*The parcel must be appropriately packaged, labeled, ready and available for collection from the booked pickup address. See full Terms and Conditions below.
Sendle Pickup Guarantee

What is the Sendle Pickup Guarantee?

The Pickup Guarantee: if we do not attempt to pick the parcel up on the day you scheduled, we’ll send a dedicated pickup driver the next business day, at our cost.* If for some reason we still do not attempt the pickup on the next business day after the scheduled pickup**, the delivery is free. We will credit the cost of the delivery to your account (but still attempt to pickup and deliver the parcel for you).

Send with confidence

Send with confidence

We want your parcels picked up and delivered quickly and reliably. So we’ve gone the extra mile with our Pickup Guarantee.

You're our priority

You're our priority

Should your pickup be delayed, we’ll get it back on track with a dedicated pickup driver the next business day, on us.

Does it cost extra?

Does it cost extra?

No, we just believe in taking responsibility and doing what we said we would do. It's all included in our low, flat-rate prices.

Is every parcel covered?

Is every parcel covered?

Yes, the guarantee applies to all your Sendle parcels whether they're for domestic or international delivery.

FAQs.

Does it apply to all my parcels?

Yes, the guarantee applies to all of your Sendle parcels.

 

What if the driver tries to pick up and isn’t able to collect the parcel for some reason?

The guarantee does not apply if Sendle or one of its drivers has attempted a pickup of your parcel, even if this did not result in Sendle collecting your parcel. This might happen for a number of reasons, such as when there is no-one at home, there are no goods to go, the instructions provided were incomplete and the driver can’t find your address or they cannot access the premises (e.g. locked gates, dogs, wild kangaroos - yes, that happened once!)

If an attempted pickup has occurred, this will be shown in your tracking pages.

If this happens, you can get in touch with Sendle to reschedule your pickup. Once you do this the scheduled pickup date will be updated to the new business date that you specify. The Pickup Guarantee will still apply, but from this new scheduled pickup date.

 

What if the driver doesn’t scan the parcel on pickup?

In some cases, because we are using a point-to-point pickup service to pick up your parcels, they may not have a scanner (this is how some of these point-to-point drivers work). Not to worry, they will be taking the parcel directly to the depot, where it will be scanned on receipt.

 

What do I do if my parcel isn’t picked up on the pickup day?

Do nothing, we will automatically rebook it with a dedicated pickup driver for the following business day.

How do I claim on the guarantee?

As part of our guarantee we will automatically rebook the parcel pickup with a dedicated pickup driver the next business day after the scheduled pickup day.

If your parcel still isn’t picked up on this day, we would be happy to credit the cost of the delivery to your account. Contact us here to claim this credit.

Note that we will still try to pick up the parcel if you would like us to.

 

Is there an additional cost for this guarantee?

No, we just believe in taking responsibility and doing what we said we would do. This is included in the price.

 

Who will be picking up the parcel?

If we miss the parcel on the scheduled pickup date, we will send one of our dedicated pickup drivers the following business day. They will identify themselves as working for Sendle and know the parcel reference for the parcel to be picked up.

Note that in some areas we may not be able to provide a dedicated pickup driver the next business day after the scheduled pickup. If this is the case, we will try with the original courier again.  If the original courier is still unable to pick up the parcel that day, we will credit the cost of the delivery to your account.

 

What if I have a regularly scheduled pickup?

Some of our Premium and Pro customers have a regularly scheduled pickup. In this case, we won't send a separate driver as this would interfere with your daily pickup. If you pickup has been missed, please contact our support team immediately to resolve it.