Frequently Asked Questions

We’ve put together a handy list of questions we get asked regularly. Hopefully you’ll find answers to your question here but if not, please do get in touch with our team and we’ll be happy to help.

What are your lead times?

Our delivery depot holds large volumes of stock, allowing us to supply your order at short notice – including next-day delivery if ordered by 2pm on some products. Bespoke sizes can be manufactured in as little as 3–5weeks.

How do I place an order (homeowners)?

Homeowners: your installer is likely to purchase your product on your behalf. Direct purchases can be made through our national network of building and roofing merchants. Use our ‘find a merchant’ resource on our website to find Whitesales' merchants in your area.

Do you get the unit to my roof?

Unless specifically advised otherwise, products will be delivered and offloaded by the delivery driver and placed in a practical location within reasonable proximity to the vehicle. Please note the driver cannot move the product to point of installation or inside your building so please ensure you take note of the product weight and make appropriate arrangements to move it as required. Due to vehicle sizes used we may not be able to deliver to locations with restricted or narrow access.

Do you have an installation service?

Our full range of products are designed for easyinstallation. Full installation instructions are available for download from our website, and we have installation videos on our YouTube channel. For bespoke products and projects, we are able to offer installation services.Please call us to discuss your requirements. Our design team can offer guidance and advice.

Do you offer a site survey service?

We are very happy to visit a site to check measurements and review product suitability for larger scale orders/projects. Our survey team cover the entire UK and can provide condition surveys, quotes and roof plans if needed. However, in most cases we work to customers' measurements provided. We can offer telephone assistance or video call over WhatsApp to ensure correct measurements are being taken.

How will my rooflight be packaged?

We want to ensure that our rooflights arrive exactly in the same condition as when they left our production facility. We take every precaution to ensure that units are not damaged during transportation.

Most larger glass units will be shipped on a pallet. If goods are damaged in transit, the carrier’s note must be signed accordingly and Whitesales notified in writing within 3 days of receipt of goods. We cannot accept claims for damaged goods if they are signed for in good condition.

How do I store the rooflight?

If the unit/s are to be stored before installation the following points should be noted:

·      care should be taken to ensure protective packaging is not ripped, as glazing could then be scratched

·      units should be stored under cover

For glass only:

·      units should be laid flat and not placed upright on their edge. Units should not be stacked

·      Units should not be stored in direct sunlight orin light/shade environments which could allow heating of one area of the unit (see thermal fracture FAQ)

What is thermal fracture?

In simple terms, thermal stress fracture occurs (very rarely) because one area of glass is heated faster than another area of the glass – this ‘heated’ area will expand, while the ‘cooler’ area will not – causing expansion/compression forces and resulting in the glass ‘fracturing’. In reality it is quite a complex scientific process and there are many factors that increase/decrease the risk of thermal fracture. It is important to understand the implications of thermal stress and more information can be found on our website.

Is planning permission required?

In England and Wales, planning permission is not usually required for the installation of new rooflights, subject to the current limits and conditions stipulated by the government's Planning Portal under Schedule 2, Article 3, part 1 class C permitted development. However, we advise that you thoroughly research planning permission rules and building regulations prior to purchase.

How do new building regulations affect rooflights?

We’ve created a quick guide to how the updated Part L impacts on rooflights and the all-important U-Value targets that have been set.

View Guide

How high does an upstand need to be?

A rooflight upstand must be 150mm above the roof surface at its lowest point.em.curb proprietary kerbs are compatible with almost our entire range and ensure rapid, airtight and watertight rooflight installation. Em.glaze flatglass rooflights are fully compliant with Part L and Part B of Building Regulations when fitted to our Timber Sloping Upstand, our pre-assembled upstand designed to save time on site.

What about cleaning and maintenance?

Please refer to the O&M Manual for your specific product. This can be found on our website.

What warranty do you provide?

Our rooflights have an expected life of at least 25 years and are guaranteed for 10 years. For full details of our comprehensive product warranties, please contact customer services.

Product Specific Questions

Where can I find the U-Value of my product?

You can see U-Values at a glance on many of the stock product pages and for all products on the Datasheets, which you’ll find in our Documents Library.

Can’t find what you’re looking for? Contact our Internal Sales team.

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