Intro
About HIVED
HIVED is the first AI-native and all-electric parcel delivery company designed for ecommerce. With our commitment to an exceptional delivery experience, HIVED is setting a new delivery standard for retailers and consumers.
We are one of the fastest growing startups in Europe and ship for the biggest retail brands, including Nespresso, H&M, ZARA and John Lewis. As a B Corp certified business, HIVED is leading the industry by making great service and exceptional delivery the standard, building out a delivery network that’s fit for the future.
Key facts
First AI-native and all-electric parcel delivery company built for ecommerce
Certified B Corp
99%+ on-time attempted delivery rate
Up to 76% lower emissions per parcel compared with a standard diesel delivery
Fully electric delivery network across Greater London, Bristol, Bath, Bournemouth, Plymouth and Southampton
Brand & messaging
Preferred messaging
AI-native logistics
Customer-first delivery
Built for ecommerce
Reliability
Innovation
Sustainability as standard
Please avoid
“Zero emissions”
“Emission-free”
Generic environmental claims or unverified sustainability language
Please refer to the Brand Guidelines for further guidance.
Collaboration opportunities
Examples include:
LinkedIn posts
Instagram posts
Case studies
Customer success stories
Blogs
Press releases
Email marketing
PRESS KIT
Media kit
Download our press kit or contact us at hey@hived.space for all media related questions.
Contacts
Recipient digital journey
Intro
We’ve designed every recipient touchpoint for a seamless, accessible, and refreshing experience for end recipients, all the way from collection to delivery. HIVED’s email and text communications, alongside our recipient tracking page, give recipients access to multiple in-flight options, on-demand live chat support, and real-time driver tracking, to view the exact location and status of an upcoming delivery.
Expandable parcel journey, including timestamps
View of parcel delivery details
In-flight options, including delivery preferences (safe place or neighbour) and reschedule delivery
Access to customer support via live chat bubble in bottom right corner
Order manifested
As soon as a parcel is manifested to HIVED (excluding perishables), an email is triggered to the recipient containing a link to their tracking page.
At this stage the recipient can:
Add delivery instructions
Reschedule their deliveries
Reach out to HIVED support
Order collected
As soon as the parcel is scanned into the HIVED depot, a "We've got your order" email is triggered to the recipient, containing a link to the tracking page.
At this stage the recipient can:
Add delivery instructions
Reschedule their deliveries
Reach out to HIVED support
Order out for delivery
When the parcel is scanned into the driver's vehicle for delivery, an "Out for delivery" SMS and email are triggered, both containing a link to the tracking page.
At this stage the recipient can:
View their driver's location on the map
View how many stops before delivery
Add delivery instructions
Reschedule their deliveries
Reach out to HIVED support
Order delivered
When the parcel is delivered to the recipient, left in a safe place, or handed to a neighbour, a "Delivered" email is triggered, containing a link to the tracking page.
At this stage the recipient can:
View 2-3 proof of delivery photos, alongside detailed delivery notes
Rate their delivery experience out of 5 stars
Reach out to HIVED support
Order unsuccessfully delivered
If a delivery attempt is unsuccessful, the recipient receives an email with a link to the tracking page, where they can view the reason for the failed attempt (up to three attempts can be made, except for perishable goods).
At this stage the recipient can:
Add delivery instructions
Reschedule their deliveries
Reach out to HIVED support
View resolution notes left by the driver during the attempt
Recipient satisfaction email
Twelve hours after delivery, a small percentage of recipients (25%) receive a satisfaction email asking them to rate their delivery.
At this stage the recipient can:
Rate their delivery
Opt out of the recipient satisfaction email list
Co-branded tracking page
What you get:
A consistent branded experience beyond checkout
Enhanced brand visibility that help your brand stand out
Update your designs twice a year
Get design advce and mockups from our in-house designers at no extra cost
Getting started is effortless, we take care of everything
How to get started:
Submit your design
Complete the form (LINK) below to share your design element(s) with us
Collaborate with our team
Our designers will reach out to your chosen point of contact to finalise the design together
Go live
Once the design is signed off, your branded tracking page will be live within one week.
