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Frequently Asked Questions

This FAQ section has been designed to answer the most common questions we receive from our customers.

If you have a question or require information that is not included below, please contact the PACK & SEND Customer Care team for Online Self Service on 0345 873 999 0 - Monday to Friday, 8.30 am – 5.30 pm or email the PACK & SEND Customer Care team at [email protected]

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What is PACK & SEND Online Self-Service?

When it comes to sending pre-packed parcels we offer you two solutions. They are, an Online Self-Service or personalised services available through any one of our retail Service Centres.
The Online Self-Service is an automated online ordering and payment system available to customers 7 days a week, 24 hours a day for sending pre-packed parcels. Once your order is booked, your parcel will be collected by our courier during your chosen pickup window.

What's the difference between an Online Self-Service and the personalised services avaliable from service centres?

Online Self-Service is an automated ‘Do It Yourself’ solution that requires you to package your goods, weigh and measure the packed goods, complete details online, print documents, apply delivery labels to the packed goods and track the delivery of the goods through our website using your assigned Online Self-Service tracking number. You need to be available for the driver to collect the parcel/s from your door or alternatively, you can drop off your parcel (once it has already been booked online) at a PACK & SEND Service Centre.

Certain items are classified by PACK & SEND as being incompatible for transport through our automated Online Self-Service system (due to their weight, size, value, fragility or nature of the item) and these are known as Prohibited Online Goods. Online Self-Service also has a Loss or Damage Warranty option for goods in transit, up to the maximum value of £1000.

In contrast to our automated online solution, PACK & SEND Service Centres are convenient locations across the UK that will provide a flexible and personalised level of customer service. Service Centres accept almost all types of goods and offer every sending service via road, air or sea – handling both packed goods and unpacked goods that we can professionally package. There are no weight, size or value restrictions on the goods we handle through a Service Centre. A Loss or Damage Warranty option for goods in transit is also available (including for highly valuable products such as works of art & antiques).

The personalised service at Service Centres includes assistance in preparing and reviewing shipment paperwork (which may include Consignment Notes, Air Waybills, commercial invoices and/or other clearance documents), address labelling of parcels and delivery follow up. Service Centres provide the flexibility of collecting your goods from your door at an agreed time or alternatively you can lodge your parcel at a PACK & SEND Service Centre for delivery.

What types of goods cannot be sent through Online Self-Service?

Prohibited Online Goods are items classified by PACK & SEND as being incompatible for transport through our automated Online Self-Service system. To view the list of goods that cannot be booked online, please visit the Prohibited Online Goods section.

Please ensure that your goods are not Prohibited Online Goods before you book your automated Online Self-Service order as surcharges do apply under our Terms & Conditions if we collect such goods. You will also be inconvenienced as a result of us either holding such goods for you to collect or you paying to have the goods returned.

Prohibited Online Goods may only be sent through the personalised services of a PACK & SEND Service Centre. If you have such goods, please contact your local Service Centre and speak to one of our packaging and freight experts, as there are no limits to how we can help you.

Do you have parcel size and weight restrictions for the Online Self-Service?

Yes, weight and size restrictions do apply to pre-packed parcels booked through the Online Self-Service. Acceptable weight and measurements for the Online Self-Service are:

  • Any single parcel that has an actual weight less than 30kg.
  • Any single parcel that has dimensions (longest length + girth) of less than 300cm or has the longest side measuring less than 120cm.

If you have a parcel that exceeds the above weight or size measurements then it is classified as a Prohibited Online Good. If you have such heavy and large goods please speak to an expert at one of our Service Centres for a personalised service – as there are no weight or size restrictions to the goods handled through our Service Centres

Can I import goods into the UK from overseas?

Yes, our Online Self-Service supports the online booking for the collection of parcel/s from any country in the world for delivery to any destination in the UK.

If you are to be the receiver of the parcel/s in the UK, you must after making the online booking ensure the following:

  • You immediately forward the shipping/address labels and carrier documents that were emailed to you after the booking to the sender of the goods in the other country. This person must print out the carrier documents (so they can be handed to the driver on collection) then print the shipping/address labels and securely attach them to the parcel/s ready for pickup. Without a shipping label secured to the parcel/s and the carrier documents, the driver will refuse to pick up the goods.
  • You must inform the sender of the pickup date nominated by you in the booking. If our carrier attempts pickup from the sender and they cannot collect the goods, then a Failed Collection Charge Surcharge will apply.

