F&Q's
Discover solutions to common inquiries
Orders & Payments
Can I make changes to my order after it's been placed?
Once an order has been placed, we begin processing it immediately to ensure timely delivery. If you need to make any changes, please contact us as soon as possible, and we’ll do our best to accommodate your request before the order is dispatched.
How will I know my order has been confirmed?
After you complete your purchase, you’ll receive an order confirmation email with your order details. Once your item has been dispatched, we’ll send a follow-up email with tracking information.
Do you offer trade accounts or designer discounts?
Yes, we welcome collaborations with interior designers, architects, and trade professionals. Please contact us directly with your business details, and our team will provide information about trade pricing and partnership options.
Shipping & Delivery
Can I make changes to my order after it's been placed?
Once an order has been placed, we begin processing it immediately to ensure timely delivery. If you need to make any changes, please contact us as soon as possible, and we’ll do our best to accommodate your request before the order is dispatched.
How will I know my order has been confirmed?
After you complete your purchase, you’ll receive an order confirmation email with your order details. Once your item has been dispatched, we’ll send a follow-up email with tracking information.
Do you offer trade accounts or designer discounts?
Yes, we welcome collaborations with interior designers, architects, and trade professionals. Please contact us directly with your business details, and our team will provide information about trade pricing and partnership options.
Can I collect my order in person?
While we don’t generally offer a collection service, if you’re based near N20 9HS, please contact us and we’ll be happy to arrange this for you. You’ll be notified as soon as your order is ready for collection.
Returns & Exchanges
What is your return policy?
We want you to be completely satisfied with your purchase. If your item arrives faulty, we offer a complimentary 14-day return service. For change-of-mind returns, please contact us within 14 days of receiving your order for further assistance.
How do I return an item?
To request a return, please contact our customer service team with your order number and reason for return. We’ll provide you with full instructions to ensure the process is simple and smooth.
Is return shipping free?
Return shipping is free for faulty or damaged items. For change-of-mind returns, customers are responsible for the return shipping cost.
Can I exchange an item instead of returning it?
We don’t offer direct exchanges at this time. If you wish to receive a different item, please return your original purchase for a refund and place a new order. This allows us to ensure the product is available and delivered promptly.
What should I do if my item arrives damaged or faulty?
If your item arrives damaged or faulty, please contact us within 48 hours of delivery. Include your order number and photos of the issue, and our team will arrange a replacement or refund promptly.
Products & Availaility
What does 'Made to Order' mean?
“Made to Order” items are specially produced once your order is placed. Please note that lead times may vary depending on the product.
Do you offer samples before purchasing?
Samples are available for selected products and finishes to help you make confident choices about colour, texture, and material. We offer a discount on sample orders. Please contact us directly for further details or to arrange your request.
How accurate are the colours shown on your website?
We make every effort to ensure our product images reflect colours and finishes as accurately as possible. However, variations may occur due to differences in lighting, screen settings, and natural material characteristics. For the most accurate representation, we recommend ordering a sample before purchasing.
Installation & Care
Do you offer installation services?
While we don’t provide installation services directly, we can offer guidance and specifications to ensure a seamless installation.
For detailed fitting instructions, please follow the installation link.
Are your fittings and materials suitable for bathrooms/kitchens?
Many of our fittings and materials are suitable for use in bathrooms and kitchens. However, we always recommend checking individual product details or contacting us before purchasing to confirm suitability for your specific space and environment.
Design Consultation
Do you offer design consultations?
Yes, our Design Consultants are here to help you bring your vision to life. We provide expert guidance on layouts, materials, finishes, and product selection to create spaces that are both beautiful and functional.
How do I book a consultation?
You can book a consultation by contacting us via email, phone, or our contact form. Once we receive your request, we’ll arrange a convenient time to discuss your project.
Is there a fee for the consultation?
Video consultations and in-person consultations within London are complimentary. For in-person consultations outside the London area, a fee of £45 applies. Please get in touch to discuss your project and arrange a convenient time.
Can you help me choose the right hardware or finishes for my project?
Absolutely. Our team can guide you in selecting the most suitable hardware, materials, and finishes to ensure your project meets both your aesthetic and functional needs.
General / Contact
How can I contact customer service?
You can reach our customer service team via email, phone, or our contact form. We’re happy to assist with any questions or concerns and aim to respond as quickly as possible.
Do you collaborate with interior designers or builders?
Yes, we welcome collaborations with interior designers, architects, and builders. Please contact us with your details, and we’ll be happy to discuss partnership opportunities and trade pricing.
Where are you based?
We are based in London, UK. For any enquiries or local consultations, please get in touch with us to arrange a convenient time.