If your shipment has not been collected, see below for what you should check and how to proceed depending on your situation:
1. Check whether the service you have purchased includes home collection
You can verify this information in the confirmation email you received after completing the shipment purchase or on the post-sales page, in the Carrier Information section.
- If it includes collection, the following message will be displayed: "You have purchased a home collection service".
- If it does not include collection, the following message will be displayed: "You have purchased a drop-off service please bring it to the store to dispatch your item". In this case, the courier will not come to your home and you must drop off the parcel personally at the courier's office, ParcelShop or locker.
2. Check the selected date and time slot
- If the time slot has not yet ended: wait until the agreed period is over. The courier carries out multiple collections during that slot and may arrive at any time.
Please note that collection times are approximate and may vary depending on the volume of shipments in the area or due to unforeseen events on the route, such as traffic, roadworks, vehicle breakdowns, road restrictions, parking difficulties, or other factors.
- If the time slot has ended and they have not come to collect: please contact the Packlink Customer Service team. To do this, go to the support page, select the Contact Support option and then choose the Pickup category.
Our agents will report the incident to the courier and will confirm you via email when they will come to collect.
3. You were not at home when the courier came to collect
If the courier came and you were not available, please contact the Packlink Customer Service team. To do this, go to the support page, select the Contact Support option and then choose the Pickup category.
Include any information that may facilitate the collection (access instructions, contact telephone number, possible time restrictions, etc.). Our agents will reschedule the collection of your shipment and confirm you via email when the new collection will take place.
Important
- The transport company does not make two collection attempts on the same day. For this reason, the new collection will be arranged from the day after your request and within the previously selected time slot.
- The collection services are not available on weekends and public holidays.
If you cannot be available at the time of collection, we suggest you use a 
Drop-off point service. This way, you can drop off the goods at the time and date that suits you best.