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Frequently Asked Questions

Creating and sending shipments

How do I search for an address or postcode?

The first step on the ParcelHero® shipment wizard enables you to search by name or postcode for the address you're shipping to. If you have not sent there before, then search by postcode, after you have entered the postcode, if it still does not come up, then simply type the address into the box below.

Why are there different services available to different countries or postcodes?

Each postcode can have a different delivery time, different collection cut off time and different service availability. When you enter your shipment information in the Quick quote, ParcelHero® will show you the available services and transit times for that particular destination. If you don't see the service you need, it's worth clicking on the live help, or contacting us, to see whether we can help.

Can ParcelHero® collect same day?

Yes however it must be within the collection cut of time for your area and sometimes it costs more. The Quick quote will always present all the available collection and delivery options to you, so if there is a same day collection available at the time you do the quick quote, ParcelHero® will give you that option.

Why do the surcharges change and how do I work them out?

Surcharges are dependent on the type of shipment you send. There are surcharges for large items or deliveries to remote areas. For a full list of our surcharges, click here.

What surcharges can be added to my shipment after I have sent it that is not included in my quote?

If you misdeclare the dimensions of your parcel then the following charges may be applied:

  • Misdeclaration – administration charge
  • Special Handling
  • Over limit Fee (If the parcel is oversize)

If there is a problem with delivery, the following surcharges may be applied:

  • Undeliverable Shipments
  • Address Correction
  • Storage

To view a full list of our ‘additional charges' click here

If you're shipping or importing outside the EU then customs charges may be applied, click here for more information.

What size and weight restrictions are there on ParcelHero.com?

The maximum size and weight of each parcel is detailed in our 'service restrictions' section, to view, click here.

What is volumetric weight and how can I work it out?

A parcel is billed on either its physical weight or volumetric weight, whichever is the great. When you enter the dimensions of each parcel, ParcelHero® automatically calculates the volumetric weight for you. You can also use our ‘volumetric weight calculator'

What happens if I make a mistake when entering the volumes or weight?

If you enter the wrong information when creating a shipment, then the price will change. If we have to adjust the price of your shipment due to in-accuracies in the weight or dimensions, there is an administration charge of £5. Please see our additional surcharges for more information.

What additional documentation is required?

There will normally be two labels produced for each package. The main copy goes on each package and the space label, known as the ‘archive label' is given separately to the driver. In addition for each shipment there is also a manifest printed, which should be signed by the driver upon collection. This is your proof of shipping. If you don't get your manifest signed then you may be unable to claim for your goods if they are lost.

Tracking my shipment

How can I track my shipment?

Every parcel label has a tracking number; you can track your parcel on the ParcelHero.com home page, using this number. However once you register with us, all you need to do is login, and you can track any shipment in transit, even if you don't have a tracking number!

What happens if my collection is delayed?

If the courier does not turn up to collect your parcel, it may be due to the fact they have had problems locating your home or office. Please contact us as soon as you realize there is a problem. If we find the collection has failed, we will also act to resolve the situation as soon as we realize there is an issue.

What sort of delays can affect my package?

ParcelHero® is not just any courier, we help resolve delays in transit. There are all sorts of delays that can affect a shipment in transit, here follows some examples:

Collection and delivery problems:

  • Collection problems – The courier may not be able to locate your home or office.
  • Delivery problems – The courier may not be able to locate the delivery address.

Delays outside our control:

  • Weather delays
  • Customs delays (If shipping outside the EU)
  • Flight technical problems
  • Vehicle breakdown
  • Courier may run out of time due to congestion on the road or accidents

Courier delays:

  • The depot may make an error and not ship or dispatch your parcel for delivery.
  • Your parcel may be miss-routed to the incorrect depot for delivery.

Other Support Questions

How do I package my parcel correctly?

View the ParcelHero® packaging guidelines for help and guidance on ensuring your parcel is safe for transit. If your goods are not properly packaged, you may be unable to claim if they are damaged in transit.

How do I make a claim and how long does it take?

