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Customer Service

some helpful answers

General FAQ

9am – 5.30pm –  MON – FRI

10am – 4.00pm –   SATURDAY


Unfortunately, not at this moment, our only showroom is in Chelsea, 

 However, we have a very good website presence.

We have been in this business since 1982. We are also known as A Touch of Brass.

Just one. Our website is

Yes, we are on Instagram, Facebook and Twitter.

We do not cut keys, however if you have security locks and keys supplied by us, then we are able to order your additional keys. If they are registered through us, we would require proof of ID. Ask staff for more details. 

Our products are usually from most part of the globe. Our highest standards products are generally made/manufactured in the UK and Spain as we work with our unique productions company.

Most other products are from Italy, Portugal, Turkey, China, Thailand, India, and many other countries. We fairly intend to supply good quality products and mid to high end products.

Yes, we have worked and supplied number of projects throughout UAE, USA, Saudi Arabia, North Africa, Malaysia, India and thoughout many European countries.

We cover all aspects of delivery and consultancy overseas with a healthy export market. Our projects include working in several countries but namely in the Middle East, Africa and Europe. 

Bill Benham (company founder) has over 40 years of experience in the ironmongery trade alongside close colleague Jim Haselup. Combined with Saleem Qureshi who has over 20 years of experience the team has an unrivalled industry knowledge.

We are able to provide detailed visual mock-ups that will help visualise how products will appear.

Our sales assistants will offer excellent advice and solutions for every project. We provide services internationally as we work very closely with developers, designers and property owners.

Check out our website and Instagram for more details.

Payments, Discounts & Shipping

We accept all major credit and debit card. We do offer our bank details which payment can be transferred. We would strongly advise to make phone order payments via bank transfer.

Unfortunately, not everything, as there are over 50,000 items available in this field, we are unable to list due to huge selections and variations of products. We have listed some of our unique and poplar products.

Yes, if you provide us the details such as product codes and the list, we be happy to take your order over the phone. If the items shown on our website, you can purchase through the site.

We are generally reasonable with our prices, however if we were to price match a project quote, we’d be happy to discuss and aim to beat any competitor.

For a small quantity, give us a call and we would see if we are able to.

All price shown on display in the shop and all prices we quote over the phone exclude VAT.

Due to working with majority trades people, they all prefer the nett cost before tax.

Tax is added on point of sale.  

The website shows prices inclusive of VAT, however, the cost nett is also shown in the shopping cart so the VAT element is clearly identified.


Yes, we charge for samples. If you choose to return, we are happy to offer you a full refund as long the product is in good re-sellable condition.

Yes, you will need to provide us proof of Trade. Email, Website and business card.

Generally, we do not offer credit account, however we can review after 6 months should you require a credit account. We will do credit checks and referencing.

Yes, we have a broad customer overseas and we ship sales orders all over the world. We use multiple courier services and source out the best rate available. 

We currently using FedEx UK at the moment, but anytime we can switch providers depending on the rates and service provided.

Warranty, returns & refunds

Our products are supplied with Manufacturers Guarantee/warranty.  

Most covers for mechanical or moving part. Some are covered from a month or up to 1 year. Very few suppliers provide up to 10 years warranty. 

Product finishes are not supplied with guarantee/warranty. There are no Guarantee on products which are re-finished whether they are new or renovated.

28 days, proof of purchase must be provided. We are quite flexible within reason.

Please refer to our Terms and Condition,

Goods must be in original packaging and in perfect re-sellable condition.

If we sent goods for plating and the part got dissolved, who is responsible?

Unfortunately, we would advise you first before accepting your goods. We do not take responsibility for products being dissolved during the finishing process. Items with plastic, rubber or thin metal have to be removed before sending to finishers. 

If you order items and then decide to cancel them, will you get your full refund?

If the item is a stock item and your cancellation is within 28 days, we would be able to refund you in full. If the item was ordered in specially, then a small handling charge will apply. Unfortunately, we cannot refund and bespoke, special, and any refinishing orders.

For Electrical switches and sockets there are handling charges as they are assembled to order and that is not within our control. 

samples, leadtimes, refurb & Repair

Yes, if the sample is available.

We charge for samples. If you choose to return, we are happy to offer you a full refund as long the product is in good re-sellable condition.

We do keep many items in stock, however there are many finishes available which means either we can order for next day or it may be a special which can take approximately 2 to 3 weeks.

Some products are made to order and lead times will apply; we will advise you during the point of sale when we are taking your order.

Yes, we do all kinds of finishes. We can also match a finish you desire!

Contact showroom for further details.

7-10 working days normally but it can vary. Powder-coating are around 12-20 working days.

Lead times are due to either production speed, or shipment from overseas.

Our average bespoke products usually take 4-6 weeks depending on the product type and quantity. If any products are longer than quoted, we would inform you. We would generally provide an estimated lead time once the order is confirmed.

Yes, depending on the type of repair. If a product is repairable, we will endeavour to repair provided if the parts are available. If we are unable to repair or decide it may not be cost effective, we would offer you the same, similar or alternative products.

We only buy new products from Wholesalers, Manufacturers and ironmongery distributors. Any used unwanted ironmongery is sent to recycling centres.

site visits, bespoke & fitting

Yes, if within 5 miles radius of our showroom or if further please call us to discuss further details.

Most likely we are able to make the product. Depends on the volume and design we will need to check with productions and happy to provide you a quote.

Yes, we do supply Electrical Switch sockets from Marcus Electricals, Focus SB and Forbes & Lomax. We also supply Bathroom Accessories, Home Safes and Pendant Lights From The Anvil.

Yes, we can work off the floor plans.

We do not offer fitting services. On rare occasions for some of our regular clients we able to change lock cylinders if it’s a straight swap, otherwise we would provide a fitter’s details. Any referred/recommended fitters provided from us such as, carpenters, locksmiths etc are not associated or linked with our firm.

For Home Safe installations, we do offer Supply and bolt-down services which are provided through our safe manufacturer.

Yes, you can collect or we can deliver whenever you are ready, we would store your order in our storage room.