Welcome to the Frequently asked questions (FAQ) page.
Q1. How long will it take?
A. Your keys will leave us within seven working days of our receiving your order. We send all orders by Royal Mail Recorded First Class.
Ingersoll keys will take slightly longer, and will leave us within 7 to 10 days of recieving your order.
Q2. Can I get them any faster?
A. We offer an express service for an additional £10. If you select this option your keys will leave us within one working day of receiving your order.
This option is not available when ordering Ingersoll keys.
Q3. I have already placed my order, is it too late to use the express service?
A. This depends on the progress of your order. Email us to check out the status of your order, and we will advise you if this is possible.
Q4. Is there any other way to get my keys?
A. You can call into our shop and get keys cut in person, but you must READ THIS FIRST!
Q5. Can't I just go to my local keycutters or heel bar?
A. No. Your keys are registered security keys, and only authorised specialists are able to cut them for you. This prevents unauthorised duplication and distribution of your keys. It also ensures that you will get correctly cut, factory-original keys, which will not stick, bind, or damage your lock.
Q6. Where can I have my keys delivered to?
A. We can deliver your keys to either:
For security reasons we will not ship to any other address. We do not ship outside of the U.K.
Q7. What if my keys don't work?
A. Our keys are cut on the latest computer controlled machines, and if the information you have provided is correct, they will work. The only time that we experience difficulties is when customers supply us with incorrect or incomplete key numbers.
If we receive an incorrect or incomplete order, we will cut the keys to the best of our ability based on the information provided and dispatch them as normal. If these keys do not work you will need to reorder the keys correctly, at full cost.
As such, please ensure you enter all information carefully and correctly when placing your order. We strongly suggest you place the order with either your key or key registration card in front of you to avoid mistakes. Please note, if your lock was fitted by one of our locksmiths, the key number will also appear on the original VAT invoice our locksmith left with you.
Q8. What payment methods do you accept?
A. We use paypal to take your payment online.
Don't worry if you do not have a Paypal account, you can still pay with your credit or debit card, simply follow the on screen directions from your shopping cart.
Q9. Can I pay by cheque?
A. Yes. Email us with the details of your order, and we will contact you to explain the procedure.
Q10. Do you cut 'ordinary' keys too?
A. We have a comprehensive range of key blanks and machines in our retail store, enabling us to cut almost any key. Look in our gallery to see some of the range of keys we can cut.
If in doubt, call in with you key and we will be happy to advise you.
Q11. The Royal Mail attempted to deliver my order but I was not home. They left a "sorry you were out card", what happens now?
A. One option is to arrange a re-delivery, the card has instructions on how to do this.
Alternatively, the card will contain the address and opening hours of your Royal Mail sorting office where you can collect in person within a few days of the original attempted delivery.
If the package remains at the sorting office for more than 5 days (approximately) the Royal Mail will return it to us. This process takes a significant length of time, sometime up to three weeks.
We will email you once the package is returned to us and you then have a choice whether to pay for re-delivery or collect in person from our shop in Whetstone, London, N20. The email will contain the information you will need for both options.