Parcel redirection – your questions answered

Receiving your online orders is always exciting and we love it when you choose to deliver to one of our lockers. Thanks to your amazing support, our lockers are busier than ever! We're working hard to add more lockers in convenient spots near you. In the meantime, your parcel might sometimes end up at a different locker or shop than the one you picked. This will only happen when your chosen locker is full, and we want to ensure you get your parcel as soon as possible. Here’s everything you need to know about parcel redirection and how we keep you updated throughout the process. 

Why has your parcel gone to a different locker or shop? 

If your chosen locker is full, we can't deliver your parcel there. Instead, we’ll send it to a nearby locker or shop within 1 kilometre (1000 metres) of your original choice. This way, you’ll still get your parcel quickly without any delays. 

How will I know that my parcel is being redirected? 

We know how important it is to stay in the loop about your parcel. That’s why we’ve set up a notification system to keep you updated every step of the way. You’ll get updates via email and text.  

Here’s what you can expect: 

1) Heads up: your chosen location is extra busy 

If your selected locker is full, we’ll let you know as early as we possibly can. This early warning gives you a heads up about the possible change in delivery location. 

2) New location confirmation 

Before we deliver your parcel, we’ll send a message confirming the new location. This way, you’ll know exactly where to pick up your parcel. 

3) Delivery day, yay 

Once your parcel is delivered to the new location, you’ll get a notification confirming its arrival. This final update will include all the details you need to collect your parcel. 

Steps to take when your parcel is redirected 

If your parcel has been redirected, here are a few simple steps to follow: 

1) Check your notifications 

When you order online, make sure you keep an eye out for any emails or text messages for updates on your parcel’s location. These notifications will give you all the information that you need for your InPost collection, including the new address and any instructions. Check your junk emails if you don’t receive anything from us. 

2) Plan your pickup 

Once your parcel has been delivered, make sure you head to the new location and collect it within 3 days of delivery. If you do not pick up within 3 days, we will have to send it back to the sender. Remember, the new location will be within 1 kilometre of your original choice, so it will always be close to your original choice. 

Redirecting parcels helps us to get your orders to you as quickly and efficiently as possible. We will always keep you informed and give you as much notice as we can to make the process smooth and hassle-free.