COVID-19 (Coronavirus): Latest updates and answers to FAQs

At Parcelly the health and safety of our customers, Parcelly Location, Retail and Logistics Partners and employees is our top priority.

PARCELLY’S RESPONSE TO COVID-19 (Coronavirus)

UPDATE: 27-08-2020

As lockdown measures have eased, we continue to take careful steps to help keep you, our partners, teams and the most vulnerable members of our communities safe during this challenging time. We achieved to provide commercial and enterprise partners with stable service levels throughout the C19 situation and we have now also started to reactivate parts of our consumer services in selected areas. 

Parcelly’s mission has always been to enable our customers and partners to conveniently and sustainably manage their online deliveries. Logistics and e-commerce are fundamental to our society. However, in line with government guidelines, we have changed our processes to ensure that our customers, Parcelly locations, Retail and Logistics partners and the wider community remain safe.

1. WHAT WE ARE DOING FOR OUR CUSTOMERS. 

Why am I unable to buy a ‘Single Collection’ or ‘Subscription’?

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 This email address is being protected from spambots. You need JavaScript enabled to view it.

I have one parcel in transit to my selected Parcelly location, what should I do?

'Single Collection' and 'Subscription' parcels in transit are highly likely to be undeliverable due to the constantly changing situation and restrictions and hence will be returned to the sender. Please check your tracking information for further detail.

My parcel has been delivered to my Parcelly location, what should I do?

(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 that we are back to normal service to enable your collection. 

Can I amend my existing Parcelly Bookings as normal?

Yes, you certainly can. Check your app or online account for more detail.

Is the customer service hotline operating as usual?

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 This email address is being protected from spambots. You need JavaScript enabled to view it..

2. WHAT WE ARE DOING FOR OUR PARCELLY LOCATIONS PARTNERS.

How is Parcelly supporting its Parcelly locations?

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?

You can simply change the status of your store in the ‘Profile’ section of the Parcelly Location App from ‘Open’ to ‘Closed’. Please confirm your change by tapping ‘Save’ in the upper right corner.

How can I change my opening times on the app?

To change your opening times, simply go on the ‘Profile’ section of the app and change your opening times accordingly. Please confirm your change by tapping ‘Save’ in the upper right corner.

What if one member of staff has contracted COVID-19?

If one member of your staff is showing symptoms of the virus, we will temporarily deactivate the Parcelly service in your store until further notice.

Is the partnership hotline operating as usual? 

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 This email address is being protected from spambots. You need JavaScript enabled to view it..

3. WHAT WE ARE DOING FOR OUR RETAIL AND LOGISTICS PARTNERS.

How is Parcelly supporting its Retail and Logistics partners?

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. 

Does the cancellation of ‘Single Collection’ and ‘Subscription’ affect parcel transactions related to Retail and Logistics partners?

No, it does not. Parcel transactions related to our Retail and Logistics partners are not affected. We will inform you about any implications in line with our signed SLA’s. 

Is there an impact for Shopify Retail Partners who offer Parcelly’s Click & Collect?

There is certainly an impact, but our app continues to show only stores that are available for the service. The app is not affected and it only shows stores that are available for collection. Please note that store availability can change on a daily basis. 

4. WHAT WE ARE DOING FOR OUR EMPLOYEES.

How is Parcelly ensuring that its employees are protected during the pandemic?

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