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HDNL Delivery Problem FAQs

HDNL offers a track able service to our customers for Free Super Saver, First Class and Prime delivery methods. Deliveries are made Monday to Friday between 7.am. and 21:00 pm. In most cases the parcel will require a signature, however if HDNL is instructed they will leave the parcel in a safe place. It is recommended that you include a phone number that you can be contacted on, as part of your delivery address. This will ensure that if there is any issue with the delivery, the Carrier will be able to contact you.


Where's my stuff?

You can track your package on HDNL's website by clicking on the following link: http://www.myhdnl.co.uk; You will need to enter your 13 or 16 digit tracking number, which can be found in the "Your Account" section on our Website.

What if I am not home to receive my delivery?

If the package is arriving on a day that nobody is at home you can reschedule a delivery for a day that is suitable for you, or you can redirect the parcel to an an alternative address (for example work address, other family members address) To reschedule please visit HDNL's website with the tracking information provided in the "Your Account" section: http://www.myhdnl.co.uk

If you would like to redirect the parcel please let HDNL know the new address by contacting them on their Customer Service number: 0044 (0) 871 977 0800

How do I reschedule delivery?

To reschedule please visit HDNL's website with the tracking information provided in the "Your Account" section. http://www.myhdnl.co.uk 


Alternatively if you have received a card from HDNL you can reschedule a delivery over the phone on 0044(0)8719770800

Can I redirect my package?

You can redirect your order as long as the new address is in the same catchment area of HDNLs.
The new address details can be given to HDNL Customer Service, on which instance they will be able to inform you if the package can be redirected or not.

Can I collect my package?

It is possible to pick up your parcel from the local Depot. If you are planning to collect your parcel from the local HDNL depot please inform them 24h in advance so they can find your package and get it ready by the time you get there. HDNL customer service can be reached on:0044(0) 8719770800.

My tracking shows it was delivered but I haven't received my package?

If you are not at home, HDNL drivers are authorised to leave your package with a neighbour two doors either side or directly across the road from you.  Please view the tracking on HDNL's website as it might indicate which neighbour they left the package with. In this case we would ask that you check with your neighbour. If your neighbour does not have the package, please contact us.

My package arrived damaged/there was a missing item.

Please check that there is no damage to the outer packaging. If there is damage to the other packaging please either refuse delivery or sign for the package as damaged. If an item has arrived damaged, please visit the Amazon.co.uk Returns Support Centre where you can arrange for a return/replacement of your order.

Link to Returns Support Centre

If there is an item missing, please contact us

I no longer need my order.

If you wish to cancel your order prior to arriving, please inform HDNL so they can return to Amazon for a full refund. You may also refuse the package at arrival of the order and it will be returned to the sender and a refund will be issued to your payment card. If you would like to return your order after you have received it, you may return it for a refund and we ask you to visit our Returns Centre to create your personalized returns label.

I want to contact the carrier.

To get in touch with HDNL you may phone their Customer Service team on the following number: 0044(0)8719770800
If you wish to visit their website to track your order, reschedule delivery please click on the following link: http://www.myhdnl.co.uk

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