Customer Service Help
Coronavirus: Orders are currently being dispatched on time but couriers may take longer to get to you due to issues surrounding Coronavirus. Delivery times quoted cannot be guaranteed. Hermes are currently delivering between 1 and 5 working days. If you leave your mobile number on your order you will receive a text regarding a two hour delivery slot on the morning of delivery.
When will I receive my parcel?
It will depend on the delivery service you selected.
Delivery by Hermes is 1-3 working days (currently extended to 1-5 working days due to Covid-19 restrictions). You will receive a 2 hour delivery window on email on the day of delivery and a text confirming the same if you left a mobile telephone number on your order details.
Delivery by DPD will be next working day if ordered before 3:00pm (currently 2pm due to Covid-19 restrictions) 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.
Hermes: you can rearrange delivery to a neighbour that can accept the parcel via the email you will have received. Hermes will attempt delivery on 3 consecutive days before returning the parcel to us.
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.
Can I have the parcel delivered to a different address?
Yes you can and this can be done when checking out through the website. Many customers have their parcels delivered to their work place.
Customers from selected European countries can now order through the website selecting the special delivery option during checkout. Unfortunately we cannot send items out of the European Union.
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 help to try the transaction again. 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 email support line is open until 8:00pm, 7 days a week.
I am having trouble finding a replacement product on your website.
If you are having difficulties finding what you need or can't find a like for like replacement on our website then send us an email at Technical Support and we will be happy to help you. If you can send a picture with the email this will help the process but be sure to minimise the file size wherever possible.
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 personal information will be stored?
We keep all the information received from you when placing an order through our website with exception to any payment card information. We will use this information to get in touch with you about your order and any queries and will also send you information from time to time regarding newsletters and special offers. You can opt out of any marketing information when placing an order or from within your account.
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.
I have recieved a faulty item.
If this is the case then please email Customer Services with your order number and details of the fault.
I have recieved an incorrect item on my order.
If so then please contact customer services via email Customer Services to arrange a replacement.
How do I return an existing item?
To return a product you must email Customer Services with your order number and it must be within the 28 days from order date. You can also log in to your account and administer a return request. We will get back to you swiftly with the instructions needed.