It can be confusing to find out your home delivery order has been redirected to a local collection point (like a post office, depot, or designated shop) for pick-up instead.
This article explains why this might happen and what steps you should take.
Reasons for Redirection to a Collection Point
While you selected home delivery, the shipping courier may redirect your parcel to a nearby collection point for several reasons:
- Failed Delivery Attempts: The most common reason. The courier attempted delivery at your address but no one was available to receive the package, or there wasn't a secure location deemed safe by the driver to leave it. They may leave a physical notice or update the tracking information.
- Access Issues: The courier might have had trouble accessing your property. This could be due to:
- Needing an access code for a gate or building that wasn't provided.
- Road closures or obstructions preventing access to your street or building.
- Animals perceived as unsafe in the delivery area.
- Address Problems: If the address is incomplete, unclear, or the courier has difficulty locating it, they might opt to leave it at a secure collection point nearby.
- Courier Operational Decisions: Depending on the specific courier's policies, local conditions, or even driver discretion (especially in areas with high package theft rates or difficult delivery routes), they might preemptively choose a collection point delivery after an initial assessment.
- Business/Building Policies: If delivering to a business address or apartment building, there might be specific receiving policies or hours that were not met, leading the courier to use a collection point.
What You Should You Do - Next Steps
- Check Your Tracking Information: This is the best source of information. Courier tracking updates often state:
- If delivery was attempted.
- The reason for non-delivery (if provided).
- The address and operating hours of the collection point.
- The deadline by which you need to pick up the parcel.
- Carrier contact information.
- Look for Notifications: Check your email, SMS messages, and your physical mailbox for any notification cards left by the courier. These often contain pick-up instructions.
- Prepare for Pick-Up:
- Note the collection point's full address and operating hours.
- Check the pick-up deadline. Packages are usually held for a limited time (often 7-14 days) before being returned or disposed of.
- Bring a valid photo ID (like a driver's license or passport) that matches the recipient name on the parcel.
- Bring your tracking number and any notification card or email/SMS you received.
Important Considerations
- Redirection: Once a package is delivered to a collection point, it is typically not possible for us or the courier to reroute it back for home delivery.
- Collection by Others: If someone else needs to pick-up your order on your behalf, check the courier's specific requirements – they often need ID for the collector and proof of authorization from you.
We apologize for any inconvenience. If you still have any questions or concerns, please don’t hesitate to contact our Customer Support team.