Here to help
How can we help you today?
0330 335 0950
(standard network charges apply)
Contact us
We are sorry to hear that you are having issues with one of our parcel machines. If you are currently by the machine, please call us on:
Mon – Fri, 8am – 10pm
Sat & Sun, 8am – 8pm
Common questions
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 manually enter your mobile number and unique PIN to collect your parcel.
General information
What is a parcel locker?
A parcel locker is a 24/7 self-service parcel delivery service which allows you to securely collect, return and send parcels with just the scan of a code.
Where is my nearest InPost locker?
Your nearest locker could be outside your local supermarket or the station you commute from.
How do I track my parcel?
If you are waiting to collect a parcel from an InPost locker, you’ll find your tracking details in your order confirmation or dispatch email.
If you are sending or returning a parcel using an InPost locker, your tracking number will be emailed to you once you have dropped off your parcel.
Do you have a weight limit?
The heaviest parcel you can send is 15kg.
How big are InPost lockers?
Each locker has three different sized compartments for you to choose from:
Small: 8cm x 38 cm x 64 cm
Medium: 19cm x 38cm x 64cm
Large: 41cm x 38cm x 64cm
Can I put two or more parcels in the same locker compartment?
No – when dropping off a parcel at an InPost locker, each parcel must have its own unique label and be put in separate locker compartments to avoid your parcel going missing.
Receiving a parcel
Which service are you enquiring about?
Delivery to a locker
Where is my parcel?
If you are waiting to collect a parcel from an InPost locker, you’ll find your tracking details in your order confirmation or dispatch email.
If you have your tracking details, you can visit InPost’s tracking page to check the status of your delivery.
My parcel is delayed
Please note, if you have not received a message from the store saying your parcel has been dispatched from their warehouse, contact them first to ensure they have shipped your order.
Occasionally, parcel deliveries can experience delays. We are here to help, so please read more information below:
If you have received a dispatch notification from the store you are receiving your parcel from, then please check InPost’s tracking page for more details on where your parcel is.
If the parcel has not been received after 2 days from the expected delivery date, please contact us:
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.
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.
Collection information
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.
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.
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.
Delivery to home
Where is my parcel?
If you are waiting for your parcel to be delivered to your address, please contact your sender to obtain tracking information.
If you have your tracking details, you can visit InPost’s tracking page to check the status of your delivery.
My parcel is delayed
Please note, before checking the status of your delivery, contact your sender first to confirm they have sent your parcel.
So we can provide you help, please let us know which company your sender used to send your parcel. If you are unsure, we recommend reaching out to your sender to check the status of your delivery.
Returning a parcel
My parcel is delayed
Sometimes parcels can take longer than expected to be returned and so if it has been 5 working days since you sent the parcel, we ask you to wait a little longer.
If your return has taken longer than 7 working days, please contact us by clicking the link below:
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
Parcel Delays
Where did you buy your label?
My parcel has not left the locker
If you have dropped off your parcel before 12PM from Monday to Saturday, it is expected to be picked up the same day.
If you have dropped off your parcel after 12PM from Monday to Friday, it is expected to be picked up the next day.
Any parcels dropped off after 12PM on Saturday will be picked up on Monday.
In the unlikely situation where your parcel has not left the locker, we ask you to wait 1 additional business day before contacting us. If your parcel still has not been picked up, please contact us:
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.
Email Us
Call Us
0330 335 0950
(standard network charges apply)
Mon – Sat, 6am – 9pm
Sun 8am – 8pm
Bank Holiday Hours
Friday 8 May – 8am – 8pm
Monday 25 May – 8am – 8pm
