Order Help Centre

How do I place an order?

Shopping at The Handle Factory is straightforward.

1. Visit https://thehandlefactory.uk.

2. Browse our product categories.

3. Select the product you wish to purchase.

4. Review its specifications, price, and availability.

5. Add the item to your basket.

6. Proceed to checkout.

7. Enter your billing and delivery information.

8. Select an available payment method.

9. Review your order and complete your purchase.

Once your order has been successfully placed, an order confirmation will be sent to the email address provided during checkout.

What products can I order?

We offer products across the following categories:

• Wood Stove Accessories
• Fireplaces
• Generators
• Water Heaters
• Saunas
• Furnaces & Boilers

Product specifications, available options, and pricing are displayed on individual product pages.

How will I know if my order was successful?

After completing checkout, you should receive an order confirmation email containing:

• Your order number
• Purchased products
• Order total in GBP (£)
• Billing information
• Delivery address
• Payment confirmation details

Please keep your order number for future reference.

I haven't received my confirmation email. What should I do?

If you haven't received your confirmation email:

1. Check your spam or junk folder.

2. Confirm that you entered the correct email address.

3. Check whether your payment was completed.

4. Contact our support team if you still cannot locate the confirmation.

Please avoid placing a duplicate order until you have confirmed the status of your original purchase.

How long does it take to process an order?

Our standard order handling time is 3 business days.

Orders are processed Monday to Friday, excluding applicable public holidays.

Orders placed outside the applicable processing cycle are handled during the next eligible business-day cycle.

What does "Processing" mean?

An order marked as processing generally means that payment has been received and the order is being prepared for dispatch.

During this stage, we may be verifying order details, preparing the product, or arranging shipment.

What does "Completed" mean?

An order marked as completed generally means that the order has been fulfilled in our system.

Depending on the order management system, this status may not necessarily mean that the carrier has delivered the parcel.

Please refer to your shipment tracking information for delivery updates.

Do you offer free shipping?

Yes. We offer free standard shipping on all eligible orders throughout the United Kingdom.

• Shipping Cost: £0.00
• Minimum Order Value: None
• Delivery Destination: Customer's address

How long does delivery take?

Our estimated delivery timeframe is 5–7 business days.

3 business days

2–4 business days

5–7 business days

Business days are Monday to Friday, excluding applicable public holidays.

Delivery estimates are not guaranteed arrival dates.

How can I track my order?

Once tracking information is available, you can follow the tracking details provided in your shipping confirmation.

You can also visit our Track Your Order page.

If you need assistance, email info@thehandlefactory.uk with your order number.

My order is delayed. What should I do?

If your order has not arrived within the estimated delivery period:

1. Check your latest tracking information.

2. Review any carrier notifications.

3. Contact our support team with your order number.

We will investigate the shipment and provide available updates.

Your statutory delivery rights remain unaffected.

Can I change my delivery address?

If your order has not yet been dispatched, we may be able to update your delivery address.

Contact us as soon as possible at info@thehandlefactory.uk.

• Your order number
• Your full name
• Your current delivery address
• Your requested new delivery address

Once the order has been dispatched, address changes may not be possible.

Can I change the product I ordered?

If you selected the wrong product, size, model, or variation, contact us promptly.

We will review whether the order can be amended before dispatch.

If a change is not possible, cancellation and a new order may be required.

Can I cancel my order?

Yes. You can request cancellation by contacting our customer support team.

Please include your order number and a clear cancellation request.

We aim to accommodate cancellations before dispatch.

If your order has already been dispatched, applicable statutory cancellation rights and our voluntary return policy may still apply.

Are there cancellation fees?

No. We do not charge order cancellation fees for eligible cancellations.

For complete information, please review our Order Cancellation Policy.

What is your return policy?

We offer a 30-day return window for eligible products.

• Returns accepted for defective and non-defective products
• Exchanges accepted
• New-condition requirement for standard non-defective returns
• Returns by post
• Free prepaid return label included in the package
• No restocking fees
• Refund processing target within 10 days

Your statutory consumer rights remain unaffected.

How do I request a return?

1. Email info@thehandlefactory.uk.

2. Include your order number.

3. Explain the reason for your return.

4. Follow the return instructions provided by our team.

5. Use the free prepaid return label included in your package.

For large or heavy products, contact us before arranging transport.

How long does a refund take?

Our standard refund processing target is within 10 calendar days after receiving and assessing the return, where applicable.

We will comply with any earlier or otherwise applicable statutory refund deadlines.

Refunds are generally issued to the original payment method.

Can I exchange a product?

Yes. We accept exchanges for eligible products.

Contact us with your order number and the details of the requested exchange.

Exchanges are subject to product availability and applicable consumer rights.

My product arrived damaged. What should I do?

If your order arrives damaged, please contact our customer support team.

• Order number
• Product name
• Description of the damage
• Photographs, if available

We will review the issue and arrange an appropriate resolution in accordance with applicable UK consumer law.

I received the wrong product. What should I do?

If you receive an incorrect item, contact info@thehandlefactory.uk.

Please provide your order number and a description of the item received.

We will investigate and arrange an appropriate remedy.

My order is missing an item. What should I do?

Some orders may be delivered in separate packages.

Check your shipping confirmation and tracking information for additional shipments.

If you believe an item is missing, contact our support team with your order number and the missing product details.

Do your products come with a warranty?

Warranty coverage depends on the product and manufacturer.

Where applicable, warranty information will be provided in the product listing or accompanying documentation.

Your statutory consumer rights apply independently of any manufacturer's warranty.

What if my product develops a fault?

If your product develops a fault, please contact us with:

• Order number
• Product name and model
• Description of the issue
• Relevant photographs, if available

We will review the issue and advise you on the appropriate next steps.

Do you provide installation services?

Installation is not included in standard product delivery unless explicitly stated in the relevant product listing or agreed separately.

Products involving gas, electrical systems, combustion appliances, or other safety-critical installations should be installed by appropriately qualified professionals in accordance with applicable UK regulations.

What currency do you accept?

All prices are displayed in British Pounds Sterling (GBP, £).

What payment methods are available?

The payment methods accepted for your purchase will be displayed at checkout.

For further information, visit our Payment Methods page.

My payment failed. What should I do?

1. Check that your payment details are correct.

2. Confirm that your payment method has sufficient available funds.

3. Check whether your bank requires additional authorisation.

4. Try another available payment method if appropriate.

5. Contact customer support if the problem continues.

Please do not email full card numbers, security codes, or passwords.

I entered the wrong email address.

Contact us with your order number and correct email address so we can review your request.

My tracking information has not updated.

Carrier tracking updates may take time to appear. If tracking remains unchanged or the estimated delivery period has passed, please contact us.

I need a copy of my order confirmation.

Contact our support team with your order number and the email address used at checkout.

I want to return a large appliance.

Contact us before arranging transportation. We will provide appropriate return instructions and help coordinate a suitable return method.

I need help choosing a compatible accessory.

Provide the product brand, model number, and relevant specifications. Our team can assist with available product information.

If you need assistance with your order, our customer support team is available through the following contact details.

Operated by THE HANDLE FACTORY LTD

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

For faster assistance, please include your order number and a clear description of your enquiry.

• Contact Us
• Frequently Asked Questions
• Shipping & Delivery Policy
• Returns & Refunds Policy
• Order Cancellation Policy
• Track Your Order
• Payment Methods
• Warranty & Product Support
• Terms & Conditions
• Privacy Policy

The Handle Factory — Order Help Centre