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Pick-up FAQ
How to pick up a package
How to pick up a package
Updated over a week ago

How to collect a package from a client

This article is about how to collect packages after accepting a delivery.

On this page:

ℹ️ Related articles:


  1. After accepting a delivery, head straight to the pick-up address

  2. The order number is revealed when you or your substitute reach the pick-up location

  3. Introduce yourself as a Stuart courier and wait for the package(s)

  4. Apple packages need a Proof of Pick-up (POP) photo

  5. Place the package(s) securely in your bag and head to the customer

Getting to the pick-up address

Using the map on the Stuart app, head to the pick-up address using the route shown. If you or your substitute cannot find the address or the location is closed, contact Support.

When you or your substitute arrive, ensure to follow parking rules and leave your vehicle in a safe space, securing it with a lock if required.

Find order details

When you or your substitute arrive at the pick-up address, you can tap Access information to reveal the customer’s name and the package number. This informs us of what time you or your substitute started waiting at pick-up.

If you or your substitute are at the pick-up address but can’t tap Access information, start a chat with Support.

*This feature is being rolled out gradually across the UK, so order details may not be hidden when you arrive at pick-up.

Tap Access information to see order details.

Let staff know you or your substitute have arrived

Enter the pick-up premises and let staff know that you or your substitute have arrived to collect the package. You may have to wait a few minutes for the order to be ready for delivery.

Show staff the order number for your package. For McDonald’s orders, the reference number is the last 5 digits of the order number and will be shown on the screen.

Wait for packages to be ready

  • Follow staff instructions and wait in a designated waiting area if there is one.

  • Package not at pick-up? You or your substitute may be able to self cancel, read more here.

ℹ️ Related article: Waiting time earnings

Carefully place packages in your bag

ℹ️ If you or your substitute are doing an Apple delivery, you need to take a Proof of Pick-up (POP) photo before leaving.

  • Make sure packages are properly sealed and not broken

  • There may be more than one package, make sure you have all of these.

  • Carefully place the order into your thermal bag to make sure they don’t get damaged in transit

After you or your substitute have collected the order, tick the relevant order number and tap Complete the tasks.

Now you’re ready to head to the customer.

Package not at pick-up location

Please refer to our help centre article for queries when the package is not at the pick-up location:

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