FAQs

Browse our most frequently asked questions.

Samples

Where do you deliver samples?

We deliver samples nationwide in NZ. If you are located outside of NZ, please contact us to discuss your project before requesting samples

Do I need to pay for samples?

No - we supply samples delivered to your door completely free of charge (NZ only)

How many samples can I order?

There is currently a limit of 6 loose samples per order. If you require more than this please get in touch with our customer service team.

How long will my samples take to arrive?

We aim to dispatch all sample orders within 1 working day. If your sample order is going to take longer than 1 working day to dispatch you will be advised by email.

  • Auckland area: 0-2 days
  • North Island (excl Auckland): 1-3 days
  • South Island: 1-4 days
  • Other Countries: Please contact us

If you require your samples urgently please call us on 0508 35 66 77

Stock Availability

What does 'Availability: stocked' mean?

Stocked products are those which we endeavor to hold stock of at all times. However, due to unforeseen demand stock may not always be immediately available. If stock is not immediately available, it is likely that another batch is in production or being shipped.

WHAT DOES 'AVAILABILITY: CUSTOM ORDER' MEAN?

Custom Order products are those which are not stocked but can be ordered in for you. Custom orders will have lead times, usually between 12 and 20 weeks depending on the country of origin. For custom orders we require a 50% deposit before the product can be manufactured, with the balance payable before dispatch. Due to the nature of custom products we cannot accept returns unless they are faulty or defective.

WHAT DOES 'AVAILABILITY: DROP-SHIP' MEAN?

Drop-ship means that when you place an order, the product is sent direct from the supplier to you rather than being sent from our warehouse. Drop-ship usually applies to products like adhesives, moisture barriers, stains etc.

Can I reserve stock for my project?

Yes you can reserve stock. To do so we require a 50% deposit, as it means we no longer have the product available to sell to other customers. Stock can reserved for up to 3 months (or even longer by prior arrangement) in order to guarantee delivery as and when required. Alternatively we can secure the stock from the next available shipment – we do our best to keep our stocked ranges available at all times.

How far in advance should I reserve stock for my project?

It is recommended to lock in your stock 3-4 months before the product is to be required. This will help to ensure the product is available when you require it.

If you are looking to purchase a custom or special product (made to order and/or bought in specially for your project), it is a good idea to finalize your product selection up to 5 months before it is required, to allow for manufacturing time and shipping from overseas. The lead time required will vary between products depending on manufacturing processes and shipping origin. 

What happens if the product I wanted is out of stock?

If you do not put stock on hold in advance, we cannot guarantee that the product will be available when you require it. We do our best to ensure all stocked products are available at all times - however sometimes due to high demand and/or shipping delays and other unforeseeable circumstances, stocked products may occasionally be unavailable. On occasion we are able to free up stock if another customer doesn't require their product until a later date and therefore can wait for the next shipment. There is often more stock arriving within a month or two. If we are unable to supply the product in your required timeframe we may suggest a similar alternative product. 

Storage

Can you store my product until I require it?

Yes, we have warehouse space available for storing and delivering your order in manageable consignments. Storage fees may apply, please contact our customer care team to enquire.

Delivery

Where do you deliver?

We deliver our products nationwide in New Zealand. We can also ship product overseas. If you are not based in NZ and are interested in purchasing our product please make an enquiry.

What delivery options do you have available?

For sample orders, we delivery by courier. For product orders, we offer standard freight carrier and hi-ab deliveries to most areas in NZ. For more information please contact our customer service team.

How much will delivery cost?

For sample orders, delivery is free of charge. For product orders, delivery pricing is calculated using information such as the delivery type (freight truck or hiab), area you are located, and weight and volume of your order. For this reason we can't determine your exact delivery cost until your order is finalized

When will I receive my order?

Our standard delivery timeframes are as follows:

  • Northland: 3-5 days (non-rural)
  • Auckland: 1-2 days (non-rural)
  • Auckland-Wellington: 3-5 days  (non-rural)
  • South Island:  5-7 days (non-rural)
  • Rural addresses: Allow an additional 1-2 days 

Damaged Goods / Product Issues

My product has arrived damaged - What should I do?

