FREQUENTLY ASKED QUESTIONS ::

1. WHAT DOCUMENTATION DO I NEED TO SEND AN INTERNATIONAL PARCEL?

WHEN SENDING A PARCEL OUTSIDE THE EU,YOU NEED TO COMPLETE 2 CUSTOMS INVOICES(THESE CAN BE COMPLETED AND PRINTED FROM THE "CUSTOMS PAPERWORK" SECTION OF OUR HOMEPAGE).THESE THEN NEED TO BE GIVEN TO THE DRIVER AT THE COLLECTION POINT.FOR A PARCEL BEING SENT OUTSIDE THE EU YOU ALSO NEED TO COMPLETE AN AIRWAY BILL (SEE Q2),WHICH WILL BE SUPPLIED BY THE DRIVER.

2.WHAT IS AN AIRWAY BILL OR DESPATCH NOTE?

- AN AIRWAY BILL/DESPATCH NOTE IS A DOCUMENT USED BY THE COURIER TO DELIVER YOUR PARCEL.IF YOUR PARCEL IS BEING DELIVERED TO EUROPE THE DRIVER WILL SUPPLY A DESPATCHY NOTE, WHICH MUST BE COMPLETED FOR THE DRIVER TO TAKE WITH THE PARCEL. IF YOUR PARCEL IS BEING DELIVERED OUTSIDE EUROPE THE DRIVER WILL SUPPLY AN AIRWAY BILL WHEN HE/SHE COMES TO COLLECT YOUR PARCEL, WHICH YOU NEED TO COMPLETE WITH RELEVANT INFORMATION SUCH AS COLLECTION ADDRESS, DEIVERY ADDRESS, NUMBER OF PARCELS ETC.ANY INFORMATION YOU WRITE ON THE AIRWAY BILL IS WHAT WILL BE USED TO DELIVER THE PARCEL.THE DRIVER WILL GIVE YOU A COPY OF THE A.W.B FOR YOUR RECORDS. IT IS VERY IMPORTANT THAT YOU KEEP THIS DOCUMENT SAFE, IN CASE YOU NEED TO TRACK YOUR PARCEL OR IN THE EVENT OF A CLAIM.

3.WHAT IS A CUSTOMS INVOICE?

-A CUSTOMS INVOICE IS A DOCUMENT THAT IS REQUIRED TO GET YOUR PARCEL(S) THROUGH CUSTOMS.THESE ARE REQUIRED ONLY FOR PARCELS BEING SENT OUTSIDE THE EU AND CAN BE PRINTED FROM THE "CUSTOMS PAPERWORK" SECTION OF OUR HOMEPAGE.

4.WHICH COUNTRIES ARE IN THE EU?

THE FOLLOWING COUNTRIES ARE MEMBERS OF THE EU :
Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy,Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, The Netherlands, United Kingdom.

5.WILL THERE BE ANY DUTIES OR TAXES PAYABLE?

WHEN SENDING A PARCEL WITHIN THE EU, THERE ARE NO DUTIES OR TAXES PAYABLE. HOWEVER WHEN SENDING A PARCEL OUTSIDE THE EU, THERE MAY BE DUTIES OR TAXES TO PAY, DEPENDING ON WHAT YOU ARE SENDING AND WHERE YOU ARE SENDING TO. THESE CHARGES ARE NOT INCLUDED IN THE PRICE YOU PAY TO PARCELFLIGHT.CO.UK FOR DELIVERY. ANY DUTIES OR TAXES ARE PAYABLE BY THE RECIPIENT.FOR ANY INFORMATION ON DUTIES AND TAXES, YOU NEED TO CONTACT CUSTOMS AND EXCISE.

6.ARE THERE ANY ITEMS THAT I AM NOT ALLOWED TO SEND?

WHEN SENDING A PARCEL,IT IS IMPORTANT TO ESTABLISH WHETHER THE ITEMS YOU ARE SENDING ARE ALLOWED OR NOT.
THE FOLLOWING ITEMS ARE STRICTLY PROHIBITED FROM BEING SENT ON ANY OF OUR SERVICES.IT IS THE SENDER'S RESPONSIBILITY TO ENSURE THAT THE ITEMS BEING SEND ARE NOT PROHIBITED.IF YOU ARE UNSURE ABOUT WHETHER OR NOT YOUR ITEMS ARE PROHIBITED,PLEASE CONTACT US BEFORE PLACING YOUR ORDER.

PROHIBITED ITEMS

HAZARDOUS GOODS(EG,CHEMICALS,AEROSOLS,PAINT,LIQUIDS,GASES,TOXIC & INFECTOUS SUBSTANCES,CORROSIVES,ASBESTOS,ADHESIVES,SOLVENTS,DRY ICE)

FLAMMABLE ITEMS

ANIMALS/ANIMALS PARTS

LIQUIDS

DANGEROUS GOODS (EG EXPLOSIVES,RADIOACTIVE MATERIALS,WEAPONS,FIREWORKS)

CORROSIVES

NEGOTIABLE ITEMS(CASH,CHEQUES,CREDIT CARDS)KEYS,MONEY

INDECENT OR OBSCENE ARTICLES

LOTTERY TICKETS,FLIGHT TICKETS

TOBACCO,DRUGS,MEDICINE

BATTERIES

MOBILE PHONES WHICH CONTAIN A SIM CARD

PERISHABLE GOODS

ANY ITEMS WHICH MAY BE HAZARDOUS TO HANDLING STAFF

PERFUME AND AFTERSHAVE

PRESSURISED CONTAINERS

ITEMS WHICH CONTAIN OR HAVE PREVIOUSLY CONTAINED OIL/PETROL.

7.HOW BIG CAN MY PARCEL BE?

