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My parcel hasn’t been delivered - how do I start a trace?

First of all don’t panic. Take a look at our online tracking, as while couriers do all they can to deliver your parcel on the estimated delivery date, it is not always possible.  Very occasionally things can go wrong and none of the couriers can offer a service guarantee. It may be that your parcel is simply delayed because of issues, such as bad weather, vehicle accidents and heavy traffic.

If when you check the tracking your parcel has not been scanned by the courier for more than 24 hours, please contact our customer service team.  They can help by starting a trace with the courier - just make sure you have your MPD booking reference and a description of both the parcel packaging and contents. The couriers may need to carry out a manual search of their depots, so any distinguishing features of the packaging would be a great help.

The lapsed time between tracking events before opening a trace are as follows:

  • Parcelforce & UPS - 2 working days
  • Hermes & MPD -  5 working days

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