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Frequently asked questions 💭

Shipping and returns

FOR ORDERS PLACED ON OUR WEBSITE

  • What are your shipping options?

    We ship using DHL Express. Orders over $100 qualify for free shipping. Orders under $100 will cost you $7.

    We aim to dispatch your order by the following business day. Your order should arrive with you 5-8 business days later, 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 unwanted items can be returned for free, within 60 days of your purchase, provided they're unused and in their original packaging.

    To request a return label, please follow these steps:

    Log in with the email assigned to your order here: Plank Hardware

    Click 'Request Return' on the order that you wish to return.

    Select the items you wish to return.

    Our returns department will have a return label created and emailed to you within 2 working days.

    Once your returned items have been received, we'll check them over and refund your original payment method within 5-7 business days. Please allow your financial institution an additional 7-10 business days for the refund to post in your account.

  • 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.

  • I bought your hardware from Etsy. Can I still return my items?

    For Etsy returns, please contact us via Etsy's messaging service or via talk@plankhardware.com.

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 label included in your package. 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 also offer discounts to trade customers working in construction and interior design. To benefit from trade perks, sign up to Plank Industry. More questions? Drop us a line to trade@plankhardware.com.

  • Do you offer trade accounts?

    Apply for a Plank 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, you can select the length of screws which you'd like to accompany them.

    We offer No.8 machine screws in lengths of 0.63" to 1.77" for most cabinet knobs and pull handles.

    For reference, 1" is our standard screw size.

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

  • 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 a copper-zinc alloy that tarnishes naturally with age. This process can speed up if cleaned excessively, with corrosive cleaning products, or if exposed to outdoor conditions.

    Our solid brass hardware is coated with a clear protective lacquer, however this isn't permanent and products will inevitably age over time.

    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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