FAQ

isomasters is proud to offer you an extended choice of articles via the isomasters web store.

Search for your isomasters articles using the web-shop search function. You’ll recognise this search field by the magnifying-glass icon. Alternatively, make use of the filter possibilities on the left side of the web-shop page. They allow you to refine your search.

Once you have located the isomasters article you’re looking for, put it in your shopping cart by clicking on the button with the shopping cart picture. The item will then appear in the top right corner of your screen and will be saved in your shopping cart. You’re then given the option of continuing to shop and adding more items to your shopping cart or completing your order by going to the virtual checkout.

Have you changed your mind? Or did you accidentally put the wrong item in your shopping cart? No problems. Click on the shopping cart icon that appears in the top right corner of your screen. Remove the articles in question from your trolley by clicking on the trash-can icon or the cross that appears next to them.

In the web shop, the standard price of an article is always given. The isomasters web shop also automatically calculates your discount on the specific article. This amount includes the discount that will eventually be applied. This way, we make sure that you have not only the right price, but that you benefit from the right discount when you’re at the virtual checkout.

After you’ve placed your articles in the shopping cart and are finished shopping, make your way to the virtual checkout by clicking on the shopping cart icon in the top right corner of the screen. You’ll then be given an overview of the articles that are in your shopping cart.
Have you included all the articles you were looking for? Check your invoicing and delivery details at the next step. You can also choose to collect your articles from the isomasters warehouse in Beveren-Leie.
When you’ve checked the amount is correct, including delivery costs if you’ve chosen delivery rather than collection from the isomasters warehouse, you’ll move through to the next step. This is where you’ll be asked to make your payment using either a bank payment, credit card or pay afterwards (invoice). You’ll receive an email confirmation of your order. This includes a confirmation of the final date of reception. Alternatively, you’re always able to check the status of your order in ‘My account’.

After your order has been placed, you’ll receive an email confirming the final date of reception. Please don't hesitate to contact our customer service team for more information. By mail: info@isomasters.com or phone: +32 56 71 04 94.

If after 24 hours of putting in your online order you still haven’t received a confirmation e-mail nor see the order appear under ‘My account’, please contact isomasters via info@isomasters.com or by phone +32 (0) 56 71 04 94.

At checkout you go through 4 steps. If you want delivery, the first 2 steps are important.

1. Shipping information
2. Delivery method
   
   Please note that in this second step, after you have filled in your delivery details, you should click on 'delivery' and not on 'collection'.

No, only the person who has your login details can see your details. isomasters is strongly committed to the security and protection of customer data and follows all legislation to the letter. If you have any questions about the protection of your details and data, please check our Privacy statement, or contact us via info@isomasters.com or on telephone number +32 (0) 56 71 04 94.

You’re not directly able to change your details via the customer portal. Instead, send us an email at info@isomasters.com with a summary of the desired changes. We will then make these changes within 48 hours. You’re able to verify the changes on the customer portal under ‘My account’.

Under the ‘My account’ menu on the isomasters customer portal, you’re able to check the status of all your price quotes, orders and invoices with isomasters. This is the place to download a copy of your price quotes, order confirmations and invoices.
Would you prefer to receive digital invoices (via email) in the future? Let us know by sending an email to finance@isomasters.com.

isomasters has created price lists for its customers. In order to make sure they remain available exclusively to you, they can only be accessible when you’re logged in.

The Marketing and Innovation departments at isomasters are committed to making the most up-to-date information available, at www.isomasters.com and via the isomasters customer portal. If you have any questions about these documents, please contact your representative, email us at info@isomasters.com or call +32 (0) 56 71 04 94.

If there’s a particular document you’re unable to find on our website at www.isomasters.com, nor under the ‘Downloads’ section on the customer portal, send an email to info@isomasters.com, contact your representative or call us on our general access telephone number: +32 (0) 56 71 04 94.

You have a one-year warranty on articles ordered from isomasters. If you have any questions about the items supplied, please contact us at qualitysales@isomasters.com.

When you provide isomasters with your order number, our team is able to look up all information about your order in our database. This is also the case when you have placed your order and wish to register issues related to an item that is under warranty. Please address all questions about items we have supplied to qualitysales@isomasters.com.

isomasters offers you a one-year warranty on all articles ordered from our web shop.

If you are not satisfied with the quality of the article you receive, you can contact the isomasters after-sales officer via qualitysales@isomasters.com.

You have a choice of payment options for items ordered from our web shop:

• Maestro, Bancontact/Mr. Cash;
• Credit card (VISA, MasterCard);
• Belfius Direct Net, KBC and ING Home Pay;
• iDeal;
• Sofort uberweisung;
• Giro pay;
• Carte Bleue;
• Bank transfer; or
• Pay afterwards (invoice). 

All your invoices are available to consult or download via ‘My account’ on the isomasters customer portal.

Our webshop supports all modern browsers such as Google Chrome, Mozilla Firefox, Apple Safari,... These browsers need to be up to date.

Outdated browsers such as Internet Explorer are not supported.

Select your door.

1. Select your clear opening.
2. Determine the position of the door on the wall.
3. If you scroll down now, the next step consists of selecting your direction of rotation.