There Was an Access Issue With My Delivery

If there was a problem accessing your property on the day of delivery, we know that can be frustrating. This guide explains what an access issue might mean, why it can affect delivery, and how to let us know if your order could not be delivered as planned.

What is an access issue?

An access issue is any problem that makes it difficult or unsafe to complete the delivery at the property.

This could include things like:

• limited access to the building

• narrow hallways, staircases or doorways

• parking restrictions

• access problems for larger delivery vehicles

• anything else that prevents the item from being delivered safely

For larger items such as beds and mattresses, enough access space is important to help make sure delivery can be completed without damage to the product or the property.

Why can access issues affect delivery?

If the delivery team cannot safely reach the property or get the item into the home, they may not be able to complete the delivery on that visit.

This is not always something customers can predict in advance, but if there is a known access concern, it is always helpful to let us know as early as possible.

What should I do if there was an access problem?

If your order could not be delivered because of an access issue, please let us know using our Support Form.

To help us review the problem, include:

• your full name

• your order number

• the delivery address

• the date delivery was due

• a clear explanation of the access issue

If possible, it can also help to include any useful details about stairs, entrances, restricted access or anything else that may have affected the delivery.

How do I report an access issue?

Our Support Form is the best place to report delivery access problems, including cases where the courier could not complete the delivery.

Providing as much information as possible can help us understand what happened and what the next step may be.

Looking for a different type of support?

You may also find these guides helpful:

• There Was a Problem With My Delivery or Order

• My Delivery Didn’t Turn Up

• Why Wasn’t My Order Delivered?

• I Received the Wrong Product, Size or Colour

• There Is Another Issue With My Order

Need help with an access issue?

Use our Support Form if there was an access problem with your delivery and you need support from our team.