How can I track my order?
Once your order has been dispatched you will receive an automated email from our carrier informing you of your tracking number and key details. You can update your delivery preferences via the link provided in that email, as well as track the progress of that order.
I haven't received my order confirmation, what should I do?
Check your junk or spam folder first. Still no sign? Pop us a message at hello@handrails-direct.co.uk and we'll resend it.
I want to speak to someone about my order, how can I get in touch?
Please email hello@handrails-direct.co.uk and our friendly team will get back to you as soon as possible.
I'd like to cancel my order.
Let us know as quickly as you can, ideally within 15 minutes of placing your order (during working hours). Email hello@handrails-direct.co.uk or call us directly and we'll do our best to stop it before it ships.
Will my order be in one box?
Large orders may arrive in more than one box, depending on size, but everything should arrive at the same time.
Where does Handrails Direct ship to and how much does it cost?
We deliver nationally throughout the UK, working closely with several delivery partners to ensure a hassle-free experience, and best of all our delivery is completely Free of Charge.
When will my order ship and when will it arrive in the UK?
We aim to deliver within 1-3 working days. Deliveries to a UK non-mainland address may take a little longer (3-5 working days), but we’ll keep you posted along the way.
Can I change my shipping address?
Yes, but only within the first 15 minutes of placing your order. After that, we may have already dispatched it. If you need to make a change, email hello@handrails-direct.co.uk
I want to return something I’ve ordered, what do I need to do?
Just head to our Shipping & Returns page for the next steps. If you can’t find the answer to your question(s) in our returns policy then please contact hello@handrails-direct.co.uk and a member of our customer support team will get back to you.
My order has arrived damaged, what do I do?
We’re really sorry about that. Please let us know as soon as possible by emailing hello@handrails-direct.co.uk and a member of our customer service team will be in touch with you to help resolve your issue.
The wrong item has been delivered
Our mistake, sorry! If you’ve received the incorrect part, contact us straight away. We’ll arrange a free return and get the right one sent to you, fast.
What forms of payment do you accept?
We accept all major credit/debit cards.
When will my credit or debit card be charged?
As soon as we’ve processed your order. You’ll receive an order confirmation email once it’s gone through.
Where can I find fitting instructions?
Digital versions are downloadable with the product on our site or visit our installation guide.
What if I can’t find my stair type?
If your staircase doesn’t match one of our listed types (like straight flight, single winder, etc.), you can use our Build Your Own
What if my staircase is two of the options mixed into one?
For curves or irregular layouts, get in touch—we can help customise a solution.
Do you offer guidance for more complex layouts?
Yes, if you’re working with unusual angles, extra-long flights, or split levels, visit our Installation Guides or contact our team, we’re happy to help you.
Can I cut the handrail to size?
Yes, all our handrail poles can be cut down with a fine-toothed hacksaw (24-32 TPI).
How much room do I need to fit my handrail?
You’ll need enough room to safely cut a 1.2 m handrail pole and to lay out all the components. A clear workbench or floor area of around 1.5 m is ideal. It’s also worth having space nearby to line up the brackets and fixings before you start fitting.
What tools do I need to install your handrail?
You’ll need a cordless drill, spirit level, measuring tape, Phillips screwdriver, pencil and an 8mm drill bit (for the wall plugs).
Optional extras like a laser lever or chalk line can help with alignment, but aren’t essential. All fixings and instructions are included in the kit.
What are your opening hours?
Our UK support team is available Mon–Thur, 9 AM–5 PM. Fri, 9 AM-3PM. Emails outside these hours will be picked up the next working day.
I need a new component for my handrail
No problem. We stock individual pieces and can supply exactly what you need—just search our “Build Your Own” section or contact us directly.
What surface can I install the handrail onto?
Our handrails can be installed onto a range of solid surfaces including wood, brick, concrete, and plasterboard (as long as there are secure fixings behind).
Just make sure the wall or surface is stable enough to support the weight and use the appropriate fixings for the material. If you are unsure, it’s best to check with a professional before you start.
Can I mix and match colours, e.g. poles and brackets?
Yes! All all our components are designed to work with each other allowing you to create the look you desire.
Can I order spare parts or replacements
Yes, you can order additional brackets, end caps, or rail lengths individually. If you’re unsure what you need, we’re happy to help you identify the correct parts.
When is this item coming back in stock?
Some of our products do sell out from time to time, especially during busy periods. We keep a close eye on stock levels and aim to have everything replenished within a couple of weeks. If you’re after something specific, feel free to get in touch and we can give you a more accurate update.
I love what you’re doing, how can I get involved?
We love that you love what we are doing! You can find us on Instagram, Facebook TIkTok and Youtube
I’m a social media influencer and I’d like to collaborate with Handrails Direct
Absolutely, we’d love to hear from you. Our social team are always up for a good collaboration, so drop us a message with your Instagram or TikTok handle and a quick outline of your idea. We’ll get back to you as soon as we can.
I’d like to leave a review or some feedback
We’d love your thoughts! Reviews help others—and you can leave one directly on the product page once your handrail system arrives.
