Please use the links below to help you with any questions you might have with the shopping procedure
Questions about TBKS Architectural Ironmongery Ltd
Do you have a shop?
Established in 1981, TBKS operates from a modern warehouse situated on the outskirts of the City of Bath only twenty minutes from junction 18 on the M4. We have ample free parking and a show room that puts our complete range on view for you to handle the products in a relaxed and informal environment. Our trade counter provides prices and technical information and you can use our lock shop service to get keys cut and have locks suited to your needs.
Do you have a catalogue?
The TBKS 90-page Trade Catalogue covers our complete range of door and window hardware. This also includes security products, panic gear, door closers, hinges, and our commercial ironmongery range. Our catalogue is ideal for architects, builders and other specifiers. It contains over a 1000 illustrations and a wealth of technical information that you can present to your client enabling them to easily choose the style and design of hardware required.
Our trade catalogue is FREE to individuals and companies working within the construction and building industry. For your copy please register and fill in our on line request form.
Do you open trade credit accounts?
TBKS do run 30 day credit accounts for established, commercial firms. The opening of a trading account is subject to our terms and credit checks and will only be offered to firms spending more than £500 per month. UK mainland company's only.
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Questions about Payment and Ordering
I'm new, how do I order?
Making an online order with us could not be easer. Simply select the products that you want then add the quantities needed to your basket. You will then see the total cost displayed including VAT and will be able to change or amend your basket as you proceed. When you have completed your selection and are happy with your choice, click the checkout button. At this point you will be asked to register with us and provide your name and address details. After you have confirmed your details you will be asked to pay now, this will lead you to PROTX our secure payment provider who will take your payment and issue their confirmation.
Is it safe to order online?
We take online security very seriously. We use www.protx.com who provide secure online credit card and debit card payment solutions for thousands of online and mail order businesses across the UK.
What cards do you accept?
We accept all major credit and debit cards including: Visa, Visa Delta, Visa Electron, MasterCard, Switch, Maestro, Solo and American Express.
What currency do you accept?
We accept UK pound Sterling (GBP)
(You can also see our products priced in US Dollars USD and Euros EUR)
How do I change currency?
To change currencies simply click the button of currency you would like to view the site in, this can be found on the shopping basket.
Can I place an order over the telephone?
Yes you can, call us in office hours and we will be happy to take your order and talk you through any queries you may have. You can also visit our show room in Bath where we can serve you in person.
Can I pay by any other method?
If you place an order over the telephone or come into our showroom we will accept Cheques, Credit/debit cards, and will even take payment in cash. For security reasons we ask that you do not send credit card details by e-mail.
When will I be charged?
When you place your order online you will be directed to www.protx.com where you will be asked for your credit/debit card details.(For security, TBKS will never see your card details). Protex will then pre authorise your card and inform TBKS that funds are available.
When we have checked your order for compatibility and availability we will contact you by e-mail or telephone letting you know the delivery time and then take full payment.
I just want a quote?
Please call our sales staff who will be happy to supply a written quote
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Questions about Delivery and Destinations
How much will post and packing cost?
See our delivery tariffs
Are the goods insured in transit?
Yes we insure all our consignments against loss and damage and will refund or replace the consignment. This applies to all areas including UK mainland and overseas.
Please note that delivered packages need to be carefully checked for damage or tampering before signing the delivery note. We cannot accept responsibility and will not be able to make a claim against our couriers if you have signed for the goods as delivered in good order. In the unlikely event that the package is damaged, mark the delivery note with “damaged package”
Can I pick up my order from your warehouse?
Visit our warehouse in Bath in normal working hours and collect your order. Please call first to confirm that your order is ready to be picked up.
Which courier company do you use?
UK mainland deliveries, we use ANC Express couriers.
Over seas air deliveries we use, FedEx Express, USP and Royal Mail International.
Sea freight we use, Kestrel Liner Agencies Ltd.
Do you deliver on Saturdays?
Our couriers will deliver on Saturdays but charge a premium for doing so. Please contact us for our current tariffs.
Can you leave the delivery at an agreed hiding place?
