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COVID & FAQ'S

COVID-19 UPDATE: Please note that due to amended delivery procedures and hygiene practices you may experience an increased transit time as couriers are having to work in accordance to the government's new recommendations.

Please Note Change in Couriers delivery process in response to COVID-19

In response to the COVID-19 situation Couriers are making a temporary change to how we deliver parcels to enhance the safety of the drivers, and to ensure Couriers continue to offer an essential service.
With the objective to minimise physical contact as much as possible, whilst ensuring our usual high level of quality customer service remains during this period of uncertainty.

 

Delivery of Signature Required product:

- Knock on the door as usual and step back two metres (or as far back as safe)
- They will wait for the occupant to come to the door and greet them as usual
- They will then ask for the recipient's name, sign the scanner with ‘ATL’ and leave the parcel in a
sensible place for the customer to pick up once they leave
- If no one comes to the door and the courier considers the location a safe drop, the standard
ATL process will be followed
- If no one comes to the door and the courier does not consider the location a safe drop, they
will follow the standard failed delivery card process.
 
Delivery of Non-Signature Required (ATL) product:
- Knock on the door as usual and step back two metres (or as far back as safe)
- They will wait for the occupant to come to the door and greet them as usual
- If no one comes to the door and the courier considers the location a safe drop, the standard
ATL process will be followed
- If no one comes to the door and the courier does not consider the location a safe drop, they
will follow the standard failed delivery card process.
 
Good social isolation techniques:
- If you are showing symptoms, please let the courier know.
- If you are not, please, we again ask that recipients keep a distance of at least two metres (or as
far back as safe) and continue to practice good hygiene.
 
The temporary changes mentioned above will be reviewed regularly with any further updates to be communicated in due course.
As per our standard courier operating processes, all tracked items are still being scanned, so for the most upto-date information on your items, please use the track an item tool.