Last Updated: September 2026
At HSE Store, we supply a wide range of industrial, workplace, storage, handling, access, facilities and professional equipment products from established UK and international manufacturing and distribution partners.
We aim to process and deliver orders as efficiently as possible. Because our product range includes both standard stock products and goods that may be manufactured, configured or prepared specifically following receipt of an order, delivery times can vary depending on the product, quantity, specification, availability and delivery destination.
This Shipping & Delivery Policy explains how orders are processed, dispatched and delivered, together with important information regarding delivery addresses, access requirements, damaged deliveries, shortages, delays and other delivery matters.
1. Order Processing
Orders are passed to the relevant manufacturing, distribution or fulfilment partner following receipt and successful payment.
Many standard products are processed promptly. However, certain products may require additional manufacturing, preparation or handling time before they can be dispatched.
Where a product has a specific estimated production, dispatch or delivery timeframe, this will be stated on the relevant product page where possible.
Any production, dispatch or delivery timeframe provided by HSE Store should be considered an estimated timeframe unless a specific delivery date has been expressly agreed in writing.
Orders are generally processed during normal Business Days.
Production, packing, dispatch and delivery may be affected by:
Weekends and public holidays
Manufacturer operating hours or closures
Carrier operating schedules
High order volumes
Manufacturing capacity
Material availability
Transport disruption
Other circumstances outside our reasonable control
During periods of particularly high demand, manufacturing delays or carrier disruption, delivery may take longer than usual.
Where we become aware of a significant delay affecting an order, we will make reasonable efforts to contact the customer using the details provided when the order was placed.
2. UK Delivery
HSE Store currently offers delivery to addresses within the United Kingdom, subject to the delivery options and charges available for the particular product and destination.
Delivery charges, where applicable, are displayed during the ordering process or otherwise communicated to the customer before an order is confirmed.
Because our range includes products of substantially different sizes and weights, delivery services may vary depending on the product ordered.
For example, products may be delivered using:
Standard parcel carriers
Pallet networks
Specialist carriers
Tail-lift vehicles
Manufacturer-arranged transport
Other appropriate delivery services
Certain products, quantities, destinations or delivery requirements may require a specialist delivery service or attract an additional delivery charge.
Where an additional delivery charge or special arrangement is required and has not already been agreed at checkout, we will contact you where appropriate before proceeding.
3. UK Mainland, Highlands, Islands & Remote Areas
Not all UK delivery addresses can be serviced using the same delivery network.
Additional delivery charges, extended delivery times or alternative delivery arrangements may apply to certain destinations, including but not limited to:
Scottish Highlands
Scottish Islands
Northern Irish addresses
Isle of Wight
Isle of Man
Isles of Scilly
Offshore islands
Certain remote postal areas
Areas subject to carrier restrictions
Locations requiring specialist vehicles or services
Where an additional charge applies, we will contact you where necessary.
The availability and cost of delivery may also depend on the physical characteristics of the goods being ordered.
4. Delivery Access
Customers are responsible for ensuring that suitable access is available for delivery to the address provided.
This is particularly important when ordering large, heavy, palletised or specialist industrial products.
Before placing an order, customers should consider factors including:
Narrow roads
Narrow entrances or gateways
Restricted access
Height restrictions
Width restrictions
Weight restrictions
Secure or gated sites
Loading restrictions
Steps or significant changes in level
Commercial site access requirements
Vehicle restrictions
Whether a suitable person will be available to receive the delivery
Whether a specialist vehicle is required
The delivery vehicle used by the carrier may be determined by the size, weight and characteristics of the goods.
Where special delivery arrangements are required because of restricted access, unusual site conditions or other customer-specific circumstances, additional charges may apply.
Customers should contact HSE Store before placing an order where they are unsure whether suitable delivery access is available.
We cannot accept responsibility for delays, failed deliveries, re-delivery charges or additional costs arising from circumstances where suitable delivery access was not available or where relevant access information was not provided in advance, subject always to applicable statutory rights.
5. Delivery Address
Customers are responsible for ensuring that the delivery address supplied during checkout is complete and accurate.
