Double Hanging Rail with Wheels - Chrome
Frequently Asked Questions
Welcome to The Hardware Store Help Centre. Below are answers to common questions regarding our clothes racks, wardrobes, delivery schedules, card payments, and return procedures. For additional queries, please reach out to support@thehardware-store.co.uk.
Payment & Ordering
Q: What payment methods do you accept?
A: To maintain high transactional security, we exclusively accept Visa and Mastercard credit and debit cards. All card transactions are protected via bank-grade 256-bit SSL encryption and billed in GBP (£). We do not accept PayPal, American Express, cheques, or bank transfers.
Q: Can I amend or cancel my order after checkout?
A: Because our warehouse dispatches orders quickly (2:00 PM UK Time daily cut-off), please email us as soon as possible if you need to adjust an order. If your storage unit has already entered handling, it cannot be modified in transit, but you may return it unopened within 30 days using the enclosed prepaid label.
Delivery & Transit
Q: How much does delivery cost?
A: Delivery is 100% Free on all UK orders. There are no carriage fees, heavy-item supplements, or minimum order thresholds.
Q: How long does delivery take?
A: Orders placed before 2:00 PM (UK Time) are prepared in 2 to 3 business days (Monday to Friday). Courier transit takes 3 to 5 business days. Your total estimated delivery time is 5 to 8 business days.
Q: Can I track my clothes rack delivery?
A: Yes. As soon as your order leaves our facility, an automated dispatch email containing your direct courier tracking link will be sent to your registered email address.
Clothes Racks & Wardrobe Fitment
Q: Are tools included for assembly?
A: Yes. All required assembly screws, Allen keys, and illustrated step-by-step instruction manuals are provided inside the hardware pack.
Q: Can the wheels be locked in place?
A: Most of our mobile garment racks include industrial-grade swivel caster wheels with dual-locking foot brakes, ensuring smooth movement when rolling and solid stability when parked.
Q: What weight capacity do your rails support?
A: Our heavy-duty steel clothes rails are engineered to hold between 40 kg and 90 kg (depending on the specific model), easily accommodating heavy winter overcoats, suits, and storage boxes.
Returns & Refunds
Q: What is your return window?
A: We offer a 30-day return guarantee starting from the day your parcel is confirmed delivered by the carrier.
Q: How do I return a clothes rack?
A: Every parcel leaves our facility with a pre-printed, prepaid return shipping label included inside the box. Neatly repack the unused parts, adhere the label over the original delivery barcode, and hand it to the designated courier drop-off point. Return shipping is completely free (£0.00) with zero restocking fees.
Q: When will my refund be completed?
A: Within 3 business days of receiving your returned item at our warehouse, our staff completes inspection and issues your full refund directly back to your original Visa or Mastercard account.
Returns & Refunds Policy
At The Hardware Store, we take great pride in the structural stability, high-gauge steel tubing, and finish of our clothes racks and open wardrobes. If an item does not suit your bedroom space or layout, we provide a transparent, completely free 30-day return guarantee. Your statutory consumer rights are not affected by this policy.
Return Shipping Cost: £0.00 (Free of Charge) using our enclosed pre-paid label.
Restocking Fee: £0.00 (Zero restocking or handling deductions).
Pre-paid Label: Conveniently included inside your original delivery parcel.
Method: By mail / courier drop-off only.
Refund Settlement: Processed directly to your original card (Visa/Mastercard) within 3 business days of return receipt.
1. Your Statutory Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have the legal right to cancel their purchase without giving any reason within a statutory cooling-off period:
- Cancellation Deadline: The statutory cancellation period expires 14 calendar days from the day on which you (or a third party indicated by you) receive physical possession of the goods.
- Exercising Your Right: To exercise your statutory right to cancel, you must inform us of your decision by a clear statement (e.g. via email to support@thehardware-store.co.uk) within this 14-day period.
- Return Following Cancellation: Once you notify us of cancellation, you must send back the items without undue delay and in any event no later than 14 calendar days from the day you communicated your cancellation.
- Statutory Refund Timeframe: Where you cancel under these regulations, we will reimburse all payments received from you, without undue delay and no later than 14 days after the day we receive the goods back (or, if earlier, 14 days after the day you provide evidence of return dispatch). (Please note: As part of our customer-first commitment, our standard warehouse processing completes inspection and issues approved refunds within 3 business days of receipt).
2. Our Extended 30-Day Voluntary Return Policy
To give you extra flexibility when checking wardrobe dimensions against your bedroom ceiling, doorways, or alcoves, we voluntarily extend your return period to 30 calendar days from delivery. This voluntary policy is in addition to, and does not replace or limit, your statutory rights mentioned above.
- Return Window: You have 30 calendar days from the delivery date to return eligible clothes racks and open wardrobes using the prepaid return label enclosed inside your parcel.
- Return Postage & Fees: Return postage is completely free (£0.00) and zero restocking fees (£0.00) apply.
3. Reasonable Handling & Condition of Returned Goods
Under UK law, you are entitled to handle and inspect products to establish their nature, characteristics, and sizing in the same way you would reasonably be permitted to do in a physical retail store.
- Recommended Condition: We ask that items returned under our 30-day voluntary policy be returned clean, undamaged, in resalable condition, and in their original packaging with all steel tubes, hanging rails, caster wheels, assembly screws, Allen keys, and instructional manuals intact.