Visual guide:
Logo:
Your logo, in PNG or SVG, in black or white depending on the background colour you choose so it stays legible
Please provide the logo with a transparent background
Your logo appears side by side with the HIVED logo
Background:
Either a solid background colour, or a branded image/pattern
If using a branded image, its focal point must sit in the top-right of the page
Imagery must have enough contrast with the surrounding elements e.g. borders of the in-line map
What stays the same:
The rest of the tracking page
The tracking card
Delivery window
Progress bar
In-line map
Delivery preferences
The tracking page keeps its existing design regardless of your branding. Your design needs to be able to coexist with these elements, not redesign them
HIVED dashboard guide
Intro
The HIVED Dashboard gives teams end-to-end visibility of parcel status across the network. From one place, teams can access all parcel-level information - proof of delivery, status, claims, support tickets, and more - making customer query management fast and seamless.
Parcels page
The parcels page provides a full overview of all your parcels in the network as well as their status, which you can easily filter using the buttons in the top left corner, or by searching via the search bar.
Create parcel
For teams with lower parcel volumes, or those needing to create a parcel label as a one-off, the Create Parcel feature is available. The button in the top right corner lets you enter the relevant parcel details and generate a PDF or ZPL label.
CSV upload
Alternatively, parcels can be digitally uploaded into your HIVED One dashboard for label generation via CSV.
To get started:
Select ‘Create parcel’ > ‘CSV upload’ at the button in the top right (step 1 below)
Please download the template linked above and format your upload to match it exactly. Keep the column headers exactly as shown in the template, since any changes could cause issues when we process your file.
Continue by following the steps as outlined below.
Delivery panel
Once a parcel is selected in the HIVED Dashboard, the delivery panel expands to display all parcel-level information. Multiple tabs are available for review, including Delivery Details, Delivery Communication, Support Tickets, and Claims. The panel also provides access to tracking events, customer-provided delivery instructions, and proof of delivery once the parcel has been successfully delivered.
Before delivery:
After delivery:
Delivery communication
The Delivery Communication gives you visibility into any phone interactions (call and SMS) between the driver and recipient during a delivery attempt. Call details and the conversation are automatically summarised, so dashboard users can review them at a glance. This makes it easy for your team to look closely into a specific delivery attempt - for example, confirming whether a safe place was requested over the phone.
Support tickets
Opening the delivery panel will also provide direct communication access to our HIVED Customer Support team. To raise a ticket with our team, toggle to the Support Tickets tab of the Delivery panel, where you'll be taken to a ticket portal for the parcel selected. This feature can be used for any parcel-level queries you may have, and our team will be ready to help. You can generally expect a response in under 30 minutes, from 9am to 7pm, seven days a week (Monday to Sunday).
Claims
The Claims tab gives you a focused view of claims raised, including their status: pending, approved, or denied. Search by tracking ID to bring up a parcel's claims record if you need a status update, and click into the record for further details about the claim - including reasons for why it is approved or denied.
Ticket best practices
Using the right communication channel helps ensure your queries are resolved as quickly and accurately as possible. Below are some tips on when to use the ticket feature versus the claims feature.
When to raise a claim
If a recipient reports that their parcel has not been delivered as expected and would like to request reimbursement, you can raise a claim.
There is no need to open a support ticket before submitting a claim. Once you have reviewed the POD and coordinates and determined that a claim is warranted, you can submit it directly without prior approval or review from the Customer Support team.
HIVED will review the claim and provide an update on its status, along with any relevant context.
When to raise a ticket
Conversely, if the parcel is still within the HIVED network (i.e. not yet delivered), we recommend raising a ticket with our Customer Support team instead. While a parcel is still in transit, raising a ticket allows our support team to act on live information and assist you right away.
