Received a missed delivery card?

Received a missed delivery card?

If you’ve returned home to find a Missed Delivery Crad, it means our courier attempted delivery, but no one was available to receive the parcel.

Redelivery Options

If you've missed a delivery, you have the following options:

1.    Collect from Your Local Branch

  • Visit the branch listed on your Missed Delivery Card.
  • Bring valid photo I.D. to collect your parcel.

2. Redeliver to the Same Address

  • Your parcel can be redelivered to the original delivery address.
  • Please allow 24–48 hours for the redelivery to be completed.

3. Redirect to a Different Address

  • You can request your parcel to be delivered to an alternative address (e.g., your workplace or a location where someone will be available during the day).

To arrange redelivery or redirection, follow the instructions on your Missed Delivery Card or visit our website


How to Arrange a Redelivery

If you've received a Missed Delivery Card, you can use our Card Left tool to arrange redelivery or collection.

Steps:

  1. Go to the Tool - Card Left on our website.
  2. Enter the 20-digit code from your Missed Delivery Card into the field labelled 'Card left code'.
  3. Choose your preferred option:
    • Collect from Depot
    • Redeliver to Same Address
    • Redirect to a Different Address

Important Note About Depot Collection:

If the screen automatically selects ‘Collect from Depot’ and shows a message saying:

“Regarding this particular delivery, please phone us”

This means your item has not yet been returned to the branch and is currently unavailable for depot collection. You won’t be able to choose this option until the parcel is back at the branch.

You can still proceed with either:

  • Redelivery to the same address, or
  • Redirection to a different address


How to Redeliver to the Same Address

If you’ve chosen the Redeliver to Same Address option using the Card Left tool, follow these steps:

  1. Select a Redelivery Date
    • Choose the day you would like your item redelivered.​
    • Note:
      • Delivery is not available on Sundays or public holidays.
      • Saturday deliveries incur an additional charge.
  2. Choose Your Delivery Preference
    • You will be asked whether you give Authority to Leave (ATL) your parcel without a signature.
    • If you do give ATL, your parcel will be left in your chosen safe spot to avoid another missed delivery.
      • A text box will appear — please enter clear instructions (e.g., “Leave on the back porch. Entrance is through the gate on the right side of the house.”)
    • If you require a signature, this service is still available, but an additional charge will apply.
  3. Accept the Terms and Conditions
    • Tick the box to confirm you accept the terms.
    • Click Next.
  4. Review Your Details
    • A confirmation screen will appear.
    • Double-check that all the information is correct.
    • To make changes, click the blue ‘Back’ button.
  5. Submit Your Request
    • Click Submit to send your redelivery request to us for processing.
  6. Payment for Optional Services
    • If you requested a signature-required redelivery, you’ll be taken to a secure payment portal to complete the transaction by credit card.

 

How to Redirect Your Parcel to a Different Address

If you’ve chosen the Redirect to Different Address option using the Card Left tool, follow these steps:

  1. Enter the New Delivery Address
    • Start typing the street number and name of the new address.
    • Select the correct address from the list that appears.
  2. Provide Additional Details
    • If the parcel is going to a business or workplace, enter the company name.
    • Add extra location details if needed — for example:
      “Unit at rear of building” or “Second floor above Café 123” (especially important if the address is shared with other businesses).
  3. Choose a Redelivery Date
    • Select the day you'd like the parcel delivered.
    • Please note:
      • Delivery is not available on Sundays or public holidays.
      • Saturday deliveries incur an additional charge.
  4. Choose Delivery Confirmation Method
    • You’ll need to either:
      • Confirm someone will be present at the time of redelivery to sign for the parcel, or
      • Give Authority to Leave (ATL) the parcel without a signature to help avoid missed delivery.
    • If giving ATL, provide clear delivery instructions (e.g., “Leave behind reception counter” or “Leave in loading dock”).
    • If requiring a signature, please ensure someone is definitely available to receive the parcel.
  5. Accept the Terms and Conditions
    • Tick the box to confirm you accept the terms.
    • Click Next.
  6. Review Your Details
    • A final confirmation screen will appear.
    • Review all entered information carefully.
    • If anything needs updating, click the blue ‘Back’ button to return and make corrections.
  7. Submit Your Request
    • Click Submit to send your redirection request to us for processing.
  8. Payment for Optional Services
    • If you selected signature-required redelivery, you’ll be taken to a secure payment portal to complete the transaction by credit card.

 

How to Avoid Missing Deliveries in the Future

To help ensure you receive your parcels without delay, we recommend the following:

  • Have items sent to an address where someone is available during the day, such as your workplace or a trusted neighbour’s home.
  • Set up an Authority to Leave (ATL) location at your property, so parcels can be safely left even when no one is home.
    This involves placing a secure, barcoded tag in a designated location (e.g. behind the gate or by the back door) that the courier scans upon delivery.

Setting up one of these options greatly reduces the chance of missed deliveries and the need for redelivery or depot collection.

 




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