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Returns Help - Parcel Collection FAQs

The below has been created to support you with the new FedEx parcel returns process. If you have any further questions, please use Live Chat to speak to a colleague who will be happy to help.

What is the new parcel returns process?

You can initiate a parcel return as normal, through our website or by speaking to a colleague in our Customer Engagement Centre.

Once a parcel return has been requested, you will receive an email from Arco within the hour confirming your request, with a set of instructions on how to print the label(s) and schedule a collection from FedEx.

You will then receive an email approximately 30 minutes later from FedEx with further details.

Please remember, until you have arranged the collection on the FedEx website, the return will not be collected.

Once the returned items have been collected by FedEx, in approximately seven working days you will receive a confirmation that a credit has been applied to your account or payment card.

What do I need to do once I receive the 'Confirmation from FedEx Email/Online Label' email?
  1. Click the 'print label' link and print the label(s) off and attach to the parcel(s)
  2. Within the same FedEx email, click the ‘schedule a pickup’ link which directs you to the FedEx webpage, which you will need to fill out and submit
  3. Once submitted, FedEx will collect the parcel the following business day between 12:00-18:00 Monday-Friday
What is the tracking number field?

When scheduling the pickup or tracking a return on the FedEx website, one of the required fields is called 'Tracking Number'. This is where you should input the 12-digit label ID number which can be found on the printed label.

Which label ID needs to be entered into the tracking number field if there is more than one?

If an '84' return consists of multiple parcels, each will have a unique label ID. In this case, all the label IDs are linked so entering any one into the label ID field will work.

What should I do if the label link has expired?

Once you have received the FedEx email, the link to print the labels is valid for 30 calendar days, after which the link will expire. If this happens, please use Live Chat to speak to an advisor who will reissue the collection, generating a new email from FedEx against the same '84' return number.

How do I reprint a label?

If it has been less than 5 calendar days since initially printing out the label, locate the original FedEx email relating to the return in question using the '84' number to identify. Click onto the 'print your label' link and you will be presented with a webpage allowing you to reprint the label(s).

If it has been more than 5 calendar days since initially printing out the label, please use Live Chat to speak to an advisor who will reissue the collection, generating a new email from FedEx against the same ‘84’ return number. The new FedEx email will allow you to access the label link to print out the new label(s). Please make sure any old labels already printed out and applied to the package, are completely covered by the new label to ensure all goods are received back to Arco and processed correctly.

Please remember that you will need to schedule the collection using one of the new label IDs.

What do I do if there are not enough labels for the number of parcels I need to return?

Please use Live Chat to speak to an advisor who will reissue the collection for the correct number of parcels, generating a new email from FedEx against the same '84' return number.

The new FedEx email will allow you to access the label link with the correct number of labels to print out. Please make sure any old labels already printed out and applied to the package, are completely covered by the new label to ensure all goods are received back to Arco and processed correctly.

Please remember that you will need to schedule the collection using one of the new label IDs.

The carrier have refused collection due to the parcels not having labels on. Why has this happened and what do I need to do now?

FedEx will only take the parcels from the collection point if all the packages have the relevant label(s) attached. If a parcel doesn't have the label ID attached, they will refuse collection as they are unable to scan the ID to advise all packages have been taken from the premises.

Refer to 'What to do if there are not enough labels for the number of parcels I need to return?' to explain how to obtain enough labels and proceed with the collection.

What happens if the 'Ship Date' is changed in the label print page?

Changing the date has no effect on the return journey and it can be ignored. You can only influence the date FedEx will collect by scheduling the collection the day before you require the parcel(s) collecting (Monday-Friday 12:00-18:00).

How do I know which FedEx email relates to which Arco return?

In the shipment summary section of the FedEx email, the '84' return number is shown next to 'Item Description'.

What to do if I cannot locate the FedEx email?

Please check your spam folder and if you still cannot find it, please use Live Chat to speak to an advisor with your '84' reference to hand. Ask the advisor to check which email address it has been sent to and rectify if needed. Arco will reissue the collection and you will receive a new FedEx email against the same '84' return number, which will allow you to proceed with printing the label(s) and proceed with scheduling the collection.

When will the parcel(s) be collected?

After submitting the collection request using the 'Schedule a pickup' page on the FedEx website, FedEx will attempt collection the following working day between 12:00-18:00, Monday-Friday.

Can a specific collection date be selected?

It is not possible to schedule a future date for collection. However, as a return will be collected the following business day after scheduling the return, it is possible to delay scheduling the return until the day before the required collection date.

Can a specific collection time be selected?

Due to the variability of FedEx pickup routes on a given day, it is not possible choose a pickup time. FedEx will collect any time between 12:00-18:00, Monday-Friday.

How long after receiving the FedEx email can the collection be scheduled?

The labels need to be printed within 30 calendar days of receipt of the FedEx email. However once printed, there is no time limit within which a return needs to be scheduled.

How do I reschedule or reissue a collection?

Do you have your label(s) already applied to your parcel(s), or you can print or reprint the label(s) off to apply?

Yes - Use the FedEx website and re-enter the collection details using one of the label IDs on the parcel(s) waiting for collection. Alternatively if the parcel is not easily accessible, locate the original FedEx email connected to the '84' return, click into the ‘print your label’ link which will show you the label IDs. After submitting the collection request within the FedEx website, FedEx will attempt collection the following working day between 12:00-18:00, Monday-Friday.

No - Use Live Chat to speak to an advisor who will reissue the collection, generating a new email from FedEx against the same '84' return number, which will allow you to access the label link to print the label(s) out and continue with scheduling the collection in.

What do I do if I don't have an email address or a computer?

Please provide the email of a friend or colleague who is able to receive the FedEx email and who can print the label(s) and arrange collection on your behalf.

If this is not possible, please go to store finder to find your nearest retail store, who will accept your items back in accordance with Arco’s returns policy.

What do I do if I don't have access to a printer?

Please forward the FedEx email to a friend or colleague who can print the label(s) off for you.

If this is not possible, please go to store finder to find your nearest retail store, who will accept your items back in accordance with Arco’s returns policy.

Do I need a clear pouch to place the label(s) in?

Ideally, but if this is not possible please make sure the labels are securely attached.

What should I do if the collection requires cancelling after the return has been scheduled with FedEx?

Unfortunately the scheduled collection will not be able to be altered once submitted. FedEx will still attempt the collection, but you are not obliged to give the carrier the parcel(s) being returned.

What should I do if the collection address needs changing after the return has been scheduled in with FedEx?

Unfortunately the scheduled collection will not be able to be altered once submitted. FedEx will still attempt the collection, but you are not obliged to give the carrier the parcel(s) being returned.

You can reschedule the collection address at any time by clicking back into the FedEx schedule a pickup website and re-entering the correct collection details using one of the label IDs on the parcel waiting for collection. Alternatively if the parcel is not easily accessible, locate the original FedEx email connected to the '84' return, click into the 'print your label' link which will display the label IDs.

How do I check on the status of a collection?

Visit FedEx and enter one of your label IDs into the tracking number tab and select track. This will show you the status of the collection.

Alternatively you can use Live Chat to speak to an advisor who will be able to check the status of your collection using the '84' return number.

What should I do if "Oops... something went wrong. Please check input fields" appears when using the FedEx website to schedule the collection in?

Go through the fields and make sure no special characters are in any of the fields and if they are, remove them and try again (i.e. () / . & ""). Another factor code be the postal code having a space, please remove and try again.

If you are still experiencing the same error message, it is likely to be due to the cookies and browser history on your computer. Clear your cookies/browser history and then try again.

If you need further help with returning your parcel(s):



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