Frequently Asked QuestionsAbout Parcel2ship
Who are Parcel2hip?
How does the parcel2ship service work?
Why should I use Parcel2ship?
Do you offer customer accounts?
Do you offer discounts/coupons?
Can I be an affiliate to Parcel2ship
How can I contact Parcel2ship?
Data protection
Will you mail shot me in future?
Will you sell or pass on any of my details?
Ordering
How do I place an order?
What is the difference between the collection address and the invoice address?
How can I pay?
What if my parcel is bigger or heavier than you allow?
Why do you tell me that my parcel is heavier than allowed even though I know the actual weight is ok?
What is dimensional weight?
What is parcel girth?
What if I need to change an order?
What if I need to cancel an order?
How does the self drop option work?
Do you guarantee collection?
Can I book a pickup time?
What does the guaranteed collection or you money back option cover?
What does the standard compensation cover?
What does the enhanced compensation cover?
Are there any restrictions on what goods you can carry?
Are there any additional charges?
Preparing you parcel
How should I pack my parcel?
Can I use a suitcase instead of a box?
What do I have to do before the courier picks my parcel up?
Parcel collection
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?
I was out when the courier arrived, what do I do?
The courier came before the parcel was ready, what do I do?
What if the courier refuses to take the parcel?
Can I specify specific times to collect?
What do I do if my parcel hasn't been collected?
Parcel delivery
What if my parcel is damaged in transit??
What if my parcel is lost in transit??
What if my parcel is returned to me?
What will happen if my parcel is actually bigger or heavier than I state on my order?
How long will it take to deliver my parcel?
Do you guarantee delivery?
What do I do if my parcel has not been delivered?
Customs
What customs restrictions apply?
Which countries are affected by customs?
What customs documentation to I need? |
| Parcel2ship is a trading name of Going Postal Limited (registration number 05469924). We are registered at:
17 Piries Place
Horsham
West Sussex
RH12 1BF
England
We provide a practical range of solutions to both members of the public and those in business who require a door to door parcel delivery service from addresses in the UK to most destinations in the world. At Parcel2ship we use only the best international parcel courier firms including Parcelforce, DHL and Home Delivery Network as our delivery experts of choice. As well as being able to offer affordable UK mainland parcel delivery services such as Parcelforce 48 to anyone wishing to send a parcel to UK residential and business addresses, we are also able to provide reliable overseas and international delivery services including Parcelforce Worldwide delivery.
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| 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 DHL and Parcelforce and then we pass these savings onto you. We do NOT collect, transport and deliver parcels ourselves.
In summary, we:
- Provide on-line booking facilities to allow you to place an order for a parcel delivery
- Receive and confirm receipt of your order
- Book the delivery with the courier company
- Send you labels to be attached to your parcel (in the case of Parcelforce, DHL Air Services or Home Delivery Network deliveries)
- Provide support and liaise with the courier company on your behalf in the unlikely event of any problems
- Offer enhanced compensation in the case of Parcelforce deliveries.
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| There are four main reasons why you should use Parcel2ship:
- Confidence - We have been trading since 2005 and have tens of thousands of happy customers. We are not one of the Internet parcel delivery companies that take your money and then disappear.
- Price - We offer prices which are significantly below those offered direct by the courier companies and are usually below those offered by other resellers. Our quoted prices include up to £50 worth of compensation per consignment as standard for Parcelforce, DHL and Home Delivery Network service, in the unlikely event of loss or damage to your parcel
- Options - We uniquely offer a number of additional options:
- Parcelforce
- You can drop your parcel off at a Parcelforce depot rather than having it collected from your address
- You can increase the level of compensation
- DHL and Parcelforce
- We provide a 'guaranteed collection or your money back' option
- Support - We provide traditional levels of customer service which includes parcel tracking facilities, e-mail contact and a direct phone number.
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| Yes, we offer affiliate options through Clixgalore and Paid On Results. If you register as an affiliate to Parcel2ship then you will receive commission on sales made to customers that you introduce. See here for more details. |
| If you just wish to place an order then simply use this web site. If you need some assistance then the easiest method is to email us at info@parcel2ship.co.uk. Alternatively we can be contacted between 9am and 5pm, Monday to Friday on 0845 519 0185 |
| We 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. |
| No, Parcel2ship will not pass on your details to any other company other than the courier responsible for your parcel delivery. |
| 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.
All your order details will be checked by our system as you place an order, this includes the weight and dimensions of the parcel. We will assume that the information you give us is complete and accurate and will prepare the documentation on the basis of that information. Any parcel sent which is heavier or bigger than you have stated could be liable for delivery surcharges. We cannot be held responsible for any information that is incorrect and the responsibility for any consequences rest with you. You are responsible for ensuring that the goods you are sending are both legal to export from the UK and legal to import into the destination country. See terms and conditions for more information.
All parcel collections must be from UK addresses ONLY. We cannot accept orders which require non-UK collections.
We will send you confirmation by email when we receive your order and again when we book the delivery with the courier. If your parcel is to be delivered by Parcelforce, DHL Air Service or Home Delivery Network then we will send you a set of labels by e-mail which you print out and attach to your parcel.