Please note also, to accept goods through the automated Online Self-Service system, the person booking the order must be a UK resident and using a UK registered credit card.

Are Online Self-Service prices the same as service centre prices?

No. We offer two very different solutions for sending pre-packed parcels – and our prices are different for each solution because the value being provided to you is also different. One solution is a full personalised service (Service Centre) and the other is a ‘do-it-yourself’ solution (Online Self-Service).

If you send a pre-packed parcel through a Service Centre, you will receive a very competitive price based on a personalised level of customer service. Even with our extra value of personalised services, our Service Centre prices are typically cheaper than prices offered on the websites of the world’s largest courier companies.

Our automated Online Self-Service provides you with the option of a more economical delivery service based on you ‘servicing yourself’. If your goods meet the acceptable criteria for our automated online delivery solution, and you manage the booking and preparation process yourself, then we provide you with an economical ‘self-service’ price.

Do I need an account to make a booking?

No. At PACK & SEND you can book your shipment without the need to establish an account.

The Online Self-Service is an automated system where payment is taken once your order has been booked with us online. We currently accept the following payment methods: Visa, MasterCard and American Express.

PACK & SEND Service Centre’s accept credit cards and cash and may provide other payment options.

Can I make an Online Self-Service booking over the phone?

Online Self-Service does not accept phone bookings. Our very economical Online Self-Service prices are only possible because this service is a DIY option.

Our Service Centre’s, of course, welcomes phone bookings and enquiries for their personalised services.

Can I make a booking if I am the receiver?

Yes. If you are to be the receiver of the parcel/s in the UK, you must after making the online booking ensure the following:

  • You immediately forward the shipping/address labels and carrier documents that were emailed to you after the booking to the sender of the goods in the other country. This person must print out the carrier documents (so they can be handed to the driver on collection) then print the shipping/address labels and securely attach them to the parcel/s ready for pickup. Without a shipping label secured to the parcel/s and the carrier documents, the driver will refuse to pick up the goods.
  • You must inform the sender of the pickup date nominated by you in the booking. If our carrier attempts pickup from the sender and they cannot collect the goods, then a Failed Collection Charge Surcharge will apply.

What is the cut off time to book a pickup today?

You can make an online booking at any time, day or night. Same-day pickup is available for selected locations, otherwise, parcel collection will occur the next business day. Drivers typically collect parcels anytime between 9:00 am and 5:00 pm. If you do not wish to wait until the courier driver collects your booked parcel, you can nominate in your online booking that you will drop off your parcel at a selected PACK & SEND Service Centre.

Same-day pickup is only available for selected postcodes and suburbs prior to certain times. If you do require a same-day pickup but it is not available via Online Self-Service, please contact your nearest PACK & SEND Service Centre who will be able to assist you with their flexible and personalised services.

Can I cancel or change a booking after it has been confirmed and paid?

To request a cancellation or change a booking. please contact the PACK & SEND Online Self Service Customer Care team via telephone or email:

Telephone: Call the PACK & SEND Customer Care team for Online Self Service on 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm

Email: Email the PACK & SEND Customer Care team for Online Self Service at [email protected]

Please note that a Booking Alteration Surcharge applies for any changes and a Return Surcharge may apply if your goods have been collected and need to be returned to you.

What happens if my package weight and dimensions are wrong?

To use the Online Self-Service you will need to provide us with the exact size and weight of your parcel/s. If these details are wrong, a Correct Weight/Dimensions Surcharge will be applied.

Our couriers use automated systems to check the weights and dimensions of shipments. This information can take some time to be confirmed to PACK & SEND and you will be automatically charged at this point. If you feel the information is incorrect then you can contact the Service Centre whose details appear on the Tax Invoice/Freight Job Itinerary that was emailed to you at the time of your online booking – and they will dispute the matter on your behalf providing you can supply the Service Centre with evidence to support your claim.

Do I need a printer?

Yes. You will need a good quality ‘black & white’ or ‘colour’ printer for the Online Self-Service to print a Consignment Note/Address Label for each parcel and documentation for international consignments.

The printer needs to be a minimum 300 DPI laser or inkjet.

What do I need to print out for the driver?

The Online Self-Service requires you to print the following:

  • Shipping Labels: Print the provided Shipping Labels and attach them securely to your packages. These should be attached securely with clear packaging tape (not sticky tape or cellophane tape). There should be 1 label per package.
  • Address Labels: Print the provided Address Labels and attach them to your packages. These should be attached securely with clear packaging tape (not sticky tape or cellophane tape. There should be 1 label per package.
  • Carrier Documents (not required for all bookings): Print the Carrier Documents and then sign and print your name on each page. Do not attach these pages to your package, but have them ready to hand to the driver upon collection or hand to the PACK & SEND Service Centre if you have chosen a ‘Drop Off’ service.

