Contact and Company Information
Date of last update: 3rd July 2026
1. About this page
This page gives the formal contact and company information for TrueNewel.
Please use the contact details below if you need help with an order, product question, delivery issue, return, complaint, trade enquiry, accessibility request or privacy question.
2. Who we are
TrueNewel is operated by Syxth Limited trading as TrueNewel.
Syxth Limited is a company registered in England and Wales.
Company number:
09221533
Registered office and principal place of business:
The Gables
Marston Lane
Frome
Somerset
BA11 4DS
United Kingdom
Email:
support@truenewel.com
We are not currently VAT registered and do not charge VAT on our products.
3. Website covered by this page
This information applies to:
truenewel.com
It also applies to any other TrueNewel website, sales page, product page or checkout operated by Syxth Limited trading as TrueNewel, unless different company information is clearly shown.
4. Contacting us about an order
If you need help with an order, please email:
support@truenewel.com
Please include:
- your order number;
- your name;
- the email address used for the order;
- the delivery postcode;
- a short explanation of what you need help with.
Including these details helps us find your order and reply more quickly.
5. Product questions before ordering
If you have a question about whether a TrueNewel product may be suitable for your project, please email:
support@truenewel.com
Please include as much useful information as possible, such as:
- the product or kit you are considering;
- your existing newel post size;
- whether the post is square, twisted, rounded, boxed-in or unusual;
- any access issues around the post;
- the stair refurbishment kit you plan to use, if relevant;
- photographs, if helpful.
We can give general product information, but we cannot assess every staircase remotely or provide professional joinery, carpentry, structural or installation advice.
If you are unsure whether a product is suitable or whether the work is safe, please seek advice from a qualified joiner, carpenter, stair fitter or other competent professional before ordering or using the product.
6. Need another size?
TrueNewel products are size-specific.
For example, TrueNewel 90 is designed for 90mm square stair newel posts. Future TrueNewel products may be created for other post sizes if there is enough demand.
If you need a different size, please contact:
support@truenewel.com
Please include:
- your existing newel post size;
- whether the post is square or another shape;
- the approximate number of guides you may need;
- whether you are a DIY customer, installer, joiner, supplier or trade customer;
- any photos or measurements that may help.
Sending a size request does not guarantee that we will create or supply that size, but it helps us understand demand.
7. Trade, wholesale and supplier enquiries
For trade, wholesale, installer, stair-refurbishment supplier or partnership enquiries, please email:
support@truenewel.com
Please include:
- your name;
- business name;
- website, if applicable;
- location;
- the type of enquiry;
- expected order volume, if known;
- any product sizes or kit options of interest.
Any trade, wholesale or business-to-business supply arrangement may be subject to separate terms.
8. Delivery questions
For delivery questions, please email:
support@truenewel.com
Please include your order number and delivery postcode.
More information is available in our Delivery and Returns Policy.
9. Returns and refunds
Please contact us before returning any item.
Email:
support@truenewel.com
Please include your order number and a short explanation of the reason for the return.
More information is available in our Delivery and Returns Policy.
10. Product safety or suitability concerns
If you have a concern about product safety, product suitability, instructions, use of the guide, or a possible product issue, please email:
support@truenewel.com
Please include:
- your order number, if you have one;
- the product or kit you are using;
- a description of the concern;
- clear photographs, where helpful.
If you are in the middle of a DIY job and are unsure whether it is safe to continue, stop work and seek advice from a qualified tradesperson.
11. Complaints
If something has gone wrong, please contact us so we can try to put it right.
Email:
support@truenewel.com
Please include:
- your order number, if relevant;
- your name;
- your contact details;
- a clear explanation of the complaint;
- photographs or supporting information, where helpful.
More information is available in our Complaints Policy.
12. Privacy questions
If you have a question about how we use your personal information, or you want to exercise your data protection rights, please email:
support@truenewel.com
More information is available in our Privacy Policy.
13. Accessibility help
If you have difficulty using the website, reading the information, placing an order or accessing any part of the site, please contact us.
Email:
support@truenewel.com
We will do our best to help.
More information is available in our Accessibility Statement.
14. Written correspondence
You can write to us at:
Syxth Limited trading as TrueNewel
The Gables
Marston Lane
Frome
Somerset
BA11 4DS
United Kingdom
For the fastest response, email is usually best.
15. Useful policy pages
The following pages may help answer common questions:
- Terms and Conditions of Sale
- Product Safety and Suitability Notice
- Delivery and Returns Policy
- Privacy Policy
- Cookie Policy
- Website Terms of Use
- Complaints Policy
- Accessibility Statement
16. Company details summary
Trading name: TrueNewel
Legal entity: Syxth Limited
Company number: 09221533
Registered in: England and Wales
Registered office: The Gables, Marston Lane, Frome, Somerset, BA11 4DS, United Kingdom
Email: support@truenewel.com
VAT status: We are not currently VAT registered and do not charge VAT on our products.