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: websales@hiatt-hardware.com.

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.

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 websales@hiatt-hardware.com 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. 

Hiatt Hardware Rewards

How does the rewards scheme work?

There are three discount tiers. Each one is linked to how much you spend. The tiers have a spend threshold that once passed entitles you to a percentage discount across the board, for one year on a rolling basis.

You will qualify for a 5% discount after £1000 spend. That’s tier one. Tier two spend goes up, but so does the saving. The tier two threshold is £5000, with the discount rising to 10%. Finally, tier three offers 20% discount for those who hit £15,000.

How do I become eligible for rewards?

The only requirement to be part of the rewards scheme is to create an account when you make a purchase (instead of using the guest checkout) on the Hiatt Hardware website. When your spending hits a threshold, the appropriate discount will automatically apply on future purchases.

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 websales@hiatt-hardware.com 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.