---
title: Missed Collections or Failed Returns
description: DHL failed collection and Royal mail return
---

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March 2, 2026

# Missed Collections or Failed Returns

### UK Failed Returns or Collection Issues

We understand that sometimes things don’t go as planned. If your **DHL courier does not arrive** as scheduled, or you experience any difficulties booking a collection, here’s how to keep everything on track:

### ✅ What to Do

- Contact **DHL Customer Service directly** on **0344 248 0012**
- Have your **shipping details ready** from your label:
  
    - Waybill number
    - PRG number
    - Shipper’s name and address
    - Receiver’s name and address
- Providing these details allows DHL to **locate your shipment** and support you promptly

### 📮 Returning Your Sample with Royal Mail

If you experience an issue with your DHL collection, you may request a **Royal Mail return label** by completing the form provided.

**Please note:**

✅ Royal Mail can only be used for samples with a **combined volume of 50 ml or less**  
✅ Samples above this limit **cannot be shipped** and may be disposed of by Royal Mail  
✅ This option is available to **UK customers only** and only if the **original DHL label has not been used**  
✅ Please have your **DHL Airway Bill (return label)** from your kit ready so we can cancel the original shipment

**Processing times:** 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**.

### 💬 Need Help or Further Assistance?

If you need any support, our **Regenerus Labs Customer Support team** is happy to help:

- **Telephone:** +44 20 3750 0870
- **Email:** info@regeneruslabs.com

We can provide guidance on **next steps and arranging a replacement collection** if needed, so your sample reaches us safely and on time.

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