UK Delivery Enquiry FAQs

Question 1

Do I need to retain my damaged item?

Accepted Answer

We strongly recommend that you retain any damaged item(s) should you wish to query them with the sender of your item. The sender may require photographic evidence of both the damage to the parcel and the packaging itself as part of their investigations.

Question 2

I no longer require my item, can I stop delivery?

Accepted Answer

If you no longer require your item, you may refuse delivery of the item. The item will then  be treated as undeliverable and returned to the sender.

Should you have already taken receipt of the item and wish to return it to the sender, please contact the sender direct to find out more information on their preferred method for accepting returned items.

Question 3

I wish to raise a complaint regarding my delivery, what should I do?

Accepted Answer

Please contact the sender of your item, they will then be able to raise a complaint direct with Whistl regarding your delivery.

Question 4

My item is showing as On Hold with the carrier, why might this be?

Accepted Answer

Typically items are placed on hold by carriers if they are unable to affect delivery of an item due to a problem with the address however to investigate this further, 
please contact the sender of your item so that they can investigate this further as they may already be attempting to contact you about your order.

Question 5

My item shows as handed over to Royal Mail, why has tracking stopped?

Accepted Answer

If your item is showing as handed over to Royal Mail, it has been despatched upon our InSight service. 
As a postal service, items are part-tracked from receipt within Whistl's network to handover to Royal Mail 
for final mile delivery.

Typically you should expect delivery of your item by Royal Mail one working day after handover.

Question 6

My parcel has arrived but I have a question about it.

Accepted Answer

Please contact the sender of the parcel direct with your queries.

Question 7

My parcel tracks as delivered but I have not received it. What can I do?

Accepted Answer

Should nobody be at home when our carrier attempted delivery, the driver may have delivered the item to a safe place or a neigbour either side or directly oposite your property. This is normally indicated in tracking information and you should check these locations in the first instance.

If you are still unable to locate the item, please contact the retailer from whom you purchased the item so that they may investigate this further.

Question 8

When can I expect my parcel to be delivered?

Accepted Answer

The expected delivery date of your item will depend upon which service the item has been sent. Please contact the retailer from whom you purchased the item for your expected delivery date.

Question 9

Why has my parcel tracking stopped updating?

Accepted Answer

Most often when a parcel’s tracking has stopped updating, it is simply due to a small delay in the delivery, or a delay in the tracking system registering the parcel’s progress. However, if your parcel tracking has stopped for more than two or three days, there could be complications with the delivery itself. To check whether there has been any issues with your delivery, please contact the retailer who will be able to investigate further.

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