HOW CAN WE HELP YOU?
Here youll find answers to some of the most commonly asked questions to help you get the information you need quickly and easily. Whether you’re looking for product details, need help with an order, or just want to know more about our services, you’ll find it all here.
Choosing the right product
Can you tell me the maximum dimensions for the inner and outer sides of the new Nuki cylinder?
The standard dimensions supplied with a new Nuki Ultra set are a maximum of 67.5 mm for the inner side and 55 mm for the outer side. For the Nuki Pro, the maximum dimensions are 57 mm for the inner side and 42 mm for the outer side. For longer lengths, you can order extension parts in our webshop.
For my door, I need a cylinder with dimensions of 80 by 110. Can I order this from you?
Yes, you can order the correct size in our webshop under extension parts.
The cylinder supplied with the Nuki Ultra only works up to a center/outer length of 55 mm. My cylinder measures 60/45 mm. Is there a solution for this case?
If you have a black card, it will be 62-47. If you have a white card, it will be 60-45. In this case, these parts are included in your standard Nuki set.
I see that I have to configure the inner and outer dimensions of my lock on your website, which seems odd if it’s a universal cylinder. Can you clarify this?
Our cylinders are universal and modular. By adding extension parts, you can extend the cylinder to the desired size.
When purchasing a keyed-alike Nuki Standard cylinder, is only the cylinder included or are matching spare keys also included?
Keys can be selected as an optional extra in our webshop. When reordering cylinders, they are not included by default.
I have purchased two Nuki Ultra locks and received two universal cylinders, however they each have their own key. Can I have them made keyed alike?
You can send the cylinders to us including both keys and certificates. We will destroy one certificate and make the other cylinders operate on the same code (keyed alike).
I purchased an M&C cylinder with an electronic locking system via Nuki and I only have 3 keys. How can I order additional keys?
You can order additional keys via our webshop.
For the Nuki cylinder, if I order 3 of them, will they all be keyed alike? Will I also receive 9 keyed-alike keys?
If you reorder from us, the cylinders will be keyed alike. Reorders do not include keys by default. You need to order these separately via our webshop.
I was referred by Nuki for purchasing three keyed-alike cylinders for Nuki Smart Locks. Can you provide complete systems (cylinder + smart locks) or do I need to buy the components separately (from you and from Nuki)?
Please contact an M&C dealer near you for this. See this link: https://m-c.eu/verkooppunten
I have their Nuki universal cylinder with a Nuki Pro 3.0. My purchased Nuki Pro 5.0 does not fit on the Nuki universal cylinder. Can I order a standard cylinder and use it with a key for the Nuki Pro 5.0?
Please contact an M&C dealer near you for this. See this link: https://m-c.eu/verkooppunten
Which M&C series is the Nuki universal cylinder comparable to?
It is comparable to the M&C Minos.
Do you offer other series that also fit the Nuki Ultra?
Please contact an M&C dealer near you for this. See this link: https://m-c.eu/verkooppunten
I ordered the Nuki Ultra Lock yesterday. Do I have to wait for its delivery before I can order the cylinder from you?
Yes, you can only order from us in the webshop using the security card you receive with your Nuki order.
Ordering, shipping and delivery
I placed an order but did not receive a confirmation
Contact us by email; see our website for contact details
Could you give me an estimated delivery date?
The average delivery time within Europe is approximately 7 days.
According to the track and trace, my order should have been delivered, but this is not the case. What can I do now?
Please contact us by email. See our website for contact details.
I wanted to purchase a new lock including a cylinder from Nuki, but it is out of stock. Can I order this new set from M&C?
No, this cannot be ordered from M&C. We only handle reorders. You will need to wait until the product is available again at Nuki.
I have placed an order in the webshop but have not yet received a track and trace. What should I do now?
Please contact us by email. See our website for contact details.
I have a question about my order and/or delivery.
Please contact us by email. See our website for contact details.
Returns and refunds
Can I return my order?
As long as it is within 30 days, this is possible, but with the exclusion of custom-made items. Return rights apply only to standard products, not to specially made keys and cylinders.
The yellow ball in the key is loose
Contact us and include a photo of the key. The email address is nuki@m-c.eu.
Product service information
Can I create a master key system?
No, this is not possible. Please contact an M&C dealer for available options.
Will my reorder work with my current set?
Yes, we will make it keyed alike using your code so it matches your current Nuki set.
When purchasing a keyed-alike Nuki Standard cylinder, is only the cylinder included or are matching spare keys also included?
For cylinder reorders, keys are not included by default. You need to order them separately via the webshop.
I want to purchase extension parts for the Nuki universal cylinder in preparation for the release of the Nuki Ultra. Can I order them now?
You can only purchase parts upon presenting a Nuki certificate.
I wanted to purchase a new lock including a cylinder from Nuki, but it is out of stock. Can I order this new set from M&C?
No, this cannot be ordered from M&C. We only handle reorders. You need to wait until the product is available again from Nuki.
Is it possible to order multiple cylinders with the same keys?
You can reorder these in our webshop. Using the certificate, we will make them keyed alike.
Is it possible to order multiple cylinders with the same keys?
You can reorder these in our webshop. Using the certificate, we will make them keyed alike.
Can I order a mailbox lock that is keyed alike with my Nuki set?
Yes, this is possible. See the mailbox lock module in our webshop.
