Help and Advice

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Help topic area

Where is my parcel?

If you want to see where you parcel is you can track it on this site. You’ll need your parcel number and the delivery postcode.

Why is there no tracking against my parcel?

This could be down to a few things...

If you have just ordered your goods it may take a short time for the parcel information to update on our systems. If you have had your parcel number for more than a day and there is no tracking information please contact the sender to verify the number is correct and that the parcel has been passed over to Yodel.

There has been no tracking update for several days, what should I do?

If there has been no update for a couple of days and it has gone beyond the expected delivery date, please use the webchat facility and an advisor will be able to help you.

The tracking is telling me something different than what has actually happened with my parcel. What should I do?

This could be down to a few things...

It may be that the latest scan about your parcel's delivery has not made it to our system yet. It can take a few minutes. If you are concerned however, please speak to one of our advisors using the webchat facility.

I don’t understand what the tracking is telling me.

We get that our language can be a bit confusing!

The tracking has been developed to be as user friendly as possible. We have grouped the different stages into a journey to help make more sense of them. This is what they mean:

With Sender or Awaiting Collection:

For deliveries this is one of the first tracking events you will see. We know there is a parcel on the way but we haven't yet received it from your sender.

For collections this can also show if we’re due to pick up a parcel from you but haven’t collected it yet.

Left Sender or Collected:

The sender has shipped the parcel and it’s on its way to us. For collections you may also see this once we’ve collected your parcel.

At Yodel Depot:

This means that we have received your parcel and it will be made ready for delivery on the right day. It’ll also show if we tried to deliver your parcel but had to take it back to the depot.

Left Yodel Depot:

Your parcel was at the local depot but is on its way. This might show at the same time as ‘With Courier’ to show it’s on its way to you.

With Courier:

Your parcel is on the way and is safely in the hands of our delivery driver. If you are expecting a 48 or 72 hour delivery it may not be delivered today – you can check your estimated delivery date in the tracking.

Was with Courier:

This could mean two things. Either we have delivered your parcel - yay! Or we missed you and it’s on the way back to our depot to keep safe.

Delivered:

This means that we have delivered your parcel, either straight to you, to a neighbour or a safe place.

Estimated Delivery:

This is where you’ll see your estimated delivery day or time.

Alert:

You’ll see this if your delivery can’t be completed. For example, it might have been returned to the sender. It’s usually not reversible and we’d advise you contact the sender if you see this status.

The driver tried to deliver before the time slot I was given, why?

We're sorry if this caused you any inconvenience.

Sometimes the driver may get ahead of schedule and will get to you before the delivery window.

How do I track my parcel?

I'm expecting a delivery, how can I track its status?

You can track your parcel on this site. You’ll need your parcel number and the delivery postcode.

It's really easy!

Just enter your details here: Track and off you go.

What is a parcel ID or number?

It’s a unique code that allows us to track your parcel. It’s usually between 8 and 20 digits long.

Here are some examples:

JD0002123456789012

8YDR098765432

0980982.1

You may have been sent a parcel number when you ordered your goods, when your parcel was dispatched or on the day of delivery.

If we missed you and left a card there will be an 8-digit reference number printed on there that you can use.

If you don’t have a parcel number please speak to the sender of the parcel who will be able to help you.

Why can’t I receive tracking updates via text message or email?

This depends on what service the sender has purchased. Always enter your email and mobile phone number when ordering items online to make sure the details reach us.

What is my parcel number?

It’s a unique code that allows us to track your parcel. It’s usually between 8 and 20 digits long.

Here are some examples:

JD0002123456789012

8YDR098765432

0980982.1

You may have been sent a parcel number when you ordered your goods, when your parcel was dispatched or on the day of delivery.

If we missed you and left a card there will be an 8-digit reference number printed on there that you can use.

If you don’t have a parcel number please speak to the sender of the parcel who will be able to help you.

Can I change my delivery time?

Unfortunately you are unable to change the delivery time window.

Why was my delivery time missed?

We're sorry if this has caused you any inconvenience.

Our estimated two hour delivery window is generated by the route the driver will take to deliver all parcels for that day. Sometimes the driver may experience traffic, road closures or deliveries may take longer than usual.

If we know that we're not going to make it we'll let you know and give you a new two hour delivery window.

