Customer Service

 

 

dylan-the-service-engineer.jpgFAQ’s

ABOUT US

Where is your company based?

Do you have a trade counter?

Do you have a catalogue?

CONTACT US

Can I contact you over the phone?

What email address should I use to contact you?

What is your postal address?

You haven't replied to my query?

 

DELIVERY

How long does delivery take?

How much is delivery?

How do I know if my item has been dispatched?

Can I collect my item from your trade counter?

What courier do you use for deliveries?

Can someone else sign for my delivery?

Can I change the delivery address?

Do you deliver to my country?

What if I'm not home when it's delivered?

PAYMENTS

Is it safe to order on your website?

Which credit cards do you accept?

Can I use a different payment method?

When will my card be charged for my order?

PRODUCTS

Can I get more information on a product?

I can’t find the product I’m looking for?

YOUR ORDER

I'm new, how do I order?

How do I check if an item is in stock?

How do I know if my order was successful?

Can I change/cancel my order?

Where is my order?

You haven't replied to my query?

My order contains a faulty item

You have sent me the wrong item

Can you confirm you have received my return?

Part of my order is missing?

RETURNS

How do I return an item?

What is your returns policy?

How long does it take to process returns?

How long will it be before I get a refund?

How long will it be before I get an exchange?

Who pays for return postage?

Why have you not refunded the delivery charge?

You have refunded me the wrong amount

PRIVACY

What do you do with my personal information?

 

ABOUT US

WHERE IS YOUR COMPANY BASED?

We are a North West Company, based in Bolton. Our postal address is:

Handles & Hinges
Unit J6, The Swan Centre
Higher Swan Lane
Bolton
BL3 3AQ

DO YOU HAVE A TRADE COUNTER?                                                                                         Top of page

Yes, we have a trade counter that customers are welcome to come to.

DO YOU HAVE A CATALOGUE?

We do not currently produce a catalogue, as both our products and stock levels change on a weekly basis. Our products are displayed on this site. Should you be unable to locate the item you require then please e-mail us at office@handlesandhinges.co.uk or call us on +44 (0)1204 652211 and we will advise as to whether we have the item available or if we are able to order it on your behalf.

CONTACT US

CAN I CONTACT YOU OVER THE PHONE?

Yes, please call us on 01204 652211 any time between 8.30am - 4:30pm, Monday – Friday.

WHAT EMAIL ADDRESS SHOULD I USE TO CONTACT YOU?

sales@handlesandhinges.co.uk is the contact to use. This address is dedicated to queries regarding orders and purchases and will allow us to answer your questions as quickly as possible. We aim to answer all emails within 24hrs on a working day.

WHAT IS YOUR POSTAL ADDRESS?

Our postal address is:

Handles & Hinges
Unit J6, The Swan Centre
Higher Swan Lane
Bolton
BL3 3AQ

YOU HAVEN'T REPLIED TO MY QUERY?

We try to respond to any queries as quickly as possible; however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.  Top of page

DELIVERY

HOW LONG DOES DELIVERY TAKE?                                       

We guarantee that item(s) ordered before 2.30pm on weekdays will be dispatched the same day as long as the parts are in stock. If you place your order upon a weekend, then your goods will be dispatched on the next available working day*.

There are two shipping methods available:

Couriers - This is a guaranteed next working day *  delivery service. We use UK Mail for smaller parcels and TNT for long or large items.

Royal Mail - Although Royal Mail state that delivery can take anything up to ten working days; we generally find these orders are received within 1-2 working days for 1st Class, and 3-5 days for 2nd class.

International orders generally take 5-7 days though we can express the order for an additional charge. Please e-mail us atoffice@handlesandhinges.co.uk or call us on +44 (0)1204 652211 for further details.

Disclaimer: In the exceptionally rare case that your next day delivery has been delayed though no fault of our own Handles and Hinges may refund the delivery charges depending on the circumstances. This decision is at the discretion of the management. Due to the fact that even though these services state next day, Handles and Hinges do not guarantee this fact, since the guarantee is held by the shipping company and the actual delivery of this item is out of our hands once it has left the warehouse.

We strongly recommend that you do not book any professional trades people or remove your existing fittings until your goods have been received and checked as we are unable to accept liability for any costs.

 

HOW MUCH IS DELIVERY?

