If your parcel hasn't arrived yet?
During your stay with us, our team can accept parcels and mail deliveries on your behalf. All parcels are individually logged into our mailing system (Traizr), once successfully logged you will receive a notification that your parcel is ready to collect.
Remember: To double check you have provided your full given name and correct room number in the delivery address details.
Busy delivery times and larger urbanest communities
During peak periods (Valentines day, Black Friday Sales, Christmas, Bank Holidays) we can receive a large number of deliveries at once. This means there can sometimes be a short delay between receiving your parcel.
Following up with the delivery company
If your parcel hasn’t arrived after receiving confirmation from the delivery company. First check for updates with the sender or courier first. Delivery companies will often send you tracking details of your parcel.
Items can sometimes delivered to the wrong building or delayed in transit.
Check alerts from Traizr
Once your parcel has been logged in our mailing system, you’ll receive a notification email (sent to your registered urbanest email address) containing a QR code from Traizr.
Please bring this QR code and your valid form of ID to the reception desk or the designated post room, and a team member will help you locate and collect your parcel.
If You Believe Your Parcel Is Missing
To help us investigate, please either visit the reception desk with confirmation of your delivery or email [email protected] with the following:
Proof of order (order confirmation or order receipt)
Proof of delivery (screenshot from the courier/app that your parcel has been delivered)
Parcel details (e.g., “medium Amazon parcel”)
Name of the courier company (Amazon, Royal Mail, Evri, DPD, DHL, etc.)
Once received, the onsite team will look into it and update you as soon as possible.