Shipping & Delivery Policy

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

We currently offer shipping to eligible delivery addresses throughout the United Kingdom.

All orders are delivered directly to the customer's designated delivery address.

Please ensure that your delivery address, postcode, and contact information are accurate when placing your order.

We do not currently advertise international shipping outside the United Kingdom.

We offer FREE standard shipping on all orders within the United Kingdom.

• Shipping Cost: £0.00
• Minimum Order Value: None
• Maximum Order Value: No restriction for standard free shipping
• Shipping Method: Standard delivery
• Delivery Destination: Customer's address

There are no standard shipping charges, regardless of the total order value.

Any optional services or charges, if applicable, will be clearly disclosed before checkout.

Our daily order cut-off time is:

12:00 AM (Midnight) GMT — London Time

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

Orders placed after the applicable cut-off are counted from the next eligible business-day processing cycle.

Orders placed on weekends or public holidays enter the next available business-day processing cycle.

Our standard order handling time is:

3 Business Days

• Minimum Handling Time: 3 business days
• Maximum Handling Time: 3 business days
• Processing Days: Monday to Friday
• Weekends: Excluded
• Public Holidays: Excluded

During this period, orders are prepared, checked, packaged, and made ready for dispatch.

Order handling time does not include the time required by the delivery carrier to transport the shipment.

Once an order has been dispatched, the estimated shipping transit time is:

2–4 Business Days

• Minimum Transit Time: 2 business days
• Maximum Transit Time: 4 business days
• Shipping Days: Monday to Friday
• Delivery Region: United Kingdom

Transit times may vary due to carrier operations, adverse weather, public holidays, or circumstances beyond our reasonable control.

Our estimated total delivery timeframe is:

5–7 Business Days

3 business days

2–4 business days

5–7 business days

Delivery estimates begin from the applicable order processing cycle and are not guaranteed arrival dates.

If an order is expected to take longer than the stated timeframe, we will provide updated information when available.

Your statutory delivery rights remain unaffected by these estimates.

After successfully placing an order, you will receive an order confirmation at the email address provided during checkout.

Your confirmation will contain relevant order details, such as:

• Order number
• Purchased products
• Order total in GBP (£)
• Billing and delivery information
• Selected shipping method

Please review the confirmation and contact us promptly if any details are incorrect.

When your order has been dispatched, we will provide a shipping confirmation with tracking information where available.

• Carrier name
• Tracking number
• Tracking link
• Shipment status
• Estimated delivery information

You can monitor your order through our Track Your Order page or by using the tracking link provided.

If you need help locating your shipment, please contact info@thehandlefactory.uk.

Some of our products, including fireplaces, generators, water heaters, saunas, furnaces, and boilers, may require additional delivery arrangements due to their dimensions, weight, or handling requirements.

Where special arrangements are necessary, we will communicate the relevant delivery instructions.

Customers should ensure that the delivery location is reasonably accessible and suitable for receiving the ordered product.

Unless explicitly stated in the product listing or agreed separately, standard delivery does not include installation, assembly, or removal of existing equipment.

Any delivery restrictions or additional services must be disclosed before the customer completes their purchase.

Customers are responsible for providing accurate delivery information during checkout.

If you discover an error in your delivery address, please contact us immediately at info@thehandlefactory.uk.

We will attempt to update the address before dispatch where possible.

Once an order has been handed to the carrier, address changes may not be possible.

If an incorrect address results in a failed delivery, please contact our support team to discuss the available options.

Although we aim to deliver orders within 5–7 business days, unexpected circumstances may occasionally cause delays.

• Carrier disruptions
• Severe weather conditions
• Public holidays
• Transport interruptions
• Unexpected logistical issues

If your order is delayed, please contact our customer support team with your order number.

We will investigate the shipment and provide available updates.

Under applicable UK consumer law, goods must generally be delivered without undue delay and within 30 days unless a different delivery period has been agreed. Your statutory rights regarding late delivery remain unaffected.

If tracking indicates that your package has been delivered but you have not received it, please contact us.

• Your order number
• Your full name
• Your delivery address
• Any relevant tracking information

We will review the delivery status and liaise with the carrier where appropriate.

Where goods have not been delivered to you or a person you authorised to receive them, we will provide an appropriate resolution in accordance with applicable UK consumer law.

If your order arrives damaged, please contact us as soon as reasonably possible.

• Your order number
• The product name
• A description of the damage
• Photographs of the product or packaging, if available

Our team will review the issue and advise you on the next steps.

Depending on the circumstances and your statutory rights, an appropriate remedy may include a replacement, repair, or refund.

Reporting damage promptly helps us investigate carrier-related issues, but does not limit your statutory consumer rights.

If your order contains multiple products, they may occasionally be dispatched in separate packages.

Where this occurs, tracking information may be provided for each shipment.

Split shipments do not result in additional standard shipping charges.

If part of your order is missing, please contact us so we can investigate.

If a delivery cannot be completed because the recipient is unavailable, the carrier may provide instructions for redelivery or another suitable arrangement.

Please follow any legitimate delivery notifications provided by the carrier.

If you experience difficulties arranging delivery, contact our customer support team.

Any additional charges or arrangements will be handled in accordance with applicable law and the terms disclosed at checkout.

If you wish to cancel an order before it has been dispatched, please contact us promptly.

Include your order number and cancellation request.

We will review the order status and assist with cancellation.

If the order has already been dispatched, your applicable statutory cancellation rights and our Returns & Refunds Policy will continue to apply.

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

• Returns accepted for defective and non-defective products
• Exchanges accepted
• Standard non-defective returns for products in new condition
• Returns by post
• Free prepaid return label included in the package
• No restocking fees
• Refund processing within 10 days, subject to applicable statutory requirements

For complete details, please review our Returns & Refunds Policy.

If you have questions about shipping, order processing, tracking, or delivery, please contact us.

Operated by THE HANDLE FACTORY LTD

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

When contacting us about an existing order, please include your order number to help us locate the relevant information.

We may update this Shipping & Delivery Policy to reflect operational changes, delivery arrangements, or applicable legal requirements.

Any updates will be published on this page with a revised effective date.

Changes will not retrospectively remove rights or contractual commitments applicable to orders already placed.

The Handle Factory — Shipping & Delivery Policy