This policy explains how we handle your shipment from booking to delivery: what we carry, how to pack it, how it travels, how charges work, and what happens if something goes wrong. It applies to every shipment we accept and forms part of your agreement with us.
1. Booking a shipment
To book, give us the collection and delivery addresses, a description of what is being sent, and its weight and dimensions. We confirm the price and the collection window before the shipment is picked up. It is your responsibility to describe the contents accurately: the price, the handling and the ability to cross a border all depend on it, and an inaccurate description can lead to delay, extra charges, or refusal.
Keep your tracking number safe. It is how you and the recipient follow the shipment on this site, and anyone holding it can see the shipment's status.
2. What we carry
We carry general goods that are legal, correctly described and properly packed. Two groups of goods need special attention: those we will never carry, and those we carry only under conditions.
Prohibited: never accepted
We do not carry these under any circumstances. If they are found in a shipment we will stop it, report it where the law requires, and the sender bears any cost of return or disposal.
- Cash, bearer instruments, precious metals and loose precious stones
- Firearms, ammunition, explosives, fireworks and their components
- Illegal drugs and controlled substances
- Flammable, corrosive, toxic or radioactive materials
- Live animals, and human or animal remains
- Counterfeit goods and anything that infringes a trademark or copyright
- Perishable goods that are not packed for the journey
- Anything whose carriage, import or export is against the law at the origin, along the route, or at the destination
Restricted: accepted only under conditions
We may carry these if they are declared at booking, correctly documented, and packed to the required standard. Some cannot travel by air and will move by road or sea instead, which affects the transit time. Restricted goods travel at the sender's risk.
- Lithium batteries, and equipment containing them
- Aerosols, paints, solvents and other limited-quantity dangerous goods
- Alcohol, tobacco and other duty-bearing goods
- Fragile, high-value or one-of-a-kind items
- Temperature-sensitive goods, medicines and medical devices
- Goods that require a licence or permit to import or export
If you are unsure which group an item falls into, ask us before you book rather than after the shipment is collected.
3. Packing your shipment
Good packing is the single biggest factor in a shipment arriving intact. Your goods must be packed to survive normal handling, sorting, stacking and vibration across the whole journey. We may decline a shipment that is not packed to travel safely, and a claim for damage to something that was inadequately packed will not usually succeed.
- Use a strong outer box in good condition, sized to the contents
- Cushion every item on all sides so nothing can move or touch the box wall
- Seal every seam with strong tape; do not rely on string, staples or a folded lid
- Wrap fragile items individually and mark the box as fragile
- Remove or cover any old labels and barcodes on a reused box
- Put a copy of the delivery address inside the box as well as on the outside
Pack to the value of the goods: something valuable or breakable needs more protection, not less.
4. Collection and transit
We collect within the window agreed at booking. Once collected, the shipment is scanned at each handover so its progress shows on the tracking page. A long gap between scans on a long route is normal; a gap after the shipment reaches its destination area is not, so tell us if you see one.
Transit times shown on this site are estimates in business days, not guarantees, and they can be affected by weather, traffic, customs inspection and events outside our control. Where a shipment will miss its estimate, we update the tracking page rather than waiting to be asked.
5. Delivery
We deliver to the address given at booking. Delivery is contactless: no signature or ID is required, and the tracking page updates at the moment the shipment is dropped.
If the recipient is not reachable or the address cannot be accessed, we hold the shipment and try again. If it still cannot be delivered, we contact the sender to agree what happens next. Please make sure the delivery address is complete and correct at booking, as a wrong address is the most common cause of a failed delivery.
6. International shipments and customs
Shipments crossing a border must clear customs at the destination. This needs an accurate description and value, and sometimes a licence or additional paperwork. Customs authorities can inspect, hold or refuse a shipment, and any delay this causes is outside our control.
Under-declaring the value of goods is unlawful and we will not do it. An accurate declaration protects you: it is the basis for both the customs assessment and any claim.
7. Fees and charges
Fees that apply to a shipment, including insurance, customs charges, duties and taxes, are the responsibility of the receiver unless agreed otherwise at booking. Where we pay a charge on the receiver's behalf, such as duty at the border, we recover it before or at delivery, and we tell you the amount before it is charged. Our own charges are the ones quoted at booking.
8. If something goes wrong
If a shipment is delayed, lost or damaged, contact us with the tracking number and we will investigate. For a damage claim, keep the shipment and all of its packaging exactly as it arrived, and photograph it, as we usually need to inspect the packaging. A claim is normally supported by proof of the value of the goods, such as an invoice or purchase receipt.
Compensation, where it applies, is limited to the declared value of the shipment or the limit set by any law or convention that applies to the route, whichever is lower. It does not extend to indirect losses such as lost profit or missed opportunity.
9. Your responsibilities in short
- Describe the contents and their value accurately
- Do not send prohibited goods, and declare restricted ones
- Pack the shipment to survive the journey
- Give a complete, correct delivery address
- Make sure the receiver is ready to accept the shipment and any charges due on it