I’ve had a delivery time before, why not with this parcel?

Well it depends on the service purchased...

We have many services that parcels can be sent on. If the sender has not used a service that provides a two hour delivery window then it won't be available.

Why can’t you give me a delivery time?

Well it depends on the service purchased...

The types of sms/email notifications that you receive depends on what service has been purchased by the sender. (Remember that we need your contact details to send alerts - so make sure you provide these when you order goods online please).

Some of our services offer a two hour delivery window. If you do have a two hour window you will be notified by text and/or email on the delivery day. If not then unfortunately you cannot currently upgrade your delivery but don't worry, it will still reach you by 9pm on or before your expected delivery date.

I have received a Yodel card with a parcel reference number on it. What should I do next?

Firstly check the front of the card to see what instructions the driver has left.

Your parcel may be in a safe place on your property, with a neighbour, or our driver may still have it. 


If our driver still has the parcel please do the following:


For green cards: The driver will have left their mobile number on the back of the card and you can contact them any time up until 9pm.


For orange cards: Visit our self service page where you can select another day or arrange to collect from your local depot.

If we don't hear from you we automatically re-attempt on the following two working days.

My delivery has been signed for, but I haven’t received it.

Don't worry...

Firstly check the tracking site to see if the parcel has been left with a neighbour or in a safe place. The driver will have also left a calling card to let you know if this is the case.

If there are any problems you can chat to us via webchat.


I have received an SMS saying my parcel has been delivered but it hasn’t. What do I do?

Don't worry...

Firstly, check for a calling card, which will tell you if the driver has left your parcel in a safe place on your property or with a neighbour.  The tracking site will also tell you where the parcel was left. If there are no details then please chat to us using the live web chat facility either here or on the tracking site.

Missed a delivery?

Sorry we missed you...

If we have tried to deliver your parcel, but been unable to, we will have left a call card. This card has the details of the options available to you.

To summarise the options they are:

1) Your parcel may have been left in an appropriate safe location around your property e.g. your porch, or with one of your neighbours. If so, the card should have these details for you.

2) If we haven't been able to leave the parcel in a safe location or with one of your neighbours we will re-attempt on the next working day. Alternatively you can arrange to have your parcel re-delivered on another day, or you may be able to collect it from us.

If you have a green card: You can call our driver directly if a mobile number has been written on the card

If you have an orange card: Go to the tracking site to arrange a re-delivery date or to collect it from us.

If we don't hear from you we'll automatically re-attempt delivery on the next working day. We attempt delivery up to three times, after which you'll need to arrange to collect it from your local depot.

I have received a Yodel card with a reference number on it. What should I do next?

Firstly check the front of the card to see what instructions the driver has left. 

Your parcel may be in a safe place on your property, with a neighbour, or our driver may still have it. 


If our driver still has the parcel please do the following:


For green cards: The driver will have left their mobile number on the back of the card and you can contact them any time up until 9pm.


For orange cards: Visit our self service page where you can select another day or arrange to collect from your local depot.

If we don't hear from you we automatically re-attempt on the following two working days.

Tracking shows a missed delivery attempt but I was in. What do I do next?

Firstly check the tracking site to see if the parcel has been left with a neighbour or in a safe place. The driver will have left a calling card to let you know if this is the case.

If there are any problems you can chat to us via webchat. 

 If you wish to provide us with feedback you can access our Have Your Say survey, which you will find on our tracking site. Just enter your parcel number and let us know what has happened. We can then use this feedback to help us understand what happened and get your parcel to you.

Can the driver come back?

Every driver has a daily route planned out to ensure all parcels for that day are delivered.  They will have left a calling card with instructions on what to do next.

For a green card, you can contact our driver directly.

For an orange card, you can go to the tracking site to arrange a re-delivery date to suit you.

I have a delivery slot but it was missed?

The two hour delivery window is generated by timing the route the driver will take to deliver all parcels for that day. Sometimes the driver may experience traffic, road closures or deliveries may take longer than usual.

If we know that we're not going to make it we'll let you know and give you a new two hour delivery window.

If I’m not in, what will happen to my parcel?

I specified a safe place so why didn’t you leave it there?

We're sorry that we couldn't leave your parcel in your chosen safe place. There are two scenarios when we cannot leave a parcel in a safe location.

