FAQ GENERAL
Do I have to 'Have an Account' to use your Services?
No, we offer our services to all traders, businesses and private individuals so long as you hold a valid credit, debit or amex card. We use PayPal as a Gateway Payment provider therefore you may also use your PayPal account to pay for services. Please note we are unable to accept Visa Electron Cards. PLEASE NOTE NO ACCOUNT IS REQUIRED IF YOU WISH TO BOOK ONLINE. IF YOU ARE A LIMITED COMPANY OR BUSINESS WITH AT LEAST 12-MONTHS TRADING WE OFFER 30-DAY CREDIT ACCOUNT FACILITIES, PLEASE CONTACT US FOR FURTHER INFORMATION.
Can I 'Open an Account' with credit facilities?
Yes, if you are a Limited Company or have at least 12-months Trading accounts we are happy to offer you a 'Credit Account' with payment terms on Net-30 Days. We are unable to offer credit facilities to companies or businesses with less than 12-months trading accounts. If you wish to open a credit account please contact customer services on freephone 0800 612 6583 or 'Click Here' to submit your details
Are you VAT Registered?
Yes we are VAT registered; all prices quoted either by telephone, email or online do NOT INCLUDE Vat or any fuel surcharge (if applicable). For the purpose of company accounts our vat registration number is GB688988920
What is your Company Registration number?
Our Company Registration number is 03530859 and registered as One Call International Limited t/a Parcel2Send.net
Are bookings made on the Internet processed Immediately?
Overnight Courier bookings by Carrier (City-Link) received Monday to Friday up to 10:00am are processed for collection the Same-Day. Telephone or email bookings for Overnight Carriers made up to 11:30am (Mon-Fri) are also scheduled for collection the same-day (subject to local depot collection schedules). Urgent Same Day Courier Delivery Bookings made between 7:00am to 7.00pm (Mon-Fri) are processed instantly, collections by Same-Day Courier are generally made within 90 mins from payment confirmation and are subject to Traffic/Road conditions at the time of booking.
What items are NOT ACCEPTED as parcels?
There are some types of goods that are NOT ACCEPTED on a network parcel delivery service. We are not able to accept 'White Goods' such as fridges, freezers and cookers. We DO NOT accept loose building materials such as 'Internal Doors' or 'Glazed Doors or Window Frames'. We are unable to accept used automotive engines including petrol lawnmowers due to contamination of other freight and potential combustion while in transit. We do not accept vehicle doors or panels. WE DO NOT ACCEPT ANY ITEM THAT CONTAIN LIQUIDS.
WE ARE UNABLE TO INSURE ANY ITEM DEEMED AS FRAGILE SUCH AS GLASS, CHINA AND PORCELIN, AND FRAGILE BREAKABLE ITEMS
FOR THE PROTECTION OF ALL FREIGHT AND DRIVERS WE DO NOT ACCEPT ANY ITEM THAT IS UNPACKAGED.
Where do you deliver?
We deliver anywhere in the U.K. Other international destinations are handled by One Call International.
How long will delivery take?
Most areas are next working day from collection; however certain remote areas and offshore destinations may take longer. We also offer "Timed" By 12:00 and By 09:00am Delivery options, please see services menu or email customer services
What days do you deliver?
Overnight Courier services deliver Monday to Friday up to 6.30pm. (Not public holidays.) We offer a Saturday morning delivery service, please select Saturday Delivery if booking online or call customer services for a quotation. Same Day Delivery by Courier is Guaranteed by 18:00 if booked before 12-noon (subject to area) Same Day delivery can be arranged for any day of the week excluding Christmas Day, Boxing Day and New Years Day.
Can you deliver in the evenings?
Yes, only if your booking was made using our Same Day delivery service, otherwise the latest time our carriers (City-Link) we will deliver is up to 18:00hrs (Mon - Fri) If you are unable to accept delivery when our driver arrives a card will be posted through the letterbox informing you of an attempted delivery, if you are happy for the carrier to deliver without a signature we can leave the item in a safe place (garage or porch) - For re-delivery please call the number displayed on the card quoting the consignment reference and your postcode. If we do not hear from the receiver of the parcel we will automatically attempt delivery the Next-Business Day.
