On our standard service, your driver will be with you any time between 7am and 7pm on the date you request. We’ll send you a confirmation email the day before, which will include Estimated Time of Arrival (ETA), a 2-hour window of when the driver will arrive. This confirmation email is typically sent between 6:00 and 6:30 PM the evening before your scheduled collection or delivery.
To ensure you receive the ETA notification, check your spam or junk folder if it doesn’t appear in your inbox. Notifications can sometimes be filtered incorrectly.
It's really important that you are available throughout the full day, as there may be some unexpected traffic delays.
If you haven’t received your ETA notification by late evening, it may still be in process. In most cases, you’ll receive it before the day ends.
Occasionally, we work with the courier ParcelForce. If this is the case, they aren't able to provide that 2-hour window ETA for your Collection order, nor call. But they will provide it via text or e-mail for your Return and Materials order (they won't call). We will email you about your courier the evening before your order date. If ParcelForce is handling your order, you may also receive a tracking link for real-time updates on their progress.
If you've chosen and paid for the doorstep collection service, the driver will pick up your items directly from your door as scheduled. Make sure your items are ready for collection.
Earlier timeslots are available for an extra charge. For services scheduled on Saturdays, ETAs are typically provided on Friday. For larger item moves, you’ll usually get notified by 6:00 PM on the prior working day.