At Hay Sales Store, we’re committed to making your outdoor living experience as seamless and enjoyable as possible. Our premium outdoor furniture and garden accessories are carefully selected to enhance your outdoor spaces, and our shipping and returns policies are designed with your convenience in mind.

Shipping Information

Order Processing

We process all orders within 1-2 business days of receipt (excluding weekends and public holidays). You’ll receive an email confirmation with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to suit your needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
    • Includes tracking and insurance
  • Free Shipping:
    • Available for orders over £50
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on your location and customs clearance procedures. We currently ship worldwide, excluding some Asian countries and remote areas.

International Shipping

For international orders, please note:

  • Customers are responsible for any customs duties, taxes, or import fees
  • We recommend choosing tracked shipping for better visibility
  • Delivery times may be longer due to customs processing

Returns & Exchanges Policy

We want you to be completely satisfied with your premium outdoor furniture and garden accessories. If you’re not happy with your purchase, our straightforward returns policy makes it easy to resolve the issue.

Our Returns Policy

You may return most items within 15 days of receiving your order for a full refund or exchange. To be eligible for return:

  • Items must be unused, in original condition, and in their original packaging
  • All tags and protective coverings must be intact
  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items

For health and safety reasons, the following items cannot be returned unless faulty:

  • Barbecue equipment & accessories (used items)
  • Personalized or custom-made products
  • Items marked as final sale
  • Opened garden equipment

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Contact Our Customer Service

Email us at [email protected] within 15 days of receiving your order with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Template:

Dear Hay Sales Store Team,

I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]:

  • Item Name:
  • Quantity:
  • Reason for return/exchange:
[For exchanges only] I would like to exchange for:

  • Replacement Item Name:
  • Replacement Item Code/SKU (if known):

Please advise on the next steps.

Best regards,
[Your Full Name]
[Your Contact Number]

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with:

  • A Return Merchandise Authorization (RMA) number
  • Return shipping instructions
  • The return address for your location

Step 3: Package and Ship Your Return

Please ensure:

  • All items are securely packaged in their original packaging
  • The RMA number is clearly marked on the outside of the package
  • You retain proof of postage

Refund Process

Once we receive and inspect your returned items:

  • Refunds will be processed within 5 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error

Note: Depending on your financial institution, it may take 3-10 business days for the refund to appear in your account.

Exchange Process

For exchanges:

  • We will ship your replacement item once we receive your return
  • If the replacement item is more expensive, you’ll need to pay the difference
  • If the replacement item costs less, we’ll refund the difference
  • Standard shipping charges apply for exchanges

Damaged or Faulty Items

If your item arrives damaged or faulty:

  • Contact us immediately with photos of the damage
  • We’ll arrange for a replacement or refund at no additional cost
  • In some cases, we may ask you to return the damaged item

Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The return is due to our error (wrong item shipped)
  • The item arrived damaged or faulty

For international returns, we recommend using a tracked shipping service and retaining your proof of postage.

Need Help?

Our customer service team is happy to assist with any questions about shipping, returns or exchanges.

Contact us at:

We appreciate your trust in Hay Sales Store for your outdoor living needs and are committed to making your shopping experience as enjoyable as relaxing in your beautifully furnished outdoor space.