My parcel has not been collected. What can I do?

If your parcel has not been collected, you may be able to rebook your collection or switch to a drop-off service.


Why hasn’t my parcel been collected?

There are a few reasons why a courier may not be present for a scheduled collection:

  • Driver Out of Time - other deliveries have ran over their allotted time period, which means there’s no time left on the day for the driver to collect your parcel.
  • Force Majeure - this is a failure scan indicating that an authority has prevented the driver from completing the route to your selected collection point. This could be an event like a marathon or long traffic delays due to road works or an accident.
  • Booking Error - the driver doesn’t have your collection scheduled in their system.

Rebook your collection

To rebook you will need your PFW reference and either the email address used to place the order or your collection postcode.


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