The above forms are provided to you already completed on the confirmation booking page and via email.

Who do I contact if I can't print the supplied documents?

If the problem is that you have misplaced your confirmation email that contains the booking details and documents, then please contact the PACK & SEND Customer Care team for Online Self Service via phone on 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm or via email on [email protected] – and they will arrange to resend this email to you.

Please note that the documentation is emailed to you in a PDF file format. PDF files can be viewed or printed using a software program called Adobe Reader. If your computer does not have Adobe Reader software, you can download it for free from https://get.adobe.com/reader/

If the problem is with your printer, you will need to contact the PACK & SEND Customer Care team. You must then either postpone or cancel your booking as the courier driver or Service Centre (if a Drop-off service has been selected) will not accept your parcel/s without the required documentation or correct shipping labels securely attached to the parcel/s. Please note that additional charges may apply for any changes or cancellations.

What do I do if I have lost all booking details and documents?

Booking details and documents are emailed to you for your records. If you have misplaced this email then please contact the PACK & SEND Customer Care team for Online Self Service (phone 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm or via email on [email protected] ) – and they will arrange to resend this email to you.

I have not received my documentation/label by email for attaching to my parcel.

The email that contains all of the documents may have got caught in the Spam folder of your email program (depending on your spam filter settings). Please check your Spam folder in your email program and verify if the shipment documents are there.

If not, then please contact the PACK & SEND Customer Care team for Online Self Service (phone 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm or via email to [email protected] ) – and they will arrange to resend this email to you.

How do I track my parcels?

Our Online Self-Service requires that you have the responsibility to track the delivery of your parcel. To do this, simply go to the Self Service Tracking Page of our website, click on Track & Trace in the top right-hand corner, then enter your Online Self-Service tracking number and click on the Track button. You will then be able to see all information relating to the status of the delivery of your package.

What can I do if I have lost my tracking number?

Your Online Self-Service tracking number is provided in the document emailed to you after your booking.

If you have misplaced this email then, then please contact the PACK & SEND Customer Care team for Online Self Service (phone 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm or via email on [email protected] ) – and they will arrange to resend this email to you.

Can I specify a certain pickup time with the Online Self-Service?

You can make an online booking at any time, day or night. Same-day pickup is available for selected locations, otherwise, parcel collection will occur the next business day. Our courier drivers typically collect parcels anytime between 9:00 am and 5:00 pm. Online Self-Service does not provide the option to specify a specific collection time for your parcel.

If you do not wish to wait until the courier driver collects your booked parcel, then when making your online booking you should choose our ‘Parcel Drop Off’ solution. This service option allows you to choose a convenient PACK & SEND Service Centre where you can drop off your parcel (that has already been booked online) at a time that suits you during Service Centre opening hours.

Same-day pickup is only available for selected postcodes and suburbs prior to certain times. If you do require a same-day pickup but it is not available via Online Self-Service, please contact your nearest PACK & SEND Service Centre who will be able to assist you with their flexible and personalised services.

Can I change the pickup date after I have made an Online Self-Service booking?

Yes – However, you will need to urgently please contact the PACK & SEND Customer Care team for Online Self Service Service (phone 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm or via email on [email protected] ) – so that they can amend your booking accordingly.

Please note that a Booking Alteration Surcharge applies for any changes. Please note also, if you change the collection date on the day of pickup and our courier has already been to your address for collection, then a Failed Collection Charge Surcharge may also apply.

Will I be contacted if my goods aren't picked up?

The Online Self-Service is an automated ordering system that books the collection of your parcel for your chosen pickup date. If this automated collection fails please contact the PACK & SEND Customer Care team for Online Self Service (phone 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm or via email to [email protected] ) – so that they are made aware and can arrange an alternative collection as soon as possible.

What happens if no one is home when the courier arrives?

If you are not available to hand over the parcel to the courier on your nominated pickup date, then you will incur a Failed Collection Charge Surcharge.

If you do not wish to wait until the courier driver collects your booked parcel, then when making your online booking you should choose our ‘Parcel Drop Off‘ solution. This service option allows you to choose a convenient PACK & SEND Service Centre where you can drop off your parcel (that has already been booked online) at a time that suits you during Service Centre opening hours.

