FAQs

The Atlantic office is open from 8.30 am until 5.00 pm, Monday to Friday.

You can get in touch with the team via email (sales@atlanticgb.com), phone (0800 9020 486) or via live chat (click on the chat symbol at the bottom of this page).

Our team would be delighted to help out with any queries you may have.

Yes, you can. You can get in touch with our customer service team on 0800 9020 486. Please note, there will be a 2.5% admin charge added to your order. It is preferred for you to pay by BACS to avoid the admin charge.

There is also the option to pay online when checking out on our portal.

Carriage is £8.00 with an additional £2.50 drop ship charge for delivery to end users. However, carriage is free for all orders totalling £100 or over. Our friendly customer service team will let you know if you are under or over the carriage fee so you can always check with them when placing an order.

We do not sell to the public as we are a trade wholesaler. If you are an end user, fear not! We are more than happy to recommend a stockist near you. Find a Stockist here.

If your order has reached the ‘picking state’ of our dispatch process, we’re afraid amendments cannot be made at this point.

To check the status of your order please get in touch with the team via email (sales@atlanticgb.com), phone (0800 9020 486) or via live chat (click on the chat symbol at the bottom of this page).

If you have a problem with your order, please contact us with your order details, issue explanation and, if possible, images to support your query within 72 hours of receiving your goods. Contact us on 0800 9020 486 or sales@atlanticgb.com

Sometimes damage can occur in transit and if this is the case we will endeavor to get you replacements as soon as possible.
You would need to get in touch with the retailer you bought the product from and supply them with pictures of the damaged box, damaged goods and a picture of the label on the box/parcel. This way, a collection can be processed and a return organised if applicable.

For any issue relating to an order, please let us know the original order no, item in question and what the issue is. Ideally, we would like all this information on email and to have all queries reported within 72hrs. We understand that this isn’t always an option so so long as it is reported within 30 days this is acceptable.

If the query relates to damage or a product fault, we will need to see an image or video before we can arrange a replacement. Unless the query is regarding a mechanical fault, we cannot accept any returns over 90 days from date of despatch.

Any returns sent back to us without prior notification and agreement will not be credited.

If is a sales input/warehouse despatch error – If you do not want to keep the incorrect item, we need to create and send a return note and the link for collection. We will charge for the replacement and credit the original order/invoice once it has been returned.

If the item has a mechanical fault or factory damage – We are happy to send a replacement, but we do need to see an image or video of the issue for us to qualify the problem. We do not guarantee the finish on our products, so any issues with the finish reported after fitting will be assessed on a case-by-case basis.

If the item is missing/damaged in transit – Please email us with an image of the box, the label on the box and the details of items you are missing or have been damaged. This needs to be raised within 14 days of receipt.

If the customer wants to return items they no longer need or they’ve ordered in error etc, we will send you a return note. This is for re-saleable items only and must be agreed within 30 days of despatch and will incur a 25% re-stock fee. If the order is within 90 days of despatch, we can accept the return in exchange for a stock order or will incur a 40% restocking fee. All items must be returned in a re-saleable condition and in original packaging otherwise a credit will not be issued.

If a collection is arranged through Atlantic, we will charge a collection fee of £15. If a collection has to be re-arranged, we will again charge for this additional service.

If you have forgotten your username or password, please get in touch with our support team on 0800 9020 486 or sales@atlanticgb.com and they will be able to reset it for you.

Yes. All of our lever handle sets are supplied as a pair. They also come with the relevant fixings so that you’re ready to go!

It’s important to note that our offering of cabinet hardware handles and knobs are supplied as single items.

Yes!  We expect that most people designing their homes would like to see products in person before purchasing.   You can find your nearest stockist on our Stockist Locator here.

Products have an applied finish and we do recommend regular cleaning with a soft cloth. If necessary, you may moisten the cloth with water. If this is not effective in removing accumulated deposits, try using a PH-neutral soap on a soft cloth, then remove the soap immediately after application, with the help of a clean, moist, soft cloth. Under no circumstances should you use an abrasive/hard tool, chemical, acidic or abrasive substance to clean products. This will break down the applied finish. The finish may chip or scratch if subjected to impact from sharp items such as keys and jewellery.

Please be aware that environments where there are high concentrations of chemicals in the air, for example from use of low quality paint or corrosive agents, corrosion and damage may occur to the surface of product. Items should therefore not be fitted in such environments, until the high concentration of chemicals in the air have subsided.

You can view our full Maintenance and Care Guide here.