Collect Plus tracking

What is Collect Plus?

CollectPlus, stylised commercially as Collect+, is a UK-based parcel pick-up and drop-off network that allows consumers to send, return, and collect parcels through a network of retail stores spread across the United Kingdom. Unlike traditional end-to-end courier services, CollectPlus does not handle the transportation leg of a shipment itself. The company acts as the physical entry and exit point of the parcel journey, with partner carriers responsible for moving parcels between depots and completing home deliveries. Store locations span newsagents, convenience stores, petrol stations, supermarkets, student unions, transport hubs, and hospitals, and the majority of sites operate seven days a week with extended opening hours.

The company was established in 2009 as a 50:50 joint venture between PayPoint, a payments network operator, and Yodel, then operating under the name HDNL. PayPoint contributed its existing retail partner network, already processing payments at thousands of convenience stores across the UK, while Yodel provided the logistics framework for parcel transportation. The consumer-facing parcel service formally launched in February 2011, giving members of the public the ability to purchase postage online, print a label, and drop their parcel at a local store for delivery to any UK address. CollectPlus holds the distinction of being the first business to offer third-party Click and Collect in the UK and received early industry recognition at logistics sector awards that same year.

Growth in the years following launch was rapid. CollectPlus delivered its 10 millionth parcel in November 2012, at which point the network was processing seven million parcels per year. By November 2013, the 20 millionth parcel had passed through the system, with weekly throughput exceeding 250,000 parcels. The 100 millionth cumulative parcel was processed on 13 September 2017 at a store in Widnes. In April 2020, PayPoint acquired Yodel's remaining 50% stake in the brand for $6 million, becoming the sole owner and repositioning CollectPlus as a carrier-agnostic network open to multiple logistics partners at once. Major carriers including FedEx, DHL, and Amazon joined the network in 2019.

As of September 2025, the Collect+ network comprises 14,274 store locations across the United Kingdom, making it the largest parcel shop network in the country. International Distribution Services, the parent company of Royal Mail, acquired a 49% equity stake in CollectPlus for $43.9 million, valuing the overall business at approximately $90 million, with the remaining 51% retained by PayPoint. This transaction triggered a progressive rebranding exercise in which around 8,000 Collect+ convenience stores are being relabelled as Royal Mail Shop locations. More than 24,000 customers collect parcels from Collect+ locations daily, and the network processes approximately 20 million deliveries per year through its store locations.

• Founded: 2009, as a 50:50 joint venture between PayPoint and Yodel, with the consumer parcel service formally launching in February 2011
• Headquarters: Liverpool, United Kingdom
• Ownership: PayPoint (51%) and International Distribution Services, the parent company of Royal Mail (49%, stake acquired September 2025)
• Network size: 14,274 store locations across the United Kingdom as of September 2025
• Urban coverage: 94% of the UK urban population lives within one mile of a Collect+ store
• Rural coverage: 90% of the UK rural population lives within five miles of a Collect+ store
• Annual throughput: Approximately 20 million deliveries per year processed through the store network
• 100 millionth parcel: Processed on 13 September 2017 at a store in Widnes, despatched by retailer Very
• IDS acquisition: 49% stake purchased for $43.9 million, implying a total business valuation of approximately $90 million

The Royal Mail investment marks a significant shift in the network's strategic direction. By converting Collect+ stores into Royal Mail Shop locations and introducing over-the-counter postal services at participating sites, the business is broadening its retail parcel proposition while retaining its multi-carrier model for existing network partners such as Yodel and DHL. In 2024, the network experienced operational disruption following InPost's acquisition of Yodel, as the resulting business integration temporarily affected parcel collection frequencies at some stores and reduced volumes across parts of the network. PayPoint described the disruption as largely resolved by the end of 2024, with volume recovery expected through the following peak trading period.

Which countries does Collect Plus deliver to?

CollectPlus operates exclusively within the United Kingdom for its domestic parcel network. The service does not operate a direct carrier service across national borders under its own infrastructure, though an international outbound option is available through third-party booking platforms for parcels originating in the UK. The domestic network covers all of mainland Great Britain, including England Scotland and Wales, as well as Northern Ireland the Scottish Islands, the Isle of Man, and the Isle of Wight. Standard delivery timelines apply to the majority of UK addresses, though certain remote regions require additional transit time above the stated service windows.

