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Frequently Asked QuestionsAbout Parcel2ship.co.uk |
Who are Parcel2ship.co.uk?Parcel2ship.co.uk is a trading name of ParcelsrUs Limited (registration number 8298107). We are registered at: |
How does the Parcel2ship.co.uk service work?We arrange for your parcel to be delivered with your selected courier company. We use our bulk purchasing power to obtain the best possible prices from courier companies such as DPD, DHL and Parcelforce and then we pass these savings onto you. We do NOT collect, transport and deliver parcels ourselves.
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Why should I use Parcel2ship.co.uk?There are four main reasons why you should use Parcel2ship.co.uk:
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Do you offer customer accounts?Yes. If you are ordering more than 100 deliveries per month we offer customer accounts which give 10% discount on the total order value for all non-uk deliveries. An account does NOT offer deferred payment however, all deliveries must be paid for at the time of ordering. Ring or e-mail us if you expect to order more than 100 deliveries per month and would like an account setting up for you. |
Do you offer discounts/coupons?Yes, we offer regular promotions giving discounts off various delivery options. Discount codes are published on our Facebook page at www.facebook.com/Parcel2ship. Any discounts offered in this way are in addition to the discount available through customer accounts. Customers who choose to opt out from mailshots will not be contacted regarding promotions. |
Can I be an affiliate to Parcel2ship.co.uk?Yes, we offer affiliate options through AffiliateFuture and Paid On Results. If you register as an affiliate to Parcel2ship.co.uk then you will receive commission on sales made to customers that you introduce. |
How can I contact Parcel2ship.co.uk?If you just wish to place an order then simply use this web site. If you need some assistance then you can :
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Will you mail shot me in futureWe would like to send you details of changes to services and promotions periodically by email. If you would not like to receive any such offers then you can opt out when you place an order. You only need to opt out once, it will applied to your account however you will need to opt out again if you use a different email address for ordering in future. |
Will you sell or pass on any of my details?No, Parcel2ship.co.uk will not pass on your details to any other company other than the courier responsible for your parcel delivery. |
How do I place an order?You simply select the appropriate delivery from our store, place an order by filling out the order form and then adding the order to your shopping cart by clicking the 'add to cart' button. When you have finished ordering you can checkout by clicking on the 'checkout' button at the top right of the page. |
What is the difference between the collection address and the invoice address?The collection address is the address from which you would like your parcel picked up. The invoice address which you supply when you check out is the address to which any communication from us should be sent and should be the registered address for any credit or debit card that you use to pay. We find that the collection and invoice addresses are the same most of the time but this isn't always the case. |
How can I pay?We accept most major credit and debit cards as well as PAYPAL. This means that you can simply use your credit or debit card to pay as with any other e-commerce site or alternatively you can transfer funds from an existing PAYPAL account if you have one. |
What if my parcel is bigger or heavier than you allow?We have weight and size restrictions on all our services and are afraid that we are not able to accept any parcel which exceeds these limits. |
Why do you tell me that my parcel is heavier than allowed even though I know the actual weight is ok?It may appear strange but a parcel has 2 weights. Firstly there is the obvious weight that you will know by putting the parcel on some scales and then there is the DIMENSIONAL WEIGHT. The dimensional weight is a formula used throughout the parcel delivery industry that considers a package's size when determining charges. Delivery charges are based on the actual weight of the shipment OR the dimensional weight of the shipment, whichever is greater. Simply put, dimensional weight becomes significant where you have a parcel which is lighter than expected for a parcel of that size - like a box filled with inflated balloons! |
What is dimensional weight?See above |
What is parcel girth?The girth of a parcel is the distance around the middle of the parcel. It is calculated in centimetres and would be the (width x2) + (height x 2). The longest side of the parcel is considered to be the length so the shorter two sides are the width and the height. As an example, if you have a parcel that is 1 metre long, 50cm wide and 40 cm high then the girth will be (50x2)+(40x2)=180 centimetres. |
What if I need to change an order?You can change an order free of charge up to the point that the order has been placed with the courier. After this point we will endeavour to change the order for you but whether this is possible depends on how far advanced the courier is in picking up your parcel. A £10 administration fee is payable if any changes are made after the order has been placed with the courier. |
What if I need to cancel an order?You can cancel an order free of charge up to the point that the order has been placed with the courier. After this point we will endeavour to cancel the order for you but whether this is possible depends on how far advanced the courier is in picking up your parcel. A £10 administration fee is payable if any order is cancelled after the order has been placed with the courier. |
How does the self drop option work?Parcels are usually picked up by the courier from a customer address however there is the option with Parcelforce for you to drop your parcel off at your local Parcelforce Worldwide Depot if this is more convenient for you. In this case simply choose the self drop option when you order your delivery and we will advise Parcelforce not to try to pick it up from you. |
Do you guarantee collection?We always request a specific collection date with the courier when we book the collection. In the vast majority of cases the courier will indeed arrive to collect on that date, however there can be rare circumstances where the courier is unable to collect. Parcel2ship.co.uk do not guarantee collection on a specific date as standard and cannot be held responsible for any loss or inconvenience resulting in these cases. We will of course re-book the collection for a date agreed with you. We do, however, offer an additional cost option where we will refund the cost of the collection and deliver the parcel for free if the courier does not arrive to collect your parcel on the agreed date. This option can be selected when you order your delivery. |
