If your shipment has not been collected, the first thing you should consider is the date and time slot selected during the purchase process (morning, afternoon, or throughout the day).
These schedules are agreed upon with carriers based on the freight destined for the postcode or collection area. Therefore, at Packlink, we cannot modify them.
If your parcel has not been collected yet, please verify these points:
- Check that the service you have purchased includes home collection.
- Access your Packlink PRO account.
- In the left navigation menu, select Ready for shipping.
- The list of orders will appear automatically.
- Locate the order you want to check.
- Click View details.
- If it includes pick up, it will indicate the chosen date and time.
- If it does not include pickup, it will indicate the Delivery Point and instructions for deposit at the office/ParcelShop.
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Review the date and time slot.
- If it's within the timeframe, please wait until the agreed-upon time has passed. The driver has more pickups to complete during that time slot. They will do their best to arrive on time.
Important
Pick up times are approximate, the route may experience occasional delays due to unexpected events such as road traffic, adverse weather conditions, roadworks, vehicle breakdowns, and transport strikes.
- Completed schedule: If the scheduled date and time has been met and the courier has not been to collect, please contact the Packlink Customer Service team by submitting a request through the Help and support section of your PRO account, selecting the Pick Up option, in order to request information from the courier so that they can provide us with details of what has happened and confirm when they will come to collect.
Our agents will contact you as soon as possible via email to offer you a solution.