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Modification of my order

Where does Paack deliver in the UK?

Paack is ever-expanding so watch this space for scheduled time-slot and carbon net zero delivery opportunities coming to you soon! 

Paack currently operates throughout Greater London, but will be landing in other large cities across the UK shortly.

There has been a problem with my delivery address on the first attempt

There might be a typo or another issue preventing us from being able to locate your address. 

Please check the tracking page where you may have the option to review this and manually update it.

If the option to update your address has not been enabled by your retailer, you can contact the retailer or Paack directly, confirming the correct address. 

Can I change my delivery date / timeslot?

We are sorry, but we currently do not offer the possibility to change your delivery date or your delivery timeslot.

After you have placed your order, depending on the region of the delivery, we may offer you the option to select your delivery timeslot. Once you select a delivery timeslot for your order through Paack, it cannot be modified. If the delivery timeslot selection is not possible for your order, we will inform you about the time that the delivery will take place.

I no longer want to receive my parcel

If you wish for your parcel to be returned to the retailer, we would advise for you to communicate this request to the retailer as soon as possible. 

Please be advised that if your parcel is scheduled to be delivered shortly, your request may not be received in time. In this case, you also have the option of rejecting the delivery when the driver arrives.

Can I change my delivery address?

After you have placed your order, you will be able to change your delivery address by contacting Paack and getting your specific case evaluated by our team. Even so, some sellers do not permit us as the carrier to modify customer addresses. Even if permissible, changes to your delivery address may sometimes not be possible due to operational conditions, for example, when the order has already been dispatched and is on course for delivery.

If your order is already on course for delivery and you need to add extra information to your delivery address, please contact our support team to do so. If there has been a failed delivery attempt by one of our drivers attributed to an incorrect customer address, you will be notified by Paack asking you to update your delivery address before another attempt is made.

In accordance with Article 13 of the Regulation (EU) 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and Article 11 of Spanish Organic Law 3/2018 on the Protection of Personal Data and the guarantee of digital rights, we inform you that your personal data will be incorporated into the information systems belonging to PAACK LOGISTICS IBERIA, S.L.U for the purpose of responding to your enquiries and requests. The legal basis for its processing is your express consent. In addition, we inform you that companies within the PAACK Group and the necessary third parties may receive your data in order to provide the services. At any time, you can exercise your rights of access, rectification, deletion, limitation, portability or opposition to the processing of your data, and make a complaint if you believe that PAACK LOGISTICS IBERIA, S.L.U. is processing your personal data inappropriately, by sending a written communication to the address Vía Augusta, n.º 17, Principal, 08006 Barcelona, or via the email address gdpr@paack.co. For more information about the processing of your personal data, please see our Privacy Policy. (*)