Yes. Please leave specific instructions with us and they will be passed onto our courier. However because this task falls outside our immediate jurisdiction we cannot guarantee that your instructions will be followed, and we cannot insure the consignment.
Can someone else sign for my delivery?
Somebody else can sign for your consignment however we do prefer that the consignee sign for there own delivery.
Do deliver to my country?
We deliver to most major countries in, North and South America, Canada, West Indies, Europe and the Far East.
Do I have to pay import duties?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
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Availability of Stocked and specially ordered Products - Lead Times
What is a stocked product?
TBKS holds over 1500 carefully selected product lines on the shelf ready for immediate despatch. When a product is shown as a “Stocked product” this means that we will either have available stocks as indicated or that we will have these items on back order, with a estimated lead time of less than 1 week.
What is a specially ordered product?
Because there are so many different finishes, types and styles of product available, we are unable to keep stocks of every product listed. These are “specially ordered products” that we can easily get in for you as a special order.
What is the lead-time for a specially ordered product?
The lead-time for “specially ordered products” will vary from any thing between,
1 week and up to 4 weeks as indicated on the product listing. However there are products that will take even longer such as the hand made glass door knobs or the bespoke wooden door knobs. When you place an order with us we will call our supplier to get a firm lead-time and confirm this with you.
We give lead times in good faith but due to manufacturing processes lead times can on rare occasions be extended in which case we will keep you up to date and informed.
Why do some products take so long to get?
Many of our specially ordered products such as fittings from Samuel Heath or Carlisle Brass are available in less than 1 week. However products such as the bronze items from Frank Allart are specially made to order and take up to 4 weeks to make. Likewise when we order in products such as the designer lever handles from Olivari in Italy will need lead times up to 3 weeks. If you need your order delivered before a certain date, it is recommended that you contact our staff to be sure that we are able to service your request.
I need a product quickly can you get it?
It is worth giving us a call. If you see a product listed that is not in stock we may be able to find an alternative product that can be delivered quickly. Likewise we are also able, at extra cost, to send goods for AM or Saturday delivery.
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Questions about Returns and Refunds
I need to return an item?
For what ever reason, if you need to return a product, please contact our sales staff quoting your name, the invoice number, product code and reason for wanting to make return. We will then give you a returns number and answer any questions.
How do I return a product?
Goods should be returned within 28 days of purchase, must be in their original packaging, unused and in a re-saleable condition. Please note that any items damaged or scratched whilst in transit to us will be deemed unsaleable. Do ensure that you obtain proof of posting the goods to us and that you have included a copy of the original invoice with your full contact details and returns note number.
Do your refund stocked products?
We offer a no quibble full refund policy on all our stocked products.
Do your refund specially ordered products?
Refunding specially ordered products is at our discretion. Our
standard returns policy is that any specially ordered product will have
a 25% re-handling charge levied. TBKS makes this charge because we will
have to return the goods back to our supplier who in turn make a
re-handling charge to cover their costs. We would recommend that if you
are at all unsure about your selection you speak to our sales staff who
will be able to advise and help ensure that we get your order correct
first time.
What items can I return?
You may return any product that we list on our web site with the exception of the hand made glass and wooden doorknobs, unlacquered fittings the grille and any product that is specially modified at your request. If unsure please ask.
Will you refund the cost of carriage?
No we do not refund the cost of the carriage and will require you to pay the cost of returning the goods back to us. This does not apply if the goods are faulty or damaged in which case we will refund the full cost of carriage.
Can you confirm you've received my returned item?
Yes we can keep you informed, please make the request on your returns letter.
How long will it take for you to refund me?
As soon as we have received the returns package at our warehouse and have checked that the products are of re-saleable quality we will make the refund. The refund will be made to the same credit/debit card that the order was placed. Normally this will happen within 5 days.
My product is faulty or damaged?
We make every effort to quality check your order before it is despatched but in the unlikely event that there is something wrong with your order we will either replace the goods at no cost to you or make a full refund including the cost of carriage and your costs of posting the goods back to us. Please call our sales staff for a returns number.
When will I receive my replacement?
We will make the replacement as quickly as possible. However because each product has different lead-times we can only let you know how long this will be when you call for a returns number and we have received the goods back at our warehouse.