What happens if there is a problem with my delivery?

Our Online Self-Service requires that the customer has the responsibility for tracking their orders.

If there is a problem with your delivery, please contact the PACK & SEND Customer Care team for Online Self Service (phone 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm or via email on [email protected] ). They will then contact our shipping partner to attempt to resolve this for you.

Can you deliver to P.O boxes and parcel lockers?

No. Our Online Self-Service can only deliver to a full street address. We cannot deliver to a P.O Box or Parcel Lockers.

Can you pickup from online retailers or airports?

Our automated Online Self-Service cannot collect packed goods from any Online depot or collect packed ‘lost & found’ goods from Airlines at any airport. These collections require the personalised services of a PACK & SEND Service Centre. Please contact your nearest Service Centre so that they may help you.

Can I hand over my booked Online Self-Service parcel at a PACK & SEND service centre for pickup by the courier?

Yes you can. However, when making your online booking you must choose the ‘Parcel Drop Off’ option. This service option will allow you to choose a convenient PACK & SEND Service Centre where you can drop off your parcel (that has already been booked online) at a time that suits you during Service Centre opening hours.

Can my booked Online Self-Service parcel be delivered to a PACK & SEND service centre for collection by the receiver?

Yes. However, when making your online booking you must choose the ‘Hold for Collection‘ delivery solution. This service option will allow you to have your parcel delivered to your nominated PACK & SEND Service Centre where it will be held for pick up by the recipient at a time that suits you during Service Centre opening hours.

PACK & SEND will automatically email you when your parcel has arrived at the Service Centre and is ready for collection.

How do I know what PACK & SEND service centre I should use for parcel drop-off service or hold for collection service?

When making your online booking, you will need to complete your address details – and at that time you will be asked to choose the Service Centre that is most convenient to you. On the ‘address details’ page, you can select a Service Centre from a drop-down list or by conveniently viewing locations on a map.

How should I describe my items?

For international shipments, it is very important that you are as descriptive as possible, describing each and every item individually. Do not record descriptions as simply ‘gift’ or ‘goods’. If your item is not descriptive the shipment will probably be subject to delays.

What is a customs invoice and why is it important?

A Customs Invoice is used for Customs purposes when exporting goods overseas or importing goods into the UK. The Customs Invoice includes information such as product description, the reason for export, the value of goods etc.

The Customs Invoice is important because it allows Customs in the destination country to assess whether duties or taxes are applicable. No international shipment can be cleared through Customs unless a completed Customs Invoice is available.

Based on the information you have provided during the online booking process, PACK & SEND automatically generates the Customs Invoice for you when your Online Self-Service booking has been confirmed. You then must print this Customs Invoice and hand it over to the driver (or Service Centre if you chose the Parcel Drop-Off service).

Will customs charges be applicable when I send my goods overseas?

Your goods will be subject to local customs control and charges such as duty, Goods and Services Tax (VAT) and other taxes may be applicable depending on the commodity, its value and the destination country. If any additional charges are applicable then these will need to be paid by the receiver who will be contacted directly from the destination country.

PACK & SEND cannot provide any detailed information in relation to customs queries. Please visit the destination country’s customs or border security websites should you require further information.

What value do I place on my goods?

For international packages, a true market value of the goods is required so that the calculation of any applicable duties and taxes against the goods can be assessed by Customs.

The declared value is also important should you need to make a warranty loss or damage claim.  If you under-declare the value at the time of booking, you will not be able to claim a higher value for warranty purposes.

What payment options do you provide for online bookings?

Our automated Online Self-Service currently supports payment by Visa and MasterCard credit and debit cards, and American Express.

How do I know my payment is safe?

PACK & SEND operates a fully encrypted and secure payment gateway for all Credit Card transactions.

How do I know you received my payment?

Once your Online Self-Service booking has been confirmed, you will receive via email confirmation of the booking a ‘Tax Invoice/Freight Job Itinerary’, and instructions on what to do next.

Can I get a refund if I cancel a booking?

Yes, providing your goods have not yet been collected. Bookings may be cancelled no later than 10 am on the date of pick-up by contacting the PACK & SEND Customer Care team for Online Self Service (phone 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm or via email on [email protected] ) with the Tax Invoice/Freight Job Itinerary that was emailed to you at the time of your online booking. A Cancellation Surcharge will apply.

If cancellation occurs after 10 am a Cancellation Surcharge will apply, together with a Return Surcharge if your goods have been collected and need to be returned to you.

