We’ve compiled answers to the most common questions about ordering online with HRN. From account setup to delivery, aftersales and returns, you’ll find everything you need below. If you can’t find the answer you’re looking for, please get in touch — we’re always happy to help.
ONLINE ACCOUNT
- Can I create an account online?
A. Yes! You can create an account when placing your first order, or at any time using the account icon in the website header. - I didn’t choose a password – what should I do?
A. If you created an account during checkout, you’ll receive an email sent to your preferred email address prompting you to set your own password securely. - Are my details secure?
Yes you can shop with confidence, your security is a priority with us. Our website uses the latest encryption and security technology to keep your personal and payment information safe, and we DO NOT store payment information on our website. Whether you’re browsing or checking out, you can trust that your data is protected every step of the way. - Will my data be shared or sold to other companies?
We respect your privacy – your data is in safe hands. We’ll never sell your personal information to anyone. The only third parties we work with are trusted partners who help us process and deliver your order. They will never contact you directly — and your details are only used to complete your purchase securely and efficiently. See Privacy Policy.
PLACING AN ONLINE ORDER
- Can I order over the phone?
A. Yes, you can order by phone from any of our four depots — Stirling, Insch, Balbeggie, or Caithness. (See our contact page) - Do you offer ‘Click & Collect’?
- Yes — you can order online and choose free Click & Collect from your nearest depot.
Click & Collect is available at the following locations: Stirling, Insch, Balbeggie, and Caithness.
Collection times:
- Monday to Friday: 8:00am – 4:30pm
- Saturday: 8:00am – 11:30am
To use this service, simply select ‘Click & Collect’ at checkout.
For same-day collection:
Once you’ve received your confirmation email, please wait at least one hour before coming to the depot to collect your order.
- When is payment taken?
A. Payment will be processed at the time you place your order. - My order is on hold – has payment been taken?
A. Yes, Payment will be processed at the time you place your order. If your item is on hold awaiting stock and we will notify you, if you would prefer not to wait, we can cancel and refund your order — just contact us. Please note, availability may change quickly.
DELIVERY & RETURNS
- When will my order be delivered?
A. Delivery times depend on the shipping option you choose at checkout. Visit our Delivery Information page for more details. - Can I track my order?
A. Yes! Once your order has been dispatched, you’ll receive an email from the courier with tracking details. - How do I return an item?
A. Please follow the instructions on our Returns & Refunds page to return any items.
ISSUES WITH YOUR ORDER
- My delivery arrived damaged — what should I do?
A. We’re sorry to hear that. Please notify us within 48hrs of receiving your delivery – email Support@HRNGroup.co.uk and complete the short returns form with details of the damage. Our team will be in touch to resolve the issue promptly. - I received the wrong item — what next?
A. Please first check your order confirmation to confirm the item ordered. Occasionally, we reuse packaging, so open all boxes to double-check. If the item is incorrect, contact Support@HRNGroup.co.uk and we’ll investigate it for you. - I’m missing an item from my order — how can I check?
A. Start by checking your order confirmation and dispatch email to see if everything was shipped together. Then check all packaging carefully. If something is missing, email Support@HRNGroup.co.uk and we’ll investigate.
LOOKING FOR MORE INFORMATION?
If you can’t find the answer you’re looking for, feel free to contact our team at Support@HRNGroup.co.uk — we’re here to help.
This page will continue to be updated based on customer feedback to better support your needs.
