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FREQUENTLY ASKED QUESTIONS

GENERAL QUERIES

find answers to common questions, or reach out to us.

  • Can I buy samples and return them if they're not suitable?

    Yes, you can. Just order your samples as desired, then return any unwanted items to our return address. If the items are undamaged, we'll issue you a full refund.

    If you go ahead and place a larger order, we'll refund the original shipping costs on the sample order. Drop us a line at talk@plankhardware.com if this is the case.

  • The product I want seems to be out of stock. How can I find out when it's coming back?

    If a product is showing as available to purchase on our website, this means it's in stock and can be dispatched to you imminently. If the product is available on pre-order, there will be a green "Pre-order" button on the product page, with an "Estimated Arrival" date displayed when hovering over the button.

    If a product is not available to purchase, you can also use our "Email When Available" button to sign up for a notification. Feel free to email us at talk@plankhardware.com to discuss any questions relating to lead times.

  • How do I know if Plank's brass colour will match my other brass home accessories?

    Our brass coloured handles are solid brass with a protective clear lacquer, and so should match with other solid brass homewares. You can always order a sample to check, then return it if it's not suitable.

  • Do you offer discounts for large orders?

    We have a welcome discount for new customers signing up to join our newsletter.

    We also offer discounts to those who work within the construction and interiors industries. For trade orders and high-volume orders, please visit our trade page, Plank Industry, or drop us a line at trade@plankhardware.com.

  • Do you offer custom sizes, finishes and designs?

    We're open to discussing custom hardware projects with trade customers, when order volumes hit a certain threshold. Your best bet is to create a trade account on Plank Industry, here. Or, drop us a line at trade@plankhardware.com.

  • Can I visit a showroom to look at the products?

    We are mostly an online business, but we are able to accommodate in-person meetings at our North-East London premises, by appointment only. Please contact us at talk@plankhardware.com if you're interested in stopping by.

    Alternatively, you're welcome to order single items as samples, then return them for a full refund if they're not suitable.

  • How do I know if the supplied 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 of 30mm, 35mm, 40mm and 45mm. For thinner cupboards, we offer screw lengths of 16mm and 20mm. Please just add a note to your order at the checkout, to let us know which length is best for your project.

    If you need additional screws at a later stage, you can shop them here.

  • Do you offer trade accounts and discounts?

    Please visit Plank Industry to apply for a trade account, here. Once your account is approved, you'll be able to log in and shop our collection at discounted trade prices.

  • Are knobs and handles supplied in pairs?

    All of our items are sold individually, except where clearly marked as a set. This means you can shop according to your specific project needs, so avoiding wasted products (and hard-earned cash).

  • Do door lever handles include a latch or lock?

    Latches and locks must be purchased separately, unless specified. Every project is unique, so please get in touch for advice or a product recommendation.

  • Do brass handles tarnish?

    Brass is an alloy of copper and zinc, which can be combined in varying proportions to give it different machinable properties and beautiful tones. Brass does tarnish naturally with age, and this process can speed up if cleaned excessively or with corrosive cleaning products. The process can also speed up if brass is exposed to outdoor conditions like wind and rain. Our solid brass handles are coated with a clear protective lacquer, however over time will still age naturally.

  • Do you offer a warranty?

    We offer a 10 year mechanical warranty on all of our products. Note that products made from solid brass will naturally tarnish over time and this process could happen more quickly if the goods are not cared for properly.

  • Where can I find technical information and installation guides?

    Each product has a downloadable technical specification in the dimensions section on the product page. There is also some installation information right below the products page. We're confident you've got this, but if it's a more complex product, like a door lever handle, we'll also include a detailed installation guide in your package.

  • How do I clean Plank handles?

    Each brass cabinet knob or handle is coated in a protective clear matt glaze to prevent it from oxidising. Clean with warm soapy water and a soft cloth. Avoid abrasive towels, sponges, cleaning sprays, bleach and hand sanitisers.

UK SHIPPING AND RETURNS

FOR ORDERS PLACED DIRECTLY ON OUR WEBSITE

  • How long does delivery take?

    We aim to dispatch all our orders by the next working day. Your order should be with you within 2-4 working days after dispatch. Dispatch times are currently 1-2 working days.

  • 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. Orders over £50 qualify for free standard delivery.

  • Can I expedite my order?

    Express shipping options will be displayed at checkout at an additional charge. We pack orders on weekdays only, but if you select Express shipping, your parcel will be prioritised for packing and dispatched on our DPD service.

  • 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.

  • How do I return unwanted items?

    Any unwanted items can be returned unused within 60 days of your purchase.

    If your parcel is under 20kg, simply visit our online returns portal here.

    If your parcel is over 20kg, please get in touch using talk@plankhardware.com

    Once your returns have been 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?

    If your parcel is under 20kg, you will be able to generate a free return label using our returns portal here.

    If your parcel is over 20kg, please get in touch using talk@plankhardware.com and we will help you to arrange for the parcel to be returned and we will cover this cost.

  • I've shopped on another platform like Etsy or one of your partner brands. Can I still return my items?

    For Etsy returns, please contact us via Etsy's messaging service or via talk@plankhardware.com. If you have shopped on a partner brand's website, please contact the brand you have shopped with to arrange your return.

INTERNATIONAL SHIPPING AND RETURNS

FOR ORDERS PLACED DIRECTLY ON OUR WEBSITE

  • How does international shipping work?

    If you are shopping with us from another country, when you visit our website you will be able to select to view prices in your home currency by using the flag selector. You may also see some information about our shipping options displayed in the national language of the country you are shopping from.

    The prices displayed may include additional amounts to cover taxes and duties applicable to your country, so that you don't have to deal with customs paperwork or make any payments to the local authorities in order to clear your parcel for delivery to you.

    At the checkout, when you place your order, you will be transacting with Global-E, our international shipping partner. They will become the merchant of record on the transaction and will handle all of the customs paperwork and any applicable taxes and duties.

    You can check out Global-E's terms and conditions here.

  • What are the international payment options?

    Depending on your shipping country, our checkout will show you payment methods available in your location. We do not hold any of your bank details.

  • What are the international shipping options?

    Depending on your shipping country, our checkout will show you our available express and standard shipping options. If you select an express shipping option, the parcel will be shipped to you via DHL. If you select a standard shipping option, your parcel will be shipped to you via a partner courier, this selected courier will vary by location.

  • How long will delivery take?

    Our international orders may take between 3-9 working days after dispatch, depending on the destination and the shipping option selected at checkout. When making your selection, an estimated timeframe will be displayed.

  • How can I track my international parcel?

    You will be provided a tracking link when the parcel has been dispatched. If you have any queries about your order, please contact talk@plankhardware.com

  • Can I return my order to the UK?

    Please visit our International Returns Portal to arrange a return. You can also contact us at any time at talk@plankhardware.com, to discuss an international return.

  • Will I have to pay to send the items back to the UK?

    Download a free return label on our International Returns Portal, and you will be refunded for your returned items when the parcel arrives at our warehouse.

  • I've shopped on another platform like Etsy or one of your partner brands. Can I still return my items?

    For Etsy returns, please contact us via Etsy's messaging service or via talk@plankhardware.com. If you have shopped on a partner brand's website, please contact the brand you have shopped with to arrange your return.

OUR DEDICATED CUSTOMER SERVICE TEAM IS ON HAND TO HELP.