To make a claim, you need to complete a claim form and send it in writing to ParcelHero.com Limited along with supporting documentation, within 5 working days in the case or damage and 14 days in the case of loss. We aim to resolve most claims within 28 days from receipt of the claim. For more information, please see our claims procedures.

Registering

How do I register and what benefits do I get?

Registration is free, and takes less than a minute. You're under no obligation and you can use ParcelHero® as much or as little as you like, but the more you use us, the more benefits you get! To register, click here.

Claiming and Limits of Liability

  1. If my Consignment (for domestic carriage) is lost or damaged, how much can I claim?

    Subject to our Service Terms, where Enhanced Cover is NOT purchased as a PH Optional Service, subject to the maximum value of fifty pounds (£50.00), our liability in respect of loss or damage to Your Consignment is limited to the repair or replacement cost of the Item (whichever is the least costly option) or, if irreparable, the replacement cost of the Item (Clause 16.7).

  2. If my Consignment (for international carriage) is lost or damaged, how much can I claim?

    Our liability in respect of loss or damage to Your Consignment is set down in the Convention Rules. Where Enhanced Cover is NOT purchased as a PH Optional Service, our total maximum liability to You depends on the mode of carriage being used as follows:
    Mode of CarriageLiability Limit for compensation
    Road8.33 SDRs per kilogramme
    Air17 SDRs per kilogramme
    Sea666.67 SDRs per container or 2 SDRs per kilogramme

    In addition, all Charges incurred in respect of the Consignment shall be refunded in full in the case of total loss and in proportion to the loss sustained in the case of partial loss. No further compensation shall be payable (Clause 14.2).

    NOTE: A ‘SDR' or ‘Special Drawing Right' is a unit of account adopted by the International Monetary Fund (IMT) which is referred to as a Special Drawing Right. The value accorded to 1 SDR fluctuates but can be found here.

  3. How long do I have to make a Claim in the event of my Consignment being lost or damaged?

    Your Claim must be made in writing to us according to the following:
    IssueClaim Time Limit
    Consignment LostThirty (30) days from Collection
    Consignment DamagedFourteen (14) days from Delivery

    (Clause 18.3).

  4. What are Excluded Items?

    Excluded Items are Items which are not ideally suited for transportation on a courier network unless professionally packaged. Subject to our Service Terms, except for where We agree with You in writing that an Excluded Item Exception shall operate in respect of Your Consignment, Excluded Items are intended by us to be those Items that we will accept for transportation BUT which will only be carried at Your sole risk and will NOT therefore be eligible for any compensation under either the standard limits of liability or any Enhanced Cover. Excluded Items are listed as Compensation Exclusions (Clause 7.12).

  5. What is Enhanced Cover?

    If You are not happy with the standard compensation limits of liability set out in FAQs 1 and 2 in respect of compensation for lost or damaged Consignments, You can arrange for a higher level of compensation limit to apply to Your Consignment. To do this, You must pay a Surcharge to us to purchase Enhanced Cover up to a maximum value of twenty thousand pounds (£20, 000.00) per Consignment during the purchase process (Clause 17).

  6. Does Enhanced Cover provide me with cover for Excluded Items?

    No. Unless an Excluded Item Exception applies, Enhanced Cover does not cover Excluded Items (Clause 7.12).

  7. If I choose Enhanced Cover, do any restrictions apply?

    Enhanced Cover shall not apply:
    • where there is solely damage to exterior Packaging;
    • where Items are not packaged in accordance with our Labelling and Packaging Criteria;
    • to Prohibited Items; and,
    • Excluded Items

    IMPORTANT NOTE: The maximum Enhanced Cover per Consignment for jewellery or watches is five hundred pounds (£500.00) and We are unable to provide Enhanced Cover for works of art where the artist concerned is deceased (Clause 17.2 and 17.3(b)).

  8. If I wish to send a Consignment which is of e.g. a size, type or value which is not expressly provided as an option on Your website by way of Your order process, Service Terms or otherwise, what can I do?

    Please Contact Us with all the details and We shall endeavour to assist You.