This is particularly important for business addresses, industrial sites, warehouses, construction sites and multi-unit premises.
Where applicable, customers should provide:
Full address
Building or unit number
Company name
Site name
Postcode
Contact name
Telephone number
Reception or goods-in details
Relevant delivery instructions
If you realise that an incorrect address has been provided, please contact us immediately at:
We will make reasonable efforts to amend the delivery address where the order has not yet entered production, fulfilment or dispatch.
Once an order has entered production or has been dispatched, we cannot guarantee that the address can be changed.
Where a carrier redirection, collection, re-delivery or other intervention is required because an incorrect or incomplete address was supplied, additional charges may apply where permitted by law.
6. Delivery to Business Addresses
A large proportion of HSE Store orders are delivered to business premises, warehouses, factories, workshops, commercial sites and other working environments.
Customers should ensure that the premises are open and able to accept deliveries during the expected delivery period.
Where relevant, please provide useful delivery information such as:
Reception or goods-in details
Site opening hours
Building or unit numbers
Contact names
Access instructions
Security arrangements
Delivery restrictions
Vehicle restrictions
Site-specific requirements
Failure to provide adequate delivery information may result in failed delivery attempts, delays or additional charges.
Where a customer requires a timed, booked-in or specialist delivery service, this should be discussed with HSE Store before the order is placed wherever possible.
7. Delivery Tracking
Where tracking information is available, it may be provided to you by email, through your HSE Store account or by the relevant delivery provider.
Tracking information is supplied by the carrier or fulfilment partner and may not update immediately following dispatch.
A tracking number being issued does not necessarily mean that the goods have physically entered the carrier’s network at that moment.
Once an order has been dispatched, delivery timing is largely dependent on the relevant carrier and circumstances outside HSE Store’s direct control.
8. Lost, Missing or Delayed Deliveries
If your order has not arrived within the expected delivery timeframe, please contact us at:
We will investigate the delivery with the relevant manufacturing partner, fulfilment provider or carrier.
Customers should contact us as soon as reasonably possible where an order appears to be missing or significantly delayed.
Where tracking information states that an order has been delivered but you cannot locate it, please first check:
Reception areas
Goods-in departments
Secure delivery locations
Other departments within the premises
With colleagues or other authorised personnel
Any delivery location indicated by the carrier
If the goods still cannot be located, please contact HSE Store so that we can investigate the matter.
Any investigation may require us to obtain information from the relevant carrier or fulfilment partner before a resolution can be confirmed.
Nothing in this policy is intended to exclude or restrict any statutory rights that cannot legally be excluded.
9. Damaged Deliveries
Please inspect your order as soon as reasonably possible following delivery.
This is particularly important for large, heavy, palletised or specialist products.
If the packaging or goods appear damaged, please:
Photograph the external packaging before opening it where possible.
Photograph the damaged goods clearly.
Retain the original packaging and any protective materials.
Record details of the damage.
Contact HSE Store at sales@hsestore.co.uk.
Quote your HSE Store order number.
Where damage is clearly visible at the time of delivery, customers should, where practical, notify the carrier and may refuse delivery where appropriate.
Transit damage should preferably be reported within two Business Days of delivery so that we can investigate the matter promptly with the relevant carrier or manufacturing partner.
Prompt reporting helps us establish what happened and obtain the information required to resolve the matter efficiently.
This requested reporting period does not remove or restrict any statutory rights that may apply.
Further information is available in our Cancellations & Damages Policy.
10. Shortages & Incorrect Deliveries
Customers should check delivered goods against the order confirmation and delivery documentation as soon as reasonably possible after delivery.
Please contact us if:
Items are missing
The quantity supplied is incorrect
The wrong product has been delivered
The wrong model or specification has been supplied
An item appears to be missing from a multi-item order
Products have been delivered to the wrong location
Another delivery discrepancy has occurred
Please contact:
Please provide your order number and a description of the issue.
Photographs of the goods, packaging, labels or delivery documentation may be requested where needed to assist our investigation.
We will investigate the issue and, where appropriate, arrange a replacement, correction, refund or another suitable resolution.
