Frequently Asked Questions
How can we help you?
Before Your Delivery
I’ve received a delivery confirmation — when will I get my 3-hour delivery timeslot?
Your 3-hour delivery timeslot will be confirmed the day before your scheduled delivery date. This confirmation will be sent either by SMS or by telephone call, depending on the contact preferences and information provided to us by your retailer.
Can I request a timeslot?
You’re welcome to request a preferred delivery timeslot, but it cannot be guaranteed. Our planning team will make every effort to accommodate your request wherever possible.
Can I change my 3-hour delivery timeslot on the day of delivery?
Unfortunately, the 3-hour delivery window cannot be changed on the day, as our drivers follow pre-planned routes. If you need to reschedule your delivery, you can do so by contacting our call centre using the number below. Please have your delivery confirmation details ready to help us process your request.
I can no longer accept the delivery date; how do I rebook it?
Please contact our call centre on the contact number provided in your delivery confirmation 0800 7765045 . You will be able to rebook your delivery to meet your convenience.
Can I change my delivery address?
Yes — because our delivery routes are planned in advance, we require at least 24 hours’ notice to make any address changes. Please contact your retailer to request the update, as they will need to authorise the change and confirm it with Reach Logistics.
Can I request for my items to be left with a neighbour?
This request must be submitted to Reach Logistics through your retailer so we can action it. If the retailer approves the instruction, we’ll be happy to follow it.
Can I collect my order from the depot?
Unfortunately, due to health and safety regulations, we’re unable to offer depot collections.
Will the delivery crew call ahead so I know they’re on the way?
Yes — our delivery crew will call around 30–60 minutes before arriving at the delivery address to let you know they’re on their way.
During & After Your Delivery
What should I expect upon delivery?
On arrival, the delivery crew will;
- Introduce themselves
- Confirm your order details
- Plan out access to the delivery spot/room
- Risk assess any potential hazards
- Carry out the delivery with any additional services outlined by the retailer
Finally, once you are happy that the job is complete, our delivery crew will confirm receipt of delivery and obtain a signature via our hand-held device.
Additional Delivery Services
Your 3-hour timeslot will be sent out the day before your delivery date. This may be sent via SMS or you may receive a telephone call. This is subject to the preferred choice on the contact information supplied by the retailer.
If you have booked an additional service with your retailer including :
- Room specific delivery
- Assembly of furniture (Indoor & Outdoor)
- Removal of all packaging
- Removal of old items
- Recycling of old beds or mattresses
- Wet connect of washing machines with test cycle.
then our friendly delivery team will already be aware and proceed as trained.
Unfortunately our delivery team cannot proceed with a service such as assembly if it hasn’t been approved by your retailer. If you feel that you should receive any additional service then please request the Reach Logistics team check their delivery notes. If there is no additional service listed, please contact your retailer. Our delivery team will depart your premises.
I have missed my delivery, what happens now?
Not to worry, our bookings team will contact you to arrange a new delivery date. Alternatively, please contact our call centre on the contact number provided. You will need your confirmation details to rebook your delivery to meet your convenience.
How do I cancel my order?
Please contact the retailer directly to cancel your order.
My item is damaged, what should I do?
Once the “Acceptance of Product” has been signed and our drivers have left the address, any damage must be reported to the retailer directly.
Any damages discovered at delivery point will be noted down and photographed by our delivery team. If you do not accept your delivery due to damage, our delivery team will depart your premises with the product(s).
You may then contact the retailer to discuss your options and they will liaise with the Reach Logistics Account Management team directly to resolve the issue.
How do I raise a complaint about my delivery?
We value any feedback you have and endeavour to make continued improvements. Please contact the retailer directly or contact our complaints department by emailing us at complaintshello @reachlogisticsltd.co.uk or by completeting our contact form with you with your;
- Name
- Order number
- Delivery address
- Phone number
followed by the details of your complaint. We will aim to respond within 7 working days.
