Frequently Asked Questions
Custom-order
How do I start?
How do I start?
Use the custom-order page to introduce your project. Include as much information as you have and we will advise on the next step.
Start your custom order
Can you change the size of an existing design?
Can you change the size of an existing design?
Yes. Many products can be adapted around your required length, height, wall distance, pipe diameter and finish.ed materials or finishes are all helpful. You do not need a professional drawing.
Do you work with businesses?
Do you work with businesses?
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Yes. We welcome retail, hospitality, office, exhibition and other commercial enquiries, including repeat and larger projects.
Is 3D modelling available?
Is 3D modelling available?
Yes. For suitable custom projects, we can create a 3D model so the proposed design can be reviewed before manufacture.projects, we can create a 3D model so the proposed design can be reviewed before manufacture.
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-10 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Cost of returns
Cost of returns
For faulty products we will cover the cost, however. if buyer change their mind then the buyer will be responsible for the return cost.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. In total, you can expect to receive your order within 7-10 business days. Delivery times may vary depending on your location and the shipping method chosen at checkout.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Product
I want something bespoke
I want something bespoke
Sure - we can make it for you based on your exact measurements - contact us and we will be happy to help and guide.
Colours
Colours
For most of the product we can make it in black, dark grey, white, gold and rustics colours If you have a specific color in mind, discuss this with us!
Pipe diameter
Pipe diameter
For handrails we use 26.99mm and 33.33mm diameter. For clothing rails we use 26.99mm diameter pipe. This can be customised!
For square tube we use 25x25mm tube.
Colour Samples
Colour Samples
We offer free colour samples to the UK. If your based outside the UK - there is a delivery charge so please contact us.
Screws (fixing )
Screws (fixing )
Product(s) is not supplied with fixings (i.e screws) due to the variety of different wall substrates that it can be fixed to.
Is fitting included in the Length and height measurement?
Is fitting included in the Length and height measurement?
Yes, the fittings are included in the length and heights measurements.