Delivery Access & Requirements

Please use the Order Notes / Delivery Remarks field at checkout to inform us of:

• Access restrictions (narrow roads, weight/height limits, etc.)
• Unavailable delivery dates

Important: Some of our vehicles are large (up to 26 tonnes) and require suitable access and turning space. It is the customer’s responsibility to ensure the delivery location is suitable.

If access is restricted or uncertain, you must contact us before placing your order. Failed deliveries due to access issues may incur additional charges.

We strongly advise that you do not book installers or tradespeople until your order has been delivered and fully checked. We are not liable for any costs resulting from delays or damaged goods in transit.

After Placing Your Order

Please provide two working contact numbers (preferably one mobile) so our transport team can send delivery updates.

Once scheduled, you will receive confirmation via text or email. Drivers may also call ahead on the day of delivery.

During busy periods, delivery times are approximate and cannot be guaranteed.

If your order contains multiple product types, items may arrive on separate deliveries using different vehicles.

Delivery Changes

Any changes must be made at least 24 hours before delivery.

Changes made after this may result in additional charges.

Failed Delivery Policy

If delivery cannot be completed due to:

• No one present to accept the order
• Access issues not previously disclosed
• Unsafe or unsuitable delivery conditions

A 30% charge may apply for re-delivery or refunds. This covers transport, handling, and operational costs.

On the Day of Delivery

Kerbside delivery only. Drivers are not insured to carry goods into your property.

• Deliveries are made to ground level only
• Delivery must be onto a flat, solid surface
• No steep inclines

If a vehicle is permitted onto your property, it is done entirely at your own risk. Halcyon Timber accepts no liability for any damage to property, surfaces, or underground services.

Not all vehicles are crane offload. Customers may assist with unloading if they choose, at their own risk.

Health & Safety: Products may be heavy or sharp. Anyone assisting must be physically capable and use appropriate protective equipment.

All packaging and pallets remain the responsibility of the customer.

Order Amendments

Orders cannot be edited once placed to ensure accuracy.

Any changes require cancellation and re-ordering. In some cases, separate orders may be required for additional deliveries.