In the rare event that the carrier did not collect the shipment on the requested day, you can request a new collection.
To reschedule a pick up, please follow these instructions:
- Access your Packlink PRO account.
- On your shipping dashboard, locate the order that has not been picked up yet and click on See details.
- In the section Other actions, click Create support ticket.
- Automatically, a new window will open in your browser. Among the available ticket types, choose Pick Up.
- Then, scroll down to the bottom of the page and choose a new pickup date on the calendar
(excluding weekends and holidays).
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Important Collections are always arranged for the next day.
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- Enter any comments, observations, or relevant information in the corresponding field that could be useful for the pick up service.
- Click Create.
Our Customer Support will get in touch with you as soon as possible via email, to confirm the new pick up date and provide you all the information you need.
If the carrier does not come to collect the goods, it may be for one of the following reasons:
- The courier could not carry out the collection due to traffic or other logistical problems.
- Unexpected events, such as a police investigation, roadworks, extreme weather conditions, vehicle breakdown, transportation strikes or road closures.
- System failure: the carrier's system did not receive your orders details correctly.
- Incorrect data/Missing information: accurately indicate the sender's information (name, surname, street and house number, name on the doorbell, opening hours/concierge, digicode to access the building)
The carrier showed up on the requested day, but they didn't pick up the parcel:
- Insufficient packaging: any items placed in a package without following our Packaging guide.
- Goods cannot be identified: the label or the address sheet is missing.
- The Customs invoice is missing.
- The shipment exceeds the size or weight you entered when you finalised the order.
- The shipments includes prohibited or restricted items.
- The parcel is not ready for the pick up.
- Pallet and bulky goods: the service you have selected for this shipment does not include additional means, which are necessary to load and unload your goods.
- The sender was absent at the address at the time of the collection.