Frequently Asked Questions
Can I see and try HSL furniture before I buy?
Of course. Visit any HSL showroom near you to try our feel good furniture. Our Comfort Specialists are always on hand to offer advice and assistance, including our exclusive chair fitting service.
Where is my furniture made?
All HSL furniture is handcrafted in the UK, the majority in our own Yorkshire factory. The only exception is our swivel chairs which are made outside of the UK.
Can I see my chair or sofa in a different fabric?
You can view our furniture in a wide selection of our fabrics and leathers using the visualisation tool on our website. Our showrooms also have a wide range of furniture for you to view, in a wealth of fabrics and leathers. Whilst we may not have the sofa in your exact fabric or leather choice, you may be able to view another chair or sofa in your chosen covering. We will always be able to demonstrate our full range of fabric and leather swatches either in our showrooms, or on your home visit. We offer a wealth of beautiful shades, textures, and patterns across all our ranges.
How do I make sure my new chair, sofa or bed matches my current furniture?
To ensure that our customers choose the perfect fabric or leather that fits seamlessly into their homes, we recommend bringing along any soft furnishings that might help you match up styles when you visit our showroom. Customers often bring in cushions, fabrics, throws or anything that could help make sure that they choose the right colour or pattern for them. Alternatively, try our home visit service where you will be able to view our full range of fabric and leather swatches in your own home.
What payment methods do you accept?
We accept a range of payment methods including cash (only in our showrooms), cheque and credit or debit card (Visa, MasterCard, American Express, Switch/Maestro). Payments can also be made by bank transfer, details will be provided on request. Our Home Visit team are discouraged from taking cash payments.
Full payment is required at point of purchase for all Express Delivery and clearance items. For all other products, a deposit of 30% or £100 (whichever is greater) is required at the time of purchase with the remaining balance payable within 3 weeks of placing your order regardless of lead times.
Can I order at a VAT-FREE price?
VAT-FREE prices apply only to Riser Recliners and Adjustable Beds. You must be chronically sick or disabled and complete and sign the Eligibility Declaration on the back of your order form to qualify. If the form is not completed, we have to charge you VAT at the prevailing rate until we receive your signed form.
How much is delivery?
Standard delivery is free on all of our products and includes an installation service for electrically adjustable chairs and beds. An additional delivery charge of £65 plus VAT where applicable is charged for Express Delivery products.
What is your returns policy?
Because our furniture is handmade to order, in the unlikely event that you do need to cancel we ask that you do so within 48 hours of placing your order. Cancellation or amendment more than 48 hours after an in-store order is placed will incur a cancellation charge of 30% of order value (or £100 if greater) for standard furniture ranges and 100% of order value for bespoke furniture ranges.
Whilst we try to maintain the highest standard, if you do receive an item that is faulty or damaged you are entitled to a full refund or replacement up to 30 days from the date of receipt.
If you place an order with HSL by post, telephone or Home Visit, should you wish to cancel your order you have the right to do so without giving reason. This cancellation period will expire 14 days after your receipt of the goods, so you must inform us within this period if you wish to cancel.
How do I make a complaint?
We hope that you are delighted with the purchase you’ve made and the service you have received from us and that you will never have cause to complain. If there is anything, however small, that you are not happy with, we’d like to hear about it so that we can put this right for you.
Customer Service Department
Units 1-3a Grange Road Industrial Estate
How does a riser recliner benefit me?
Our riser recliner chairs offer many wellbeing benefits. They are particularly helpful for customers who may find it difficult to rise from a chair, and can also be beneficial for those with circulation problems. As with all of our range of feel good furniture, finding the correct support is essential. Therefore, all of our riser recliners come in different sizes and are designed around the body. Our mechanism is specifically designed to operate quietly and efficiently to help you to your feet with ease.
Are the chairs safe?
Yes, they absolutely are! Our Riser Recliners and Recliners will very gently and slowly rise you to your feet or ease you back to a fully reclined position.
Will I be shown how to use my new chair?
Whether you come to your local showroom or arrange a home visit, our trained comfort specialists will be happy to explain to you all the features of our chairs. We encourage our customers to spend as much time as they need to decide if our furniture suits them. When your items are delivered, our friendly delivery team will fully install them, taking time to ensure you understand how to use them before they leave.
My new chair doesn’t feel the same as the one I tried in the showroom?
The chairs in our showrooms have been tested by many customers. As yours is brand new and has not been sat on, it will feel slightly different. Over time, it will naturally adjust.
I need a new chair but I don’t need one that rises yet
We often have customers who buy a static fixed chair and later wish to upgrade to a chair that helps them rise to their feet. It might be worth considering ‘future proofing’. Even if you don’t need a chair that helps you to your feet now, you don’t have to use that feature on the chair until its necessary. It’s an added bonus to a reclining chair that one day you might like to use.
Will I be shown how to use my new bed?
Whether you come to your local showroom or arrange a home visit, our trained comfort specialists will be happy to explain to you all the features of our beds. We encourage our customers to spend as much time as they need to decide if our furniture suits them. When your items are delivered, our friendly delivery team will fully install them, taking time to ensure you understand how to use them before they leave.
Do I need to turn my mattress?
None of our mattresses need turning. However, we do recommend that you rotate your mattress twice a year. To make it easier to remember when to rotate your mattress we suggest trying to do it when the clocks change.
Is my new bed going to fit?
All the dimensions for our beds can be viewed in our brochure or you can request these in store or by phone. We recommend that you measure the space in the room where the bed is going to be placed before ordering. Our friendly delivery team will fully install your bed on the day of delivery.