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Customer Help Centre

What can we help you with?

My parcel has not been collected. What can I do?


If your parcel has not been collected, you may be able to rebook your collection. In the event that you’re unable to rebook your collection, you can switch to a drop-off service.

Why hasn’t my parcel been collected?

There are usually only a few reasons why a courier is not present for a scheduled collection:

  • Driver Out of Time — the driver has reached their legal daily driving limit of 10 hours before they have reached your specified collection point. This can be caused by traffic delays.
  • Force Major — this is a failure scan indicating that an authority has prevented the driver from completing the route to your selected collection point. This could be a police diversion or a road event, such as a marathon.
  • Booking Error — the driver doesn’t have your collection scheduled in their system.

What should I do now?

To see whether you can rebook your collection:

  • Go to the rebooking page
  • Select your order from the drop-down menu
  • Click ‘Rebook Collection’
  • Select a date to rebook

Can I still send my parcel today?

If you need to dispatch your parcel today, you can switch to a drop-off service instead.

Opting for a drop-off service guarantees you won't experience another failed collection. Plus, you can drop off your parcel today, rather than having to wait for another collection tomorrow.

To switch to a drop-off service, select the option ‘Switch to Drop-Off’ below the collection rebook menu on the rebooking page.

When you switch from collection to drop, you will be refunded the difference in price.

Click here to chat to a member of our Live Help team if your collection issue has still not been resolved.

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