Delivery Policy

We want your order to reach you in the best condition and as quickly and easily as possible, so it is very important to read the delivery information below prior to placing your order to avoid any potential issues. We’re here to help – if you have any questions or concerns please contact us to discuss options. 

Please be aware that issues affecting the UK haulage industry are impacting on our normal service levels and some orders are being delayed. These delays have in turn led to an unprecedented number of enquiries into the haulage system which means we cannot currently offer estimated arrival times and are not always able to obtain delivery updates. If your delivery has not arrived within 24 hours of your requested delivery date, please contact us. We apologise for any inconvenience this may cause, but unfortunately these issues are beyond our control. 

‘Tail lift & manual pallet truck’ deliveries

For the majority of our deliveries across the UK mainland we use a trusted, national pallet delivery network. Deliveries are usually made to the kerbside using a tail lift and manual pallet truck. 

  • Vehicles are up to 11 metres (36′) long, 2.5 metres (8′ 2″) wide, 4.6 metres (15′) high, which is roughly the size of a double decker bus.
  • We may be able to arrange a smaller vehicle, so you must advise us if there are any obstructions to delivery, such as narrow roads, low bridges, overhanging branches or weight restrictions.
  • Orders will be off-loaded using a tail lift and manual pallet truck – a low level trolley with small wheels – then pulled by the driver to the kerbside. There must be a flat, even, solid surface to deliver successfully; they cannot operate on earth, grass, gravel or any other uneven non-solid surfaces or slopes.
  • It is important that you advise us – prior to your delivery date – if there are any parking restrictions, access issues or parked cars that may prevent delivery.
  • Where possible, goods may delivered as a single pallet consignment.
  • Please bear in mind that bulk bags and pallets of turf are very heavy, so the driver will undertake to place the goods as close to your property as they deem safe.


Hallstone Direct Tail Lift Delivery Guidelines

‘Hiab’ deliveries 

Occasionally, within the M25 and some surrounding areas pallets will be off-loaded using a vehicle-mounted hydraulic crane (‘hiab’). If a ‘hiab’ vehicle is to be used for your delivery this will be shown in the basket beside the products you’ve ordered after entering your postcode. 

  • ‘Hiab’ vehicles are approximately 9.2 metres (30ft) long, 3 metres (9.8ft) wide, 2.6 metres (12ft) high. Please allow 2 metres clearance on each side of the vehicle to enable safe operation.
  • ‘Hiab’ cranes cannot operate in close proximity to overhead obstructions such as cables or tree branches and cannot be used to lift pallets over parked vehicles.
Hallstone Direct Hiab Delivery Guidelines

Large Quantity Turf Orders

Orders of 1,720+ rolls of turf will be delivered by articulated vehicle and will require mechanical offloading to be arranged by the purchaser; this is reflected in the sales price. There must be sufficient access for an articulated vehicle to the delivery point to ensure a successful delivery, and any restrictions must reported to our Customer Services Team 48 hours prior to delivery. 

Failed deliveries

If we attempt to make delivery, but are unable to do so a charge of £30 (inc. VAT) per pallet will be made to cover the cost of redelivery or return of the items to Hallstone Direct, if for example:

  • an incorrect address being given;
  • insufficient access;
  • issues on the approach to your location that you have not informed us of prior to delivery, such as roadworks in your street or parking restrictions;
  • an unsuitable offloading area, or;
  • incorrect/insufficient instructions being provided. 

If redelivery of the order is requested then the fees must be paid prior to the items being released. Due to turf being perishable, where delivery cannot be made successfully, we will be unable to refund the amount paid for the turf as this item cannot be restocked. Delivery fees will not be refunded in the event of a failed delivery. 

Products per pallet

We will always do our utmost to maximise the number of items on each pallet, but due to weight restrictions the average number of items which will fit on one pallet is up to:

  • 1 bulk bag
  • 40 rolls of turf

Please note: bags and pallets are non-returnable. We ask that you recycle or dispose of them in a responsible manner. Where possible, goods may delivered as a single pallet consignment.

Further delivery information can be found by clicking the links below:

Delivery Charges Summary
Postcode-Based Delivery Charges