What happens if delivery is not completed?
If we are unable to delivery your consignment by Same Day Courier we will call you when our driver is at the delivery address. If your booking was by Overnight Carrier (City-Link) we will make 2 attempts at delivery, if we are unable to complete the order, we reserve the right to return the parcel to the original sender (chargable). This return service is known as "Return Carriage" . The sender of the parcel will be responsible for all return carriage charges.
I can't find the answer to my question here. How can I find help?
You can contact customer services between 8:30am and 6:30pm Monday to Friday. Call our freephone number 0800 6899 200
SERVICES
What services do you offer?
We specialise in Same Day and Next Business Day Parcel delivery anywhere in the U.K. and the E.U. We also specialise in U.K and European Same Day services. We are able to deliver to 95% of U.K. postcodes usually the next-working day. Same Day delivery can be to any U.K. postcode area. E.U. parcel deliveries to major towns and cities are usually completed by 14:00hrs Next-Business Day (pending local holidays) at no extra charge. Click here for more details.
Can I choose a time of collection?
Yes, we are able to supply a special timed collection, however this is normally charged as an extra to the quoted delivery charge depending upon the collection area, timed collection charges range between £25.00 - £35.00.
If you do not wish to book a timed collection our driver will usually attempt collection of your goods between 09:00am and 6:00pm Monday to Friday (excluding public holidays).
What is the maximum size of parcel I can send by Overnight Carrier?
Express Next Day Parcel Service: The maximum parcel length accepted for this service is 200cm, with a maximum actual weight not exceeding 35kgs per parcel.
Economy 2-Day Service: The maximum parcel length accepted for this service is 150cm, with a maximum actual weight of 30kgs per parcel.
Irregular or oversize parcels attract extra volumetric weight surcharges.
What time will you deliver my order?
Timed Deliveries are priorities therefore if your parcel is urgent please use a Timed Service, otherwise all deliveries are guaranteed Next-Business Day by 18:00hrs.
What happens if I am unsure of the size or weight of a parcel?
We do need the dimensions and weight of all bookings. Failure to provide accurate measurements may lead to additional costs and delays in delivery.
What are Volumetric Weight Charges?
Our network charges by either the gross or volumetric weight, whichever is the greater. The chargeable weight of a consignment is the aggregate total of each individual package rounded up to the nearest kg.
How do you calculate Volumetric Charges?
If the volume of a single parcel exceeds the gross weight declared our website automatically adjusts the delivery charge to include any volumetric weight charges, this charge is notified to you after each parcel dimension has been entered, the calculation we use is:
FOR EXAMPLE
A parcel measuring 60cm x 60cm x 60cm would have a volumetric weight of 36kg.
60 x 60 x 60 = 216,000
216,000 Divide by 5000 = 43.2kgs
Can you deliver fragile items such as glass or ceramics?
Yes we can deliver these items, however we are unable to offer any insurance cover against damage. If you send fragile items, please pay particular attention to the type of packaging used and please note that your parcel will travel through an autotmated conveyor sorting centre therefore fragile items do need extra protection internally to avoid any movement inside your box. Note that NO refunds can be given if your item was delivered damaged through insufficient packaging.
Other types of goods I cannot send with you?
There are certain types of goods that cannot travel through our network. For a comprehensive list please read our terms and conditions of carriage.
- Animals and Livestock
- Ammunitions
- Shotguns
- Handguns
- Handheld Weapons including knives
- Flammable material
- Flammable chemicals
- Fuel Oil including petrol and diesel
- Precious Metals including Gold / Silver
- Jewellery including diamonds
- Cash and Bonds
PACKAGING
What packaging should I use?
All packages must be properly packaged in new cardboard boxes, or protective covering. Smaller items should be packaged in a jiffy bag. If new products are being sold, they should be in the original manufacturers packaging. Rule of thumb - Package your product as you would expect to receive it if you had bought it from someone else. Properly packaged items increase the likelihood of people buying from you again.
Do I need to put an address label on the package?
