Terms and Conditions

1. About These Terms

These terms and conditions govern your use of the website arlowehardware.com and any purchase you make from us. By placing an order, you agree to be bound by these terms.

We are Arlowe Hardware Ltd., a company registered in England and Wales under company number 17052700. Our registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. You can contact us at hello@arlowehardware.co.uk.

These terms were last updated on 4 March 2025.

2. Products and Pricing

All products listed on our website are solid brass hardware, made to order in our workshop. Product images are representative and may vary slightly due to the nature of handcrafted brass and natural material finishes.

All prices are shown in pounds sterling (GBP) inclusive of VAT at the applicable rate. Prices in other currencies are converted at the prevailing exchange rate and are shown for convenience. The final charge will be processed in your selected currency via Stripe.

We take reasonable care to ensure pricing is accurate. If we discover an error in the price of a product you have ordered, we will contact you to inform you of the error and give you the option to continue with the order at the correct price or cancel for a full refund.

3. Orders

When you place an order, you are making an offer to purchase. We will send you an order confirmation by email, but this does not constitute acceptance. Your order is accepted when we begin production and send you a dispatch confirmation.

We reserve the right to refuse or cancel any order for any reason, including but not limited to product availability, errors in product or pricing information, or suspected fraudulent activity. If we cancel your order after payment has been taken, we will issue a full refund.

4. Payment

Payment is processed securely by Stripe. We accept all major credit and debit cards, Apple Pay, and Google Pay. Full payment is taken at the time of ordering.

We do not store your card details. All payment data is handled directly by Stripe in accordance with PCI DSS standards. For more information, see Stripe’s Privacy Policy.

5. Made to Order and Lead Times

All pieces are made to order. Standard production time is 3 to 4 weeks from the date of order. Estimated delivery dates are shown on each product page at the time of purchase.

If there is an unexpected delay to your order, we will notify you by email and provide a revised estimate. You may cancel for a full refund if the revised delivery date is not acceptable to you.

6. Delivery

We offer the following delivery services:

United Kingdom – Royal Mail Tracked. Free on orders over £75. Estimated 2 to 3 working days from dispatch.
European Union – DPD International. Estimated 3 to 5 working days from dispatch.
Rest of World – Delivered Duty Paid (DDP) where available, meaning customs and import duties are included in the price.

Delivery estimates begin from the date of dispatch, not from the date of order. Shipping costs for orders under the free delivery threshold are calculated at checkout.

Risk of loss and damage passes to you upon delivery. If your order arrives damaged, please contact us within 48 hours at hello@arlowehardware.co.uk with photographs of the damage.

7. Returns and Refunds

We offer a 30-day return window from the date of delivery, subject to the following conditions:

Items must be unused, in their original sealed packaging, and in the same condition as received.
Packaging must not have been opened or tampered with. Our handles are supplied in sealed pouches – if the seal has been broken, the item cannot be returned.
Return postage is at the customer’s expense. We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit.
Sample orders are non-returnable.

To initiate a return, email us at hello@arlowehardware.co.uk with your order number and reason for return. We will provide our return address and any further instructions.

Once we receive and inspect the returned item, we will process your refund to the original payment method within 5 to 10 working days.

Faulty or damaged items: If your item arrives faulty or damaged, we will cover the return postage and offer a full refund or replacement. Please contact us within 48 hours of delivery with photographs.

For full details, see our Returns Policy.

8. Your Legal Rights

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Goods must be as described, fit for purpose, and of satisfactory quality. If your goods are faulty, you are entitled to a repair, replacement, or refund as appropriate.

9. Intellectual Property

All content on this website – including but not limited to text, images, product photography, logos, and design – is the property of Arlowe Hardware Ltd. and is protected by copyright and intellectual property laws. You may not reproduce, distribute, or use any content without our prior written consent.

10. Limitation of Liability

To the fullest extent permitted by law, Arlowe Hardware Ltd. shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of our website or products.

Our total liability to you for any claim arising from or related to a purchase shall not exceed the amount you paid for the relevant product.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

11. Trade Accounts

Trade account terms are agreed separately. If you hold a trade account, any specific terms agreed between us will take precedence over these general terms where they conflict. Trade pricing and terms are confidential and may not be shared with third parties.

12. Changes to These Terms

We may update these terms from time to time. The updated version will be posted on this page with a revised date. Continued use of our website after changes constitutes acceptance of the new terms. Changes will not affect orders already placed.

13. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer, you may also bring proceedings in the courts of the country where you live.