Help & Support
What if my parcel is lost or damaged in transit?
Please call our customer services on 0330 010 6000. They will investigate with the courier and try to resolve the issue with them for you.
Can I stop and return my parcel?
Yes, please contact our customer service team and they’ll be able to contact the courier and request this for you. Please be aware that depending on the stage of the delivery process, this isn’t always guaranteed. If it is out for delivery already, it is recommended that you advise your customer to not accept the parcel in case it is too late to stop the delivery.
Can I cancel my order?
You have until 5:00 PM on the day you created the order to cancel it yourself. If you pass this deadline you’ll need to call our customer services team, and they’ll cancel it for you. You can do this up to 48 hours after creating the order.
Can I make a claim for a parcel?
Yes, once an investigation is completed. You’ll be advised to claim on our Caribou portal for the parcel. When claiming, you’ll need to include the manufacturer’s invoice for the item cost. We cannot accept sale invoices for your claim.
How do I book a collection?
On the left-hand side of the screen in your Caribou Portal, there is an option to ‘Request Collection’. Here you can select a day you wish to have your parcels collected. You have up until 11:00 AM on the day to get a same day collection.
What if I forget to book a collection?
You can request a collection through our customer service team. There is no guarantee but we will try our best to get you in for the day.