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Need some help? Our most frequently asked questions are available to support you.

  • Who should I contact if I have a query?

    For queries about parcel deliveries, media, sales and driver jobs, visit our contact us page and complete a short form.

    If you would like to talk to one of our advisors regarding your delivery, please call 02476 937770. Our team are available to help you Monday to Friday 7am – 8pm, Saturday 8am – 12pm. Please note that you will require your consignment number and delivery postcode as without this information, we will be unable to progress your call.

  • What is my consignment number?

    The consignment number is the tracking number allocated to your parcel and is typically 14 numerical digits. If you have not been provided with this information, please contact your sender.

  • Can I track my parcel?

    If you’re waiting for a parcel, you can track the delivery on this site. Please refer to our parcel tracker document for an explanation of the status of your delivery. 

    You are also able to track the progress of your parcel’s journey through our 'Manage my delivery' page.
  • When will my parcel arrive?

    On the morning of the delivery, a 1 hour delivery window will be provided. Where the sender of your parcel has provided your mobile number or email address, we will send you a notification. If we have not been provided with this information, you can view the delivery window by going to our 'Manage my delivery' page and entering your consignment number and delivery postcode.

  • What will happen if I am not at home?

    In the event that your parcel has been sent on a service that requires a signature at the specified delivery address and there is no-one at home, the driver will leave a calling card. Where the sender of your parcel has provided your mobile number or email address, we will send you a notification confirming this.

    The card and notification will direct you to our 'Manage my delivery' page, where using the 'Change it' options, you can select your preferred option. Please note that the 'Change it' options displayed will be those specified by your sender.

    The below has been taken from our 'Manage my delivery' page and shows the 'Change it' options you have when rearranging your delivery. 

    Reschedule Options x5
  • How can I change my delivery address?

    To change to a different address please contact the sender of your parcel.

    Why can’t you change my delivery address directly?

    Senders prefer to manage the change of delivery addresses themselves to ensure the security of their goods.
  • I’ve received my estimated 1 hour delivery window, can I change this?

    The allocated delivery window cannot be changed, but you can select from the 'Change it' options using the link through to our 'Manage my Delivery' page which will enable you to select alternative delivery options.

  • Can you notify me when my driver is about to deliver?

    On the day of delivery you are able to select to receive a 'You’re next' notification when the driver is one stop away, typically 5-15 minutes before the delivery.

    This is available either from the link on the 1 hour delivery window notification, or you can opt for this notification on our 'Manage my delivery' page.

  • I’ve received a calling card but I was at home?

    Our driver will make all attempts possible to let you know that they have arrived to deliver your parcel, but sometimes may still miss you.

    Please do check the calling card as the driver will leave this to indicate if your parcel has been left with a neighbour, left safe, or to advise that delivery will be re-attempted the following working day.  

  • Can my driver come back today?

    The driver will be unable to come back to you today as they are on a tight delivery schedule and may already be outside of your area.

  • How can I collect my parcel?

    Select either the 'Collect from Local Parcel Shop' or 'Collect from depot' options from our 'Manage my delivery' page.

    Please note that collection will be from the following working day. Once you have selected your option, the page will display the address, opening times, directions and identification requirements of your collection option.

  • Why has my parcel been delivered to a local parcel shop?

    We really wanted to hand deliver your parcel, but as you weren’t in and we were unable to deliver to a neighbour or leave somewhere safe, we have delivered to your local parcel shop. This has been instructed by the sender of your parcel to ensure you receive your parcel as quickly as possible.
  • How do I collect my parcel from my local parcel shop using my calling card?

    The driver will have stated the address of your local parcel shop on your calling card. If you wish to collect your parcel today, please check that your parcel has been received by the parcel shop by tracking the delivery on our ‘Manage my delivery’ page. Alternatively you can collect from the following day.

    When collecting your parcel, please make sure you bring the calling card as you’ll need your card reference number. Proof of address and photographic ID may also be required.

  • Do I need to bring the calling card to collect my parcel from my local parcel shop?

    The local parcel shop will require the card reference number that is printed on your calling card as this is your pick up code. To have the pick up code sent to you enter your consignment number and your delivery postcode on our ‘Manage my delivery’ page. You will then be able to enter your contact details for your pick up code to be sent to.

    You will also be able to view the details of your local parcel shop including opening times and directions.

  • I have received a notification from Pass My Parcel advising my parcel from UK Mail is ready to collect. How do I collect my parcel?

    The email or text notification from Pass My Parcel will contain your pick up code. When collecting your parcel, please make sure you bring the notification as you’ll need your pick up code. Proof of address and photographic ID may also be required.

  • How long will my parcel be kept at my local parcel shop?

    Your parcel will be held for 7 days at your local parcel shop and you can collect your parcel at any point. 
  • How can I check the opening times of my local parcel shop?

    Enter your consignment number or calling card number, and your delivery postcode on our ‘Manage my delivery’ page. You will then be able to view the details of your local parcel shop including opening times and directions.

    The local parcel shops are generally open from 7am until 8pm 7 days a week.