Frequently Asked Questions

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and Klarna. All transactions are processed securely through Stripe. We never store your card details.

If you need to change your order, please contact us within 24 hours of placing it. After this window, your order enters production and changes may not be possible. We will always do our best to accommodate your request.

Yes. Klarna is available at checkout, allowing you to split your payment into three interest-free instalments. Select Klarna as your payment method during checkout to see your options.

For UK visitors, all prices include VAT at 20%. For international orders, prices are shown excluding VAT and any local duties or import taxes are the responsibility of the customer upon delivery. The site automatically adjusts pricing and currency based on your location.

We offer nine finishes across five coating types. Lacquered (Satin Brass) is sealed for consistent colour that will not change over time. Electroplated finishes (Antique Brass, Matte Black, Satin Nickel, Matte Brass, Gunmetal) are durable and resistant to everyday wear. PVD-coated (Polished Gold) uses physical vapour deposition for the highest level of scratch and corrosion resistance. Powder-coated (Matte White) is exceptionally durable with a smooth, even surface. Unlacquered Brass is raw, living brass with no protective coating - it develops a unique patina with age and use. For detailed care advice on each finish, see our Care Guide.

Yes. We offer individual finish samples so you can see and feel the material in your own space before committing. Samples are available from the product pages. We always recommend ordering a sample if you are choosing between finishes.

Yes. Every piece in our collection is made from solid brass throughout. We do not plate over zinc or use hollow construction. Solid brass is heavier, more durable, and develops character that improves with age.

Bespoke requests are handled through our trade programme. For one-off custom requirements, please contact us with your specifications and we will advise on what is possible.

Each piece is made to order, so production takes 3 to 4 weeks. Once dispatched, delivery typically takes 3 to 5 business days within the UK, and 5 to 10 business days for EU and international orders (including the US and Canada). Total estimated time is approximately 4 to 6 weeks from the date of purchase.

Every piece of Arlowe hardware is made to order. We do not hold mass-produced stock. Your hardware is crafted specifically for your order, finished to your chosen specification, and inspected before it leaves our workshop. This process takes time, but it ensures the quality and character of every piece.

UK delivery is free on orders over £75. We ship worldwide, including across Europe and North America, with international delivery rates calculated at checkout based on your destination.

Yes. We ship to customers across Europe (including Ireland, France, the Netherlands, and Spain), North America (US and Canada), and most other countries worldwide. International delivery rates and estimated timeframes are shown at checkout. Please note that any local customs duties or import taxes are the responsibility of the customer.

Yes. Once your order is dispatched from our workshop, you will receive an email with your tracking number. You can use this to follow your delivery through our logistics partner's tracking page.

After dispatch, your order passes through our logistics network before reaching your local delivery carrier. Please allow 3 to 5 business days for tracking to show movement. This is normal 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.

We offer a 30-day return window from the date of delivery. Items must be unused, in their original condition, and returned in their original unopened packaging. Return postage is at the customer's expense. We reserve the right to refuse returns where items show signs of use, installation, or where packaging has been opened or damaged beyond inspection. For full details, see our Delivery & Returns page.

Email us at hello@arlowehardware.com with your order number and reason for return. We will confirm your return and provide a returns address. Return postage is at the customer's expense. Once we receive the item and confirm it meets our eligibility criteria (unused, original packaging, original condition), your refund will be processed. Please note that returns may be refused if items show signs of use, installation, or if packaging has been opened or damaged.

Refunds are processed within 5 to 7 business days of receiving the returned item. 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.

Yes, exchanges are available subject to availability. Please contact us to arrange. As each piece is made to order, the standard production time of 3 to 4 weeks will apply to your replacement item.