What happens in the event of a failed collection?

Despite having everything in order before your pallet collection, failed collection attempts can still happen. Rest assured that our drivers will always do their best to collect your pallet on time, giving you plenty of warning in advance. 

To help avoid any frustration and misunderstandings we have addressed some key points for you to keep in mind when arranging a collection. 

Are There Additional Charges? 

The price you pay is for one collection and one pallet delivery attempt as our commercial vehicles are typically expensive to run. Your goods must be ready at the collection point and your onsite contact must also be available throughout the day of collection.

Failing to be onsite and ready for refusal of service will incur a failed collection charge. 

Can I Rearrange Collection? 

We would advise you to do your best in making sure that you are ready and onsite at the time of collection to avoid taking on the hassle of booking another collection. If you know that you are not going to be available on the day specified for your pallet collection, please let us know of this immediately. 

In the event of a failed collection attempt you would have to rearrange the collection for a later date. Please keep in mind that you will be charged an additional collection and delivery fee to book another collection for your goods. 

What Happens if the Driver Does Not Arrive?

Our drivers normally complete collections between 1pm and 5pm, when they have finished their delivery run and are given 15-minute time slots. However, certain circumstances may result in them running behind and therefore, they may unfortunately run out of time to collect your consignment as planned. 

In the unlikely event of this happening to you, we would like to offer our sincerest apologies. We understand that this can be very frustrating, but rest assured that we will resolve the issue as quickly as we possibly can. Please get in touch with us to discuss the next steps.

How To Book Another Collection 

You can book another collection should you need to by contacting us directly via phone or Live Chat. We will then determine whether the collection failure was caused as a result of an issue on our end or yours.

Once we have all the information we need, we will then look at other available dates and rearrange the collection of your pallet. Please keep in mind that for every failed collection, additional charges will apply. 

Things To Remember When Booking A Pallet Collection

Before booking a pallet collection for your goods, make sure that somebody is available onsite to assist our driver on the day. If you have already booked a collection and it proves difficult to find somebody to remain onsite on the day, you must let us know of this as soon as possible. 

Our drivers need solid, flat ground for their pallet collections and deliveries. The surface must be easy to manoeuvre and safe for our drivers to load and unload pallets. We cannot park our vehicles where it is illegal for us to do so, therefore we ask that you ensure there is a clear space available.

For more information regarding pallet collections, please get in touch by calling or sending a message through our Live Chat and someone will get back to you.

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