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:
- Click here to access to our Pick up contact form.
- Enter the email address you have used for this shipment.
- Provide the reference number associated with this shipment. If you don't remember the reference number, you can use this tool to retrieve it.
- Select the new date for the pick up in the calendar. Please note that pick up services are not available on weekends and/or bank holidays
- Add comments or any additional information that could be useful for the collection service.
- Click Send.
Our Customer Support will get in touch with you as soon as possible, to confirm the new pick up date and provide you all the information you need.
Carriers do not always specify the reason for a non-collection. In general, it occurs due to one of the following factors.
The carrier did not show up on the requested pick up day:
- 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.