In the instance that your product arrives damaged please complete the process outlined below.

Signed goods as damaged upon delivery
Photograph the damaged goods on the same day
• Notify our Customer Care team
• Submit a Return Authority form (together with photos and order details) within 24 hours of receiving goods damaged in transit

For more information click here


I am not happy with my product - what should I do?

Read our article 'Buyer awareness - Natural timber products' to ensure what you are unhappy about is in fact a reasonable complaint and not something that is deemed acceptable in the industry.
If you believe your issue with your product is in fact reasonable, please hold off from installing the product and contact our customer care team to discuss.

My product seems to be faulty or defective - What should I do?

We stand by the quality of our products. If you have an issue with your product please hold off from installing the product and contact our customer care team to discuss.

Returns

Do you accept returns?

Yes, we accept returns of all products that are unopened and undamaged, in original condition of purchase - with the exception of clearance/end of line or indent/special order/custom made products.
To read our full returns policy click here

Do you charge for product returns ?

No - there are no fees for returning product. However should the product require shipping, the cost of return freight will be deducted from your credit

Can I drop off my returns to a Forte showroom?

No, we do not accept returns to our Showrooms. To ensure minimal staff handling and efficient processing, all returns must be delivered to our Warehouse. 

Do I need to complete a Returns Authorisation form?

Yes, a Returns Authorisation form is required for all product returns. This ensures our staff know who returned the product and what job it relates to - which in turn enables us to process your credit in a timely manner

Trading Accounts

Can I open a trading account?

Yes - if you plan to purchase from Forté regularly, it may be convenient to apply for a trading account. Please note - Forté reserve the right to decline any request for a trading account, or decline a trading account application should it not meet our required criteria. Please contact us to enquire about opening an account

What are your account payment terms?

• First order to be paid up front in full
• Following orders due 20th of month following invoice date

Timber flooring basics

What is solid timber flooring?

Solid timber flooring is 100% solid timber all the way through. Find out more

What is engineered timber flooring?

Engineered timber flooring consists of a solid timber veneer adhered to a backing of ply, pine or hevea. It is designed to have superior stability over solid timber flooring but gives the appearance of a solid timber floor when installed. Find out more

What is laminate flooring?

The term laminate flooring often gets confused with engineered timber flooring, however the two are very different. Laminate is an entirely man-made product with a surface that imitates the look of timber, whereas engineered timber flooring has a real timber surface layer.

What does pre-finished mean?

Pre-finished is a term used to describe flooring which has had finishing coatings applied in the factory as a part of the manufacturing process. Pre-finished flooring should not require any further finishing after installation.

What does unfinished mean?

Unfinished flooring refers to raw, natural timber flooring (whether solid or engineered) that is supplied without any finishing coatings applied. This type of flooring is usually finished on site after it has been installed.

General knowledge & FAQ's

What is the difference between herringbone and chevron?

Herringbone pieces overlap on the ends to create a weave-like pattern, whereas Chevron pieces meet together on the ends, creating a 'V' shape

Treatments, textures & finishes

What is a lacquer?

Lacquer is a type of finish that is used to seal the pores of wood, acting as a protective layer. Lacquer finishes offer a long-lasting, durable and low-maintenance finish.

What is natural oil?

Natural oil is a type of oil finish that absorbs into the pores of wood, rather than coating it with a film like lacquer. Natural oil finishes are typically less durable than lacquers and require periodic care and maintenance.

What is UV oil?

UV oil is a type of oil finish that absorbs into the pores of wood, and is hardened under UV light. UV oil finishes appear the same as natural oil but are typically more durable, although they still require periodic care and maintenance.

What is a reactive stain?

Reactive stains are solutions containing carefully selected natural chemicals that, when applied to certain species of timber, can cause a change in colour. Find out more

What is Sugi Ban?

