Frequently Asked Questions


Where is my nearest CollectPlus store?

Over 5,500 local stores offer CollectPlus services from early ‘til late and 7 days a week.

Our stores are chosen for their long opening hours, handy locations and secure storage facilities and include supermarkets, newsagents, corner shops and even service stations.


 

Did you know – you can now enter your place or postcode on any of our webpages using the ‘Store Locator’ at the top of each webpage which can be found in our navigation toolbar.

How do I return a product?

Just stick your CollectPlus returns label to your parcel and drop it off at your nearest CollectPlus store. Remember not to cover up the barcode with your tape and to ensure that it is securely fastened to prevent it coming off in transit.

There are two ways to get a CollectPlus returns label:
- You will find a pre-printed label with the delivery documents in your package
- You will find instructions explaining how to obtain your returns label from our website or your retailer with the delivery documents in your package

Ensure that any labels that were on the parcel when you originally received it are either removed if possible or covered with the new returns labels that you are attaching. It’s important that you cover up or remove any pre-existing barcodes to prevent your parcel from being incorrectly scanned.

Find your retailer and discover how to obtain your CollectPlus returns label

Once you have dropped your returns parcel at your chosen CollectPlus store, you must keep your receipt as this has your parcel tracking code on it.

Once your parcel has been returned to your retailer you should allow adequate time for them to process your goods. Please refer to your retailer if you have any queries.

 

Why should I create a CollectPlus account?

When you create an account on our website you can buy parcel labels and track your parcels all in one place.

You can link your CollectPlus account to eBay and download your customers’ delivery addresses from eBay meaning that there is no need to type in email addresses when you want to send a parcel.

If you’ve started to book a few parcels and had to stop midway, our ‘Saved parcels’ section lets you finish your booking without retyping all the addresses.

You can also introduce friends to Collect+ and get 10% off the first time they use the service, using our ‘Refer-a-friend’ tool.

What compensation cover is provided?

With Collect+ you’re protected with online tracking and £50 compensation cover as standard.

If you are sending valuable parcels we recommend that you upgrade to our Signature Required option where for £1 extra you get a signature confirmation that your parcel has been delivered as well as £50 compensation cover. Further upgrades cost just £3 for £150 cover or £5 for £300 compensation cover, both with signature confirmation.

 

Why have you changed your website?

We have given our website a bit of a spring clean to make it more straight-forward to quickly get to the features you use the most.

As a result it’s now easier to buy a label; track a parcel and find a store with the new look CollectPlus website.

What cannot be sent using CollectPlus?

You can send lots of items using CollectPlus; however some items cannot be carried.

It is your responsibility to check whether the item you are sending is prohibited or restricted and therefore mentioned below and in our terms and conditions.

Items that must not be sent using CollectPlus due to health and legal reasons include the following:

  • Aerosol cans/Sprays
  • Animals or creatures of any kind/Animal Fur/ Animal Remains/ Ivory
  • Any of the following; Gases/Pyrotechnics/Arms, Ammunition/Flammables/Corrosives/ Toxics/ Noxious, Hazardous, Radioactive or Oxidizing materials:
  • Biological Samples
  • Currency of any kind (Inc money, stamps, event tickets, lottery tickets, payment cards, securities, bullion, coins)
  • Drugs and Medicines (Inc prescription, medical/dental records, recreational)
  • Dry ice/Frozen water
  • Environmental waste/ Medical waste
  • Infectious substances
  • Liquids (Inc Alcohol, Paint, Oils, Gels, Lubricants, Fuels)
  • Perishables (Inc Flowers, Plants (inc derivatives), Fruit, Temperature controlled foodstuffs (chilled, wet, frozen, liquid))
  • Pornographic materials/Obscene or unlawful publications
  • Weapons (Inc replicas)

The following items may be sent using CollectPlus, however will not be covered in the event of a claim:

  • Glass items (Including lamps/mirrors)
  • Musical Instruments
  • Original Photos/ Videos
  • Precious metals/stones (Gold, Silver, Diamonds)
  • Ceramic/Marble/China/Stone/Amber/Fossils/Porcelain/Pottery (composites or items containing these materials)

Please remember that we also cannot carry any item that is outside of our maximum dimensions of 60x50x50cm or our maximum weight of 10kg

Click here to find out what you can send with CollectPlus

 

What can I send using CollectPlus?

