FAQ
Find the answers to your questions about our sustainable metalwork products and metalworking services in the FAQ below, or get in touch – we’d love to hear from you!
01286 882199
FAQ
I've got an idea for some metalwork but I'm not sure about some things, can you help?
Absolutely! We are specialists in working from just a description or a basic sketch to make finished items and our friendly “Idea-to-Item” metalwork service is perfect for you.
Through our “Idea-to-Item” metalwork service we work with you every step of the way to develop your idea into a finished piece of metalwork. The service includes a free initial discussion and estimate, expert advice on how best to design and make your metalwork so it’s perfect for your project and budget, technical support on what metals and other materials to use, and what surface coatings you might need.
You’re more than welcome to contact us now to discuss your ideas, even if you’re not quite sure what you need!
What’s the difference between “personalised” and “custom” metalwork?
Personalised metalwork is where we add your choice of numbers, words or a logo to metalwork that we have already designed. You can choose this metalwork from our shop.
Custom metalwork is unique to you. We design and make it from scratch guided by your ideas and specifications. You can order just one, or as many as you like of your design. Discover how we work with you to design and make your custom metalwork.
You’re more than welcome to contact us now if you still have questions about personalised and custom metalwork.
What personalised or custom metalwork can you make for me?
Personalised and custom metal signs, fire pits, fire pit BBQs, workshop equipment, CNC plasma profiled parts – these are just some of the items we can make for you from your ideas or designs.
You’re more than welcome to contact us to discuss your ideas, even if you’re not quite sure what you need!
How do I get started on my personalised or custom metalwork project?
You can choose an item from our shop to personalise, or start with a clean sheet of paper and commission your own unique metalwork from scratch. From an outline idea you have, to photos or descriptions of some metalwork you’ve seen elsewhere, to sending us your own sketches or drawings, we’re right beside you so you can bring your metal dreams to life.
Find out more about how to do both of these through our “Idea-to-Item” Metalwork service, or contact us now to discuss your ideas, even if you’re not quite sure what you need!
How long will my order take to make?
We make all of our items by hand ourselves and we manufacture many items to order. We aim to complete the manufacture and arrange shipping for most items within 2 working days of receiving your payment for your order.
Please note that personalised, customised or painted items may take longer.
We will not send you anything until your order is complete unless you specifically tell us to.
What payments do you accept for custom orders, click-and-collect, and face-to-face sales?
We accept Visa, Mastercard, American Express, UnionPay, Diners Club International, Discover, GPay and Apple Pay.
We also accept cash on collection, PayPal and BACS.
Please note we do not accept cheques.
We do not collect your payment details, all transactions are securely handled by SumUp and PayPal, our secure payments services providers.
When do I need to pay for my custom order?
Depending on the size of your order we invoice for either full or part payment before we start work. On larger orders we can arrange stage payments.
Receipt of payment or part payment to our bank confirms your order details including your agreed design.
What payments do you accept in your online shop?
We accept all major credit and debit cards including Visa, Mastercard, Maestro and American Express.
We also accept PayPal and BACS.
We do not collect your payment details, all web shop transactions are securely handled by SumUp and PayPal, our secure payments services providers.
Do I need to set up an account to buy from you?
No. If you’re a website customer you can check out as a guest, and if you’re a custom order customer all we need is your correspondence address and delivery address if that’s different.
If you would like to set up an account please contact us.
Do you collect my card or payment details?
No. All transactions are securely handled by SumUp, PayPal and our bank (if paying by BACS), our secure payments services providers.
Is your website secure?
Connections to our website are secure. Information such as passwords that you send to the site and information that you receive from it are private. We use https (SSL/TLS) certified by cPanel, Inc. Certification Authority.
You can check this certificate is valid by clicking on the padlock in the address bar next to the web page url in your browser.
Are you VAT registered?
Yes we are, our VAT number is GB388 9787 94. If you have a question about the VAT on your invoice please get in touch, we’d be only too happy to talk it through with you.
How sustainable and ethical are you?
We aim to make our lovely products and our lovely business completely environmentally and socially responsible. To achieve this we routinely and systematically inspect every aspect of our business in the light of environmental and sustainability principles.
Find out more in our full sustainability statement, including how to let us know how we can improve our sustainability.
Where are Ravens' Way Metalwork's products made?
We proudly design and make all our metalwork in our own workshops in Snowdonia, North West Wales, UK.
Do you supply fixings like screws and rawl plugs?
Yes we do. We want to be as sustainable as possible so we’ll check with you if you need any fixings, and if so we’ll make you a fixings kit to suit the surface you’re fixing your metalwork to.
From screws and low plastic “TimberUNO”Rawl plugs to bespoke systems such as hidden brackets for fixing to railings and decorative chains for hanging signs we’ll supply the best quality fixings to make sure your metalwork stays exactly where you want it.
You won’t have to throw away one of those “standard” little plastic bags of fixings, you’ll have everything you need to hand to fix your metalwork when it arrives, and we get to save the planet together. Hooray!
Where's my metalwork?
If you’d like to check progress with your design or order you’re more than welcome to ring us on 01286 882199.
We’re normally open Monday to Friday 10am-6pm excluding bank holidays.
If you’d like to contact us outside of these times you can send us a message.
Can I collect my order from you and save delivery costs?
Yes, of course, and not only that, collection from our workshop is free! Here’s how:
- web shop orders – choose “Collect your order from us for free” in the shipping options when checking out
- custom orders – tell us you want to collect it before we send you your invoice
We will then let you know when your order is ready and agree a collection time with you.
Where do you deliver to?
We routinely deliver to all parts of Great Britain including the Scottish Highlands & Islands and the Isle of Wight. We can send most weights of package to most areas.
Due to courier weight restrictions we are unable to ship single packages over 20kg to some remote locations. If your order is made up of multiple items it may be possible to ship these separately. There may be a surcharge for this which we will inform you of once we have determined that we can fulfil your requirements. Please contact us to discuss your delivery options.
We can also usually arrange delivery of most items to customers in Northern Ireland, the Isle of Man, the Channel Islands, Europe and the rest of the world. Alternatively some of our non-GB customers either collect their orders in person or ask us to send their orders to a GB address for forwarding by friends, family, or a freight forwarder.
If you are outside of Great Britain and wish to buy something from us please contact us to check we can deliver to you before ordering anything or making a payment.
Can I cancel or return my purchase?
Consumers: you can cancel or return your order up to 14 calendar days after the day on which you receive your items unless they are bespoke, made-to-order or personalised.
Businesses: please see our full terms and conditions for further details.
Can I call you?
Of course, we’d love to hear from you! Ring us on 01286 882199 between 10am and 6pm Monday to Friday (excluding bank holidays), or leave a voicemail outside those times.
Can I message you?
Of course, we’d love to hear from you! Here’s how:
When is the latest I can order from you for Christmas 2024?
– Custom and personalised orders by Sunday 1st December
– Standard shop orders by Wednesday 11th December
BUT… the best thing to do is contact us and find out if we can make some Christmas magic happen, because for personalised and custom orders we may still be able to fit your order in, and for standard shop orders we usually have a stock of popular items.
Please note that if your order is large or complicated it may take longer to make than these dates allow for. Again, do contact us to check whether we can complete your order in time.
Call us on 01286 882199
This page was last updated on 2nd January 2024. It is due for review in January 2025.