Lots of useful information to help you place your order
We offer a friendly and helpful advice service so if you can't find exactly what you are looking for here, please call us on 01226 766618, email firstname.lastname@example.org or contact us via LiveChat. You can also use the enquiry form to send an enquiry or request a quotation.
ORDERING AND PAYMENT
Is there anything that I need to know before I place my order?
Some useful guidelines to consider before you place your order:
All of our prices shown include VAT at the standard rate.
Unless stated otherwise, all dimensions are shown in millimetres.
All of our work is designed for interior use only.
Everything that we make is individually handcrafted using traditional methods and as such size, form and finish may vary slightly.
We try to show all colours as accurately as possible but web image colours can vary slightly for a variety of reasons including the type of bulb used, lighting and decor - colours can also vary depending on the type of display used.
All information on this website is given in good faith. We are continually adding to our range and reserve the right to alter specifications, finishes and prices as necessary without prior notice.
Can I buy all of your ironwork online?
All of our work is now available to buy online with the exception of some of our largest and most complex chandeliers which are made specifically to order - please contact us for more information about these.
How can I place my order?
You can place your order online, by telephone, by email or in person at our showroom. If you order online, you will receive an order acknowledgement email. As soon as we receive your order we will check through the details and if anything is unclear we will contact you to clarify the information. We will send a full order confirmation email in response to your order. Please double check this email which will confirm the items ordered, the full price of the order including vat and carriage and and a timescale for delivery.
I’ve not received my email confirmation after making an online order. What should I do?
Please check your junk mail folder in case the automatic order confirmation our website generates has gone in there. This happens very occasionally. If no luck there, please call us on 01226 766618 or email@example.com and we will remedy this matter immediately.
How is my order processed and payment taken?
Every order for our handmade ironwork is booked into our work schedule on the day we receive it. An order confirmation email is sent as standard, and if it is necessary to clarify any details, we will personally contact you via email or telephone to amend your order as required and ask you to confirm your revised order details before we proceed. Full payment will normally be taken when your order is ready to leave our workshop - ie not at the initial point of ordering – even if you order online. For larger orders, we will contact you to arrange delivery date when your order is nearly ready. Other orders will be despatched to you within estimated timescales – and you will receive an email alert the day before. Simple orders for stock items will usually be processed, billed for and delivered straightaway.
I have placed an order online but the payment has not been taken. Is there a problem?
No. Our policy on sales of our handmade goods is take full payment when your order is ready to leave our workshop - not at the point of ordering, even if you order online. So, don’t worry, your order will be confirmed at point of ordering, but payment will remain pending until just prior to delivery. We will then securely activate payment via your chosen payment method.
What if my order is complicated?
We are on the end of the phone on 01226 766618 to answer any queries. You can message us on Livechat or email us on firstname.lastname@example.org.
Our website is also packed with helpful advice on buying our products such as how to measure for new curtain poles, choose your curtain poles and buy our lights.
Please contact us with any queries at all. With more complex orders we will always clarify all of the details in a final email which we’ll ask you to read and confirm prior to manufacture. A deposit may also be requested for large or unusual orders, prior to commencing work.
How long will it take to deliver my order?
Please see the estimated timescale on each product listing. The majority of our work is handmade to order and, in most cases, we aim to deliver within 3 - 4 weeks at most. For small items that we make regularly, we can often get your order ready much sooner. We have a small stock of many of our smaller lights and lamps, along with lampshades and curtain rings etc. and these can often be sent out within a day or so of placing your order.
I need my ironwork in a rush, can you help?
If you are working to a specific deadline, please tell us and we will do our best to fit in with your schedule. We will always try to help and we will always be honest about what we can or can't achieve - as we manufacture everything by hand in our own workshop, we have to set realistic timescales. You can be assured that we will stick to our promises and wherever possible we aim to exceed your expectations!
Do I need to pay a deposit for a large order?
For large or bespoke orders we will sometimes require a deposit or payment upfront before we can start making your ironwork. This will be discussed at point of ordering.
What payment methods do you accept?
We accept payment by bank transfer, most standard credit/debit cards or cheques made payable to 'Nigel Tyas'. We do not make any additional charges for standard credit card transactions. We do not accept American Express or Paypal at the moment. If you would like to pay by credit or debit card, you can do securely via our e-commerce website (secured by Globalpayments) or by telephone. We process payments immediately and your card details are destroyed securely. PLEASE DO NOT PUT YOUR CARD DETAILS INTO AN EMAIL.*
[ *We comply with the Payment Card Industry Data Security Standard (PCI DSS) which exists to protect your card security when you give your card details over the telephone and online ].
How do I pay you by cheque?
If you would like to make payment by cheque, please ensure that your cheque arrives at least 5 working days before your order is due to leave us. Cheques will be processed on receipt and should be made payable to 'Nigel Tyas'. Regrettably we cannot accept payment by cheque on collection of your order.
