schedule consultations for personalised interior design.
Project Timelines
Learn project timelines for custom design projects.
Custom Design
Tailor designs to match your unique preferences.
After-Sales Support
Access after-sales support for completed projects.
Warranty Options
Explore warranty options for peace of mind.
Special Requirements
Discuss any special requirements with our team.
Design Assistance
Assistance available for specific design requirements.
Design Preferences
Crafting designs to mirror your distinct style.
Customer Care
Catering to your needs with expert care, 24/7.
I’m a new customer placing an order with Brichwood and have been set up with a proforma account, what does this mean?
New BRICHWOOD customers are set up with a proforma account, responsible for payment after placing an order. Goods are not dispatched until payment is received, and lead time starts after payment is received. Online orders can be paid upfront upon checkout.
What are the opening times of your Trade Counter?
Our Trade Counter is open Monday – Friday from 8.30am – 4.30pm.
I’m in Northern Ireland / Republic of Ireland, can I collect items from Birchwood?
Birchwood offers collection from its Trade Counter in TimeBridge, requiring customers to place orders in advance to reduce waiting times.
How do I know my order has been placed?
To order custom products, please provide detailed specifications or drawings via email; verbal orders are not accepted. Ensure you include the product range name and required dimensions. We will send an acknowledgment upon receiving your order to confirm technical details and pricing.
Production begins 24 hours after you receive this acknowledgment. Changes to your order must be made within this timeframe. Orders with six or more pieces will require an additional week for delivery.
We may decline to produce custom sizes if deemed impractical or prone to future issues such as structural instability.
I wish to place a large order for a contract, what should I provide?
Competitive discounts are available for bulk / contract orders. Birchwood expects relevant forecasts of usage for bulk / contract orders. When placing bulk orders, please take into consideration that extended lead times may apply and will be advised by our Key Account Managers. Extra stock can be held specifically for you if you can provide projections.
How do I place orders for special products?
Orders for special products require a detailed specification, and must be sent via email. Production commences 24 hours after acknowledgment, and orders with 6 pieces or more have an additional week for delivery. Special size products may be declined if they are impractical or susceptible to future issues
What delivery options are available?
Birchwood customers benefit from a designated dispatch day for reliable delivery. We offer an Express Delivery service for next-day shipping, available only when necessary. The 24-48-hour Express Delivery option depends on product type and order volume. For more information, please contact your Key Account Manager or Business Development Executive.
What are your order cut-off times for next day delivery?
Orders for our express delivery service must be placed by 10am in Northern Ireland and the Republic of Ireland for same-day dispatch, and 24 – 48 hours in the Ireland.
I have goods I wish to return, what is your company policy?
Birchwood requires written approval for return of goods, with terms determined at discretion. Special sized products are non-returnable and non-refundable within 28 days of receipt.
What are the terms & conditions around special sized products?
Once production has started, orders for custom sizes cannot be canceled. Custom items are non-returnable and non-refundable.
What happens if I return goods to Birchwood without approval?
Birchwood reserves the right to return or store goods without prior written approval, without affecting any rights or remedies it may have.
Will I be liable for any charges when returning my goods?
What product guarantee is offered with Birchwood products?
Birchwood provides a 5-year product guarantee for defects in materials and workmanship, and a 10-year guarantee for Vauth-Sagel storage and bin solutions. Issues are handled individually, and replacements are provided if manufacturing faults are confirmed upon checkout.
How can I find details about your product warranties?
You can find information about our product warranties on our website or by contacting our customer support team.
As a new showroom customer interested in selling our product ranges, who should I reach out to?
To access our trade portal and initiate the process of selling our product ranges in your showroom as a new customer, please visit our website and navigate to the TRADE ACCOUNT section. From there, you can find detailed instructions on how to register as a new showroom customer and start your partnership with us. If you encounter any difficulties or have questions, our customer support team is available to assist you through the trade portal messaging system.
Do you offer product training?
Birchwood provides every customer with a devoted Area Sales Manager, offering specialized product training and top-notch technical aid, along with a host of support amenities.
I have a showroom, do you have offer a display design service?
Birchwood provides a customized in-house design service to assist retailers in creating visually appealing commercial showroom displays.
Do you have a trade pricelist available for your products?
We provide digital and hard copies of our trade pricelists, one for kitchen and one for bedroom ranges, and can be contacted by your Key Account Manager or Business Development Executive.
I am an existing retailer and I would like to get my company listed on your website as a retailer, who do I contact for more information on this?
To join our approved network of BIRCHWOOD retailers and secure a listing on our website, please contact your Area Sales Manager for more information on listing criteria.
I am a Birchwood customer and would like to use imagery which promotes the Birchwood range in my own promotional material, who do I contact on this?
