FAQs

FAQs

  • Q

    What happens if my parcel does not arrive as expected?

    A

    We take great care of your parcels, although the error rate is extremely low occasionally mistakes do happen and this is how we put them right. We will notify you if a parcel has been mis-sorted and is at the wrong depot. APC will offer to upgrade your delivery to a next day delivery by 10 am at no extra charge. If your parcel has been sent on a timed delivery, and absolutely has to be delivered the same day we will arrange for a same day courier. Please be aware that we will contact the intended recipient to verify that there will be someone available to receive the parcel. This is to eliminate the risk of an unnecessary and expensive journey. Once confirmed we will arrange for the same day delivery.

  • Q

    My parcel is damaged what do I do?

    A

    Whilst APC takes great care of parcels in the system, regretfully accidents do sometimes happen. When this occurs you will need to make a claim, obviously this has to be within a specified time limit otherwise the claim will be rejected. In the case of damage you must notify your account holding depot in writing within three working days of the delivery date. This must then be followed in writing with supporting documentation of your claim within 14 days.

  • Q

    My delivery has some parcels missing what happens now?

    A

    Unfortunately parcels do sometimes get lost in transit. This may be because a label has become detached and the parcel is therefore unidentifiable. Rest assured that APC always try very hard to reunite the rightful owner with their missing parcel when this happens. In the case of partial loss you must notify your account holding depot in writing within three working days of the delivery date. For total loss you must notify them within 28 working days. This must then be followed in writing with supporting documentation of your claim within 42 days.

  • Q

    When will my parcel be delivered?

    A

    For deliveries to the majority of the UK we deliver on the next working day after the item was sent (this may vary in some rural locations). When an item is booked with APC, the sender will specify delivery from our range of services. This is normally for delivery by 09:00, 10:00, 12:00 or 16:00 on the next working day (Mon-Fri). Delivery will be attempted between 08.00 and the selected delivery time. We can also deliver by 7:30 am to most major cities (please contact your local depot to check availability and price. A Saturday morning service is available to most areas for which a premium is charged.

  • Q

    How do I arrange a re-delivery?

    A

    Call the number of your local depot written on the 'attempted to deliver' card quoting the consignment number and they will be happy to re-arrange delivery to the same address on a different working day. Please note that we are not able to guarantee delivery at a specific time of day.

  • Q

    Can my parcel be delivered to another address?

    A

    Items may only be redirected with permission from the sender. For security and contractual reasons we cannot accept redirection instructions from a recipient until the sender has authorised us to do this. If you are expecting to receive an item and want it to be delivered to a different address, please contact the sender who can in turn give us the authority to do this.

  • Q

    Can I collect my parcel myself?

    A

    Of course, if you have had a 'We Called Card' left by our driver and you prefer to collect an item by calling us. Please phone to verify that the item has arrived back in the depot before going to collect it and to check our opening hours. You will need to bring the card they left and one additional form of identification (such as a driving licence or household bill) bearing the address that the item was sent to.