What Happens in the Event of a Failed Collection?

We'll do our best to stick to the date you originally booked, but sometimes, there might be minor delays that are out of our hands.

If we can't make the collection as planned, please follow the guidance below.


Will there be an additional charge? 

If the driver doesn't show up, and we need to reschedule your collection, don't worry – there won't be any extra charges. We'll do our utmost to ensure that your delivery remains on track.

On the flip side, if the driver does everything possible to collect your pallets but is unable to do so due to circumstances beyond their control, you will incur a charge for the wasted journey. Typically, this amounts to £20+VAT.


Can I rearrange my collection? 

If you have a different date in mind that works better for you, feel free to change your collection date.

We kindly request that you give us a heads-up at least 24 hours before your scheduled collection to avoid any unnecessary charges.

Just shoot us a message via Live Chat, and we'll help you reschedule your pallet collection. 


What if the driver doesn’t show up?

Our collection times typically fall between 9 am and 5 pm, with a tendency for later collections as drivers make their way back to the depot in the afternoon.

In the rare event that a driver runs out of time to collect your goods, we'll make every effort to inform you as soon as possible. Rest assured, we've got your back.

We'll then offer to reschedule the collection for the next working day, and there won't be any extra charges on your booking. If you prefer a different collection date, just let us know.


Does someone need to be present at the collection point?

It's a good idea to have someone present when our driver swings by for pick-up. This helps as they can tell the driver which pallet to grab. Our drivers won't just assume, so having someone there is key.

But if there's no one around to help out, make sure you add a clear label on the pallet and put it on solid, easy-to-reach ground.

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