Parcel Frequently Asked Questions
Booking and Collection
Delivery
Claims & Insurance
What is the Cut Off time for Same Day Collection when booking online?
Online bookings have a cut off time of 12noon. Bookings made before 12noon to ensure a same day collection will be processed. There may however be some exceptions with remote areas, in the remote areas the drivers may only cover the route once dropping off and collecting at the same time due to the miles that their route may cover.
Are there any ways to make a late booking for Same Day Collection?
For some parts of the UK there may be the possibility to make a booking after 12noon for a same day collection. However this booking will need to be made over the phone, where our customer service team can check the options in your specific post code areas.
It’s awkward for me to be in all day, can you tell me what time my Parcel will be collected?
Unfortunately no, collection can be anytime between 9am and 5pm. If it is awkward to be in all day then perhaps you could arrange an alternative collection address, your workplace for example.
Can I leave the parcel in a shed or a porch for collection?
No. The driver will require signatures from yourself. Additionally they are not authorised to enter your property, even an outbuilding, and help themselves to your parcel, even with your permission.
Can I drop the parcel in at the depot?
Routinely, no. The sorting hubs and depots are strictly controlled areas due to health and safety regulations covering the large volumes of parcels and vehicles entering and using them. The depots are not built for the purposes of customers dropping off parcels through the day, and that is why the parcel companies collect from you, and the address you choose.
I don’t know the postcode of the person that I am sending the parcel to. Can I still book online?
No. Both our booking system and the parcel companies own systems both require accurate postcodes. If you don’t know the postcode it can easily be checked, the Royal Mail website offers a free postcode look up which as a private individual you may use as a free service to lookup postcodes for personal use.
Does my item need to be boxed?
Basically, Yes. Your parcel should be suitably protected in a box, jiffy bag/padded envelope. Packing in bin liners and other types of plastic bags is not appropriate. Please see our packaging page for more information and guidance.
Can the driver call me before collection?
No, this is not possible. Drivers are making in the region of 70 drops per day, it is not possible for them to phone customers and wait for them to arrive etc.
What if I’m not in when the driver turns up to collect?
If the driver turns up to collect and there is no-one there, or no parcel to collect then a non collection fee is payable.
What happens if my booking is grossly inaccurate or misleading?
If more parcels are sent than are booked, or if the parcels are bigger or heavier than disclosed on the booking form, then any surcharges and penalties charged by the parcel carrier will be passed on an invoiced to you. It is your responsibility to ensure that the information that you provide on the booking is accurate.
And it is for this reason that we provide both Live help and a telephone customer service line so that you can contact us and ask us about any concerns or questions that you may have. If you are unsure in anyway at all about the information you are including in your parcel booking please contact us, remember that we always have other service options that we can send your parcel on.
What happens if my Parcel weighs more than I stated?
If your parcel weighs more than you stated up to a total gross weight of 30kg you will be invoiced for additional weight charges on a kilogram basis. If your consignment goes over 30kg (even 31kg) it will be completely rejected off the standard parcel service. Your item may be subject to delays, returned to you, and you charged a surcharge, or it may be transferred onto the freight parcel service where you will be charged an additional delivery charge on the more expensive freight parcel service.
Parcels are weighed in the depot, and parcels over 30kg will be rejected from the standard parcel service, they will be surcharged, and they will be delayed. Please do not underestimate the weight of your parcel, use bathroom scales to check weights of heavier parcels. And if you parcel weighs 30.5kg or 31kg then please contact us, there are other options.
What type of items can I not send in a parcel?
You cannot send any items described as Prohibited or Hazardous. In addition there are other items that can be carried but will not be insured as they are outside the terms of the carriers insurance.
