Frequently asked questions

Online by Bancontact, credit card or bank transfer — secured by Stripe. Business customers can request a quote and, once approved, pay on invoice.

Yes, all prices on the site include VAT, usually 21%. If we install in a home older than 10 years, 6% may apply: for solar panels you select this in the configurator; for other work, we arrange it in the quote. On quotes and invoices, business customers see prices excluding VAT, with the VAT shown separately.

Certainly. Enter your company name and VAT number at checkout and the invoice will be made out in your company's name. For larger quantities or projects, it is better to request a quote via the Business & quotes page.

We send standard items with GLS: €7.95, free from €65. To the Netherlands: €11.95, free from €75. Made-to-measure products (fly screens, façade cladding and custom folded aluminium) never go by parcel service — 6-metre lengths simply do not fit. You collect them in Tongeren-Borgloon or we deliver them to your home: €60 in Limburg and the province of Liège, €69 in Antwerp, Brussels, Flemish and Walloon Brabant and Namur, €79 in East Flanders and €109 in West Flanders, Hainaut, Luxembourg and the Netherlands.

Standard items from stock are dispatched within 2 working days; GLS usually delivers the next working day. For made-to-measure products, you will find the delivery time under the product group below.

Once your order has shipped, you automatically receive a GLS tracking link by email, and you can also find it with your order in your customer account. For made-to-measure products and home delivery, we call you to arrange a delivery day.

Yes, free of charge: Vrijheidweg 1, Tongeren-Borgloon. Choose "Collection" at checkout and wait for our message that your order is ready before you come — until then, it has not yet been prepared. For long lengths (façade cladding, folded aluminium), bring a trailer or roof bars — 6 metres is longer than you think.

As a consumer, you have a 14-day cooling-off period from delivery. You may examine the item as you would in a shop; if it has been used beyond that, we deduct the diminished value. Made-to-measure products — anything made to your measurements or in your colour — are excluded from the right of withdrawal by law: that 1,000 × 2,150 mm fly screen door in RAL 7016 only fits your home. That is exactly why we check every made-to-measure order in advance. We also order ONZO letterboxes specially for you, so the right of withdrawal does not apply to them either.

Report it within 2 working days via the contact form, with a photo of the packaging and the product. We will send a replacement or arrange for the item to be taken back — you do not need to negotiate with GLS yourself.

A 2-year statutory guarantee on everything. On the coating quality of our own windows and doors, we give a 10-year colour-fastness guarantee, subject to normal maintenance, and ONZO gives 5 years on its parcel letterboxes.

Clean twice a year with a non-aggressive cleaner and protect once a year — half an hour's work. Never use abrasives or aggressive degreasers on powder-coated aluminium. Everything you need is in the Novatio Maintenance Box; it is literally what our own installers use.

Cleaning and degreasing products for dirt, surface protection to seal the coating afterwards, and lubricants for hinges and locks. Every product page explains what the product is for and how to use it; if in doubt, send a photo via the contact form.

Yes. We only sell the Novatio range that we use ourselves every day on powder-coated aluminium, rubber seals and hardware. Follow the instructions on the packaging and always test a new product on an inconspicuous area first.

The cleaners and protectors also work on PVC windows and painted wood. They are not intended for untreated wood.

Follow the measuring guide in the configurator: for each product, it tells you which measurement to take (for a fly screen, for example, the clear opening of your window frame; for a sliding fly screen door, the overall size of the panel) and shows it with drawings. Always measure in several places and enter the measurement as the guide asks; we calculate the clearance ourselves.

Every made-to-measure order is checked by our workshop before production. If anything stands out — a suspicious measurement, an odd proportion — we contact you first. Unsure yourself? Send a photo of the opening with your measurements via the contact form, and we will check them before you order.

Standard fibreglass mesh (grey or black) is almost always sufficient; black is the easiest to see through. If you have dogs or cats, choose Petscreen, which is seven times stronger. Want to keep out the sun as well? Choose solar screen fabric. For doors, we recommend Petscreen as standard — they simply take more knocks.

