Help & FAQs

Frequently Asked Questions

At JCP Hardware, we're committed to making your shopping experience as smooth as possible. Find answers to common questions below, or contact us if you need further assistance.

What is the fastest way to get help?

The quickest and most accurate way for us to help is for you to email or WhatsApp us a photo of the part you need. Many door and window parts look very similar, so a photo helps us identify the correct replacement part much more quickly.

Why do I need to send a photo?

Because of the technical nature of the parts we sell, we usually need to see the item to recommend the correct replacement. Descriptions over the phone can often lead to the wrong part being identified. A quick photo helps us:

• Identify the correct part more accurately
• Avoid sending the wrong item
• Get it right first time

Can I call for help?

Yes, you can call us on 01209 200564 during opening hours. However, in most cases we will still need a photo of the part to identify it correctly. For the fastest response, we recommend sending a photo by email or WhatsApp.

How quickly will you respond?

We aim to respond to photo and email enquiries as quickly as possible during working hours. Sending a clear photo of the part is usually the fastest way for us to help.

Where do you deliver?

We currently deliver throughout the UK mainland. Unfortunately, we are unable to deliver to the Channel Islands or Southern Ireland at this time.

How are parcels shipped?

• Most Orders: We primarily use Royal Mail Tracked 24 (delivery aim 1–2 working days).
• Oversized / Long Items: For certain oversized or long items (e.g. multipoint door locks), we use Parcelforce Large 48 or DPD (delivery aim typically 2 working days).
• Dispatch Times: Orders placed before 2:00pm Mon–Fri are usually dispatched the same day. Orders placed after 2:00pm Friday are dispatched the following Monday (excluding Bank Holidays).

Do you offer free delivery?

Yes — we offer free delivery on orders over £10.00. Most parcels are sent via Royal Mail Tracked 24. Oversized or long items may be sent via Parcelforce Large 48 or DPD.

What if I missed my delivery?

If your parcel was returned to us because of a missed delivery, please contact our customer service team via email, WhatsApp or phone. We'll be happy to help if you still require the order.

I haven't received my order — what should I do?

If your order hasn't arrived within the expected timeframe, please contact us via email, WhatsApp or phone. We'll trace your package and either:

• Provide tracking information if it's still in transit
• Arrange for a replacement if the package is lost
• Process a refund if preferred

What if I received the wrong item?

If you've received an incorrect product:

1. Contact our customer service team via email, WhatsApp or phone
2. We'll dispatch the correct item promptly
3. We'll email you a postage paid returns label so you can send the incorrect item back

What if my item arrived damaged?

For items damaged during transit:

1. Take photos of the damaged packaging and product if possible
2. Contact us within 30 days of delivery via email, WhatsApp or phone
3. We'll investigate and send a replacement
4. We'll email you a postage paid returns label if the item needs to be returned

How do I return items?

For account holders:

1. Log in to your account
2. Navigate to the Orders section
3. Select the relevant order and click Return Items
4. Follow the on-screen instructions to complete your return request

For guest orders: Please email us or return your item to:

What if I ordered the wrong product?

1. Contact us via email, WhatsApp or phone to discuss the situation
2. We'll help you identify the correct product
3. You can return the incorrect item (in original condition with packaging)
4. Standard return policies apply

What if I'm not satisfied with product quality?

• Return the product within 30 days in its original condition
• We'll process a full refund of the purchase price
• Your feedback helps us improve our product offerings

How can I get a VAT invoice?

For account holders:

1. Log in to your account
2. Go to My Account and select Orders
3. Locate the relevant order
4. View and print your VAT invoice

For guest orders: Email us at sales@jcphardware.co.uk with your order number to request a VAT invoice.

Do you offer custom-made products?

Yes, we offer custom-made products including ABS cylinders. Please note that custom items:

• Are made specifically to your requirements
• Can only be returned if faulty, damaged in transit, or incorrectly manufactured
• Cannot be returned due to incorrect measurements, key codes, or colour choices supplied by you