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FREQUENTLY ASKED QUESTIONS

  • 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 trade@plankhardware.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 North East London studio to discuss your requirements. This is strictly by appointment only, so please book in here.

  • How does my trade account work?

    We offer trade accounts for businesses in the interior design and construction industries. To apply, simply complete our short application form. Once our trade team has reviewed and approved your application, you’ll be able to shop trade prices instantly. 

    Your trade discount will be set at 20% initially. We’ll then review your account every six months — if your annual spend is lower than £1,500, we may decrease the discount level as appropriate. We will contact you in advance to discuss this if necessary.

    If you’re working on a large project that requires a high volume of hardware products (e.g. a large residential or hospitality project), we’re more than happy to provide a custom quotation. Just get in touch with us at trade@plankhardware.com and let’s discuss how we can help.

  • 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.

    If the product is out of stock but available for pre-order, a pre order button will display with an estimated available date.

    You can also use the "Notify me when available" button to sign up for an email notification.

    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 trade@plankhardware.com with details of your enquiry.

  • Do you offer custom sizes, finishes or designs?

    Whilst customised products aren’t part of our core offering, we’re more than happy to discuss your project requirements and our manufacturing capability. As a general rule of thumb, if a design is agreed, the MOQ would be around 500 units and the turnaround would be a minimum of 20 weeks. 

    We may need to ask you to pay a sample fee and a deposit for the production run. We won’t be able to accept returns or refunds for bespoke products.

    Keen to discuss a bespoke project? Just send us more information to trade@plankhardware.com and let’s arrange a time to speak.

  • Will your brass colour match existing products?

    Our brass coloured products are machined from solid brass and coated with a clear lacquer. The brass should match other solid brass products, though please be aware that there may be minor fluctuations in colour between our products and those from other manufacturers. This is due to possible variations in the alloys that are used.

    In the case of our coloured finishes, electroplating or a hard wearing paint finish is applied prior to the clear lacquer.

  • How should my client care for their handles?

    Each brass cabinet knob or handle is coated in a protective clear matt glaze to prevent it from oxidising. Instruct your client to clean their products with warm soapy water and a soft cloth. Avoid abrasive towels, sponges, cleaning sprays, bleach and hand sanitisers.

  • What screw types and sizes do you offer?

    We currently hold stock of brass and stainless steel M4 machine screws, for knobs and handles. They’re available in 16mm, 2mm, 25mm, 35mm, 40mm and 45mm lengths. Please let us know which screws you require at the point of purchase. For hooks and rails, appropriate self-tapping screws and wall plugs will be provided, colour matched to your items.

  • Which countries can you deliver to?

    We deliver to the UK, as well as mainland Europe, the USA and Australia — plus many other countries. Our geo-locator will automatically display pricing in your local currency and delivery rates, taxes and duties will be displayed at checkout based on your location and the size of your order.

    If your country is not visible at checkout, please contact us at trade@plankhardware.com and we'll see if we can arrange a delivery to your location.

  • 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. You can also pick up your order from our North East London Showroom, just select Pick Up when you check out instead of delivery. We usually are able to prepare your order within 2 hours.

  • How does international shipping work?

    If you are browsing from outside the UK, our geo-locator will automatically display pricing in your local currency. Shipping rates will be displayed at checkout based on the destination and the size of your order.

    Taxes and duties may apply and if so, will also be collected at checkout so that you do not need to liaise with your local customs office. Simply check out on our website and then wait for your parcel.

    Taxes and duties collected at checkout are calculated using an estimation based on the goods and their destination country, we will then ship your parcel on a Delivery Duties Paid service and cover any taxes and duties that do arise.

    It is also possible for you to arrange your own courier to collect the goods from us and transport them to your premises. In these cases, you would need to liaise with the customs authorities yourself and cover any taxes or duties that may arise.

    If you would like to organise your own shipping or taxes and duties, please contact us at trade@plankhardware.com and we will assist you.

  • 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 trade@plankhardware.com to find out the lead 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 trade@plankhardware.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.

  • Are knobs and handles supplied in pairs?

    We want your shopping experience to be tailored to your project, and we hate waste, so all of our items are sold individually, except where clearly marked as a set.

  • Do door lever handles include a latch or lock?

    Latches and locks must be purchased separately, unless specified. Every project can be unique, so please get in touch for a recommendation!

  • Do brass handles tarnish?

    Brass is an alloy of copper and zinc, which can be combined in varying proportions to give it different machinable properties and its beautiful tone. Brass does tarnish naturally with age, and this process can speed up if cleaned excessively or with corrosive cleaning products. The process can also speed up if brass is exposed to outdoor conditions like wind and rain. Our solid brass handles are coated with a clear protective lacquer, however over time will still age naturally.

  • Where can I find technical information and installation guides?

    Each product has a downloadable technical specification in the dimensions section on the product page. There is also some installation information right below the products page. If it is a tricker to install product, like a door lever handle, we'll also include a detailed installation guide in your package.

  • How do I clean the handles?

    Each brass cabinet knob or handle is coated in a protective clear matt glaze to prevent it from oxidising. Clean with warm soapy water and a soft cloth. Avoid abrasive towels, sponges, cleaning sprays, bleach and hand sanitisers.

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