Freepost Book Return Service: FAQs


How many items can I return at once?
Parcels must not weigh more than 10 kilograms nor exceed dimensions of 50 centimetres x 50 centimetres x 60 centimetres. Clicksit/Collection+ reserve the right to reject a Parcel at the Relevant Collection Point if the Parcel exceeds the weight or dimensions stated here or there is not a valid Label attached. More than one label can be generated and several packages can be created for posting.

How should I pack the books?
Check your parcel does not exceed the maximum dimensions (60x50x50cm) and does not exceed 10kg in weight. The books need to be tightly packed together so they do not get damaged in transit. You can return items in jiffy bags, heavy duty plastic bags or in a box. Use a heavy-duty tape to seal the parcel and cover any old pre-existing labels, and ensure it is water tight.

What happens if you do not receive the parcel I send via this service, i.e. they are lost in transit?
Regrettably, sometimes parcels do get mislaid. If your tracking link has not updated for a few days complete the CollectPlus online form as soon as possible

How do I know when you have received the books and discharged them from my account?
You can check your Library account online through the My Library Account quick link on the Library homepage. Once at the catalogue, at the top right of the screen there are the login fields: enter your Library card number (the ID number on your Brunel card, which usually starts with 1956 or 5109), and your PIN. Click "Login" and you should be able to see the tabs showing activity on your account.

I’m an international student and I‘ve taken the books back with me to my home country – what can I do?
The free post return service is only available to students who reside in the UK. Please contact us and we will be able to advise.

Who do I contact if I have problems?
If you need to track your parcel you need to use the tracking number provided on the receipt or use the link provided in the email. For all other queries please contact us.

I can’t find a Collect+ outlet near where I live
Please contact us for guidance.

I am shielding/self isolating and cannot return my books to a Collect+ outlet
You will need to contact us and make us aware of your circumstances.

I do not have a printer how do I print my label?
Can a friend or family member print it for you? If you have absolutely no way to print the label, please contact your nearest return point in the first instance. If they are unable to help, please contact us and we will look into options to return the items.

Contact us




Telephone +44(0)1895 266141

SMS +44(0)203 3222298


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