- Reasonable Inspection: Customers may unpack components indoors and dry test-fit pieces to verify frame height, rail clearance, and structural alignment.
- Diminution in Value: You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the items (for example, if metal tubing has been severely scratched during rough assembly, cross-threaded by power tools, stained, or wheels heavily scuffed from outdoor rolling). In such cases, we reserve the legal right to deduct an amount reflecting the reduction in value from your refund.
4. Faulty, Damaged or Defective Goods (Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If your clothes rack arrives with transit dents, bent hanging rails, defective welding, or missing hardware packs:
- Prompt Reporting Encouraged: We encourage you to notify us at support@thehardware-store.co.uk with your Order Number and photos within 48 hours of delivery (or as soon as reasonably practical). Reporting early enables us to swiftly liaise with our logistics carrier and dispatch an urgent replacement part or full unit.
- No Restriction on Legal Rights: This 48-hour reporting recommendation does not restrict, shorten, or exclude your statutory rights under UK law. Under the Consumer Rights Act 2015, you maintain a 30-day legal right to reject faulty goods for a full refund, as well as statutory rights to a free repair or replacement within six months of purchase.
- Zero Return Postage for Faulty Goods: You will never be required to pay return carriage for goods that are faulty, damaged in transit, or incorrectly supplied.
5. How to Use Your Prepaid Return Label (Step-by-Step Mail Return)
To make postal returns effortless, a pre-printed, prepaid return shipping label is already enclosed inside every delivery parcel.
- Repack the Items: Neatly disassemble any loosely fitted components, wrap metal rails in their protective sleeves, and place all parts and screws securely back into their original shipping carton.
- Affix the Return Label: Securely seal the carton using heavy-duty packaging tape. Affix the prepaid return shipping label clearly onto the outside of the box, ensuring any previous delivery barcodes are completely covered.
- Drop Off with Carrier: Hand the parcel to your designated courier collection service or local post office drop-off point specified on the label. Always obtain and retain a proof of postage receipt.
- Return Shipping Cost: £0.00 (Completely Free)
- Restocking Surcharge: Zero / No Cost (£0.00)
- Return Route: By mail only
6. Returns Inspection & Fast 3-Day Refund Settlement
To ensure total clarity, our entire inspection and refund process is completed within a single, guaranteed timeframe:
- Total Processing Time (Within 3 Days): Within 3 business days of receiving your returned item at our warehouse facility, our team will complete the product inspection and issue your full refund directly back to your original payment card (Visa or Mastercard).
- Statutory Consumer Protection: The inspection of returned goods does not limit or affect your statutory cancellation rights under applicable UK consumer protection law.
- Settlement Currency & Zero Fees: All refunds are issued in British Pounds Sterling (GBP / £) with zero restocking fees or hidden administrative deductions.
- Banking Clearing Timeframe: Once our team has issued your refund within our 3-business-day window, please allow your card issuer's standard clearing timeframe (typically 3–5 working days) for the credit to appear on your bank statement.
7. Customer Support & Operational Information
- Trading Brand: The Hardware Store
- Business Activity: Independent British Retailer of Home Storage & Wardrobe Systems
- Premises & Postal Address: 17 Barnes High St, London, SW13 9LW, United Kingdom
- Telephone Contact: +44 20 8876 3775
- Customer Email: support@thehardware-store.co.uk
- Support Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK Time / GMT/BST)
8. Changes to This Policy
We may update this Refund & Returns Policy from time to time. The version applicable to your order is always available on this website. Any updates will not affect statutory rights that apply to orders already placed.
Delivery & Shipping Policy
Thank you for shopping at The Hardware Store (thehardware-store.co.uk). We take pride in delivering heavy-duty clothes rails and wardrobe storage systems safely, promptly, and completely free of charge across the United Kingdom.
1. Delivery Rates & Nationwide Coverage
- Coverage Area: We deliver to all residential and commercial destinations across the entire United Kingdom (including England, Scotland, Wales, Northern Ireland, the Scottish Highlands, and UK offshore regions).
- Delivery Cost: FREE Standard Tracked Delivery on all orders. There are zero shipping charges, heavy-item delivery surcharges, or hidden checkout costs.
2. Shipping Timetable & Transit Schedules
Our fulfillment schedule is divided into warehouse dispatch preparation and tracked courier transit:
| Stage | Timeframe | Details |
|---|---|---|
| Daily Order Cut-off | 2:00 PM UK Time | Orders placed after 2:00 PM (GMT/BST) are processed on the following business day. |
| Order Handling Time | 2 – 3 Business Days | Monday to Friday quality checks, hardware pack verification, and reinforced packaging. |
| Courier Transit Time | 3 – 5 Business Days | Tracked courier delivery across the UK (Monday through Friday delivery runs). |
| Estimated Total Delivery | 5 – 8 Business Days | From checkout confirmation to your doorstep. |
*Business days strictly exclude Saturdays, Sundays, and official UK Public/Bank Holidays.
3. Order Tracking
Once your clothes rack has been securely packed and dispatched from our facility, you will automatically receive an electronic dispatch confirmation email containing your direct carrier tracking link. Please allow up to 24 hours for initial carrier milestone scans to appear online.
4. Contact Regarding Delivery
- Operating Entity: The Hardware Store (Independent British Retailer)
- Physical Premises: 17 Barnes High St, London, SW13 9LW, United Kingdom
- Support Email: support@thehardware-store.co.uk
- Support Telephone: +44 20 8876 3775