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The quickest way to find the help you need is to use our FAQs
0330 335 0950
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Collecting a parcel
How will I know when my parcel is ready to collect?
When your parcel has arrived you will receive an email and text message from InPost containing your collection code.
When at the locker, how do I get my parcel?
The fastest way to collect your parcel is to scan the QR code that can be found in the collection email or via a link in the text.
Alternatively, you can manually enter your mobile number and unique 6-digit PIN.
How long do I have to collect my parcel?
You have 72 hours (3 days) to collect your parcel from the time it’s delivered.
InPost will send you a reminder email and text message when you have 24 hours left to collect your parcel before it’s sent back to the store.
My QR code won’t scan
If your QR code won’t scan, your screen brightness might be too low. Turn up the brightness on your phone and try again.
Or you can enter your mobile number and unique PIN to collect your parcel.
I ran out of time to collect my parcel. What do I do next?
Please contact the store you bought from and they will be able to help you out.
Can I collect any parcel from an InPost locker?
Unless a store has an InPost locker option in their online checkout, you won’t be able to get your items delivered to one of our lockers.
You can check the store’s delivery options to see if they have lockers available.
I have made two separate orders for collection at a locker. Will both parcels be in the same locker compartment?
No, they will be in two separate compartments and you will be sent two different collection codes.
I received two collection codes for the same order. What do I do?
This just means your order has been split between two parcels.
Scan your first QR code to get your first parcel and scan your other QR code to get your second parcel.
Returning a parcel
How do I use an InPost locker to return a parcel?
First, check the store’s website to see if they have InPost lockers as a returns option.
If they do, they may either direct you to the InPost Returns Portal or a third party portal.
Follow the instructions on the portal to create your label. Then:
- Print out your label and attach it to your parcel, making sure old labels are covered
- Take the parcel to your local InPost locker
- Scan the barcode on your returns label and follow the instructions on screen
Do I need a printer to return a parcel with InPost?
Yes, you will need to print out your label and attach it to your parcel.
Can I return a parcel back to any retailer with InPost?
Please check the store’s website to see if they have InPost lockers as a returns option.
How long will it take for my return to get back to the store?
It takes approximately 5 working days for your parcel to get back to the store you ordered from. If you have any questions about your refund, please contact the store directly.
How will I know when the store has received my return?
You can track your parcel here to check that it’s arrived back with the store
Sending a parcel
How do I use an InPost locker to send a parcel?
You can send a parcel from an InPost locker to a UK address (locker-to-door service) using InPost Direct.
- Buy your label from InPost Direct
- Print and attach your label to your parcel
- Take the parcel to your nearest locker
- Scan the barcode on your label and follow the instructions on screen
What sort of items can’t I send using an InPost locker?
A list of prohibited items is available in the Terms & Conditions section on our website.
All parcels must be packaged securely. Parcels weighing more than 15kg and larger than 38 cm x 38 cm x 64 cm in size cannot be sent using an InPost locker.
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Monday 25 May – 8am – 8pm
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