Customer services

How can we help?

We hope you’ll find the answer to your customer service question below.
Still stuck? Use our contact form to send us a message and we’ll get back to you within 24 business hours

No. You can quickly checkout as a guest with the minimum of fuss.

However, if you do decide to open an account, you will also be able to;

  • Monitor the progress of your order with confirmation, dispatch, emails
  • Store your address and shipping details to speed up future orders
  • View your order history (handy for ordering consumables and replacements)
  • Receive exclusive offers, discounts and advance notification of new or updated products

Click here to create or view your account

Not a problem! Lost passwords can be quickly reset by visiting the My account page and clicking the Lost your password link.

Simply add your email address in the box provided and click Reset password and an email will be sent containing a link that will enable you to change your password.

NB: Unfortunately, if you loose access to your email address, you will need to create a new account as this can not be changed.

We currently use two payment gateways – PayPal and Stripe. Both accept almost all UK credit and debit cards.

Logged in PayPal users can also use their account balance and saved details to checkout directly on PayPal without the need to re-enter their delivery and invoice addresses.

Coupon codes can be applied to your order on the basket page – just before before the checkout.

Simply click on the basket icon at any time during your visit, enter your code in the Coupon code field and click Apply coupon. The discount applied will be displayed in the Basket Totals area at the bottom of the page.

If you already have items in your basket, click here to apply a coupon.

Whoops! There may be several reasons why your code doesn’t work;. Please check the following;

  • Has the code has been entered correctly? Codes are case sensitive so please ensure it’s been entered exactly as it is written and try again. (If possible, try copying the code and pasting it in)
  • Has the code expired? Most codes expire after a specific date, or a set period of time.
  • Has the code been used already? HSD promo codes can generally only be used once by the same customer, so if you’ve ever used the code in the past then it won’t work again.
  • Does the code apply to the items in your basket? HSD codes often relate to one brand, product or group of products.

If you’ve checked all of the above and are still having issues with your code, please use our contact form to send us your code and the products you’re trying to buy and we’ll look into the problem for you.

Unfortunately not. Only one coupon may be used per order.

However, we do have regular offers so, if you’ve got a spare coupon, why not pass it on to a friend?

Yes of course. If you need to change or cancel your order, please contact us as soon as possible using our contact form and we’ll try and stop it being dispatched. (NB. Please include as much information as possible – especially your order number)

Unfortunately, if your order has already been shipped, you will need to arrange the return of any unwanted products and you will be responsible for any postage costs incurred.

For more information, see the next section How do I return a product?

We understand there may be times when you need to return something – that’s why we’ve made it so easy!

You have 30 days from the date on which your order was received to return a product for a refund. You don’t need to contact us – just follow these simple steps:

  1. Ensure products are unused and in their original packaging
  2. Pack the product(s) with a note including your name, address, order number and reason for return.
  3. Address the package to:
    HSD Retail Ltd Returns
    The Storage Place
    Brewery Lane
    Felling
    Newcastle upon Tyne
    NE10 0EY
  4. Return via the Royal Mail or your preferred courier
    We recommend using a tracked service so that you can ensure your parcel arrives

We will normally process your return within 10 working days after receipt. Once the product(s) have been inspected and approved, we will issue a refund less the original delivery charge.

A refund confirmation email will be sent to you as soon as your return has been processed

NB. In the unlikely event that an item is returned to us in an unsuitable condition, HSD Retail reserves the right not to refund the item

First of all, we are really sorry and are here to help. We work hard to ensure orders arrive in good condition – and even harder to fix the few problems that arise .

If any part of your order is faulty or damaged, please use our contact form to send us your name, order number, email address and details of the problem.

We will then contact you and arrange collection of the damaged item, along with a refund or replacement.

NB: To help us solve problems as quickly as possible (especially where courier damage may be an issue), we’d appreciate it if you could photograph, or retain the product and the packaging it came in.

All orders received before 12.00 a.m. Monday to Friday are dispatched the same day.

Standard (free) deliveries should arrive within two business days.

Next day deliveries should arrive within one business day.

NB. Deliveries to Northern Ireland and the Scottish Highlands & Islands may take up to 24 hrs longer

For more information about tracking your order, see our Delivery Information page.

Absolutely! Unless your order is extremely large, our warehouse team will pack all your items in a single shipping bag, parcel or carton.

Our couriers will attempt to deliver your order up to three times. Please let us know if there’s a safe place we can leave your order if you’re not at home when we deliver. (use the Order notes area on the checkout page)

NB. Express delivery orders over 20kg will require a signature on receipt.

Unfortunately, we currently only deliver to UK addresses in the United Kingdom.

If you’d like to place an order from outside the UK, please use our contact form to send us your order and delivery details, so we can calculate the best delivery cost.