Asendia delivers millions of packets and parcels around the world and our level of reliability is very high. However, we appreciate that on the rare occasion things don’t go perfectly it can be very frustrating and we apologise for any inconvenience caused.
We do not handle the delivery of the parcel to your door or collection point.
We handle the first part of the delivery process; getting the parcel from the retailer's warehouse overseas to your country. Our local customs broker and delivery partner handles the rest within your country.
So although you may not have heard of Asendia, you will most likely know the delivery company bringing the parcel to your door or collection point.
Example of what we do
You live in the USA and place an order on a UK website.
Asendia collects parcels from the warehouse of the UK store, and organises the export from our Heathrow based distribution centre to the USA.
Parcels arrive in the USA and are processed through customs, and then handed to our partner USPS (United States Postal Service) who handle the delivery from there.
Try tracking your parcel first, it might be with you soon.
Track your parcel to see where it is. You might find it's near the end of its journey and decide there's no need to take any further action.
If tracking shows that your parcel is in the hands of the local delivery company that will be bringing it to your door or collection point you may be able to find out more information from them directly.
If there's an issue you should contact the seller.
In most instances you will need to contact the retailer you shopped with to raise your delivery query or complaint and find out how they can help you.
Where appropriate they will contact us to make a claim for a lost or damaged parcel.
No tracking number?
Not all parcels are tracked as some retailers choose untracked postal services to keep costs low. Postal services are still very reliable, but if you are unfortunately affected by a delay please contact the retailer to see how they can help you. They will request support from us on your behalf if required.
Contact the retailer that you shopped with to see how they can help you. If the retailer needs to raise a claim for damages they will do that with us directly.
Asendia works with leading local delivery companies to handle the delivery to you, and you should receive a calling card from them with instructions on what to do to rearrange delivery or organise a collection.
This is typically because customs authorities undertake random checks of goods to ensure customs paperwork is correct or for security reasons.
Of course if the condition of the goods has been affected you should contact the retailer that you shopped with to raise this.
Customs charges (duties, taxes and clearance fees) vary depending on the country of import, type of produce, value of goods, and duty-free thresholds.
A retailer should make it clear on their website if these charges need to be paid upon delivery by the shopper. The customs broker (typically the postal/courier company making the delivery) will contact the shopper to request payment before the parcel can be delivered, or may take payment upon delivery.
If you have a query about this please contact the retailer that you shopped with as soon as possible. Parcels will be returned if the fees are not paid swiftly.