Can I book a pickup time?All collections can take place between 9 and 5:30 for DHL, DPD and Parcelforce, and between 7.30am and 5.30pm for City Link. It is not possible to be more specific than this. |
What does the 'guaranteed collection or your money back' option cover?If you choose this option we will refund the cost of the collection and deliver the parcel for free if the courier does not arrive to collect your parcel on the agreed date. This option can be selected when you order your delivery. |
What does the standard compensation cover?see Enhanced compensation for Parcelforce services |
What does the enhanced compensation cover?see Enhanced compensation for Parcelforce services |
Are there any restrictions on what goods you can carry?Yes, there are a number of restrictions that the couriers apply to goods that they will carry. See here |
Can I order more than one delivery at the same time?Absolutely. You can place as many orders as you like into your shopping cart and then pay for them all together when you checkout. |
Are there any additional charges?All of our services are 'all inclusive' so the price that you see is the price that you pay. The only instances where additional charges could apply are where:
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How should I pack my parcel?Guidelines on how to pack your parcel are available here |
Can I use a suitcase instead of a box?Yes you can use a suitcase or other sturdy luggage instead of a box, however any damage to the luggage itself will not be covered in the event of loss or damage as it will be classed as external packaging. Any damage to contents will be subject to the luggage being deemed suitable packaging for the particular contents. Please be sure to check terms and conditions of carriage / cover before ordering. |
What do I have to do before the courier picks my parcel up?You should make sure that your parcel is well packed and that you have received confirmation from us that the booking has been placed. If your parcel is being delivered by Parcelforce or DHL we will have sent you a set of labels which you must print and attach to the parcel. If your parcel is being delivered through DPD or City Link you must write the delivery address clearly on the parcel. After that you just sit, make a cup of tea and put your feet up. |
I will not be in when the parcel is to be collected. Can I leave it with a neighbour, in the porch/garage or elsewhere?Leaving the parcel unattended in a porch/garage is fine as long as you leave signed instructions on the door that the driver can take away as authorisation. Leaving the parcel with a neighbour will also require signed instructions. Please note both of these will be at the driver's discretion. Failed collections due to the driver not accepting these instructions will be charged at £10+vat |
I was out when the courier arrived, what do I do?You will need to contact us so that we can re-book the collection for you. There will be a £10+vat administration fee to re-book the collection. |
The courier came before the parcel was ready, what do I do?You will need to contact us so that we can re-book the collection for you. There will be a £10+vat administration fee to re-book the collection. |
What if the courier refuses to take the parcel?The courier could refuse to take the parcel if it is bigger or heavier than he is allowed to carry. This will not happen if your parcel is within the size and weight limits for each service. The only other instance, providing that the parcel is packed and addressed appropriately, would be where he has reason to believe that the parcel contains restricted contents. Please contact us where the courier refuses to take your parcel. |
Can I specify specific times to collect?No. The couriers can arrive to pick up your parcel at any time between 09:00 and 17:30 (7.30am to 5.30pm for City Link). It is not possible to book collection times that are more specific than this. |
What do I do if my parcel hasn't been collected?Please advise us by 9am the following morning if the courier has not arrived by 17:30 to collect your parcel on the agreed collection day. We will then re-book the collection for a date agreed with you. |
What if my parcel is damaged in transit?A claim will need to be made from the courier within 14 days from the date of despatch. Please complete the damage report form in the customer service centre and retain item and all packaging for inspection. |
What if my parcel is lost in transit?First, please track the parcel here. If you are still concerned please contact us and we will investigate further. |
What do I do if my parcel has not been delivered?You can track your parcel on-line here. This will show you the current status of your parcel. Contact us by email if your parcel has not been delivered within the expected time and your require assistance. |
What if my parcel is returned to me?Please note the reason for the parcel being returned (should be on a label on the parcel) then contact our Customer Services. |
What will happen if my parcel is actually bigger or heavier than I state on my order?We accept your order and place the booking with the courier in good faith. It is essential that all the information that you give us when placing your order is accurate. All parcels are digitally scanned and weighed by the courier and they may return the parcel to you and/or there may be surcharges if your parcel is heavier or bigger than you state |
How long will it take to deliver my parcel?Expected delivery times are quoted on the web site against each delivery option. The vast majority of parcels are delivered within these times however they cannot be guaranteed and Parcelship.co.uk cannot be held responsible for any delays in delivery. |
Do you guarantee delivery?Expected delivery times are quoted on the web site against each delivery option. The vast majority of parcels are delivered within these times however they cannot be guaranteed and Parcel2ship cannot be held responsible for any delays in delivery. |
What customs restrictions apply?Customs charges are dependant on destination country and items sent. Please contact the destination country customs service directly to calculate any charges applicable. |
Which countries are affected by customs?All countries and territories except those within the Free Trade Zone of the European Union |
What customs documentation do I need?No customs documentation is required for shipments within the UK or within the European Union. For parcel shipment to countries outside of the European Union you WILL need to complete customs documents. Document delivery to countries outside of the European Union will NOT require customs documents. |