Sugi Ban (also known as Shou Sugi Ban or Yakisugi) is a traditional Japanese method of wood preservation which involves charring the surface of wood with fire. Find out more

What does 'brushed' mean?

When the surface of timber has been brushed with wire, which scrapes away the softer parts of the wood grain and leaves the harder grain intact. This results in a texture that follows the wood’s natural grain pattern.

What does 'hand-scraped' mean?

Hand-scraped timber has an uneven, irregular surface which replicates the look of timber from olden times that was cut by hand then scraped to achieve a more level surface

What does 'rough sawn' mean?

Rough sawn describes the texture of wood that has been cut using a saw, and which has not been sanded or planed afterwards. A rough sawn board will usually have an inconsistent surface, with a furry/fuzzy texture and distinct saw-markings. Rough sawn timber has a rustic ambience about it and is perfect for adding character to rustic and country styled interiors. View rough sawn products

What is smoked timber?

Smoked (aka fumed) timber has been treated with a chemical which causes the wood colour to darken whilst increasing colour variation. It can also result in a change of colour tone of the wood. Find out more

Edges, joints & profiles

What is a square edge?

When the edges on the face of the boards are square. Once the product is installed, the boards should meet together, providing a flat, uniform surface (unless the product is designed to appear otherwise)

What is a bevelled edge?

When the edges on the face of the boards are cut on a 45° angle, usually about 1-1.5mm from the board edge. Once the product is installed, this creates a 'V' groove between boards

What is a micro-bevel?

When the edges on the face of the boards are cut on a 45° angle, 0.5mm from the board edge. Once the product is installed, this creates a tiny 'V' groove between boards

Installation

When working to a achieve a specific floor height, what height should I allow for glue?

We recommend allowing an additional 2mm on top of the thickness of your floor for glue. E.g. Thickness of floor covering + 2mm allowance for glue = total floor height allowance

When working to a achieve a specific floor height, what height should I allow for underlay?

If you are floating your timber floor on an underlay you will need to allow for the thickness of the underlay you plan to use. E.g. Thickness of floor covering + allowance for underlay = total floor height allowance

Decking general knowledge

What is solid timber decking?

Solid timber decking is 100% natural solid timber all the way through

What is composite decking?

Composite decking is a man made product made up of a mix (or 'composite') of different materials. There are different types of composite decking, such as WPC and RMC.

What is RMC decking?

RMC is a revolutionary type of decking made from a resin mineral composite. It is more durable than both WPC and real timber decking, and requires very little maintenance

What is WPC decking?

WPC is a type of decking made from a wood plastic composite. It is characteristically more durable than real timber decking and requires less maintenance

What is PVC decking?

PVC is a type of decking made from polyvinyl chloride (also known as vinyl). It is characteristically lightweight and requires very little maintenance - however it tends to look the least like real timber

About

What is Millboard decking?

Millboard is a type of RMC (resin mineral composite) decking. At present it is the only decking of this type that we are aware of

Usage & applications

Where can Millboard be used?

Millboard decking can be used in practically every outdoor space imaginable - think decks, balconies, roof gardens, boardwalks, bridges, pontoons, seating, steps, planters and more. Millboard can also be used indoors for many applications

Does Millboard tolerate snow and ice?

Yes! To keep your Millboard deck ice-free just apply a good sprinkling of granulated white salt (don’t use rock salt as this can be abrasive). When winter’s over, clean the surface with soapy water and a soft broom

Can I use a fire pit or brazier on my Millboard deck?

Yes, although these should be sat on a porcelain or cement tile or slab that extends 1m outside the fire pit / brazier. Any embers or burning material that land on the Millboard deck should be removed immediately to prevent damage to the Millboard surface

Can I use a gas or infrared heater on my Millboard deck?

Yes, you can - gas heaters or infrared heaters are not know to affect Millboard decking

Performance

Does Millboard expand and contract?

Yes, Millboard does expand and contract, at a rate of 1mm per meter. This is very minimal in comparison to both solid timber decking and traditional composite decking

Does Millboard decking fade?

