FAQ's

General Questions

What are your opening times?
We work Monday-Friday 9am - 5pm and so do our supplier base so any orders placed on a weekend will be dealt with first thing on a Monday or the very next working day.

Do you have a store?
Yes, we have a local showroom, and we stock a lot of items however, not all the items on the site are available in house so please check before heading over. Our address is Units 36, Sandy Rd, Seaforth, Liverpool, L21 3TW.

Product & Specification

What materials are your handles and hardware made from, and how durable are they?
Our handles vary on materials but all are made with strong metals to ensure a long lasting life of the product. Some speciality handles are made to be weather resistant as well for the likes of exterior doors/ windows.

Do you provide technical drawings or detailed dimensions for products?
Yes all of our products will have technical drawings available upon customer request, if they are not already on the website.

Can I get a CAD file or specification sheet for professional installers?
No we would not be able to provide these. The datasheets are the extent to which we can go.

Are the finishes on the hardware suitable for coastal or high-humidity environments?
Yes, all our products will last in high humidity. For coastal, we would recommend marine grade items to ensure durability.

What warranty do you offer on your hardware items?
There is a twelve month warranty window in the case of product failure. Please note the customer must maintain the products in line with instructions for the warranty to be effective.

Ordering & Customisation

Can I order customised sizes, finishes or special designs that aren’t listed on the site?
Custom finishes can be requested as well as sizing but this is only available in specific products, upon customer request we would advise if eligible.

Do you offer bulk/trade pricing for contractors or volume orders?
We do yes, we have a traders platform which customers can use to access the bulk discounts. They are also free to ring/email us if they wish to request a higher discount and we will advise on eligibility.

If I’m unsure which finish to choose, can you send sample finishes or help match to existing hardware?
We can advise over the phone or email on matching finishes. We do not offer samples but products can be returned to us within 14 days of delivery to receive a full refund in the case of a customer testing certain items out.

Delivery & Shipping

What are your normal delivery times?
Well, we normally aim to dispatch orders within 24 hours so you should in most cases receive you products quite quickly.

Do you offer a free postage limit?
Yes, our standard carriage is £10, however, any orders over £300 will benefit from free carriage.

What international shipping options do you provide, and are there any customs/duty implications for overseas buyers?
Overseas customers will be charged a higher rate of delivery than UK customers. However, we do ship internationally, and these prices range from £5.99 to £25.00 depending on location.

If my order contains multiple items, can some items ship earlier than others, or will I get one single shipment?
Items will ship as and when they are available and not always in one package. This is also the case when customers order from different suppliers, so the items will be sent from two different warehouses.

What happens if my delivery is delayed beyond your estimated dispatch window?
Give us a call and we will advise on what is happening and attempt to get it resolved. If not, options such as refunds, product swaps and discounts for future purchases will be provided.

Returns & Refunds

Do we allow exchanges?
No, we don't do exchanges, but we will happily arrange a return and refund of any product and you can then order what you need.

What condition must returned items be in (e.g., unused, in original packaging) in order to be accepted for a refund?
Items must be returned in original packaging and be unused within 14 days of being delivered to the customer. A proof of this return must also be provided so we can ensure they were sent to us within the window.

If an item is faulty or damaged, how do I initiate a claim and how are replacements handled?
Replacements will be sent out immediately, during which the faulty items will also be collected, or the customer will be advised that they can dispose of them. In order to initiate this process, we must be made aware of the damages within 14 days and the product must not have been used. Images of the damage will be requested and assessed by our product specialist to determine whether it is a product fault or it has been damaged by the customer or courier.

Installation & Aftercare

Do you provide installation instructions, videos or support for your hardware?
This can be provided upon customer request.

How do I care for and maintain the different finishes (chrome, brass, powder-coated, etc) to avoid tarnishing or wear?
Yes different finishes require different maintenance. We will be releasing an educational series soon to help customers keep their products in the best condition.

Are any of your products compatible with retrofit applications (replacing existing handles without drilling new holes)?
Yes, we can usually find products that fit the dimensions and fixing placements upon request.

Payment & Security

What payment methods do you accept, and is my payment information secure?
We accept Visa, MasterCard, American Express, Diners Club, Discover, Maestro, Union Pay, Apple/Google Pay, and Shop Pay. All payment methods are not saved or stored on our devices and are therefore securely used and then deleted following use, so that if the site were to be hacked none of these details would be available. Payment: If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Master card, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

Do you offer financing or payment-plan options for large orders?
No, unfortunately, we cannot dispatch an order unless it has been fully paid. We would advise customers who are placing large orders continuously to look into opening an account with us - this can be done via phone call or email.

Compatibility & Use-cases

Are your door handles compliant with fire-door regulations or certified for specific environments (e.g., commercial vs domestic)?
Yes, we have a range of handles that are fire rated unless specified otherwise on them. Any specific needs/requirements that need to be met, we would advise contacting us.

Can your hardware be used in commercial/residential settings (or both)?
Both our product range is very diverse, we also offer a range of access control to ensure security in commercial office buildings or other public buildings, as well as large residential.

Do you offer parts/spares (e.g., screws, fixings) if something goes missing or breaks later?
We can supply these; if it is a product fault, it will be free of charge, but any customer inflicted issues or losses will incur additional costs. These can be supplied down the line as well if customer are looking to refresh their fixings.