Our basic shipping is by 2nd Class with Royal Mail and prices start from 95 pence. Customers can upgrade their delivery options to 1st Class or Recorded delivery with Royal Mail, or to Courier delivery; the prices vary depending on the size of the order and is automatically calculated online.

We may upgrade delivery to Courier if the items are heavy without any extra cost to you; if you are ordering several items which may be heavy please enter your phone number in case there are any issues with delivery.

The postage for International orders is automatically calculated on line and varies depending on the size and weight of the items ordered. Please feel free to e-mail us for estimated postage prices at office@handlesandhinges.co.uk or call us on +44 (0)1204 652211.

HOW DO I KNOW IF MY ITEM HAS BEEN DISPATCHED?                                                  Top of page

You will receive a dispatch confirmation via email, sent to the email address on your order. Should there be any problem in dispatching your order we will notify you with the reason either via phone or e-mail.

CAN I COLLECT MY ITEM FROM YOUR STORE?

Yes, please contact us beforehand via phone on +44 (0)1204 652211 to arrange an order for store collection.

WHAT COURIER DO YOU USE FOR DELIVERIES?

We use Royal Mail, DPD couriers, UK Mail couriers or TNT couriers to send all our orders.

CAN SOMEONE ELSE SIGN FOR MY DELIVERY?

Royal Mail Special Delivery and both Couriers require somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us.

CAN I CHANGE THE DELIVERY ADDRESS?

On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone may be delivered to either the billing or work address. If the order has already left our office via UK Mail we may be able to amend the address on your behalf but this may incur an additional charge by the courier..

DO YOU DELIVER TO MY COUNTRY?                                                                                 Top of page

We do not have postage prices set up for all countries, if your country is not available on the dropdown list then please contact us atoffice@handlesandhinges.co.uk  or call us on +44 (0)1204 652211 and we’ll work out a delivery price for you.

WHAT IF I'M NOT HOME WHEN IT'S DELIVERED?

If Royal Mail are unable to obtain a signature from somebody at the address or the parcel is too large to fit through the letterbox, then your parcel will be returned to your nearest Royal Mail depot. Royal Mail should leave a card at the delivery address, which will have instructions of re-delivery or collection. UK Mail and TNT will also leave a contact card in the same fashion.

In our experience Royal Mail do not always leave a card; if you item has taken longer than expected it is sometimes worth calling your local collections office to see if your parcel is waiting there.

 

PAYMENTS

IS IT SAFE TO ORDER ON YOUR WEBSITE?

Yes, we use industry standard SSL encryption to protect your details. In addition to this, your credit card data is never stored by us. It is transmitted securely to Big Commerce (our shopping cart provider), where it is subject to fraud screening measures and the payment is processed securely. The Handles and Hinges site uses Verisign EV SGC Secure Certificates and the Verisign Site Seal.

Handles and Hinges is fully PCI compliant and our certificate is available for inspection if required.

WHICH CREDIT CARDS DO YOU ACCEPT?

We currently accept - Mastercard, VISA, Solo, Switch / Maestro, Visa Debit, Delta and Electron for payments online. Unfortunately our system does not accept American Express.

CAN I USE A DIFFERENT PAYMENT METHOD?                                                                 Top of page

Yes, we also accept payments via Paypal account. Payment by Bank Transfer can be arranged by contacting us atoffice@handlesandhinges.co.uk or calling us on +44 (0)1204 652211

WHEN WILL MY CARD BE CHARGED FOR MY ORDER?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

 

PRODUCTS

CAN I GET MORE INFORMATION ON A PRODUCT?

If you require any additional information on any of the products on our website please email, or call our web team on +44 (0)1204 652211 and they will try to provide you with all the information you require.

I CAN’T FIND THE PRODUCT I’M LOOKING FOR?

Not all of our products are listed online; there are many reasons for this such as new lines being introduced. Should you be unable to locate the item you require then please e-mail us at office@handlesandhinges.co.uk or call us on +44 (0)1204 652211 and we will advise as to whether we have the item available or if we are able to order it on your behalf.

 

YOUR ORDER

I'M NEW, HOW DO I ORDER?

Browse the site; either using the categories listed down the side or our search function. Select your item, and add it to your basket, you may then amend the quantity if you need more than 1. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

HOW DO I CHECK IF AN ITEM IS IN STOCK?                                                                   Top of page

At Handles & Hinges we endeavour to keep our stock levels as up to date as possible however, due to the high rate of sales in-store as well as online there may be some discrepancies. We will try to inform you as soon as possible via email if a product is out of stock, however if you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +44 (0)1204 652211.

