Customer Help

Do you have a query about your ArrowXL delivery or collection? Our friendly Customer Experience teams are on hand to assist you as quickly as possible.

Customer Experience Opening Hours

Our agents are available throughout the day, seven days a week through a variety of methods and platforms to suit you.

Please include your unique tracking number, full address including postcode, the contact number associated with your delivery or collection, and details of why you are contacting ArrowXL. This ensures we can assist you as quickly as possible.


Our hours for phone and email are:

Monday to Friday - 7:00am to 6:00pm

Saturday - 7:00am to 4:30pm

Sunday - Social media and webchat ONLY


Our social media and webchat hours are:

Monday to Friday - 7:00am to 7:00pm

Saturday - 7:00am to 6:00pm

Sunday - 8:00am to 4:30pm


Webchat & WhatsApp

Start a Webchat

Click the chat icon at bottom-right


Start a WhatsApp Chat

Send a Message

Other Methods to Speak with our Customer Experience Agents


Use Facebook Messenger

Message Us

Speak With an Agent

Call Us

Email Customer Experience

Email Us

Frequently Asked Questions

How can I track my delivery or collection?

You can use our tracking facility on the day of your delivery or collection by visiting askAXL. Please make sure you have your postcode and tracking reference available.

If your order hasn’t been dispatched from your retailer, please contact them directly for more information.

Where do I find my tracking reference?

You may have received your tracking reference from your retailer. The reference is usually 10 to 13 digits long and can be a mixture of numbers and letters.

If you did not receive a tracking reference from your retailer, get in contact with us using one of our contact methods. You will need to pass our security checks when you contact us.

When is my delivery or collection date?

You can check the date you’ve booked by visiting askAXL and entering your details. You will then be shown the date you've booked.

If your order hasn’t been dispatched from your retailer, please contact them directly for more information.

I need to book my order back in for delivery or collection. How?

If you have a mobile number on your account, we will send you an SMS booking link and you can select a date.

If you have an email address on your account, we will email you a booking link and you can select a date.

If you have a landline number on your account, a member of the team will contact you to arrange a date.

Can I change the time slot that I’ve been allocated on the day?

We are unable to amend the time slot after it has been issued, however, we do have a few options available to help:

  1. Can you ask somebody else to be in? They will need to be a responsible adult (aged 18 or over) and have full access to the property.
  2. Would another day be better for you? If you are happy to wait a little longer, you can select a day when you will be available
  3. Pre-Call: Our delivery team will give you a call up to 30 minutes before they arrive at your property. Does this give you enough time to nip home if you aren’t far away?
Can I change the delivery address?

We are unable to change the address on your delivery. Please contact the retailer directly who will resolve this for you.

Can I change my contact telephone number?

You can contact us to amend your contact number by using one of our contact methods. It is important we have the right contact details we will use this to send you your two-hour delivery time slot. We will also call you 30 minutes before our delivery teams arrive or if there are any changes to your planned delivery.

Can my delivery be left in a safe place?

We are unable to leave your delivery in a safe place. All deliveries require digital signatures.

Can my delivery be given to a neighbour?

We are unable to deliver items to neighbours.

I live in Ireland, the Channel Islands or the Scottish Islands. Where is my order?

Once your order has been shipped from the mainland, we will contact you to arrange a convenient delivery date. Please be aware this can take up to 10 working days.

I don’t need my delivery or collection anymore, what do I do?

If you have already accepted delivery of the order, please contact your retailer to arrange a return.

If your order hasn’t yet been delivered, you can cancel by contacting your retailer.

If your order is scheduled for delivery or collection today, please let us know we no longer need to attend your property. This will help us contribute to reducing our carbon emissions.

You can contact us via any of the methods available.

I’m having an item collected, how should I prepare it?

Washing Machine

Disconnect from the electrical supply and disconnect from the water supply, we cannot collect if the washing machine is still connected.

Fridge / Freezer

Disconnect from the electrical supply, make sure the product is fully defrosted, and ensure the item is free from perishables.


Ensure the product is appropriately packaged (The same way the item was delivered) furniture needs to be fastened together with no loose parts and please ensure that the items are safe to carry with no sharp edges protruding through the packaging.


Ensure all bedding is removed from the bed.

Sports Equipment

Disconnect the product from the electrical supply, dismantle the product, and ensure the product is appropriately packaged (The same way the item was delivered).

I cannot find the answer to my question here so I need to speak to someone!

We are always on hand to help and you can contact us using any of the methods we have provided on this page.