Delivery & returns

Made to order

Every PALM is made to order. Nothing is printed until you order it, so there is a short making step before it is posted, and everything below applies to your order from the day it arrives — not the day you ordered.

• You can cancel at any point before it is posted, for any reason, and get a full refund. Email hello@gethandl.co.uk and it will be refunded to your card, usually the same day and always within 14 days.
• Your 14-day statutory right to cancel, and the 30-day returns window below, both start when the parcel is delivered.
• If anything delays your order, you will be emailed with a new date and the option to cancel for a full refund. You will not be left guessing.

Delivery

Where	The United Kingdom, and most of the world — see the table below
Cost	Free on every UK order, no minimum. Outside the UK, see below.
Service	Royal Mail 2nd Class
Dispatch	Printed and dispatched within 1–2 working days of your order
Arrival	Then 2–3 working days to arrive, after dispatch

Every PALM is 3D printed to order in the UK, so there's a short making step before it's posted. If you need something urgently — a hospital discharge, a birthday — say so in an email and I'll do what I can.

Orders go through the letterbox where possible, so you don't need to be home.

Outside the United Kingdom

Everything is printed and posted from the UK. Postage is worked out from where it is going and how many adapters are in the parcel, and it is shown in your basket before you pay — there is nothing added at the end.

Where	Up to 5 adapters	Over 5
United Kingdom	Free
United States	£20	£30
Ireland and the EU	£8	£15
Canada, Australia, New Zealand	£15	£20
Rest of world	£15	£20

Import tax and duty. Outside the UK your own country may charge import tax, duty or a handling fee when the parcel arrives. Those are set by your government, not by handl. They are not included in what you pay here, they are not ours to collect, and they are not refundable by us. The United States is the exception: on orders to the US, import duty is included in the postage above and there is nothing further to pay.

Return postage on an international order is yours. The 30-day change-of-mind window below applies wherever you are, but sending a parcel back from outside the UK can cost more than the adapter did. Email me before you send anything and I will tell you honestly whether it is worth it — a faulty part is a different matter, and I cover that wherever you are.

How long it takes depends on your own postal service and on customs, so I will not put a number on it. If we cannot post to your country you will be told so in the basket rather than after you have paid.

What it arrives in

The mailer is certified home compostable to EN 13432, TÜV OK compost HOME, licence S1362. That is a garden compost heap, not only an industrial one. The wrap, band and labels are paper and recyclable. There is no plastic in the packaging.

The part is a different question. It is recyclable industrially, not through household collection, where it contaminates the plastics stream.

Not arrived?

Royal Mail doesn't treat an item as lost until 10 working days after the due date. If yours is later than that, email me and I'll send a replacement. I won't make you chase Royal Mail yourself.

Returns

You have 30 days from the day your order arrives to change your mind and return it for a full refund. There is no condition about having used it — try it on your own pump, and if you don’t get on with it, send it back. That's longer than the 14 days the law requires, because a soap pump adapter is something you need to actually live with for a week before you know.

How to return something

1. Email hello@gethandl.co.uk with your order number.
2. I'll reply with the return address.
3. Post it back — a plain envelope is fine.
4. I refund to your original payment method as soon as it arrives, usually same day.

Return postage is yours to cover on a change of mind, wherever you are — and outside the UK that is worth checking before you post, because it is not cheap. If the item is faulty, wrong, or doesn't match what was described, I cover it — send me the receipt and I'll refund the postage too, international or not.

Faulty or damaged

Every PALM is carefully printed and checked, but things can still happen in the post. Send me a photo and I’ll replace it. There’s no need to return the broken one.

If it doesn't fit

Don't send it back straight away — email me a photo of your pump first. Nine times out of ten I can make you one that fits, and I'd rather do that than take your money back and leave you with the same problem you started with. If the made-to-measure one still doesn't fit, I remake it or refund you in full. The fit guide takes a minute and saves the round trip.

Your statutory rights

Nothing here reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Under those regulations you have a minimum 14-day cancellation period from the day you receive the goods; the 30 days above is offered on top of that, not instead of it.

Cancellation form

You don't have to use this form. An email to hello@gethandl.co.uk saying you want to cancel is enough, and that's what most people do. But the law says I have to give you the form, so here it is if you'd rather use it. Copy it into an email, or print it and post it.

This is the model cancellation form set out in Schedule 3, Part B of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you post the form, do send me an email as well so I know it's coming. A cancellation counts from the moment you send it, not from the moment it reaches me.