When a delivery to your home or business address fails (for example, if you weren't available or access wasn't possible), your parcel may be redirected to a Hubbed location — such as a convenience store or newsagency — so you can collect it at your convenience.

If you cannot collect your parcel from the Hubbed store (for instance, due to wrong ID, distance issues, or store error), here’s what you need to do:

📝 Immediate Steps for the Recipient

1. Contact the Retailer (Sender) Directly

Reach out to the retailer or company you ordered from.
Provide:
- Your Order Number (not the GoPeople job number)
- A clear explanation of why you are unable to collect the parcel (e.g., ID mismatch, location too far, store unable to find parcel).

✅ Only the retailer can organise next steps such as resending or providing alternative collection options.

🔔 GoPeople cannot redirect, hold longer, or intervene once the parcel is at a Hubbed location. The retailer is responsible for the next action.

2. Explain Your Situation Clearly to the Retailer

When you contact the retailer, make sure to include:

Why you couldn't collect the parcel
Whether you visited the Hubbed store
Any feedback you received from the Hubbed store staff

This will help them to handle the situation quickly.

3. Possible Outcomes After Contacting the Retailer

Depending on the retailer’s policy, they may:

Solution	What Happens
Arrange Reshipment	The retailer may send a new parcel to your address.
Offer Alternative Pickup Options	The retailer may offer another nearby location or delivery method if possible.

🚦 Important Reminders

Hubbed locations require photo ID that matches the name on the parcel.
Holding time is usually 7–10 days — if the parcel is not collected, it will be returned to the retailer automatically.
GoPeople has no ability to change pickup instructions or intervene once the parcel is with Hubbed.

All requests must go through your retailer.

🛡️ How to Prevent Issues Next Time