HOW DO I KNOW IF MY ORDER WAS SUCCESSFUL?

If your order is successful you will see an order success message after you checkout, and then you will receive an automatic email to confirm your order has been received, and is being processed. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will then receive a follow up email confirming your item(s) have been dispatched.

CAN I CHANGE/CANCEL MY ORDER?

We are happy to change or cancel orders in accordance with the Distance Selling Regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible.

WHERE IS MY ORDER?

If an order has not arrived when you were expecting it, we recommend first checking the email account you entered when placing the order. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, please contact us on +44 (0)1204 652211 and we will follow up the progress of your delivery.

YOU HAVEN'T REPLIED TO MY QUERY?                                                                         Top of page

We try to respond to any queries as quickly as possible however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.

MY ORDER CONTAINS A FAULTY ITEM

If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair.

YOU HAVE SENT ME THE WRONG ITEM

If you have been sent the wrong item please contact us straight away either by phone on 01204 652211 or emailsales@handlesandhinges.co.uk . We will send the correct item out to you and reimburse any costs you may incur in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative or refund.

CAN YOU CONFIRM YOU HAVE RECEIVED MY RETURN?

We will try to handle your return as quickly as possible, and you will be contacted by telephone or email when the return has been processed. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +44 (0)1204 652211 to confirm receipt of your return.

PART OF MY ORDER IS MISSING?

An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email or telephone call stating this and/or your invoice will be marked as being part complete. Any item not in stock can either be forwarded to you upon arrival or refunded at your request. Occasionally though we do make mistakes and it may have been missed by our dispatch team, please contact us and we will rectify this straight away. 

 

RETURNS

HOW DO I RETURN AN ITEM?

If you wish to return an item for any reason then please contact us at sales@handlesandhinges.co.uk or call us on +44(0)1204 652211 with your enquiry. You must inform us within 14 days if you wish to return any item, and all returns must be received within 28 days.

WHAT IS YOUR RETURNS POLICY?

We try to give as much information as possible about our products on our site and encourage customers to contact us if they are unsure about the product they are buying. 

If you are not fully happy with the goods you have received, please contact us via phone or e-mail as soon as possible to discuss your return. We will only accept returns on items which have been authorised by Handles and Hinges via phone or e-mail using the contact details listed above.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging (unless the items are defective or were received in error). We are not able to refund or exchange items that appear to have been used, or are not in original resalable condition. This does not affect and is in addition to your statutory rights as a consumer. Please make sure all returned items are well packaged, as not to be damaged in the post. We cannot take responsibility for items damaged or lost in the return transit.

HOW LONG DOES IT TAKE TO PROCESS RETURNS?                                                    Top of page

We aim to process any returns within 3 working days of receiving them.

HOW LONG WILL IT BE BEFORE I GET A REFUND?

As long as the returned items meet our refunds criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer or payment method.

HOW LONG WILL IT BE BEFORE I GET AN EXCHANGE?

After your return has been processed, as long as we have the exchange items on stock you should receive them within 3 working days UK mainland orders, 7-10 days for non UK customers.

WHO PAYS FOR RETURN POSTAGE?

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us.

Should you be returning a faulty product or an item which was sent in error then we will refund you the return postage costs and will also cover the costs for sending the replacement item(s) to you.

WHY HAVE YOU NOT REFUNDED THE DELIVERY CHARGE?

Only those orders returned to us for refund due to incorrect or faulty items being sent will have the original postage charges refunded.

YOU HAVE REFUNDED ME THE WRONG AMOUNT

If you feel for any reason that we have incorrectly refunded you then do not hesitate to contact our sales team either calling us on +44 (0)1204 652211or by e-mailing sales@handlesandhinges.co.uk

 

PRIVACY

WHAT DO YOU DO WITH MY PERSONAL INFORMATION?

Handles and Hinges UPVC Maintenance Ltd respects each individuals right to personal privacy.

 

* Next working day on UK orders placed before 2.30PM GMT where next day delivery has been selected at the checkout

 

We strongly recommend that you do not book any professional trades people or remove your existing fittings until your goods have been received and checked as we are unable to accept liability for any costs.