Part of my order is missing?
Before your order is despatched we count and check the products to ensure that the correct quantities are packed, the paperwork is then stamped and signed by the packer. This minimises the risk of mistakes, but in the unlikely event that we do send you the wrong product or that there are parts missing we will of course put this right. In order that we can assess a claim for shortages accurately we must be notified
within 14 days of delivery
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Questions about Products
Do you supply samples?
Yes we do supply samples. Samples will be charged at our normal selling price and will be refunded in full on return providing that they are in re-saleable condition. Specially ordered product samples are not refundable.
We do however have free samples swatches (metal disks) of different finishes available at no cost.
Where can I get more information about a product?
If you need further details on any of our products you can:
- Use the Experts knowledge base.
- Request a copy of our catalogue or specific supplier literature.
- Call and speak to one of our sales staff.
I saw this product cheaper elsewhere can you match the price?
We make every attempt to be as competitive as we can and if you find a 'like for like' product else where on the Internet at a lower price we will do our very best to match the price for you. Please note that many quality British made products have been copied and are being made abroad at a cheaper cost. These products are not the same and will be of an inferior quality.
When I choose a size on the website, the finish I want disappears?
Some finishes are not available in all sizes. The website knows this and, if you choose a size will only give you the option of choosing the finishes in that size. Alternatively, if you choose a finish, it will only display the sizes which have that finish. To get more options back, you can click the 'Reset Current Options' button. If still in doubt please call our sales staff.
You do not show a product in the finish I want, can you still get it?
In most cases we list all the finishes available for each product. However there are sometimes alternatives that are available such as using a Satin Chrome finish in place of Stainless Steel or using Imitation Bronze in place of real Bronze. If still in doubt please call our sales staff.
How does the measurement converter work?
The measurement converter simply takes the numerical size shown in millimetres on the basic description and converts it to inches.
Coat Hook 150mm
will change to
Coat Hook 6.0 inches
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Questions about Your Order and Account
Can I change my order?
Stocked product orders can be changed at any time.
Specially ordered products on a 4-week lead-time can only be changed if our suppliers have not started to make the product.
Specially ordered products on a short 1-week lead-time can only be changed if we have not had delivery of the product.
Can I cancel my order?
Stocked product orders can be cancelled at any time.
Specially ordered products on a 4-week lead-time can only be cancelled if our suppliers have not started to make the product.
Specially ordered products on a short 1-week lead-time can only be cancelled if we have not had delivery of the product.
Can you send my order out in two deliveries?
We endeavour to complete each order with one delivery and for obvious reasons prefer to do this. However we will split orders if some of the products are required urgently. Please note that if your order is under £150 you will be charged carriage for each consignement. If the consignement value is over £150 you will receive one of your consignements free of a carriage charge.
My order does not show my discount?
Trade discounts are agreed by management and are based on order value and frequency of use. When the discount amount is agreed, we will manually enter it into your on-line account, prices shown will then be less your discount. If you have had a trade discount agreed and cannot see this on your order value please contact our staff.
Where is my order?
If TBKS has sent you a communication saying that your order has been dispatched but you have not yet received the goods please contact our sales staff who will call our carrier and let you know when to expect delivery.
If you have been given a lead-time date that has passed and have not had communication from us saying that your order has been despatched, there may have been a delay in the manufacturing in which case we will contact our supplier and ascertain when we expect delivery. Please contact our staff for advise.
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Questions about Ask the Experts
I can't find the answer I am looking for?
The Ask the Experts knowledge base is an ongoing project and will build on your questions and our answers over time. If you have a question that has not had an answer posted into the database please use the facility and send our in house experts your question, they will be delighted to help. Please note that we are only experts on all things related to architectural ironmongery, door and window fittings, locks and security, including the fitting, maintenance and history of. We are unable to answer general questions on building and DIY ect.
Can I print the information?
Please feel free to use your browser facility to print information as needed.
You have not replied to my question?
In most cases we will attempt to answer your question with in 24 hours, however we do not work on the weekends. As soon as our designated expert has researched your question we will e-mail you the answer and post it on to our web site.
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