Frequently Asked Questions

How can I apply a coupon?

If you have a valid coupon code that you would like to use just enter the code into the coupon box on the view cart or checkout page and then click the apply button.

Will I be charged for delivery?

We offer a range of delivery services – free economy delivery so that you may benefit from maximum savings and two faster delivery services (charges apply) for time sensitive orders. View this page for further information.

Do you post to P.O. boxes?

We do not post to P.O. boxes.

How do I create an account?

You can create an account with a valid email address, click here to create an account now.

I forgot my password. How do I access my account?

Click the Forgot Password? link on the login page, and follow the directions to reset your password.

How do I edit the billing or delivery information on my account?

To update your account information, login to your account and click on the Update Your Account link. Please note that this will not change the delivery address on an existing order. If you currently have an order with us that has not been dispatched and you would like it to be sent to a different address than the one originally specified when you placed the order, please contact us. If you have paid through your PayPal account then unfortunately due to PayPal’s requirements the original payment will have to be cancelled, refunded and a new payment made with the correct updated delivery address.

How do I check the current status of my order?

If you created an account when placing your order, or placed it using an existing account, login to your account and click on Order History.

What types of payment do you accept?

We accept the following payment methods: Visa, MasterCard, American Express, PayPal, e-invoice and bank transfer. Please check this page for more details.

Can I order samples before placing an order?

Yes, samples are charged at the normal list price and credited in full if returned within 30 days in a condition fit for resale. Please note, we allow a maximum of five different samples/five different items to be ordered per customer.

I am ordering knobs or handles and require non-standard size screws, how do I order them?

Standard size screws fit a door/panel of 0.7 inches (1.8 cm) in thickness. If you need a different length then just let us know the thickness of the door/panel. You can either provide this information by entering it into the ‘Additional Information or Comments’ section on the checkout page or if you’ve already placed an order just email the measurements to [email protected] (be sure to quote your order number).

Can I make an exchange?

We do not offer direct exchanges. However, you can return the unwanted the product(s) and place a new order for the item(s) you want to swap them for. Returns should be made within 30 days upon receipt of them. All products must be returned in a saleable condition (i.e. in their undamaged and original new condition).

Can I cancel an order after it is submitted?

As long as your order has not yet been dispatched, you can cancel your order. To prevent an order from being dispatched, it is vital that you call or email us at [email protected] as soon as possible. Once an order has been dispatched we may not be able to accept a cancellation. For details about our refund process please see this page.

Can I make a change to the order after it is submitted?

As long as your order has not yet been dispatched and you are not making changes to the order that would result in a higher price, you can make changes to your order. Examples of acceptable changes to order include: cancelling some product(s), change product(s) to a smaller size, change product colour (provided the pricing is not higher). If you would like to make a change to the order that results in a higher price then, unfortunately, we require both the order and payment to be cancelled and a new order and payment would have to be made. To make a change to the order we require written notice through email to [email protected].

What if I have a problem or need to return something?

If you were inadvertently sent a product different than the one you ordered please contact us within 48 hours of receiving it. We will provide a Return Number and have the correct product posted free of charge. For more detailed information on other types of returns please refer to our return policy.

How long will the refund back to my card take?

After we have issued the refund the time it takes is down to your card provider. Usually card providers will process refunds in about 3 to 5 working days, most will complete the refund within 10 working days. However, sometimes it can take up to 30 days. Direct contact with your card provider will help you find out the status of your refund. For further information about returns and refunds please see this page.

Ordering online is not my thing. Is there any other way for me to place an order?

Sure! While we protect all information you provide us with policies and technologies that exceed industry standards, we understand that online orders may not be the best fit for everyone. Feel free to give us a call on 020 3369 8633 and one of our customer specialists will be glad to help you.

Do I have to create an account to place an order?

We do not believe in forcing customers to create an account to place an order. If you don’t want to create an account you can just click the ‘express checkout’ button to skip this. However, please note if you choose express checkout and then go back to another page leaving the secure and encrypted checkout page then any personal information you have entered will be lost and you will have to re-enter it again. This is both a legal and security requirement – we will never store or present your personal or financial in an insecure non-encrypted environment. If you are unsure what item you want and may edit the cart/visit the checkout page several times then we recommend creating an account first so on the checkout page it will already be prepopulated with your account information and you won’t have to re-enter it.

Is it safe to send my Credit Card number through your site?

We take the security of our site and the protection of your personal and financial information very seriously. You can read this page for more details.

Will the information I provide you be kept private?

When you place orders, create an account or access your account information, our secure server software (SSL) encrypts all information you input before it is sent to us. The data we collect from you is protected against unauthorized access. We have very strict policies and procedures designed to protect the privacy of our customers. We will never share or sell your personal information with any external organization, unless you provide prior consent. Any personal information you wish to provide is also protected internally.

Will I receive promotional emails from your site? Do you share my email address with any other sites or marketing companies?

We do not believe in spamming and do not use your email address to send any information that is not directly related to your order. If you do wish to receive occasional emails with updates, coupons or promotions, you must opt into our mailing list when you create your account. If you did not opt-in when you created your account, you can do so by changing your preference on the Account Information page.

How can I contact you?

If you have any questions about our products or services please feel free to contact us. Questions via email will be responded to as quickly as possible, usually within 24 hours.