If you are passing along recipient feedback following a delivery, please clearly state whether any further action is required and specify the resolution you are requesting.
For any broader questions or collection queries outside specific parcel tracking, please continue to reach out to collections@hived.space or your designated account manager
Return to sender
If a parcel hasn't been delivered yet and needs to be sent back, a "Return parcel to sender" button will be available in the Support Tickets tab. This lets your team recall the parcel directly - even if it's already out for delivery with the driver.
Collections
The Collections page will be your port of call to monitor any upcoming collections or those already in progress. This includes vehicle and driver details, as well as live tracking of the driver on their way to the warehouse.
The various features at the top of this page enable your team to review listed collection locations and recurring collection details.
Access management
Dashboard admins can now control what each teammate can see and do by assigning a role. There are four roles to start with - Standard, Customer Support, Collections Manager, and Admin - each automatically setting the right permissions for that function.
Once invited, your team members will receive an email with a login link to create a password and sign in to the HIVED Dashboard.
Best practices
Shared below are some best practices when using the HIVED Dashboard and recipient tracking page:
If you would like to make any changes on the recipient’s behalf, access their tracking page and make use of the in-flight options from there
To get a quick view of parcels on the road in a given moment, filter by tracking status “Out for delivery”
Export current conditions view to csv for further analysis
Delivery protocol
1.1 Once a driver has started their route, they attempt delivery at each address in the sequence set by our routing algorithm.
1.2 On arrival at each address, the driver works through the protocol in the following order:
1.2.1 They check the driver app for any access instructions set by the recipient, and follow them where present.
1.2.2 They attempt delivery in person, knocking or ringing at the door and awaiting a response, or delivering through the letterbox where the parcel allows.
1.2.3 Where there is no response, they check for an alternative delivery preference and deliver accordingly, for example to a designated safe place or a neighbour.
Recipients can set and revise these preferences in-flight via the HIVED tracking page right up until the point of delivery, including a designated safe place, a preferred neighbour, a photo of the preferred safe-place location and an exact GeoPin. A recipient's own instruction always takes precedence over the fallbacks below.
1.2.4 Where no preference has been set and the address is a managed apartment building, they attempt delivery to an in-person concierge in person.
1.2.5 Where no preference has been set and no concierge is available, they call or text the recipient to request instruction, and follow the preference given. All calls are AI-transcribed and summarised for your customer support teams to review in the HIVED Dashboard.
1.2.6 Failing all of the above, the driver may deliver to a nearby neighbour, or to a safe place at their own discretion. Safe-place rules apply throughout: no publicly visible areas, communal spaces or bins. Safe-place delivery is withheld entirely where 'do not leave' is set at account or consignment level during the early stages of partnership with our retailers.
1.3 Every delivery and delivery attempt is evidenced with proof of delivery ("POD"): two to four photographs, contextual driver notes, coordinates of the exact delivery location and a time stamp on each event. POD is shared with the recipient by email and on the HIVED tracking page, and is visible to you and your customer support teams in real time via the HIVED Dashboard.
1.4 Where delivery cannot be completed, the parcel returns to the nearest HIVED depot and is reattempted the following working day. The recipient is notified of the attempt by email and can reschedule or revise their preferences before the next attempt. HIVED makes up to three attempts as standard, after which the parcel is returned to sender.
Customer care
Each retailer claim received by HIVED is investigated individually, with rigorous attention to detail to clarify the issue at hand. Claims must be raised no later than 28 days after the first collection scan and must include all relevant evidence agreed upon with your HIVED account manager.
How it works:
Submit a claim via the HIVED Dashboard. Click on the parcel in question to open the details panel, which contains three tabs. Select the ‘Claim’ tab on the right and complete the form.
The HIVED claims team will review the claim in detail and determine responsibility using resources including, but not limited to, proof-of-delivery (POD) notes, POD photos, the geolocation pin, delivery instructions, and communications between HIVED, the recipient and the shipper.
