What are the UK delivery options?
We send UK orders via Royal Mail & DPD, depending on the size and weight of your order. If tracking is available, we will update your order with the tracking number when it's dispatched. If you’d like us to expedite your order, we do have upgrade options — simply select your preference during checkout.
Which countries can you deliver to?
We deliver to the UK, as well as mainland Europe, the USA and Australia — plus many other countries. Delivery rates vary based on your location and the size of your order. If your country is not visible at checkout, please contact us at email@example.com and we'll see if we can arrange a delivery to your location.
How does international shipping work?
If your shipping address is outside the UK, taxes and duties may apply. We’ll ship your order on a Delivered At Place basis, which means we’ll cover the cost of your shipment arriving to your destination country, but we won’t cover any taxes or duties.
Your local customs authorities will contact you in order to collect a payment and clear the parcel for delivery to you. Please note, if you don’t make payment, the parcel may become delayed or returned to the UK.
Fully inclusive shipping can be arranged, though there will be an additional cost. If that’s of interest, contact us at firstname.lastname@example.org and we’ll calculate a quote.
If you’d like to arrange your own courier to collect the goods from us and transport them to your premises, please let us know before checkout so we can prepare and hold the goods.
How long does delivery take?
For goods in stock, we aim to dispatch all orders by the next working day. Our UK orders should be with you within 1 to 2 working days after dispatch. International orders may take between 3 to 9 working days after dispatch, depending on the destination.
If our website says that your goods are out of stock, please contact us at email@example.com to find out the lead time.
What are the lead times?
We maintain good stock levels of most product lines within our warehouse, so smaller orders are typically dispatched the next working day.
For especially large orders, we endeavour to work to a 16 week turnaround. You will be provided with an estimated delivery date during quotation, then any delays will be communicated to you by email or phone. Please let us know if the timelines on your project have changed.
More questions regarding stock levels? Drop us a line at firstname.lastname@example.org with details of your enquiry.
Can I order samples for my client?
Samples are available to purchase within your trade account — order your desired products as individual items, then return them to our return address after inspection. We’ll even refund your original delivery cost, or discount it from a full future order — just email email@example.com and we’ll get that sorted.
Looking for a sample board? We can create a standardised format for you and your clients, showcasing a range of our hardware styles and finishes. We charge a nominal fee of £75 for production and shipping, but it’s then yours to keep.
If you’re working on a large project that would benefit from a bespoke sampling solution (e.g. a large residential or hospitality project), do get in touch and let’s discuss how we can help.
Can I visit a showroom?
We’re happy to meet you at our NE London studio to discuss your requirements. This is strictly by appointment only, so please contact us at firstname.lastname@example.org to arrange a time.
What is the returns policy?
Any unwanted and unused items can be returned to us in a sellable condition, within 60 days of your purchase.
If you’re a UK-based customer and your parcel is under 20kg, simply visit our online returns portal here, where you can coordinate a return yourself.
If you’re an international customer, or if your parcel is over 20kg, please get in touch with us at email@example.com.
Once your returned items have been received, we'll check them over and issue you with a full refund.
Please ensure that goods are well packaged when you return them to us, so that they arrive in original condition.
We are unable to accept returns on custom items.
Do you offer a warranty?
We offer a 10 year mechanical warranty on all of our products. Note that products made from solid brass will naturally tarnish over time and this process could happen more quickly if the goods are not cared for properly.