Delivery issues

Can I divert my delivery if it's headed to the wrong address?

The ability to change the destination of your delivery depends on the carrier.

Hermes

Hermes offers divert services for some deliveries. Check if your parcel is eligible for diversion by entering your tracking number on the Hermes site. If you need to pay a charge to divert your parcel, or if Hermes can’t divert your parcel, contact us for assistance.

Royal Mail

Royal Mail doesn’t offer in-flight redirection for parcels. After the first delivery attempt, you can arrange for redelivery if the new address is in the same postcode as your original address. To arrange for redelivery without a Royal Mail “Something For You” card, you’ll need to provide the name on the parcel, the address where it was sent, and the date of attempted delivery. Once you have this information, you can check your redelivery options on the Royal Mail siteIf you need to pay a charge to divert your parcel, or if Royal Mail can’t redeliver your parcel to an acceptable location, contact us for assistance.

My tracking number says delivered, but I haven’t received my delivery—what do I do?

While we trust and value our carriers, issues can occur with the delivery every once in a while. We recommend checking with your neighbours to see if it was accidentally delivered somewhere nearby. You can also contact the carrier directly to verify that they no longer have the parcel. The phone number for Hermes is 0330 333 6556. The phone number for Royal Mail is 03457 740 740. If your parcel can't be located, please contact us for assistance.