Need Help?

If you are unsure of any aspect of the P2P courier service then here are some of the most frequently asked questions that should help answer many of your queries.


To track your parcel, enter your tracking number into our tracking tool on the ONETRAK website (Click Here). Your tracking number will be on your confirmation email.

The label that you download, print and fix to your parcel will be addressed to our Sorting Centre in Basildon. Once the parcel arrives at our Sorting Centre the barcode will be scanned and this will produce a label with the destination address and the recipient. These will be the details that you have entered when you placed your order and paid for the service. This label will be fixed to your parcel by our team in Basildon. Where appropriate our system will also produce the required customs documentation which will also be fixed to your parcel. All of the shipping information that you entered when you created your parcel is electronically attached to the barcode and parcel number.

As an online shipper you will find the parcel number in the order archive and in the confirmation of order in your mailbox.

With international parcels the delivery time depends on the country of destination. You will find tracking information about your parcel on our tracking page. In our service guide, our specific country guides give details of the expected number of days it takes to ship parcels, they are not guaranteed services and on occasions parcels may arrive sooner and/or later than these timeframes.

Size restrictions vary by service, details of which are included in our service guide on the ONETRAK website. For more detailed information on international destinations please view our Country Guides (Click Here).

It is important that your parcel is packaged correctly to help keep it safe, guidelines for packaging items are contained in our service guide on the ONETRAK website.

For tips and advice on sending parcels internationally with ONETRAK please see our service guide.

If you have an error printing your labels, there is a reprint option beside the address within a shipment on the shipment history page. Your label is also sent as a printable PDF in your confirmation email, you can re-print your label from this email. Please note that your label will be addressed to our Distribution Centre in Basildon, it will be routed to your destination address by our sorting process.

This is usually due to incorrect printer settings. Each label should print at A6 (10.5cm × 14.8cm) size on the paper. If the printed labels are smaller than this, it is usually because your printer scaling down the labels due to being is set to print Portrait rather than Landscape.

Printer settings can vary widely between different computer, printers and even different versions of Acrobat Reader.

For added convenience you can drop off at over 7,000 Collect+ locations around the country. Simply check for your most convenient branch when you create your shipment or check locations at

Parcel size is measured by the longest side ( length ), by their width and by their height to give three figures of measurement. For example, 30cm x 20cm x 20cm. Parcel weight is the total weight of the parcel, including packaging, in grams and kilograms. For example 2.73kgs.

Size and weight restrictions vary by service and destination. For more details view the specific country guide in our service guide.

There are a number of types of goods that are not permitted to be sent internationally through the ONETRAK service, they include:

  • Perishable foods
  • Weapons/explosives/munitions
  • Liquids/Liquid Cosmetics
  • Perfumes/Aftershave
  • Aerosols
  • Paints
  • Breakables
  • Animals/animal parts/livestock and insects
  • Baby Milk (to China Only)
  • Biological Samples
  • Dangerous Goods
  • Firearms including replicas and imitations
  • Fire Extinguishers
  • Hazardous Goods
  • Human Remains
  • Infectious substances
  • Lighter fluid and Matches
  • Cosmetics & Make Up
  • Bullion
  • Credit/Debit cards
Further details on prohibited and restricted goods can be found in our service guide.

Unfortunately, unforeseen circumstances outside of our control can cause deliveries to be delayed. The most common reasons for deliveries to be delayed are problems at customs when sending parcels internationally including incorrect paperwork, incorrect information or lack of information. Weather such as heavy snowfall and flooding can also impact on delivery times. Parcels being incorrectly packaged can result in delays or damages. Please take a look at our packaging guidelines in the service guide for advice and tips. If a parcel has been under declared in weight or in size this can also result in unnecessary delays and/ or the return of the parcel at an extra cost which will be beyond our control. To see if your package has been delayed please check its progress on our tracking page by entering your tracking number or reference number in the ‘Track your parcel’ box. For more information regarding delayed deliveries please see our terms and conditions.

Our parcel tracking function enables you to follow the progress of your parcel at any time. If the status of your parcel remains unchanged for a long period of time, or if it is not delivered within the times indicated in our service guide, you are welcome to contact us.

You Can Submit a claim using our claim form here.

Many queries can be answered on our FAQs page. We offer plenty of ways for you to get in touch, you can contact our customer service team by telephone, email or livechat. Our customer service teams endeavour to get back to you within 24 working hours, but if your query is sent out of hours, we’ll respond during opening hours.

Customer Service opening hours:

Monday to Friday - 9.00am to 5.00pm ( London GMT/BST )
Saturday and Sunday - Closed

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