11. Split Deliveries
Where an order contains multiple products, the items may be manufactured, dispatched or delivered separately.
This can occur where:
Products have different production times
Products are held at different facilities
Products are supplied by different manufacturers
Products require different delivery services
Some products are ready before others
You may therefore receive more than one delivery for a single HSE Store order.
Where an order is split into multiple deliveries for operational reasons, you will only be charged the delivery amount agreed at checkout unless an additional charge has been expressly agreed with you.
A split delivery does not necessarily indicate that an item is missing from your order.
Where you are unsure whether an order has been split, please contact us before reporting an item as missing.
12. Made-to-Order & Bespoke Products
Many products available through HSE Store are manufactured, configured or prepared following receipt of an order.
This may include, but is not limited to:
Made-to-order products
Bespoke products
Custom configurations
Non-standard sizes
Specific colours or finishes
Customer-selected options
Customer-specific specifications
Products requiring additional preparation or assembly
These products may require additional production time before dispatch.
Where an estimated production or delivery timeframe is available, this will be communicated on the relevant product page or during the ordering process where possible.
Customers should take the stated production and delivery timeframe into account before placing an order.
Once manufacturing or preparation has commenced, cancellation or amendment may no longer be possible.
Please refer to our Cancellations & Damages Policy for further information.
13. Out-of-Stock Products
Where a product is temporarily unavailable, we may be unable to dispatch the order immediately.
Where an order contains multiple products, we may either:
Hold the order until all products are available, or
Arrange separate deliveries where appropriate.
Where a significant delay is expected, we will make reasonable efforts to contact the customer and discuss the available options.
Specific arrangements may vary depending on the product and manufacturing or fulfilment partner involved.
14. Delivery Times & Delays
We work closely with our manufacturing, distribution and delivery partners to achieve the estimated delivery times shown on the website.
However, estimated delivery times are not guaranteed unless a specific delivery date has been expressly agreed in writing.
Delivery may be delayed by circumstances including:
Manufacturing delays
Material shortages
Carrier delays
Transport disruption
Severe weather
Flooding
Fire
Industrial disputes
Equipment failure
Power or telecommunications disruption
Government restrictions
Public health emergencies
Unexpected demand
Other circumstances outside our reasonable control
Where such circumstances occur, we will make reasonable efforts to keep customers informed and minimise any resulting delay.
For consumer orders, nothing in this section is intended to remove or restrict any statutory delivery rights that apply.
Where no alternative delivery period has been agreed with a consumer, applicable law may impose a maximum delivery period. (legislation.gov.uk )
15. Delivery Dates & Time-Sensitive Orders
Customers requiring delivery by a particular date are strongly advised to contact HSE Store before placing the order.
This is particularly important for:
Construction projects
Site openings
Equipment installations
Planned maintenance
Production requirements
Contract deadlines
Event-related requirements
Other time-sensitive applications
An estimated delivery date shown on a product page or communicated by a manufacturer or carrier should not automatically be treated as a guaranteed delivery date.
Where delivery by a specific date is essential, customers should make this requirement clear before placing the order so that we can assess whether a suitable delivery arrangement can be agreed.
16. International Deliveries
Our standard online delivery service is primarily intended for UK delivery addresses.
Where international delivery is available or has been specifically arranged with HSE Store, additional charges and conditions may apply.
Depending on the destination, the customer may be responsible for:
Customs duties
Import taxes
Clearance charges
Local taxes
Brokerage fees
Other charges imposed by the destination country
Any such charges are the responsibility of the customer unless expressly agreed otherwise in writing.
International delivery times may also be longer than standard UK delivery times.
17. Delivery Refusals
Where goods are visibly damaged at the time of delivery, customers may, where practical and appropriate, refuse the delivery.
Where a delivery is refused, please notify HSE Store as soon as possible so that we can investigate the matter with the relevant carrier or manufacturing partner.
Customers should not refuse a delivery solely because the outer packaging has minor cosmetic marks where there is no reasonable indication that the goods themselves have been damaged.
Where a delivery refusal occurs for reasons unrelated to product damage or another issue for which HSE Store is responsible, additional delivery, collection or re-delivery costs may apply where appropriate.
