Yes. We use the very latest encryption and secure card payment systems to ensure that your information is dealt with in the strictest confidence. Our whole website is protected by COMODO and we take your personal data security very seriously.
If you wish to place your order with us over the telephone you are welcome to do so. All our normal internet discounts and prices will still apply and your information will be treated in strict confidence and securely disposed of immediately after use.
Can I order over the phone?
Yes, of course. Our friendly team based in Longtown, Carlisle are happy to take any orders. We are able to take your whole order over the phone and process your card payment as well if you prefer. Our normal internet prices and discounts will still apply. Please call us on 01228 791909.
We welcome any questions you might have so please feel free to call us.
Yes, all our prices are quoted including VAT at the current rate.
Do you have any discounts for large orders?
Yes. If your order is over £400 then please email or call us and we will be happy to put a quotation together for you.
Do you offer Trade Accounts?
Unfortuanely we don’t provide any kind of credit account at this moment in time, however we are going to be looking into setting one up for our loyal customers, trade and retail alike. All our products are on a Payment On Order basis.
Please give us a call at the office to discuss how we can help your business. Tel: 01228 791909
Do you deal with the Public?
Yes we do. We send a huge number of our products out to retail customers, and we welcome any size of order large or small. Our discounts apply to all customers and our prices should be as low as you can find anywhere in the UK both for trade and retail.
Are all your handles supplied in pairs?
All Mortice Door Handles and Door Knobs are supplied as pairs (sets). This includes a handle or knob for each side of the door and all the relevant fixings – wood screws / through-bolts, and spindle.
Cupboard or Cabinet Handles are supplied as single items. They will include the relevant number of Threaded Bolts for rear fixing.
Hinges are supplied in pairs complete with screws unless otherwise stated.
Do the handles include a latch or lock mechanism?
No. Handles are not supplied with a lock or latch simply because there too many variations to consider. Please order these separately.
Which latch or lock should I order?
Please see the Locks and Latches Help Guide. Or if you need assistance to choose the correct product then please call us on 01228 791909.
When will my order arrive?
We endevour to get all orders out by the next working day, however we do specify 7-10 days depending on your order, the reason for this is that each product that you order has an estimated delivery schedule. If your order contains a mix of products they will be despatched together in one consignment. The despatch date will be determined by the product with the longest delivery schedule. You may wish to place separate orders if one of your chosen products has a longer estimated delivery schedule than others.
If you need something urgently we will be happy to help, please give us a call on Tel: 01228 791909.
Orders over £40 will be sent via Fed Ex 24 Hour Service or Royal Mail Recorded Delivery depending on the size / weight / value of your order. Please note that a signature will be required on delivery of the goods.
Orders under £40 will be sent via Standard 1st Class post – no signature required.
I need an urgent delivery for tomorrow – can you help?
Yes. If we have it in stock we can send it via overnight carrier for delivery the next day, please note that couriers dont work on a Sunday. Alternatively we will ask our manufacturers to despatch directly for delivery the next day. We can even arrange a Before 10am or Before 12noon delivery. Please contact us to arrange this on Tel: 01228 791909.
NOTE: Some delivery services may incur an additional carriage charge – we will advise you if this is the case.
As we are located near the main Carlisle Brass warehouse we have the unique ability to provide a same day despatch on all Carlisle Brass products.
Can I return something I don’t want?
Yes, of course. We have one of the best Returns Policies on the Web. You are welcome to return some or all of your order for any reason, as we want you to be happy with your purchase. Please let us know first and return the items to us within 30 days of receiving your order. Unlike most door handle websites we don’t charge a re-stocking fee unless your order value was over £100, in which case we charge a re-stocking fee of 25%.
If you are unsure of your choice of products why not order some samples first – see below.
Can I order some samples?
Yes of course. We have one of the best Sample Policies on the Web. You are welcome to order as many sample handles as you wish. Your order will be processed in the normal manner and payment is required. However we will then refund the cost of any or all the handles when you return them to us. The only cost to you will be the carriage charge.
What guarantees or warranties do you offer?
All of our products carry a 10 year manufacturers mechanical guarantee. If any of the products you have purchased from us proves mechanically defective (ie. broken spring, cracked handle etc) we will arrange to provide a replacement or a refund, whichever you prefer.
We pride ourselves on the service we offer and as such you will never be referred to the manufacturer to exercise your guarantee, we will arrange and deal with any problems for you.
Do your Brass handles tarnish?
Brass in it’s base form will begin to dull and tarnish over time, therefore most Brass products are given a lacquer coating after polishing to help keep their lustre without the need for regular polishing.
Our products are carefully chosen for their reputation of long term quality, and under normal use will provide many years of service. However please note that after a period of time the lacquer coating applied to brass products can suffer a possible breakdown, usually on external fittings. The life of the lacquer is beyond the manufacturer’s control and therefore cannot be guaranteed.
If the lacquer coating has begun to break down and you wish to improve the appearance simply remove the brass fittings and treat with an acetone thinner to completely remove all of the lacquer (e.g. “Nitramors” applied according to the manufacturer’s instructions). Ensure that the fitting is completely dry and then apply a metal polish such as “Brasso”. This can be reapplied whenever it is required or the fitting can be re-lacquered.
There is an alternative brass finish known as Stainless Brass (PVD), which does not use a traditional lacquered finish and as such is impervious to the normal tarnishing effects. These products are especially good for external fitting and are supplied with a 25 Year Guarantee on the finish.
Do you supply Brass handles unlacquered?
Yes, we can. Please contact us to discuss your requirements.
Yes we have a number of brochuress available from our different manufacturers. Please note that these will not give any more information than is available here on our website, and will not include any pricing information. If you would like a copy of a brochure please give us a call on Tel: 01228 791909 so we can ascertain which ones would be best to send you.
I’ve seen the same handle cheaper somewhere else, can you match it?
Yes, almost deffinately. We are always striving to offer the best value in the marketplace. We have an excellent Price Match Policy which means we will match or beat any like for like product that you have found elsewhere.
We fully appreciate your business, and you will still benefit from our very fast despatch times and excellent customer service. Please give us a call or email and let us know where you have seen the product cheaper and we will endevour to match or better the price for you straight away.
I’ve seen the handle I like locally but it’s not on your site, can you supply it?
Yes, probably. With over 30 years experience in the industry we can source many products that are not obviously available. Please send us an email with the details and/or picture of the handle you would like and we will try and source it for you.
We are here to help! Very rarely something may have gone wrong with your order, however this can happen. We’re sorry if you have experienced a problem, please give us a call straight away and our friendly team will do everything we can to sort it out.