1) The sender selects a service that requires us to capture a signature. (We call this a proof of delivery (POD) service).

2) There isn't an appropriate safe place to leave the parcel, or the one you have indicated doesn't comply with our delivery standards. It is always worth checking these details out at the point of your order.

Can you leave my parcel with a neighbour?

Sometimes we can. We have many services available and some of them allow delivery to a neighbour, however some don't. The sender will select the service that is used.

 

Don't worry...

The driver will leave you a calling card with instructions on what to do next.

They may be able to leave your parcel with a neighbour or in a safe place depending on the service the sender has sent your parcel on.

For green cards: The driver will have left their mobile number on the back of the card and you can contact them any time up until 9pm.


For orange cards: Visit our self service page where you can select another day or arrange to collect from your local depot.

If we don't hear from you we automatically re-attempt on the following two working days.

Can you leave my parcel somewhere safe?

Sometimes we can. We have many services available and some of them allow delivery to a safe place, however some don't. The sender will select the service that is used.

My delivery driver is amazing, can I let them know?

Thanks! Of course you can...

You can leave your driver a review on our Have Your Say survey, which is located on our tracking site. All you need is your parcel number.

You can also leave a review on Trustpilot. You will need your parcel number for that, too.

 



Can I call the driver directly?

If you have received a green calling card, the driver's mobile number will be written on the card. You can also text the driver on their mobile number on the card.  It is also available via the tracking site

 

When will my parcel arrive?

You can check the tracking site to see when your parcel is due, it will have the date clearly displayed. If your parcel has a two hour delivery window, you'll see this on the tracking site on the day of your delivery.

I had a delivery slot for my last parcel, why not now?

This depends on the service that has been purchased by the sender, as we have a range of services. If the sender has not used a service that provides a two hour delivery window then it won't be available.

How can I change my delivery time/day?

Can I change my delivery address / how do I change my delivery address?

If you haven't yet had a delivery attempt, please speak to the sender of your parcel, they may be able to change the delivery address for you.

Some of our parcel services allow you to change your address when you rearrange following a card being left. If this is available the tracking site will tell you.

Currently you are unable to change the time of your delivery if you have been sent a two hour delivery window.

You are able to rearrange a delivery once our driver has attempted to deliver your parcel and left a calling card.  If you have a green Yodel calling card, please text or call the driver on their mobile number, which is written on the card. If you have an orange calling card, please use the tracking site to rearrange or collect your parcel.

Can I amend my delivery preference?

If you're rearranging a delivery following a call card being left you can select a new delivery date.  You might be able to nominate a safe place or neighbour when you reschedule, depending on the service that the sender has sent your parcel on.

I was able to rearrange a delivery last time, why can't I do this now?

This could be down to a few things...

It can depend on the service the sender has chosen and where your parcel is in the Yodel delivery process.

If you have an Orange Yodel calling card: Check the tracking site to see how many calling cards have been left for you. If there have been more than two cards left, you can only arrange to collect the parcel from our depot.

If the first delivery attempt was made more than a week or two ago, you may find that you can't rearrange your parcel as it might be on its way back to the sender. The tracking site will tell you if this has happened.

If you have a Green Yodel calling card: Our courier will have left their mobile number on the card. Please text or call them to rearrange your parcel as you won't be able to do it online.

What do I need to rearrange my parcel?

You need your card reference number, which can be found on the calling card our driver left at your address, and your postcode.

How do I rearrange my parcel delivery?

If you have received an Orange Yodel calling card, you can enter the 8 digit card reference number from the card, along with your postcode on the tracking site. If your parcel is able to be rearranged, you will get the option to do so.

If you have a Green Yodel calling card, please text or call the driver on their mobile number, which will be written on the card for you. It is also available via the tracking site. However, you won't be able to rearrange your parcel online if you have a green card.

Can I collect my parcel instead of rearranging?

It can depend on where your parcel is in the Yodel delivery process.

If your parcel is available to be collected from our depot, you will be given the option to arrange this on the tracking site. It is important that you fill out all the details on the collect page, so we know that you are coming.

You can read more about collecting your parcel from your local Yodel depot here.

What is my nearest depot location?

