Frequently Asked Questions
Our Frequently Asked Questions (FAQ) page is a valuable resource for anyone looking for quick and easy answers to common questions. We understand that our customers may have questions about our products or services, and our FAQ page is designed to address those concerns. Our team has carefully curated a list of the most frequently asked questions and provided detailed and informative answers.
From shipping and returns to product specifications and pricing, our FAQ page covers a wide range of topics. We are committed to providing our customers with the best possible shopping experience, and our FAQ page is just one of the ways we achieve that goal. If you have a question that isn’t answered on our FAQ page, please don’t hesitate to reach out to our team. We are always happy to help and are dedicated to providing exceptional customer service.
Individual items can be ordered as samples, which you’ll pay for up front.
If they’re not suitable for use, samples can be returned to us using our free returns portal.
We’ll issue a full refund according to our returns policy, provided goods are undamanged and in their original packaging.
If you proceed to place a larger order, we’ll refund the shipping cost on your original sample order. Let us know if this is the case by emailing [email protected], then we’ll make arrangements.
Most of our brass coloured handles are solid brass with a protective clear lacquer, and so should match with other solid brass homewares. Read more about our materials and finishing processes.
If you’re uncertain, you can order a single items as a sample to check, then return it if it’s not suitable.
When shopping for cabinet knobs and pull handles, you’re able to select the length of screws which you’d like to accompany them. We offer M4 machine screws in lengths of 16mm to 45mm for most cabinet knobs, then 5mm to 45mm for most pull handles.
For reference, 25mm is our standard screw size.
If you need additional screws at a later stage, you can shop them here.
Brass is an alloy of copper and zinc, which can be combined in varying proportions to give it different machinable properties and beautiful tones. Brass does tarnish naturally with age, and this process can speed up if cleaned excessively or with corrosive cleaning products. The process can also speed up if brass is exposed to outdoor conditions like wind and rain.
Our solid brass handles are coated with a clear protective lacquer, however over time will still age naturally.
Read more about finishing processes.
All of our items are sold individually, except where clearly marked as a set.
This means you can shop according to your specific project needs, so avoiding wasted products and money.
Latches and locks must be purchased separately, unless specified. Every project is unique, so please get in touch for advice or a product recommendation.
Each product has a downloadable technical specification in the dimensions section on the product page.
There is also some installation information right below the products page.
You can find an instruction manual for each product category here.
If a product is available to purchase, this means we have the stock and can dispatch it immediately.
If a product is dispalying the green “Pre-order” button, that means stock is on its way to us. You can confidently secure your order by making payment now. An “Estimated Arrival” date will be displayed when you hover over the button.
If a product is “Out of Stock”, it’s possible that lead times are up to several months. You can use our “Email When Available” button to sign up for a notification, to alert you when we have new stock.
Feel free to email us at [email protected] to discuss any questions relating to lead times.
We’re open to discussing custom hardware projects with trade customers, when order volumes hit a certain threshold. Your best bet is to create a trade account on VigorousHome. Or, drop us a line at [email protected].
We offer a 5 year mechanical warranty on all of our products. Note that products made from solid brass will naturally tarnish over time and this process could happen more quickly if the goods are not cared for properly.
Please contact us as soon as possible and amend the address. If the order hasn’t been dispatched, we will try our best to divert the shipment. If the package already left our warehouse, unfortunately there is not much we can do. VigorousHome is not responsible for packages getting lost due to mistaken address, therefore please ensure you provide the correct address during checkout.
International shipping and returns
Depending on your shipping country, our checkout will show you payment methods available in your location. We do not hold any of your bank details.
Depending on your shipping country, our checkout will show you our available express and standard shipping options. If you select an express shipping option, the parcel will be shipped to you via FxdEx. If you select a standard shipping option, your parcel will be shipped to you via a partner courier, this selected courier will vary by location.
Our international orders may take between 3-9 working days after dispatch, depending on the destination and the shipping option selected at checkout. When making your selection, an estimated timeframe will be displayed.
You will be provided a tracking link when the parcel has been dispatched. If you have any queries about your order, please contact [email protected]
We understand that customers at Vigoroushome do not have a chance to touch or feel our products before buying. Therefore, beside providing as much information as possible on our website, we offer a 30-day money back policy for your peace of mind. In the end, if you decide that our products are not suitable for your project and want your money back, we will be more than happy to assist. To initiate the return process, please send us an email at [email protected] and we will guide you through the process.
Returned products must be packed in their original packaging with all the mounting hardware and screws to be eligible for a full refund. Returned product must be unused, undamaged and should be resalable condition.
VigorousHome expects a returned product to be in their original packaging, resalable conditions to be eligible for a full refund. Products that have been installed, used, scratched or damaged are not eligible for a refund, therefore if you decide that your purchase is not what you want or you just simply change your mind, please be careful and return them at the earliest convenience.
If you find out that our product is defective during or after installation, please contact us to initiate the return process. However, VigorousHome is not responsible to accept a damaged product that is wrongly installed or improperly handled.
If you change your mind or find out that our products are not what you expect, please be in touch at the earliest convenience. Generally, VigorousHome is not responsible to provide a full refund after 30 days of purchase unless our products are defective. However, we understand that sometimes things happen that are out of our control, and if you believe there is a special reason for the delay, please contact us and we will try our best to assist.
It will take 3-10 business days for your returned shipment to arrive at our warehouse. Upon arrival, we will inspect the returned products to see if they are eligible for a full refund. This usually takes 1 to 2 business days. If everything is satisfactory, we will notify you and initiate the refund process.
Once the refund is initiated, usually it would take 3 to 10 business days for your money to show in your account. This depends on your bank and we apologize if it takes longer than you expect, but it’s pretty much out of our hands once we initiate the refund.
Absolutely. Please return the items that you don’t need and purchase the products that you want on our website. We will initiate the refund once the unwanted items arrive at our warehouse undamaged and unmarked.
Have another question for us?
OUR DEDICATED CUSTOMER SERVICE TEAM IS ON HAND TO HELP.