Help & FAQs
Why do you ask me to check my card billing address?
When a payment fails a fraud rule it may be because the billing address you have entered online is incorrect. Your billing address (or registered address) should exactly match the address which appears on your card statement. If it does not then it will fail a fraud rule.
Making sure your billing address is correct is a good way to ensure that you are the genuine cardholder as often a fraudster will not know the registered address of your card. We will not accept an order if the billing address does not match exactly. This is a very important security check that we make in order to safeguard both you as the customer and us as the seller.
Sometimes you may think that your billing address is correct and do not understand why we will not accept your payment. Our system simply asks your bank for verification of your billing address and your bank matches it against their own database of customers, therefore if it comes back to us as 'No Match' then this is correct. In order to continue with your order you will need to contact your bank and ask them to confirm your registered address or look at a recent card statement which will display your correct address. Once we have the correct address your order and payment can be processed successfully.
Sometimes you may have used your card on another website or in a shop and the payment may have been authorised without a problem. This is because not all companies have the same fraud rules incorporated in their payment process. As card payment security is of paramount importance to us, we have the highest level of fraud rules in place to check all cards used on our website.
Who are Handles4Doors?
We are suppliers of top quality architectural ironmongery, including door handles, door knobs, entrance door furniture, cabinet handles, cabinet knobs, door latches, door hinges, door locks, kitchen fittings, window furniture, bathroom fittings and more from reputable suppliers such as Carlisle Brass, Excel Architectural Hardware, Hettich, Hafele, Karcher and Kirkpatrick. We supply our products via our online shop and our showroom based in Fleet in Hampshire.
We are a family company with two generations of the family running the company on a day to day basis. We have been established since 2003 and have been selling ironmongery online since 2008.
Our sister company, Acorn Ironmongery Ltd has been trading since 2002 in Farnham in Surrey as an architectural ironmongery trade outlet with showroom.
Do I have to order online?
No, not at all! Please call us if you would like to place an order over the phone. You can find all of our details on our Contact Us page. We will destroy any evidence of your credit card information using our trusty paper shredder after the order has been placed.
What payment options do you accept?
You can pay securely using all major debit or credit cards. We are unable to accept American Express or Diner's Club. You can also pay by Paypal.
Payment for your order is taken once your goods have been despatched, if you paid by card. You will receive an email informing you of this and you will also be able to track your order through our carrier service. All the prices on the site include VAT and the total cost shown on your invoice will include delivery, costs of which will vary depending on the cost of your order and where it is being delivered to.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card raises any alerts due to discrepancies with your payment then we will notify you by email.
Is your website secure?
All online purchases are carried out in a completely safe environment that uses the very latest security technology to protect all of our customers. We have 3D Secure incorporated into our checkout system, which adds another layer of security to your transaction.
Sensitive information such as your credit card details, name and contact details are encrypted to ensure your orders remain private and protected over the Internet.
We are dedicated to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you to process your order and to provide you with the best service possible. We will not contact you with emails unless you have given us your prior consent and we will always provide you with the option to opt out of future email newsletters if so desired.
How do I qualify for free delivery?
To qualify for free delivery you must spend over the current free delivery threshold which you will find on our delivery page. The order must be for delivery to an address in UK Mainland (excluding some Scottish Highlands postcodes). Click here to see our Shipping and Delivery Guidelines.
Do you deliver overseas?
Yes, we deliver globally. Click here to view our international shipping rates. If you do not see your country on this list, please call us or email [email protected] to get the shipping rate for your location. We will require your exact order requirements and quantities and your full delivery address in order to give you an accurate quotation.
What happens once I place an order?
Once an order is placed you will receive an email confirming your order and the delivery details. This email is not acceptance of your order – this only happens once your order is despatched.
