FAQ

Yes, access must be sufficiently wide and unobstructed. This allows us to avoid delays or additional costs. All information will be provided to you in advance with the order confirmation.

Yes, we will schedule the delivery in consultation with you. We will work with you to find a suitable time, depending on planning and production.

You will receive timely confirmation with practical arrangements by email or telephone.

Our gates are delivered by specialised transport to ensure that everything runs smoothly and safely. We always coordinate the delivery with you in advance.

Yes, at Pouleyn, products are not only delivered but also installed by our team. Unless you wish otherwise.

This is usually not a problem for garden gates: we will flexibly coordinate the right time for installation. For garage doors and exterior joinery, a finished opening is crucial. In that case, we will postpone installation until everything is technically in order.

The delivery date will be agreed with you as soon as production is complete. We will always let you know a few days in advance when delivery is scheduled. It is important that you are present to provide access and supervise the delivery.

Yes, sign up for the newsletter in the footer of our website or provide your details in the showroom.

Thank you for your interest! Once your project has been finalized, you can easily indicate this via your contact person or via My Pouleyn. We will then contact you to discuss the possibilities and timing of a photo session with our in-house photographer. Naturally, everything will be done in consultation with you and with respect for your privacy.

Yes, you can. Please send an email to service@pouleyn.be and we will be happy to help you.

Yes, you certainly can. Please note: these must be programmed on site. We therefore recommend combining this with a maintenance visit.

Don't panic — this happens sometimes. To help you as best we can, please fill in the service form on our website. Please also add a photo of the card with your unique key code, which you received upon delivery.

💡 Tip: We strongly recommend that you take a photo of the card as soon as you receive it and keep it safe. Unfortunately, we cannot order an extra key without this code, due to security regulations.

👉 Fill in the service form here.

1. Are the photocells completely clear? Check the photocells for dirt, branches, leaves or obstacles in between them.
2. Are the photocells still aligned? If a post is tilted due to a collision or severe storm, this will cause the gate to stop responding.
3. Has a fuse blown? Check your fuse box.
4. Is there an electrical problem? Turn the power off and on to see if the gate works again.
5. Is the transmitter battery flat? If the gate no longer responds to one specific transmitter but still works for the others, it is likely that the transmitter battery needs to be replaced.

If necessary, request assistance here.

Tip: if the flashing light flashes when you try to open the gate, count the number of times the light flashes and note this on your service request. This will give an indication of what the problem may be.

This is obviously a very unpleasant experience. We recommend that you notify the police immediately and do not touch anything until they have been to the scene to make their observations.

Afterwards, you can notify our service team so that we can assess together what repairs or replacements are needed. To do so, fill in the service form on our website and add clear photos of the damage. Based on this, our technicians can quickly assess what support is appropriate and how we can help you as quickly as possible.

👉 Fill in the service form here.

Wood exudes warmth and character, but it also requires proper care. Exposure to sun, rain and temperature fluctuations can cause the sealant to deteriorate over time.

We recommend carrying out an annual check, especially on the silicone joints and seals around the window or door frame. Silicone requires maintenance and can age or come loose over time.
 

💡 Maintenance tips:

• Clean the profiles with a soft cloth, water and natural soap. Avoid aggressive cleaning agents.
• Lubricate hinges annually with acid-free oil or silicone spray to keep everything running smoothly. (For cylinder maintenance: NEVER use WD40. Use graphite spray instead.)
• Check for visible gaps or damaged sealants — these are often the cause of water seepage.

👉 Have you determined that water is still getting in? Then fill in the service form and add clear photos of the situation so that our technicians can provide specific advice and, if necessary, plan an intervention.

Don't panic. After entering an incorrect code, you can enter the correct code and the gate will open (with an Aiphone keypad, you must wait until the lights go out).

In the event of glass breakage, it is important to remain calm and not attempt to repair the damage yourself. Glass can crack further or cause injury.

Fill in the service form on our website and add clear photos of the breakage (both close up and from a distance). Based on these images, our experts can assess the type of glass breakage and what intervention is required.

💡 Tip: There are different types of glass breakage. For example, thermal breakage often occurs at a perpendicular angle of 90°, after which the crack can spread further. Other types of breakage may indicate an impact or a structural problem. The clearer your photos are, the faster we can provide the right solution.

👉 Fill in the service form here.

Pouleyn has private label products to treat the wood of your gate so that it regains the appearance it had just after installation. Scan the QR code on your gate and order these products via our webshop.

No, absolutely not. Never use high pressure on your gate. This will damage the wood fibres.

We recommend periodic cleaning every 2 years, depending on weather conditions and use. You can do this yourself or have our team do it for you via this link.

Yes, our showroom is sometimes used for events. Contact us at info@pouleyn.be for more information or read more about our options: click here.

Send your request to info@pouleyn.be and we will look into the possibilities, or fill in our contact form.

Every weekday from 8 a.m. to 6 p.m. Also on Saturday mornings, preferably by appointment. Would you like to visit outside these hours? Give us a call on +32 56 78 24 91 and we will see if we can arrange something.

Plans, photos or measurements help us to give you better advice.

Yes, as a customer, you can request maintenance for your gate here. Be sure to indicate your gate type.

• Click here to request maintenance.

We recommend periodic cleaning every 2 years, depending on weather conditions and use. You can do this yourself or have our team do it for you via this link.

Your personal contact person will keep you informed about the planning and production.

Has a car crashed into your gate? Has a storm damaged your gate? Report the damage via this link and send us clear photos. We will contact you within 48 hours.

The statutory warranty period applies, depending on the type of product and use. You will also receive the warranty conditions when you place your order.

Your warranty conditions are available via the QR code on your user and maintenance information. You will also receive these when you place your order, together with the maintenance instructions. Be sure to check our general terms and conditions. You will receive these with your quote and they can also be found on our website

Please contact your personal contact person at Pouleyn or request assistance here. We will contact you within 8 working hours.

We do our utmost to respond to emails within 8 working hours. If not, please feel free to give us a call.

You can email us at info@pouleyn.be or call us on +32 56 78 24 91 during office hours.