Yes, the full address, postcode and any telephone numbers should be placed on every consignment. It will help us if you add the booking reference. If you sending multiple parcels please ensure an address label is attached to each parcel.
Other helpful tips to ensure smooth delivery process?
If you are sending multiple packages please attach an address label to each parcel, previous experience also tells us it's a good idea to Mark Each Box as,
EXAMPLE IF SENDING 3 PARCELS: BOX 1-of-3, BOX 2-of-3, BOX 3-of-3, etc
BOOKINGS
Do I have to book online?
You can ring our customer service team on 0845 612 6610, or email, but by booking online you will be able to use our track and trace facility, and email alert services. Online bookings help to keep our costs down, which means we can offer you a better price.
How do I book online?
Once you have got your quote and accepted our terms and conditions, click on "book this quote" and enter all the details on the booking screen. You will then be able to print a confirmation page. Once the booking has been submitted, you will be able to pay by either using your PayPal account, or by credit card. Once we have confirmed the payment, your booking will go ahead.
Are there any type of goods I cannot send with you?
There are certain types of goods that cannot travel through our network. For a comprehensive list please read our terms and conditions of carriage.
What if I forget to book one item on line?
We will only collect items that have been booked.
Can I send 2 or more items to the same address, how do I book this?
Yes, please ensure you enter the correct number of parcels you wish to send, our systems will request the dimensions of each parcel, once entered the delivery charge for your consignment will be calculated and any volumetric charges will be advised before final completion of booking.
What weight parcel can I send?
The maximum permitted weight per parcel MUST NOT exceed 35.00 kg
How do my customers know that an order has been despatched?
When you submit a booking to us, you have the option to send an "email alert" to your customer. They will receive a confirmation of despatch email, with a guideline delivery date and a link to our tracking system.
TRACKING
Can I track my order?
Yes, go to the tracking area of our website and enter the consignment number.
PAYMENT
What method of payment can I use?
We collect payment online securely through PayPal where you can pay using your own PayPal account or any Credit or Debit card; for high volume users with good credit history, we do offer credit account facilities, please contact us.
Can I open a credit account?
We do offer Credit accounts for companies that send high volumes of parcels, please email for an application form.
DELIVERY
How will my order be delivered?
Your order will be delivered by one of our specialist parcel delivery networks.
What happens if I am out when you try to deliver?
Our driver will put a card through the letterbox with the consignment reference number and the phone number of the nearest depot. You can ring them to arrange re-delivery.
Can you leave the parcel with a neighbour?
Yes, as long as you have specified this in the "notes" on the booking screen. We will not leave a parcel without a signature or at a different address unless you authorise us to do so.
Can I collect the parcel from your depot?
Yes, the phone number of the local depot will be on the card, just quote them the consignment number, let them know that you will collect in person and make sure that you take the card with you.
Will I get a Refund if my parcel is delivered late?
We are unable to offer ANY refunds for late or missed collections and delivery.
Will I get a Refund if my parcel is NOT collected?
We will offer you a refund provided a cancellation request was received by us at least 24-hours before collection was due to commence. If the carrier is UNABLE to locate the collection address or if an incorrect address was provided at the time of booking a refund would not be permitted. We are unable to change any booking with the carrier on the day of collection therefore please ensure you have provided the correct collection and delivery address upon booking.
What happens if an item I send gets damaged?
In the unlikely event that an item is received damaged, you must first make us aware by emailing us the following details, Consignment number, delivery address, date sent, what the goods were and what the damage is, and how it was packaged. Click here to email.
What if the recipient finds the goods damaged?
If the external packaging is in good condition then it will be deemed that the packaging was insufficient and no claim can be processed. Also, if the goods have been signed for in good order, no claim can be processed.
Should I keep the packaging?
Yes, any packaging will be inspected during a claim.
Is there a time limit?
Yes, we must be notified of any claim within 72 hoursfrom the date of final delivery. After this time, no claim can be made.
How much compensation will I get?
The maximum compensation that we will pay out is £20 per consignment unless an enhanced compensation package was selected and paid for before any goods were collected,