Frequently Asked Questions

You'll find answers to the most common questions in our FAQs, split by category. If you can't find what you're looking for, email Customer Service with your question or ask for support with your order.

Size & Weight


Size restrictions, accurate measurements and conversions, surcharges, and volumetric weight.

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Packaging & Labelling


Handling in transit, packaging for protection, securing labels, fragile items, and when to expect labels.

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Collection & Delivery


Same Day collection, collection times and late collection. Timed delivery, national holidays, and tracking.

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Insurance & Claims


Free and extra cover, late or lost parcels, damage and claims, plus advice on supplying good evidence.

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EU & International


Commercial invoices, EORI codes, CPC codes, commodity codes, Customs restrictions, and remote locations.

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Pallet Shipping


Weight and height restrictions, overhang, pallet wrapping, access for pallet trucks, and engines.

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