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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 'Sorry we missed you' 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. 

    Notifications
  • 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 'Sorry we missed you' 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 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 the 'Collect from depot' option from our 'Manage my delivery' page.

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