Frequently Asked Questions
Ordering, delivery, returns and our products, answered.
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Ordering and accounts
Can I buy direct from Frelan?
We sell to the trade only, through distributors, architectural ironmongers, builders merchants, timber merchants and DIY stores. Buying for your home? Find your nearest retailer on our How to Buy page.
How do I open a trade account?
Apply on our Register New page. We review every application and will be in touch.
I already have an account. How do I order online?
Request web access on our Register Current page. We set up a login linked to your account, so you see your own prices and stock, order online and pay on account.
Can I get a quote for a project?
Yes. Add the products to a Quote Request and our sales team will come back to you.
Delivery
How much is delivery?
Your delivery charge is worked out at checkout from your delivery address and the value of your order. Any carriage-paid terms agreed on your account are applied automatically.
Delivery charges (ex VAT)
DPD next working dayMainland UK
£9.50 · free over £150
Two-day deliveryHighlands and islands, Isle of Wight, Isles of Scilly, Isle of Man and the Channel Islands
£40 · free over £500
Northern IrelandBT postcodes
£40 · free over £650
Republic of Ireland
£55 · free over £650
CollectionFrom our Mitcham warehouse
FreeWhen will my order arrive?
DPD next working day covers mainland UK; the Highlands and islands, Isle of Wight, Isles of Scilly, Isle of Man and the Channel Islands take two days. Delivery times are estimates, see our Delivery Information.
What if part of my order is out of stock?
In-stock items are sent straight away and back orders follow as soon as they arrive. Each product page shows its stock and expected restock date.
Can I collect my order?
Yes, free. Choose “Collection from Frelan” at checkout and collect from Frelan Hardware Limited, Unit 10, Mitcham Industrial Estate, Streatham Road, Mitcham, Surrey CR4 2AP.
Do you deliver outside the UK and Ireland?
Not through the website. Please contact our sales team on 020 8648 1500 or sales@frelan.co.uk.
Returns
Can I return something?
Yes, with our agreement first. Returns need an official Frelan returns note listing every item, must be in their original packaging and resaleable, and must be within 6 months of the invoice date. Goods ordered in error or surplus to requirements carry a 25% restocking charge. Full details are in our Returns Policy.
How do I arrange a return?
Contact our sales team on 020 8648 1500 or sales@frelan.co.uk before sending anything back. We collect from the buyer’s address only; collections from site need to be arranged by you.
Products and finishes
Can I see a finish before I order?
Yes. Finish samples are in our Finishes and Samples collection.
What do the finish codes mean?
Every finish code is explained on our Key to Finish page.
How do I look after my hardware?
See our Care Instructions for each finish.
Technical and fitting
Where can I find fitting instructions?
On each product page under Downloads, and on our Fitting Instructions page.
Where can I find fire ratings and certificates?
Each product page lists its fire rating and standards, and its certificates and declarations of performance are under Downloads.
Can you make something bespoke?
Yes. Tell us about your project through our Bespoke Design Service.
