For food clients - couriers will no longer return the package if a customer is absent to the pick-up location. Instead, they will leave the package in a safe space at the drop-off location.
What is considered a “safe space” at the drop-off location?
A safe space nearby the drop-off location should be sheltered from bad weather conditions and easy for the customer to spot. It would be ideal to leave the package as close to the customer’s door as possible. Safe spaces can include but are not limited to:
Outside house door/ flat building
With a neighbour
Inside the building reception
On front/back porch/window sill
Next to the lift
What will the courier do if the customer is absent?
Below are some important steps that couriers will follow before leaving a package in a safe space and moving on to a new delivery:
Check the comments section in the app for any additional information.
Attempt to call the customer at least 3 times via the app
If the customer is reachable, confirm their address. If it is different from the order details, contact Support for further instructions.
If the customer is not reachable, contact Customer Support