The courier will collect (unless you have opted to drop off your parcel yourself at a Parcelforce depot) your parcel from your specified address. You will then be able to track your parcel on-line through to delivery. |
| 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. |
| 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.
If your credit card is non-uk sourced, place your order and your credit card company will convert the transaction to US Dollars or your own currency. |
| 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.
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.
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| 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!
DHL calculate dimensional weight for road services as the length of the parcel when packed (in centimetres) multiplied by the height of the parcel when packed (in centimetres) multiplied again by the width of the parcel when packed (in centimetres) all divided by 4000. As an example if the parcel was 50cm long, 30cm wide and 25cm high, the dimensional weight would be (50 * 30 * 25)/4000 = 9.375Kg.
For Air Services DHL calculate dimensional weight as the length of the parcel when packed (in centimetres) multiplied by the height of the parcel when packed (in centimetres) multiplied again by the width of the parcel when packed (in centimetres) all divided by 5000. As an example if the parcel was 50cm long, 30cm wide and 25cm high, the dimensional weight would be (50 * 30 * 25)/5000 = 7.5Kg.
Parcelforce calculate dimensional weight as the length of the parcel when packed (in centimetres) multiplied by the height of the parcel when packed (in centimetres) multiplied again by the width of the parcel when packed (in centimetres) all divided by 5000.So using the example above, the dimensional weight would be (50 * 30 * 25)/5000 = 7.5Kg. |
| See above |
| 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.
The girth is parcticularly significant for Parcelforce deliveries since they have restrictions on the girth + the longest side of the parcel. The maximum girth + longest side will be quoted on each Parcelforce delivery on our site. |
| 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. |
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| 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 a Parcelforce Worldwide Depot (not a post office) 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. |
| 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 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. |
| All collections can take place between 9 and 5:30 for DHL and Parcelforce, and between 7am and 7pm for Home Delivery Network. It is not possible to be more specific than this however Home Delivery Network will attempt to send you a text message indicating approximate collection time if you supply a mobile phone number when you place your order. |
| 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. |
| see Enhanced compensation for Parcelforce services
Note that the standard compensation offered by Parcelforce, DHL and Home Delivery Network is £50 and is per consignment rather than per parcel. A consignment is created each time you complete an order form and add it to the cart. So if you choose to send 2 identical parcels by setting the 'number of parcels in this consignment' on the order form to 2 you will have a maximum of £50 compensation available in total for both parcels. If you require each parcel to have the full amount of compensation available then simply complete the order form twice, once for each parcel. |
| see Enhanced compensation for Parcelforce services
Note that the enhanced compensation offered by both Parcelforce and DHL is per consignment rather than per parcel. A consignment is created each time you complete an order form and add it to the cart. So if you choose to send 2 identical parcels by setting the 'number of parcels in this consignment' on the order form to 2 the enhanced compensation that you have chosen will need to cover both parcels. If you require each parcel to have the full amount of compensation available individually then simply complete the order form twice, once for each parcel. |
| Yes, there are a number of restrictions that the couriers apply to goods that they will carry. See here |
| Absolutely. You can place as many orders as you like into your shopping cart and then pay for them all together when you checkout. |
| 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:
- You wish to change or cancel your order after it has been placed with the courier
- Your parcel is bigger or heavier than you state when you place the order
- You are not in or your parcel is not ready to pick up when the courier arrives
- Your parcel is returned to you by the courier because it is rejected by customs or it is bigger or heavier than you state when you place the order and it is too big or heavy to send to the destination country.
- Customs have applied a surcharge
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| Guidelines on how to pack your parcel are available here |
| 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.
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| 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, DHL Air Service or Home Delivery Network 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 a DHL Road Service 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. |
| 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 a signed note but will be down to the drivers discretion. |
| You will need to contact us so that we can re-book the collection for you. There will be a £10 administration fee to re-book the collection. |
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| 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. |
| No. The couriers can arrive to pick up your parcel at any time between 09:00 and 17:30 (7am to 7pm for Home Delivery Network). It is not possible to book collection times that are more specific than this. |
| 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. |
| 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. |
| First, please track the parcel here. If you are still concerned please contact us and we will investigate further. |
| 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. |
| Please note the reason for the parcel being returned (should be on a label on the parcel) then contact our Customer Services. |
| 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 |
| 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 cannot be held responsible for any delays in 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 Parcelship cannot be held responsible for any delays in delivery. |
| Customs charges are dependant on destination country and items sent. Please contact the destination country customs service directly to calculate any charges applicable. |
| All countries and territories except those within the Free Trade Zone of the European Union |
| 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.
Please complete either a PROFORMA or COMMERCIAL invoice.
Please use Proforma if you are sending a non-commercial shipment for a non-business purpose, for example, a personal gift, sample or faulty part.
Please use Commercial if you are sending a commercial shipment with a commercial value.
You will need to produce 3 copies of the invoice to be given to the driver.
You can download a PROFORMA or COMMERCIAL invoice in either Microsoft Word or PDF format by right clicking on the links below and choosing 'Save as' .
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