Customer care
Contact
Have a question about a product, an existing order, sizing/thread compatibility, or a trade/contractor account? Fill out the form and we'll get back to you within 24–48 hours.
Before you reach out: for the fastest answer, check our FAQ →, Shipping & Delivery →, and Returns & Warranty → pages.
If you're contacting us about an existing order, please include your order number so we can help faster.
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How can we help?
For order questions, include your order number. We typically respond within 24–48 hours.
Before you write
Frequently asked questions
Helpful guidance about handcrafted brass, delivery, and your order.
How long does shipping take?
Typical delivery is 10-20 business days because pieces are handcrafted rather than mass-produced. White Glove Handcrafted Delivery is $100 and is free on orders $300+.
What is your return policy?
Please review our current return policy before ordering, especially for custom or made-to-order pieces. Contact us with your order number before sending any item back so we can confirm the appropriate next step.
Will unlacquered brass develop a patina?
Yes. Unlacquered brass reacts naturally to touch, air, moisture, and cleaning habits. Its tone will deepen and vary over time, creating a living finish unique to your home.
How should I care for the finish?
For routine care, use a soft cloth and mild soap, then rinse and dry. Avoid abrasive pads and harsh chemical cleaners. If you prefer a brighter finish, ask us for guidance before using a brass polish.
Who should install my fixture?
We recommend installation by a qualified, licensed plumber or electrician as appropriate for the product. Share the product specifications with your installer before work begins and contact us if technical details are needed.
How can I get help with an order?
Email or call our customer care team and include your order number, the product name, and a clear description of what you need. Photos are helpful when your question concerns finish, fit, transit damage, or installation.