Terms and Conditions
Please use the contact us icon at the top of the page to send us your enquiry, we aim to answer all enquiries within 2-3 hours, but please allow up to a maximum of 24 hours for a reply Monday to Friday.
Placing Your Order
Special Orders Only:
Products that are special order items such as the new Immix range, can take 1 to 3 weeks to receive from our suppliers. We do not stock these products and cannot accept any returns. Goods that are purchased in bulk quantities, for example 100 quantity plus per item, will also be classed as a special order, therefore returns cannot be accepted.
Please ensure when placing an order, that your contact and delivery details are correct otherwise there may be a delay in processing your order. If the incorrect region is used, we reserve the right to cancel the order if the correct postage is not paid when requested. If you have entered the incorrect delivery information and our courier cannot deliver, the order can be sent to another address but you will be liable for the additional postage cost. Should the order be returned back to us due to the delivery address not being correct on entry by you the customer, you will have the cost of both the initial delivery fee and return to sender fee of £10 deducted from the order value, any remaining monies will be refunded back onto your original payment method.
Our website is intended for use by adults.
There is no minimum order required. We currently do not operate a 'credit account facility'.
You can purchase products as sample items, but only 1 item per product type. See our Sample Page for full details.
We reserve the right to delay or refuse any order where a transaction contains incomplete details that cannot be verified or where fraud is suspected. We reserve the right to refuse any order.
Please note that there may be slight variations between specific finishes and colours of products.
We reserve the right to alter the pricing of our products without prior notice.
The price stated on our website is the price you pay, no hidden extras.
It is your own responsibility to check your order once received, as errors and shortages cannot be rectified after 3 working days. The managements decision is final.
Any parcel that has been refused by you the customer and then returned back to ourselves will incorporate a charge from the courier. Their charge of £10 will be deducted from any refund due back to you the customer from the returned order refund amount.
All payments made through our secure online payment facility, accept most major debit and credit cards. No sensitive information is held by The Handle Studio Ltd at any time, only your name, address and order details are known to us.
Debit and credit cards accepted on our website are Visa, Visa Debit, Visa Electron, Master card, Maestro and Solo. Our checkout process has been checked and certified to confirm we are safe to take your payments on our website.
If you have been provided with any discount/voucher codes from us, please ensure that the correct code is entered onto the shopping basket page prior to checkout. We have the right to withdraw, change or refuse these codes without prior notice.
Cancellation Rights & Returns
Under the Consumer Contracts Regulations 2013 you have a right to cancel your purchase. However to exercise this right, you must notify us in writing via email or letter within 14 days from the day you receive your goods. No right of cancellation, refund or return exists under the Consumer Contracts (Distance Selling) Regulations 2013, once you have used the product, unless the product is defective and you are returning it for this reason.
Should you need to return your product because it is defective, please state the defect/s when contacting us, you will be provided with a returns authorisation code which should be noted and included with your returns parcel, the return postage in this case will be refunded by The Handle Studio Ltd, up to a maximum amount of £7.99.
It is your own responsibility to check your order once received, as errors and shortages cannot be rectified after 3 working days.
Any goods should be returned in a re-saleable condition, and in its original packaging. Costs for return carriage are payable by the customer unless the product is defective. We recommend using a recorded and insured service as we cannot be responsible for damages or lost deliveries. We will not issue refunds for any items lost or stolen in transit to us. If your returned goods are lost or stolen in transit back to us, you should claim compensation from the company that shipped the return. Please see our Returns Information page for more details.
We will refund the cost of standard or recorded postage incurred if the product was incorrectly sent by us, or where the product has been returned due to a defect, the maximum paid will be £7.99. However, we will not refund any courier, overnight or express element of any delivery or postage charge including Royal mail special delivery. All refunds for goods returned will be processed within 14 days after the items have been returned and checked by us. Postage costs incurred for returning faulty goods shall also be refunded within 14 days of our receiving the goods.
Goods that are not general stock items and have to be ordered in at request can still be returned, but will have a 20% restocking fee applied. Goods must reach us within 28 days of your purchase date if you wish to be refunded, a handling charge of £1.99 per parcel for returns outside the 28 days and within 60 days will be applied per parcel. Goods returned outside of this time will not be refunded.
If you had placed an incorrect order, or you decide that the order is not suitable, you can still return your items however you must comply with the terms as set out on our Returns Information page.
