Help center

Our instant delivery service aims to dispatch a driver as soon as possible within our service area. Actual delivery times depend on driver availability, distance, traffic and weather. If you need certainty, you can also book a scheduled delivery for a specific time window.

We currently serve Kingston upon Thames and the surrounding boroughs — including Richmond upon Thames, Twickenham, Teddington, Hampton, Surbiton, New Malden and Wimbledon. We're expanding to new areas regularly. If your postcode is outside our zone you'll see a clear message at booking.

Pricing is distance-banded and shown upfront before you pay: 0–1 mile £3.20, 1–3 miles £4.90, 3–6 miles £7.10, 6–8 miles £9.60. We measure the straight-line distance from your pickup to your drop-off. There are no hidden charges — what you see in the quote is what you pay.

Yes — every delivery is insured, but coverage depends on the product category and delivery type you select at booking. High-value or fragile items may require additional declarations. For full terms please refer to our policy or contact support before booking.

Yes. Once a driver is assigned, you'll get a live tracking page showing the driver's location on a map plus a status timeline (Confirmed → Driver assigned → Picked up → On the way → Delivered). Each status change pushes a notification to your account, and the map updates as the driver moves — no refresh required.

We accept all major credit and debit cards (Visa, Mastercard, American Express) through our secure Stripe payment gateway. Where available, Apple Pay and Google Pay are supported at checkout. Payment is taken at the time of booking and you'll receive a receipt by email.

Report any issues within 24 hours of delivery through your customer dashboard or by contacting support directly. We'll investigate with the driver, review the case under our insurance policy, and provide compensation accordingly. Keep any photos of the package and packaging — they help us resolve cases faster.

Yes — you can schedule deliveries up to 7 days in advance. Choose from morning (8 AM – 12 PM), afternoon (12 PM – 6 PM), or evening (6 PM – 10 PM) windows. A small £2.50 scheduling fee applies to lock in your preferred time slot.

We deliver most everyday parcels — documents, gifts, groceries, retail goods, and age-restricted items where the driver verifies ID at handover. We do not transport hazardous materials, illegal substances, firearms, live animals, or items above our published weight/size limits. The booking flow will warn you if your item category needs special handling.

If the driver hasn't picked up the package yet, contact support via WhatsApp or phone and we'll do our best to update the drop-off — fees may apply depending on the new distance. Once a parcel is in transit, address changes aren't possible for the driver's safety and route integrity.

Yes — business accounts include recurring pickup schedules, volume pricing, dedicated support and consolidated invoicing. Visit our business page or email hello@ecoquick.delivery and our team will set you up.