The courier marked 'shipper absent' but someone was there, why?

When a collection comes back as "shipper absent", it means the courier couldn't complete the pickup, and that can happen for a few reasons even when you were there waiting:

• The address has to be reachable. In places where buildings don't have apartment numbers, the contact name on your order needs to match the name on the intercom, or the driver has no way to reach you.
• If you're sending from a student residence, hotel, reception or office building, put that building's name in the Company Name field when you book. The courier treats it as a business collection, and without it the driver often can't find or get into the pickup point.
• If the building has a reception, the driver will leave it there and won't go further, since they can't enter a residential or office building without permission.

We guarantee one collection attempt. In some countries couriers make a second one, though we can't promise it. If your order has already been cancelled, the next step is to book a new pickup with Rebook Collection, or to submit a Refund Request, both in the My Orders section.