FAQ - frequently asked questions

A One of our operators will call the sender and arrange a suitable day for the parcel collection (Monday to Friday 9AM–5PM).

A All the parcels are processed using automatic sorting machines. The packages move along rubber and roller conveyor belts. This has to be taken into account when choosing the packaging material. The packaging material protects the parcel in transit, so it should be sturdy enough. Reinforce or fill the empty space inside the package. For further help with specific package contents, we have prepared the videos below:

A You have a choice of 4 options when preparing your luggage for the courier. Check out our video:

A Pick up the package, stand on your personal scale and subtract your body weight. Always indicate a slightly higher weight – so that the package is not heavier than what you're paying for. If the package is heavier, it is likely to be returned at your expense. The standard fee is £10.

A A “FRAGILE” sticker is not a substitute for proper packing. We process all our packages using an automatic sorter. The packages move along rubber and roller conveyor belts. This has to be taken into account when choosing the packing material. The packaging material protects the parcel in transit, so it should be sturdy enough in relation to the item's fragility. Choose the size of the package according to its content. Under-filled boxes are likely to collapse; overloaded ones may burst. Every package has to withstand a drop of 70cm. We are not able to insure items made of or containing glass or porcelain, e.g. electronics with LCD screens. Nevertheless – our customers, who know how to properly pack these fragile materials, successfully send them (at their own risk). Check out how they do it:

A Yes, there are. Ladders, kayaks, canoes, animals, natural Christmas trees, tires and batteries (with certain carriers), assembled furniture without packaging, mattresses, unpackaged metals, engines/motors (unless packed in a wooden box and drained of fluids), assorted fireworks and major domestic appliances such as fridges, freezers, washing machines, tumble dryers and dishwashers. Further, packages containing:

• Jewelry, precious stones and metals
• Coins and bank notes/bills of any kind
• Credit cards, checkbooks, ID documents
• Art items
• Forbidden publications
• Alcohol, tobacco products
• Frozen or perishable goods
• Plants
• Live animals and their remains
• Illegal drugs
• Weapons, ammunition, explosives, flammables, pressurized containers/sprays
• Narcotic and psychotropic substances
• Merchandise of very high value
• Merchandise, that may cause harm to persons and property
• Paints, adhesives, preserves, jams, honey and other liquids (we can't risk their leakage)

A Glass, ceramics, porcelain, display electronics (TVs, tablets, phones, laptops etc.). These items are not covered by any insurance.

A It is not required – but we recommend it. If you do, also include a copy inside the package. This is to ensure that the package arrives if the shipping label is lost or misplaced. In some countries, we send you an email with a shipping label with a barcode to print out. In others, the courier has you fill out their shipping label, which is then affixed to the package. And in yet others, the courier will have a prefilled shipping label. Always include a phone number with the address.

A Yes, we regularly move bikes. Just make sure to pack it properly. If you're not sending a new bike in original packaging, it's best to remove the handlebars and the wheels, put them in a bubble wrap lined box, or carton-wrapped and secured with foil and tape. Check this short video for tips:

A Of course. We will send the money back right away. If you paid by card or through PayPal, it should take a few minutes. In the case of a bank transfer, please send us your bank details and we will transfer the money. This may take until the next working day (but is usually sent on the same day).

A It can be today in some countries. For instance, if you order in the morning (UTC/GMT time zone), 80% of the time, we are able to get to you on the same day anywhere in the UK. Take the weather into account, especially in winter. If you're in a hurry, call us – we can discuss your options in the country where you need the pickup. In most cases, we are able to pick your parcel up on the next working day, if we receive the order before 2:30PM UTC/GMT on a working day (not Saturday or Sunday).

A No. We pick up and deliver Monday to Friday 9AM–5PM (except public holidays). However, you can take your package to the closest carrier depot on working day evenings and Saturday mornings. Our operators can tell you where to find the closest depot.

A You can ask the courier for the number during the collection. You can also contact us that evening or next morning after pickup (by e-mail/SMS/Skype/phone) and we'll be happy to send it to you.

A Yes. Every transport is automatically insured to min. £30 (= $36.08) value. This insurance covers new goods in original packaging. To be able to claim it, please keep invoices and receipts for the goods. See also questions Are there any forbidden items? and Are there items you don't recommend sending? In the case of using Parcelforce, insurance covers only lost parcels (not damaged or delay).

A Of course. For £10 extra, the consignment is insured up to £700 value, £20 extra gets you £1400 and £30 gets you insured up to a value of £2100. This insurance covers new goods in original packaging. To be able to claim it, please keep invoices and receipts for the goods. Extra insurance does not cover items, which are not covered by basic insurance. For details, see What is covered by package insurance? and Can I insure anything I want? Additional insurance is non-refundable after collection.

A Loss or damage of the package. If you prepare the package according to our instructions and make sure to get a pickup receipt, then due to electronic tracking, it's almost impossible to lose the package. In the case of using Parcelforce, insurance covers only lost parcels (not damaged or delay).

A You can't insure items of exceptional personal value – it's better not to send such things at all. If a package is lost, the carrier requires documents showing the contents' value (invoices, receipts…). Personal value is simply not listed. Also avoid sending of fragile items, such as glass, ceramics, porcelain, delicate electronics, electronics with LCD screens (TV, tablet, phone, laptop etc.), picture frames or fishing rods. Most fragile items are not covered by insurance against damage. Electronics should only be sent in original packaging (usually with polystyrene or similar filling). Damage due to inadequately packaged electronics is not covered by insurance. When filing an insurance claim, you have to provide an invoice or receipt for the claimed items. If it's for damage, you also need to provide photographs of the packaging and its filling. You can't file a claim for the loss or damage of items that are excluded from transport according to the conditions of transport and this FAQ. See also questions Are there any forbidden items? and Are there items you don't recommend sending?