FAQs

Q | What happens if something I order is Out of Stock?

A | We will contact you by telephone or email to advise of the estimated lead time. If you are able to wait then we will put this on back order and it will be sent when it is back on stock. If the lead time is too long we can cancel part or all of your order and issue a refund.

Q | What do I do if I want to Return an item?

A | You must contact us within 28 days of receipt so that we can provide you with a Returns Form and a Returns Number. When returning anything to us you must include the Returns Form with the parcel and ensure that everything is wrapped safely and securely, following the instructions provided.

Q | I live in a Coastal Area – how will this affect my door and window furniture?

A |  The salt in the air will cause finishes to deteriorate prematurely. External fittings and window furniture are likely to be affected the most. You will need clean and protect your fittings more regularly, using good quality wax polish. Please see our help guides for more information on caring for different types of finish.

The following finishes will work best in Coastal areas:

• Unlacquered Brass or Real Bronze
• Polished Chrome or Nickel
• Stainless Steel – preferably Grade 316

Q | How do I care for Unlacquered Brass?

A | Periodic cleaning with a mild soapy water is generally all that is required if you want to brass to age and develop its own patina and character. But, if you prefer your brass to keep its shine, then after cleaning you will need to polish it with a metal cleaner – we use Brasso wadding.

A light application of a good wax polish afterwards will help to protect the brass.

More detailed information on Caring for Brass.

Q | How do I care for Nickel & Chrome?

A | Periodic cleaning with a mild soapy water is generally all that is needed to maintain its appearance. If you have more persistent marks the gentle cleaning with a metal polish should help – we use Silvo wadding.

More detailed information on Caring for Nickel and Chrome.

Q | How do I care for Black Finishes?

A | All Black hardware has a steel base, so is prone to rust over time. To help stave off rusting and remove harmful deposits we recommend that you wipe your hardware with an oiled cloth every few months.

Find more detailed information on Caring for Black Finishes.

Q | How do I care for Pewter Finishes?

A | Most Pewter finishes are applied over a steel base, so we recommend wiping with an oiled cloth from time to time. This will help to remove harmful deposits and prevent rust spots appearing. You can also apply a light coating of a good quality wax polish to help protect the finish.

More detailed information on Caring for Pewter Finishes.

Q | How do I care for Aged and Antiqued Finishes?

A | Periodic cleaning with a mild soapy water is generally all that is required. We also recommend a light application of a good wax polish afterwards will help to protect the finish.

For more detailed information on Caring for Aged and Antique Brass.