Find answers to what you should do if your scheduled package collection did not happen, including how to reschedule and what to expect during holidays.
Frequently Asked Questions
What should I do if my package wasn't collected?
It is very rare for collections to fail however this can be rebooked for another day that may suit you.
Log in to My Orders and click Track to rebook one free collection. You can do this after 18:00 on your scheduled collection date.
You can also contact our team who will be able to do this for you.
Can I reschedule my collection if it was missed?
Yes. You can reschedule online through your tracking page or by contacting our team. Only one free rebook is allowed. If the collection is missed again, please contact our support team.
What if my collection falls on a holiday or weekend?
Collections are Monday to Friday only, not on weekends or public holidays. If a holiday affects your booking, we’ll let you know and help reschedule for a working day.
What if my package is not collected more than once?
If you miss your collection again or the driver doesn’t arrive, contact our customer support team so we can investigate and assist further.