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 talk@plankhardware.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 talk@plankhardware.com 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 talk@plankhardware.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.

How can I find out more about the gold gilded artwork?

Please get in touch using talk@plankhardware.com and we'll go through everything with you.

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 talk@plankhardware.com and we'll see if we can accommodate.

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.

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?

If you need to return something, please get in touch using talk@plankhardware.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.

 


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