do you have some questions?

Here we list the most useful questions and answers that we think will help you get what you need.

If none of these help, feel free to contact us

I have just placed an order. Can I cancel or change it?

As the majority of our products are made-to-order, we begin processing your request shortly after it is received.

If you need to amend or cancel your order, please contact us within 24 hours.

While we will do our absolute best to assist, we cannot guarantee changes once production has commenced.

We kindly ask that you double-check all details before finalising your purchase. For further information, please refer to our dedicated cancellation page.

Is the colour I see on the website the actual colour of the item?

We make every effort to display our product colours as accurately as possible.

However, please note that the actual shade you see may vary slightly due to differences in screen settings, resolutions, and display technology across various devices.

What if I think I have a defective product?

We take great pride in the quality of our items. If you believe your product is faulty, please contact us immediately at sales@hsestore.co.uk with the following information:

Your full name and order number.
A brief description of the issue.
Photographic evidence of the fault.

Our team will assess the details as a priority and advise you on the next steps.

Can I return my purchase in a retail store?

We operate exclusively as an online retailer and do not have a physical shop for in-person returns.

If a return is authorised by our team, we will provide you with the specific return address and necessary postage instructions.

How can I return faulty products?

As noted above, please contact us first at sales@hsestore.co.uk.

To ensure a smooth process, do not post items back to us until you have received formal confirmation and the correct return details from our team.

How long is delivery?

Delivery timescales vary depending on the specific product. An estimated delivery time will be displayed on the product page once you have made your customisation selections.

While we strive to meet every estimate, please be aware that factors beyond our control—such as high manufacturing demand—can occasionally lead to slight delays. Conversely, many orders are completed ahead of schedule and may arrive earlier than expected!

Can I request a bespoke size or custom design not listed on the site?

We specialise in made-to-order items and are often able to accommodate bespoke requests.

If you require a specific size, colour, or design modification that isn’t available in the standard options, please contact our team at sales@hsestore.co.uk with your requirements, and we will provide you with a custom quote.

What materials are used in your products?

We are committed to quality and durability.

Detailed material specifications are listed under the ‘Description’ or ‘Specifications’ tab on each individual product page.

If you have specific questions regarding the suitability of a material for a particular environment, please don’t hesitate to ask.

How should I care for and maintain my purchase?

To ensure the longevity of your items, we recommend following the specific care instructions provided with your order or listed on the product page.

For most items, avoid harsh chemicals or abrasive cleaning tools. If you are unsure how to clean a specific material, contact us for guidance.

Are the products suitable for outdoor use?

Suitability for outdoor use varies by product.

Many of our items are designed for indoor environments unless specifically stated as “Weatherproof” or “UV Resistant” in the product description.

Please check the product specifications carefully before installing an item outdoors.

Can I see a proof of my personalised item before it is made?

For highly customised, large quantity or complex orders, we can often provide a digital proof upon request.

Please note that requesting a proof may slightly extend the production lead time. If you would like to see a layout before we commence manufacturing, please leave a note at checkout or email us immediately after placing your order.

Do you offer bulk discounts for large trade orders?

Yes, we welcome enquiries from trade customers and businesses looking to place bulk orders.

Please reach out to our sales team with the quantities and products you require, and we will be happy to discuss discounted pricing and commercial lead times.

Which payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, and American Express.

For your convenience, we also offer express checkout options through PayPal, Apple Pay, and Google Pay.

All transactions are processed in Great Britain Pounds (£).

Is it safe to shop on your website?

Absolutely.

Your security is our priority. Our website uses SSL (Secure Sockets Layer) encryption to ensure that your personal and payment details are protected.

We do not store your full credit card information on our servers; all payments are processed through secure, PCI-compliant payment gateways.

Do your prices include VAT?

As a UK-based business, VAT is applied where applicable.

Prices shown on our product pages are typically not inclusive of VAT.

VAT will be shown in the cart and checkout pages.

A full VAT invoice will be automatically emailed to you once your order has been confirmed, which can be used for your business accounting records.

Can I pay via Purchase Order or Invoice?

We primarily accept payment at the point of sale via our website.

However, we understand that some corporate, educational, or government organisations prefer to pay via Purchase Order (PO).

If you require an invoice-first arrangement, please contact our finance team at sales@hsestore.co.uk to discuss setting up a trade account.

When will the payment be taken from my account?

Because the majority of our items are custom-made or made-to-order, payment is authorised and debited at the time the order is placed.

This allows us to secure the necessary materials and schedule your items for production immediately.

Why was my payment declined?

Payment failures can occur for several reasons, such as an incorrect billing address (it must match the address held by your bank), an expired card, or a bank security trigger.

If your payment is declined, please double-check your details or try an alternative method like PayPal.

If the issue persists, we recommend contacting your bank or card issuer directly.

Do you offer a credit facility or trade accounts?

At this stage of our growth, we do not offer credit facilities; all purchases must be paid for in full at the point of order. This model allows us to keep our processes efficient and focus on delivering high-quality, made-to-order products to all our customers.

While upfront payment is our current requirement, we are constantly reviewing our services and may look to introduce credit options or trade accounts as we continue to expand in the future.