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My parcel has not been collected. What can I do?
My parcel hasn't been picked up and the estimated collection time has passed.
Our sincerest apologies for the unsuccessful collection of your parcel. Here are some of the options available to you:
Due to drivers busy schedule occasional delays can occur whilst on the road so we recommend waiting an extra 30-60 min to make up for any potential delays.
You can choose to rebook your collection for the next available date. Notice that you may need to replace the label if the service requires so. Click here to "Rebook my service".
If you no longer need to send your parcel you can always "Cancel and Refund".
Tracking is showing an attempted collection.
Keep in mind that sometimes the tracking system may temporarily glitch. If you still have the package, we would advise waiting for the estimated collection time to pass as tracking is updated once the parcel hits the collection depot.
The estimated collection time hasn't passed.
Nothing to worry about - if the collection is arranged for today, the driver must be on his way. Please make sure you know what the collection time window is for your service.
How do I know if the driver is on his way?
Unfortunately we do not have access to the driver or their collection logs and therefore cannot offer a more specific time for collections other than the generic time-frame for the service.
Collection times can vary depending on the service selected, these can be seen in the service description when placing the order and are confirmed in the confirmation email.
Can I still send my parcel today?
If you need to dispatch your parcel today, but you have missed the cut off for same day collections, 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 available collection slot.