We shall only accept items that are returned within 28 days from the date of purchase. Returns outside this timescale is at the managements discretion and their decision is final. Items that are faulty are covered by a 12 month guarantee and therefore will be accepted back within this time limit. Note however that items to be returned must be done so within 14 days of our being notified of their fault.
Replacement items shall only be released by us, upon receipt of the faulty goods being returned by you.
Should an order be returned to us as 'not called for' or 'not collected' after unsuccessful delivery attempts, the order will be cancelled and a full refund given less the initial delivery charge, or where free delivery was given, then £10 will be deducted to cover the courier charges.
Orders are processed where possible, the same day during office working hours. If stock is available in our warehouse, and your order is placed before 2pm it will be dispatched the same working day. Orders placed after 4pm Monday to Friday will be processed the next working day, weekend orders will be processed the following working day (generally a Monday unless it is a bank holiday, then it will be the Tuesday). Should stock not be in our warehouse at the time of the order being placed and needs to be ordered in from our suppliers, we would expect to dispatch within 48hrs once goods have been received. Any supplier delivery that exceed 48hrs, you will be notified by e-mail or telephone to be advised of any delay and we will aim to provide you with a delivery date.
Please allow 7 working days from date of purchase in which to expect to receive your parcel. The majority of deliveries will take place during the working week ie: Monday to Friday. The courier delivery service provided by DPD Local, uses a 1 to 2 hour window predict service. They will provide you with this on the day of delivery. Please DO NOT EMPLOY ANY TRADESMAN until you are in full receipt of your goods.
See our Delivery Page for prices.
All orders over £79 in value for specific mainland UK postcodes will be delivered free of charge, light parcels up to the weight of 1.5kg will be delivered by Royal Mail 48hr tracked and for parcels over 1.5kg these will be delivered by DPD Local which on the day of delivery will give you a 1 hour window of when your parcel will be delivered. Other UK postcode areas will have free delivery for orders over £129. See our delivery page for more information.
All of our delivery rates are based on weight in grams and kilograms, and also the final destination of the order.
We reserve the right to ship products at a later date (up to 28 days later after purchase) where the product ordered is not in stock at the time of purchase. In this very rare situation, you will be contacted with an estimated delivery date, or offered a full refund instead of delivery of the product.
Delivery is only available to the United Kingdom and Northern Ireland on this website. Unfortunately we are currently unable to deliver to Republic of Ireland due to the requirement of customs duty and VAT charges by the Irish Tax and Customs.
Failure to select the correct area will result in your order being held until the correct payment is made. Should the payment for the area not be made within 7 days from the date of purchase, the order will be cancelled and all monies refunded. Please contact us immediately if you have incorrectly left 'Mainland UK' as your area. Telephone number is 01978 660021.
Please note that on the very rare occasion of adverse weather conditions, road closures/incidents, seasonal holidays, your order may be delayed for longer than the stated period of time. Unfortunately we have no control over this, however we would like to assure customers that everything would be done in our power to get your order delivered to you as quickly as possible.
We cannot be held responsible for any parcel, dispatched by us, and is then lost in transit to you. We will however investigate the matter on your behalf with our couriers, and put a claim in for you. Whilst waiting for the claim to be completed, you can place a new order and purchase the items online should you still wish to have the goods.
We endeavour to respond to all customer complaints within 2 working days. Please refer to our Complaints Page to view our policy.
Please use the contact us icon to send your complaints, and provide us with as much detail as possible to enable us to resolve the matter within a satisfactory timescale. You will be kept informed of the status of your complaint.
Terms & Conditions
These Terms & Conditions set out the entire agreement and understanding between you and The Handle Studio Ltd. We reserve the right to change these Terms & Conditions at any time without giving prior notice to you.
Your statutory rights are unaffected.
All content and images shown on the website and any marketing material are solely for the use of The Handle Studio Ltd, any unauthorized use of content and images will be considered as infringement of copyright and will be reported to appropriate authorities.
The only information we hold is your contact name, delivery address and your order, and is held securely in accordance with the Data Protection Act 1998. We do not hold any credit/debit card or account information.
All our products have a 12 month warranty against manufacturing defects. Any goods returned to us for a warranty claim will be subject to inspection by The Handle Studio Ltd, where we will replace the item/s or refund the costs incurred. Warranty does not cover accidental, deliberate damage, acts of God or damage from incorrect use or any cleaning bleaching products, Warranty does not cover any incorrect purchases of our goods or to cover the costs of any installer charges.
Please note there may be slight variations on the finish of products of different designs.
The decision of The Handle Studio Ltd is final.
The Handle Studio Team.