18. Delivery to Secure Sites, Construction Sites & Restricted Locations
Customers ordering for construction sites, factories, warehouses, industrial estates or other controlled environments should ensure that the carrier can gain access to the delivery location.
Where applicable, customers should provide:
Site contact details
Site opening hours
Site induction requirements
Security procedures
Delivery booking requirements
Vehicle restrictions
PPE or access requirements
Loading restrictions
Other relevant site instructions
Failure to provide information required for access may result in delivery delays or additional costs.
Where a delivery appointment or site booking is mandatory, customers should notify HSE Store before ordering wherever possible.
19. Manufacturer & Fulfilment Partner Deliveries
HSE Store works with established manufacturers, distributors and fulfilment partners to provide a broad range of products.
As a result, some products may be:
Manufactured specifically following receipt of an order
Stored at a partner facility
Packed by a manufacturing partner
Dispatched directly from a manufacturing partner
Delivered by a specialist carrier arranged by the manufacturer
Delivered in separate consignments
This does not change your contractual relationship with HSE Store Ltd.
HSE Store remains your point of contact for matters relating to your order.
Where necessary, we will liaise directly with the relevant manufacturing partner, fulfilment provider or carrier to investigate and resolve delivery issues.
20. Business Customers
HSE Store supplies a significant proportion of its products to businesses, organisations and other commercial customers.
Where an order is placed in the course of a business, the delivery arrangements may be governed by the contractual terms agreed between the parties.
Business customers should ensure that their delivery requirements, access restrictions and site-specific conditions are communicated to HSE Store before an order is placed where relevant.
Nothing in this policy is intended to affect any rights or obligations arising under the applicable business contract.
21. Risk & Delivery
For consumer purchases, applicable legislation determines when the risk of loss or damage to goods transfers to the consumer.
We therefore do not intend this policy to transfer responsibility for goods to a consumer prematurely or to restrict any statutory rights.
Where goods are delivered to a business customer, the applicable contractual terms and commercial law will determine the relevant position.
22. Refunds Relating to Delivery
Where a refund relating to delivery is due, HSE Store will process the refund in accordance with the applicable contractual and statutory requirements.
The amount and timing of any delivery-related refund may depend upon:
The reason for the refund
Whether the order has been dispatched
Whether goods have been returned
Whether the goods were faulty or incorrectly supplied
Whether a statutory consumer right applies
The applicable terms of the order
Where a statutory refund timeframe applies, HSE Store will comply with the applicable legal requirements.
23. Our Approach to Delivery Problems
We appreciate that delivery problems are frustrating, particularly where products are required for a working environment, project or operational requirement.
Where a problem occurs, our objective is to investigate it promptly and find an appropriate resolution.
Depending on the nature of the issue, this may involve working with:
The manufacturing partner
The distribution partner
The carrier
The customer
Other parties involved in the fulfilment process
Where an investigation is required, we may need photographs, delivery documentation, tracking information or other details before a final resolution can be confirmed.
We will make reasonable efforts to keep customers informed throughout the process.
24. Acceptance
By placing an order through HSE Store, you acknowledge that you have read and accepted the terms of this Shipping & Delivery Policy together with our Terms & Conditions, Cancellations & Damages Policy and any other relevant policies applicable to your order.
Nothing in this policy is intended to restrict, exclude or otherwise affect any statutory rights that cannot legally be excluded.
25. Contact Information
If you have any questions regarding shipping, delivery or an existing order, please contact us:
HSE Store Ltd
42 Chapel Road
Hesketh Bank
Preston
PR4 6RT
United Kingdom
Email: sales@hsestore.co.uk
Telephone: 01772 915641
Please quote your HSE Store order number whenever contacting us about an existing order.
Statutory Rights
Nothing in this Shipping & Delivery Policy is intended to restrict, exclude or otherwise affect any statutory rights you may have under applicable law.
For eligible consumer purchases, UK consumer law provides protections concerning delivery, faulty or non-conforming goods and other aspects of the sales contract. Where a statutory right applies, that right takes precedence over any conflicting provision of this policy.