This page is about how delivery fee adjustments and how to request them.
On this page:
What adjustments can I request?
There are two types of adjustments you can request:
If your delivery takes you further than the initially stated distance, you are eligible to request an extra fee.
If you have to return a package for the following reasons, you are eligible to request an extra fee:
Always make sure the end customer accepts the package before marking it as delivered. Otherwise, Support can't issue a return delivery.
How do I request an adjustment?
You must submit a request to Support within 24 hours of delivery completion. Please email email@example.com with a clear explanation and the delivery number.
Include evidence with a screenshot:
Screenshots must show the delivery route given in the Stuart app, with both the pick-up point and drop-off point visible.
Screenshots should be taken from the pick-up location.
The distance needs to be more than 1.5 miles in London and more than 0.5 miles for the rest of UK.
ℹ️ Related articles: Earnings structure (UK Wide)
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