Birchwood customers can use Birchwood imagery for brand marketing in print or web. Access is via Birchwood online login. All imagery and content are Birchwood property, and repurposed content must be credited as Birchwood. For inquiries, email hello@bybirchwood.com
I don’t have a Birchwood Online account but would like one, who do I contact?
New BIRCHWOOD customers are set up with a proforma account, responsible for payment after placing an order. Goods are not dispatched until payment is received, and lead time starts after payment is received. Online orders can be paid upfront upon checkout.
What payment options are available to me on Birchwood Online?
Our Trade Counter is open Monday – Friday from 8.30am – 4.30pm.
Am I able to create quotes on Birchwood Online?
Birchwood offers collection from its Trade Counter in TimeBridge, requiring customers to place orders in advance to reduce waiting times.
What products are available to order on Birchwood Online?
All orders placed will be acknowledged in writing. For all orders placed through Birchwood Online, you will receive an email confirmation to let you know the order has been received. It is vital that you notify Birchwood immediately of any discrepancies.
Please note: credit stopped orders will affect acknowledged delivery dates.
Can you order Colour Match ranges on Birchwood online? For a contract, what should I provide?
Orders for special products require a detailed specification or drawing and must be sent via email hello@bybirchwood.com. Production commences 24 hours after acknowledgment, and orders with 6 pieces or more have an additional week for delivery. Special size products may be declined if they are impractical or susceptible to future issues.
Installation advice
Installing a new kitchen or living space
Before starting the installation process, it’s important to carefully plan and prepare. Consider factors such as the layout of the space, the placement of appliances or furniture, and any necessary electrical or plumbing work. Our design team can provide expert advice and guidance to help you make informed decisions.
Installation services for your bespoke designs
While we do not directly provide installation services, we work closely with trusted contractors and tradespeople who can expertly install our bespoke designs. We can recommend professionals with experience in installing custom kitchens, bedrooms, and living spaces to ensure that your project is completed to the highest standards.
Smooth installation process
To ensure a smooth installation process, it’s essential to communicate clearly with your chosen installer and provide them with detailed plans and specifications. Make sure to schedule regular check-ins to address any questions or concerns that may arise during the installation. Our team is available to provide support and assistance throughout the process.
Special considerations for installing custom-designed furniture
When installing custom-designed furniture, it’s important to ensure that the dimensions and specifications match the space and that any necessary modifications are made to accommodate the design. Our design team can work closely with your installer to provide detailed instructions and guidance for a seamless installation.
Encounter challenges during the installation process
If you encounter challenges during the installation process, don’t hesitate to reach out to our team for assistance. We have extensive experience in navigating installation issues and can provide expert advice and solutions to help overcome any obstacles. Our priority is to ensure that your project is completed successfully and to your satisfaction.
How should I care for my bespoke furniture in relation to heat and moisture?
To maintain the integrity of your bespoke furniture, it’s essential to protect it from excessive heat and moisture. Avoid placing furniture near sources of direct heat such as radiators or fireplaces, as prolonged exposure can cause wood to warp or crack.
Additionally, be mindful of moisture levels in the environment, especially in areas prone to high humidity or moisture, such as kitchens and bathrooms. Use coasters or trivets to protect surfaces from hot dishes and wipe up spills promptly to prevent water damage. Regularly dust and polish your furniture to help maintain its appearance and protect it from environmental factors.
How can I protect my furniture's color and integrity from the effects of light exposure?
Preserve both the color and structural integrity of your furniture by shielding it from prolonged exposure to direct sunlight or harsh artificial lighting. Consider using curtains, blinds, or UV-filtering window films to minimize the impact of UV radiation. Additionally, rotating your furniture periodically can ensure even exposure and prevent uneven fading or discoloration over time.
What is the best way to clean doors, regardless of their material or type?
Cleaning doors is a simple task, regardless of the material. Start by dusting the surface with a soft, dry cloth or a feather duster to remove any loose dirt or debris. For light cleaning, a mixture of mild dish soap and warm water can be used to gently wipe down the door.
Avoid abrasive cleaners or harsh chemicals, as these can damage the finish or material of the door. For stubborn stains, a solution of equal parts vinegar and water can be effective. Always remember to dry the door thoroughly after cleaning to prevent water damage or streaking.
How should I care for foil and high gloss finished doors to maintain their appearance?
Foil and high gloss finished doors require specific care to preserve their glossy shine and appearance. Avoid using abrasive cleaners or rough materials, as these can scratch or dull the surface. Instead, use a soft, microfiber cloth dampened with water or a mild, non-abrasive cleaner specifically designed for glossy surfaces.
