What Happens in the Event of a Failed Collection?

We are the UK’s highest rated pallet delivery service for on-time collections. Over 99% of collections happen on the day booked. But no pallet network can guarantee every collection will be on time. Traffic, vehicle breakdowns, network peaks and other issues sometimes cause delays. You are not paying door to door courier prices, so occasional delays are part of how pallet networks operate.

What happens if my collection is missed?

Each morning, our automated system checks depot scan data. If your pallet was not collected, we are alerted immediately. You do not need to contact us - we are already working on a solution.

We will automatically rebook your collection for the next working day and email you with the update. If that date does not work, simply reply to the email and we will reschedule it.

For two day deliveries, we upgrade to next day where possible to keep your booking on track. Depots also give missed collections priority the next day.

Will I be charged?

If the depot ran out of time, there is no charge. If your goods were not ready or no one was there to assist the driver, a wasted journey charge applies. This charge may need to be cleared before we can attempt collection again.

When will my collection happen?

Vehicles leave the depot full of deliveries each morning and return with collections from their first run around 1pm. They then head back out on a second run, where most collections happen between 3pm and 5pm. This keeps vehicles efficient and helps control your delivery cost.

Why do we work this way?

• It keeps prices low by making vehicles as efficient as possible
• It reduces empty miles and fuel waste
• It allows us to complete more deliveries and collections each day

What if the depot fails twice?

This is very rare. If the same depot fails to collect twice, we can arrange a courier as a safeguard:

• Standard deliveries: The courier collects from your address and delivers directly to your customer, where possible and agreed by the depot and network
• Amazon deliveries: The courier takes your pallet to the delivery depot for booking into Amazon

The courier is only used with the network’s approval, when we can clearly show the depot was at fault and not you. We are on your side - we grow by providing great service, and we hold our partners in the network accountable when they do not meet the standards we all expect.

Collection process summary

• 1. You book your collection: Choose your preferred date at checkout
• 2. The depot plans your route: Vehicles leave full of deliveries in the morning, return full of collections around midday, then go back out full of deliveries again with collections on the return.
• 3. We check depot scans: If your pallet was not collected, our system flags it automatically the next morning
• 4. We rebook and prioritise: Your collection is moved to the next working day and delivery upgraded where possible
• 5. If the depot fails twice: We request a courier to keep your goods moving, subject to network agreement and clear evidence that the depot was at fault

You do not need to chase us - we will reach out to you and resolve it. This is how the UK’s most trusted online pallet delivery service keeps your goods moving, even when things do not go to plan.

Top Tip: Book Early

The earlier you book, the better your chance of being planned on the first run of the day, giving your collection more time to happen as planned. While our on-time success rate is over 99%, early bookings help make your collection as smooth as possible.

If you book last minute on the day, your collection will most likely be on the second run, typically between 3pm and 5pm.

Things to Remember

• Collections are planned on return trips from deliveries - the vehicle is not sent directly to you
• The further you are from the depot, the earlier in the return route you may be collected
• The closer you are to the depot, the later your collection is likely to be, as the vehicle heads back in
• Many factors affect timing: traffic, delays on earlier deliveries, and how full the vehicle is
• We aim to complete every collection on the day booked, but in rare cases, delays happen. We are on your side to fix them quickly

Need more advice before you book? Open Live Chat and we will help you choose the right options for your pallet delivery.