Terms and Conditions: Sendle's Pickup Guarantee

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What is Sendle's Pickup Guarantee?

Sendle picks up and delivers door-to-door. We'll pick up your parcel on the day you schedule, or we’ll send a dedicated pickup driver the next business day, at our cost.*

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.

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
  • The driver cannot access the premises (e.g. locked gates, dogs etc)

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 with 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.

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. Please note that you must claim within 5 business days of your originally scheduled pickup date in order for the guarantee to apply.

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 on the 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.

Please see the full Terms and Conditions below

*The Guarantee: That if we do not attempt the pickup on the day it was scheduled, the following business day we will send a dedicated pickup driver to pick up the parcel, at our expense. If for some reason we still do not attempt the pickup on the day after the scheduled pickup day, we will credit the cost of the delivery to your account (but still attempt to pickup and deliver the parcel).

Note that in some cases we may not be able to get a dedicated pickup driver on the business day after the scheduled pickup day. If this is the case, we will try with the original courier again, and if not successful on the day after the scheduled pickup day we will credit the cost of the delivery to your account.

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.

If an attempted pickup has occurred, this will be shown in your tracking pages. Sendle’s decision on the attempted pickup is final. If an attempted pickup has occurred, you can get in touch with Sendle to reschedule your pickup. If this occurs, the scheduled pickup date will be updated to the new business date. The Pickup Guarantee will still apply but from this new scheduled pickup date.

A customer has to contact us in order to claim the guarantee within 5 business days of the original scheduled pickup.

We take no liability for parcels that haven’t been picked up due to the fault of the customer. Sendle’s liability is limited to the cost of the delivery and to any other performance warranties that cannot be excluded by law.

Any credits can be used to pay for future parcel delivery services. These credits will be valid for 3 months.

The guarantee does not apply to Pro or Plus accounts or accounts where regularly scheduled daily pickups have been organised.

We reserve the right to amend or add to these Ts & Cs.

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