I didn’t receive my collection code / PIN

What is a collection code?

If your parcel is delivered to a locker or a pickup point, you need a collection code (also called a PIN) to open the locker door or collect your parcel at the counter. Without it, the parcel cannot be released to you.

Where does the code come from?

The collection code is sent to you by the courier – not by Vendora.

Vendora never receives or stores your collection code, which means our support team cannot look it up or resend it for you. If the code hasn’t arrived, the courier is the one who can help.

Vendora will send you a separate notification telling you your parcel is ready to collect. That notification is not the code itself.

When does the code arrive?

Only once your parcel has actually reached the locker or pickup point and its status changes to ready for pickup. If your parcel is still in transit, the code has not been sent yet – this is normal, and there is nothing to fix.

Check your parcel’s status any time, through the order timeline in “My transactions”

I haven’t received my code – what should I check?

1. Your SMS messages. Most couriers send the code by SMS. Check your inbox, including any spam or filtered folder on your phone.

2. Your email, including the spam/junk folder. Some couriers send the code by email instead of, or as well as, SMS.

3. Viber and other messaging apps. Some couriers send notifications through Viber/Whats app rather than standard SMS.

4. The phone number and email on your order. If either is wrong or out of date, the code went somewhere you can’t see it. Contact customer support to assist you.

5. Your parcel’s status. Confirm it says ready for pickup. If not, the code simply hasn’t been sent yet.

6. Your phone signal. If your phone was off or without signal, an SMS may not have been delivered.