Access requirements for delivery drivers

Your collection and delivery address must be accessible by an 18-tonne vehicle as standard. If access is restricted, you can request a smaller 7.5-tonne vehicle during checkout. It is your responsibility to check access before booking.

It is highly recommended that someone is onsite at both collection and delivery to hand over or receive the goods, and be reachable by phone on the day.

If no one will be onsite, you must give us clear written permission at the time of booking along with detailed instructions on where to leave the goods safely. Without this, the driver will not leave the pallet unattended and a redelivery charge may apply.

How to tell us about access restrictions

Add any access restrictions when placing your booking. You can request a smaller vehicle at checkout if needed. If you missed something important, speak to us on Live Chat before your collection or delivery day.

Delivery tracking and proof of delivery

You can track your pallet through every stage of the delivery process. Once delivered, a Proof of Delivery (POD) will be available to download from your tracking page.

Who unloads the pallet?

If you booked a tail lift, the driver will unload your pallet at the kerbside using a pallet truck and move it to the nearest accessible location. This is a kerbside service only - drivers do not take goods inside buildings, up steps or across rough ground.

Do your drivers need help?

Drivers are equipped to handle standard pallet deliveries without assistance. In tight or difficult spaces, having someone on-site to help guide them or move obstacles may be helpful but is not required.

If you are unsure whether your site is suitable, check your access first. If you still have concerns, speak to us on Live Chat.