The tracking site will give you precise details of your local depot when you arrange to collect your parcel. Don't forget to let us know you're coming so we don't try and re-deliver your parcel.

My parcel is at a depot, can I collect it from another one?

No, unfortunately this is not possible.

Can somebody else pick my parcel up for me from the Yodel Depot?

Of course!

Yes, you can send someone on your behalf to collect your parcel. They will need to bring the calling card left by the driver and their own photographic ID e.g passport or driving license.

Are there any restrictions when I pick my parcel up from my depot?

There are no restrictions but you must bring the calling card and photographic ID. e.g. passport or driving license.

If the parcel contains alcohol you must be over 18 to collect.

I can’t pick my parcel up from the depot, what do I do?

If you have had three or more delivery attempts and you can't pick your parcel up from the Yodel depot, then please chat to us using the live web chat facility on the tracking site.

Why can’t I just collect it from the depot without letting you know?

If you don't let us know, we may automatically try to re-deliver your parcel. We don't want to waste your time travelling to our depot when your parcel may be out for delivery again.

We ask that you let us know by using the tracking site and going to the Collect option.

What do I need to bring with me to the depot?

We ask that you bring the Yodel calling card that was left by the driver and one form of photographic ID e.g. passport or driving license. You will not be able to collect your parcel without these.

When can I pick my parcel up from the depot?

Please use the tracking site and select the Collect option to let us know you are coming. It will also give you the depot opening times.

You'll need to do this 24 hours before you collect your parcel so we know to keep it in the depot and not send it out for delivery. If you have a green Yodel calling card, please text or call the driver on their mobile number, which will be written on the card.

What time is your depot open for me to collect?

Our depots are open for parcel collections between 8am and 6pm Monday to Friday and 9am to 12pm on Saturdays. We are closed on Sundays and bank holidays. Our seasonal times may vary but we will always keep you updated via this website. 

What is YodelDirect?

YodelDirect is Yodel's parcel collection service

YodelDirect offers a fully online package, meaning you can book a courier collection online, on a date to suit you and YodelDirect will deal with your delivery quickly and professionally. We also offer parcel tracking to all clients and customers, meaning you can see exactly where your parcel is.

I need to amend my YodelDirect collection, how do I do this?

If you are using YodelDirect, simply login to your account and select the parcel you wish to amend the details of. Alternatively, you can chat with one of our customer services team on webchat. They can help you with amending collection details.

Ideally you should do this the day before the collection is due to take place.

I need to cancel my YodelDirect collection, how do I do this?

If you are using YodelDirect, simply login to your account and select the parcel you wish to cancel. Alternatively, you can chat with one of our customer services team on webchat. They can help you with amending collection details.

Ideally you should do this the day before the collection is due to take place.

I’ve created an order on YodelDirect but cannot print off a label, what should I do?

We need to have a Yodel label on the parcel in order for it to be delivered. Chat to us online if you are unable to do this. 

I’ve created a booking on YodelDirect, what do I need to do now?

All you need to do now is ensure your parcel is correctly labelled, packaged and that it will be ready in time for Yodel to collect. See you soon!

How much does it cost to send a parcel with YodelDirect?

If you just want to send a few parcels then you can get a quick quote by visiting Yodel Send to see how much it would cost to send your parcel with YodelDirect.

Do I have to set up an account to send a parcel through YodelDirect?

If you want to send a parcel via YodelDirect, then you do have to set up an account. This is really easy and all you need is an email address.

You can do this by clicking here.

How do I label my parcel?

When you have attached your label to your parcel please ensure that it is completely flat and unobscured. Please do not cover the barcode with any tape, including clear tape, as this may prevent us from scanning it.

How do I package my parcel?

Click here to read our best practice guidelines on packaging your parcel.

Are there any size/ weight restrictions with YodelDirect?

We do have weight and size restrictions:  

Maximum height is 1.2m and maximum weight is 25kg.  

We do recommend that you read our packaging guidelines before you send your parcel.

Do you have any prohibited items?

Yes, we have a list of prohibited items. If you want to send an item that is on this list then please get in touch, so we can help you further.

We also have packaging advice, so please check them out too.

Where can I send parcels from?

If you are using YodelDirect

You can book collections from anywhere in the UK, The Channel Islands or The Republic of Ireland, as long as you have an address to collect from.