For deliveries to or from Northern Ireland the Isle of Man, and the Isle of Wight, one extra working day should be allowed on top of the Standard or Economy service time. For the Scottish Islands, customers should allow up to five additional working days. These additions reflect the logistical constraints of serving locations that depend on ferry connections or have restricted transport links rather than standard mainland road delivery infrastructure. The additional days apply equally to inbound and outbound shipments for each of these regions.

• Mainland Great Britain: Full coverage of England Scotland and Wales under standard delivery timelines
• Northern Ireland: Covered, with one additional working day required on top of stated service times
• Isle of Man: Covered, with one additional working day required on top of stated service times
• Isle of Wight: Covered, with one additional working day required on top of stated service times
• Scottish Islands: Covered, with up to five additional working days required on top of stated service times
• International outbound: Available for parcels originating in the UK via a separate service, with Landmark handling the cross-border transport leg and an estimated delivery window of 8 to 13 days

Every Collect+ location carries external signage on the building facade as well as branding at the checkout area, which allows customers to identify participating stores on arrival. A store finder function, accessible through the CollectPlus website and the PayPoint store locator, lets customers search by postcode to find their nearest Collect+ or Royal Mail Shop location, with options to filter for stores offering specific services. A key indicator of the network's density is that 94% of the UK's urban population lives within one mile of a Collect+ store, and 90% of the rural population lives within five miles, figures that reflect the scale of PayPoint's pre-existing retail footprint across the country.

What are the Collect Plus services and delivery times?

CollectPlus structures its parcel offering around three core service categories. The Send service allows individuals to ship parcels to a UK home, business, or Collect+ store address. Click and Collect allows customers to have online orders delivered directly to a Collect+ location for pickup at a time that suits them. The Returns service partners with retailers to give customers a drop-off mechanism for sending purchased items back without arranging a home collection. Each category operates through the same physical network of retail drop-off points but serves a distinct purpose for the sender or recipient.

Within the Send service, two speed tiers are offered. The Standard option delivers within two working days of the day after the parcel is dropped at a store, making it appropriate for time-sensitive domestic shipments. The Economy option operates over a three to five working day window, with most deliveries completed within 72 hours of drop-off, though this is not a guaranteed timeframe. Both tiers are available as Signed For, which requires the recipient to be present at delivery, or as Non-Signed For, which allows the carrier to leave the parcel in a safe place if no one is home. All home deliveries through the network take place between 7am and 9pm, Monday to Friday, and timed delivery slots are not available.

The Click and Collect service involves more than 90 retail partners, including ASOS, Wiggle, River Island and John Lewis. When a customer selects a Collect+ location at checkout on a partner retailer's website, they receive an email or SMS notification once the parcel arrives at the store, together with a collection code. The recipient presents this code and a form of identification at the store counter to collect the parcel. Parcels are held for 10 calendar days from the date of the arrival scan, with reminder notifications sent to the customer at day three and day seven. Parcels not collected within 10 days are returned to the original sender.

The Returns service partners with more than 350 online retailers. Customers use a pre-paid label supplied by the retailer, attach it to the parcel, and drop it at any Collect+ location, receiving a receipt on departure. Return parcels are typically delivered back to the retailer within three to five working days. A Store to Store option is also available at Economy rates, routing a parcel between two Collect+ locations rather than to a home or business address.

• Standard Send: Two working days from the day after drop-off, available as Signed For or Non-Signed For
• Economy Send: Three to five working days, with most deliveries within 72 hours of drop-off, available as Signed For or Non-Signed For
• Store to Store: Available at Economy rates, routing parcels between two Collect+ store locations rather than to a residential address
• Click and Collect: Delivery to a chosen Collect+ store for customer pickup, with parcels held for 10 calendar days and reminder notifications at day three and seven
• Returns: Three to five working days to the retailer, using a pre-paid returns label provided by the retailer
• Remote area additions: One extra working day for Northern Ireland Isle of Man, and Isle of Wight; up to five extra working days for the Scottish Islands

What are the Collect Plus rates and maximum dimensions accepted?

