FAQs
What time on the scheduled day will my parcels be collected?
Pick ups are any time between the hours of 8am and 6pm, Monday to Friday only; unfortunately we are unable to provide more specific ETAs. This means the person at the collection address needs to stay at the collection address within these hours.
What if I can’t stay in all day?
We can either uplift from the persons work address or goods can be left safe. If you choose to leave the goods safe, a note for the driver must be left directing him to the parcel and giving authorisation for the driver to uplift. Please be aware that customers do this at their own risk.
I have missed the driver when he came for a collection, what do I do?
Please fill out the missed collection form to arrange a new collection date. A maximum of two further attempts will be made over and above the initial attempt. If after three attempts uplift is unsuccessful, the collection will be put on hold until the person making the booking can give a 100% guarantee that there will be someone at the address for uplift before we will arrange to return.
How long does delivery take?
Delivery is normally next working day, excluding Scottish Highlands and Islands and Northern Ireland, Isle of Man. That means if goods are collected day one they are delivered day two. i.e. goods collected on a Tuesday will normally be delivered on a Wednesday. Friday collections are normally delivered on a Monday.
Is this guaranteed?
No. We currently deliver 98.7% next working day and strive to give the best possible service. Due to logistical problems, occasionally a parcel may miss a connecting trunk and there are certain factors out with our control such as acts of god, severe weather conditions, traffic delays etc.
Do you offer a money back guarantee?
If your parcel is delayed and not delivered the next working day, we will endeavour to deliver as soon as physically possible. Therefore we will still provide the service and therefore no refund will be given.
I have missed a delivery, what do I do now?
We will attempt a delivery the next working day. A card will be left by one of our drivers on both attempts, please read the instructions on the card, and call the number supplied to rearrange a convenient day for redelivery. If we do not receive a response to the card within 3 days the parcel will be returned to our holding warehouse and redelivery costs will be incurred.
Can I change delivery address free of charge?
You can change delivery address free of charge prior to the parcel being collected. However if the parcel has already been collected, the parcel will then need to be redirected through the system and this will incur additional costs as this amounts to another delivery.
Can the driver call me when he is close by for either collection or delivery?
Unfortunately, our drivers use handheld digital scanners where their information is sent digitally, they do not have a company phone which they can call out on. Therefore this service is not available.
Are my deliveries insured?
Please refer to our terms and conditions for liability cover queries.
How to I register a liability claim?
Any liability claim must be submitted in writing or by email, within three days of receiving the parcel, out with this time the claim will be null and void.
How do I need to package the items?
Parcels should be fully packaged to avoid damage to goods in transit. For further information please refer to our packaging requirements. The customer remains responsible for ensuring packaging and labelling is adequate for transportation.
The onus is on you, not the driver to ensure your package is the correct weight and dimensions as declared, package may be rejected at the collection depot or even the hub if any one parcel is over 30kg or not as declared by the person making the booking. The driver will use their own discretion as to whether the parcel is adequately packaged and is at liberty to refuse collection should he feel it is not packaged sufficiently and could be damaged in transit.
What happens if my parcel is larger than the restricted dimensions?
All parcels are subject to volumetric checks. If your parcel is bigger than the restricted dimensions or is volume checked you will be charged accordingly. Your parcel will be put on hold until this payment is made.
How long will a liability claim take?
A liability claim will normally take eight to twelve working weeks, from the time the claim is lodged to the time funds are paid out.
Can I arrange to collect my parcel(s) from you?
Yes you can arrange to collect your parcel(s) from your local depot. If you are collecting your parcel(s) from your local depot please bring the card left by our driver together with two of the items from the list below:
- Recent utility bill
- Driving Licence
- Passport
- Bank Statement
Wherever possible please bring at least one form of photo ID.
What if I miss my international delivery?
If we are unable to deliver to your International Delivery Point, and your items are returned to our local international agent, you will be given a time scale to make alternative delivery arrangements. You must adhere to this deadline. If we are unsuccessful in contacting you on the details you have provided us with for the recipient, the item will be returned to the UK at your cost.
What are your terms & conditions?
Please view our terms & conditions for more information.