FAQs
CAN I PURCHASE YOUR PRODUCTS IN-STORE?
Our range is available to purchase from our online store. Alternatively, we have a number of re-sellers locations that showcase a range of our products. For stockist locations, please contact us.
CAN I COLLECT MY ORDER?
Unfortunately not at this stage. It is something we are looking to offer in the near future but for now, check our local shipping rates.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa and MasterCard. We also accept payment through PayPal.
HOW DO I ORDER AS A TRADE CUSTOMER?
Our team can assist with trade accounts and order enquiries. For all trade enquiries, please complete the trade enquiry form. Alternatively, orders can be placed at retail pricing via our website.
CAN I MODIFY AN ORDER ONCE IT HAS BEEN PLACED?
We are unable to modify an order once it has been placed. Please place another order for any additional items you may require. If you want to cancel any items or products, please get in contact with our team.
CAN I UPDATE MY SHIPPING DETAILS AFTER I HAVE PLACED AN ORDER?
Once payment has been made, we are unable to guarantee any changes to your order. For any updates, including delivery address and priority shipments, please contact our team for further assistance. If your order has already been dispatched, you will be required to contact the courier directly in order to redirect the parcel.
HOW LONG WILL IT TAKE FOR MY ITEMS TO ARRIVE?
Once your order is dispatched, we will email your tracking details to the email address provided. All shipping timeframes are reflective of the delivery service selected at checkout. We cannot guarantee delivery times. We recommend contacting the respective carrier for up-to-date delivery timeframes if your order is delayed.
WHAT HAPPENS IF MY ORDER IS DELIVERED WHEN I AM NOT HOME?
If you are not home at the time of delivery, your package will be left in a safe place. Please note, this option voids insurance and Handle City is not liable for stolen or damaged goods.
WHAT IS YOUR RETURNS POLICY?
For change of mind purchases, you may return your item(s) to Handle City within 14 days of receipt of your order, in exchange for a full refund subject to quality checks. Please note, all return postage costs are at the customer’s expense. You can view our full returns policy.
HOW DO I LODGE A RETURN?
To lodge a return, please follow the instructions on our return page. Once your return has been lodged, you will receive a returns summary via email. Please ensure this is included in the parcel you are returning. Please note, all return postage costs are at the customer’s expense.
CAN I EXCHANGE AN ITEM?
Handle City does not offer exchanges due to our high stock turnover. Please lodge a return with the item you no longer require and place a new order for all new items required.
HOW DO I RETURN AN ITEM THAT WAS PURCHASED AT A STOCKIST?
As each store has their own returns process, you are required to get in contact with the place of purchase to lodge a return. Please be aware that the stockist may not accept returns for change of mind, as Handle City’s returns policy only applies to products purchased directly from Handle City. The stockist will then provide you with the necessary paperwork required to lodge the return.
DO PRODUCTS COME WITH A WARRANTY?
Handle City offers 12-month warranty for all customers.
HOW DO I LODGE A WARRANTY ENQUIRY?
For all warranty and product enquiries, please lodge a return and our team will be in touch with more information.
WHAT DO I DO IF I HAVE TROUBLE DURING INSTALLATION?
We recommend all products be installed by a licensed tradesperson to ensure they are correctly and safely installed. Please ensure that the product specification sheet has been reviewed and all required components are on-site. If you require further guidance, please contact us so our team can assist you as quickly as possible.
WHAT DO I DO IF A COMPONENT IS MISSING OR MY ITEM DOES NOT MEET QUALITY EXPECTATIONS?
Visit our website and complete the warranty and product enquiry form here. We’ll contact you via email and ask you to supply photos of the item received and your order number to resolve the problem as quickly as possible.