What happens in the event of a failed collection?

We will always endeavour to collect on the date in your original booking, but occasionally, small delays may occur due to reasons beyond our control. 

In the event of a failed collection, please follow the advice below.

Will there be an additional charge? 

If the driver doesn’t show and your collection has to be rescheduled, you will not face additional charges and we’ll do our very best to make sure delivery is unaffected. 

However, if the driver makes every effort to collect and leave without your pallets for reasons beyond their control, you will be charged for a wasted journey. This is normally 50% of the total booking cost.

Can I rearrange my collection? 

If another date suits you better, by all means, you may re-schedule your collection. 

All we ask is that you let us know at least 24 hours before collection is due to avoid any wasted collection charges. 

Simply send us a message on Live Chat to reschedule your pallet collection. 

What if the driver doesn’t show up?

All collections are done between 9am and 5pm. They can be done in the morning but they tend to be later in the day, on the drivers’ run back to the depot. 

If the driver does run out of time to collect your goods, we will do our best to notify you as early as we can. 

We will then offer to arrange a collection for the following working day, at no additional cost to the bill payer. You can request a later collection date if you wish. 

However, it’s very uncommon for the driver to not show up for collection. We can only apologise for any inconvenience this may have caused. 

Please send us a message on Live Chat with your Order ID; We’ll contact the depot on your behalf to get everything resolved. 


Was this answer helpful? Yes No