Will there be a charge if my delivery cannot be made?

If your driver is unable to deliver your stuff due to insufficient address information or an incorrect postcode, or if you’re not at home to sign for your delivery when your driver arrives, your stuff will be delivered safely back to our storage facility. You’ll need to order another delivery online and will be charged again for delivery.​

So that your delivery will be successful the first time, please make sure you’ve entered your address accurately, with the right postcode. Do also let us know any special delivery instructions that could help us locate your address. If you’ve asked us to deliver your stuff to reception, be sure to get their permission beforehand and ensure that there’ll be someone available to sign for your stuff. ​

Should your driver be unable to reach you within the delivery window due to unforeseen circumstances experienced by the driver, we’ll rearrange your delivery to the same address free-of-charge.​

Although delays are very rare, they do happen from time to time so note that we’re unable to forward your stuff on to international addresses in the event of a delay. We suggest getting your stuff delivered at least 2 working days before you’re due to leave the country. ​

If your driver is required to wait for more than 10 minutes for any reason, the cost of the drivers’ time will be passed to you. ​

If you do need to place a new order, note that it usually takes 1 working day for your stuff to be delivered back to us and 1 working day for your stuff to become available for order. Once this has been updated on your account, you’re good to go with placing another delivery. ​

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