---
title: Collection Issues and Alternative Returns (UK)
description: Booking a DHL collection for UK customers
---

[Skip to content](https://support-centre.regeneruslabs.com/booking-dhl-collections-uk-0#main-content)

<https://support-centre.regeneruslabs.com/kb-tickets/new?hsLang=en>

[![Regenerus Labs](https://support-centre.regeneruslabs.com/hubfs/Regenerus_Laboratories_KB/Images/Regenerus.svg)](https://www.regeneruslabs.me/)

- [Back to website](https://www.regeneruslabs.me/)
- [Submit a request](https://support-centre.regeneruslabs.com/kb-tickets/new)

Open main navigation

Close main navigation

- [Back to website](https://www.regeneruslabs.me/)
- [Submit a request](https://support-centre.regeneruslabs.com/kb-tickets/new)
- <https://support-centre.regeneruslabs.com/kb-tickets/new>

 Support Centre

- There are no suggestions because the search field is empty.

1. [Support Centre](https://support-centre.regeneruslabs.com/?hsLang=en)
2. [Samples & Shipping](https://support-centre.regeneruslabs.com/samples-shipping?hsLang=en)
3. [UK Shipping](https://support-centre.regeneruslabs.com/samples-shipping?hsLang=en#uk-shipping)

January 24, 2026

# Collection Issues and Alternative Returns (UK)

## If you experience any difficulties with your DHL collection — including missed pickups or booking problems — the guidance below outlines the recommended next steps.

#### What should I do if DHL doesn’t arrive or I have trouble booking?

If your DHL courier does not arrive as scheduled, or you are unable to arrange a collection, please contact DHL Customer Service directly:

**DHL Customer Service (UK): 0344 248 0012**

To help DHL resolve the issue as quickly as possible, please have the following details from your shipping label available:

- Waybill number
- PRG number
- Shipper’s name and address
- Receiver’s name and address

Providing this information allows DHL to locate the shipment and support you promptly.

#### Can I return my sample with Royal Mail instead of DHL?

If your DHL collection cannot be completed, you may request a **Royal Mail return label** as an alternative by completing this form.

Please note:

- Royal Mail returns are only permitted for samples with a total volume of **50ml or less**
- This option is available to **UK customers only**
- The original DHL label must be **unused**
- Please have your **DHL Airway Bill (return label included in your kit)** available so the original shipment can be cancelled

#### Processing times for Royal Mail label requests

Requests submitted before **2:00 PM (UK time)**, Monday–Friday (excluding bank holidays), are usually processed the same day.

Requests received after this time will be processed on the next business day.

#### Further support

If you require additional assistance with missed collections or alternative returns, Regenerus Labs Customer Support is happy to help:

Email: **info@regeneruslabs.com**  
Phone: **020 3750 0870**

- [Getting Started](https://support-centre.regeneruslabs.com/getting-started?hsLang=en#main-content)

    - [Practitioner](https://support-centre.regeneruslabs.com/getting-started?hsLang=en#practitioner)
    - [Patient](https://support-centre.regeneruslabs.com/getting-started?hsLang=en#patient)
- [Ordering & Tests](https://support-centre.regeneruslabs.com/ordering-tests?hsLang=en#main-content)

    - [Available Tests & Lab Partners](https://support-centre.regeneruslabs.com/ordering-tests?hsLang=en#available-tests-lab-partners)
    - [Placing an Order](https://support-centre.regeneruslabs.com/ordering-tests?hsLang=en#placing-an-order)
- [Samples & Shipping](https://support-centre.regeneruslabs.com/samples-shipping?hsLang=en#main-content)

    - [Sample Collection](https://support-centre.regeneruslabs.com/samples-shipping?hsLang=en#sample-collection)
    - [UK Shipping](https://support-centre.regeneruslabs.com/samples-shipping?hsLang=en#uk-shipping)
    - [International Shipping](https://support-centre.regeneruslabs.com/samples-shipping?hsLang=en#international-shipping)
- [General Enquiries](https://support-centre.regeneruslabs.com/general-enquiries?hsLang=en)
- [Billing & Payments](https://support-centre.regeneruslabs.com/billing-payments?hsLang=en)
- [Practitioner Portal](https://support-centre.regeneruslabs.com/practitioner-portal?hsLang=en)
- [Results](https://support-centre.regeneruslabs.com/results?hsLang=en)

[![Regenerus Labs](https://support-centre.regeneruslabs.com/hubfs/Regenerus_Laboratories_KB/Images/Regenerus%20Black.svg "Regenerus Labs")](https://www.regeneruslabs.me/)

regeneruslabs.com Support Centre

Copyright © 2026, Regenerus Laboratories