Frequently Asked Questions

> Online Booking
> Collection & Delivery
> Packaging Advice
> Customs Advice
> Damaged Items
 

I don't want to book online, can I ring it through to you?
Im afraid all bookings must now be made online. Our rates are now the cheapest in the UK and to ensure they stay this way we must keep our overheads as low as possible.

Payment Methods
We currently accept the following payment methods:

Visa, Mastercard, Switch/Maestro, Solo, Delta, Electron and Paypal.

Do you offer credit accounts?
If you are a Limited Company and send more than 100 packages a week, we may be able to offer you an account subject to status. Please Contact Us

Why do I need a printer for some services?
Some of our services need a Shipping Label to be attached to your packages (these are highlighted in Step 1 of 8 when you are selecting the service you require), so you will need to be able to print these out.
For this, you will need a good quality B&W or colour printer and A4 paper.

Collection & Delivery

Can I specify a morning or afternoon collection?
Unfortunately not. Your package will be collected between 9.30am and 5.30pm on your chosen date.

Can you deliver items to the UK from abroad?
Yes, we can arrange great import rates.
Please visit Get a Quote and select Import Service for a competitive quote.

It's 4pm and my collection hasn't happened...
Collections are up until 5.30pm, please contact us at 4pm if you are concerned about your collection and we can chase the depot.

What compensation do I get if my package is not collected on time?
None of the major carriers guarantee their collections. If a service is guaranteed for next day delivery, this guarantee will only apply once the package has been collected.
Therefore we are unable to provide compensation for failed collections.

Will Parceldrop contact me if my collection fails?
Parceldrop.co.uk are a Courier broker and therefore not the collecting agent. We have very few issues with collection, but if the collection does not take place you will need to Contact Us so that we are aware and can arrange a recollection.

Packaging Advice

Does my item need to be boxed?
We operate a parcel delivery service. Every item must be boxed (or jiffy bag / envelope depending on size) to travel in our system.

What address details do I need to write on my package?
You must label all packages clearly with the destination address - a contact phone number is also helpful.
You may optionally add the sender's address, but this is not necessary.

How should I package my item?
We can only accept items that are professionally packed and are within a box ready for the driver.
The item must be cushioned, protected with suitable outer packaging and the corners protected.
If the item is not correctly packaged the driver may refuse to collect and if the contents are not protected adequately any claim will be invalidated if damage occurs in transit.
Please Click Here to visit our Packaging Advice section.

I'm not sure of the exact size or weight of my package.
You need to know this information to use our services.
If these details are wrong, you will be charged the extra delivery / collection costs plus a £15 administration fee.

Customs Advice

Will I have to pay Customs charges when I send / import a package?
This is unpredictable and is at the discretion of the Customs in the destination Country.
If they do impose charges, the recipient will be contacted by Customs directly and we cannot get involved in the process.
Please contact the relevant Customs in the Destination Country for further advice.

Damaged Items

Do I sign for my goods if they are damaged?
If the goods are damaged, please sign to accept but note on the delivery note that the goods are damaged.
If you sign for the goods in 'Good Condition' you will not be able to process a claim.

Do I need to keep the packaging?
If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging.
If the packaging is not kept this could invalidate your claim.

What cover does my consignment have?
All services come with an inclusive transit cover of £50. Additional transit cover can be added for an extra fee for values up to £500 per consignment. Exact charges can be found on step 2 of 8 during checkout.

What do I need to start a claim?
In order to process a claim the following are needed:
Firstly fill out an Insurance Claim Form
We will then contact you for:
*A photograph of the item
*A photograph and description of the packaging
*An invoice showing the value of the consignment

Who can start a claim?
Only the person that placed the order can start a claim and only the person who placed the order will be paid out.

How much time do I have to submit a loss or damage claim?
All claims must be received within 10 days of the collection date. We will not be able to process claims received after this date.

How long will my claim take?
The industry standard to resolve a claim is 8-12 weeks. Parceldrop.co.uk aim to conclude any claim received within 28 working days.

Are there any exclusions to the Transit Cover?
There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items on our Prohibited Items list, or if the item was not boxed or packaged sufficiently.
For the full list of exclusions, please refer to our Prohibited Items list.

How will I get my item back?
The damaged item must not be moved until the claim is completed as this will invalidate the claim.
If the claim is paid out in full, the item will not be returned. If repair costs are paid the item will be delivered back to you if you wish.