What delivery options are there ?
We currently aim to despatch all orders within 5 working days. At busy times please allow up to 10 working days.
We currently use three carriers:
Standard size parcels are delivered by DPD
Oversized parcels are delivered by APC (also known as G-Force).
Pallets are delivered by Palletways (also known as KRL).
DPD deliver between 8am and 6pm from Monday until Sunday. Although we request deliveries within business working hours, we are unable to guarantee this.
APC (G-Force) deliver between 8am and 5pm from Monday until Saturday.
Palletways deliveries are between 9am and 5pm and you can request the day of delivery directly.
Deliveries to Northern Ireland – Please be aware that we are only accepting orders up to a maximum charge of £135, before VAT. Orders above £135 will not be accepted at checkout.
We do not deliver to the Republic of Ireland.
For further details, please visit our delivery information page.
How can I track my order?
You can check the status of your order at any time by logging in and clicking on Account, scrolling down to My Orders and checking the Status of your order.
Delivery tracking details will appear a few hours after the order status has changed to Despatched.
Click ok Track My Order to view these. See image 1. When the status changes to dispatched, you will automatically receive notification as well.

If the order has been despatched but no information is available yet, via Track Your Order, then the parcels or pallets have been picked up from our warehouse but are still waiting to be scanned by the chosen delivery company. Please note that these details will appear after 5pm on a webpage provided by nShift.
For orders with multiple parcels/pallets, you can track these individually by clicking on Status on the nShift page. See Image 2.

For parcels that are being delivered by DPD, we strongly advise you to download the free DPD App, available from Apple and Android app stores, if you haven’t done so already. You will receive notification 30 minutes prior to arrival, you can pinpoint your location on the map, upload a photo of the premises to help the DPD driver locate you easily, add your “leave at safe place” location and amend the date of delivery if required.
Can I choose a new delivery address when I place an order?
Yes, you can add a different shipping address during the checkout process. Please note that you may receive an automated email to verify the reason why the order is not going to your organisation’s registered address.
If the name of the organisation you are arranging to deliver to is different to your own, for example you want to send the items directly to a local school, then please ensure the receiving organisation’s name is included in the first line of the ‘Street address‘ field.
If you no longer want to share products with this other organisation or they register with us in their own right, then please email us at info@inkinddirect.org to disable this shipping address
Can I change my delivery address after placing an order?
You can change the delivery address but please read the notes below about when charges will apply.
Always email us at info@inkinddirect.org, with high importance, confirming your order number and new delivery address. Follow this up with a telephone call to the Customer Support team on 0300 302 0200. During busy periods we receive large volumes of emails, so a phone call will help us action your email promptly.
If your order status is showing as Order Placed, Awaiting Payment or Sent To Warehouse:
You can amend the address and there are no charges for this.
If your order status is showing as Dispatched and you have received an email to confirm dispatch:
You can amend the address but there may be an additional charge which will vary depending on location, delivery service and will also increase the more parcels/pallets you have ordered.
For orders being delivered via DPD: DPD will always send notifications to the email address submitted on the order, as well as the mobile number if one has been provided. Please note that DPD is unable to send notifications to landlines and therefore we ask you to ensure a mobile number is stated whenever possible. Although DPD provides an estimated time of arrival, please do not hold them to these exact times as drivers can get delayed by traffic which will affect their schedule.
What if my items were not delivered?
Please read the notes below if an attempt is made to deliver items, but the delivery fails (for example premises are closed and no special instructions have been given, or items are turned away).
DPD are only required to attempt one delivery and if this fails, the parcel/s may be reconsigned back to us or be taken to a local pick up shop. The local pick up shop can refuse delivery of multiple parcels, oversize parcels or they have reached their capacity.
If the parcels are refused by the pick up shop and are reconsigned back to us. We do not refund for failed deliveries. Any further attempts to deliver will be charged at cost. This is because we make a charge for our service which includes delivery to you at your chosen address.
If the delivery attempt by APC (G-Force) fails, APC will send an email notification as well as a notification to a mobile number if provided and issue a calling card with their local depot’s contact details. It is your responsibility to contact the local depot directly to re-arrange the delivery. If you cannot find the calling card then call us on 0300 302 0200.
Please note that if APC do not receive any communication, parcel/s may be reconsigned back to us. We do not refund for failed deliveries. Any further attempts to deliver will be charged at cost. This is because we make a charge for our service which includes delivery to you at your chosen address.
With Palletways you get to book in the delivery on a day that suits you. Palletways will wait on-site for 15 minutes, then pull away if they still cannot deliver in that time. We do not refund for failed deliveries. Any further attempts to deliver will be charged at cost. This is because we make a charge for our service which includes delivery to you at your chosen address.