Once a decision has been reached, usually within 10 business days, the claim will be accepted or rejected based on the evidence available at the time of review.
The final reimbursement amount will be calculated as a percentage of the order value, as agreed with your HIVED account manager during the account setup process. Reimbursements for accepted claims will be credited alongside the invoice you receive from HIVED at the beginning of each calendar month.
Claims we accept
Delivered to an incorrect address:
When a courier delivers or leaves a parcel at an address other than the recipient’s address.
Lost in the network or missing:
When a parcel has not been delivered and has received no scans for at least 14 days after the original collection scan.
If a parcel has been held for a requested future delivery date, HIVED will consider it lost if it remains missing for 14 days after either the most recent requested delivery date or the original collection scan, whichever is later.
Not delivered by the expiry date (perishable parcels):
When delivery has not been attempted and no force majeure event* has prevented HIVED from delivering the parcel or a courier from completing their route.
Delivery instructions not followed (parcel stolen):
When explicit instructions from the recipient—provided through delivery instructions, a phone-call transcript or a text message; were demonstrably disregarded by the courier, resulting in the parcel being left unattended or in an unsafe location in plain view from the street, and the parcel is subsequently reported as stolen.
Note: The claimant must upload evidence of correspondence with the customer supporting the report that the parcel was stolen.
Parcel damaged:
When one or more of the parcel’s contents have been damaged beyond repair, HIVED is solely responsible, and no issues identified at the point of collection could reasonably have contributed to the damage.
Note: The claimant must upload sufficient photographic evidence of the damage.
Claims we don’t accept
Delivered to the recipient, a neighbour, a concierge or a safe place:
The parcel was delivered to one of the above locations, and proof-of-delivery (POD) photos, notes and geolocation data confirm the delivery.
Delivery instructions not followed (parcel delivered):
If delivery instructions—including those provided by phone or text message—were not followed but the parcel was nevertheless received, the claim will be rejected. However, a ticket will be logged for feedback purposes.
Delivery refused:
If the recipient refuses to accept a parcel, it will be returned to the sender (RTS) or, in the case of perishable goods, disposed of. Any related claim will be rejected unless:
The parcel is subsequently lost during return transit.
The parcel is proven to have been damaged during return transit.
Duplicate claim:
A claim has been submitted more than once for the same tracking ID. This includes cases in which a claim for that tracking ID has already been approved or is still pending.
Claims submitted before an agreement is in place:
Before submitting claims, the shipper and HIVED must agree on the reimbursement percentage and the evidence required, such as a cost-of-goods invoice. Claims cannot be processed until this agreement is in place and will not be backdated.
Invalid tracking ID:
An invalid tracking ID was provided, or an order number or link was submitted instead of a tracking ID.
Force majeure—courier unable to continue:
A force majeure event* outside HIVED’s control prevented a courier from completing their route, meaning that the parcel could not be delivered on the scheduled delivery date.
Force majeure—theft or robbery:
A theft or robbery resulted in the loss of one or more parcels. If the outcome of the claim is disputed, any related correspondence should include a police report reference number.
A force majeure event is one for which HIVED, while providing its service:
Was not at fault and had taken all reasonable precautions.
Did not contribute to the occurrence of the event or increase the extent of the damage.
The loss, misplacement or damage of the parcel resulted from one of the following:
Widespread natural disasters, such as fires, floods, epidemics, earthquakes, storms, tidal waves or severe heatwaves.
Widespread political or special events, such as riots, wars, acts of terrorism, revolutions or prohibitions.
SOPs
Collections and loading responsibilities
The HIVED collections driver arrives on site at the collection location at the collection timeslot as specified in agreement with the retailer.
HIVED Network Operations will send through pre-arrival information of the driver and vehicle, if previously agreed, at least 30 minutes prior to the arrival time.
In case of delays to the collection site, the HIVED Transport team will endeavour to pre-advise all relevant contacts on site.
