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“Out for delivery” means the parcel was loaded onto a van that morning. Rounds finish at 21:00, so a parcel showing this status before then is still in progress.

If the status has not changed by 09:00 the next working day, the parcel has usually been returned to the depot — most often because nobody was in and there was no safe place on file. It will be attempted again automatically the following working day.

• Check the tracking page for a card number — a failed attempt always leaves one.
• Add a safe place or a neighbour to avoid a second failed attempt.
• After two failed attempts the parcel is held at the depot for 7 days.

Scans reach the tracking page within about 15 minutes. The exception is the first scan after collection from a retailer, which can take up to 24 hours because retailers often pre-print labels days before they hand the parcel over.

If tracking has not moved for three working days, treat the parcel as delayed and open a query from the tracking page.

Only to another address with the same postcode district, and only before the parcel is loaded for delivery. Once it shows “out for delivery” the address is fixed for that day.

Redirection to a different district is not possible — the parcel would have to travel back through the sorting hub, and we would rather return it to the sender than risk losing it.

Anywhere on your property that is out of public view and sheltered: a porch, a shed, a garden store. We cannot leave parcels in communal hallways, bin stores or anywhere accessible from a shared entrance.

Choosing a safe place transfers responsibility for the parcel to you once it has been left there and photographed.

Photograph the packaging and the contents before disposing of anything, then open a claim within 14 days of delivery. Claims without photographs of the outer packaging are very hard to settle, because we cannot tell whether the damage happened in transit.