First thing’s first, report it to the store or marketplace you bought it from. They’ll be able to send you a refund, if you’re entitled to one. We’re happy to help and look into things for you, too – but you’ll need to report it to the store or marketplace first, so they can launch an investigation with us.

If you use our InPost App, your pick-up information will be available there. Go to ‘Parcel Tracking’ and tab the ‘Pick up’ tab to see your parcel deets. You will also receive an email with your collection code so make sure you check your spam or junk mail if you don’t see anything from us.  

If you don’t use our app, you will receive an email and a text from us with your collection code. We send the SMS to the phone number you gave to the retailer or marketplace, so it’s always a good idea to check your account details are up to date. If you haven’t received an email, make sure you check your spam or junk mail folders.  

If you’re at your locker now and need a hand, give us a call on 0330 335 0950 – one of the team will be happy to help.

If your parcel hasn’t updated on tracking for 48 hours, have no fear. Occasionally they can get a little bit delayed – but we usually get things moving again within 24 hours. If there’s been no update for 72 hours, then feel free to get in touch with our Customer Care team and they’ll do some digging.

There are two possible reasons:

• The recipient did not collect the parcel in time (and it expired)
• The parcel couldn’t be delivered to the InPost Locker or Shop

If the locker is too small for your parcel, go back to the screen and click "too small". This will open a larger compartment if one is available. Please don't force your parcel in if it's too snug.

Our locker sizes are:

• Small - 8cm x 38cm x 64cm
• Medium - 19cm x 38cm x 64cm
• Large - 41cm x 38cm x 64cm