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Royal Mail delivery tracking

Royal Mail issues delivery notifications via email and SMS, provided they have your mobile number on file. Supplying this information ensures you receive all tracking and delivery updates.

We also strongly recommend you to download the Royal Mail App as you will be able to track the progress of your orders via the tracking reference, we share with you once the order has been dispatched from our warehouse.

Alternatively, you can track progress of the delivery on their website. You can always contact Royal Mail by calling their customer service team on 03457 950 950. Please ignore the automated information regarding the tracking reference for now. Instead, wait to speak with a member of the customer service team.

IMPORTANT: Make sure you request your case number during the call, if we need to escalate the issue on your behalf, we will require this case number, so please keep it safe and share it with us once you receive it.

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 may apply and you will be contacted directly by the relevant depot who will take the payment over the phone.

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.

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 the 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).

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.

We currently use three carriers:

  • Standard size parcels are delivered by Royal Mail
  • Oversized parcels are delivered by APC (also known as G-Force)
  • Pallets are delivered by Palletways (also known as KRL)

PLEASE NOTE: Multiple parcels may arrive separately.

For orders being delivered via Royal Mail

Royal Mail deliver between 8am and 6pm from Monday to Friday and on Saturday from 8am until 2pm. Although we request deliveries within business working hours, we are unable to guarantee this.

We strongly recommend you to download the Royal Mail App as you will be able to track the progress of your orders via the tracking reference, we share with you once the order has been dispatched from our warehouse.

PLEASE NOTE: A signature is required upon delivery to ensure your order is received safely. If no signature can be provided, Royal Mail will take the delivery to your local depot.

For orders being delivered via APC (G-Force)

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

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.

For LARGE orders being delivered via Palletways

Palletways deliveries are between 9am and 5pm and you can request the day of delivery directly. If you require timed delivery, this can be arranged at extra cost. Please also note that any restrictions must be shared with Palletways at the time of booking. Failing to do so may result in additional charges, such as parking tickets, being passed on 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.

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.

Deliveries to Northern Ireland

Our carriers cannot deliver aerosols (e.g. deodorants, mousses) into Northern Ireland, because they are classified as dangerous items. Carriers are also limiting the total volume of liquids (e.g. detergents, laundry liquids) per shipment.

In response, we have switched off your ability to order these types of items for the foreseeable future.

Windsor Framework has come into effect as of the 1st of May 2025 and in order for us to be able to ship your orders, we require your EORI number. This begins with XI. Please see information regarding the Windsor Framework as well as instructions on how to apply for it if you do not have this as yet: https://www.gov.uk/eori/eori-northern-ireland

Please be aware that we are only accepting orders up to a maximum charge of £135, before VAT. Orders above £135 will not be accepted at checkout. Refer to the Using Products section of these FAQs for the latest information from our carriers about deliveries to Northern Ireland, the products they cannot ship and how this may affect your experience with us.

We do not deliver to the Republic of Ireland.

Order Tracking

You can check the status of your order at any time by logging in and clicking on My Account, scrolling down to My Orders and checking the Status of your order.

Delivery tracking details will appear a few hours after the order status has changed to Despatched.

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.

Click on Track My Order to view these. See image 1. When the status changes to dispatched, you will automatically receive notification as well.

If the order has been dispatched but no information is available yet via Track Your Order, then the parcels or pallets have been picked up from our warehouse but are still waiting to be scanned by the chosen delivery company. Please note that these details will appear after 5pm on a webpage provided by nShift.

As soon as your order has been dispatched, you will receive an email notification. From this email, you can track your order by clicking on tracking references on the bottom of this email under the field "Parcel number".

You will receive notification via email and SMS (if you have shared your mobile number) from Royal Mail with an estimated 4 hour time slot for delivery.

We strongly advise you to download the free Royal Mail App, available from Apple and Android app stores, if you haven’t done so already. You will be able to monitor progress of your order once you search by the tracking reference we share with you. You can also select your Safe Place location or request the parcel to be left with your Neighbour.

PLEASE NOTE: A signature is required upon delivery to ensure your order is received safely. If no signature can be provided, Royal Mail will take the delivery to your local depot.

PLEASE NOTE: Multiple parcels may arrive separately.