The Legal Stuff
Frequently asked questions
Does the price include a flush plate ?
Yes, the prices shown include a brand new flush plate,the finishing and the delivery back to you.
Can you finish my existing flush plate?
Unfortunately, we do not offer a refinishing service for existing or pre-owned flush plates.
Used plates—even those that appear clean—invariably have microscopic blemishes, scratches, or surface wear. Our finishing process is designed to be high-definition, which means it actually highlights these underlying marks rather than hiding them.
We believe that if you are spending your hard-earned money on a bespoke finish, you deserve a flawless result. To ensure the highest possible quality and a showroom-standard finish, all of our prices include a brand-new, genuine flush plate as standard. This is the only way we can guarantee a pristine surface and the long-term integrity of the finish
What are the lead times ?
Our standard lead time for bespoke finishes is 6 to 8 weeks.
As a busy,professional finishing studio, we operate a batch-production schedule. To maintain the highest quality and consistency, we process one specific finish at a time (for example, a dedicated 'Brushed Gold' run).
How this affects your order:
Batch Timing: If your order aligns with a finish currently in production, the lead time may be significantly shorter. If a run for your chosen finish has just concluded, your plate will be scheduled for the next available slot.
The Curing Process: The finishing process is only one stage. Once applied, every item requires 4 to 5 days in a climate-controlled, prestige environment to cure. This is a vital part of our quality procedure, ensuring the finish is fully hardened and durable before dispatch.
Total Quality Management: Our procedure is comprehensive—from the pre-preparation of the new plate, through to the application, and finally the curing in perfect conditions. We do not rush these stages, as they are essential to achieving the final result.
We will keep you updated on your order's progress as it moves through the workshop.
What if I don't like the finish?
Because our products are bespoke and customised to your specific order, we are unable to offer returns, exchanges, or refunds if you are dissatisfied with the finish for aesthetic reasons.
As detailed in our Terms and Conditions and the Order Confirmation signed prior to production:
Illustrative Images: All digital images and photographs are for illustrative purposes only. The physical finish may vary from what you see on a screen due to lighting, display settings, and the nature of the bespoke process.
No Colour Matching: We do not offer a colour-matching service. Our finishes are our own professional standards, and we do not guarantee a match to fixtures (taps, showers, etc.) from other manufacturers and we do not guarantee a match to fixtures (taps, showers, etc.) from other manufacturers, however, we can get tonal blends of manufacturers, but it is important to remember we can not offer exact match.
Final Sale: Under UK law, bespoke and personalised items are exempt from the standard 14-day 'cooling-off' period. Once the finishing process has been completed to your specification, the sale is final
Can you finish other items as well as flush plates?
Yes, we can finish most items, but please check with us by contacting us to confirm and for a price.
Can I get a finish sample?
In short, No we don't offer samples.
Because our finishing process is a bespoke hand-application, a sample produced today is not a reliable indicator of the plate you will receive later. We treat every plate as an individual commission.
Several technical factors mean that every single plate is unique:
Base Material Interaction: We work with various substrates, including ABS (Plastic) and Metal. The bespoke finish will settle and reflect light differently depending on whether the base material is metal or plastic.
Original Foundation Finish: The original factory finish of the plate—whether it began as Gloss Chrome, Brushed Chrome, or Matte—directly impacts the final depth and tone of the bespoke finish applied over it.
Unique Batch Runs: Our finishes are applied in dedicated batch runs. Factors such as temperature, humidity, and the hand-finishing technique mean that every run has its own unique character.
Tonal Blending to Other Brands: While we do offer a Tonal Blending service to help your flush plate complement fixtures from other manufacturers (e.g., specific tap or shower brands), we cannot guarantee an exact 100% match. Our process creates a "tonal blend" that harmonises with your bathroom’s palette, but slight variations in hue and reflectivity are inevitable.
Our Guarantee: We aim to get as close as physically possible to your desired tone, but by ordering, you acknowledge that "tonal blending" is an artisanal process, not a factory-identical replication.
Why does the image not match the finish description?
Important: All store images are for style and layout reference only.
When browsing our store, please be aware that the photograph shown may not display the specific finish named in the product title. You should always rely on the written description of the finish when placing your order.
Why no two finishes are identical: Even when the correct finish is applied, the final aesthetic is heavily influenced by the "base" of the plate itself. You are commissioning an artisanal finish, and the following factors will create natural variations:
Base Materials: A "Brushed Brass" finish applied to a Metal plate will have a different depth and lustre than the same finish applied to an ABS (Plastic) plate. The metal base provides a different thermal and reflective foundation than plastic.
Original Base Finish: We apply our bespoke finishes over genuine factory plates. Whether the original plate was Gloss Chrome, Brushed Chrome, or Matte White acts as the "primer." This original layer dictates how the final finish settles and reflects light.
Hand-Applied Variance: Because our process is bespoke and not a mass-produced "dip," each batch run carries its own unique tonal character.
I’ve just placed my order—what happens next?
1. Order Confirmation & Technical Review Once your payment is processed, our team reviews your order against our current production schedule. You will receive an immediate automated receipt via email.
2. The "Specification Sign-Off" Form (Action Required) Because your flush plate is a bespoke commission, we want to ensure every detail is 100% correct before we begin the finishing process. Within 24 hours, you will receive a secondary email containing a link to our Digital Specification Form (Jotform).
This form is a vital step in our process. You will be asked to:
Verify the Hardware: Confirm the specific model (e.g., Geberit Kappa 50) is correct for your cistern.
Confirm the Finish: Acknowledge the chosen finish and our artisanal variations.
Legal Agreement: Digitally sign to acknowledge our bespoke terms and policies.
3. Production Commences Once we receive your signed Specification Form, your hardware is moved into our workshop. We cannot begin the hand-finishing process until this form is signed, so please keep an eye on your inbox (and check your junk folder!) to avoid any delays to your lead time.
4. Shipping & Tracking As soon as your plate has passed our quality control and the finish has cured, we will package it securely and send it via a tracked service. You will receive your tracking number the moment it leaves us.
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