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Important information about parcel deliveries

With many global logistics challenges ongoing, this page will be refreshed daily to ensure you have access to the latest updates on carrier services that may be impacted by travel restrictions and shutdowns.

Our friendly customer service teams continue to operate as normal too, so they’ll be on hand to support you in any way they can.  All of our teams are currently working remotely, so please be patient if you have anything you need get in touch with us about.

Please note: We’re working hard to ensure a smooth service for all our customers. We may have to get back in touch with you to amend or cancel bookings if orders are affected.

Following government guidance, many businesses and venues (in the UK and abroad) have made arrangements to temporarily close and many have instructed staff to work from home. This means that courier services are unable to successfully deliver parcels to many addresses where buildings are shut or inaccessible.

Please contact the recipient of your parcel(s) to ensure that the recipient address can take delivery. If delivery is unsuccessful, the courier will return the parcel to you (possibly at an additional cost).

Domestic services (Correct as at 27th May 2020)

Parcelforce

Parcelforce have now suspended all collections for W/C 25th May 2020.

Suspension of UK service guarantee

Due to the current situation, there are significant impacts on our ability to maintain all our usual service levels.  We will continue offering our services, receiving and delivering parcels for our customers but there may be disruptions to some services under current conditions.  As a result, we will be suspending service guarantees from 18 March 2020 but will seek to ensure ‘all reasonable endeavours’ to maintain service levels where we can.

We will always try to deliver any items sent on express9, express10 and expressAM in the morning.

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UPS

Governments of several European countries are implementing various containment measures in an attempt to stop the spread of COVID-19.

Limitations do not apply to the movement of goods and UPS continues to operate a regular service.

Within countries, some parcel deliveries may not be possible due to the closure of shops or businesses, or restrictions in various postcodes, in which case parcels will be returned to sender. Undeliverable parcels due to this emergency carry either of the below tracking statuses:

C5 – Emergency
DH - NO UPS CNTRL

As per government announcements, most shops have been ordered to close until further notice. Please note that as a result shipments to UPS Access Point™ locations could be impacted.

Customers are no longer obliged to sign for deliveries, with the exception of some specialized deliveries where we have a contractual obligation to get a signature. Parcels that are not signed for will be marked with code CV19 plus 11 digits of the consignee's name as proof of delivery.

As of 26th March 2020 and until further notice, UPS has suspended the UPS Money Back Guarantee (otherwise known as the UPS Service Guarantee) for all shipments from any origin to any destination.

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Hermes

There’s a lot that is still unknown about the Coronavirus but we know it’s best to minimise physical contact to stop the virus spreading. Because of this, we’re encouraging all of our customers to choose their preferred safe place for deliveries by following the Track & Divert link in the parcel notifications we send.

If a safe place hasn’t been chosen but there is somewhere safe to deliver the parcel, we’ll leave it there, even if there’s someone in the property – we’ll take a photo which will be included in the delivery notification email.

If no safe place is available or a signature is required, we’ll knock on the door and step aside making sure the parcel is delivered safely. For those parcels requiring a signature, couriers have temporarily been given approval to confirm receipt on behalf of a customer; but only when that customer has answered the door and given them permission to do so. This has been put in place to minimise contact. If there is no answer, the parcel will be returned to our depot and we will re-attempt delivery 3 times.

As a preventative measure, we will not be handing over our hand-held devices to customers to capture signatures.

We’re encouraging our couriers to follow all government guidelines and take extra precautions by frequently wiping down regularly touched items such as handheld devices, mobile phones, handles and steering wheels.

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CitySprint

We continue to operate at near-normal and are seeing increased demand for our services. Whilst we are experiencing the same challenges as most businesses with colleague resource levels, the CitySprint team are working hard across the country to offer the delivery services that play a crucial role in local communities.

Please bear with us while we adapt our processes to support these uncharted times. Whilst we can’t guarantee resource, we have seen no major changes in courier numbers either which is extremely encouraging.

As of Wednesday 18th March, we have implemented a ‘contact-free’ delivery process across our network. This means that CitySprint couriers will collect and deliver without requiring your signature on their device. We will also deliver ‘left seen’ which means that couriers will no longer deliver across the threshold of residential addresses.

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International services

UPS International

For the latest UPS International service updates please click here.

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Parcelforce Europe / International

Parcelforce have now suspended all collections for W/C 25th May 2020.

Three important Notices:

  1. All countries globally are now under a suspension of service guarantee for delivery speed delays from 16 March 2020 due to the Coronavirus (COVID-19) situation.
  1. Most of our European and global partners have also now adjusted their capturing of Proof of Delivery (POD) information at the doorstep / location in respect of COVID-19 rules. It is therefore expected that a new process involving hand over of deliveries whilst maintaining the 2 metres safe distance and manual recording of name or ID or special number is in place across the continent currently.
  1. If, as a result of regional or business closures, our partners are unable to successfully complete a delivery, items may be exported back to the UK. Please check that your recipient will be able to receive your parcel, before you send.

For the latest Parcelforce service updates please click here.

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DPD International

For the latest DPD International service updates please click here.

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