We've outlined all the information about our dispatch and delivery options that you might need below, but if we've missed something, please do get in touch!
Once you've added the items you need to your cart, click on Your Shopping Bag (top right of screen), and enter your delivery location details where prompted, and then click View Options. All the available delivery options and prices will then be displayed. Don't worry - you can add or amend items in your cart and re-check your delivery options as many times as you like. You can even do this without having to create an account first; it really is quick and simple!
As an additional guide, delivery is £4.99 for up to 29kg to an address in mainland UK by courier. This is a fully tracked service, and our courier will advise the approximate time of arrival on the morning of your delivery for your convenience. Delivery is next day following the day of dispatch from our warehouse.
If you have any queries, do get in touch!
Once we have received your order and payment (usually immediately if paying by card or PayPal; a little longer if paying via cheque or BACS), we aim to dispatch your order within 24-48 hours during the working week. This may be subject to a brief delay during busy and peak times (Christmas, Bank Holidays etc), but be assured we will always dispatch your order as fast as we can.
Please indicate in the comments box if you would like delivery on a specific day (we ask for a minimum of 48 hours notice to accommodate this), and if your order is urgent (perhaps containing medical items etc), please contact us and we will do all we can to help.
Please note that your comments placed within the comments box during the checkout process are only seen once we start to prepare your order. Please contact us by phone or email/website contact form if you have any urgent communication regarding your order.
Should any product be unavailable at the time of delivery we may part dispatch your order, or advise and suggest an alternative/item refund if appropriate. We will never just add in an alternate item without checking with you first!
Please note that we are unable to dispatch to BFPO adressses.
As we use a number of couriers to ensure we can offer you the best possible service, please do let us know if you have a preference - give us a ring or email us if you'd like to discuss this in detail.
All orders over 1.75kg will be dispatched by courier. Below this weight you can select delivery by 1st class post if you prefer. Whilst most postal items can be delivered within one or two days, we have no control over timescales and delivery by post can, on occasions, take longer. Because of speed and safety of delivery, we do recommend dispatch by courier. This will ensure you get your goodies as quickly as possible.
To ensure we can offer you the best possible service, we use a range of couriers. Please do provide us delivery information if you feel you may be unavailable on the day of delivery. The courier will be able to provide proof of delivery, via GPS positioning as well as photograph or signature.
Our couriers offer a comprehensive service throughout the UK, with most deliveries being on the next day after dispatch. Some highlands and islands will be on a two day service, and you will be advised of the exact delivery date of your order once we have dispatched it. Once dispatched, you will also be given a tracking link so you can monitor the progress of your delivery.
Our couriers are happy to deliver your order to your place of work, to a neighbour etc, and will, if instructed to do so when you place your order, leave the parcel safe for you (garage, outhouse, greenhouse etc). Please note, this area must be both safe and dry as neither courier or The Hay Experts can be held liable for any loss or damage occurring as a result of this.
If delivery is unsuccessful on the day specified, please get in touch with us so we may help to resolve any issues. You may also select a specific re-delivery date yourself via the original tracking link sent from our courier. In most instances the courier will re-attempt delivery the next day, but in some cases they need location information or confirmation someone will be available to sign for the parcel. If not resolved within 24-48 hours, non-delivered parcels will be returned to us, and both a return and re-delivery fee may be applicable.
Should you receive a damaged parcel, please contact us in the first instance. Any damage should be notified to us within 24 hours of delivery.
The Deliver to Shop Service - UK only
One of our courier offers a 'Deliver to Shop' option, and this can be useful if no one will be home to receive the delivery, or if there is nowhere safe and dry the parcels can be left.
If you would like to use this service (which we supply to you as a free additional service), please make a note on your order and we will facilitate this for you.
How the Deliver to Shop Service Works ....
Once our courier has contacted you about the delivery, they will give you a number of options, including opting for a Deliver to Shop option. You can specify which shop from the selection provided is most convenient to you.
Normally the Deliver to Shop option is limited to orders containing one parcel.
Should the normal delivery to your home fail, the parcel will be taken to your nearest Deliver to Shop store, for collection at your convenience.
Our courier will advise what information you will need in order to collect your parcel from the Deliver to Shop store, but this WILL include the need to produce a photo ID (Drivers Licence or Passport, for example). Please get in touch if this is an issue.
International Dispatch - Europe
We are able to dispatch throughout Europe. Most order will be dispatched by courier, though some lightweight orders may be dispatched by 1st class post, unless you select delivery by courier. All available delivery options are available to view via the Shipping Estimator in Your Shopping Cart (see Delivery Estimate, above).
Whilst most postal items can be delivered reasonably quickly depending on your location, we have no control over timescales and delivery by post can, on occasions, take more than a week. Because of speed and safety of delivery, we do recommend dispatch by courier. This will ensure you get your goodies as quickly as possible.
Please note the courier requires a telephone number for you in case of a delivery query. We are unable to ship into Europe via courier without a telephone number for you.
Once your order is dispatched, we will provide a tracking link for you to monitor the progress of your delivery if you have requested delivery by courier.
Our range of products have been tried and tested by our own little ones (the real Hay Experts!), and all come with their seal of approval. If you have any queries or concerns about an item, please refer to our Returns Information page.
If you are unable to find a particular product, do contact us, and if we do not already stock it then we will source if for you if at all possible.
Our priority for packaging is to ensure your order is delivered to you in optimal condition and free from damage. We also want to ensure our impact on the environment is as low as possible so will always re-use or use recyclable packaging material where possible.
If we send your order out in a re-used box, please do not worry - we ensure the contents are safe and sound. After all, it's what is inside that counts!
We have done all we can to minimise our impact on the environment. In addition to using recyled or recyclable packaging material, our courier delivers to you carbon neutral, and our website is secured on a carbon neutral server.