Customer Service Help

Royal Mail Update:

Forthcoming strike action days are planned for Thursday 13th October, Thursday 20th October, Tuesday 25th October and Monday 28th November. Please order in advance as best you can and during these times we will of course be implimenting contingency plans. Further details will follow nearer the time. For more details please visit the Royal Mail Help Page.

Delivery Q&A

Ordering Q&A

When will I receive my parcel?

It will depend on the delivery service you selected.

Delivery by Royal Mail is selectable from the website as next day or 2-4 day delivery. The cut-off is 2pm each day for dispatch. If you order after 2pm your order will not be dispatched until the following day. You will receive a notification on the day of delivery by text confirming delivery, if you left a mobile telephone number on your order details. Royal Mail are delivering 7 days a week for us but we only dispatch Monday to Friday.

Delivery by DPD will be next working day if ordered before 2:00pm excluding weekends and bank holidays. DPD will send you an email with a one hour time slot for delivery on the morning of expected delivery.

What happens if I cannot be in to accept the parcel.

Royal Mail: you can update  your preferences on the Royal Mail website using the tracking number sent to you in your shipment email. Delivery to a neighbour or a safe place etc can be changed. Your text from Royal Mail on the day of delivery will also give you the link to change your preferences as well.

DPD: once you receive an email from DPD you can select from several options to have the parcel delivered safe or to a parcel shop. Downloading their app will give you even more control over the options.

Do you deliver Internationally?

We are not sending outside of the UK at this current time. This may change in the near future.

My payment has been declined.

If your payment has been declined this may be due to your bank, but feel free to give us a call and we will try and help. The website also allows you to retry the transaction online without having to re-input the order details to your cart.

Can I change my order?

Internet orders cannot be changed as we do not have access to card details.

I am having general problems accessing or buying from your website.

All you need to do is give us a quick call or email and we will be more than happy to help. Our responsive email support is available 7 days a week.

Do I need to register to shop at Handlestore.com?

No, you do not need to register to place an order with us although it would be useful as you will have access to your order information, special offers and contact information (no card information is stored).

What is 'Mastercard Securecode' and 'Visa 3D secure'?

Mastercard and Visa cards have an added form of protection when ordering online and requires you to initially set up and use a password each time you order online to authenticate the transaction. HandleStore have signed up to the use of SecureCode and 3D-Secure through its online website and so you will be required to use your password. Passwords are never shared with us or any retailer.

Is it safe to order online?

There are many measures in place as you would expect from a top online retailer. You can learn more by visiting our Website Security page.

General Q&A

After Sales Q&A

Do you have a collection service?

We don't currently offer a collection service, sorry. Everything is sent by couriers from both warehouses.

Are you a legitimate business?

Yes we are a 'bricks and mortar' business and have been since our inception in 2004 as a partnership, and in 2010 we were registered at Companies House (07411933) as a Limited company. Our head office is based at 18 Empire Close, Empire Industrial Park, Aldridge, Walsall, West Midlands, WS9 8UQ and our distribution warehouse is 7 Central Park, Progress Drive, Cannock, Staffordshire, WS11 0JF. We stock all the products we sell through our websites, and we feel this is important to do so.

Do you take orders by phone?

No we are not taking orders by telephone. Following a review of the high risk of fraud and the consequent implications impressed by credit card companies we have decided not to continue with telephone orders. Everything can be ordered via the website.

How can I contact you?

If you wish to discuss your order or require general help please use our email service via the Contact Us page at the foot of the website. Enquiries are always handled rapidly. You can also call us on 01922 453232 for any other pre-sales enquiries.

What are your opening hours?

We are open Monday to Friday from 9am to 4pm except Bank Holidays. The website is available for ordering 24/7.

My goods appear faulty?

In the first instance please send an email to Customer Support along with any evidence such as a picture. This helps to get to the resolution much quicker.

Can I return special order items?

We can only replace special order items if they are faulty. Otherwise we regret that such products cannot be returned. Please see our terms and conditions Section 6 and for the items and services we class as Special Order.

What is your returns policy?

We have a 28 day returns policy for everything we sell apart from Special Order items. That is 28 days from the date of sale and items must be back with us within this time frame. You do not need to give us a reason.