Missed Deliveries
If you miss a delivery, don’t worry. In most cases, the courier will contact you with the next available options for your parcel.
The options available may vary depending on the courier, delivery address, parcel size, product type and delivery service used.
Courier notification
If a delivery attempt is missed, the courier will usually send an email, text message, app notification or calling card with information about your parcel.
This notification may include a link to manage your delivery. Depending on the courier and service used, you may be able to:
- Rebook delivery for another available day
- Deliver to a neighbour
- Leave the parcel in a safe place
- Redirect the parcel to a local pickup point, parcel shop or depot
- View tracking updates for the next delivery attempt
Please follow the instructions provided by the courier as soon as possible, as parcels can only be held for a limited time.
Managing your delivery
Where available, you can manage your delivery using the tracking link provided by the courier.
If your parcel is being delivered by DPD, your DPD email or SMS notification will usually include a link to manage your delivery. This may allow you to choose options such as delivery to a neighbour, leaving the parcel in a safe place, rearranging delivery or redirecting to a DPD Pickup Shop.
If your parcel is being delivered by another courier, the available options may be different. Please check the courier tracking page for the options available for your delivery.
Safe place and neighbour deliveries
Some couriers may allow you to request delivery to a safe place or neighbour.
Please only choose a safe place if it is secure, sheltered and suitable for the parcel being delivered. We do not recommend selecting a safe place for high-value, fragile, weather-sensitive or restricted items.
If you ask the courier to leave your parcel in a safe place or with a neighbour, please check that location before contacting us about a missing delivery.
Pickup points and parcel shops
Some couriers may offer delivery to a local pickup point, parcel shop, locker or depot.
If your parcel is redirected to a pickup location, the courier will confirm where it has been taken and how long it will be held for. You may need to take ID and your tracking information when collecting your parcel.
Please collect your parcel within the timeframe provided by the courier. If it is not collected in time, it may be returned to us.
If your parcel is returned to us
If a parcel is returned to us because delivery was missed, refused, not rearranged, or not collected from a pickup point in time, we’ll contact you once it has been received back.
If you still want the order, we may be able to arrange re-delivery. A further delivery charge may apply.
If you no longer want the order, we’ll process any applicable refund once the parcel has been received back and checked. Original delivery charges may not be refunded where the delivery failed because the parcel was not accepted, rearranged or collected.
Didn’t receive a courier notification?
If you have not received a courier notification, please check your email inbox, spam or junk folder, and any text messages linked to the mobile number provided at checkout.
You can also check your dispatch email for tracking details.
If you still cannot find your tracking information, please contact our customer service team with your order number and we’ll look into it for you.
Supplier-direct deliveries
Some items may be dispatched directly from one of our suppliers. If your order is supplier-direct, the missed delivery process may vary depending on the supplier and courier used.
The supplier or courier may contact you directly to arrange another delivery attempt.
Need help?
If you’re unsure what to do after a missed delivery, please contact our customer service team with your order number and tracking details, if available.
Last updated 06/07/26
