Frequently Asked Questions

 

When will my parcel(s) be delivered?

If you are expecting a delivery from City Link you can Track your Parcel(s) online once you have a City Link consignment number or Customer reference number from your supplier.
Please note our next day deliveries are made any time between 07:30 and 17:30, unfortunately we are unable to provide more specific ETA's.

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What is a Consignment Number or Customer Reference Number?

Each collection booked with City Link is given a number for identification purposes and we call this the Consignment number. Your supplier will also often allocate a reference number to your parcel(s) and this is known as the Customer reference number. You can use either the consignment number or Customer reference number to Track your Parcel

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Can I arrange to have my parcel(s) delivered to a different address?

We receive the delivery address from our Customers, your supplier. If you wish to change the delivery address then you will need to contact your supplier to see if this is possible. If your supplier agrees to change the delivery address then they will inform us of the change and we will act accordingly.

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Can I arrange to have my parcel(s) delivered on a Saturday?

A Saturday delivery service must be specified by the sender. If you would like to arrange a Saturday delivery, please contact your supplier, who will then advise us of any changes to their original delivery instructions.

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Can I reschedule the delivery of my parcel(s)?

If we attempt delivery on a day that you are not available we will automatically try again the next working day (excluding Saturdays). If you wish to receive your delivery on a different day please call us on the telephone number on the bottom of the card left by our driver or Track Your Parcel

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Can I arrange to have my parcel(s) redelivered?

We always attempt to deliver your parcel(s) twice.

If we are unsuccessful on the first attempt then we will automatically try again on the next working day (excluding Saturdays). If you wish to receive your delivery on a different day please call us on the number on the bottom of the card left by our driver or Track Your Parcel

If we have attempted to deliver your parcel(s) on two separate occasions then it will be necessary for you to collect your parcel(s) from our Depot.

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My parcel(s) has not arrived as expected, what do I do?

If you have a City Link consignment number or supplier provided Customer reference number please Track your Parcel for more information alternatively please Contact Us

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Can I arrange to collect my parcel(s) from you?

Yes you can arrange to collect your parcel(s) from your local Depot. For more information and to find the location of your local depot Track your Parcel(s).

If you are collecting your parcel(s) from your local Depot please bring the card left by our driver together with two of the items from the list below:

  • Recent utility bill
  • Driving Licence
  • Passport
  • Bank Statement

Wherever possible please bring at least one form of photo ID.

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I have received a card telling me that I have missed a delivery, what do I do now?

If you have been left a card by one of our drivers please read the instructions on the card. If it is the first delivery attempt our driver will automatically try and redeliver the next working day (excluding Saturdays). If this is the second card you have received then it will be necessary for you to collect your parcel(s) from your local depot. For more information and to find the location of your local depot Track your Parcel(s)

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What proof of Identification do I need to collect my parcel?

Please bring the card left by our driver together with two of the items from the list below:

  • Recent utility bill
  • Driving Licence
  • Passport
  • Bank Statement

Wherever possible please bring at least one form of photo ID.

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Where is my local City Link Depot?

If you need to collect your parcel(s) from your local depot please Track your Parcel online where you will find the depot address, contact details and driving directions, or refer to the card left by our driver. For all of our depot and office addresses please visit Our Locations.

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What are your depot opening hours?

Our Parcel Collection Points at most of our depots are open Monday to Friday from 08.00 to 20.00 and 08.00 to 12.00noon on a Saturday for more details visit Our Locations

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How long will you keep my parcel before returning it to sender?

We keep all parcel(s) for 5 working days after attempting delivery before returning the goods to sender.

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My delivery has some parcel(s) missing what do I do?

Please contact your supplier and provide them with the details of the missing items. Your supplier will then determine the next course of action.

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My parcel(s) is damaged what do I do?

Please contact your supplier and provide them with details of the damage. Your supplier will then provide you with a solution and take up the matter with City Link.

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How do I make a complaint /provide you with feedback on your service / tell you about the great service I have received?

If you have a query or complaint or would like to provide us with details of your delivery experience please Contact Us

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I do not have a City Link account so can I send a parcel with you?

For all of our services you will need to have a City Link account before we can start trading. If you are interested in setting up an account, please visit Become a Customer.

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How can I get a quote for your services?

If you are interested in City Link and its services please provide us with your contact details using the enquiry form in Become a Customer and one of our team will call you to arrange a meeting to discuss your distribution needs.

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What packaging options do you provide?

Please refer to our Packaging section for more information on City Link Packaging.

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How should I pack my parcel(s)?

For advice on how to package goods please refer to our Packaging Advice section.

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Are there any goods that you cannot carry?

Please refer to our Dangerous Goods and Hazardous Materials section for more information on what we do and do not carry.

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What IT solutions do you offer to help me with my despatch process?

City Link offers a range of on-line, stand alone and integrated systems to assist with your despatch process. Please ensure that your local City Link account team are aware of your requirements enabling us to arrange for a member of our dedicated Customer Solutions team to contact you.

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What are your Terms & Conditions?

Please view our Terms & Conditions for more information.

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Are my consignments insured?

Customers should refer to their Terms and Conditions or contact their local account contact for more information.

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How do I get a Proof of Delivery (POD)?

If you are receiving a parcel you can obtain a POD on Track Your Parcel

If you are the sender of the goods and require a hard copy POD please refer to your account holding depot.

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What management information/reporting tools do you provide?

We provide on line tools to assist you with reporting. Please request this functionality through your Account Team.

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Do you have any job vacancies?

You will find details of any job vacancies in Careers.

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How can I make a comment about your service?

If you have a query or complaint or would like to provide us with details of your delivery experience or other comment about our service or people please Contact Us.

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How do I become a Customer?

At City Link we provide all of our Customers with an account. If you are interested in setting up an account with City Link please provide us with your contact details using Become a Customer and we will contact you to arrange a meeting to discuss your distribution requirements.

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Why do I have to become a Customer?

At City Link all of our Customers are set up with an account enabling us to offer:

  • Rates dependent on the size, frequency and weight of their freight
  • Weekly detailed invoices
  • Off the shelf or bespoke IT solutions to suit your needs

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How soon can I start sending goods with City Link?

As soon as we have set up your account then we will be able to arrange collection and delivery of your goods.

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