The collection driver will work in accordance with any agreed-upon gatehouse and yard rules (i.e. wearing personal protective equipment ("PPE")), and sign or check in as required by site rules.
Depending on the vehicle type (i.e. small electric van, large electric van, rigid body, trailer), the driver will park the vehicle in the designated area or loading bay in preparation for onloading.
The collections driver will depart the vehicle according to site rules, before greeting and liaising with operatives on site to begin loading. HIVED is able to ingest and process a wide range of consumables (but not hanging garments), and will either onload onto the vehicle in bulk or loose load if requested.
If space for palletised or caged traffic is insufficient, the HIVED collections team member may request to loose load a finite number of outstanding parcels onto the vehicle to minimise delays to the agreed service level agreement ('SLA").
The collections driver departs the collection site and hauls the load to the relevant HIVED distribution or delivery centre for processing and sortation.
Returns
Any parcel which has been attempted unsuccessfully on three separate occasions, or has been requested to be returned by either the recipient or retailer (on behalf of the recipient) will be marked in our systems as return to sender ('RTS").
Upon returning to our network and being scanned for sortation, the RTS parcel will be set aside by the warehouse team and placed and scanned into the Returns area.
In line with the agreed schedule between HIVED and the retailer, any RTS parcels will be loaded onto the HIVED collection vehicle for return at an agreed location when new parcels are collected.
If parcels are received via direct injection through a third party or directly from the retailer, HIVED will load RTS parcels onto the injection vehicle on an agreed cadence with the retailer.
Damaged goods
If a parcel arrives damaged from collection at the respective HIVED hub, the warehouse team will flag this to our customer support ("CS") team, who will relay the information to the retailer.
Where a parcel is flagged as damaged at the delivery address, the delivery-team member will assess the severity of the damage. If the damage is limited to the packaging (cosmetic only), the delivery will still be attempted. If the parcel's contents are visibly and irreparably damaged, the issue will be escalated, and the retailer will be informed.
Prohibited goods
1.1 HIVED shall not accept or carry the following items under any circumstances:
Live animals, organisms, or biological samples
Standalone batteries or battery packs (external to electronic devices)
Compressed gases or cylinders, including compressed air cylinders
Drugs, medicines, prescriptions, or tobacco
Hazardous, flammable, explosive, or toxic substances, including aerosols, asbestos, ashes, detergents, resins, fire extinguishers, fireworks, gas, and dry ice
Items containing flammable and/or explosive substances
Illegal or counterfeit goods, including counterfeit currency and any items prohibited under applicable law
Cash, financial instruments, vouchers, tickets, or other valuables, including credit/debit cards, coins, cheques, lottery tickets, stamps, and financial documents
Medical equipment
Suitcases, personal belongings, or household effects
Poisonous or toxic liquids, solids, or gases, including pesticides
Radioactive materials
Vehicle parts or components containing fluids or airbags, including panels, spoilers, doors, bonnets, bumpers, engines, carbon fibre parts, steering wheels with airbags, and seatbelt tensioners
Weapons, replicas, ammunition, axes, blades, chainsaws, guns, and knives
White goods and large domestic appliances, including fridges, ovens, freezers, cooker hoods, hobs, boilers, washing machines, and hot tubs
1.2 Limited quantities of certain items, including alcohol, packaged food, lithium battery devices, liquids, and perishable goods, may only be accepted with ****prior written approval from HIVED and subject to operational conditions.
1.3 If a Shipment contains any Prohibited Items, HIVED may refuse carriage, destroy, or otherwise dispose of the Shipment without liability.
1.4 HIVED reserves the right to refuse carriage of any Shipment that it reasonably believes may constitute a prohibited or restricted item, even if not expressly listed above, without liability.
1.5 The Shipper warrants that no Shipment contains any prohibited or restricted items. The Shipper shall indemnify HIVED against any losses, damages, fines, or costs arising from breach of this warranty.
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