Missed Deliveries & Access Points

My tracking says my parcel was delivered to a Access Point or collection locker. Can you collect it for me?

Unfortunately, we are unable to offer a collection service for items held at pick-up points, local shops, or courier depots.

Why can’t your staff collect the package if I provide my ID?

Collection points require a government-issued ID that matches the name on the parcel. This is a simple security measure that stops random people collecting packages belonging to others.  Because the parcel is addressed to you (and not our staff), and our employees' personal IDs do not list the warehouse as their home address, collection shops will not release the goods to us. 

My courier says they tried to deliver but the warehouse was closed. What happened?

All our warehouses maintain standard operating hours.  The only exception would be a state of emergency or similar in which case the warehouse is closed but also the couriers should not be delivering.  Couriers occasionally skip a delivery stop or redirect a parcel to an access point without attempting delivery. This typically happens with new drivers or when drivers are overloaded.  If your tracking shows a "failed attempt" during our working hours, it is a courier error rather than a closure on our end.

What should I do if my parcel is at a collection point?

You should contact the courier (e.g., UPS, DHL, DPD) immediately to:

• Request a Redelivery: Ask them to attempt delivery to our warehouse address again.

• Clarify Instructions: Ensure they have the correct warehouse suite/ID number to prevent further issues.

What happens if the parcel is not redelivered?

If a redelivery is not arranged, the courier will typically hold the item for a set number of days (usually 7–10) before returning the package to the sender. Once an item is returned to the original sender, you will need to coordinate with them to have it shipped again.

Can you help me contact the courier?

As the recipient and the person who holds the contract/account with the sender, you have the most authority to request changes to a delivery. We recommend contacting them directly with your tracking number for the fastest resolution.