Failed collection and re-collection costs

If a driver attends but cannot collect your goods because of an issue at the collection address, a failed-collection charge may apply.

For a standard pallet-network booking, the charge is £20 + VAT for the whole consignment. It is not charged per pallet.

You will not be charged when the depot fails to attend or the collection is missed because of an operational issue for the depot that is outside of your control.

How much does re-collection cost?

Standard pallet collections

A failed standard collection costs £20 + VAT for the complete consignment. This covers the failed stop and the work required to arrange another collection through the local depot.

The charge must be paid before another collection attempt can be booked.

Truckload collections

Truckloads are priced differently because a dedicated vehicle and driver may have been reserved for the collection.

If a dedicated vehicle attends but cannot collect, the booking may be charged again up to the full original collection cost. This reflects the vehicle and driver costs already incurred.

We will confirm the amount before arranging another truckload collection.

When can a failed-collection charge apply?

The charge may apply when:

• The goods are not ready when the driver arrives.
• Nobody is available to release the goods.
• The onsite contact or bill payer cannot be reached.
• The collection point refuses to release the goods.
• The address is closed during the collection window.
• Access restrictions were not declared when booking.
• The pallet size or weight differs from the information provided.
• A required forklift, loading facility or other equipment is unavailable.
• The ground or loading conditions are unsafe.
• The driver cannot complete the collection within the permitted waiting time.
• Goods (such as an engine) are not prepared as requested when booked.

What happens when the driver arrives?

This is a kerbside pallet collection service. Drivers must remain close to their vehicles and cannot leave the vehicle to search inside buildings. Drivers do not leave a calling card or written instructions at the address. PalletOnline contacts the bill payer by phone if there is an issue.

1. The driver arrives at the collection address.
2. The driver looks for the onsite contact and calls the telephone number supplied with the booking.
3. If nobody answers, or the collection cannot be completed immediately, a maximum 15-minute waiting period begins.
4. The collecting depot alerts PalletOnline during this period.
5. Our support team attempts to contact the bill payer and the onsite contact held on the booking.
6. If the problem cannot be resolved within the 15 minutes, the driver must continue with the planned route.

The 15 minutes is the maximum waiting time from the driver’s arrival. It is not an additional waiting period after PalletOnline has been contacted.

Why can the driver not wait longer?

The driver works for the local transport depot within the pallet network, rather than directly for PalletOnline. The depot controls the vehicle and its route.

Each driver has multiple collections and deliveries planned across the day. Waiting longer at one address delays every customer later on the route and could cause further collections or deliveries to fail.

We will make every reasonable effort to resolve the problem during the 15-minute window, but we cannot instruct a network driver to remain onsite beyond the permitted waiting time.

Why can the charge not be waived?

Once the driver has attended and the depot confirms a failed collection, the depot raises a charge against the booking.

The vehicle time, fuel, route capacity and driver time have already been used. The depot must also plan and administer another collection attempt.

The charge therefore applies consistently whenever the failure was caused by the collection point. Waiving it would leave PalletOnline carrying a cost already incurred with another company in the network and would not account for the disruption to the driver’s remaining route.

When will I not be charged?

A failed-collection charge will not apply when the depot is responsible, including when:

• No collection vehicle attends the address.
• The depot runs out of time before reaching the collection.
• The allocated vehicle breaks down.
• The depot sends an unsuitable vehicle despite the correct requirements being provided when booking.
• Another depot or network issue prevents the collection from taking place.

If responsibility is unclear, we will review the depot records, driver notes and available contact history before confirming whether a charge applies.

How to avoid a failed-collection charge

• Make sure the onsite contact knows the collection is taking place.
• Provide a working mobile number and keep the phone available.
• Ensure the bill payer’s contact details are current.
• Have someone available throughout the 9am to 5pm collection window.
• Make sure the goods are ready, packaged, labelled and accessible.
• Enter the correct pallet dimensions and weight.
• Declare all access restrictions and vehicle requirements when booking.
• Arrange any required forklift or loading equipment in advance.
• Tell us about any changes as early as possible.

What happens after a failed collection?

If the collection fails for a chargeable reason, we will contact you with the amount due and explain why it has been applied.

Once the charge has been paid, we can arrange another available collection date. Please make sure the original issue has been corrected before rebooking, as another failed attempt may result in a further charge.

For more information about depot route planning, collection times and depot-caused failures, read our missed or failed pallet collections guide.

If you believe a charge has been applied incorrectly, contact us through Live Chat with your order number. We will check the depot records and contact history before responding.