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Frequently Asked Questions


About Hiatt Hardware

Can all customer types order from your website?

Anyone can shop with us! We accept orders from General Public and Trade Customers.

Where are you based?

Our trading address is:

Hiatt Hardware (UK) Ltd,

106 Elkington Street,

Birmingham,

England,

United Kingdom

B6 4SL

How long have you been trading?

Hiatt Hardware has been successfully established since 2009.

Do you have a store?

No, we currently offer our products online only. 

How do I contact you?

Email: [email protected]

Telephone: 0800 0590 950.

Alternatively, you can contact us here.

What are your opening hours?

Monday-Friday 9:00am-5:00pm.

We are closed over the weekend, public holidays and Christmas period.


Account Queries

Guest checkout

If you have checked out as a guest, we will not create an account for you. 

Existing account

If you have created an account at the checkout and wish to view your order details, sign in using the email and password you made.

I forgot my password, what do I do?

If you have forgotten your password, please click reset your password. Then, enter the email address you are registered with.

You will then receive an email with a link for a new password.

How do I change my saved address?

To change your saved address, please log in to your account and select "edit address" on the main account screen.

You will find this link underneath your Default Billing Address and your Default Delivery Address.

Can I use a different delivery address to my billing address?

Absolutely. You can choose a completely different address for your delivery address.

You can add your alternative address at the checkout.


Delivery

Which carrier do you use?

We use DPD to deliver your order to ensure a safe and secure tracked delivery.

One of the UK's top carrier services, DPD is a reputable, award-winning carrier service, delivering to addresses across the country.

What delivery services do you offer?

We offer next working day delivery, pre 10:30 am, pre 12 pm and Saturday delivery for the UK mainland.

For further details, please see our Delivery & Dispatch Information page.

What does the delivery cost?

Delivery cost is £4.98, and we offer an automatic free delivery on orders over £65.00 *please note, this is subject to change.

It will be displayed clearly on our delivery information page.

How do I track my order?

You will receive a dispatch confirmation email with a DPD tracking number. You can track your order on DPD's website.

Alternatively, you can track your order on our website using our order tracking form.

I have a problem with my delivery. What can I do?

To check the status of your delivery, please first check your order tracking through the DPD website.

If the problem continues, please call us on 0800 0590 950 or email us at [email protected]

Alternatively, you can fill out the form on our contact us page, and a member of our team will get back to you as soon as possible. 

Can I collect my order from you?

Unfortunately, we do not offer collection. However, we do offer a DPD Click & Collect service so that you can collect from your local DPD pick-up shop at your convenience.

When you receive your dispatch email, please log in to the DPD website to select your local DPD pick-up shop. 

What if I miss my delivery?

Not to worry. Our delivery partner will leave a card and contact number.

You can either collect your order or re-arrange delivery through their website & customer services.

When will I receive my order over a public holiday?

Orders placed over a public holiday period are processed and dispatched on the following working days.

We aim to dispatch orders within 24 hours of re-opening after a public holiday period, but please call us if you require your order urgently, and we'll do our very best to help.


Order Queries

Can I cancel or amend my order?

The picking and packing process in our warehouse happens very quickly, so we cannot amend any orders once they have been placed. However, we may be able to cancel your order if the order has not been dispatched from our premises.

Please contact us immediately on 0800 0590 950, and we will confirm if this is possible. If this is not possible, you will need to arrange a return once you have received your order for a refund. 

Can you send me a free sample?

We do not offer free samples. However, you can order as low as one unit from our website.

For larger orders/ projects, we may be able to arrange the delivery of a sample. Please contact the order sales support team on [email protected] to find out more.

I haven't received my order confirmation. What do I do?

If your order is successful, you will receive an order confirmation email. Sometimes you can find the order confirmation in your Junk folder.

If you have not received an email confirmation from us, please call us on 0800 0590 950, and we can check for you. 

My order is missing an item.

Please contact us immediately, and we will raise an investigation with our warehouse and delivery partner.

Can I place my order over the telephone?

Whilst we can offer technical support over the phone, our website is the securest way to place an order.

We offer PayPal checkout or Credit Card & Debit Card payments via Opayo secure checkout for trusted payment options.


Product Queries

The item I want is not in stock

We restock our items frequently. However, if the item you need is out of stock, you can enter your email on the product page to receive an email once it is back in stock.

Alternatively, you can contact us, and we will check the estimated restock date for you. 

I'm looking for a product that I can't find on your website

Not all of our products are listed on our website, so if there is an item you are searching for, please contact us, and we will do our best to help you. 


Payments

What payment methods can I use?

We offer various payment methods, including PayPal, Opayo, Visa, Mastercard, Maestro, Diners Club, JCB and UnionPay International.

For further information, please visit our Payment Policy page

Do you accept PayPal?

We accept PayPal on both desktop and mobile. If you have a balance in your PayPal account, that balance will automatically be used before your backup payment method (which you'll' select at the time of purchase).

How do I use a discount code?

If you have a discount code, please ensure this is entered in the correct box at the checkout page before completing your order, as we cannot arrange any refunds once the order has been placed.

If you have any problems, please don't hesitate to contact us. 

I have a problem paying!

Please give us a call immediately and take note of any error messages shown on the screen. 


Returns & Exchanges

What is your returns policy?

We offer an easy, hassle-free 14 day returns policy from the date your order is delivered.

For further information, you can visit our Payment Policy page

How do I return my order?

To arrange your return, please email [email protected] with your order number and reason for return.

You will receive a returns confirmation once we have approved your return.

Then please package your order carefully and send your items to:

Hiatt Hardware, Returns Department
Hiatt Hardware UK Ltd.
106 Elkington Street
Aston
Birmingham
B6 4SL

Please note that the cost of the return is your responsibility. 

Can I exchange my order?

Please note that we do not offer the exchange of products.

You will need to return the unwanted order for a refund and place a new order via our website for your new requirement.

One of my items is faulty, what do I do?

Please contact us via email with your order details and a photo of the product, and we will review the situation to offer you the best resolution. 


Refunds

How will I receive my refund?

Your refund is processed back onto the payment method you initially used.

How long will my refund take?

Please allow up to 14 calendar days for your refund to become available in your account.

We advise you to keep hold of your proof of return until you receive your refund.

I haven't received my refund, what do I do?

If it has passed 14 working days since your refund was processed, please contact us immediately via telephone or email, and we will investigate this for you.


Have a query that isn't covered here?

Please contact us, and our friendly team will be more than happy to help. 

 

To view our full Terms & Conditions, please click here