Delivery and Returns
Made to Order
Every piece of Arlowe hardware is crafted to your specifications when you place your order. We do not hold mass-produced stock. Your hardware is made specifically for you, finished to your chosen specification, and inspected before it leaves our workshop.
Production typically takes 3 to 4 weeks. While we understand this requires patience, it is this process that ensures the quality and character of every piece.
Delivery
Once your order is complete and dispatched from our workshop, delivery times are as follows:
| Service | Timeframe | Cost |
|---|---|---|
| UK Standard Delivery | 3 to 5 business days from dispatch | Free on orders over £75, otherwise £5.95 |
| International Delivery | Varies by destination | Calculated at checkout |
Total estimated time from order to delivery is approximately 4 to 5 weeks, accounting for production and shipping.
Please note that international customers may be subject to local customs duties or import taxes upon delivery. These charges are the responsibility of the customer and are not included in our pricing.
Tracking Your Order
You will receive a dispatch confirmation email with a tracking number once your order leaves our workshop.
After dispatch, your order is processed through our logistics network before reaching your local delivery carrier. Please allow 3 to 5 business days for tracking to show movement. This is a normal part of the process and does not mean your order is delayed.
If your tracking has not updated after 7 business days from the dispatch notification, please contact us with your order number and we will investigate immediately.
Returns
We want you to be completely happy with your purchase. If for any reason you are not, we offer a 30-day return window from the date of delivery.
To be eligible for a return, items must be:
- Unused and in their original condition
- In their original, unopened packaging
- Accompanied by your order number
Return postage is at the customer’s expense. To initiate a return, email us at hello@arlowehardware.co.uk with your order number and reason for return. We will confirm eligibility and provide a returns address.
We reserve the right to refuse returns where items show signs of use or installation, where packaging has been opened or damaged beyond inspection, or where the item is not in its original condition. Items returned that do not meet our eligibility criteria will be sent back to the customer at their expense.
Refunds
Once we receive your return and confirm the item meets our eligibility criteria, your refund will be processed within 5 to 7 business days. The refund will be issued to your original payment method.
Please allow an additional 2 to 3 business days for the refund to appear on your statement, depending on your bank or card provider.
Exchanges
If you would like to exchange for a different finish or size, please contact us to arrange. Exchanges are subject to availability, and as each piece is made to order, the standard production time of 3 to 4 weeks will apply to your replacement item.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 48 hours of delivery with photographs of the issue. We will arrange a replacement at no additional cost to you.
Please retain the original packaging until the matter is resolved, as we may need to arrange collection of the damaged item.
Cancellations
Orders can be cancelled within 24 hours of placement. After this window, your order enters production and cannot be cancelled.
If you need to cancel, please contact us as soon as possible with your order number. We will do our best to accommodate your request if production has not yet begun.