Do you have credit card surcharges?

No. The Online Self-Service prices quoted on the website represent the total cost (including VAT & Fuel Levy). PACK & SEND does not charge any credit card surcharge fees.

Are there any other possible charges I should be aware of?

In addition to the delivery charge, we may charge you the surcharges as outlined in the Online Self-Service Terms & Conditions schedule if they apply to you. These additional surcharges will be charged to your credit card account used to complete the automated Online Self-Service booking.

How should I pack my items?

Our automated Online Self-Service system can only accept goods that have been prepared and packed safely and carefully by you to a standard as published on our website. This requires your goods to be packed in a box with internal cushioning sufficient to protect the goods from shock, vibration, compression and short drops during transport. To reduce the risk of damage to your goods and also minimise the risk of delay, please visit the Packaging Guidelines and Standards section.

What do I do if I am not sure of my package weight and dimensions?

You need to know this information to use the Online Self-Service. A Correct Weight/Dimensions Surcharge applies when your packed goods are re-weighed or re-measured and it is calculated as being heavier than the weight you booked online

Do I need to write any information on the packages?

No. All documentation will be emailed to you to place on the packages.

Where should I stick the paperwork and labels?

You must securely attach the documentation that will be emailed to you after you have confirmed your Online Self-Service booking. You must securely place the bar-coded label on the package. See Packing guidelines

Do I need to leave the package open for the driver?

All packages for domestic and international delivery must be sealed with the documentation securely attached.

What is the freight loss & damage warranty option?

Freight Loss & Damage Warranty is an extended service option available for purchase by the customer that is subject to our Terms and Conditions including PACK & SEND providing a warranty for physical loss or damage to your goods whilst in our care, custody or control.

What does the freight loss & damage warranty cover?

If goods are lost whilst in our care we will pay you the market value of the goods, up to the amount you have nominated in your Online Self-Service booking. If the goods are damaged whilst in our care, we will pay the cost of repair up to the amount nominated in your Online Self-Service booking.

Please view our Online Self-Service Terms and Conditions section to check what goods are excluded from the Freight Loss & Damage Warranty cover and the terms of warranty cover. Exclusions include damage or loss to Prohibited Online Goods and any goods not packed in accordance with our Packaging Guidelines and Standards.

Why should I purchase freight loss & damage warranty cover?

Transport companies aim to provide a distribution service for their customers that is affordable and encompasses reliability, timeliness, and safe delivery. To minimise the transport charges to the community, all carriers throughout the world disclaim to the extent permitted at law all liability for loss or damage of the goods they carry.

All freight companies, therefore, offer to carry the freight under conditions that place the risk of loss or damage on the owner of the goods. Unfortunately, mishaps do occasionally occur, causing loss or damage to a client’s goods. Freight Loss & Damage Warranty endeavours to provide protection for these potential events.

How do I purchase warranty cover?

You simply choose the Freight Loss & Damage Warranty option in your Online Self-Service booking. You will need to enter the value of the goods and you will be charged 2.2% on the value of your goods for this extended service option.

It is important that you declare the true market value of the goods. If the declared value of goods is less than their actual market value at the time of the loss or damage, the amount of the claim will be reduced in the same proportion as the declared value bears to the actual value.

Online Self-Service only provides warranty cover up to the value of £1000. Please note that there is NO warranty cover available whatsoever for items included on our Prohibited Online Goods list.

It is also not possible to take out Freight Loss & Damage Warranty cover should you choose to book an ATL (Authority To Leave) service.

What do I do if my goods are damaged?

If the goods are damaged, please sign to accept but note that the goods are damaged. If you sign for the goods in ‘Good Condition’ you will not be able to process a claim.

What is the process for making a warranty claim?

Please contact the PACK & SEND Customer Care team for Online Self Service (phone 0345 873 999 0 – Monday to Friday, 8.30 am – 5.30 pm or via email on [email protected] ) within 7 days of the date that the cause of action giving rise to the claim arose.

You will be required to complete a claim form.

You may be asked to supply supporting documents which may include photographs, independent quotes, and invoices to support your valuation of the Goods and repairer’s invoices. You must prove market value/loss at your own expense.

You must lodge your claim form and any supporting documents online within 30 days of the date that the cause of action giving rise to the claim arose.

Your claim will then be assessed.  Once approved, claims will generally be paid within 60 days of lodgement and funds will only be deposited into the credit/debit card used for the payment of the Online Self-Service.

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