Frequently Asked Questions

Our bulk bags and pallets are non-returnable - we ask that you please dispose of them responsibly.

Delivery is available to UK mainland addresses only.

Saturday delivery is currently unavailable.

Timed delivery slots are currently unavailable.

Due to high demand lead times are currently extended by 24 hours. Timed delivery slots and Saturday deliveries are currently unavailable.

Standard delivery is usually within 3 to 4 working days. The next available delivery dates are shown in the basket after entering your postcode.

When you order before 3pm, Monday to Friday, delivery can be made in two working days by selecting Express Delivery in the basket, for which additional charges apply. For Saturday delivery order by 3pm on Thursday. When you order after 3pm on Thursday the earliest day for delivery is Tuesday.

Next day delivery and Saturday delivery are not available in the following postcode areas where extended lead times apply: AB, DD, IV, KW, PA20+, PH6-11 & PH15+.

Please note turf can only be delivered Tuesday to Friday, or Saturday for an additional charge.
 

Deliveries will usually be made anytime between 8am and 6pm, Monday to Friday (excluding Bank Holidays).

If your delivery has not arrived within 24 hours of the agreed delivery date, please contact us.

It is best if you are in to accept the delivery. We are able to deliver if you are not present and the driver will determine the most appropriate positioning for your goods. With unattended deliveries, Hallstone cannot accept any liability for theft, product deterioration or consequences arising from the positioning of your delivery.

Kerbside delivery means that the delivery will be placed as close to your property as possible, as deemed safe and practical by the driver.

To avoid damage to your property by heavy vehicles, deliveries can be made to kerbside only. This means we undertake to place the goods as close to your property as deemed safe by the driver.

For further information regarding our method of delivery, please see our Delivery Policy.

Hallstone products are delivered on pallets and are generally off-loaded using a tail lift and positioned using a manual pallet truck. Manual pallet trucks can only operate on a flat, level, concreted, or similar firm surface. They cannot operate on slopes, gravel, earth, grass or any other type of non-solid surface.

Within the M25 and some surrounding areas, orders may be off-loaded using a vehicle mounted hydraulic crane which lowers the pallet to ground level.

For further delivery information please see our Delivery Policy.

If you have any concerns about delivery, please contact us as other options may be available.

Delivery is to kerbside only. All of our products are delivered on pallets and will usually be offloaded using hydraulic tail-lift and pallet truck, therefore cannot be lifted over a hedge or fence.  For further information please see our Delivery Policy.

No, delivery is to kerbside only.  Further information can be found in our Delivery Policy.

Once you have placed your order we will send an email confirming your purchase and delivery details. If the email does not reach you, please check your junk or spam folder; if it hasn't arrived please contact us.

Please leave your contact number and instructions in the delivery notes section if you would like the driver to contact you on the day of delivery and they will endeavour to do so. Unfortunately we cannot guarantee a call ahead from the delivery driver, as it is not always possible for the driver to stop to make a call.

Unfortunately tracking isn't available with the third party carrier we use. Deliveries will be made anytime between 8am and 6pm. Due to high order and enquiry volumes currently, we are not able to provide ETAs for deliveries.

Standard delivery is free of charge to over 85% of UK mainland addresses.

There is a surcharge applied to only 24 postcode areas that are further afield which our courier charges us more to deliver to. Details of these postcodes can be found by clicking here.  

If your postcode isn't listed then there are no additional charges unless you choose a special option such as Saturday delivery for example.

If you provide a valid email address during checkout you will receive a confirmation email which contains full details of your order; this is also your VAT invoice.

Visit our Product Calculator to help you decide how much product you need to order, or, where applicable, there is a Calculator tab on product pages.

Our Standard Delivery service is free of charge to the majority of addresses in the UK, but some areas cost more to deliver to, so we add a small charge to cover a portion of this additional cost.

Also, we realise that some customers may want to specify a morning or afternoon delivery, or perhaps require their order the next day or on a Saturday. As we are charged more for this type of delivery by our haulage company, we place an additional charge on these services. You will only be charged for these types of delivery if you choose one of the special delivery options.

Hallstone bulk bags are approx. 85cm x 85cm x 85cm: 0.6m³ / 600 litres when filled.

Please visit our Recommended Depths page for full information regarding minimum recommended depths.

For safety surfaces we advise a minimum depth of 150mm, with an allowance of 10% for settling. For full details of recommended depths for play areas visit our Safety Surface Information page.

Yes, you can choose a convenient date in the basket before you checkout.

Standard delivery is free of charge on any order value, to over 85% of UK mainland postcodes.

A surcharge is applied to only 24 postcode areas that are further afield, which our third party courier charges us more to deliver to. Details of these postcodes can be found by clicking here.  If your postcode isn't listed then there are no additional charges unless you choose a special option such as Saturday or Express delivery for example:

Express delivery is £15.

Delivery is free of charge to over 85% of UK mainland addresses, however there are a small number of postcode areas that are more expensive for us to deliver to, so will incur a small charge. Click here to see if your postcode is affected.

We have a great blog post that will help you calculate the area of your garden, even if it is a strange shape. Click here to read more.

If you would like to cancel your order, please get in touch as soon as possible and we will endeavour to fulfil your request.

If your order has not been despatched, we will cancel the order and you will be refunded in full.

If your order has already been despatched, we will request the product is returned to us or it can be refused at point of delivery. The cost of returning the goods to Hallstone will be deducted from any refund due.

Please note, depending on the product, orders can be despatched up to 3 working days before delivery, or earlier if delivery is to a postcode where extended lead times are required.

Please see our Terms & Conditions for full details of our Cancellation and Refund Policy.