Peak Planning

Black Friday, Cyber Week and Christmas Deliveries 2017

Peak planning and operations

The busiest time of the retail year is upon us and we are executing our ‘Peak’ action plan. This year UK retailers are expected to dispatch over 330 million orders in November and December 2017, representing 25% of the full year’s volume*.

We have worked with our clients to help them provide us with their estimated parcel volumes and upscale our operation in line with their forecasts. We’ve expanded our operation to deliver seven days a week, increased our customer service hours and our fleet, and we have added thousands of  colleagues to our team to ensure we can handle the additional volume.

Market insight

While December remains the biggest online shopping month, over the past two years, we have seen some of the December volume move into November, due to the growth of Black Friday. This was particularly evident last year, when retailers extended their promotions over a week and more consumers opted to shop online rather than in-store on Black Friday.

Operational schedules

Our account directors have shared personalised Peak operating schedules with all our clients. These include delivery, returns and collection information.  If you have any further questions, please contact your account director or email

Weather disruptions

Rain, fog and snow: It wouldn’t be winter without bad weather. We have plans in place to make sure that any adverse conditions that do occur cause minimal disruption to our service. Take a look at our weather contingency plans.

Customer service opening hours

We understand that with the increase in orders, there will also be an increased demand in customer service. That’s why we will be operating extended hours on all our channels (social media, web chat and telephone).

Take a look at Yodel and CollectPlus' customer services opening hours.


*IMRG Delivery Index Report, August 2017

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