Failed delivery and re-delivery costs

If a driver attends but cannot complete a standard UK pallet-network delivery because of an issue at the delivery address, a failed-delivery charge of £30 + VAT per pallet will apply.

Truckload and international deliveries are charged differently and may be recharged at up to the full original delivery price.

The charge covers the vehicle space, driver time, additional handling and new delivery attempt required when pallets cannot be unloaded as planned.

You will not be charged when the delivery depot or carrier fails to make the delivery because of an operational issue outside your control.

How much does re-delivery cost?

Standard UK pallet-network deliveries

A failed standard delivery costs £30 + VAT for each pallet included in the failed attempt.

For example:

• One pallet: £30 + VAT.
• Two pallets: £60 + VAT.
• Three pallets: £90 + VAT.
• Four pallets: £120 + VAT.

Truckload deliveries

A truckload uses a dedicated vehicle rather than shared pallet-network space. If the vehicle attends but cannot complete the delivery, the service may be charged again at up to the full original delivery price.

This reflects the dedicated vehicle and driver costs already incurred and the cost of arranging another vehicle to complete the delivery.

International deliveries

International deliveries do not use the standard UK re-delivery tariff. If an international carrier attempts delivery but cannot complete it for a reason at the delivery address, re-delivery may be charged at up to the full original delivery price.

This reflects the additional carrier, route planning and cross-border transport costs involved. We will confirm the exact charge before arranging another international delivery attempt.

The applicable charge must be paid before another delivery attempt can be arranged.

Why is the standard charge calculated per pallet?

Delivery vehicles leave the depot carrying freight for multiple customers. Every pallet takes up vehicle space that could otherwise have been allocated to another delivery.

If your delivery fails, the pallets remain on the vehicle for the rest of the driver’s route. They must then be:

• Returned to the delivery depot.
• Unloaded from the vehicle.
• Handled and stored again.
• Replanned onto another delivery route.
• Reloaded onto another vehicle.

The more pallets involved, the more vehicle capacity, handling and depot space are required. This is why the standard UK charge applies to each pallet rather than to the consignment as a whole.

What happens when the driver arrives?

All pallet deliveries are kerbside. 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 delivery address.
2. The driver looks for the onsite contact and calls the telephone number supplied with the booking.
3. If nobody answers, or the delivery cannot be completed immediately, a maximum 15-minute waiting period begins.
4. The delivery depot or carrier alerts PalletOnline during this period.
5. Our support team attempts to contact the bill payer and the onsite delivery 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 delivery depot or contracted carrier rather than directly for PalletOnline. The depot or carrier controls the vehicle and its route.

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

We will make every reasonable effort to contact the bill payer and resolve the problem during the 15-minute window. We cannot instruct a network or contracted driver to remain onsite beyond the permitted waiting time.

Why can the charge not be waived?

Once the driver has attended and the delivery depot or carrier confirms a failed attempt, a charge is raised against the booking.

The vehicle space and driver time have already been used. The pallets must also be returned, handled again and allocated space on another delivery vehicle.

The charge therefore applies consistently whenever the failure was caused by the delivery point or incorrect booking information. Waiving it would leave PalletOnline carrying costs already incurred with another company in the network or an external carrier.

It would also disregard the disruption caused to the driver’s remaining route and the vehicle capacity that could have been used for another customer’s freight.

When can a failed-delivery charge apply?

The charge may apply when:

• Nobody is available to accept the goods.
• The onsite contact or bill payer cannot be reached.
• The delivery point refuses to accept the goods.
• The recipient was not expecting the delivery.
• The address is closed during the delivery window.
• The address or contact information supplied is incorrect.
• Access restrictions were not declared when booking.
• A smaller vehicle was needed but was not requested.
• A required forklift or unloading facility is unavailable.
• The ground or unloading conditions are unsafe.
• The recipient expects the driver to move the pallet beyond the kerbside delivery point.
• The delivery date is changed after the pallet has already been planned or loaded.
• The driver cannot complete the delivery within the permitted 15 minutes.

Who is responsible for preparing the delivery point?

The person placing the booking is responsible for making sure the delivery point:

• Knows the goods are being delivered.
• Has agreed to accept them.
• Has someone available during the delivery window.
• Can accommodate the vehicle requested.
• Has the correct unloading equipment where required.
• Understands that the service is kerbside only.

This applies even when the person booking and paying for the service is not located at the delivery address.

When will I not be charged?

A failed-delivery charge will not apply when the delivery depot or carrier is responsible, including when:

• No delivery vehicle attends the address.
• The depot or carrier runs out of time before reaching the delivery.
• The allocated vehicle breaks down.
• An unsuitable vehicle is sent despite the correct requirements being provided when booking.
• Another depot, carrier or network issue prevents the delivery attempt from taking place.

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

How to avoid a failed-delivery charge

• Tell the recipient when the pallet is due.
• Make sure they have agreed to accept it.
• Provide a working mobile number for the onsite contact.
• Keep the bill payer’s contact details up to date.
• Ensure someone is available throughout the delivery window.
• Check the full delivery address and opening hours.
• Declare narrow roads, low bridges, tight turns and other access restrictions.
• Request a smaller vehicle during checkout where required.
• Arrange any required forklift or unloading equipment.
• Ensure there is a safe, hard and level kerbside unloading area.
• Check your tracking for the latest delivery updates.
• Tell us about any changes before the pallet leaves the delivery depot.

What happens after a failed delivery?

If a delivery fails, it is normally moved to the next working day. If there is an issue, PalletOnline will be in contact with the bill payer to discuss the next steps.

The pallets will normally be returned to the local delivery depot or carrier facility at the end of the driver’s route.

We will contact you with the charge due and explain why it has been applied. For standard UK deliveries, this will normally be £30 + VAT per pallet. Truckload and international deliveries may be charged at up to the full original delivery price.

Once payment has been received and the original issue has been resolved, we can request re-delivery on the next available working day or carrier service.

Please respond promptly. Goods that remain undeliverable may incur further storage or return charges in accordance with our terms.

For more information, read our kerbside delivery guide and check the latest updates through online tracking.

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