At Hay Store, we’re committed to making your outdoor living experience as seamless as possible. Our shipping and returns policies are designed with your convenience in mind, reflecting the same Scandinavian-inspired simplicity found in our garden furniture collections.

Shipping Information

We deliver our premium outdoor furniture and accessories worldwide (excluding some Asian and remote regions) through trusted carriers:

Standard Shipping

  • Carrier: DHL or FedEx
  • Cost: £12.95
  • Delivery Time: 10-15 business days after dispatch

Free Shipping

  • Carrier: EMS
  • Minimum Order: £50
  • Delivery Time: 15-25 business days after dispatch

Please note: All orders are processed within 1-2 business days. Delivery times are estimates and may vary depending on your location and customs processing.

Returns & Exchanges

We want you to love your Scandinavian-inspired outdoor pieces as much as we do. If you’re not completely satisfied, our straightforward returns process makes it easy.

Our Return Policy

  • 15-day return window from delivery date
  • Items must be unused, unassembled, with tags attached
  • Original packaging must be intact
  • Proof of purchase required

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Used or assembled barbecue equipment (BBQs & Accessories)
  • Opened packages of beach towels
  • Custom-made garden furniture sets
  • Items marked “final sale”

How to Return an Item

  1. Contact us at [email protected] within 15 days of delivery
  2. Provide details using our template below
  3. Wait for approval – we’ll respond within 2 business days
  4. Package securely in original packaging
  5. Ship your return using our specified carrier

Return Request Template

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

Dear Hay Store Customer Service,

I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].

Items to return/exchange:
– [Product Name] (Quantity: X)
– [Product Name] (Quantity: X)

Reason for return/exchange: [Please specify]

I have reviewed the return policy and confirm that:
– The items are in original condition
– All original packaging is intact
– Tags are still attached

Please advise on next steps for processing this request.

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

Refund Process

  • Processed within 5-7 business days after we receive your return
  • Credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs non-refundable unless due to our error
  • Email confirmation sent when complete

Exchange Process

  • Equal value exchanges shipped after receiving original
  • Higher-value exchanges require payment of difference
  • Standard shipping rates apply

Damaged or Incorrect Items

Contact us immediately at [email protected] with photos of the damage/error. We’ll arrange replacement or refund at no cost to you.

International Returns

For customers outside the UK:

  • Customs duties and taxes are non-refundable
  • Return shipping costs are customer’s responsibility
  • Processing may take slightly longer

We appreciate your trust in Hay Store for your outdoor living needs. Our policies reflect our commitment to quality and customer satisfaction, just like our carefully curated collection of garden furniture and accessories.

For any questions, please contact us at [email protected].