Do your prices include VAT?
Yes, all prices listed on our website include VAT at the standard rate.
Can I have a sample?
We appreciate that it can be difficult to buy items that are unseen. If you are interested in placing an order for wall lights or curtain pole finials in particular and are unsure which design to choose, we're more than happy to send out a single light or finial as a sample so that you can see it first. If you decide that it is not suitable, just send it back to us in its original condition and we will refund it in full, less the carriage costs. If you’d like more of the same, just let us know!
How much does postage and packaging cost?
Standard mainland UK carriage is £5 for orders with a value below £100 and £10 for orders with a value between £100 and £500. Standard carriage for orders with a value exceeding £500 is free of charge to mainland UK addresses. Smaller items that can be sent by Royal Mail will be charged at cost using 'Royal Mail First Class Recorded' or 'Special Delivery'. We will confirm the carriage price when you place your order. We aim to keep postage and packing costs as low as possible and charge these at or below the cost price to us.
How do you deliver your goods?
Standard UK carriage for weekday deliveries is normally by next day carrier - usually Parcelforce or TNT. TNT always request a signature on delivery. With larger orders, we will check the best delivery date and address with you, on completion of your order. Please advise us of any special instructions for delivery to your property and we will pass these on. We also recommend you leave a note on your door for the delivery agent with any extra instructions, such as what to do if you are in the garden or popping out etc.
Can I track my delivery?
Yes. The email we send you confirming delivery of your order will include a shipping consignment number which you can use to track the progress of your parcel through our carrier’s website. We also keep an eye on this website to monitor all of our deliveries.
Can you arrange delivery at a specific time of day – or at the weekend?
Saturday deliveries and 'before 9:30am' or 'before 12 noon' services can sometimes be arranged at an additional cost - please ask for details on 01226 766618.
Can you deliver all over the UK?
Yes, but please note that delivery to some remote areas may incur a surcharge to cover the additional costs charged to us. These will be advised at the time of ordering. For deliveries to islands outside of mainland UK, we use a number of different parcel carriers. In these cases we will talk to you about your order and contact them to find the most cost-effective way to deliver your parcel.
Can you deliver abroad?
We often deliver within the EU - please contact us to discuss arrangements and cost. For international deliveries beyond the EU, we are happy to talk to customers and explore whether this is cost-effective on a case by case basis.
Do I have to be in to sign for my parcel?
Due to their value, most of our parcels normally require a signature, especially if delivered by TNT. If it helps we can deliver to a work address or to a neighbour’s by arrangement - just let us know what is easiest for you.
*Important note - Please check your parcel for any signs of damage on delivery, and if there is, accept the parcel but make a note ‘delivered with damaged packaging’ beside your signature. (this will help us to sort out any issues with the delivery company). Take a photograph of the parcel, inspect your goods inside and let us know as soon as possible if there is a problem.
Can you guarantee delivery on a certain day?
We use next day delivery as standard and do our best to ensure that your parcel arrives on the stated day but, occasionally, there may be factors beyond our control which prevent this. As a small company we are reliant on third party carriers and, whilst we're very selective about who we entrust our work to, occasionally things don't go according to plan. In these rare instances, we will chase delayed or rearranged deliveries and keep in touch with you. We recommend that you do not employ specialist installers until delivery has been made. Regrettably we cannot take responsibility for third party contractor costs if our delivery is late.
My order has arrived damaged. What do I do?
In the unlikely event that your products are damaged in transit, please let us know as soon as possible. Ideally, if damage to the parcel is evident at point of delivery, please accept the parcel, but make a note ‘delivered with damaged packaging’ beside your signature. Take a photograph of the packaging and the damaged goods, then notify us as soon as possible and within 5 days of receipt. Our customer services team will then contact the company we commissioned to deliver your goods to remedy this matter. We will make sure you get a replacement product delivered as soon as possible, as required.
*Important note - Always open and take a look at your ironwork as soon as possible on delivery and ensure you are happy with your products before disposing of their packaging.
RETURNS AND REFUNDS
Can I change my mind and return something?
We hope that you will love your ironwork, but should you wish to return anything, we are happy to refund or exchange a standard product provided it is returned to us in perfect, unused condition; in its original packaging; and within a reasonable time period – up to a maximum of 30 days. Returned items in these circumstances must be returned at your own cost. We regret that we cannot refund or exchange made to measure items including cut curtain poles, our larger chandeliers and bespoke items unless they are faulty.*
Please ensure that any return package you send is insured to the value of its contents as we cannot take responsibility for any items that are lost or damaged in the post.
All return items should be sent to: Nigel Tyas Ironwork, Bullhouse Mill, Lee Lane, Millhouse Green, Sheffield, South Yorkshire. S36 9NN.
My order is faulty or incorrect. What do I do?
