Need to cancel a collection? 

If for any reason you no longer require a collection that you have booked via Parcel Monkey, we can get your booking cancelled and the amount you have paid to us refunded back to you. All you need to do is contact our support team with via Live Chat, which is open from Monday to Friday 8am to 8pm and they will be able to cancel the collection and notify the courier company due to make the collection to not come and take your item.

If on the off chance the courier is not notified of the cancellation, and they arrive to make the collection, please do not hand over the goods as you will then be charged as the item will be scanned into their network, and you will have to pay for the service. Simply refuse the collection and this will show on the tracking and we can still issue a refund. 

Change of collection or delivery address

If you have a minor change of address such as a house number or spelling mistake we will be happy to assist with this without the need to cancel and rebook, again all you would need to do is open a Live Chat, or leave a support ticket. However if there is any change to delivery addresses or collection addresses, you will need to cancel and rebook it as a new order. This will be to ensure you are being charged the correct amount to have your item delivered to that specific address, and also to ensure that the courier is happy to accept your booking and make the collection and delivery of your goods. Of course if you cancel and have not used the service, you will get a full refund. This means you are able to place a new order with all the correct and updated details, knowing it will arrive at the destination without a hitch. 

Change of parcel weight or dimensions

It is essential when booking a parcel, to provide the accurate dimensions and weight of your item. This will ensure the item will not be returned or refused by the couriers on the grounds of being incorrectly measured, and that no additional weight charge will be applied. The couriers themselves apply these charges on items that have been misdeclared as they use volumetric weight. You should weigh and measure your item once it is packed and ready, this will make sure the correct measurements are provided into our quote engine. If you need to make any change on your order to the weight or dimensions you will need to cancel and rebook as we are unable to adjust these on your booking. Just let us know you need to cancel, we will action it for you and you will recieve a refund. 

If you have the message 'Problem please contact us' this is generally something we can fix for you too, or we can investigate and tell you what the problem is to come up with a resolution. 

If you need cancel you can also raise a support ticket here and this will be resolved by our team 

Related FAQ's 

Will the weight of my parcel be checked?

How do I go about weighing my parcel?

Terms and condtions