Can I send parcels to multiple addresses?

Yes, you can!

There are no restrictions on the number of addresses you can send to. If you are a YodelDirect customer, you actually save money by sending multiple parcels on one order!

How do I send a parcel overseas with YodelDirect?

It's really simple...

It's really simple to send a parcel overseas. Visit Yodel Send, where you can get a quick quote by simply selecting one of the countries in the drop down list and entering your parcel's details. This is using our YodelDirect service. 

How long will it take for my parcel to be delivered overseas?

Most destinations have a 5 to 8 day delivery time, but please allow a few extra days for more far away places.
When you book a collection, you will be given an estimated delivery date. Remember, you can still track the journey of your parcel.

Do I need to fill in a customs form when sending overseas?

You will be guided as to what details are required, just fill out the details on your collection as normal and when you print your label, your customs forms will be there to print too.

If you need to provide customs with further details, you'll be given a customs form to print too.

Do I need to take out extra insurance when sending overseas?

YodelDirect covers up to £20.00 as standard with options to increase this to cover the full amount, you will be notified during your booking what additional cost is required to cover your parcel.

I have sent a parcel on YodelDirect but it wasn’t received, what shall I do?

First of all check the tracking history on YodelDirect. If it's past its expected delivery date, then please use our webchat service.

I don’t have the full address of where I want to send my parcel, is that ok?

As a minimum we require the building name/number, street name and postcode. This is to make sure we are delivering to the right person for you. 

I want to send parcels, how do I do this?

Can I send to multiple addresses?

Yes you can. There are no restrictions on the number of addresses you can send to. If you are a YodelDirect customer you actually save money when you send multiple parcels at the same time!

Do I have to set up an account to send a parcel?

Yes, if you want to send a parcel via YodelDirect then you have to set up an account. This is really easy and all you need is an email address. 

We have different services to meet all of our clients' needs

No matter what size business you are, you can see what Yodel services best suit you by visiting Your Business. If you only want to send a few parcels, you can use our online parcel sending tool.

My parcel has been returned to sender as it was damaged

Damaged items get sent back to the sender

It may be your parcel has been damaged before it got to us meaning that we are unable to deliver the damaged item. In this case we will send the item back to the sender on your behalf.

My parcel has arrived damaged

Contact the company who sent you the item

If your parcel arrives damaged, you will need to contact the company that sent you the item. This will enable you to arrange for a replacement item. 

How do I package my return parcel?

If your parcel has come in packaging suitable for a return then follow the instructions given by the parcel's sender.  However, if you need further guidance on how to package your return, then our packaging guidelines should help you.

I want to return a parcel, how?

Check the documentation that arrived with your parcel. Instructions might be in there. If not you will need to contact your sender to arrange a return collection. They can provide all the necessary labels and information to return your parcel. A return collection can take place anytime between 8am-6pm.

Can I take my return item to a collect+ store instead?

You may be able to. We suggest that you check with your sender for this.

Is there a cost to return a parcel?

This will depend on who has sent your parcel. We suggest that you check with your parcel's sender for this.

How will I know when my item has been returned?

The sender should notify you. Please check your account or get in touch with them directly if they don’t. 

How long will my return take?

That depends on your sender

The return of your parcel will take no more than a couple of days but the sender will have their own process in terms of replacements, refunds or otherwise. These can take longer and you'll need to speak to the sender to understand their timescales.

Can I track my return?

Of course you can!

You can, all parcels sent through the Yodel network can be tracked.  Our driver will give you a card as a receipt of your collection, with your return's parcel number on for you to track as as normal. 

I'm told I need to attach a label to my return, where do I get this?

You should have been provided with a label to attach to your return parcel.  If this is not the case, you will need to contact the parcel's sender to arrange for a new label.

Where do I send the return item to?

Your sender will provide this information for you.  Please ensure that any label used is completely flat and is unobscured.  Please do not cover the barcode with any tape, including clear tape, as this may prevent us from scanning it.

Can I return it any time I want?

This will depend on who has sent your parcel. We suggest that you check with your parcel's sender for this.

Am I eligible for a return?

This will depend on who has sent your parcel. We suggest that you check with your parcel's sender for this.

Can I take my exchange item to a Collect+ store instead?