Often, yes. The configurator deliberately stops at the sizes we can guarantee sight unseen; beyond that, we look at it together. Send your measurements and a photo via the contact form and you will receive a tailored quote.

Fly screens for windows and doors: approx. 20 working days after you order. They are made to measure for you, in Belgium.

We cut to size up to 6 metres, in any RAL colour. Standard colours are quicker; a special colour extends the delivery time.

Cut to size: approx. 20 working days after you approve the shop drawing. A non-standard colour can take longer; we will let you know when you order.

Lengths of up to 6 metres do not go by parcel service. You collect them in Tongeren-Borgloon (bring a trailer or roof bars) or we deliver to your home: €60 in Limburg and the province of Liège, €69 in Antwerp, Brussels, Flemish and Walloon Brabant and Namur, €79 in East Flanders and €109 in West Flanders, Hainaut, Luxembourg and the Netherlands.

Yes, with our own teams in Limburg and the surrounding area. The configurator in the online shop is for people who install it themselves; if you would like us to install it, ask via the contact form and we will first schedule a free site visit, after which you will receive a full quote.

Schrack circuit breakers and RCDs are professional equipment: have them installed by a qualified electrician. After a modification or extension of your installation, AREI (the Belgian electrical installation regulations) requires an inspection by an approved inspection body.

That depends on the circuit and the cable behind it: each product page states what that current rating is for. If in doubt, send us a photo of your consumer unit via the contact form.

Yes, with our own installers since 2007. In our 'Solar panels designed for your roof' configurator, you lay out the panels on your own roof, see the yield, the payback period and the price of the complete installation, and then order straight away or request a quote. Would you rather install it yourself? Then choose 'Install it yourself': you will receive the complete materials kit, tailored to your roof. Individual panels, inverters, batteries and mounting materials are also available in the online shop.

We base the calculation on solar irradiation data from PVGIS, the European Commission's calculation tool, for your roof pitch and orientation, with 14% system losses; we then cautiously take 90% of that. Shade from trees or neighbouring buildings is not included in the calculation: please mention it with your order or quote request.

6% for a home older than 10 years that you live in yourself or let as a home; otherwise 21%. You select the correct rate in the configurator, and with the quote we ask you to sign the corresponding certificate. If you install it yourself, it is always 21%: the reduced rate only applies when a contractor does the installation.

Circuit breakers and RCDs are usually dispatched within 2 working days. If you need a large number, please request a quote.

The courier places the parcel in the letterbox through the flap or the parcel compartment; it then stays safely locked away until you take it out with your key or code. That way, you never miss a delivery again, even when you are not at home.

Look at the largest parcels you regularly receive. Each model states the maximum parcel size; if in doubt, choose the larger model.

Most ONZO models in our online shop are freestanding, mounted on a concrete base. The Topa is mounted on the façade, the Topak on the façade or freestanding on a post, and the Pushbox against a wall or on the ground.

Yes. For most models, you choose from four standard colours, five trend colours or a RAL colour of your choice; the Parcelbox and the Pushbox are only available in black. You can add your house number in black, white or stainless-steel-look ONZO numerals. You see the result straight away on the product page.

Allow 1 to 4 working weeks in a standard colour and around 4 working weeks in a trend colour or a RAL colour of your choice, which ONZO coats specially for you.

No, we deliver the letterbox to your home or you collect it in Tongeren-Borgloon. You install it yourself or have your contractor install it; ONZO's installation instructions are included.

Our aluminium windows and doors, façade cladding and folded aluminium come from our own workshop in Tongeren-Borgloon — since 1957. Our fly screens are made to your measurements, in Belgium. Letterboxes are by ONZO (handmade in Belgium), maintenance products by Novatio and electrical equipment by Schrack.

Yes. We install windows, doors and façade cladding with our own teams in Limburg and the surrounding area, and solar panels further afield too; letterboxes we only deliver. Request a quote: for windows, doors and façade cladding, we first schedule a free site visit; solar panels you can order straight away in the configurator.