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About Home Collections

The Returns Support Centre offers you the option to have your item collected, rather than you having to post it.

For more information see Organise a Collection.

General Packaging Guidance

It's not possible to complete the collection if the item isn't sufficiently packaged. Please use the Amazon.co.uk cardboard box and the manufacturer's original packaging to return the item(s). Please choose a box that is the correct size, include cushioning to protect the item, seal the box securely and remove any labels if you are reusing packaging.

Amazon Logistics Collections

Amazon Logistics will collect the item(s) you'd like to return up to 9:00 pm for residential addresses and 5.00 pm for commercial addresses on the next business day, as long as:

  • Each item weighs less than 25kg.
  • Each item is smaller than 120cm x 60cm x 60cm with a maximum circumference of 360cm.
  • An adult is available at the collection address. Amazon Logistics won't accept packages left in safe locations. If your collection address is non-residential or an apartment complex, your package will need to be left at a reception area.

Note: It is not possible to request a specific collection time if your return is with Amazon Logistics.

If you miss a collection, you’ll need to initiate your return again and reschedule your collection.

Arrow XL Pick-ups

Arrow XL handles the pick-up of Heavy or Bulky item(s) purchased from Amazon.co.uk. If you need to return a Heavy or Bulky item, visit the Returns Support Centre where you can select a Scheduled Pick-up date, if your delivery address is located in an eligible postcode. If you’re pick-up address isn’t in an eligible area, you can still organize a return through our Returns Support Centre.

Our Returns Support Centre will guide you through our full return policy and assist you with detailed instructions on how to return your item.

Pick-ups by Arrow XL are made between 7:00 am and 7:00 pm, Monday to Saturday. Arrow XL will send you an e-mail and/or an SMS message, using the contact information you provide, the day before they arrive to provide you with a 2-hour pick-up window. Pick-ups will be made as long as:

  • Each item weighs less than 140kg.
  • Each item is smaller than 2.6 cubic meters and no longer than 3m.
  • An adult is present to allow access to the property and organise the return.

There’s no need for you to print a returns label, as Arrow XL will bring it with them when they arrive to pick-up your item. Pick-ups can be made at both non-residential and residential properties.

DPD Collections

If your collection is with DPD, they'll collect the item(s) you'd like to return between 9:00 am and 6.00 pm on the scheduled day, as long as:

  • Each item weighs less than 31 kg.
  • Each item is smaller than 100 cm x 70 cm x 60 cm.
  • You’re there to sign confirming that you’ve handed the parcel over. DPD won't accept packages left in safe locations. If your collection address is non-residential or an apartment complex, your package will need to be left at a reception area.

Note: On the day of collection DPD will give you at least 2 hours’ notice by e-mail, using the contact information you provide, to advise you of the 1-hour time-slot for your collection.

If you miss a collection, DPD will leave a card with a phone number that you can ring to re-schedule it. You'll have 24-hours to re-schedule a collection. If you want to reschedule the collection before the allotted time, you can do so by replying to the e-mail DPD have sent to you.

Hermes Collections

Hermes will collect the item(s) you'd like to return between 8:00 am and 8.00 pm on the next business day, as long as:

  • The total items being returned weigh less than 17kg.
  • The total items being returned are smaller than 155cm x 265cm with a maximum circumference of 275cm.
  • An adult is available at the collection address. Hermes won't accept packages left in safe locations. If your collection address is non-residential or an apartment complex, your package will need to be left at a reception area.

Note: It's not possible to request a specific collection time if your return is with Hermes.

If you miss a collection, Hermes will re-attempt twice to collect the item, each time leaving a card so you can directly schedule a pick up with them. If the collection fails after this, you'll need to initiate your return again and reschedule your collection.

It's not possible to complete the collection if the item isn't sufficiently packaged. Please use the Amazon.co.uk cardboard box and the manufacturer's original packaging to return the item(s). You'll need to affix a pre-paid label to the outside of your return package which you'll be able to print from the Returns Support Centre.

You’ll be able to track the return through the Returns Support Centre. You can also use the Track My package link from the Your Orders page. Please note that both links lead to same tracking page.

We’ll e-mail you when we’ve received the return and when you’ve been refunded. For more information, go to About Refunds.

If you have any problems, you can also contact us and we’ll book a new collection for you.

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