WHEN SENDING A PARCEL IT IS IMPORTANT TO WORK OUT THE SIZE AND WEIGHT OF YOUR PARCEL. THIS WILL DETERMINE YOUR SHIPPING COSTS. YOU WILL BE CHARGED ON THE GREATER, YOUR ACTUAL WEIGHT OR YOUR DIMENSIONAL WEIGHT.THE ACTUAL WEIGHT IS WHAT YOUR PARCEL WEIGHS IN KILOS, WHERE AS YOUR DIMENSIONAL WEIGHT IS THE VOLUME OF THE PARCEL.YOU WILL BE CHARGED ON THE GREATER OF THE 2. SO IF YOUR ACTUAL WEIGHT IS 7 KILOS BUT YOUR DIMENSIONAL WEIGHT IS 12 KILOS, YOU WILL BE CHARGED FOR 12 KILOS.TO WORK THIS OUT, ENTER YOUR PARCEL DETAILS ON THE HOME PAGE.

8.WHAT IF I ENTER FALSE WEIGHT AND DIMENISONS WHEN BOOKING?

WHEN BOOKING A PARCEL IT IS IMPORTANT THAT YOU ENTER THE CORRECT SIZE AND WEIGHT. IF YOU ENTER FALSE MEASURMENTS OR STATE AN INCORRECT NUMBER OF PARELS, PARCELFLIGHT.CO.UK WILL HAVE TO BILL YOU FOR ANY EXTRA CHARGES THAT OCCUR.THIS CAN ALSO RESULT IN DELAYS IN DELIVERY.

9.IS MY PARCEL INSURED?

YES. YOU CAN USE OUR ONLINE QUOTE SYSTEM TO SEE HOW MUCH YOUR PARCEL WILL BE INSURED FOR.

10.HOW DO I SUBMIT A CLAIM?

IN THE UNLIKELY EVENT OF YOUR PARCEL BEING LOST OR DAMAGED, PLEASE SEND TO US A COPY OF YOUR AIRWAY BILL/DESPATCH NOTE, ALONG WITH A CLAIM FORM WHICH CAN BE PRINTED BY CLICKING HERE?

11.DOES SOMEONE HAVE TO BE PRESENT WHEN THE DRIVER COMES TO COLLECT?

YES. WHEN THE DRIVER COMES TO COLLECT, SOMEONE MUST BE IN FOR THE COLLECTION.

12.DOES SOMEONE HAVE TO SIGN FOR THE PARCEL AT THE DELIVERY ADDRESS?

YES.THE DRIVER WILL NOT LEAVE A PARCEL AT THE DELIVERY ADDRESS UNLESS SOMEBODY IS THERE TO SIGN FOR THE DELIVERY.IF NO ONE IS AVAILABLE TO SIGN FOR THE PARCEL,THE DRIVER WILL LEAVE A CARD, WITH A CONTACT NUMBER ON IT.

13.WHAT TIME DO YOU COLLECT?

COLLECTIONS ARE MADE BETWEEN 9AM AND 5.30PM.UNFORTUNATELY WE ARE UNABLE TO ADVISE OF AN EXACT COLLECTION TIME.

14.WHAT IS THE MAXIMUM WEIGHT I CAN SEND?

WE CAN ARRANGE TO SEND ITEMS WITH A WEIGHT OF UPTO 1000 KGS.
CONTACT US IF YOU REQUIRE A DELIVERY OVER 20 KILOS.

15.SHOULD I KEEP MY AIRWAY BILL/DESPATCH NOTE?

YES. IT IS VERY IMPORTANT THAT YOU KEEP YOUR AWB INCASE YOU NEED TO TRACK YOUR PARCEL, OR IN THE EVENT OF A CLAIM.

16.CAN I SEND A PARCEL TO A PO BOX.

UNFORTUNATELY WE ARE UNABLE TO SEND PARCELS TO A PO BOX.

17.CAN I TRACK MY PARCEL?

YES. ALL PARCELS ARE FULLY TRACKABLE. YOU CAN TRACK YOUR PARCEL BY GOING TO THE TRACKING PAGE OF OUR WEBSITE, AND USING THE TRACKING NUMBER LEFT BY THE DRIVER WHO COLLECTED YOUR PARCEL .

18.CAN I MAKE AN ORDER OVER THE TELEPHONE.

YES. IF YOU WISH TO MAKE AN ORDER OVER THE TELEPHONE YOU CAN CONTACT US ON 01942 873 530.

19.WHO WILL COLLECT MY PARCEL?

IF YOUR PARCEL IS A UK DELIVERY YOUR PARCEL WILL BE COLECTED BY DHL OR ANC EXPRESS. IF YOUR PARCEL IS A EUROPEAN DELIVERY, YOUR PARCEL WILL BE COLLECTED BY DHL. IF YOUR PARCEL IS BEING SENT OUTSIDE THE EU YOUR PARCEL WILL BE COLLECTED BY FED-EX OR DHL.

20.Can i request a VAT invoice for my order?

Yes. To request a copy of a VAT invoice for your transaction, please contact us via email or telephone, where our staff will be happy to assist.

21. Refunds

All refund requests must be placed in writing or by email with full name collection address, delivery address, and parcel or consignment numbers and a claim form supplied by Parcelflight.co.uk.

Once a refund has been confirmed for issue the timescale for transfer of monies is subject to Worldpay/Paypal terms and conditions.

Refunds are made back onto the card that payment was originally made from.

Refunds are not given for late collection or consequential loss.

Once a collection attempt has been made, a refund cannot be issued due to a charge being made by the carrier.

For remote area services, there will be an additional charge of £12.50. We will contact you prior to collection if this will apply.