  9. When can I NOT make a Claim?

    We will not be liable to You and You will not be able to make a Claim where:
    • Your PH Login is unlawfully used by another (Clause 5.6);
    • You omit to place a ‘Heavy Package Label' on any Package that weighs over 25kg (Clause 7.4);
    • loss, damage or deterioration occurs to one or more Perishable Items (Clause 7.10);
    • Your Consignment is delayed as a result of it being accompanied by incomplete PH Documentation including customs documentation(Clause 9.1);
    • in respect of a Consignment delivered to the Delivery Point or Substitute Delivery Point , a person misrepresents his authority to receive the Consignment on the Consignee's behalf; or where We deliver it in accordance with instructions from, or purporting to be from, Consignee or Customer (Clause 10.11);
    • any Items suffer loss, damage or deterioration whatsoever when they are held by way of a PH Lien (Clause 12.3(f))
    • loss, damage or delay is caused (Clause 14.5):
      1. by Your wrongful act or neglect;
      2. by Your instructions;
      3. by inherent vice of the Items; or,
      4. through circumstances which We could not avoid and the consequences of which We were unable to prevent.
    • damage is caused by delay if We took all measures that could reasonably be taken to avoid such damage, or, it was impossible for such measures to be taken where Convention Rules apply (Clause 14.9);
    • You incur Losses due to a delay, in particular, any delay due to (Clause 15.1):
      1. Force Majeure;
      2. acts or omissions of customs or other regulatory agencies;
      3. our due adherence to our Service Terms regarding the payment of duties and taxes;
      4. the Consignment being held up in customs for formal entry clearance or because duty is payable;
      5. the Consignment being seized by any customs authority; or
      6. the PH Documentation pertaining to customs being incomplete or incorrect.
    • for any consequential, special or incidental loss or damage except in limited circumstances if You are a non-business Customer which can be found at Clause Clause 16.2;
    • You tape or affix multiple parcels together, without enclosing them in a single outer box, and one of the Packages becomes detached (Clause 7.8);
    • Labelling and Packaging Criteria are not complied with (Clause 7);
    • You fail to submit a Claim within the Claim Time Limits set out in Clause 18.3;
    • Your loss is due to any factor listed in Clause 16.8 of our Service Terms.

  10. What are Prohibited Items?

    We do not accept Prohibited Items for carriage and such are deemed to be Undeliverable Consignments. Prohibited Items are Items that are either restricted items that You cannot ship freely, or Items which may be dangerous if transported by air. In the most serious cases, if You ship a Prohibited Item in Your Consignment, You may be liable to prosecution (Clause 7.11).

  11. What are the Labelling and Packaging Criteria?

    All Packages must be Correctly Packaged (including exterior and interior packaging materials) and have a Label attached in accordance with Our Labelling and Packaging Criteria and all Packages must comply with the laws and regulations of each country through which the Items may be carried which shall be Your sole responsibility. If You fail to comply with the Labelling and Packaging Criteria You risk damage being caused to Your Consignment and in such circumstances, You will not have a Claim (Clause 7).

  12. Is there anything I should know regarding ‘pallets'?

    Pallets must be palletized, stackable, and able to be lifted by a forklift and shrink-wrapped or banded together. You should Contact Us in advance if You have unstackable pallets and You may incur Additional Surcharges which can be quoted prior to shipping. If Items are palletised, You will need to procure the provision of a loading bay for loading and unloading. The Labelling and Packaging Criteria shall apply (Clause 7.9).

  13. Is there anything I should know regarding ‘Perishable Items'?

    We do not provide special handling for Perishable and temperature controlled Items, so they will be transported at Your own risk. If any loss, damage or deterioration of one or more Items occurs howsoever caused, We shall not be liable to You.

    Some countries do not allow the importation of Perishable Items without a permit which You are obliged by law to ensure is in place prior to shipping. This is Your sole responsibility (Clause 7.10).

