My parcel was not delivered to the right pick-up pointUpdated 4 hours ago

On rare occasions, a courier may redirect your parcel to an alternative nearby collection point. This usually happens if:

• The original parcel shop is full (for example during peak seasons, such as Christmas time or sales periods).
• The shop is closed on the delivery day (e.g. unexpected closure, holiday, or half-day).
• The delivery driver cannot access the location (e.g. roadworks, security gates, or parking restrictions).

How do I find out where my parcel has been diverted?

Check the tracking link in the email or SMS sent by the courier. The updated pick-up location, its address, and opening hours will be displayed directly on the tracking page.

Can the parcel be moved to another location?

Once a parcel has been scanned into an alternative pick-up shop, we cannot re-route it to a different address or location.

If you are unable to collect it: The parcel will be held at the parcel shop usually between 8 to 14 days, depending on the courier. Once this time elapses, it will be automatically returned to our warehouse. As soon as your returned parcel is checked in by our logistics team, we will process your full refund.

Have a question about your delivery? Our customer care team is here to help at [email protected].