Millboard is produced from UV stable materials and has a very high resistance to fading. It has been UV Stability tested to BS EN ISO 4892-2:2006 with a result of 2% LRV (shift over 5000 hours) which is deemed 'Exceptional'

Does Millboard decking get hot in the sun?

Yes, Millboard decking can get hot in the sun. Darker colours in particular will feel hotter and may be uncomfortable to walk on in bare feet. If surface temperature is of concern to you we recommend working with Millboards lighter decking colours

Is Millboard slip-resistant?

Yes, Millboard's surface greatly enhances slip resistance in wet conditions. In BS79.76 slip resistance tests, all styles of Millboard decking achieve one of the highest possible slip-resistant ratings

Does Millboard decking stain?

Millboard's Lastane® finish is highly resistant to many types of stains. As with most decking products there is a risk of marking from strong dyes and stains such as berries and animal droppings - these should be removed as soon as possible

Does Millboard decking scratch?

Millboard's Lastane® finish is highly resistant to scratches and everyday wear and tear. However, sharp objects such as unprotected table or chair legs, spiked shoes or metal planter bases can leave marks if dragged across the surface, so take care

Does Millboard have colour variation throughout the boards?

Yes, Millboard will vary in colour between boards. It has been designed to replicate the natural variances of timber and it is not intend for each board to be identical in colour. For more information check out our article on Millboard Decking Colour Variation

How long does Millboard last?

Millboard decking boards can typically last up to 35-40 years (subject to environment), whereas real timber decking typically lasts 10-15 years

Care & maintenance

Can I paint or stain Millboard?

No, it is not needed! Millboard composite decking is designed to retain it's colour without any painting or staining over time. If you attempt to apply a paint or stain to Millboard, it is likely that it will not adhere to the surface permanently

Do I need to seal Millboard?

No, all Millboard composite decking is surface-sealed in the factory to ensure it arrives in premium condition. It is designed to retain it's colour without any staining or re-finishing over time

Does Millboard require maintenance?

Millboard requires very minimal maintenance - see our article on this topic for more information

How do I clean my Millboard deck?

Refer to our article How to Clean Millboard Decking for information on this topic

Environment

Is Millboard decking Sustainable?

Millboard decking boards are ideal for use as part of a sustainable design strategy. Their extended design life dramatically reduces the need for repair and replacement.

Millboard as a company is focused on continued sustainability and have become the first premium outdoor flooring company in the world to have their carbon footprint independently verified. The embodied carbon of Millboard decking has been verified as 1.31kg / CO2e per m2.

Millboard is an ISO 14001 certified company, complying with international environmental management practices. They are the only carbon-verified premium timber-free outdoor flooring material in the entire world.

For more information on Millboard sustainability refer to our article on Millboard Decking Sustainability.

Pricing

How does the cost of Millboard compare to other types of decking?

The subframe material and installation labour costs of Millboard are comparable to traditional decking. Upon purchasing, Millboard may appear more expensive than timber decking. However, if you take into account its greater durability, increased lifespan and reduced maintenance requirement, the life cycle cost of Millboard is considerably less than that of timber decking. For more information refer to our article How does the cost of Millboard compare to other types of decking.

Technical

What are Millboard's dimensional tolerances?

The manufacturing tolerances for Millboard are; Width: ± 3mm. Length: ± 5mm. Thickness: ± 2mm.

There will always be a slight variance in the board’s dimensions due to the fact that Millboard planks are moulded from natural oak, and due to the pressure of the moulding process. Despite this, Millboard calibrate the boards to maintain as consistent a profile as possible. 

The dimensions of the Weathered Oak style may vary more between moulds due to the fact that they are moulded from timeworn oak with minimal changes to the dimensions. When working with the boards, packers can be used to create a flush finish between two boards.

Installation

What fixings should be used to install Millboard?

We recommend Durafix® stainless steel screws, which are designed specifically for Millboard. With these screws there’s no need for pre-drilling or countersinking and the unique Lastane® material self-heals, leaving a virtually indistinguishable mark

How do I cut Millboard decking?

