Relay collection hours - is my local shop telling the truth?

I've just tried to collect a parcel from my local "Relay" collection point (not my first choice!) and the owner is claiming that the system only allows them to access parcels between the hours of 9-6.

I'm 99% convinced this is a lie but wanted to check if anyone else had experienced this? Their shop itself is open until 11. I can't collect the parcel any other time and it feels like they have my parcel hostage.