Help Centre

Question 1

How do I track my parcel?

Accepted Answer

Visit twyft.im/tracking and enter your booking reference. You'll need to verify with your postcode to see the full delivery address and proof of delivery photo.

Question 2

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

Accepted Answer

Tracking updates can occasionally be delayed by a few hours, especially during busy periods. If there's been no update for more than 24 hours on an IOM delivery, or 48 hours on an IOM–UK delivery, please raise a claim using our Missing Parcel form.

Question 3

What does each tracking status mean?

Accepted Answer

Booked: your booking is confirmed. Collected: we've picked up your parcel. In Transit: your parcel is on its way. Out for Delivery: your parcel is with the driver today. Delivered: your parcel has been delivered — check the proof of delivery photo for confirmation.

Question 4

What time will my parcel be delivered?

Accepted Answer

IOM deliveries are made between 8am and 6pm, Monday to Saturday. You'll receive an email when your parcel is out for delivery. For IOM–UK deliveries, delivery windows are set by our UK carrier network.

Question 5

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

Accepted Answer

For IOM deliveries, our driver will attempt to leave the parcel in a safe place or with a neighbour. If that's not possible, we'll leave a card and attempt redelivery the next working day. For IOM–UK deliveries, the UK carrier will follow their standard missed delivery process.

Question 6

Can I change my delivery address after booking?

Accepted Answer

Address changes can be made before your parcel is collected. Please contact us as soon as possible via the Help Centre. Once a parcel is in transit, address changes may not be possible or may incur a fee.

Question 7

What's the cut-off time for next-day IOM delivery?

Accepted Answer

Book before 3pm for next working day collection and delivery. Bookings made after 3pm will be collected and delivered the following working day.

Question 8

Can I book without an account?

Accepted Answer

Yes — you can book as a guest using a card payment. You'll receive a confirmation email with links to print your label, view your invoice, and track your parcel. Creating an account lets you save addresses, view booking history, and access saved payment methods.

Question 9

How do I get my parcel label?

Accepted Answer

Your confirmation email contains a "Print Label" link. You can also find it in your account under My Bookings. Labels can be printed on A4 or in compact format. If you're dropping off, bring the label printed or on your phone.

Question 10

My parcel arrived damaged — what do I do?

Accepted Answer

Keep all original packaging and take photos of the damage and the box before opening further. Then raise a Damaged Parcel claim using our claims form. Standard cover is up to £50. We aim to respond within 1–2 business days.

Question 11

My parcel is missing — how long should I wait before claiming?

Accepted Answer

For IOM deliveries, wait 2 working days past the expected delivery date. For IOM–UK deliveries, wait 5 working days. If there's still no update, raise a Missing Parcel claim and we'll investigate.

Question 12

How much insurance is included?

Accepted Answer

Every Twyft parcel includes £50 of standard cover at no extra charge. This covers loss or damage up to £50 of the declared contents value. Higher-value items should be declared at booking — additional cover options are available for business accounts.

Question 13

How is my parcel price calculated?

Accepted Answer

Prices are based on the weight and dimensions of your parcel. Use the calculator on our homepage for an instant quote. All prices include VAT, tracking, proof of delivery, and £50 insurance.

Question 14

Are there any hidden charges?

Accepted Answer

No. The price shown at checkout is the price you pay. The only additional charge that may apply is a Remote Area Surcharge for certain UK postcodes on IOM–UK deliveries.

Question 15

Do you offer business rates?

Accepted Answer

Yes — business accounts benefit from volume pricing, scheduled collections, consolidated monthly invoicing, and e-commerce integrations. Contact us or visit our Business page to find out more.

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