Help and advice

Redelivery options

If we were unfortunate enough to miss you with an attempted delivery as we were unable to deliver the parcel securely, then there is a number of different options available to you in order to make sure we get you your parcel as quickly and conveniently as possible.

Your driver would have left a 'we called to deliver/collect your parcel' card. Please read this as it will tell you whether:

  1. We will deliver the parcel again tomorrow.
  2. Your parcel has been left with a neighbour.
  3. Your parcel has been taken to your local Post Office branch.
  4. Your parcel has been returned to our depot.

If you want to arrange for your parcel to be delivered to a different address then please note that we are only allowed to deliver parcels to a different address after one attempt has been made to deliver to the address on the parcel.

  1. After the first delivery attempt, If your parcel has been left at the Post Office:
  • Please call 03448 00 44 66 to arrange redelivery to a different address. Please note that there is a charge of £5.50 for this option and it can take up to 3 days for the parcel to be redelivered.
  1. If your parcel has been left at a depot:
  • The quickest and easiest way is to visit the receiving a parcel page and select the “new address” option.
  • Or call 03448 00 44 66.

For a parcel to be redelivered to a different address there will be a charge of £5.50. Our depot will contact you to arrange payment before your item is delivered.

If you want to rearrange the delivery for a Saturday then please visit our receiving a parcel page to do this. There is a £12.00 charge for this service. Once you request this, your local depot will contact you to arrange payment before your item is delivered.

If you want to collect your parcel from one of our depots then please visit the depot locator locator for the address, directions and opening times.

  • Your parcel will be ready for collection from the next working day.

If your parcel has been left at a Post Office but you wish to collect from our depot, please contact us to arrange this.

  • Your parcel will be kept at the Post Office or depot for the following calendar days:
  • expresscollect: 7 calendar days
  • Other UK services: 16 calendar days
  • GLS items: 21 calendar days
  • Other International services and charge parcels:  16 calendar days

If you want your item to be redelivered to a local post office then please note we are only allowed to deliver to a Post Office after one attempt has been made to deliver to the address on the parcel.

After the first delivery attempt:

  • The quickest and easiest way to arrange for your parcel to be delivered to the Post Office is to visit the receiving a parcel page and select the “from local Post Office” option.
  • Or call 03448 00 44 66.

Please note: that there will be a charge of £1 for a parcel to be redelivered to your local Post Office; which will need to be paid when you collect your parcel. However if your parcel exceeds the Post Office’s weight and size restriction, delivery to a Post Office will not be possible.

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