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Frequently asked questions 💭

Shipping and returns

FOR ORDERS PLACED ON OUR WEBSITE

  • What are your shipping options?

    We ship using USPS and DHL Express. Orders over $100 qualify for free standard shipping and cost $9 for Express shipping. Orders under $100 will cost you $5 for standard shipping and $20 for Express shipping. Orders over $500 qualify for free Express shipping via DHL.

    We aim to dispatch your order by the following business day. Your order should arrive with you within 5-10 business days for standard shipping, and 3-6 for Express, depending on your location.

    Once your order is dispatched, we'll email you with the tracking number.

    Unfortunately we don't offer a next day shipping option, but we're working on it — stay tuned.

  • What's your returns policy?

    Any unused items in their original condition and packaging can be returned within 60 days of your purchase.

    To generate a free returns label, please enter your order information into our online returns portal.

    Once your return has been received, we'll refund you within 3-5 business days.

  • What payment methods do you accept?

    We currently accept payment via the following methods:

    • Visa
    • Mastercard
    • Amex
    • PayPal
    • Apple Pay
    • Google Pay
    • Shop Pay
    • Maestro
    • Discover
    • Diners Club
  • Can I cancel my order?

    You're able to cancel your order within 6 hours of having placed it. After this point your order may have been dispatched, but you can email us at talk@plankhardware.com and we'll see what we can do.

  • Can I exchange products?

    If you'd like to exchange any products, please return the original items using your free returns label and place a new order. It's the quickest and easiest way, honest.

General queries

Find answers to common questions

  • Will your brass hardware match my other brass home accessories?

    Our brass colored hardware is typically manufactured from solid brass, with a protective clear lacquer, so should match complemeny other solid brass accessories. Read more about our materials and finishing processes.

    Unsure? You can always order a sample to check, then return it if it's not suitable.

  • Can I order a sample?

    Individual items can be ordered as samples, which you'll pay for up front.

    If they're not suitable for use, samples can be returned to us using the free returns portal. We'll issue a full refund according to our returns policy, provided goods are undamanged and in their original packaging.

    If you proceed to place a larger order, we'll refund the shipping cost on your original sample order. Let us know if this is the case by emailing talk@plankhardware.com, then we'll make arrangements.

  • Can I be notified if a product is coming back in stock?

    If a product is available to purchase, this means we have the stock and can dispatch it immediately.

    If a product is dispalying the green "Pre-order" button, that means stock is on its way to us. You can confidently secure your order by making payment now. An "Estimated Arrival" date will be displayed when you hover over the button.

    If a product is "Out of Stock", it's possible that lead times are up to several months. You can use our "Email When Available" button to sign up for a notification, to alert you when we have new stock.

    Feel free to email us at talk@plankhardware.com to discuss any questions relating to lead times.

  • Do you offer discounts?

    We offer a welcome discount to first time customers who sign up to join our newsletter.

    We do not offer large order discounts.

    We also offer discounts to trade customers working in construction and interior design. To benefit from trade perks, you can apply for a trade account using the form on our website. More questions? Drop us a line to trade@plankhardware.com.

  • Do you offer trade accounts?

    We do! Learn more and apply for a Plank Hardware trade account to receive trade perks, samples and exclusive offers. Once your account is approved, you'll be able to log in and shop our collection at discounted trade prices instantly.

  • Will the supplied screws be the right size for my project?

    When shopping for cabinet knobs and pull handles on our website, you can select the specific length screws that will fit your drawers or cabinets. We recommend selecting a screw that is about 1/4" (5mm) longer than the panel that it will be going through. We offer metric M4 screws ranging in lengths of 2/3" (16mm) to 1 3/4" (45mm).

    If you're unsure about what size screws to choose, we provide 1" (25mm) as our standard size, which works for panels that are 3/4" (20mm) thick.

    If you are worried about not choosing the correct length screws, we recommend sourcing a range of them from your local hardware store, Home Depot, Lowes, or Amazon. Simply ask for 'metric M4 machine screws' and choose a length that is about 1/4" or 5mm longer than the depth of the door.

  • Are cabinet knobs and pull 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 money.

  • Does brass hardware 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.

    We recommend cleaning your hardware with warm soapy water and a soft cloth. Avoid abrasive towels, sponges, cleaning sprays, bleach and hand sanitizers.

    Our solid brass handles are coated with a clear protective lacquer, however over time will still age naturally.

    Read more about our materials and finishing processes.

  • 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 accelerate if the hardware is not cared for properly.

  • Where can I find technical information and instruction manuals?

    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.

    You can find an instruction manual for each product category here.

  • How do I clean Plank Hardware products?

    We advise that all of our hardware is cleaned with warm soapy water, along with a gentle cloth. Avoid abrasive towels, sponges, cleaning sprays, bleach and hand sanitisers.

    Read our guide to cleaning brass hardware (and all other finishes) here.

  • Do your products comply with California Proposition 65 regulations?

    Proposition 65 requires businesses, like us, to provide warnings to Californians about significant exposures to chemicals that cause cancer, birth defects or other reproductive harm.

    Our brass cabinet hardware contains very low levels of lead (between 1 and 3%). Whilst this small tolerance is considered safe by industry standards across most of the globe, the California Proposition 65 law requires us to warn Californians of the potential dangers of having these products in your home. Where necessary, we will flag the below message on all products that contain lead:

    WARNING: This product can expose you to chemicals including lead, which is known to the State of California to cause cancer and birth defects or other reproductive harm. For more information, go to www.P65Warnings.ca.gov.

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