Please ensure that you contact us as soon as possible on 01226 766618 if you feel that an item is faulty or incorrect / ‘not as ordered’. Please give us the opportunity to discuss and resolve any concern you have with your order before you return it. In cases where an item needs to be returned, we will cover the costs of its return but this must be arranged directly with us to ensure the best means of return is used. Once returned, we will inspect the product and arrange replacement, repair or refund, as appropriate, as soon as possible.* Please note that we cannot take responsibility for the cost of consultations with third party contractors.
How do I arrange to return a damaged, faulty or incorrect item?
Always contact us on 01226 766618 or email@example.com to discuss the best way to return your item - this enables us to advise on the most cost-effective way for large or heavy items to be collected and returned. Please also ensure that any package you send is insured to the value of its contents as we cannot take responsibility for any items that are lost or damaged in the post. When we have received your returned item, we will arrange your exchange or refund as appropriate.*
Do ‘From the Anvil’ products have the same return policy?
From the Anvil products may be affected by additional factors depending on whether we have your chosen items in stock, whether they are ordered in, made-to-measure and so on. We will advise you of the exact return and refund policy details relating to each order in your confirmation email. Please call 01226 766618 or firstname.lastname@example.org with any queries.*
[ * None of the above affects your statutory rights if goods are ‘faulty or not as described’. For your rights of cancellation under the Consumer Protection Distance Selling Regulations, please see our full Terms and Conditions here. ]
How should I store by wrought iron products prior to fitting?
If you are buying in advance of installation, please store our products indoors in suitable conditions. Our wrought iron pieces are designed for interior use and we cannot be held responsible for items which have deteriorated due to storage in excessively cold, wet or humid conditions.
Can you make me a light exactly as I want it?
We have many options that you can choose to customise our standard lighting range. You can often choose the metalwork finish, fittings’ finish, cable colour and so on. Shades and bulbs are sold separately so you can make your own choice. We hope you’ll be able to customise your Nigel Tyas light order to suit your own preferred style and taste.
Can you make me a bespoke light?
As a rule, we do not make bespoke one-off orders due to time constraints in our busy workshop. However, much of our work is handmade to order so we can sometimes alter our designs to suit your requirements. This may incur an additional fee. All decisions about bespoke order requests are made at Nigel’s discretion. Please call us to discuss your requirements on 01226 766618 or email email@example.com.
What guarantee do your products come with?
All of our products are designed and 'made to last' in our own workshop by skilled craftspeople and come fully guaranteed against defectiveness of materials or workmanship. Our guarantee, however, does not cover wear and tear, poor maintenance or misuse. Please note that our wrought iron products are for interior use only and should not be exposed to excessively cold and damp or humid conditions. Our lighting, as with all electrical fittings, should be installed by a qualified electrician. All of our products are individually handcrafted using traditional methods and as such size, form and finish may vary slightly. For more information please read our full Terms and Conditions of ordering and Returns Policy here.
How do you price your work?
We price our handmade ironwork with care and believe that our work should be produced fairly and honestly. We use quality materials and components and, as far as possible, source our supplies locally. It is important to us to support local manufacturing businesses and we are proud to be associated with Sheffield’s metalworking heritage. It is also very important to us as a business to keep traditional skills alive in the UK - we make all of our ironwork in our own workshop in Yorkshire using skilled craftspeople. We are sometimes asked about discounting our work. When we created the business it was always an important consideration that we should treat all of our customers and our employees with fairness and integrity. We believe that we cost our work fairly and for this reason we do not discount our work. We choose to manufacture in the UK and therefore don't have comparable margins on our work as companies who outsource their manufacturing overseas. The response that we get from our customers confirms that our handmade ironwork represents good value for money.
Do you make outdoor lighting?
Currently all of our work is designed for interior use only. We hope to develop a range of outdoor lighting in the future.
What fittings come with your products?
We supply our ironwork with quality screws, plugs and fixings suitable for general fitting, plus instructions; however you may find that there are some situations which require more specialist fixings.
DATA AND LEGAL PROTECTIONS
Do you pass customer contact details on to other companies?
No. We treat your personal information with respect and will never pass your details to a third party.
Are my personal customer details and purchase information secure?
A cookie is a small file which asks permission to be placed on your computer's hard drive. We only deploy ‘Essential Usage’ cookies to allow the website to function and we use traffic log cookies to identify which pages are being used. Our website does NOT deploy ANY third party affiliate marketing cookies. Click here to view our detailed Cookie Statement
What are your terms and conditions?
We want to make sure that we treat our customers well. These FAQs and other information sections of our website aim to summarise our terms and conditions in a user-friendly format. Our more formal and detailed terms and conditions, which govern both our website and the terms by which we supply our work to you, are designed to protect both you and us and can be read in full here - click here to read our full Terms and Conditions of ordering