What Are the Requirements for Collection and Delivery?

• Requirements
• Same Day Collection
• Preparing for Collection
• Do You Supply Pallets?
• What Happens if Collection or Delivery Fails?
• Summary of Key Points

Requirements

To help your collection and delivery run smoothly, please make sure your goods are prepared correctly and the driver has clear and safe access to the site.

It is your responsibility to ensure your goods are:

• Ready and waiting on a pallet unless you have booked our Pallet and Wrap service
• Left in a clear, level area with no obstructions
• Fully labelled and safely secured for transport

All collection and delivery points must be accessible for a large vehicle unless a small vehicle is selected during booking. If there are any tight roads, parked cars, height restrictions or other access issues, these must be explained at the time of booking. Failure to provide this information may result in delays or a wasted journey charge.

Collections and deliveries are quick. Drivers aim to complete them within 15 minutes, so please ensure your goods are ready before they arrive. Our vehicles run multiple routes each day and cannot wait for extended loading or site access delays.

If you have any doubts about vehicle access or preparation, contact us on Live Chat and we will guide you through what to expect.

Same Day Collection

Same day collection is available for 1 to 3 pallets when booked before 11:45am Monday to Friday (excluding public holidays).

If you are sending 4 or more pallets or need our Pallet and Wrap service, please book before 4:45pm the previous working day. This gives us time to allocate vehicle space and prepare your booking.

Preparing for Collection

Drivers aim to complete collections within 15 minutes. Make sure your goods are ready before they arrive.

• If supplying your own pallet, load and wrap your goods securely and leave them in a clear, accessible area
• If using the Pallet and Wrap service, our driver may palletise your goods at collection if space allows
• Where vehicle space is limited, the driver will collect your loose items and palletise them at our depot before onward delivery

Important: For Pallet and Wrap bookings, each individual item must weigh no more than 25 kg. This protects the shrink wrap and keeps your goods safe during transit.

Access to the collection and delivery point must be clear for a large commercial vehicle unless you select a small vehicle at checkout. It is the bill payer's responsibility to inform us of any access restrictions such as narrow roads, low bridges, tight corners or restricted parking.

If the driver cannot access the site safely or legally and no prior notice was given, this will be classed as a wasted journey and additional costs will apply automatically.

Do You Supply Pallets?

Pallets are only supplied if you book the Pallet and Wrap service. This service includes a pallet and shrink wrap for your goods. We do not carry empty pallets or supply pallets for other uses.

• The driver may palletise your goods at collection or take them back to the depot if needed

What Happens if Collection or Delivery Fails?

We review all collections and deliveries overnight. If your pallet is not scanned at the depot, we will contact you the next working day. You do not need to contact support unless you have further questions.

If the driver arrives but cannot access the location or collect the goods due to parked cars, locked gates, unclear instructions or any other avoidable issue, the collection or delivery will be classed as a wasted journey. A second trip will be charged automatically.

• Provide clear and accurate access instructions in your booking notes
• Select a free small vehicle at checkout if your address is difficult to reach with a larger truck
• Ensure someone is available, or the goods are left ready in a safe and accessible location

Summary of Key Points

• Same day collection for 1 to 3 pallets, book before 11:45am Monday to Friday
• 4 or more pallets and Pallet and Wrap bookings, book before 4:45pm the previous working day
• Each item for Pallet and Wrap must weigh no more than 25 kg
• Leave clear and safe access for our vehicle, large trucks as standard unless a small vehicle is selected
• Bill payer must tell us about tight access, parking or road restrictions in advance
• Collections are completed quickly, have your goods ready and accessible
• We review all missed collections overnight and contact you the next working day if there is an issue
• Failed collections or deliveries where access is not possible or no instructions are provided will be charged for a second attempt

If you need help with your booking, speak to our team on Live Chat.