---
title: 🏍️ Stuart
description: This article explains how deliveries work with Stuart when used as one of Slerp’s courier partners, including package size limits, driver behaviour, and what makes Stuart different.
---

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# 🏍️ Stuart

## This article explains how deliveries work with Stuart when used as one of Slerp’s courier partners, including package size limits, driver behaviour, and what makes Stuart different.

### Slerp 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**](https://support.slerp.com/knowledge/how-to-contact-slerp-support?hsLang=en), 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**](https://support.slerp.com/knowledge/delivery-costs?hsLang=en) and [**Waiting Fees**](https://support.slerp.com/knowledge/courier-waiting-fees-dispatch?hsLang=en)

### 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**](https://support.slerp.com/knowledge/delivery-with-slerp-courier-partners?hsLang=en).

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