Customer FAQ
Please see below for some of our most common Customer queries. If you do not see what you are looking for,
please submit an enquiry form on the Contact page, telephone during our hours of operation or write to us.
Are you open to the building trade only or to the public as well?
Yes, we are open to the public and walk in custom. No appointment is needed. We have many customers who come to us looking to change the ironmongery in their house due to decorating, simply wanting something different or to repair/replace existing ironmongery which they would like to keep in order to suit the style of their house but is no longer available to buy or manufactured. This may be changing from brass to chrome, or knobs to levers, or even changing kitchen cupboard knobs/handles.
I am not in the trade and do not have an account with you. Do I need one?
No, we also sell to the general public. You do not need an account with us, however we will need your name, address, phone number and email address to contact you on. Customers who do not have an account with us will be invoiced on a Pro-Forma basis. This means payment must be received and cleared prior to despatch of goods.
I am in the trade but do not have an account with you. Can I have one?
Yes, we sell to customers in the building and construction trade regardless. Similar to non-trade customer sales, we will require information such as company details and point of contact to open an account and invoices will be issued on a Pro-Forma basis. This means payment must be received and cleared prior to despatch of goods. We will also need a VAT number to comply with tax legislation and regulation if you are VAT registered.
However, if your custom becomes regular, you can apply to open a credit account by supplying two trade references of companies who supply you on a regular basis and complete a short application form that we will send you so that we have the appropriate information stored on your account profile, such as your Accounts contact and company registrations. Please contact us should you wish to discuss this further.
Do you deliver or do I have to collect from your office?
Most of our products are available on a next day delivery basis, subject to despatch cut off times. If you need ironmongery urgently, we suggest that you telephone or email us by 14:00 to ensure that it has the best possible chance of reaching you the next day. Of course, if you are within a reasonable distance from us, you are welcome to collect from our office, too.
Delivery charges may apply, regardless of whether it is delivered or collected from office (the latter may apply if we have to get a product delivered to us and it is collected or sent out again from our office). We cannot be held responsible for circumstances out of our control, such as weather, traffic or extenuating circumstances of the courier. For international custom and delivery, please see our International info further below.
I've changed my mind, can I return what I've bought?
First, we are not a retail environment. We supply ironmongery and access control to the building and construction trade. Although, we do sell to the general public too, therefore please take note of the following:
For trade customers who have a credit account with us, unused product which has not been fixed, fitted or altered and is not damaged with no visible or mechanical defect(s) can be returned for a credit note and applied to your account and deducted on your next remittance. We cannot accept any product returned with any form of visible or mechanical defect or signs of usage or fixture.
For non-trade customers (walk in custom) and trade customers without a credit account, the same principles apply with regard to product not having been fixed, fitted or altered and is not damaged with no visible or mechanical defect(s). A refund will be issued by Cheque only to the registered address with have on file. We cannot accept any product returned with any form of visible or mechanical defect or signs of usage or fixture.
In both scenarios, please be aware that that there may be a handling and restocking charge as is standard practice within the building and construction industry. This is at the discretion of management and will be communicated to you. Any bespoke, custom or 'one-off' products cannot be returned or refunded. For more information, please see our Terms & Conditions page.