Question 1

How do I track my parcel?

Accepted Answer

Enter your 16-digit Twyft booking reference on the Track a Parcel page to see the latest updates. Protected delivery information, such as the full delivery address and proof of delivery, requires delivery-postcode verification.

Question 2

My tracking hasn’t updated — what should I do?

Accepted Answer

Tracking updates appear as your parcel reaches the next confirmed point in its journey, so there may be time between updates. If an expected update hasn’t appeared or something doesn’t look right, contact Twyft and we’ll check the journey for you.

Question 3

What time will my parcel be delivered?

Accepted Answer

For Isle of Man deliveries, we’ll let you know your expected delivery window once your parcel is scheduled onto that day’s route. For UK deliveries, we’ll keep you updated through Twyft as your parcel progresses towards delivery.

Question 4

What happens if I’m not in when delivery is attempted?

Accepted Answer

If we can’t complete your delivery, we’ll update the parcel journey and let you know what happens next. Depending on the delivery and the available options, this may include another delivery attempt or an alternative delivery arrangement.

Question 5

Can I change my delivery address after booking?

Accepted Answer

If you need to change a delivery address, contact Twyft as soon as possible. Whether we can make the change will depend on where the parcel is in its journey and whether the new delivery instruction can still be safely and operationally accepted. We’ll confirm the available options with you.

Question 6

When will my Isle of Man parcel be collected or delivered?

Accepted Answer

If you book a collection by midnight, we’ll collect your parcel on the next working day. If you drop your parcel at the Twyft depot, it will be delivered on the next working day, subject to the applicable depot cut-off.

Question 7

Can I book without an account?

Accepted Answer

Yes. You can book and pay by card without creating an account. We’ll send your booking confirmation and tracking details by email. Creating an account also lets you manage your bookings, save addresses and access other account features.

Question 8

How do I get my parcel label?

Accepted Answer

Your booking confirmation provides access to your parcel label. If you have an account, you can also find the label with the relevant booking in your account.

Question 9

My parcel arrived damaged — what do I do?

Accepted Answer

Keep the parcel, its contents and all original packaging, and take clear photos of the damage and packaging. Then submit a damaged-parcel claim through Twyft with your booking reference and supporting evidence. We’ll review the claim and let you know what happens next.

Question 10

My parcel hasn’t arrived — what should I do?

Accepted Answer

If your parcel hasn’t arrived when expected, check its latest tracking updates first. If something doesn’t look right, contact Twyft and we’ll investigate the journey. If the parcel may be lost, we’ll explain the next steps and how to make a claim where appropriate.

Question 11

How is my parcel price calculated?

Accepted Answer

Your price depends on where you’re sending your parcel, the service you choose, and its weight and dimensions. Enter your shipment details to get the price that applies before you book.

Question 12

Are there any hidden charges?

Accepted Answer

No. We’ll show you the price for your shipment before you confirm your booking.

Question 13

Do you offer business rates?

Accepted Answer

Yes. Twyft Business Accounts can include pricing tailored to the services and shipping profile your business needs, alongside additional business features. Tell us about how you send and we’ll work out the right account setup with you.

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