Question 1

The courier hasn't arrived

Accepted Answer

I need an ETA, can you contact the courier? Why did the courier just drive past my house, but didn't come to collect? What if the driver is looking for my address? Why do collections fail?

Question 2

Get a collection update

Accepted Answer

Has the shipment been collected yet? My shipment has been collected, why is there no update to my tracking when I check it? Why have I received a failed collection email when my parcel has already been collected? Have I selected a drop off service or will my parcel be collected? I contacted the carrier and they said the collection is not booked How do I check what collection window I booked? What day is my collection booked for? What time will the courier arrive to collect my parcel? What’s the latest the courier will arrive? Can the courier come before we close? Can the courier collect after a certain time? What carrier did I book with?

Question 3

Change or rebook

Accepted Answer

How to change shipment details after booking? Can I change my courier so I can use a drop off service instead? How do I re-book a collection? What are the charges for rebooking collection? When can I appeal rebooking charges? Can you rebook the collection for me? The courier confirmed they failed to collect and I should not be charged for the collection Can I change my parcel collection date? How do I delay collection?

Question 4

Collection info

Accepted Answer

Is the date of the collection guaranteed? Do you provide an evening collection? Can I choose a specific collection / delivery window? Can I get a receipt for collection from the driver? Can I send from countries other than the UK? Why is a different courier picking my parcel up? How long can the driver wait if the shipment is not ready? Will the courier come inside to collect my parcel? Will the driver come into my office? Will the driver come into a hospital to collect? Can I leave my parcel unattended in a safe place for collection? Courier specific guidelines Can the collecting courier call me before collection or when they are outside? Which courier will be collecting? How do I see the collecting courier before I place my order? What happens if the driver cannot fit my shipment onto their vehicle? Can the courier refuse to collect, if my items aren't in a box? Packaging your items for transportation Can I provide special instructions for the driver? Can the driver quote a reference I choose when they come to collect?

Question 5

Bulky items

Accepted Answer

My shipment requires a tail lift for collection. Making sure you get the right vehicle size My parcel needs two people to lift it and you can't help? Will the collecting driver need a trolley to move my package? Do my goods have to be on a pallet? My shipment is large. How can I make sure the courier has enough space? Why we can’t call the driver The driver refused to collect my parcel because it was over the weight or size limit? I'm sure the dimensions/weight I gave are correct I need to change the dimensions/weight on my order

Question 6

Drop-off

Accepted Answer

I booked a collection. Can I drop it off instead? How do I check where my nearest parcel drop off shop is? Can I drop my parcel off to a drop-shop on a different date than the one I booked? What if the drop-off shop was closed? What time do I need to drop off for my parcel to travel today? Can I drop my parcel off at a different drop-off shop to the one I chose when I booked? Can I drop off my parcel at the courier depot? What are the maximum weight and size restrictions for drop off? The drop off shop refused to take my package? My Shipment Hasn’t Been Collected From the Drop-Off Shop

Question 7

Collection issues / failed collection

Accepted Answer

The driver refused to collect because the customs invoice was not printed/I didn't print enough copies The driver didn’t wait for my parcel to be ready The driver rang the door but didn’t wait for me to answer My parcel was not ready I missed the driver collecting my parcel The courier didn’t arrive to collect my parcel Why hasn't the driver turned up to collect my package today? EVRi has not collected my parcel. What can I do? The driver said they would come back with a tail-lift vehicle, but they haven’t? I am still waiting to hear why my parcel wasn't collected. How much longer should I wait? The driver didn't collect all of my parcels/shipments? The courier said they would come back but they haven't. The driver refused to collect my parcel The driver took the wrong parcel. What can I do? You failed to collect, I’m entitled to compensation

Question 8

Cancellations and refunds

Accepted Answer

How can I cancel my booking and get a refund?

Is there a charge for cancellation?

Can I appeal the cancellation charge?

Can I cancel a shipment that’s already collected?

Why was my collection cancelled?

The courier failed to collect, I should not be charged for cancellation