Frequently Asked Questions (FAQ)

Can I cancel my order?

If you have placed your order and unfortunately need to cancel, this can only be done within 24 hours of the order being placed (the next business day). After this time, your order may have begun the manufacturing process and risks product already being cut. An administration charge of 10% of the cost of your order will be deducted from your refund for cancelled orders prior to manufacturing. Refunds will be processed within 7 days of written notice of cancellation. Payments will be refunded in the same manner as it is received e.g. Credit card or Bank Deposit. 

Can I return my order & get a refund?

Unfortunately as your order has been made to suit your window sizes; we are unable to accept returns for custom-made goods.

Can Twenty Six Letters install my DecoGlide™?

We do not provide an installation service, but have taken every effort to design the DecoGlide™ to ensure installation is a simple task. The DecoGlide™ comes partially assembled, and a minimal number of steps are required to complete the installation. We provide installation instructions with your DecoGlide™ order or go to the Installation Instructions to view or follow the effortless instructions. 

Delivery Charges

We show all delivery charges upfront on our website. Once you fill in your details to place your order, the website will generate a delivery fee according to your state and suburb. This must be paid for when you place your order.

Do you have a Media Kit that I can receive?

Yes! It is right here or alternatively please contact Nest PR on +(613) 9689 0902; Louise Rudzki +(61) 414 784 359.

Do you provide a measuring service?

No, we do not provide a measuring service. You can download our Measurement Guide, which will explain in clear terms the measurements we require for your particular opening.

Does Twenty Six Letters share information with third parties?

We do not sell, trade or rent your personal information to others. However, we do use other companies and individuals to perform services on our behalf, such as delivery and freight companies. They will have access to your personal information needed to perform these services, but we will not authorise them to use your information for other purposes. For more information please see our Privacy Policy.

How accurate are the colours shown at your website?

Colours shown on monitors can vary depending on the settings of each individual computer and the resolution of images. Please use the colour samples as a guide and be aware that slight variations can occur.

Also note that timber screens are a natural product and therefore, can vary from each screen in grain and colour. This is what makes a timber screen unique and is not seen as a fault in the product.

How and when is my order delivered?

We only use reputable freight companies that are capable of servicing every state of Australia.

Once your order is ready for dispatching, a customer service assistant will contact you to advise you on the scheduled delivery day. The delivery will be from 9am to 4.30pm Monday to Friday.

All deliveries will require a signature and therefore must be attended in person. Deliveries will not be left on the doorstep, or at your delivery address. If nobody is home, redelivery will incur an additional fee, which will need to be paid before redelivery can occur. 

As Twenty Six Letters uses an outside freight company, from time to time delays can occur. We will endeavor to notify you as soon as possible of any foreseeable delays in your delivery.

How can I enquire about the DecoGlide™ if I am a Design Professional, or Contractor?

Having worked in the industry for many years, we know what architects, interior designers and builders need from their consultants during the design process, documentation and construction phases of a project. We offer a personalized and reliable service for those design professionals and contractors interested in creating a custom DecoGlide™ product for their next project. Whether your project is still in the design phase, or has commenced construction, we can provide you with advice and assistance.

Contact us today to see how we can help install the DecoGlide™ in your next building project or alternatively download the DecoGlide™ Specifications.

How do I know my information is secure?

We understand how important Internet security is to our customers, when storing information that you provide us, which is why the Twenty Six Letters site allows you to pay online using Paypal. Paypal is a secure online payment system that keeps all your information confidential. It does not share any of your credit card or bank details with us. They are renowned for their highly sensitive data encryption. For more information please visit Paypal at www.paypal.com.au.

How do I place an order with Twenty Six Letters?

Placing your order with Twenty Six Letters is simple and convenient. The process is through our secure online ordering system. Just follow our step-by-step instructions:

  1. Start by selecting the design you like.
  2. Select the Basic Configuration for your order, including the type of wall you have and the opening type.
  3. Enter your measurements, remembering to only use millimeters.
  4. Select your material.
  5. Select your colour or finish.
  6. Select the colour of your tracking.
  7. Review your order.
  8. Add your order to your Cart, and continue shopping if required.
  9. When you have completed shopping, review your order.
  10. Go to check out for payment and delivery details.
  11. Your order has now been completed, time for a coffee.

Remember if you have any questions, we will be happy to answer them for you. Easy.

How long will it take to get my order?

