Frequently Asked Questions
Is your site secure?
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 SAGEPay 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 at the showroom in Carlisle spend all day speaking to customers and taking orders. We are happy to take your whole order over the phone and process your card payment as well if you prefer. Our normal internet prices will still apply. However the discount structure of 5,10 and 15% is only applicable on orders placed online. Please call us on 01228 516516.
We welcome any questions you might have too - there are no “stupid questions” so please feel free to call us.
Tel: 01228 516516 Fax: 01228 401847 Email: email@example.com
Can I amend or cancel my order?
We are sorry that in most circumstances it is not possible to amend your order. Once an order has been picked it is added to hundreds of our other customer orders in the collection cages awaiting pick up by our couriers. Understandably, finding this order to then amend and re-pack is logistically very difficult.
To add products to your order - Simply place a new order for these items, or give us a call to place the new order over the phone.
To change or remove products - Please call us to cancel the original order and place a new order.
In the event that the order has already been despatched then you can follow our usual Returns Procedure.
To cancel an order please give us much notice as possible, and as long as the order has not been despatched we should be able to cancel and issue a full refund.
Do your prices include VAT?
All our prices are displayed in both including and excluding VAT at the current UK rate. Please contact us to place an order exempt of VAT.
Can I view prices in another currency?
Prices on the More Handles Website can be displayed in four different currencies. By default the website will always display prices in UK Sterling (GBP), however using the Currency Selector in the top right of the website you can select to change the currency to display prices in Euros (EUR), US Dollar (USD), or Australian Dollars(AUD). All prices will then be displayed in the currency you have selected until you finalise the order and proceed to PLACE THE ORDER. At this point you will be redirected to SAGEPAY our secure payment system and this will always process all payments in UK Sterling GBP.
The exchange rates used on our website are designed as a guide only, and are updated daily in good faith, based on information provided by www.xe.com . If you are making payment using an account outside of the UK please note that your bank may apply a different currency exchange rate to the one we have quoted, and may also add additional currency charges to your final bill. More Handles is not responsible for any currency charges or bank levies applied by your account provider.
Do you have any discounts for large orders?
Yes we do. Our website will automatically discount your order by 5% for orders over £150, and 10% for orders over £350, this will be applied at the checkout stage of your order before payment. Please note this discount structure only applies for online orders and EXCLUDES all OSMO, TREND, WORKWEAR and some other products.
Do you deal with the Public?
Yes we do. We send a huge number of our products out to private individuals, 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 public.
Do you offer Trade Accounts?
We don’t provide any kind of credit account as all our products are on a Payment With Order basis. Our prices online are already discounted to provide you with the best value.
Do you have a showroom?
Yes we do. You are welcome to visit our showrooms in Carlisle and Kendal. We have an excellent display of thousands of items from many of our manufacturers in all kinds of finishes.
Visit the About Us page for more information.
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?
If you need assistance to choose the correct lock or latch to match your handle or knob then please call us on 01228 516516.
When will my order arrive?
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 at the showroom on Tel: 01228 516516.
Please see our Delivery Page for more information.
Which Carrier Service do you use?
Orders over £25 will be sent via DPD Courier Service. Please note that a signature will be required on delivery of the goods.
Orders under £25 will be sent via Standard 1st Class post - no signature required.
Please see our Delivery Page for more information.
I need an urgent delivery for tomorrow - can you help?
Very likely, yes. If we have it in stock we can send it via overnight carrier for delivery the next day. Alternatively we will ask our manufacturers to despatch directly for delivery the next day. We can even arrange a Before 10.30am or Before 12noon delivery in many cases. Please contact us to arrange this on Tel: 01228 516516.
NOTE: Some delivery services may incur an additional carriage charge - we will advise you if this is the case.
As we are located round the corner from 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. We operate 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. All we ask is:
1. Let us know first by email or phone what you are returning and why so that we can email you a returns note for you to enclose in the package.
2. Return items to us within 30 days of you receiving your order.
Please contact us at the showroom to arrange a return on Tel: 01228 516516 or email us firstname.lastname@example.org
Please see our Returns Page for more information.
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 in full the cost of any or all the handles when you return them to us.
What guarantees or warranties do you offer?
All of our products carry the relevant manufacturers mechanical guarantee, this varies in length but is usually a minimum of 12 months.
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. We have a range of products which are supplied unlacquered or we can give you some advice on how to remove the lacquer yourself. Please contact us for more details.
Tel: 01228 516516 Email: email@example.com
Do you have a catalogue?
Yes we have a number of catalogues 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 catalogue please give us a call at the showroom on Tel: 01228 516516 so we can ascertain which ones would be best to send you.
I’ve seen the handle I like locally but it’s not on your site, can you supply it?
Yes, probably. With over 20 years experience in the industry we can source many products that are not obviously available. Please send us an email with the details or picture of the handle you would like and we will try and source it for you.
I’ve seen the same handle cheaper somewhere else, can you match it?
Yes, very likely. We always strive to offer the best value in the marketplace, but it is quite a task staying up to date with all the prices out there! We operate an excellent Price Match Policy which means we will always do our best to match or beat any like for like product that you have found elsewhere.
We would really appreciate your business, and you will still benefit from our very fast despatch times and excellent customer service. Please give us a call or an email and let us know where you have seen the product cheaper and we will try and match or better the price for you straight away.
What if I have a problem?
We are here to help! Very occasionally something may have gone wrong with the packing or delivery of your order. We’re sorry if you have had a problem, please give us a call straight away and our friendly team will do everything we can to sort it out.
Any other questions please contact us directly on 01228 516516 or Email: firstname.lastname@example.org