I currently have cylinders and keys all on the same black certificate code for the Nuki Pro. Can I use the cylinders/keys with the new Nuki Ultra?
No, this is not possible. The old cylinders are 32 mm and the new ones are 30 mm. The keys also have a different size. The Nuki Ultra has a different adapter than the Nuki Pro.
For the Nuki cylinder, if I order 3 of them, will they all be keyed alike? Will I also receive 9 keyed-alike keys?
If you reorder from us, the cylinders will be keyed alike. Reorders do not include keys by default; you need to order these separately.
I see that I have to configure the inner and outer dimensions of my lock on your website, which seems odd if it’s a universal cylinder. Can you clarify this?
Our cylinders are universal and modular. By adding extension parts, you can extend the cylinder to the desired size. That is why we call it a universal cylinder.
The cylinder supplied with the Nuki Ultra only works up to a center/external length of 55 mm. My cylinder measures 60/45 mm. Is there a solution for this?
If you have a black card, it will be 57-47. If you have a white card, it will be 60-45. In this case, these parts are included in your standard Nuki set.
For my door, I need a cylinder with a size of 80 by 110. Can I order this from you?
Yes, you can order the correct size in our webshop under extension parts.
Can you tell me the maximum dimensions for the inner and outer sides of the Nuki Ultra cylinder?
Standardly supplied with a new Nuki set, the inner side is a maximum of 82.5 mm and the outer side is a maximum of 110 mm.
Our door and lock are very narrow. For this, we had to shorten the metal pin. To transfer the lock to a standard PVC door, the metal pin is now too short. However, the pin cannot be reordered on the website. Is there any other way to obtain a new pin?
This is a part that we do not have in our assortment.
How can I get a lower bridge of 60 or 65 mm?
You can order the bridge in our webshop under extension parts.
I purchased a series of M&C Move cylinders with the option to install a Nuki Smart Lock Pro. It turns out that the key for the M&C Move is 2 mm too long for the Smart Lock Pro (5th gen). Can a custom key be provided with a smaller head?
Please contact us by email.
Do you have an information sheet for my insurance?
Please contact us by email.
Technical Support
When purchasing a keyed-alike Nuki Standard cylinder, is only the cylinder included or are matching spare keys included as well?
1 cylinder and no keys; these must be ordered separately.
Is it possible to order multiple cylinders with the same keys?
You can reorder these in our webshop; using the certificate, we will make them keyed alike.
I currently have cylinders and keys all on the same black certificate code for the Nuki Pro. Can I use the cylinders/keys with the new Nuki Ultra?
No, this is not possible. The old cylinders are 32 mm and the new ones are 30 mm. The keys also have different dimensions. The Nuki Ultra has a different adapter than the Nuki Pro.
Can I have the key made at a local M&C dealer?
No, these keys can only be ordered through our webshop.
I have a problem with your cylinder that caused a malfunction in the Nuki motor. What should I do?
Please contact us by email. See our website for contact details.
I would like to order the universal cylinder for Nuki, but I see that I have to configure the inner and outer dimensions of my lock on your website, which seems odd if it’s a universal cylinder. Can you clarify this?
Our cylinders are universal and modular. By adding extension parts, you can extend the cylinder to the desired size.
Is it correct that the cylinder supplied with the Nuki Ultra only works up to a center/external length of 55 mm? My cylinder measures 60/45 mm. Is there a solution for this?
If you have a black card, it will be 62-47. If you have a white card, it will be 60-45. In this case, these parts are included in your standard Nuki set.
For my door, I need a cylinder with a size of 80 by 110. Can I order this from you?
Yes, you can. Check the inner and outer dimensions of the cylinder in our webshop.
Can you tell me the maximum dimensions for the inner and outer sides of the new Nuki cylinder?
Standardly supplied with a new Nuki set, the inner side is a maximum of 67.5 mm and the outer side a maximum of 55 mm. Extensions can be ordered via our webshop.
I have lost my certificate. What should I do?
Please contact us by email and provide your original Nuki invoice. Please send the key to M&C after contacting us by email.
Can I order the hexagon screw (connection part of the old Nuki) for Nuki gen 1-4?
Yes, you can order it in our webshop. This item is listed under spare parts.
Currently, I can only pay with a credit card or iDEAL, but I have neither.
iDEAL is only for Dutch customers. You can pay with your credit card or via Apple Pay or Google Pay.
Can I add a VAT number?
Yes, please enter it in the relevant field when filling in your correct address details, etc.
Our door and lock are very narrow. For this, we had to shorten the metal pin. To transfer the lock to a standard PVC door, the metal pin is now too short. However, the pin cannot be reordered on the website. Is there any other way to obtain a new pin?
This is a part we do not have in our assortment. You can order a new universal cylinder in our webshop.
The Nuki installation instructions recommend installing the Ultra lock as close as possible to the door rosette. Can I order extension I (2 mm)?
This is a part we do not have in our assortment.
Can the universal cylinder be converted into a half cylinder?
No, that is not possible.
Can the key also be removed in the vertical position?
No, this is currently not possible. The key can only be removed from the lock in the horizontal position.
Do all cylinders have a panic function?
Yes, all our cylinders do. Even if a key is inserted on one side of the lock, the lock can still be opened with a key.
The key does not work.
Please contact us by email. See our website for contact details.