Frequently Asked Questions

If you are unable to sign for this delivery, please contact our customer care team to arrange a parcel to be delivered to a safe delivery location or if you would like this parcel to be brought back to the depot until you are available to sign for this, we can arrange this with the depot.

Please reach out to the Customer Care Team regarding arranging a redelivery and an agent will contact the depot to request redelivery with the driver for a date and time that will suit you. You can reach our customer service team using the support function on our website fastway.ie.

Please reach out to the Customer Care Team regarding arranging a redelivery and an agent will contact the depot to request redelivery with the driver for a date and time that will suit you. You can reach our customer service team using the support function on our website fastway.ie

If you wish to pick up your parcel from the depot, please contact the customer service team using the support function on our website fastway.ie and a member of our team will reach out directly to the depot to confirm a depot collection.

If you wish to arrange a redelivery, we can guarantee a delivery between 8am to 6pm Monday to Friday as our couriers have a set timetable for their route.

If your parcel has no tracking events found, please contact your supplier as your parcel may have not been dispatched from the company you purchased from and arrived at the Fastway Network.

To track your parcel, simply click here to track your parcel. This will bring up parcel updates for your parcel journey.

We cannot track multiple label numbers at a time. You will need to input the tracking number into the tracking system to access the relevant information you require.

When you encounter the status “Additional Information” while tracking your parcel, it indicates that we require further details from you. Typically, this entails confirming your phone number and full address, including the Eircode.

To provide this information:

1. Contact Us: Click on the support button to reach out to our team and provide the necessary updates.
2. Update Process: Once we receive your updated details, we’ll promptly update your address or phone number in our system.
3. Delivery Resumption: Your parcel will then be scheduled for delivery within the next 24 to 48 hours.

This process ensures smooth and accurate delivery of your parcel.

If you wish to change the delivery address of a parcel, you have two options:

1. Contact Us: Click on the support button to reach out to our team and provide the necessary updates.
2. Contact Retailer: Reach out to your retailer and request them to liaise with us on your behalf for the address modification.

In the unfortunate event that your parcel arrives damaged, please follow these guidelines:

E-commerce Customers: If you’re an E-commerce customer, promptly notify your Supplier of any damage within 24 hours of receiving the parcel, if it has been signed for or collected from a Parcel Connect store. Claims for damage must be reported to your Supplier within this timeframe to ensure proper handling.

For Senders: If you’re the sender of the parcel, you must also notify Fastway within 24 hours of delivery or collection from a Parcel Connect store if the parcel has been signed for. Claims for damage must be reported to Fastway within this timeframe.

Safe Delivery or Parcel Connect Store: If the parcel has been left in a Safe Delivery location or delivered to a Parcel Connect store, please notify us of any damage within 14 days of the delivery date.

For assistance with damaged parcels, please contact our customer care support via the support button located at the bottom left of our website.

Certain types of goods are excluded from our limited liability coverage. These items include livestock, second-hand car parts, perishables such as flowers or plants, cash, jewellery, cigarettes, or tobacco products, as well as irreplaceable or highly valuable items.
For a comprehensive list, please refer to our Conditions of Carriage.

The liability of the Carrier in respect of proved loss of the matters specified under condition 6.1 shall be limited to a maximum amount of twenty five euros (€25) for Consignors in the Republic of Ireland and Fifty pounds (£50) for Consignors in Northern Ireland for deliveries to anywhere on the island of Ireland.

To initiate a claim process:

Track Your Parcel: Enter your Fastway label number into our online parcel tracker for the latest updates.

Contact our Customer Care Team via the Support Button: Reach out to our team via the Support Button Feature on our website for any inquiries regarding missing parcels. Our support staff will provide you with the necessary Claim Form.

Notification: Notify our customer care team within 24 hours of any damage if the parcel has been signed for or collected from a Parcel Connect store. Claims submitted beyond this timeframe may be declined. If the parcel was left in a Safe Delivery location or delivered to a Parcel Connect store, report any damage within 14 days of the delivery date.

Required Evidence: When making a claim, you’ll need to provide two forms of evidence:

Cost Price: Submit the cost price of the goods, such as a copy of the supplier invoice.
Type of Goods: Note that certain items, like glass or jewellery, may not be covered by our insurance. Refer to our Conditions of Carriage for a full list.

You can return a parcel through our Parcel Connect service. For more information, please click here.

If the retailer’s name is not on the list for returns, you can use our Parcel Connect ‘Send’’ service to return the parcel.

Please note that retailers give us a 14 working day guideline to receive and process any returns.

If you have not received your refund within that timeframe, please contact the retailer directly as we have no visibility of the parcel once it leaves our hub.

1. Create your return online
2. Take your parcel to your chosen drop off location.
3. Your local shop will print off your return label.
4. Track your return all the way to getting your refund.

Should you purchase items from a retailer in the United Kingdom, excluding Northern Ireland, for delivery to an address within the Republic of Ireland, any applicable customs charges will be your responsibility. These charges may be collected at checkout by the retailer or prior to the release of your package for delivery.

Yes! Our service is fully tracked, you’ll receive your number by email after you drop it to your chosen location.

Please use the ‘drop off locations’ on our website to find the nearest location, or click the link here.

Yes! Our return service is paperless, all you need is your phone to show the QR code at your drop off location.

Please use the ‘drop off locations’ and look for the label-less stores (highlighted in green) on our website to find the nearest location, or click the link here.

Your retailer will process your refund after we deliver your return back to them.

How to Become a Fastway Customer

Fastway revolutionises courier services with our unique approach. Our Courier Franchisees offer cost-effective, reliable courier solutions, supported by cutting-edge technology and online parcel tracking facilities. Whether you’re an individual consumer, a small to medium-sized business, or an international e-tailer, Fastway is your ideal choice.

Experience the benefits of our prepaid courier label system, providing savings and simplicity without extra paperwork or add-on charges. For medium to high volume senders, we offer an electronic freight system.

Ready to get started? Simply fill out our contact form, and one of our representatives will assist you with your requirements: https://www.fastway.ie/next-day-nationwide-deliveries-form/

What is a Courier Franchisee?

At Fastway, our courier services are operated by independent business owners known as Courier Franchisees. These individuals are dedicated entrepreneurs who have invested in the Fastway brand and are committed to delivering your parcels promptly and securely.
Being a Courier Franchisee with Fastway means more than just delivering packages; it entails a deep-seated responsibility to provide exceptional service. With a vested interest in the success of their business, our Franchisees prioritise efficiency and customer satisfaction.
Moreover, our Courier Franchisees possess specialised local knowledge, allowing them to navigate your area with precision and deliver your parcels with the utmost care and speed.
In essence, franchising with Fastway empowers skilled professionals to deliver excellence in courier services while leveraging their expertise and local insights to ensure a seamless experience for our valued customers.

Exploring Franchise Opportunities with Fastway

Fastway presents select opportunities for individuals interested in owning and operating courier franchises. If you’re considering joining our network of dedicated entrepreneurs, we encourage you to explore the franchising section of our website for detailed information.
To begin your journey towards becoming a Fastway Franchisee, simply visit our Courier Franchise Opportunities and complete the form provided. We’ll be delighted to provide you with all the necessary details and guide you through the process of potentially owning a Fastway courier franchise.