Welcome to Hay Sales Store’s FAQ section. Here you’ll find answers to common questions about our premium outdoor furniture and accessories. If you can’t find what you’re looking for, please don’t hesitate to contact our customer service team.

About Our Products

What types of outdoor furniture do you specialise in?
We specialise in high-quality outdoor living products including balcony and café furniture, barbecue equipment, beach accessories, garden seating (chairs, sofas, benches), dining sets, hammocks, and decorative outdoor lighting. Our collection is designed to create complete outdoor living spaces.
Are your products suitable for all weather conditions?
Yes, our furniture is crafted from weather-resistant materials designed to withstand typical outdoor conditions. However, we recommend using protective covers during extreme weather or winter months to extend the lifespan of your furniture.
Do your furniture sets come with cushions?
Some of our lounge sets include cushions as part of the package (this will be clearly stated in the product description). We also offer a separate range of outdoor cushions and decorative pillows that can complement any furniture.

Ordering & Payments

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption technology to protect all your payment information. We never store your full payment details on our servers.
Can I modify or cancel my order after placing it?
You may request order modifications or cancellations within 2 hours of placing your order by contacting us immediately at [email protected]. After this period, as we process orders quickly, changes may not be possible.

Delivery Information

What are your delivery options?
We offer two shipping methods:
1. Standard Shipping (£12.95) via DHL/FedEx (10-15 business days after dispatch)
2. Free Shipping via EMS for orders over £50 (15-25 business days after dispatch)
How long does order processing take?
All orders are processed within 1-2 business days before dispatch. Delivery times begin after dispatch.
Do you ship to my country?
We ship worldwide with some exceptions in Asia and remote areas. For specific country availability, please contact our customer service team before ordering.
Will I receive tracking information?
Yes, all shipments include tracking. For Standard Shipping, this includes full tracking and insurance. For Free Shipping, basic tracking is included.
How are large furniture items packaged?
Furniture is carefully disassembled and packed with protective materials. Fragile items receive special cushioning. All packages include assembly instructions where applicable.

Returns & Exchanges

What is your return policy?
You may return items within 15 days of receipt if they don’t meet your expectations. Please contact us at [email protected] to initiate a return. Items must be in original condition with all packaging.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or was incorrect due to our error.
How long do refunds take to process?
Once we receive your returned item, refunds are processed within 5-7 business days. The time for the refund to appear in your account depends on your payment provider.
Do you offer exchanges?
We currently don’t offer direct exchanges. For a different item, please return the original purchase and place a new order.

Account & Customer Service

How do I contact customer service?
Our Manchester-based team is available via email at [email protected]. We typically respond within 24 hours during business days.
What are your business hours?
Our customer service team is available Monday-Friday, 9:00 AM to 5:00 PM GMT. Emails received outside these hours will be answered the next business day.
Where is your company located?
Hay Sales Store is located at 26 Piccadilly, Manchester, GB M1M 2HQ. Please note this is our business address only – we don’t have a physical retail store.

Still have questions? Our friendly customer service team is always happy to help. Email us at [email protected] for personalised assistance.