If your collection was not successful for reasons beyond the courier's or Sherpr's control, it will be re booked for you for the next working day by our customer service team. However, if you wish to cancel at this time, your order will be fully credited to your account irrespective of the fare cover you chose.
Unsuccessful collections which meet the criteria for a credit include but are not limited to a missed window for collection at the specified address, item(s) not being ready and at the required location, item(s) missing courier labels, incorrect order/address details supplied.
If your collection was not successful for reasons deemed to be the fault of the courier, again your collection will be re booked for the next working day by our customer service team. However, if you wish to cancel at this time, you may do so for a full refund minus the cost of your fare cover.
Unsuccessful collections which meet the criteria for a refund include but are not limited to driver missing collection window, driver being unable to locate the correct collection address.
Please note that if the collection is refused by someone at the collection address, the collection will not be automatically re booked and you must contact our customer service team to schedule the next appropriate date.
You can see more information on our FAQ pages and terms and conditions page.