Knowledge Base

Can I have a morning collection?

In category Collection

If you book one of our Same Day services early in the morning (on a weekday) your parcel is likely to be collected in the morning. However, morning collections are not …

It's 4pm and my collection hasn't happened...

In category Collection

Collections are made up until 6pm for most services and up until 9pm for Hermes and Home delivery services –this is excluding weekends, bank holidays or public holidays. Please feel …

What compensation do I get if my package is not collected on time?

In category Collection

Our only service which offers a collection money-back guarantee is the Interparcel Premium service, available to UK destinations. On all other services, they are either non guaranteed or guaranteed …

Will Interparcel contact me if my collection fails?

In category Collection

Interparcel are a courier broker and therefore not the collecting agent. We have very few collection issues, but if the collection does not take place please contact us so that we are aware and can …

Will my consignment be collected in the time slot I request?

In category Collection

Drivers will always try to stick to the requested time slot but they cannot guarantee that they always will.  For this reason, we are unable to provide a specific time frame for collections.

Refused collection due to insufficient packaging - what next?

In category Collection

Your goods must be packaged securely so that they can be protected whilst they are travelling in the courier system. Once your goods are repackaged and ready for recollection, please email, …

A Collection is booked, but I cannot print my label, what shall I do?

In category Collection

If your collection is booked but you are unable to print a label, please contact our customer service team. We can postpone the collection and arrange to print the label …

How do I send dangerous goods?

In category Collection

You cannot send dangerous or hazardous goods through our services. Dangerous goods are strictly prohibited. Dangerous goods include, but are …

What happens if my collection fails?

In category Collection

Occasionally there may be a reason a driver is unable to collect. It may also be the person at the collection address who missed the driver. Either way, when a collection fails, the sender will …

Can I arrange a parcel collection for today?

In category Collection

During the quote and book process, we’ll show you which services are still available for collection that very day and how long you have to place a booking. If you would like your …

What happens if I am not available for a collection? Can I re-book a collection?

In category Collection

All you need to do is contact us. You can easily rearrange your collection for another time or alter the collection address which you have provided. Parcels can be collected …

Can I leave my parcel unattended in a secure place?

In category Collection

We do not advise customers to leave their parcels in a secure location. Our couriers expect parcels to be handed over to them in person when they make collections. Whilst it’s down to …

Which items are prohibited or restricted with collection services?

In category Collection

There are certain items which are not suitable for courier delivery. These items, known as prohibited items, cannot be sent using any of our services– including Collection services. You can …

What time will my parcel be collected?

In category Collection

The time of parcel collection will depend on your chosen courier service and the driver’s route on the day. Most collections typically take place between 8:00 am and 7:00 pm, although …

Will a courier return if I book another collection?

In category Collection

If you have already had a parcel collected by a courier driver and you have another parcel to send, you can book another Collection service with the same courier. However, this does not …