Service updates

We are continuing to deliver your parcels using best efforts wherever we can. Due to the COVID-19 outbreak we have had to suspend some of our services and our service guarantees. Every effort is being made to ensure we keep you, our customers and our people safe, as we attempt to deliver the best possible service that we can in these extraordinary circumstances.

Service Issues: Last updated 15:15 09/10/20

Due to the current situation, we have unfortunately had to suspend sameday collections across the UK until further notice to ensure that all items get delivered.

Our North Essex depot has changed its customer opening hours from 8am to 9am effective immediately from 27 May 2020. We are sorry for any inconvenience this may cause.
For details of the updated opening hours please click here.

Service Issues: Last updated 09:00 16/09/20

Please see below for information on sending to specific countries.

Important Notices:

All countries across Europe are now under a suspension of service guarantee for delivery speed delays from 16 March 2020 due to the Coronavirus (COVID-19) situation.

Most of our European partners have also now adjusted their capturing of Proof of Delivery (POD) information at the doorstep / location in respect of COVID-19 rules. It is therefore expected that a new process involving hand over of deliveries whilst maintaining the 2 metres safe distance and manual recording of name or ID or special number is in place across the continent currently.

If, as a result of regional or business closures, our partners are unable to successfully complete a delivery, items may be exported back to the UK. Please check that your recipient will be able to receive your parcel, before you send.

We advise customers who are planning to send permitted perishable items, internationally to be particularly aware of the current potential delays to delivery and consider this before shipping.

Following the recent COVID-19 changes, we have re-opened some countries with a reduced frequency due to limited airline capacity. Parcels are currently safely held in our network until such time as they can be despatched. These countries and frequencies can be found in the panel below. We anticipate over the coming weeks for frequencies to improve and for parcel delivery speeds to also improve to normal levels.

Last updated 05 October 2020

The attached table lists out the countries where we have had a reduction in export frequency from a normal higher frequency per week.

These destinations remain open as at the above date.

Country Frequency Ref
Albania
Bosnia
Montenegro Once a week 110
Serbia (Kosovo)
Ukraine
Gibraltar Twice a week 110

The following tables show where there are (1) complete service suspensions / areas in lockdown (where there is no current delivery service possible) or (2) temporary suspensions (where delivery service is impacted / reduced from standard).

Table 1 - Complete Service Suspensions or specific areas in Lockdown

Country Status / Areas Affected Last Updated
  137312 - Glod  
  305300 - Faget  
Romania 305303 - Bichigi 18 August 2020
  305307 - Colonia Mica  
  305310 - Temeresti (no deliveries possible)  

Table 2 - Countries where we are having temporary or short term suspension issues.

Country Status / Areas Affected Products Last Updated
  06420 - Bairols    
  06430 - La Brigue / Tende    
France 06450 - Belvedere ALL 18 August 2020
  06540 - Breil Sur Roya    
  06660 - St Etienne De Tinee    

Please see below for information on sending to specific countries.

Important Notices:

All countries globally are now under a suspension of service guarantee for delivery speed delays from 18 March 2020 due to the Coronavirus (COVID-19) situation.

Most of our global partners have also now adjusted their capturing of Proof of Delivery (POD) information at the doorstep / location in respect of COVID-19 rules. It is therefore expected that a new process involving hand over of deliveries whilst maintaining the 2 metres safe distance and manual recording of name or ID or special number is in place across the continent currently.

If, as a result of regional or business closures, our partners are unable to successfully complete a delivery, items may be exported back to the UK. Please check that your recipient will be able to receive your parcel, before you send.

We advise customers who are planning to send permitted perishable items, internationally to be particularly aware of the current potential delays to delivery and consider this before shipping.

Following the recent COVID-19 changes, we have re-opened some countries with a reduced frequency due to limited airline capacity. Parcels are currently safely held in our network until such time as they can be despatched. These countries and frequencies can be found in the panel below. We anticipate over the coming weeks for frequencies to improve and for parcel delivery speeds to also improve to normal levels.

Last updated 06 October 2020

The attached table lists out the countries where we have had a reduction in export frequency from a normal higher frequency per week.

These destinations remain open as at the above date.

Country Frequency
Argentina
Chile Twice a week
India
Belarus  
Brazil  
Central African Republic  
Kenya  
Mauritius  
Pakistan Once a week
Russia  
Sri Lanka  
Uganda  
Uruguay  
Zambia  
Cayman Islands Fortnightly (every 2 weeks)

The following table aims to update where there are complete service suspensions (there is no current delivery service - temporary or longer term)

Country Status Last Changed Additional Information
Botswana Service Temporarily Suspended 15 April 2020 Service is suspended due to carrier issues
British Virgin Islands Service Temporarily Suspended 28 July 2020 Service is suspended due to carrier issues
Cayman Islands Service Temporarily Suspended 06 October 2020 Service is suspended due to Tropical Storm Delta
Falkland Islands Service Temporarily Suspended 22 June 2020 Service is suspended due to carrier issues
Haiti Service Temporarily Suspended 26 March 2020 Service is suspended due to carrier issues
Israel Service Temporarily Suspended 16 September 2020 Country is in lockdown until 11 October
Mongolia Service Temporarily Suspended 08 June 2020 Service is suspended due to carrier issues
Pakistan Service Temporarily Suspended 30 July 2020 Service is suspended due to carrier issues
Paraguay Service Temporarily Suspended 07 April 2020 Service is suspended due to carrier issues
Trinidad & Tobago Service Temporarily Suspended 31 July 2020 Service is suspended due to COVID-19 controls
Turkmenistan Service Temporarily Suspended 24 April 2020 Service is suspended due to carrier issues

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