Frequently Asked Questions

What happens next?

We will send you a plastic security wallet with cable ties to attach to your items. Your labels will be emailed to you at least 24 hours prior to your items being collected. Please print the labels and insert into the wallet.

What if it is too late for me to receive the plastic wallet?

If you order the day before collection, please print the labels and hand these to the driver.

What are the collection and delivery times?

We offer an afternoon window for collection to ensure you don’t have to stay in all day. Your luggage will be collected between 12-4.30pm on your chosen date. It will be delivered between 9-6pm.

What is the cut off time for ordering?

11pm the night before collection.

How do I track my shipment?

You will receive tracking details by email so you can follow your shipments journey. You will also receive notifications on your phone.

Do you deliver/collect from airports?

No, we do not deliver to or collect from airports. However, we can collect or deliver to an airport hotel.

Will I be contacted before collection?

For collections within the UK, drivers will not normally contact you in advance. For all collections outwith the UK our local courier will contact you prior to collection therefore a local contact number is preferred.

Do you deliver/collect at the weekend?

We can deliver on a Saturday within the UK only for an additional charge e.g. £70 for 1 x 30kg suitcase/box. Please see our Terms and Conditions for more information. We do not collect or deliver elsewhere at the weekend.

Is there anything I can’t send?

See section 12 of our Terms and Conditions for a full list of prohibited items. If your shipment is identified as containing prohibited items it will be put on hold until the items are removed.

Do custom rules apply?

Within the EU your shipment will not require customs clearance. If your shipment is international (outwith the EU) it will need to comply with the customs rules of the destination country. We recommend that you familiarise yourself with the customs rules relating to your shipment. You are responsible for payment of any duties, charges or taxes imposed by the destination country. Please see our Terms & Conditions for further information.

Can I cancel/change my booking?

You can cancel or change the booking at any time. An admin fee of £25 may apply. Please see our Terms and Conditions for more information.

What does the insurance cover?

We offer complimentary insurance up to the value of £100 per item. This covers loss or damage. You can purchase additional insurance which offers cover up to the value of £1000 per item. This does not replace travel, home or item specific insurance. Please ensure you have insurance to cover your individual circumstances.