CollectPlus sets weight and dimension limits that apply uniformly across both the Standard and Economy domestic service tiers. The maximum weight accepted per parcel is 10 kilograms, and the maximum dimensions are 60 centimetres by 50 centimetres by 50 centimetres. Parcels that exceed either the weight or the dimension limits are not accepted at Collect+ drop-off locations. These restrictions apply regardless of the service tier selected and to both residential and store-to-store shipments.

Pricing for domestic shipments is set through the CollectPlus booking platform or through third-party comparison and booking services. Third-party platforms sometimes offer discounts of over 25% compared to the standard rate available through the main booking channel, making them worth checking for customers handling regular parcel volumes. The Economy tier is the lower-cost domestic option. Both tiers allow customers to add optional compensation cover at the time of booking to protect higher-value items beyond the standard included compensation level. For international shipments booked through certain platforms, parcel protection of up to $10,000 is available, considerably above the standard domestic limit.

• Maximum domestic weight: 10 kg per parcel, applying to both Standard and Economy tiers
• Maximum domestic dimensions: 60 cm x 50 cm x 50 cm
• Maximum international weight: 10 kg per parcel
• Maximum international length: 65 cm
• Booking channels: Direct through the CollectPlus booking platform, or via third-party services where discounts exceeding 25% on the standard rate are sometimes available
• Optional cover: Additional compensation insurance purchasable at booking, with international parcel protection available up to $10,000 through certain platforms

What are the Collect Plus delivery options?

For outbound domestic shipments, customers purchase a label online, print it at home or at participating in-store printing facilities, attach it to the parcel, and drop it at any Collect+ location during the store's opening hours. A receipt containing a tracking number is issued at the point of drop-off. For returns, the process follows the same steps, except that the label is supplied by the retailer rather than purchased by the customer. Retail partners joining the Collect+ network are provided with the StoreScan app and a self-adhesive label printer, which allows store staff to scan and process incoming and outgoing parcels at the counter.

For Click and Collect orders, the parcel arrives at the chosen store and the recipient is notified by email or SMS with a unique collection code. The customer then visits the store during its opening hours, presents the collection code and proof of identity at the counter, and collects the parcel. For home deliveries arranged through the Send service, carriers make up to three delivery attempts at the recipient's address. If all three attempts are unsuccessful, the parcel is either returned to the sender or held at the local carrier depot, depending on the policy of the carrier handling that particular shipment.

• Drop-off for sending: Customer prints a label purchased online and deposits the parcel at any Collect+ location, receiving a receipt with a tracking number on drop-off
• Drop-off for returns: Customer attaches a retailer-provided pre-paid label and deposits the parcel at any Collect+ location, receiving a receipt on departure
• Click and Collect pickup: Customer presents a collection code received by email or SMS, along with identification, at the store counter to retrieve a waiting parcel
• Home delivery: Carriers make up to three attempts at the recipient's address between 7am and 9pm, Monday to Friday, with no timed delivery slots available
• SMS notifications: Customers can opt in to receive status updates by SMS at key stages of transit, including collection reminders for Click and Collect orders
• Store technology: Collect+ retail partners are issued the StoreScan app and a label printer for counter-based parcel processing

What should I do if my Collect Plus parcel is lost or damaged?

CollectPlus includes a standard compensation level of up to $50 for parcels that are lost or damaged during transit, provided no additional cover was purchased at the time of booking. For items of higher value, customers can purchase enhanced insurance when creating their booking. For international shipments booked through certain third-party platforms, parcel protection of up to $10,000 is available at the time of purchase, significantly above the standard domestic limit.

To file a claim, customers use the Help section of the CollectPlus website and select the option for a missing parcel. CollectPlus will carry out an investigation into the shipment's whereabouts. If the parcel cannot be located, a claim form is sent to the customer. The completed form must be returned within 28 days of the last recorded tracking update. The claims team acknowledges receipt of completed forms within 24 hours and targets processing within 21 days. Proof of the value of the parcel's contents is required for any lost parcel claim.

