🏍️ Stuart

Courier Partner: Stuart

Stuart is an on‑demand, last-mile delivery courier company that uses a network of self‑employed riders (mainly bikes, moped, motorbikes, plus a Large motorbike option with a bigger box).

Slerp can route eligible delivery orders to Stuart alongside other courier partners. When multiple fleets are available, the courier that can assign a driver the fastest will usually take the job.

Package size & vehicle types

To make sure orders are accepted and travel safely, it’s important to keep within Stuart’s approximate size limits.

Bike

• Minimum bag dimensions:
  • 35 cm (W) x 35 cm (D) x 70 cm (H)
• Best for: small / medium orders that fit comfortably in a standard backpack‑style bag.

Moped / Motorbike

• Thermal bag minimum: 40 cm (W) x 30 cm (D) x 40 cm (H)
• OR thermal backpack minimum: 35 cm (W) x 35 cm (D) x 55 cm (H)
• Best for: slightly larger orders or those needing more protection and stability than a bike.

Stuart Large (Motorbike with top box)

• Thermal top box minimum: 60 cm (W) x 50 cm (D) x 60 cm (H)
• Best for: bulkier orders that won’t safely fit in a standard bag, but are still suitable for a motorbike (not a car/van).
• Note: In London, Large is available instead of a full car service.

These dimensions are a guide to help you judge what will realistically be accepted and transported safely.

Key Stuart behaviours & policies

What makes Stuart different from some other fleets:

• Driver calls the recipient via the app

  • For GDPR reasons, the phone number is not shown, but the driver can call through the Stuart app.
  • This helps increase successful delivery when access is tricky (gates, offices, flats).

• No waiting fees (currently)

  • At present, Stuart does not charge waiting fees.
  • If a driver does not want to wait, they will typically self‑cancel, and the job will reopen for other drivers.
  • This means you won’t see separate waiting fees from Stuart, but long delays at pickup can still cause delivery issues if multiple riders refuse to wait.

• Cancellation fees when collection is impossible

  • If a rider arrives at your venue and is then told:
    • to cancel the job, or
    • that the shop is closed / order is not available
  • Stuart will charge a cancellation fee, as the courier has already travelled to the pick‑up point.

• Automatic returns when the customer is unavailable

  • Stuart is currently the only Slerp Courier Partner that will automatically return the order to your venue when:
    • There is no concierge or safe place to leave the order.
    • The courier has called the recipient multiple times with no answer.
    • The recipient requests to deliver to another place/delivery address differs from what's pinned. 
  • In these cases, the order is brought back to you rather than left unattended.

• Proof of Delivery (POD) image is required

  • Stuart drivers are expected to capture a clear photo at drop‑off.
  • This Proof of Delivery image appears on the delivery tracker link for the order.
  • If you cannot see the POD image on the tracker (for example, it’s missing or broken), please contact Slerp Support, who can access it directly and help investigate delivery complaints.

• Coverage

  • Stuart has London‑wide coverage and operates in some other areas across the UK.
  • Availability can still vary by time of day and local rider supply.
    
    

Check these related articles able: Delivery Costs and Waiting Fees

Returns – what you’ll see and what to do

When Stuart returns an order to your venue because the customer was unavailable:

• Order status in Slerp

  • The order will be marked as Failed/Cancelled in your Slerp Controls / app.
  • The Proof of Delivery image in the tracker will typically show a photo from when the package was returned to your venue.

• Notification from Slerp Support

  • The Slerp Support Team will email you once Stuart has confirmed that a return has been initiated.
  • This lets you know that a delivery attempt was made but failed, and that the order is en route back to your venue.

• Next steps with the customer

  • It’s best practice to contact the customer once you receive this email and explain that:
    • A delivery attempt was made.
    • The courier could not safely complete delivery (no answer, no safe place, etc).
    • The order has been returned to your venue.
  • You can then discuss options with the customer (for example, arranging re‑delivery or collection) according to your own policies.

• Return costs

  • The return cost is equivalent to the original delivery cost.
  • This return charge is billed to you (the venue), so it’s important to:
    • Encourage customers to be available during the selected time slot
    • Ensure contact details and access instructions are accurate

For more information on how delivery behaviour, SLAs and time slots work across all courier partners, see: Delivery with Slerp Courier Partners.