Frequently Asked Questions

Welcome to our FAQ page, where we aim to provide clear and comprehensive answers to your most common questions. These are all real questions we have been asked over the years. Our mission is to offer a unique and personalised architectural experience, combining premium products, bespoke solutions, and expert guidance. Whether you're curious about our services, products, or company ethos, this page is designed to give you the information you need. If you don't find what you're looking for, please don't hesitate to contact our friendly customer support team for further assistance. We're here to ensure your journey with us is seamless, transparent, and truly exceptional.

 

Why choose you? Why not just go to a normal showroom?

Choosing us over a traditional showroom means you're opting for a unique, personalised experience. Unlike standard showrooms with limited selections, we offer a curated collection of premium architectural products and bespoke solutions tailored to your unique needs. Our team of experienced architects and engineers work closely with you to bring innovative design concepts to life. From comprehensive consultations to meticulous craftsmanship, we ensure every detail exceeds your expectations. With us, you're not just picking products—you're investing in a tailored architectural journey that's unmatched in quality and service.

 

So do you only promote your own products? That's biased, no?

While we take pride in our premium products, our priority is your project's success. That's why we offer a curated selection of products from trusted partners in addition to our own. We specialise in creating bespoke items tailored to your exact specifications, ensuring that your project reflects your unique style. Our recommendations are always based on what's best for your needs, providing you with unbiased advice and access to a diverse range of high-quality products and custom solutions.

 

Since you guys build, do you also offer installation services for the products you sell?

Yes and no. It depends on the product and which of our partners has it in stock. Some items come with installation options, while others may not. If you need installation assistance, just let us know. We're here to help and can make special arrangements to ensure your project is completed to your satisfaction.

 

Do you offer bulk discounts for large orders? Say for a whole property refurbishment?

Absolutely! We understand the importance of budgeting for large projects. We offer competitive pricing and special discounts for bulk orders. Plus, if you use one of our professional services, any applicable discount is stackable, offering even greater value. Contact our sales team with your project details, and we'll work to provide the best pricing possible.

 

Do you offer warranties or guarantees on your products and Services?

Yes, we stand by the quality of our products and services. All items come with manufacturer warranties for your peace of mind. Warranty specifics vary by product, so check the product description or contact us for more details. For our professional services, we have PI insurance for up to £1,000,000 cover and can extend this to £5,000,000 with project specific insurances if required.

 

How do I get in touch with customer support if I have questions or concerns?

Reaching us is easy! Contact our customer support team via email, phone, or our website's live chat. We're here to assist with any questions or concerns, and we strive to provide prompt and helpful assistance to ensure your satisfaction. We always respond to communications within 1 working day so it won't take long to have one of us behind you all the way. Plus we work 7 days a week, including holidays.

 

What is your process for creating bespoke items?

Our bespoke process always starts with a detailed consultation where we understand your vision and requirements first. Our team of architects and designers then develop a customised plan, incorporating your ideas and preferences. We keep you involved throughout the design and creation process to ensure the final product perfectly matches your expectations.

 

Can I see examples of past projects you've completed?

Absolutely! We have a portfolio of completed projects that showcase the variety and quality of our work. You can request to view these as a personalised presentation during our consultation service. These consultations are free, so please contact us to arrange these. We are currently working on including some examples on our website so soon you will be able to see how we've helped other clients achieve their architectural dreams.

 

What are your lead times for custom orders?

Lead times for custom orders can vary depending on the complexity and scope of the project. Typically, bespoke items take longer due to the tailored nature of the work. We will provide an estimated timeline during the consultation phase and keep you updated throughout the process.

 

Do you provide design consultations, and how can I book one?

Yes, we offer comprehensive design consultations to help you bring your vision to life. You can book a consultation by contacting us via phone, email, or through our website's booking form. Our team will schedule a convenient time to discuss your project in detail. These are by far the most cost effective way to get the ball rolling, especially if you don't really know what you are after and want expert advice.

 

What payment methods do you accept?

We accept almost all payment methods, including credit/debit cards, bank transfers, and online payment platforms. If you have specific payment preferences or need to discuss payment plans for larger projects, our sales team is here to help you find a suitable solution. We are very flexible and understand that each project has it's own unique challenges.

 

Can you help with obtaining the necessary Planning Permissions for my project?

Absolutely! That is how we started our journey. We can assist you with obtaining the necessary permissions for any project really. Our experienced team is knowledgeable about local and national regulations and can guide you through the whole application process, ensuring that all legal requirements are met for a smooth and compliant project execution. Although we cannot guarantee anything as planners have the last say, so far we have a 100% win record, touch wood. If it has a low chance of success, we will always tell you.

 

Do you offer eco-friendly or sustainable product options?

Yep! We are committed to sustainability and offer a range of eco-friendly products and solutions. From sustainably sourced materials to energy-efficient designs, we can help you make environmentally responsible choices that align with your project's goals. Get in touch and we will go through the options with you.

 

What sets your customer service apart from other providers?

Our customer service is built on a foundation of personalised attention, expertise, and a commitment to exceeding your expectations. We take the time to understand your unique needs and provide tailored solutions, prompt responses, and ongoing support throughout your project. Our goal is to ensure you feel valued and supported every step of the way. No question goes un-answered, and we aim for total satisfaction. If you aren't happy, tell us why and we will make it right.

 

Can you handle both residential and commercial projects?

Yes, we have experience handling both residential, commercial and even heritage projects of varying scales and complexities. We've designed it all. Whether you're working on a home renovation, a new build, or a large commercial development, our team is equipped to provide the expertise and resources needed to bring your vision to life. The only thing we have't designed is a massive bridge... yet.

 

How do you ensure the quality of your products and services?

We ensure the quality of our products and services through rigorous standards and practices. All our products are sourced from reputable manufacturers and undergo quality checks. Our team of skilled professionals adheres to best practices in design and installation, and we continually seek feedback from our clients to maintain and improve our high standards of quality and service. We also have stringent accreditation processes and continually expand our knowledge. If it's sold or provided by AXD, rest assured that it's good.

 

Are you affiliated with professional bodies like RIBA or RICS?

Yes and no. AXD are currently working toward gaining certification and accreditation with several professional bodies, including RIBA (Royal Institute of British Architects), RICS (Royal Institution of Chartered Surveyors), CIAT (Chartered Institute of Architectural Technologists), and CIOB (Chartered Institute of Building), as we strive to provide a holistic business platform. Unlike some competitors who may display logos without genuine affiliations, we are committed to full transparency and adherence to all professional standards and regulations. Rest assured, all our individual team members and partners have been thoroughly vetted and either possess or are in the process of possessing the necessary qualifications from these prestigious organisations where required. We are dedicated to ensuring total clarity and can provide documentation of these credentials upon request, giving you complete peace of mind regarding the expertise and professionalism we bring to your project. If that doesn't reassure you, just look at our reviews and let our customers speak for us. Experience trumps everything after all.

 

Are your services ISO accredited?

Not yet, but we are in the process. While we are quite small compared to the larger companies that need ISO accreditation, we are currently working towards obtaining ISO accreditation. We already adhere to stringent quality management standards and best practices. Our commitment to achieving ISO certification demonstrates our dedication to maintaining high levels of quality, reliability, and customer satisfaction. We continuously strive to improve our processes and services to meet the highest industry standards and ensure you receive the best possible products and solutions.