Customer Help and Support
Cancellations, failed collections, collection times and more.
Quote cancellation
If you are sending the parcel yourself, you can cancel the quote by contacting us
via the online contact form giving us your quote number.
Quotes that have not been received within 4 weeks will be automatically cancelled.
If we have not already booked the courier, you can cancel the quote
via the online contact form giving us your quote number.
If we have already booked the courier, you may be able to rearrange a later collection date
by contacting us using the online form.
If you decide to cancel your quote after the courier has been booked or you do no contact us within 48 hours
of a failed collection, you will be liable for a courier cancellation fee of £10 per parcel.
Failed Collections
You need to contact us if the courier fails to collect your parcel - even if the driver leaves a card.
Please report a failed collection via the online contact form giving your quote number and details of the next convenient
weekday that you are available.
The courier can only accept next day rebookings if the rebooking is sent before 4pm the day before (Monday to Friday).
If you do no contact us within 48 hours of a failed collection, you will be liable for the courier cancellation fee of £10.
What stage is my Quote at now at?
The quote status page will show you the current status of your quote. You must be logged in to use this feature.
What if my parcel goes missing?
If you have chosen to send the parcel yourself, you will be responsible for ensuring that the parcel is adequately
insured and we accept no responsibility for loss in post. We recommend that you take out sufficient
insurance when you book the courier.
If we have arranged the courier, we take responsibility for loss in post subject to the parcel being packed and addressed
according to our packing guidelines, providing you retain the consignment note as proof of collection.
It is extremely rare that a parcel is lost in post if it is sent using a tracked courier
service. However, it is not uncommon for items to go missing due to poor packing.
We take no responsibility for partial or total loss due to the following:
-
Some of the contents missing due to an inadequate box
- Insufficient tape on seams
- Insufficient padding inside the box
- Failure to attach the courier label correctly
- You can not provide the courier consignment note to us
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