Delivery FAQ's

1. What’s changing with my deliveries?

• We are partnering with DPD and Palletways to offer you faster, more reliable deliveries, enhanced tracking, and improved sustainability. You’ll benefit from features like one-hour delivery windows, live tracking, and new support options.

 

2. When will the new services start?

• The new delivery services will be available from the weeks commencing 5th January Leicester; 12th January Leeds and 19th January Wednesbury and Rugby customers.
• Locations have staggered start dates to ensure a smoother transition process; you’ll be notified if this affects your area.

 

3. How can I track my parcel or pallet?

• For parcels sent via DPD, you’ll receive a one-hour delivery window by text or email, and you can track your parcel live using the DPD app or website.
• For pallet deliveries via Palletways, use the tracking number provided to follow your shipment online through the Palletways portal.

 

4. Will delivery times or options change?

• DPD offers next-day delivery as standard, with options for timed deliveries (e.g., by 9:30am or 12:30pm) available at additional cost. You’ll be notified of your delivery window on the day of delivery.
• Palletways provides both premium and economy services, with delivery windows typically between 9am and 5:30pm, Monday to Friday.

 

5. What about international deliveries?

• International deliveries will remain the same as before, please speak to your sales representative for more details.

 

6. Will my delivery be more sustainable?

• Yes. Both partners use electric vehicles and carbon offsetting to reduce environmental impact. Choosing a DPD Pickup Point can further reduce CO₂ emissions per parcel by up to 63%.

 

7. Who do I contact for support or questions?

• For parcel deliveries, contact our support team or use the DPD app for live help.
• For pallet deliveries, contact our support team or use the Palletways online help centre.

 

8. Will the returns process change?

• Returns will be managed through the new portals. Instructions will be provided with your order and on our website. If you have questions, our support team is ready to help.

 

9. Are there any changes to costs or thresholds?

• Delivery charges and thresholds remain the same for most services. Any changes will be clearly communicated in advance.

 

10. What if my delivery is delayed or there’s a problem?

• If your delivery is delayed or you experience any issues, please contact our support team immediately. Both DPD and Palletways offer robust support and claims processes for lost or damaged goods.