At Hay Store, we’re committed to helping you create your perfect outdoor oasis with minimal fuss. Below you’ll find answers to our most common questions about products, delivery, and more. If you can’t find what you need, our design consultants are always happy to help at [email protected].
Our Products
What style of outdoor furniture do you specialise in?
We offer Scandinavian-inspired outdoor furniture and accessories designed to create cohesive, comfortable spaces. Our collections blend clean lines with durable materials suited for outdoor living, from balcony furniture to complete garden dining sets.
Are your products weather-resistant?
Yes, all our products are selected for their ability to withstand outdoor conditions. From UV-resistant cushions to rust-proof barbecue equipment, we ensure every piece meets our quality standards for outdoor use.
Do you offer complete outdoor sets?
Absolutely. We curate matching dining sets, lounge sets, and complementary accessories so you can design a harmonious outdoor space. Browse our “Dining sets & Lounge sets” category for complete solutions.
Ordering & Delivery
Where do you deliver?
We proudly ship worldwide, excluding some remote areas and parts of Asia. Our premium carriers (DHL, FedEx, and EMS) ensure reliable delivery to urban and suburban locations across Europe, North America, and beyond.
What are my delivery options?
We offer two thoughtful delivery solutions:
Standard Shipping (12.95 GBP): Faster delivery via DHL/FedEx within 10-15 days after dispatch (processed in 1-2 working days).
Free Shipping: For orders over 50 GBP via EMS, arriving within 15-25 days after dispatch.
Standard Shipping (12.95 GBP): Faster delivery via DHL/FedEx within 10-15 days after dispatch (processed in 1-2 working days).
Free Shipping: For orders over 50 GBP via EMS, arriving within 15-25 days after dispatch.
How will I track my order?
You’ll receive full tracking details once your order is dispatched from our Edinburgh warehouse. Our system provides regular updates until your outdoor pieces arrive safely at your door.
Payments & Accounts
What payment methods do you accept?
We accept all major cards (Visa, MasterCard, JCB) and PayPal for secure, convenient checkout. All transactions are encrypted for your protection.
Can I create an account to track orders?
Currently, we operate with guest checkout but provide full order tracking via email. We’re developing an account system to enhance your shopping experience – stay tuned!
Returns & Exchanges
What if I need to return an item?
We offer a 15-day return policy from delivery date. Items must be unused and in original packaging. Please contact us at [email protected] to initiate a return – we’ll guide you through our straightforward process.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. In those cases, we’ll arrange and cover return shipping after reviewing photos of the issue.
How long do refunds take?
Once we receive and inspect your return, refunds are processed within 5 working days. The timing depends on your bank or payment provider, typically appearing within 3-10 business days.
Product Care
How should I care for my outdoor cushions and textiles?
Our cushions and beach towels are designed for easy care. Most feature removable, machine-washable covers (check individual product details). For best results, store indoors during extreme weather or use our protective storage solutions.
What maintenance do garden furniture sets require?
Scandinavian-designed furniture prioritises low-maintenance materials. Wipe down with mild soap and water as needed. For specific care instructions, refer to the care card included with your delivery or product page details.
Still have questions? Our Edinburgh-based team is ready to assist at [email protected] or +44 . We’re here to help you create your ideal outdoor sanctuary.