FAQ | Shipping, Returns and Brass Care | Patinaty
Find quick answers about ordering, shipping, returns and caring for your solid brass fixtures. If your question is not covered here, please contact us.
Orders and Shipping
What payment methods do you accept?
We accept major credit cards, PayPal and Shop Pay via secure Shopify checkout.
How long will it take to receive my order?
Faucets and accessories are typically processed in 1 to 2 business days. Once shipped, delivery to the United States typically takes 3 to 8 business days by express courier (DHL or FedEx). Shipping is free on every order. See our Shipping Policy for details.
Will I have to pay customs duties or import taxes?
No. Orders to the United States ship DDP (Delivered Duty Paid), which means all US import duties and taxes are prepaid. There is nothing to pay on delivery.
How do I track my order?
A tracking number is emailed to you as soon as your order ships. You can follow it on the DHL or FedEx website. Our Track Your Order page explains each step.
Can I cancel or change my order?
Orders can be canceled within 24 hours of purchase. Email us as soon as possible with your order number. After 24 hours your order may already be in production or on its way.
Returns and Warranty
What is your return policy?
You can return unused, uninstalled items in their original packaging within 30 days. Please contact us before sending anything back so we can give you return instructions. Full terms are in our Refund Policy.
What if my item arrives damaged or defective?
Report it within 7 days of delivery by email, with your order number and photos of the item and packaging. For defective or damaged items, we cover the return shipping.
Do your fixtures have a warranty?
Yes. Our fixtures are covered for up to 5 years against manufacturing defects. The warranty does not cover misuse, accidents or normal patina changes. Read the full terms on our Warranty and Product Support page.
Products and Finishes
Are your fixtures solid brass or plated?
Our fixtures are made of solid brass, handcrafted by skilled artisans in Morocco. They are not plated over a different base metal. Our Polished Nickel finish is a nickel surface applied over a solid brass body.
What is patina, and will my fixture change color?
Patina is the natural color change that happens when unlacquered brass reacts with air, water and touch. Your Unlacquered Brass fixture will gradually move from bright gold toward warmer, deeper tones. This is expected and is not a defect. Learn more in What Is Patina?
Which finish should I choose?
Choose Unlacquered Brass for a living finish that ages, Antique Copper for a darker, rustic look, or Polished Nickel for a bright, stable finish. Our Finishes Guide compares them side by side.
How do I know a fixture will fit my sink or vanity?
Check the dimensions and specifications on each product page and compare them with your sink, countertop and plumbing. Our Measurements and Compatibility guide explains what to measure. If you are unsure, contact us before ordering.
Installation and Care
Do I need a plumber to install my fixture?
We recommend installation by a licensed plumber, who can confirm compatibility with your supply lines and make sure the work meets local plumbing code. See our Installation Planning Guide.
Are replacement handles and parts available?
Some parts are sold separately, such as lever handles with cartridge and cross handles with cartridge. For other parts, see Replacement Parts and Support or contact us with your order number.
How should I clean my fixtures?
Wipe with a soft cloth, warm water and a little mild soap, then dry. Avoid abrasive pads and harsh chemicals. Our care guide covers each finish in detail.