Frequently Asked Questions

Why will the online ordering service not accept my postcode?
  All UK Highlands and Islands plus any remote areas can’t be sent on a UK Next Day delivery service; these areas have to use the Highlands and Island service. Other problems may include not leaving the correct space between postal codes or if the postal code is from a new build area this can also cause potential issues. If you are unsure about this please contact Customer Services and we will resolve your issues; you can contact our customer service via   Live Help  or you can use our postcode finder:
Why are some destinations not available on UK services or the Euro delivery?
Only countries which can be sent via road can be sent on our standard Euro service; certain countries and Islands, must travel by air and therefore are required to be sent on our other available services. Northern Ireland, Highlands and Islands and remote Scottish areas can’t be sent on a Standard UK. Each International service has a drop down list of countries and areas, please avoid mistakes such as sending to Southern Ireland on our Northern Island service or selecting countries such as Spain instead of Canary Islands. Customers will be required to pay the correct rate if the wrong service is selected. Please contact customer services for help if you are unsure. For ease of use and speed our Quick Quote facility is also helpful for selecting the correct services and price for delivery:
What is the weight limit of the service?
The maximum weight for any one parcel to travel on the Parcel2Go UK services is 25KG; other services are available for heavier packages. Weights over 25KG MUST be declared as such. International services vary in weight restrictions and you must provide accurate weights in your orders to avoid surcharges.
What are the size restrictions of the service?
The maximum length of any one parcel to travel on the Parcel2Go service is 4 feet / 1.2 meters and the maximum volume of any one parcel is 4 cubic feet / 0.11 cubic meters. Undeclared oversized items will potentially be delayed within the parcel network and there is a much greater chance for damage to occur to your item.
How do I calculate the volume size of my parcel?
The simplest way is to use our Volume calculator which can be found on our home page; again if you are unsure please contact our Customer Service team directly.
What happens if I send a parcel over 25kg in weight or 4 cubic feet in size?
You are liable to surcharges on any extra weight; overweight items may cause considerable delay and/or damage to both yours and other people’s parcels if sent on standard services. If unpaid surcharges are not paid to Parcel2Go within 14 days of invoice the debt will automatically be passed over to our Insolvency Partner.
What documentation do I need to retain from the collection driver?
Please ensure that you receive a copy of the manifest when handing the parcel to driver at collection point. The parcel barcode number on this page is the only means of obtaining proof of delivery and is required to make a claim.
How can I maximize the chances of a smooth delivery with
The vast majority of Parcel2Go services have a label which you must print of before the completion of your order; this will ensure as smooth a delivery as possible. If you are using a service without a label or do not have access to a printer a full written address or delivery label is essential, large capital text is preferred, placing extra emphasis on the postcode; this will prevent misroutes leading to late deliveries. Our parcel system is postcode driven so postcodes have to be 100% accurate.
How can I monitor the status of my package through its delivery journey?
If you have printed your label during the Parcel2Go order process your Ident / Tracking number will be on this label; DHL numbers will begin JD – if you are unsure about this you can contact our Customer Service for advice. If you have written your address on the parcel and have not printed the label; you will be given an Idnet / Tracking number when the driver collects your parcel; this can be used on the Parcel2Go site under the tracking page.
I am trying to track my parcel online; however the system has not updated my information. Why?
Due to system enhancements to improve our services we occasionally experience delays in information availability; we apologise for this. If you contact Parcel2Go Customer Services we will attempt to track your parcel by alternative means available. If you parcel is showing no updates after 24 hours please contact us immediately.
What happens if I send more parcels than declared online?
You must inform us within 24 hours; failure to do so will result in non discounted charges of £25.00 + VAT per parcel. If surcharges are not paid to Parcel2Go within 14 days of invoice the debt will automatically be passed over to our Insolvency Partner.
How do I know if my goods are packaged adequately for the service?
Use new cartons for parcel dispatches as second hand cartons become weaker the more times they are handled; we recommend triple corrugation for packages and remember to provide internal protection; there is packaging available on the Parcel2Go site; via our packaging link. Every care is taken to ensure your parcels are handled correctly, however standard transit knocks do occur on the back of moving vehicles and on the conveyer belt system, therefore internal protection and a strong box is mandatory in order to be covered for damage on our services. We strongly suggest polystyrene protection for heavier items.
Find out more packaging advice.
What are the item/product restrictions of the service?
Please refer to our prohibited items; we are unable to send any items on this list, if you are unsure of anything you wish to send please contact Customer Service for further confirmation.
Will a package be collected/delivered if there is nobody at the address?
Collections and deliveries only take place if a signature is available; as service are signed for services; this is why we are unable to deliver to a PO Box addresses. If there is nobody to receive the item the driver will leave a card and the online tracking will display the information. You can contact the depot on the card if there is not a number on the card please contact the Parcel2Go office. It’s important that you check your online tracking for delivery information because a parcel will only be held for around 3-4working days before it is returned to sender and additional charges will be imposed to resend the item.
What is the liability of signing for a package?
When you are signing for a package you are signing that the delivery has been ‘received in good condition’. Once this is signed transit cover is then deemed void. If the external packaging is in good condition then there should be no reason to sign for the package as damaged. A parcel that has sustained damages with no external signs of damage is due to poor internal packaging and is not covered. If the parcels packaging is damaged on delivery please mark ‘damaged’ on the delivery note. Please be aware that packages marked ‘unchecked’ will not be accepted for a damage claim.
What compensation cover is available on the services?
Each Parcel2Go service offers cover for loss or damage only; please check each service definition for the cover available. Standard cover is for £50 per Parcel2Go order; extra cover can be purchased if required.
Where and how do I make a claim(s) for either loss or damage?
All claim forms MUST be sent to the Parcel2Go office by post; any claim sent directly to the carrier will be rejected. You can find claim forms by going to claims. There are specific deadlines and documents for claims which if not adhered to will result in claims rejections; we suggest you contact us within 3 days of any suspicion of loss or damage so we can best advise you.
What details do we require to submit a claim through
You will need to send a copy of the manifest which will have been left by the driver when the package was collected, a receipt/invoice relating to the cost of the parcel and a claim form with all details and a brief version of events. This is stipulated by our Carriers and for this reason we can’t accept incomplete claims. Please contact us immediately about any uncertainty with claims.
What is the time scale to submit any claims for loss or damage?
All claims MUST be in the Parcel2Go office within 14 days from the date of dispatch; High Value goods claims must by processed within 7 days of date of dispatch. These time frames are imposed by the Carriers we use and as such we aren’t able to alter these in anyway.
Should I retain the damaged item that I wish to claim for?
Any item that is being claimed for against damage MUST be kept as there may be a requirement to inspect the item for inspection or for salvage; the item needs to be kept until the claim has been settled.