Why hasn't the driver turned up to collect my package today?

Most couriers collect until 6pm, or in some cases, like Hermes, up to 8pm, so even if the driver has not arrived by 4pm it does not mean they will not turn up.

We recommend waiting, if the driver doesn’t arrive at all then you can find information on rebooking collection here.

I can’t risk my shipment not being collected today

If you don’t want to risk the courier not turning up, you have two options:

  1. Some couriers offer convenient drop off locations at local retailers, however to guarantee collection today you will need to drop off before 12pm. Check which couriers offer the option to drop off
  2. You can drop off at the local courier depot. Simply contact the courier directly or check on their website to find your nearest depot, and make sure you drop off before 6pm.

Why do collections fail?

The most frequent reasons for a driver not collecting are:

  1. Traffic congestion
  2. They have run out of time on their route
  3. Their vehicle runs out of space.

If the collection fails for another reason, such as them not being able to locate the collection address, they will always post a scan on our tracking screen to state the problem.

Can you contact the courier?

Unfortunately, we are unable to contact the driver as they are not permitted to take calls whilst driving, and even if we could it would be unlikely to make any difference, as the drivers always try their best to get to every collection, so if it fails, it’s due to an unavoidable problem.

If a Hermes collection fails, they offer three collection attempts as standard; so, if your collection fails you do not need to rebook and they will automatically re-attempt the next day.

How can I re-book collection

You can re-book collection by visiting www.parcelhero.com/collections. Learn more about rebooking your collection

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