On delivery day, someone needs to be at the address during the agreed hours. The driver doesn't have to call before arriving. If no one is there, the driver leaves and may put a notice on the door or somewhere else easy to see.
I wasn't home when the courier came to deliver my parcel. What do I do?
- Let City Sender know straight away, by phone or through the contact form, with your booking number.
- City Sender asks the courier for a new delivery attempt, where possible.
- If the delivery failed for a reason that isn't the courier's fault, the new attempt may be charged. In some cases, you may need to collect the parcel from a nearby courier depot.
What can the courier do?
- Try again on another day.
- Leave the parcel with a neighbour or at a nearby service point.
- Send the recipient a notice with options, e.g. delivery the next day or collection from a service point.
If the parcel is left with a neighbour or another person at the address, the delivery counts as completed.
If the parcel isn't collected in time
Each courier holds the parcel for a set number of days, which varies by courier. If no one collects it within that time, it goes back to the sender, and the return costs are paid by the customer.
How can I avoid this?
- When booking, give a correct local phone number for the recipient, one that will be answered on delivery day.
- Let the recipient know about the shipment so they can follow its progress.
- If you know no one will be at the address, contact us before the courier arrives.
Notice from the courier
If you find a notice or get a text from the courier, follow its instructions to arrange a new delivery or collect from a service point. This is usually the quickest way.
Related questions
Tracking & Delivery
Tracking says delivered but I do not have the parcel. What should I do?
First check with neighbours, the building concierge or anyone at the address, and look for a delivery notice. If you can't find it, let City Sender know straight away, ideally within 24–48 hours. We'll open an investigation with the courier and, if the parcel isn't found, a compensation claim.
Tracking & Delivery
Can I send a parcel to a PO box?
No. Couriers don't deliver to or collect parcels from PO boxes. When booking, enter a full street address with a building number, such as your home, your workplace or someone who can receive the parcel for you.