FREQUENTLY ASKED QUESTIONS
BEFORE I ORDER
Can I buy samples and return them if they are not suitable?
Yes - just order your samples as desired and then return any unwanted items to our return address. If you email us at email@example.com, we'll refund your original delivery cost.
The product I want seems to be out of stock. How can I find out when it's coming back?
Please email us at firstname.lastname@example.org to find out our latest lead times.
How do I know if Plank Hardware brass colour will match my other brass home accessories?
Our handles are solid brass with a clear lacquer and so should match with other solid brass homewares. You can always order a sample to check, and then return it if it is not suitable.
Can I have a discount for a large order?
We have discounts for new customers signing up to join us. We also have discounts for trade orders and large orders - please visit our trade page or get in touch at email@example.com
Do you offer custom sizes/finishes/designs?
Sadly we can't at the moment, but we are reviewing our range all the time and adding new products, so please keep checking back!
Can I visit a showroom and look at the products?
We are online only at the moment, but you are welcome to order samples and then return them for a full refund if they are not suitable.
I'm ordering handles, how do I know if the screws will be the right size for my cupboards?
All of our knobs and handles are supplied with 25mm M4 machine screws which are suitable for most cupboards up to 20mm thick. For deeper cupboards, we offer screw lengths 30mm, 35mm, 40mm, 45mm. Please just add a note to your order at checkout to let us know which length is best for your project.
Note that the longer screws we carry are aluminium and are not available in gold. If you need gold screws for your project, you should be able to source some at a local hardware store.
If you need to come back to us later on to buy some additional screws, you can shop them here.
Do you offer a trade account/trade discounts?
Please visit this link to apply for a trade account: https://plankhardware.com/a/wsg/proxy/login. Once your account is approved, you'll be able to log in and shop all of our trade prices online.
DELIVERY AND RETURNS
How do I find out if you ship to my country? How much will it cost?
We deliver to the UK as well as mainland Europe, USA and Australia and many other countries. Rates vary. If your country is not visible at checkout, please contact us on firstname.lastname@example.org and we'll see if we can accommodate.
If your shipping address is inside the EU, taxes and duties may apply but we will cover these costs. Once you have checked out on our website, simply wait for your parcel.
If your shipping address is outside the UK and EU, please be aware that import taxes and duties may apply and you will need to cover this cost. Rates are set by the local customs department and can vary widely by location, so we are not able to advise how much this cost will be. Your local customs authorities will contact you in order to collect a payment and clear the parcel for delivery to you. Note that if you do not make the payment, the parcel may become delayed or returned to the UK.
How long does delivery take?
We aim to dispatch all our orders by the next working day. Our UK orders should be with you within 2-4 working days after dispatch. Dispatch times are currently 1-2 days. Our international orders may take between 3-9 working days after dispatch, depending on the destination.
What are the delivery options?
We send 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 want to expedite your orders, we do have upgrade options, the options available to you will be visible at checkout.
Do I need to wait home for my delivery?
We try to ensure smaller orders for knobs and other small items should fit through your letterbox. However, larger orders will not. If your order is shipped using Royal Mail you'll receive a calling card if you are not home when the delivery arrives.
If your order is shipped using DPD, you'll receive email and SMS updates about the parcel, provided you enter your mobile number at checkout. DPD will provide various options for you to instruct them to leave the parcel in a safe place, or at a designated collection point.
Can I collect my order?
If you are very local to our studio, you can arrange to collect your items. Please get in touch to discuss.
**Unfortunately at the moment we are unable to accommodate collections due to COVID19**
How do I return unwanted items?
If you need to return something, please get in touch using email@example.com, within 30 days of receiving your items. Just let us know why you need to return your order, and we'll ask you to send the items back to our return address. Once received, we'll check them over and issue you with a full refund.
Will I have to pay to post the items back to you?
We'll refund the cost of the product and the original delivery fee, and you'll need to arrange and pay for the item to be posted back to us. If the unthinkable happens, and your product arrives damaged or faulty, we will of course cover the cost of you returning the item to us.
SOMETHING ELSE? PLEASE GET IN TOUCH...