Frequently Asked Questions

What’s a consignment number?

A consignment number is the 7–digit tracking reference assigned to your parcel. It allows you to follow its journey and manage your delivery options through APC Choice.

Where can I find my consignment number?

You’ll usually find it on:

• The sender’s dispatch confirmation
• Your APC “Sorry we missed you” card
• Any email/text notification sent by APC or the retailer

What is my 2–hour time slot for?

APC provides a 2–hour estimated delivery window so you know roughly when your parcel will arrive. This will be either sent to you within a email/text notification, or will be shown within APC Choice when your consignment is out for delivery.

I‘ve chosen the wrong redelivery date — what can I do?

You can change this by contacting your local depot. Your local depot details can be found using the depot finder using the following link.

How can I opt into my parcel being left safe?

You can request a “leave safe” option through APC Choice if we have permission from the sender to do so. We are not permitted to leave any consignments without approval from the sender.

How many times can I reschedule my delivery?

Following your first attempt of delivery, you can reschedule once more. However, if you do not contact APC within three working days after a missed delivery, the parcel may be returned to the sender.

The tracking has stopped updating — what‘s happened?

Tracking may pause when:

• The parcel is in transit between depots
• It has not yet been scanned at the next location
• It is awaiting processing at your local depot
• The driver is experiencing issues with the scanner

What do I do if my parcel is damaged?

Contact your sender directly. They will advise next steps depending on the claim process.

How do I track my parcel?

Use APC Choice. Enter your 7–digit consignment number and delivery postcode to see live updates and manage delivery options.

Why isn‘t anything coming up when I try to track my parcel?

Common reasons include:

• The parcel has not yet been despatched by the sender
• The parcel has not yet been scanned into the network
• The consignment number was entered incorrectly

Try again later or confirm the number with the sender

How do I know when my parcel will arrive?

Tracking will show when your parcel is out for delivery and provide a 2 hour estimated time slot.

I missed my delivery — can the driver come back today?

No. If you miss your delivery, you must follow the instructions on the “ Sorry we missed you” card or use APC Choice to rearrange delivery or collection. Drivers cannot reattempt on the same day

How do I use APC Choice?

APC Choice allows you to:

• Reschedule you delivery
• Request collection from your local depot
• Choose to leave with a specified neighbour
• Choose a safe place
• Collect from a Parcelly location

You access it through the tracking page using your consignment number and postcode, APC Choice options will vary depending on the service the sender has selected and what permissions have been given.

I have a delivery to a business address — what are my options?

For business addresses, APC will attempt delivery from 8am. If you miss the delivery, you can:

• Rearrange delivery for another day
• Collect from your local depot
• Redirect to a Parcelly store (if the sender has provided an email address at the point of booking)

APC are not able to leave in a safe place or leave with a neighbour.

How do I get in contact with my local depot?

Use the Depot Finder on the APC website. Enter your postcode and it will show your depot’s contact details and opening hours.