Wipe the doors gently in a circular motion to remove any dust or smudges, then dry them thoroughly with a clean, dry cloth to prevent water spots or streaks. Regular maintenance will help keep your foil and high gloss finished doors looking sleek and beautiful for years to come.
Where can I access the current lead times for your ranges?
New BIRCHWOOD customers are set up with a proforma account, responsible for payment after placing an order. Goods are not dispatched until payment is received, and lead time starts after payment is received. Online orders can be paid upfront upon checkout.
Can lead times change?
Our Trade Counter is open Monday – Friday from 8.30am – 4.30pm.
Do you offer product training?
Yes, we offer comprehensive product training to ensure our customers get the most out of their purchases. Our training sessions cover everything from assembly and installation to maintenance and care instructions. Additionally, we provide detailed product manuals and instructional videos to support our customers every step of the way. If you have any questions or need assistance, our team is always here to help.
What are ex-stock products and what options are available?
Ex-stock products are items that are readily available in our inventory for immediate purchase and delivery. These products are pre-manufactured and ready to be shipped without any additional lead time. Our ex-stock options may include a variety of furniture pieces, accessories, or decor items that are popular and frequently requested by our customers. Options available for ex-stock products may vary but often include different colors, sizes, and finishes to accommodate various preferences and needs.
Please check our website or contact our customer service team for current availability and options.
Do you offer an in-house Paint to Order service?
Yes, we offer an in-house Paint-to-order service to provide customers with customized finishes tailored to their preferences. Whether you desire a specific color, shade, or finish for your furniture or interior decor, our skilled artisans can accommodate your needs.
With our Paint to Order service, you have the flexibility to personalise your pieces to match your unique style and vision. Please contact our team for more information on this service and to discuss your customization options.
Are you able to Colour Match to a specific shade which is not offered as part of your standard palette?
We offer a Color Match service to accommodate customers seeking a specific shade that is not included in our standard palette. Our skilled artisans can work with you to match the desired color precisely, ensuring that your furniture or decor perfectly complements your vision. Please reach out to our team to discuss your color-matching requirements, and we will be happy to assist you in achieving the desired look for your space.
What is available as part of your Stain to Order service?
Our Stain to Order service offers customers the flexibility to customize their furniture with a wide range of stain options. You can choose from various wood stains to achieve the perfect color and finish for your desired aesthetic.
Whether you prefer a rich mahogany, a warm oak, or a contemporary espresso, our skilled artisans can tailor the stain to match your preferences. Additionally, we can provide samples and guidance to help you select the ideal stain for your furniture piece.
Please contact our team to explore the options available and discuss your customization needs.
Do you offer Made to Order options?
Yes, we provide Made to Order options for customers seeking personalised and customized furniture pieces. Our Made to Order service allows you to tailor various aspects of your furniture, including dimensions, materials, finishes, and design details, to suit your specific preferences and requirements.
Whether you’re looking for a bespoke sofa, a custom dining table, or a unique storage solution, our skilled craftsmen can bring your vision to life. Please contact our team to discuss your Made to Order options and start creating your one-of-a-kind furniture piece today.
Where can I easily locate all door style and finish options available to me?
You can easily explore all available door style and finish options on our website. Simply visit our “Doors” or “Products” page, where you’ll find a comprehensive catalog showcasing our range of door styles, finishes, and customization options.
Each product listing includes detailed descriptions, high-resolution images, and specifications to help you make an informed decision. Additionally, our customer service team is available to assist you with any questions or guidance you may need while browsing our selection. Start browsing today to find the perfect door style and finish for your space!
Where can I access technical information on Birchwood product ranges and details on how to install them?
Birchwood’s digital product application guide offers detailed insights into various product applications and concise fitting instructions.
Should you prefer a physical copy, kindly request one through your designated Birchwood representative. Alternatively, digital copies are readily available for download via our exclusive Trade Login on Birchwood Online.
Please contact our team for more technical information.
Are your door ranges FIRA & CATAS approved?
Yes, our door ranges are FIRA and CATAS approved, ensuring they meet stringent industry standards for quality, durability, and performance. These certifications provide our customers with peace of mind, knowing that our products have undergone rigorous testing and assessment by reputable organizations.
For more information on our certifications or to view specific product approvals, please contact our customer service team.
Are your door ranges FSC certified?
Our door ranges are FSC certified, demonstrating our commitment to sustainability and responsible sourcing practices. The Forest Stewardship Council (FSC) certification ensures that the wood used in our doors comes from responsibly managed forests that meet strict environmental and social standards.
By choosing our FSC-certified doors, you can trust that you’re making an environmentally conscious decision. For more information on our certifications or to explore our FSC-certified door options, please contact our customer service team.
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