Find answers to the frequently asked questions from ECD users, if you don’t find the adequate answers to your questions, feel free to contact us
Easy Collect & Drop or ECD is courier service that aims to offer the customers the most affordable and convenient delivery experience.
ECD strives to offer a comprehensive delivery service which is characterised by low costs and high-quality service. Our main goal is to offer customers the most affordable and the most convenient delivery experience while keeping in mind their needs and requirements, be it businesses or individuals.
Using technology and knowledge transfer from Japan, ECD bet on convenience by introducing both door and ECD (Pick Up Drop Off) delivery solutions and an easy-to-use mobile/web app to ensure the best experience.
The new ECD interface is simple and easy to use, you can book a delivery by following these steps:
Delivery fees depend on three factors: Parcel size, delivery distance and your chosen delivery option, you can easily get a quote on our home page.
Door to Door service fees start from R50
Door to PUDO services fees start from R40
PUDO to Door services fees start from R40
PUDO to PUDO service fees start from R35
Door-to-Door’ delivery service: This is a delivery service that allows you to have your parcel picked up from your physical address or door address in Gauteng have it delivered to a physical address in South Africa. This service is only available from Gauteng to any address in South Africa.
‘PUDO-to-Door’ delivery service: This is a delivery service that allows you to drop off a parcel inside an ECD locker or at an ECD partner store and have it delivered to a physical address in South Africa.
‘Door-to-PUDO’ delivery service: This is a delivery service that allows you to have your parcel picked up from your physical address or door address and ECD will drop off it off inside an ECD locker or at an ECD partner store closest to the recipient.
‘PUDO-to-PUDO delivery service: This is a delivery service that allows you to drop off a parcel inside an ECD locker or at an ECD partner store and have it delivered to a different ECD locker or ECD partner store.
‘Storage’ service: This is a service that allows you to temporarily store a parcel inside any ECD’s smart locker for up to 24 hours either for safekeeping or for someone else to collect.
‘Online Purchase’ delivery service: This is a delivery service that allows you to select ECD as a delivery option for an online purchase directly on retailer’s website and have the online purchase delivered to your door or the closest ECD PUDO point to you
This service is only available to our partner online retailers.
All payments are electronic. You pay using EFT, credit card or debit card.
You can check “FIND a ECD point” page on our website and look up your address to find the closest locker or partner store to you.
Parcel size chart for ECD is as follows:
|S||Less than 432W x 460D x 145H mm|
|M||Less than 432W x 460D x 296H mm|
|L||Less than 432W x 460D x 488H mm|
|XL||Less than 432W x 460D x 598H mm|
Less than 432W x 460D x 145H mm
Less than 432W x 460D x 296H mm
Less than 432W x 460D x 488H mm
Less than 432W x 460D x 598H mm
If you, on arrival to an ECD locker, discover that your parcel exceeds the size limit of the cell you’ve reserved, you will then have to contact customer support via email to request a cancellation. Please note that customer support will issue a refund for the cancellation however a general administration levy will be subtracted from the total refundable amount due to you.
the weight limit of your parcel is 20 kilograms (20,000 grams). If a parcel exceeds the weight limit, then you are advised (if possible) to split the parcel into two or more pieces and ship the pieces separately thus placing a separate order for each piece, or contact ECD’s Customer Support:
1. Items which are prohibited under any applicable law or regulations in South Africa or the country from which the item was shipped;
2. Fresh food or perishables that cannot be stored in normal temperature;
3. Explosives, firearms or other offensive weapons, flammable or hazardous materials, poisonous orinfectious substances, blood or blood products (whether infectious or not), dangerous orundesirable goods;
4. All items prohibited by the International Air Transport Association, the International Civil Aviation
Organization or any relevant government authority or under any applicable law or regulation;
5. Human or animal remains;
6. Live animals;
7. Currency of any country, credit cards, debit cards or cash cards;
8. Personal documents issued by government authorities such as identification cards, passports,driver’s licences, birth certificates etc.;
9. Original copies of any record, drawing, document or electronic recording of which duplicates or copies have not been made and kept by you;
10. Documents containing substantial amount of confidential information;
11. Precious metals and stones;
12. Illegal narcotics or drugs;
13. Any package (or its contents thereof) of a value exceeding R10,000; and
14. Any package that is not properly packaged and/or sealed.
With any electronic device, the ECD smart locker technology is not immune to damage or technical malfunction, whether intentional or unintentional. Hence, in the event that a customer discovers damage or technical malfunction of or on any ECD locker, we encourage the customer to inform customer support immediately so that the problem may be rectified.