Because the DecoGlide™ is custom made to your measurements, manufacturing will take up to 6 weeks.

We will work hard to complete your orders earlier than the above time frames.

Note: Times can vary and the above quoted manufacturing days should be used as an approximate guide only. We will endeavor to notify you as soon as possible if there is a possibility of any delay.

The DecoGlide™ will then be delivered to you and the delivery time can vary, depending on which state you are in.

How much will the DecoGlide™ cost?

The cost of of the DecoGlide™ ranges from $67/m2 to $475/m2. The price will depend on the combination of selected design and material. For example: the ‘Fifteenth’ design in the Opaque Acrylic retails for $60/m2; the ‘Timeless’ design in the Plywood retails for $435/m2.

Our Order Form automatically generates a quote for you when you put in your opening size, select a design and select a material. This is an easy way to quickly see how changing your design and material selections will affect the price of your custom DecoGlide™. Please visit our Designs Page, and scroll down to the Order Form, which you can fill in to get a precise quote for your DecoGlide™.

If you have any questions regarding pricing, please feel free to call or email us, we are only too happy to help.

Is the DecoGlide™ made in Australia?

Yes, the DecoGlide™ is Australian designed, manufactured and assembled.

What can I do if I need advice on Measuring?

Measuring your window is very simple. You will need to follow our simple Measurement Guide. As you will see, the instructions are straightforward and easy to follow. You will need to make sure that you double check your measurements to ensure your DecoGlide™ fits beautifully. If you are still unsure, we are only too happy to answer any questions you might have in regards to measuring or general product enquiries.

Do not hesitate to call us Monday to Friday 9am to 5pm AEST on (03) 9016 2627 or contact us through this website.

For tricky windows such as corner windows, or odd shaped windows, we suggest you visit our Custom Design page, which is tailored to guide you through the information we require for such openings.  We suggest including a digital photo of your opening with your inquiry, so we can see exactly what needs to be measured and better assist you in doing so.

What do I need to do to install my DecoGlide™?

You can view our Installation Instructions, to familiarise yourself with the few steps required to install your DecoGlide™.

We recommend you have the following tools available for installing your DecoGlide™: a pencil, a power drill, a screwdriver, a spirit level, and a pair of scissors. Please note, screws or fittings to fix the DecoGlide™ track to the wall are not provided and you will need to select screws or fittings that are suitable for your wall type, and capable of carrying the weight of the DecoGlide™. If you are uncertain, consult your local specialised retailer. Brackets for mounting are supplied with the DecoGlide™.

What forms of payment do you accept?

We make it easy to order online by accepting various forms payments viaPaypal. The following are accepted through Paypal:

• Credit Cards - Mastercard, Visa & American Express
• Direct Deposit - You can perform a bank transfer via Paypal.

Manufacturing will not begin on your order until full payment has been received.

What happens after I have placed my order?

Once you have placed your order, we will send you a receipt of your order. We will then proceed to finalise the details of your design and order and send you a Final Order by email for your express approval (Order confirmation). Once you have sent your Order Confirmation of your Final Order by email, we will begin manufacturing your DecoGlide™.

What happens if I measure incorrectly?

Call us on (03) 9016 2627 or send us an e-mail within 24 hours. If you have notified us before the Final Order stage, it may be possible to make changes to your order. Unfortunately, once you have expressly approved your order for manufacturing, your order cannot be changed. Please read the ‘Measurement Guide’ very carefully prior to measuring your window. Feel free to contact us if you have any questions prior to placing your order, as we are happy to guide you through the process.

What happens if I need to change my order?

If you find that you need to change your order, this can be done up until you provide an Order Confirmation. You can make changes either by calling or emailing us. Please note however, any amendments to your order may increase the price of the Order. We will require additional payment before any amendments are made. For this reason, we recommend you double-check your measurements, colour and material selection and the design you have chosen prior to placing your order online.

Once any changes are made and full cleared payment received (if applicable), we will send you a further receipt of payment, summary of the Order with the changes included and a design document setting out the details of the Products with the changes included. You must give express approval to these documents by email, and your email will be the Order Confirmation. Upon receipt of the Order Confirmation and full cleared payment of any additional payment (if applicable), the Order will be processed and be deemed final. No changes to your order may be made after this Final Order. 

For further details please read our Terms of Sale

What happens if my order is damaged during delivery?

