Important summary of our terms of service

Before shipping with ParcelHero it's really important that you understand the terms under which you're agreeing to abide by when accepting our Terms and Conditions. From the type of products you can and can't ship with us, to the level of compensation you will receive if your parcel is damaged or lost.

View the full version of our terms here

Our Parcel Protection terms

Parcel Protection is a simple and inexpensive way to protect your parcel to its full value.

We therefore offer Parcel Protection as a simple and inexpensive way to protect your parcel to its full value if it's lost of damaged.

Parcel Protection is not an insurance policy. Parcel Protection simply extends our liability in the event of loss/damage.

Although our terms and conditions take precedence over any information presented here, this summarises the terms of our limits of liability and parcel protection.

What minimum liability does ParcelHero offer?

ParcelHero has the following levels liability:

  • Super economy services – No liability (You can purchase additional protection up to £1,000)
  • All other services – £50 liability

Increase our minimum liability by purchasing Parcel Protection

ParcelHero offers Parcel Protection up to the following levels:

  • Super economy services – Up to £1,000
  • All other services – Up to £20,000

Please note we can offer protection for higher values, but you need to contact us in advance of shipping so we can review your shipment details and confirm your packaging complies with our packaging criteria.

Conditions you need to meet for any claim

Even when you purchase our parcel protection, you will be unable to claim with us in the following circumstances:

  1. The product you’re shipping is a Prohibited item or an Compensation exclusion item*
  2. There is only damage to the exterior packaging (We do not cover damage to exterior packaging only internal contents)
  3. The items have not been safely packaged in accordance with our labelling and packaging criteria
  4. When sending watches & jewellery over the value of £500. (Our liability is limited to £500)

Compensation Exclusions

There are certain products which are unsuitable for transportation by courier. If you do ship these articles with us and they are damaged, you will not be entitled to compensation, unless you have obtained prior authorisation*. View exclusions list.

* Prior authorisation for excluded items

If your sending an item on our excluded list, we can still offer protection for damage in some circumstances. Simply contact us in advance of shipping and provide images of the goods your shipping and the packaging being used so we can assess whether we’re able to provide protection.

Money Back Guarantee

Our services are not guaranteed, so if your delivery is late you are not entitled to compensation. However if you purchase our money back guarantee upgrade option, you are entitled to a full refund on your shipping costs if your shipment is not delivered within the delivery due date due to a service failure.

Additional Charges

Sometimes additional charges may be due on your shipment, under the following circumstances:

  1. The carrier states the dimensions or weight provided are inaccurate.
  2. The shipment is undeliverable and has to be returned.
  3. Any import duty or tax is payable.

If additional payment is due, we will take it from your original payment method. We don’t store your physical payment details or any personal information, we only store a token obtained from our payment merchant.

You can only appeal a carrier weight adjustment if you can provide photographic evidence of the weight and dimensions of your parcel, so we recommend you take these in advance of shipping. Learn more