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DELIVERY FAQ

The answer to all your questions.

What if I have missed delivery?

Our Smart Post Express driver will have left a card with a parcel reference number on it. With this number you can find out where your parcel is and re-arrange a delivery over the phone or through our online tracking system.

I have received a Smart Post Express card with a parcel reference number on it. What should I do next?

The number on the left hand corner of the card let's you track where your parcel is at any time. You can track your parcel online just enter your details above in the tracking box.

To arrange a redelivery for your please call us or email us .

If your card shows the letter 'N' in the bottom left hand corner, you will also find a mobile phone number of our courier on the card. Please ring that number, to arrange a redelivery directly with your Smart Post Express courier.

What time will my delivery be made?

This depends on the delivery arrangement made by the sender of the parcel. Unless they chose a specific timed delivery for your parcel delivery could take place anytime between 7am and 9pm.

Can my parcel be left with a neighbour or in a safe place at my property?

If the sender hasn't requested a signature, our driver can attempt to leave your parcel in a safe place. To protect the safety of your goods we have certain guidelines in place as to what counts as a 'safe place'. For example, in or around waste bins is not permitted.

If this happens, our driver will post a card through your door to let you know where the parcel has been left.                                 

So if you're expecting a parcel, remember to check safe areas like sheds and porches before getting in touch with us.

Where the sender has requested a signature, our driver may, for your convenience, attempt to leave the parcel with a neighbour if you are not in.

If this happens, our driver will post a card through your door to let you know where the parcel has been left.

Where senders stipulate that the parcel can only be delivered to the address, our drivers are unable to leave parcels with a neighbour. In these situations a card will be left so you can get in touch with further instructions.

Can I collect my parcel from your Service Centre?

Yes, certainly. You'll need to let us know at least 24 hours in advance so we can get your parcel ready for collection and make sure no further delivery attempts are made.

You can do this by using our online tracking system or our automated call system.

Details will be on the card left by our driver, including further details like the opening times of your local service centre.

Please note that for security reasons, we ask that you bring in two forms of identification.

What identification do I need to pick up my parcel?

For security reasons, we ask that you bring the calling card you have received and two forms of identification:

  1. Photographic (e.g. passport, driving licence)
  2. Utility bill or similar, including name and address.

What if I’m collecting for somebody else?

If you are collecting a parcel from one of our service centres on behalf of someone else, for security reasons, you will need to bring:

1) A form of identification for the person you are collecting on behalf of.
2) Written permission from the person you are collecting on behalf of.
3) Proof of your own identity (e.g. passport, driving license).