ArrowXL tracking

ArrowXL tracking statuses explained

ArrowXL is a UK two-person home delivery company for large items such as furniture, beds and white goods, working for retailers, e-tailers and manufacturers. It now belongs to the Jacky Perrenot Group, a European logistics firm, and sits with that group's JP HOME brand, which is why review sites show it as ArrowXL by JP Home. Your order goes from the retailer through ArrowXL's hubs; you are given or book a date, get a 2 hour time slot by text, and can follow the crew on its askAXL tracker on the day. A crew of two brings the item to the room you choose and takes a digital signature, and it does not leave anything with a neighbour or in a safe place.

Part of the status is enough. No match? We show the closest ones.

Every ArrowXL tracking status explained

Status	What it means	Should you worry?
Tracking not updating	ArrowXL's askAXL tracker is built around the day of delivery, so little may change before then.	Keep an eye on it
Ready to be scheduled	ArrowXL is asking you to pick a delivery date from the booking link it sent you.	Take action
2-hour delivery time slot	ArrowXL has given you a 2 hour time slot for your delivery, sent by text.	Normal
No one home	ArrowXL's crew recorded that nobody was home, so your item was not delivered.	Take action
Couldn't deliver	ArrowXL has told you it could not deliver, or has moved your date, often with a text asking you to book a new one.	Take action
Problem locating item	ArrowXL says it cannot locate your item for delivery right now, so the delivery will not go ahead as planned.	Take action
Delivered but not received	ArrowXL's tracking says your item was delivered or collected, but it was not.	Take action

ArrowXL delays

ArrowXL's help page warns of high contact volumes and longer waits for a reply. Orders for Ireland, the Channel Islands and the Scottish islands go on after leaving the mainland, and ArrowXL says arranging the date can take up to 10 working days. In reviews people share, delays also come when an item is not fully loaded on the van, when a van is full, or from a problem at the warehouse, where an item may not be found.

Is your parcel from ArrowXL late or missing?

Who is responsible for a late or missing parcel from ArrowXL?

If you bought it from a retailer, the retailer is responsible until the item is in your hands. UK consumer law (Consumer Rights Act, section 29) keeps the goods at the retailer's risk until you, or someone you named to take them, have them, and section 28 says the retailer must deliver by the agreed date or, if none was agreed, without undue delay and within 30 days. ArrowXL itself says that changing the address or cancelling the order is a matter for the retailer.

You normally do not book ArrowXL yourself. It works for businesses, so your contract is with the retailer. The same goes when ArrowXL comes to collect an item you are returning, because the return is arranged through the retailer.

Questions about ArrowXL tracking

Why does my ArrowXL tracking not update?

ArrowXL's tracking is mainly for the day of delivery. Before that it shows the date booked and your order's progress through its network, so a large item can sit on one stage for days while it waits for a date.

How do I book an ArrowXL delivery slot?

Use the link in ArrowXL's text or email and choose a date. If your account has only a landline number, ArrowXL's team arranges the date with you.

What time will ArrowXL deliver?

Your slot text gives the time. ArrowXL does not publish a general delivery window, and shared slots start as early as 6.45am. On the day, askAXL narrows it.

What happens if I miss my ArrowXL delivery?

You book a new date from the link ArrowXL sends by text or email. ArrowXL does not publish how many tries you get.

Why does ArrowXL tracking say customer has requested a date change?

ArrowXL does not explain this. One shared history shows it where the customer says they asked for nothing. If that is you, save a screenshot, then file a complaint on Complain.biz and we send it to ArrowXL.

Based on

legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)
legislation.gov.uk: Consumer Rights Act, section 28 (delivery of goods)
ArrowXL: Customer Help (address changes, cancelling, returns)
ArrowXL: About
ArrowXL: A new era for ArrowXL (acquired by the Jacky Perrenot Group, JP HOME)