How to arrange a pickup from the warehouse

Place a Third-party pick-up order for the package, then wait for our Ready to collect email before you, another person or your carrier come to the warehouse. You need the package in the warehouse with its contents declared, enough balance for the total, and the service activated for your account.

Activate the service (first time only)

1. Sign in to your account at Sign in and open Packages & Shipments.
2. Click the ID of a package that is in the warehouse, for example #1234A.
3. Open the Special request tab.
4. On the Third-party pick-up tile, click Activate.
5. If the tile said Activation requires identity verification., the online identity verification with our verification provider Didit opens. Complete it. We also email you the link.

• Third-party pick-up has been activated. You're done. Activation covers your whole account.
• Identity verification in progress. Click Continue verification to finish it. Finish it soon: the link expires, usually after two days. When the verification is approved, the service is activated automatically. If the link has expired, click Activate again.
• Feature not activated. Contact us for more details. or Activation is currently not available. Contact us for more details. You can't activate it yourself. Contact us.
• No Activate button and no message: this package is locked by another request. Open a different package.

Activating can turn off PayPal top-ups for your account. See Can I collect my package in person or with my own carrier?

Place the pick-up order

1. In Packages & Shipments, click the ID of the package to be collected.
2. Open the Special request tab.
3. Click Third-party pick-up. The total price for this package is shown next to the name.
4. Under Describe your request (Third-party pick-up), write who will collect the package and when, at least approximately: your own name, the full name of the person you send, or the carrier with its booking number. The description must be at least 20 characters long.
5. To have documents printed and attached to the package, such as your carrier's label or an invoice, click Choose file under Attach a file (hold CTRL to select multiple files) and select them.
6. Check the Cost breakdown and click Place pick-up order.

If Third-party pick-up is not a link, the tile tells you why:

• Please fill in the content description before placing this pick-up order. Declare the contents first. See How to declare package contents.
• Your balance is too low to place this pick-up order. Please top up your account and try again. Click Top up. See How to top up balance.
• Active next to the name: a pick-up order for this package is already open.
• No message: the package is locked by another request, such as a dispatch request or a consolidation.

If you use your own carrier, book the collection with the carrier yourself, for a working day after the package is Ready to collect. For what to enter on the booking, see How to fill in carrier paperwork for a third-party pickup.

What happens next

• You see Pick-up order placed. We will notify you when the package is ready for collection. The total is deducted from your balance.
• The pick-up order is also the dispatch request. The package status changes to Shipment request and the package is locked. You don't request dispatch separately.
• The order appears in the History table on the Special request tab as Third-party pick-up (SR#…) with the status In progress.
• Staff prepare the package like any dispatch request. See Processing times explained. When it's ready, its status changes to Ready to collect, and we email you Package #… status changed.
• Only then send your carrier or the person collecting, or come yourself. Whoever collects shows an ID and signs for the package.
• After the handover, the package status changes to Shipped and the request to Finished.

To add details or documents later, click open next to the request in the History table, write your message, attach any files and click Continue. To cancel before the package is collected, contact us. For the fees and what a cancellation refunds, see Can I collect my package in person or with my own carrier?