CollectPlus maintains two categories of items it will not carry. The first covers goods it refuses to accept under any circumstances, including gases, pyrotechnics, arms and ammunition, and materials that are corrosive, toxic, flammable, explosive, oxidising, or radioactive. The second covers items not accepted without a specific written agreement, including works of art, musical instruments, ceramics, deeds, passports and other identity documents, stamps, money, prescribed drugs, precious metals, livestock, glass, foodstuffs, and plants. Additional specific restrictions cover batteries and battery-containing items, wooden items for shipment to the United States, all liquids including cosmetics such as mascara and shower gel, and flammable goods such as perfume, nail varnish, paint, and adhesives. Neither category is covered by compensation in the event of a claim.

• Standard compensation: Up to $50 for lost or damaged parcels, included as standard with every booking
• Enhanced cover: Additional insurance purchasable at booking for higher-value domestic shipments
• International parcel protection: Up to $10,000 available when booking international shipments through certain third-party platforms
• Claim initiation: Via the Help section of the CollectPlus website, selecting the missing parcel option
• Claim form deadline: The completed form must be returned within 28 days of the last tracking update
• Processing time: The claims team acknowledges receipt within 24 hours and targets resolution within 21 days
• Customer support phone: 01923 601615, or +44 1923 601616 for callers outside the United Kingdom
• Third-party resolution: Independent complaints handling available through the Resolver platform for unresolved cases

Customer reviews for CollectPlus on Trustpilot reflect a mixed experience. Positive feedback consistently highlights the convenience of the store network, extended opening hours compared to traditional post offices, and the straightforward nature of the drop-off process. Negative reviews frequently reference delays in resolving claims, difficulty reaching the customer service team, and cases where parcels were reported lost with no proactive communication from the operator.

Does Collect Plus handle international shipments and customs formalities?

CollectPlus offers an outbound international shipping service for parcels originating in the United Kingdom, available through third-party booking platforms. The service follows a three-stage chain. The customer drops the parcel at any designated Collect+ drop-off location in the UK, after which the parcel is collected by a courier and taken to a local depot for sorting. From that point, Landmark, a specialist international parcel carrier, handles the cross-border transport from the UK to the destination country. Once the shipment clears customs at the destination, a local last-mile carrier takes over for final delivery to the recipient's address.

The expected delivery window for international shipments is 8 to 13 days from drop-off. Parcel specifications for the international service differ slightly from the domestic limits. The maximum weight remains 10 kilograms, but the maximum permitted length is 65 centimetres rather than the dimensional cap that applies to domestic shipments. As with all cross-border shipments, customs clearance at the destination country can add time beyond the standard delivery estimate, and delays at this stage are outside the control of CollectPlus or Landmark. Customers are responsible for confirming that their shipment complies with CollectPlus prohibited items rules and with the import regulations of the destination country before drop-off.

• Service availability: Outbound from the United Kingdom only, booked through third-party platforms
• Carrier chain: CollectPlus handles the drop-off stage, Landmark manages the cross-border transport leg, and a local carrier completes final delivery to the recipient
• Expected delivery window: 8 to 13 days from drop-off at a Collect+ store
• Maximum weight: 10 kg per parcel
• Maximum length: 65 cm
• Parcel protection: Up to $10,000 available when booked through certain third-party platforms
• Tracking: Included for international shipments, though continuity of updates may depend on the capabilities of the final-mile carrier in the destination country
• Customs responsibility: The sender is responsible for compliance with destination country import regulations and with CollectPlus prohibited items restrictions

Understanding tracking statuses

CollectPlus includes full parcel tracking as a standard feature with every booking. The tracking system is not real-time; it updates each time the parcel is physically scanned at a facility or onto a delivery vehicle during its journey through the network. Pauses between scan events are normal and do not in themselves indicate a problem with the shipment. If no new tracking update has appeared within 48 hours of the previous scan, CollectPlus advises customers to contact its support team. The tracking number is printed on the receipt issued at store drop-off and is also included in the booking confirmation email.

CollectPlus tracking numbers vary in format and length, ranging from 7 to 19 characters. Valid formats include short alphanumeric codes of 7 characters, mid-length combinations of letters and numbers running to 13 or 16 characters, longer formats of 17 to 19 characters, and 12-digit all-numeric codes. When tracking a parcel, the tracking number can be entered into the relevant tool on the CollectPlus website or through a third-party tracking service. The system displays the current status and where available, an estimated delivery date and time window for the shipment.