Select Currency
Cart: 0
Home Shopping Mall
ORDER LINE Weekdays 9am - 5:30pm

01753 882 586

Delivery & Returns

Will I receive an email notification with shipping info?
YES! 
You will receive an email notification from us (info@hsm.tv) when your order will be processed.
Within 24 hours you will receive an automated email with tracking reference (you can click on a link to track your parcel). This is an automated notification, please do not reply to this email.
NOTE: We do not offer tracking service for Royal Mail deliveries. 
IF FOR ANY REASON YOUR TRACKING DOES NOT DISPLAY OR DOES NOT WORK PLEASE CONTACT US AT info@hsm.tv AND WE WILL TRACK YOUR SHIPMENT FOR YOU!

How long does it take to deliver my order?
We always try to deliver the orders as soon as possible, however we define the delivery time as:

Standard delivery -  5 to 7 working days

Express delivery - 1 to 2 working days  

It may take longer to deliver to Scottish Highlands, Northern Ireland, Channel Islands and Ireland.

Which courier will deliver my order?
It depends on the product you order and destination. We dispatch the parcels via nominated carriers like ParcelForce, DHL, Hermes and Royal Mail.

How much is HSM postage and packaging?
This varies across different products. Your shipping cost will be shown during your checkout process for clarification. 

Where does HSM deliver?
We deliver to Mainland UK, Scottish Highlands, Northern Ireland, Channel Islands and Ireland.

For International Customers you need to do the following: You need to use a forwarding company such as forward2me.com to forward the parcel. Go to their website (or a similar company) to get a quote for how much the forwarding cost will be for you. They will provide you their UK warehouse address, for you to use when ordering with us (that is the address you input when you order with us).

The status says the parcel was "Returned to Sender", what to do?
It means the courier tried to deliver the package to you, but for some reason it was impossible (i.e. address was incomplete, no one could accept the delivery). 
Please contact us at info@hsm.tv to arrange re-delivery.

What will happen if I’m not at home when you deliver?
Most of our products are dispatched by our nominated carrier and will usually require a valid signature as proof of delivery. If you are not in when your goods arrive by courier, a card will be put through your door giving details of the attempted delivery, and will provide contact details for the courier company. Our couriers attempt the delivery twice before they return the package to us.
If your order is being delivered by Royal Mail and you are not at home, Royal Mail will take your package to your local post office for collection. If this fails, the goods will be returned to HSM. 

I have not received my order yet, what should I do?
Please email us at info@hsm.tv and we will track the parcel for you and give you an update.

How to contact the courier company?
Please contact us at info@hsm.tv and we will do the work for you!

How can I track my order?
You will receive an email notification from us (info@hsm.tv) when your order will be processed.
Within 24 hours you will receive an automated email with tracking reference (you can click on a link to track your parcel). This is an automated notification, please do not reply to this email.
NOTE: We do not offer tracking service for Royal Mail deliveries.
IF FOR ANY REASON YOUR TRACKING DOES NOT DISPLAY OR DOES NOT WORK PLEASE CONTACT US AT info@hsm.tv AND WE WILL TRACK YOUR SHIPMENT FOR YOU!

How to return the product for refund?
Please email us to info@hsm.tv to request the Return Authorisation Code.
To help us to easily find your order please provide us your order number and full name (if you do not remember your order number provide us your full name and delivery postcode).
We will email you back with Return Authorisation Code, which needs to be clearly quoted on the package and our Return Department address.
It is advisable that you return your product via registered or recorded postal service, as we cannot accept any responsibility for items that are lost in transit. 
We can only accept the return of the products that are in fully resaleable condition and in original, undamaged packaging. In other cases we reserve the right to refuse a refund on the item. 

I have received the product, but it’s faulty, what should I do?
Email us to info@hsm.tv as soon as possible and we will sort this out for you!

I have returned the product without Return Authorisation number, what should I do?
Please email us to info@hsm.tv as soon as possible, so we can identify your return and refund your account if you returned the item within Money Back Guarantee Period.
If you returned the item out of Money Back Guarantee you are not entitled for a refund.

How long does it take to get the refund?
We are doing our best to process the refund as quickly as we can, however it may take up to 30 days from the day we received your returned item.
You will receive an email confirmation when your refund has been processed.
Please note: Your refund will only be credited to the credit/debit card that you used when making the purchase (refunds for returning products bought as gifts can only be given to the purchaser).