We aim to send out on the same day we receive your order providing we have the stock and DHL have not already collected, Mondays are always our busiest day and so occasionally we have to leave some of Mondays over until Tuesday.

DHL pickup times vary from late morning to late afternoon but we send right up until that point. During processing your order you will get a notification from them to say they are due to pick your parcel up from us and from then on they will keep you informed of the progress of your delivery right down to a one hour delivery slot, this is done by email or better still by text if you supplied a mobile number too, If this turns out not to be convenient there’s an option to change to a more convenient day. This is done in the DHL section of our tracking page. If your property is difficult to find an indication for the driver is a help too.

Sometimes emails can find their way into your “spam box”  So please check this too.

Carriage is included to UK Mainland, but not the Highlands and Islands, Isle of Man, Isle of White or Channel Islands  –  Please contact us for this regretfully this is usually too expensive.

Delivery Not arrived?

What to do:

ON  the rare occasions that this happens or you have a query/problem with delivery then in the first instance check the DPD Local Tracking Page, enter your consignment number here and you will find exactly what is happening. Usually this will answer your question.

By the way, this is the same information we get.

Occasionally if you have ordered items that have to go in more than one pack they can sometimes get split up, in most cases the the missing will arrive the next day.


However if you have not received your delivery or received a notification from DPD Local within 2 working days  please email us at sales@dustfreehay.co.uk where we will sort out.

We are here to help but in most cases queries can be dealt with by email so please check this first before you ring


We ask for a signature on delivery but if you have asked for your delivery to be left make sure you specify a safe dry place in cases of bad weather as our packs are not waterproof, once left neither we or DPD Local will be responsible for packages that get wet or stolen.