Please ensure you check your order upon delivery. If for any reason your order is damaged, contact us as soon as possible after your delivery. We will contact the freight company to organize for recollection and replace your screen if it has been damaged during delivery. All goods must be packaged appropriately for the return journey.

What happens if my order is lost in delivery?

The reality is that this can happen from time to time. We will replace the ordered items after a reasonable period of time has been given for the freight company to try to locate the missing items. We deem this to be 14 working days.

Orders that have been delivered to the given address, and have gone missing after being delivered, cannot be claimed as lost deliveries.

What if I have a design in mind that I would like for my DecoGlide™ or an unusual opening for my DecoGlide™?

Twenty Six Letters offer a custom design service for your DecoGlide™. The  custom design process has been tailored to ensure we clearly understand your requirements and are able to deliver them in the shortest time possible, to your specifications and within your budget. 

The process is simple and is step by step:

  1. Take a few minutes to fill in the custom enquiry form, letting us know exactly what you would like.
  2. We will contact you to go through your requirements. 
  3. A confirmation quote will be issued to you, confirming the overall dimensions, number of screens and your budget. This will also include an invoice for the one off design fee, which is payable before any further design work can proceed.
  4. Once the payment has gone through, using your brief, we will prepare three design options for you to choose from. We aim for a week turnaround in providing you with these initial designs. 
  5. You let us know which design you prefer and/or any changes you would like to make.
  6. We issue you with a Final Order, based upon the changes you have requested. We also issue you with a request to pay for your customized DecoGlide™ online. If you are not satisfied with the design at this stage, we will of course continue to work until you are happy, but advise that any design work beyond this point will be charged at an hourly rate.
  7. Once the payment has gone through, we will commence manufacturing your DecoGlide™, with turnaround times as per our standard practice.
What kind of information does Twenty Six Letters collect?

We collect information, such as name, address, email address and telephone number from you if you make a purchase at our website. Credit card numbers are not held by Twenty Six Letters as the transaction goes through Paypal. When you visit our website the only information we may request is your email address if you choose to sign up for our promotional material and this is voluntary. For more information please see our Privacy Policy.

What materials, sizes and colours is the DecoGlide™ available in?

The DecoGlide™ is available in three materials- Timber,  Polyester and Acrylic Plastic . 

The Timber option is available in either a Plywood or MDF board. 6mm Plywood is finished in a durable and resilient gloss finish that retains and enhances the natural richness of the wood grain. It is an extremely durable and stable natural material that exudes warmth, whilst being highly practicable for everyday use. The maximum size of a Plywood screen is 2400 x1200mm. The timber option is also available in a 6mm MDF board finished in a gloss Two Pack paint finish, providing excellent durability and hardness and available in 14 colours. The maximum size of an MDF screen is 3000 x 1200mm. 

The Polyester is a rigid, lightweight and highly durable 7mm panel, available in three colours. Manufactured with 60% recycled PET, it provides not only a distinctive and unique aesthetic, but also comes with impressive sustainability credentials. The maximum size of a Polyester Screen is 2400 x 1200mm. 

The Acrylic option is available in either Opaque or  Semi-translucent finishes. 6mm synthetic opaque plastic panel has excellent resistance to ultraviolet radiation and weathering. Acrylic plastic provides an unsurpassed colourfastness, and is available in a high gloss finish, with a reflective elegance. The maximum size of an Solid Opaque Acrylic Screen is 2400 x 1200mm. 6mm semi - transparent acrylic plastic sheet diffuses the light in a seductive manner. Extremely durable, it provides scratch resistance, colourfastness, weather resistance and is insensitive to traces of everyday wear. It is restful to the eye, mood-enhancing, pleasant to the touch and available in a range of contemporary colours. The maximum size of an Translucent Acrylic Screen is 3000 x 1200mm.

Click here to see the material and colour options

(please note - all dimensions give the height first, followed by the width)

What sort of openings is the DecoGlide™ suitable for?

The DecoGlide™ is suitable for use on many types of windows and doors, including sliding, swing and bifolding doors, as well as doors with sidelights. It is also suitable as a room divider or wall hanging. It is not suitable for openings that are greater than 2900mm in length, or 3000mm in height.

For openings greater than 2900mm wide or 3000mm high, we recommend you fill in our Custom Design form for unusual openings, and we will get back to you with how we can assist. Please visit our Custom Design page.