We aim to despatch all orders within 5 working days; at busy times please allow up to 10 working days.

Northern Ireland Update - We are currently only able to accept orders up to a maximum charge of £135 (before VAT) being shipped to Northern Ireland. Orders above £135 will not be accepted at checkout.

Delivery information for donors or logistics companies:

Click here for information on how to book in a donation or enquire how to deliver a donation.

Delivery information for charitable network:

The small charge to order products from the catalogue covers part of the cost of sorting, storing and includes delivery to your chosen UK address.

We aim to despatch all orders within 5 working days from the day we receive your order and payment (during busy times please allow up to 10 working days).

Carton Orders

The majority of orders that can be shipped in cartons are sent via Parcelforce and APC (G-Force). Please note Parcelforce are unable to send notifications to your email address or mobile number provided.

APC can provide updates if you share a mobile number and an email address. However, if no mobile number is provided, notifications will only be sent to an email address of the person that submitted the order.

Please also note that multiple parcels may arrive separately.

We currently use two types of parcel couriers to deliver your orders:

Standard size parcels are delivered by Parcelforce

Oversized parcels are delivered by APC (also known as G-Force).

Parcelforce deliver between 8am and 6pm from Monday until Friday and 8am until 2pm on Saturday. Although we request deliveries within business working hours, we are unable to guarantee this. They might consolidate multiple orders sent to your organisation which is out of our control.

Please note that Parcelforce are required to attempt two deliveries and each time they should leave you with a calling card. On second failed delivery, the parcel/s will be taken back to the local depot and you will need to contact them to make arrangements for redelivery. Failure to do so may result in parcel/s being reconsigned back to us and charges will apply. You can contact Parcelforce to rearrange delivery by calling their customer service team on 0344 800 44 66 option 2 and then option 1. Please ignore the automated information regarding the tracking reference and instead wait to speak to one of the members of their customer service team.

You can also amend delivery dates on an order by calling the customer service team. If you wish to amend the delivery address, a charge of £5.50 including VAT will apply and you will be contacted directly by the relevant depot who will take the payment over the phone.

APC (G-Force) deliver between 8am and 5pm from Monday until Saturday.

If the delivery attempt by APC (G-Force) fails, APC will send an email notification as well as a notification to a mobile number if provided and either issue a calling card with their local depot’s contact details or send an electronic notification with a request to contact the depot directly. It is your responsibility to contact the local depot directly to re-arrange the delivery. If you cannot find the calling card then call us on 0300 302 0200.

Please note that if APC do not receive any communication, parcel/s may be reconsigned back to us. Charges for failed deliveries will apply. Any further attempts to deliver will be charged at cost. This is because we make a charge for our service which includes delivery to you at your chosen address.

If any parcels are missing from your delivery, please advise In Kind Direct customer service team by emailing info@inkinddirect.org with your order number and tracking references still missing. Please note that you need to check the tracking references via the App or portal prior to emailing us in case there is parcel/s still in transit and may be delivered at later stage. Please note that missing parcels need to be reported to us within 48 hours of receiving the order.

Damaged deliveries

If you receive any damaged parcels with visible damages, you are entitled to refuse the parcels and we would strongly advise to do so rather than accept the parcel/s. These will then be reconsigned back to us and we will check them when we receive them back into our warehouse.

If you do not wish to refuse the parcels, please take a clear photo of damages to the outer packaging as well as any items that have been affected by the damage and email our customer service team on info@inkinddirect.org with your order number and photos.

If you refuse to take an undamaged order or if you are not present at the premises to receive this, you will be charged for the cost of the failed delivery.

Important Information about our service

Large Orders (pallets)

Larger orders may be delivered on pallets by our courier Palletways (KRL) who deliver between 9am and 5pm. They will contact you to arrange the delivery date directly. If you require timed delivery, this can be organised at an extra cost to your organisation.

If, however, Palletways are unable to get in touch with you to organise delivery, a storage charges will start on the fifth (5th) day from the day they attempted to contact you.

Please ensure that you are available to take delivery of the pallet on the agreed delivery day and that you have enough space at your premises to receive the pallet.

The pallet company is contracted to deliver a kerb-side service which means that the driver will not be able to take items indoors or up any stairs. Please ensure that you have enough staff or volunteers to help unload the pallet.

If you refuse to take delivery of a pallet on the agreed date, or if you are not there when the pallet arrives, you will be charged for the cost of the failed delivery.

IMPORTANT: the despatch period is calculated from the time payment is received – not from the point of checkout. Please bear this in mind when making payment by BACS.

Order Tracking

To track your order progress and delivery status please log in and go to the My Account section, then scroll down to My Orders. We will provide you with a tracking reference via email when the order is despatched from our warehouse. This tracking reference is also available to view on your account.