Can I arrange to collect my item from you?

When no one is available to accept an item, we will try and deliver the parcel to a neighbour, or to a local Post Office branch, where it will be held for 16 days. Alternatively it may be returned to the depot. We will leave you a card informing you of the attempted delivery and where the parcel can be collected from. If the item has been left at a Post office but you wish to collect from our depot, please contact us to arrange this. 

Can I arrange to have my item redelivered to the same address?

When no one is available to accept an item, we will try and deliver the parcel to a neighbour, or to a local Post Office branch, where it will be held for 16 days. Alternatively it may be returned to the depot. We will leave you a card informing you of the attempted delivery and where the parcel can be collected from. If you would like to have your item redelivered to the same address please contact us to arrange redelivery. 

Can I arrange to have my item redelivered to a different address?

If you would like to have your item redelivered to a different address please tell us by using the "new address" option on our Receiving a parcel page.
Please note that the different address cannot be a Post Office® and there will be a charge of £5.50 for this service. Our depot will contact you to arrange payment before your item is delivered. 

Can I arrange to have my item redelivered to a local Post Office?

You can arrange to have your item delivered to a local Post Office® by choosing the from local Post Office® option on our Receiving your parcel page. There is a charge up to £1 for this service, payable at the Post Office®.

I think my item is at a Post office?

You should have received a "We are holding a parcel for you" card. It will tell you what local Post Office your item is at. If you need help locating this Post Office please visit our Post Office locator.This locator also gives details of opening hours and has a map function for directions to the Post Office from your location. Your item will be available for collection from the next working day.

I have not received a card but I think you have tried to deliver me item. What do I do now?

To confirm whether we have attempted to deliver an item, we need either the date of the card or the parcel number. Please speak to the sender to obtain the parcel number and contact us to confirm.

Will you try to deliver my item again?

If the first attempt is unsuccessful, we will leave you a card informing you where the item has been taken. You may either collect the item from the location advised or contact us to arrange redelivery

How can I find where my depot is?

If you need help locating your local depot please visit our depot locator. This locator also gives details of depot phone number so you can check opening hours with them. The locator has a map function for directions to our depot from your location.

How can I find where the Post Office mentioned on my redelivery card is?

If you need help locating this Post Office please visit our Post Office locator. This locator also gives details of opening hours and has a map function for directions to the Post Office from your location.

Can I arrange redelivery for a Saturday?

Redelivery can be arranged on a Saturday. There is an £12 charge for this service. Our depot will contact you to arrange payment before your item is delivered.

What are the opening hours of your depots and Post Offices?

Our depot and Post Office locator  shows depot phone numbers to enable you to contact the depot to find out individual opening times. The opening times for each Post Office are on the Post Office locator.

I arranged redelivery but still do not have the parcel?

If you still do not have your parcel please book another redelivery or contact us and we will look into it.

How long will you keep my parcel before returning it to sender?

Parcels are kept for 16 days before returning to sender. If there's no return address, we'll keep the parcel at our parcel recovery centre for 3 months before disposing of it

I live outside the UK and am waiting for an item sent from the UK. Delivery has been attempted but I have no card. How can I get my parcel?

You need to contact the local delivery agent to get your parcel. Please contact us if you need more help.

You mention I need acceptable proof of identity to collect my parcel. What is acceptable?

The following are acceptable:

• Recent utility bill
• Council tax bill
• Passport
• Driving licence
• Bank statement

I would like to contact you about my redelivery

Please e-mail us . Please note that due to the turnaround time for our e-mails the most efficient way for you to get your parcel is to arrange redelivery on the website or by phoning us.Please only e-mail if you have a problem.