Sometimes a courier delivers a parcel to an access point, collection locker, local shop, or depot instead of to the warehouse. This page explains what to do if that happens, and why we're not able to collect it for you.
Why forward2me Doesn’t Collect Parcels from Access Points
Unfortunately, no. We're not able to offer a collection service for items held at pickup points, local shops, or courier depots.
The reason is a security measure at the collection point itself: to release a parcel, most access points require a government-issued ID that matches the name on the parcel. Because your parcel is addressed to you — not to our staff — and our team members' personal IDs don't list the warehouse as their address, the collection point won't release the goods to us.
What to Do If Your Parcel Is at a Collection Point
Contact the courier (for example UPS, DHL, or DPD) as soon as you can, and ask them to:
- Redeliver to the warehouse — request another delivery attempt to your warehouse address.
- Confirm the address details — make sure they have the correct warehouse suite or ID number, to prevent it happening again.
If the Parcel Isn't Redelivered
If a redelivery isn't arranged, the courier will usually hold the item for a set number of days (typically 7–10) before returning it to the sender. Once it's returned to the original sender, you'll need to coordinate with them to have it shipped again.
Contacting the Courier
As the recipient, you have the most authority to request changes to a delivery, so contacting the courier directly with your tracking number is usually the fastest way to resolve it.
If you have further questions, please contact our Customer Experience team.