You may be able to. We suggest that you check with your sender for this.

How will I know when my exchange item has been received?

The sender should notify you. Please check your account or get in touch with them directly if they don’t. 

How long will my exchange take?

That depends on your sender

The return of your parcel will take no more than a couple of days but the sender will have their own process in terms of replacements, refunds or otherwise. These can take longer and you'll need to speak to the sender to understand their timescales.

Can I track my exchange?

Of course you can!

You can, all parcels sent through the Yodel network can be tracked. Our driver will give you a card as a receipt of your collection, with your parcel number on for you track as as normal.

I'm told I need to attach a label to my exchange, where do I get this?

You should have been provided with a label to attach to your return parcel.  If this is not the case, you will need to contact the parcel's sender to arrange for a new label.

Where do I send my exchange item to?

Your sender will provide this information for you. Please ensure that any label used is completely flat and is unobscured. Please do not cover the barcode with any tape, including clear tape, as this may prevent us from scanning it.

How do I package my parcel exchange?

If your parcel has come in packaging suitable for a return then follow the instructions given by the parcel's sender.  However, if you need further guidance on how to package your return, then our packaging guidelines should help you.

Can I exchange my parcel at a collect+ store instead?

You may be able to. We suggest that you check with your sender for this.

Can I exchange my parcel any time I want?

This will depend on who has sent your parcel. We suggest that you check with your parcel's sender for this.

Am I eligible for an exchange?

This will depend on who has sent your parcel. We suggest that you check with your parcel's sender for this.

Is there a cost to exchange a parcel?

This will depend on who has sent your parcel. We suggest that you check with your parcel's sender for this.

I want to exchange a parcel, how?

Check the documentation that arrived with your parcel. Instructions might be in there. If not you will need to contact your sender to arrange a return collection. They can provide all the necessary labels and information to exchange your parcel. A exchange collection can take place anytime between 8am and 6pm.

Are there any size/ weight restrictions?

Yes we do have weight and size restrictions. Visit Your Business to contact us and one of our team will get back to you. 

Are there any prohibited items?

Yes, we have a list of prohibited items

If you want to send an item that is on the prohibited items list, please get in touch so we can help you further. We also have packaging guidelines for many items that go through our network, so please check them out too.

What service is right for me?

We have a range of services available to meet all of our clients' needs.

If you are a business, you can visit the Your Business page, where you can find out information on Yodel services. If you only want to send a few parcels then YodelDirect could be the right choice for you.

I’m interested in using Yodel’s services, who should I speak to?

Great!

You can visit the Your Business page, there you can find out what the right service is for you as well as details of our service propositions. Then, complete the contact form and we will get in touch with you.

If you only want to send a few parcels then YodelDirect could be the right service for you.

How do I become a Yodel Client?

You can visit the Your Business page, there you can find out what the right service is for you as well as details of our service propositions. Then you can complete the contact form and we will get in touch with you.

If you only want to send a few parcels then YodelDirect could be the right service for you.

Prohibited Items

A full list of prohibited items can be found here.

Packaging advice

Packaging advice

You can find some advice on how to package your parcel here.

Will I be notified of any planned delays to routes?

We will notify you by email if we are aware of any bad weather or road closures that will affect your collections or deliveries.  Please speak to your account manager however if you have any individual queries.

What holidays do Yodel not collect or deliver on?

Yodel do not collect or deliver on the following days:

New Years Day*, Good Friday, May Bank Holiday, Spring Bank Holiday, Summer Bank Holiday, Christmas Day* and Boxing Day*.

Any parcels sent through the network over these days will be subject to an increased transit time of one day.

What is a fuel surcharge?

A fuel surcharge is a way of adjusting the amount paid to move freight (for us parcels) by taking into account significant variation in fuel prices, compared to historical levels. Dont worry, it's nothing out of the ordinary and most carriers and shippers participate in a fuel surcharge program of some kind.

You can find detail of fuel surcharge here

I have a query about my service

Can I have a copy of your terms and conditions?

Please contact your account manager if you are looking for your personalised Terms and Conditions. 

I have a query about an invoice

If you are a Yodel client then please contact your account manager directly who will be able to advise you further.

For all service queries please contact your account manager directly who will be able to assist you further.