AT PARCELLY THE HEALTH AND SAFETY OF OUR CUSTOMERS, PARCELLY LOCATION, RETAIL AND LOGISTICS PARTNERS AND EMPLOYEES IS OUR TOP PRIORITY
In light of local and national government regulations, opening hours and services are variable and subject to change. Please rest reassured that we're doing our best to maintain the highest service level possible and we continue to provide commercial and enterprise partners with stable service levels.
We will gradually reopen our network in the upcoming months, thank you for your patience and understanding.
In line with government guidelines gov.uk/coronavirus and to ensure our service quality standards, we've decided to keep our 'Single Collection' and 'Subscription' services offline for the time being and while we meet demand. This will allow us to focus all efforts on keeping our service working well for the majority of our customers. We hope to be back to normal service levels as soon as possible. A huge thank you for your patience and understanding. For questions, please contact us via our support page or
(a) If the location is open, please follow the social distancing rules and protect yourself and others with the use of masks and gloves when collecting your ‘Single Collection’ or ‘Subscription’ parcel;
(b) If the location is closed, All 'Single Collection' and 'Subscription' parcels in store will be kept and stored securely until we inform you to organise an alternative delivery method.
Yes, you certainly can. Check your app or online account for more detail. Please note, our extended refund timeline of up to 45 business days.
Unfortunately not. We are working hard to answer customer calls, but you may experience longer than usual wait times over the phone as we take precautions to keep our staff safe during the UK Coronavirus outbreak. The easier way to contact us is to send us an email to
Parcelly is working with its location to optimise their operations for collection, and we are doing everything we can to make sure people still have access to their parcels. Parcelly continues to ensure limited contact when items are either collected or dropped off, which will help to keep everyone healthy.
In particular, Parcelly suggests:
(a) Keep a dedicated area for customers to wait in which is separate and away from the till or main entrance. This helps to avoid added contact between your staff and customers amongst each other;
(b) Consider having a separate area for Pick-up and Drop-off to reduce human contact inside your store even further;
(c) Circulate regular safety and hygiene guidance and training to your staff and encourage them to follow medical advice should they have any concerns;
(d) Thoroughly wash hands or use hand sanitiser after any customer/driver interaction.
I am the owner/manager/staff of one Parcelly location and we are temporarily closed for business, but I would like to remain part of the service. How can I do it?
Unfortunately not. We are working hard to answer partnership calls, but you may experience longer than usual wait times over the phone as we take precautions to keep our staff safe during the UK Coronavirus outbreak. Please only call the hotline for urgent matters or else send us an email to
We are actively monitoring the COVID-19 pandemic and are taking measures to keep our community safe and healthy.
Parcelly has invited its locations to:
(a) Provide information regarding the protocols they are implementing to be shared with Retail and Logistics partners, in compliance with GDPR, who will subsequently inform their relative teams;
(b) Allow single drivers to enter the store and maintain a safe distance from in-store staff;
(c) Advise all delivery drivers that no goods should be physically handed over. Instead, keep a dedicated area for Pick-up and Drop-off to reduce human contact inside stores even further.
To protect our staff, we are working with a skeleton team and in remote locations, hence kindly accept that we have to limit immediate communication to customers in urgent need and will else try to reply as quickly as possible.
This page will be updated regularly with more information for our customers, Parcelly locations partners, Retail and Logistics partners and employees. For more resources on the latest public health information, we recommend following the updates and recommendations made by credible public health organisations such as the World Health Organization and gov.uk/coronavirus.