Sure thing, it's very easy. Missed collections are a common problem in the courier industry, and at Parcel Monkey we are not a courier, we resell the courier services- so if your item has not been picked up let us know and we will be happy to help.
If anything does go wrong, and a collection hasn't been made, we're very sorry. To get this fixed, just log in and open a Live Chat with our team who are online weekdays 8 am to 9 pm, or use the Contact Us page and open a support ticket which will be answered and the collection rebooked at a suitable time for you. If you wish, you can cancel the collection and request a refund here too. If you cannot hold on for the rebooked collection, we may suggest that you book a drop off service on our site, and then you do not need to wait for a collection to happen as you can place an order, print the labels and take to Post Office or DPD Pick Up shop at your own discretion.
Please do not contact the courier directly, the order is placed via our quote engine on our account- which is where the saving comes from- and so the couriers wish for us to rebook the order and also we can fix any issue which may have caused the collection to be missed.
To re-arrange your delivery you will need to provide your Parcel Monkey reference number (starting with PM_) the postcode the parcel is going to and the date that you'd like to have it collected. This will work for Parcelforce shipments, and if you get issues with this our Live Chat team will be here to rebook the missed collection on your behalf.
There can be many different reasons why a parcel hasn't been collected when it should have;
in the winter there could be adverse weather
there is a potential at peak times of some courier network issues
if customers have provided incomplete addresses
the courier can call and nobody answers
incorrect dimensions provided by the sender
We use reliable carriers who have a very high success rate with collections such as Parcelforce and DPD but we at Parcel Monkey do not actually collect the items, we take your booking and pass it through to the courier you chose from our quote engine. It should be that easy. You'll get an email confirmation and address labels if appropriate. And then you're all set.
Of course, if you are not around on the date when the collection is due just let our team know so we can rebook the collection to a convenient time. Often customers will take the parcel to their work address and they cannot hold until 6 pm for the driver to arrive- so if this is the case login to your account and open a Live Chat, then we can rebook the collection for the following day for you- or whenever is most convenient. You will need to print a new label out and attach this to the parcel if you have booked a service where the driver does not bring the shipping label to the collection point.
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