  14. When and what can I claim if delivery of my Consignment is delayed (for domestic carriage)?

    We shall NOT be liable to You for delay in shipping Your Consignment, particularly where the delay is due to (Clause 15.1):
    • Force Majeure delays;
    • acts or omissions of customs or other regulatory agencies;
    • our adherence to policies regarding the payment of duties and taxes;
    • the Consignment being held up in customs for formal entry clearance or because duty is payable;
    • the Consignment being seized by any customs authority; or
    • the PH Documentation pertaining to customs being incomplete or incorrect.

    Where You have purchased a PH Service such as the Timed Delivery (which benefits from the FREE MBG), or, where You have purchased the PREMIUM MBG, if Your Consignment is not delivered within the agreed time limit due to an error on our part, You are entitled to a credit or You shall be refunded all of the Charges incurred in respect of the Consignment in full in the case of total loss and in proportion to the loss sustained in the case of partial loss.

  15. When and what can I claim if delivery of my Consignment is delayed (for international carriage)?

    Our liability in respect of delay caused to the delivery of Your Consignment is set down in the Convention Rules. Where Enhanced Cover is NOT purchased as a PH Optional Service, our total maximum liability to You depends on the mode of carriage being used:
    Mode of CarriageLiability Limit for compensation
    Road8.33 SDRs per kilogramme
    Air17 SDRs per kilogramme
    Sea666.67 SDRs per container or 2 SDRs per kilogramme

    In addition, all Charges incurred in respect of the Consignment shall be refunded in full in the case of total loss and in proportion to the loss sustained in the case of partial loss. No further compensation shall be payable.

    NOTE: A ‘SDR' or ‘Special Drawing Right' is a unit of account adopted by the International Monetary Fund (IMT) which is referred to as a Special Drawing Right. The value accorded to 1 SDR fluctuates but can be found here.

    However, where carriage is by road, We shall only be liable to You for delay if We fail to meet an ‘agreed time limit' i.e. where You have selected the Timed Delivery Service to ship Your Consignment (which benefits from the FREE MBG), or, where You have purchased the PREMIUM MBG). Further, where carriage is by air, We shall not be liable to You where We took all measures that could reasonably be taken to avoid the delay, or, it was impossible for such measures to be taken (Clause 14).

  16. What is the FREE Money Back Guarantee (MBG)?

    You can avail of a free money back guarantee if You choose to ship Your Consignment with us using the Timed Delivery PH Service. If Your Consignment is not delivered within the agreed time limit due to an error on our part, You are entitled to a credit or You shall be refunded all of the Charges incurred in respect of the Consignment in full in the case of total loss and in proportion to the loss sustained in the case of partial loss. More Detail.

  17. What is the PREMIUM Money Back Guarantee (MBG)?

    This provides You with the opportunity to upgrade the service applicable to Your delivery by paying a Surcharge to ensure that delivery of Your Consignment is made on time where the particular PH Service does not provide You with a FREE MBG. If Your Consignment is not delivered within the agreed time limit due to an error on our part, You are entitled to a credit or You shall be refunded all of the Charges incurred in respect of the Consignment in full in the case of total loss and in proportion to the loss sustained in the case of partial loss More Detail.

  18. How many times will You attempt to deliver my Consignment?

    It depends on our Sub-Contractors and the destination but for most locations and services, We will make three (3) delivery attempts to the Delivery Point (Clause 10.4).

  19. Will You deliver my Consignment to another place if You are unable to deliver to the Delivery Point?

    We will either (Clause 10.4):
    • Deliver Your Consignment to a Substitute Delivery Point; or,
    • Return Your Consignment to a PH Depot pending You contacting us within five (5) days to re-arrange delivery.

  20. What happens to my Consignment if I fail to contact You within the five (5) days?

    We shall hold the Consignment for thirty (30) days from the date of the last delivery attempt. We will try to make contact with You where possible, however, if We are unable to contact You for whatever reason and You have still not contacted us and paid us (any return charges where due), We can dispose of Your Consignment as We see fit. You are solely responsible for monitoring the delivery of Your Consignment and for ensuring that We promptly receive all fees incurred by us and charged to You for returning, storing or disposing of an Undeliverable Consignment (Clause 10.9).

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