At what times can I speak to somebody?
Our office is based in the UK and is open Monday to Friday from 9:00am until 5:00pm.
How do I register to buy from you?
As we are a wholesale business, you are required to register your company with us before we are able to process an order. Registration is a simple process. First you complete the online registration form [click here – with a link to registration page?] to provide us with your basic company details such as your company name, delivery address and contact number. Our team will then verify this information with you and make some initial enquiries with you about what it is that you would like to buy. You will then receive a username and password for the website to enable you to browse our prices and further information. At this point you are able to place an order with us.
I am an Interior Designer, can I buy from you?
We do have an Interior Design service and in order to use this service, you must firstly register your Interior Design Company with us which will then be verified by our team. You will not benefit from our trade prices however there is no requirement to meet a minimum order value. For more information about this service, please contact our sales team.
I am a member of the public, can I buy from you?
Our business is strictly wholesale and therefore we do not sell to the general public. If you are looking for a certain item, you can telephone our sales office and a member of our team will guide you towards some of our stockists who may be able to help you.
Do you supply to countries outside of the UK?
Yes, we have been exporting our products for several years now. We attend trade shows in Europe and you can register to buy with us by completing our online registration form. [click here – with a link to registration page?]. Information about delivery costs can be found on our Delivery Information page. [add link to the page]
Do you have staff who speak other languages to English?
At this current time, our office staff do not speak other languages. If you visit us at a trade show in Europe, we always have a translator on the stand with us. If you are able to communicate with us by email, then we will use online translator websites to communicate with you as best that we can. For urgent matters, we are able to arrange for a translator to call you.
Is VAT included in the prices that I see online?
No. If you are buying from within the UK and Northern Ireland, all prices are subject to VAT at current rates where applicable.
If you are buying from outside of the UK but within the European Union, VAT will be charged at current rates where applicable unless you can provide us with a valid VAT number for your company.
If you are buying from outside of the European Union, VAT will be charged at current rates unless we are able to provide proof of export.
What is the minimum order requirement?
If you are buying from within the UK, first orders must meet £350.00 net and all subsequent orders £200 net.
If you are buying from outside of the UK, first orders must meet €500.00 net and all subsequent orders €300.00 net.
How much is delivery?
Within the UK, delivery to all mainland addresses is £12.95 net unless the order is over £350.00 net in which case delivery if free of charge.
Highland, Island and Northern Ireland addresses are subject to a delivery charge of £20.00 net for the first box, followed by £15.00 net for each box thereafter.
International charges vary depending on the country in which you are based and the size of the order.
Full information about delivery charges, including international rates, can be found by visiting our Delivery Information page [add a link to the page].
How long does it take for delivery?
Orders are generally despatched from our warehouse within 24 hours of us acknowledging receipt of payment. This can sometimes be a little longer in peak times of the year such as the spring and autumn when we have just returned from a trade exhibition.
In mainland UK, the service that we use with our carriers is a next working day service. Highlands, Islands and Northern Ireland delivery can take 2 business days and International delivery can be anything from 2-14 business days depending on the country in which you are based. More information about this can be found by visiting our Delivery Information page [add link to the page]
Can you deliver to my exhibition or country show ground?
We always prefer to send goods to a fixed delivery address associated with your business as a signature is required for the delivery. This enables us to deal efficiently with any delivery issues. We have had bad experiences of goods going missing in the past when delivering to show grounds. We would only be willing to send goods to an exhibition or show ground address if you were willing to provide written acceptance of full responsibility for the goods prior to them being despatched from our warehouse.
Which payment methods do you accept?
For orders which are being paid for in £ sterling, we can accept payment by debit/credit card, cheque or bank transfer.
For orders paid for in € euro, we can currently only accept payment by bank transfer.
Do you have a showroom?
Yes – our company is based in Redditch, Worcestershire in the UK. Redditch is accessed via the M42 motorway at Junction 3 and our office is less than 10 minutes drive from the motorway. We welcome you to visit our showroom but ask that this is by appointment only. More information about our showroom and how you can arrange to visit us is available on the ‘Our Showroom’ page [add a link to the page]
Do you supply samples?
We do not currently have colour swatches or sample books that we are able to provide for our products. We would encourage you to visit our stand at a trade exhibition if you wanted to see samples of stock before making an order. If this is not possible then we are able to provide samples of stock providing they are paid for in full and if returned must be in re-saleable condition. In a small number of cases, we may be able to provide a small offcut of a colour. Please contact our sales team if you wish to discuss samples.
How accurate are the colours in your photographs?
We are constantly reviewing and improving our product photography to ensure that colours are as accurate as possible but there are too many variables for us to guarantee that the rugs will arrive exactly the same colour as depicted on your screen. If in doubt, please contact our sales team who can describe the colours as best they can to you, or in small number of cases we may be able to provide an offcut for your reference.
Can I use your photography?
We individually photograph our cowhide rugs in order to allow you to select the exact hides that you receive. Once an order has been completed, we are happy to send on the images of the hides for you to use. This also extends to the other product images on our website. Please be aware that these images are simply of the hides on a plain white background and not part of a room setting.
The lifestyle images that you see on our website were from a professional photoshoot that we did. If you are interested in using some of these images, we ask that you please contact our sales team.
What are the best ways to care for your products?
Information about how to care for our products can be found on the relevant product category pages:
We may add more links for our other products too.
There is a problem with my delivery – what do I do?
Short delivery of goods or goods damaged in transit should be reported to Hanlin within 3 days of the delivery. Any issues with a delivery should be reported with the carrier driver when you sign to accept the delivery. Please brief any staff who handle deliveries on your behalf to be aware of this. If a box arrives with evidence of tampering or damage, please log this with the delivery driver on his device or paperwork before signing. This allows us to work with our carriers to resolve the issue.
What is your returns policy?
If upon delivery goods appear to be faulty you must inform Hanlin within 7 days of receipt of the goods and if upon return are found to be defective to the satisfaction of Hanlin, a credit note will be issued. Please note that we do not replace faulty items. Faulty goods must be returned in order for a credit to be raised and the item(s) returned must have been purchased from us within the last 12 months. Please use the cheapest method of carriage to return the item(s), it is not necessary to insure the goods or request a signature.
Reindeer hides will only be credited if they have our ‘Care Label’ and our Product Code on the back of the hide and the date stamp has not been exceeded by more than 12 months. Please note the amount we credit towards the carriage cost to return Reindeer Hides is limited to £7.00.
If upon delivery you wish to return stock for reasons that do not include faults, you must inform Hanlin within 7 days of the delivery. Upon return, we would issue a credit note for the goods however, we would not be able to contribute towards the carriage costs.
All credit notes are held on your account and deducted from future orders with us. Substantial credit notes can be refunded back to you by bank transfer.