Millboard can be cut with standard saw blades, although we recommend a carbon-tipped, multi-purpose miter saw. For more information refer to our video 'How to Install Millboard Decking'

Can I use an impact driver to install Millboard?

We advise against using an impact driver to fix the Durafix® screws to the decking as this can break the drive bit and screw head, as well as impede the board from being fixed directly against the subframe

What joist spacing is required for Millboard Decking?

Joist spacing of 400mm centres is recommended for normal residential use. For commercial applications, 300mm spacing is recommended

What Expansion Gaps are required for Millboard decking?

Millboard recommend allowing a minimum of 4mm between the lengths of the boards and a 1mm gap between the ends of board. A 10mm gap should be left between the boards and any solid surface to aid drainage.

The recommended 4mm gap between Millboard lengths is very minimal considering the width of the planks (176mm for -200mm wide). In comparison, a 6-8mm gap between lengths is recommended for most solid timber decking planks between 130-140mm wide, and a 5mm gap between lengths is commonly recommended for most traditional composite decking between 136-140mm wide. With Millboard you can have wider boards with narrower gaps - a better look overall!

Can I use a standard board as an edging piece?

Yes you can, where the edge is merely aesthetic, such as a balcony edge, if this is your preferred finishing option. However, where the edge is likely to sustain impact, such as a step, we do not recommend using a standard board. Our edging boards have been specifically designed with high impact in mind and as such have a thicker Lastane® surface to withstand the knocks and scrapes associated with step edges and other associated applications.

Can I bend Millboard?

Millboard decking boards won’t bend across their width, but curves can be created by using the flexible edging profiles and fascias

Can you recommend an installer for Millboard?

Yes! We usually provide recommended installers once you have approved your quote

Warranty

Does Millboard decking have a warranty?

Yes, you can register for a warranty from Millboard within 90 days of your Millboard installation. You will be issued with either a 25-year Residential Warranty or a 5-year Limited Warranty depending on the installation application of the product. For more information on Millboard warranties or to register your product, click here.

Samples & purchasing

How to calculate how much Millboard I need?

Visit our 'Contact Us' page and send us your plans! Or alternatively visit https://millboard.co.uk/decking-calculator/ to work it out for yourself

Troubleshooting & repairs

What happens if a Millboard plank gets damaged?

For minor repairs, Millboard produce touch-up paint specific to each decking colour they produce - this can be applied to smaller surface scratches as a means of repair. If a board is seriously damaged you may prefer to removed it and replace it with a new board. For more information on how this can be done refer to our article titled How to uplift & re-fix Millboard decking boards

Why is Millboard edging thicker than Millboard planks?

Millboard have deliberately designed the Bullnose and Square edging to be 1mm higher than the standard plank due to areas such as steps and edging sustaining higher wear than regular planks. On these edging profiles, the Lastane layer is significantly thicker and is therefore designed to handle the additional wear required as well as provide extra slip resistance. The additional height also ensures no wear will occur on the edge of the adjacent board as the board edge is ‘shielded’ by the edging that sits proud. 

Why are gaps appearing in my Millboard deck?

The polyurethane surface of Millboard tends to contract in hot weather and expand in the cold weather. This means that in warmer weather you may experience some gaps appearing in your deck. These should close up again once cooler temperatures return

Why is water sitting on the surface on my Millboard deck?

In the first few weeks of use, rainwater will sit on the surface in globules, but don’t worry – this is normal and will stop once the temporary surface seal breaks down

Walls & Ceilings basics

What is engineered timber wall panelling?

Engineered timber wall panelling consists of a solid timber veneer adhered to a backing of ply, pine or hevea. It is designed to have superior stability over solid timber wall panelling but gives the appearance of a solid timber panelling when installed.

What is a lamella?

A lamella is a thin plank or sheet of solid timber, much like a wood veneer only thicker. Lamella thickness can range from 2.5-10mm, whereas veneers are usually less than 2.5mm thick.