We may need to refuse an order, which may result from one of the following reasons:
•The product ordered being unavailable from stock
•We cannot obtain payment authorisation from your card issuer
•Errors within the product information including price or promotion
If the item is in stock and we have received the order before 3pm, we will endeavour to despatch it on the same day. If the item is out of stock, we will contact our suppliers and despatch the item as soon as we receive it, which will be within the delivery time stated for the product on the site. Once your order has been despatched you can track it through our carrier.
When is payment taken?
We will authorise the payment for the goods when the goods are despatched to the delivery address on the order. There are sometimes exceptions to this rule-please call us for further information.
Can I add an item to my order?
Of course! Simply call us on to amend an order.
How is my order delivered?
The order will be delivered by a third party carrier.
Smaller orders may be despatched via First Class Royal Mail, which will reduce your delivery costs in some instances. Carrier deliveries must be signed for. If you miss a delivery, it can be re-arranged and this must be done between customer and carrier.
How long does delivery take?
Delivery times vary depending on the item ordered. Next day products will be delivered by the end of the next working day. Orders placed on a Saturday or Sunday for next working day delivery will be delivered on the following Tuesday. Stock products are usually despatched in approximately 2-3 working days. We recommend that before you book your carpenter, builder or joiner, you wait until the goods have been delivered. Delivery times are approximate and may be delayed due to unforeseen circumstances which are beyond our control.
Some products may take a little longer and delivery times on Special Order products will be quoted on placement of order.
Approximate delivery times are shown on every product page. Click here for complete information on Shipping and Delivery Guides.
How do I return an order or item?
We hope you are happy with the products you receive from us, but, if for any reason, you wish to return them, please follow these instructions:
Unsuitable or unwanted goods will be accepted for return within a period of 30 days from receipt of your order (excluding Special Orders - see paragraph 3 Special Orders). Return postage costs are the customers' responsibility. Goods should be returned via a tracked returns method as we can not refund goods lost in transit.
Simply re-package your goods securely with original packaging, all parts, fixings and instructions and enclose your order reference.
Goods must be returned in their original packaging with all parts, fixings, fitting instructions included. Please do not write on or tape over original bags or boxes-these should be packed into an outer box or appropriate padded envelope to ensure they are not damaged in transit.
Goods should be carefully and securely packed in the correct size packaging with individual products in protective material to avoid movement during transit which could damage products made from glass, metal, porcelain etc. Please do not package individual parts together which may cause friction and damage during transit.
We will not refund products that are received damaged or rendered unsaleable for any reason. You will be informed by email if your products are not being refunded and the reason why. Damaged goods will be disposed of immediately and will not be available for return to customers.
Please include a copy of your original order or put a note in the package with your order reference for us to identify your order easily and avoid any unnecessary delays. If you wish, please give us a reason for your return as this will provide us with valuable feedback for improving our products in the future.
I am having difficulty using the site, what should I do?
To help us solve the issue, please email us with as much of the following information as possible. If you can, please cut and paste or screen grab any error message that appears and include it in your email.
•Your Operating System (e.g. Windows XP, Mac OS 9.0)
•Internet Browser (e.g. Internet Explorer 6, Mozilla Firefox 3.5.1)
•What URL you are trying to access
•What time the problem occurred
•What the problem is?
When do I get my refund if I've cancelled an order?
As soon as we receive your notice of cancellation we will start processing a refund through our payment provider.
You can provide your notice of cancellation up to 7 days after the receipt of delivery and within a maximum of 30 days. You can cancel by phone, email or in writing.
The customer will be responsible for the cost of returning the item to us. You must ensure that the goods are packaged adequately to protect against damage.
I have been charged an additional charge on delivery, why is this?
This may be because your delivery address is outside of mainland UK, because it is an international delivery or you are in an extended area postcode. We advise calling customer services who will be able to tell you exactly what you have been charged and why.
Can I view my past purchases?
Yes. If you have set up an account with us you can view all of your previous orders by logging in to your account.
What if I forget my password?
We can email you a password reminder. Please contact us if you have forgotten your password.
Can I update my contact details or mailing preferences?
Yes. Simply log in to your account and update your contact details.