ECD will make reasonable efforts to keep its services operational. However, certain technical difficulties or maintenance may result in temporary interruptions. ECD reserves the right to modify or discontinue, temporarily or permanently, functions and features of its services.
In most cases, no. All ECD lockers are fitted with UPS power supplies to ensure that our services run without interruption.
Yes, provided all parcels are put in one big package, do not exceed the designated parcel size, and are destined for the same location. If not, then you are advised to split the parcels and to ship them separately thus placing a separate order for each parcel or parcel batch.
Yes. You can use ECD to return online purchases provided you know the return address and you reside in Gauteng province.
Once the courier has delivered a parcel or online purchase into an ECD locker, the recipient of the specific parcel or online purchase will receive a SMS/email notification detailing amongst other things a secure PIN and unique QR code the recipient will use to collect the parcel or online purchase.
No. You are responsible for ensuring that your parcel is adequately packed, securely sealed and that it does not exceed the size limit. Parcels that are inadequately packed, insufficiently sealed or exceed the cell size limits will not be stored or carried.
Yes. ECD lockers can only be accessed with a secure PIN or unique QR code which is only known by the recipient of the parcel or online purchase. Moreover, all ECD lockers are fitted with a 24-hour camera surveillance system and only installed in secure public locations such as petrol stations, shopping centres and residential estates/complexes.
ECD will only take responsibility for direct loss of and/or damage to any parcel loss or damaged at the hand of any ECD staff. Damage suffered at the hand of any of our partners is not our responsibility and must be taken up with the partner company directly. ECD’s entire aggregate liability in connection with its Terms and Conditions of Service, which is made available to all customers, shall be limited to the aggregate cost of the customer’s parcel in the transaction concerned or R10,000 per transaction, whichever is lower.
Please note that any claims for damage to and/or loss of the parcel must be made within 14 days from the date on which ECD accepts the parcel for storage, failing which ECD shall have no liability whatsoever. All claims must be made to customer support by mail, facsimile or email and accompanied by a copy of the invoice and other supporting documents requested by ECD. Claims are subject to clause h and other terms in the Terms and Conditions of Service.
If delivery failed for any reason, we will notify you within 3 business days after delivery failure. In the event that you do not provide instructions regarding the appropriate action to be taken within a period of 30 days after ECD has notified you of a delivery failure, the parcel may be disposed of by ECD at its sole discretion but at your costs.
Should you discover that a specific cell size you wish to reserve is unavailable, then you are advised to opt for a larger cell size. Should any of the larger cell sizes also be unavailable, you are then advised to try placing an order after a few hours.
The customer placing the order is allowed 24 hours in which to drop off the parcel into the reserved ECD locker cell. Failure to drop off the parcel within the allocated time will result in the order being cancelled and a refund issued. Please note that a general administration levy will however be subtracted from the total refundable amount due to the customer.
The recipient of the parcel is afforded 48 hours in which to pick up the parcel from the reserved ECD locker cell. Failure to pick up the parcel within the allocated time will result in the parcel being transferred from the ECD locker to the redemption centre where the recipient will have to come to collect the parcel – extra charges may be incurred and must be paid to release the parcel. Please contact customer support for information on the redemption centre.
Yes. You can track any active orders by accessing the tracking information for each specific order. Track orders here: ECD app > Orders > Track
No. You cannot cancel an order or change the information for an order you’ve processed successfully. To avoid such an occurrence, customers are advised to double check the information before submitting the order and making payment.
Sadly, orders already delivered to the destination cannot be cancelled or amended.
However, should you discover an error in the information of an active order, you can reach out to ECD’s Customer Support for guidance.