FAQs

Simply get in touch with us on sales@willowandstone.co.uk with your order number and we will send you a PDF of your VAT invoice. No order number to hand? Just let us know as many order details as possible so we can identify your invoice.

Please contact us at the earliest opportunity to cancel or amend your order, this will ensure we catch it in time before we dispatch it to you. If you would like to cancel an order that has already been dispatched, you may need to wait until the order has been delivered and return it for a refund. Kindly note that cancelling any bespoke/special orders already in production may be subject to a fee or a percentage of the order.

Discounts must be applied at the time of ordering.

In the event of any order issues, please contact us on 01326 311388 / sales@willowandstone.co.uk and we will resolve this for you promptly.

Absolutely! To arrange collection please contact us prior to making your order and we can set the order up for you for collection.

Please check your junk box as codes can occasionally end up in here! Failing this, please get in touch with us and we’ll be able to help.

We're not wholesale, though we do offer a 10% trade discount year-round, with no minimum order value, and all prices shown on the website do include VAT. To set up a trade account with us, simply get in touch via email or telephone and we will send you a form to complete.

Unfortunately we are unable to offer free samples however you are welcome to order any items as samples and return them to us in their original condition for a refund.

This is product dependent - please kindly get in touch with the particular item you require specs for and we will either be able to provide a spec sheet or any specific measurements you need.

We use DPD and Royal Mail tracked services to send out your orders.

Our couriers will provide tracking information once they have collected your order from us, from here you have the option to select alternative delivery options such as leaving the parcel in a safe place, delivery to a pick up shop or delivering on a different day.

We typically ship once all items are in stock, however if you would like the in stock items sent ahead please let us know and we can arrange this for you.

You are welcome to return any unused/unfitted items you wish for a refund, as long as we receive them back in perfect condition (unless any imperfections have been previously discussed). If you would like to exchange your order for a different item, please return your original order for a refund and place a new order via our website. Please find further information on our Returns Page.

Much of our packaging material is recycled from our deliveries and we favour eco-friendly materials such as corrugated cardboard and paper tape however we understand the need for the odd bit of bubble wrap for more fragile items.

The item is currently being made in our supplier’s foundry - it is therefore not available immediately but we will update you on any lead times once your order has been placed, or you can get in touch to request lead times ahead of placing an order. Find out more about our Made to Order Ironmongery here.

A rim lock or latch is a traditional style lock designed to sit on the surface of an internal door (e.g. a bedroom door). With mortice locks and latches the lock/latch is set within the body of the door as opposed to being surface mounted. These require a pocket to be cut into the door (usually wooden) where the lock/latch will sit. For more information, please read our blog post 'Rim or Mortice'.

Our door knobs are unsprung and will require a heavily sprung/heavy duty mortice latch. Some lever handles are sprung - please check the product description.

If you only need to open and close a door, a latch is what you need, however if you are wanting to use a key you will need a lock. If you are using a thumbturn (e.g. in a bathroom) you will require a deadbolt to lock the door when using the thumbturn.

Please get in touch with our sales team to help you determine which locks/latches you may require.

All our brass finishes are unlacquered except Burnished Brass. The Dark Bronze and Aged Bronze finishes also have a protective matt lacquer.

As the type of screws/fixings required will vary project to project we are unable to provide screws to suit all purposes so where stated, these items are sold without screws.

Currently, only the Door Viewers are fire-rated.

Some of our products are suitable for UPVC/composite doors, please see the product details or get in touch.

Our suppliers don’t offer a warranty as such, however we have used and trusted them for many years and if issues ever arise they are extremely helpful at resolving/rectifying.

Currently only select items come with fitting instructions, please get in touch if you need additional assistance fitting any items.

Yes! Please see our read our letterplate guide here.

If you are still stuck, please get in touch - we will need the measurements (in mm) of the height and length of your aperture (hole in the door) and the distance between your existing bolt holes.

As we use a few different suppliers, the place of manufacture can differ. Many of our items are made here in the UK and will have a ‘UK Made’ badge on the product pages. Some of our brassware is made in India and some in Botswana - feel free to get in touch to ask!

We believe in investing in quality pieces that will stand the test of time. It is impossible to provide a set timeline for natural metals due to all of the external factors that can accelerate deterioration (for example, salt in the air on a coastal property). However, with proper use and a little looking after, our ironmongery should last for many, many years to come.

Polished Brass is our most timeless and best-selling finish. Its adaptability suits both traditional and contemporary homes alike. As the brass is unlacquered it will naturally age, dull and patina over time to give an authentic antiqued look. It can also be polished if you prefer a brighter sleeker look.

For any living finish, it is in the nature of the material for there to be natural variations in the finish. Polished Brass and Polished Nickel can easily be brought back to the same ‘starting tone’ with a little Brasso/Silvo and a soft cloth. We recommend ordering items in the below finishes in the same batch to ensure finish consistency:

Aged Brass

Distressed Antique Brass

Light Antique Brass

Satin Nickel

Our cream ceramic door knobs, cabinet knobs and bathroom thumbturns can also vary in tone batch to batch, so we will always try to match these for you, or contact you if we need to order in more stock to ensure they match.

Lacquered finishes tend to be consistent batch to batch as the lacquer protects them from any atmospheric conditions when in storage.

Most products come with care guides but we also have made our own guides, please visit our How-To Guides.

Our suppliers are sometimes able to provide custom sizes or alternative finishes - for any specific requests please get in touch and we can explore options with you.

Ironmongery Showroom

Unit 4 The Wave, Tregoniggie Industrial Estate, Falmouth, TR11 4SN

Lifestyle Store

18 Arwenack Street, Falmouth, TR11 3JD