What is parcel redirection?
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.
Why has your parcel been redirected?
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 will be redirected?
You will get updates from us via email & text
Heads up
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.
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.
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.
Need more help?
All our FAQsYou've got three days to grab your parcel. We'll send it back to the seller if it's not collected in time. We’ll send you a reminder when there are 24 hours left.
Any eligible refunds will be retailer-dependent.
We’ll send you a notification in our app. We will also send you an email and text with collection instructions when your parcel arrives in store. To pick it up you can show your QR code or give them the tracking number and collection code.
You’ll have three days to pick up your parcel once it’s delivered. We’ll send you a reminder when there’s 1 day left – and send it back to the seller if it’s not collected in time.
No, you don't. All you need to do is show your QR code to the staff member for them to scan, this contains a pin that can only be used for your parcel.
Sadly not. If you won't be able to collect your parcel, then we recommend sharing the collection code with a friend or family member (that’s what little brothers are for, right?) so they can pick it up for you.
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.