You can send all kinds of items with us including:

• Books, CDs, DVDs
• Clothes and fashion accessories (i.e. Handbags, belts)
• Small electrical equipment (i.e. Coffee makers, microwaves, kettles)
• Dry/non-perishable foodstuffs (i.e. Teabags, spices, dry sweets)
• Freeview boxes and internet routers
• Games consoles
• Laptops/Computer Monitors
• Non-prescription/Herbal medicines
• Mobile phones and accessories
• Projectors
• Toys
• Television Screens
• Whey protein powder/other dry supplements
• Sports equipment and accessories
• Gardening equipment
• Outdoor/Leisure equipment
• Soft furnishings, curtains and bedding
• Luggage and bags
• Hand and power tools
• Candles

Please remember that we cannot carry any item that is outside of our maximum dimensions of 60x50x50cm or our maximum weight of 10kg. Appropriate parcel cover should be taken out to ensure that parcels are fully covered in the event of a claim. The value of the parcel contents should not exceed the amount of cover taken out. Parcel cover is only an additional £3 for £150 cover and £5 for £300 cover.

Sadly there are some items we cannot carry for example glass items or items containing glass, ceramics, and liquids of all kinds. For further information please see our prohibited and restricted items list.

Each item should be packaged appropriately dependent on the items shape and weight. For further advice on packaging please click here. Items that are not correctly packaged will mean that any claim made will be invalid.

Where is my parcel that I sent to the Highlands and Islands?

If you are sending a parcel to the Highlands and Islands you will not see any tracking following a scan which states your parcel is at the National Hub. Please allow up to 5 working days following this tracking event before contacting us.

Click and Collect with CollectPlus

CollectPlus offers Click & Collect with over 30 brands to make your shopping convenient. When purchasing your item from any of the below online, simply choose the Click & Collect option and choose to have the item delivered to your local CollectPlus Store. With over 5500 stores open late and on weekends you can pick up your purchases when convenient to you.

Click & Collect with:

Amazon
ASDA
ASOS
Box
Clarks
Field & Trek
Fragrance Direct
Hoss Intropia
House Of Fraser
Isme
John Lewis
K&Co
Lillywhites
Littlewoods
Mango
Massimo Dutti
Office
Oki-Ni Ltd
Pull And Bear
Quiz Clothing
River Island
Schuh
Skates
Sports Direct
Superdry
Surfdome
The Fragrance Shop
The White Company
USC
Very
Wiggle
Woolworths

 

If I make a claim, what will you accept as proof of my item’s value?

During our claims process we will require proof of the item’s value so that we can compensate you for the damage or loss of your parcel.

If you are claiming for an item you have sold, we will accept an invoice which shows payment from your buyer, alternatively we will accept an itemised receipt showing the date and cost of purchase (along with a description of the contents).

If you are claiming for an item which you have not sold, i.e. you have sent as a gift or a parcel containing general contents, then acceptable proof of value will be the original purchase receipt which clearly shows the date of purchase and the amount paid.

What time will my parcel be delivered?

Parcels can be delivered anytime between 7am and 9pm Monday to Friday, we do not offer timed delivery slots.  We do make some deliveries to customer’s homes on Saturdays, but cannot guarantee this across the UK so we don’t count this as a working day.

How does the loyalty scheme work ?

We value your custom, so for parcels sent in a month in the following tiers you will receive a discount for the following month of:

50+ parcels = 5% off all parcels in the next calendar month

100+ parcels = 7.5% off all parcels in the next calendar month

150+ parcels = 10% off all parcels in the next calendar month

You will receive an email mid month to confirm your current parcel volume and at the end of the month to confirm your qualification of discount for the next month

All discounts will be automatically applied at checkout

NB this only applies to labels booked on the Collect+ website

I have been sent a store feedback survey

We are keen to learn about our customers experience in our Collect Plus stores, so when you drop off a parcel or collect one, we may then email you to understand your experience and get your feedback.  This information is regularly reviewed and feedback to the store network