The house
Write to the workshop
One address reaches the bench. Here is what can be answered from it, and what belongs to our retail partner instead.
Where to write
Letters go to [email protected] and are read on working days by someone who grinds these tools rather than by a desk that forwards them. Put the reference number in the first line if you have one. It saves both of us a round of guessing.
The address on paper
Water Tower Place, 835 North Michigan Avenue, Chicago, IL 60611, United States. That is a workbench address and not a shop front: there is no counter, nothing is laid out to handle, and a parcel sent there reaches no order desk. Payment, delivery and returns all sit with our retail partner. A letter, though, gets read.
What we can answer
- Which reference fits the screw, the lug or the pivot in front of you.
- What changed between two numbers in the same line, and whether the older one still fits.
- Whether a spare blade or tip goes into a handle you already own.
- Anything wrong, missing or contradictory on a page in this catalogue.
What we cannot answer
All four sit with our retail partner, who has the order open in front of them. We do not, and a guess from us would only cost you a day.
- Where a parcel has got to.
- Changing or cancelling an order once it is placed.
- Putting money back on a card.
- The figure you were actually charged at checkout.
How long a reply takes
A question about a movement sometimes waits while someone puts a tool on it and checks. We would rather answer a day late than answer quickly and wrong.