welcome to collectmyparcel.com

Frequently Asked Questions

Here you will find answers to Frequently Asked Questions.
If you can't find the answer here, then Contact Us.

How does it work?

collectmyparcel.com gives you the choice of who collects your parcel. Working together with DHL, ParcelForce, and TNT your chosen Carrier will come to your home or place of work and collect your parcel. All orders are processed automatically with the Carrier through this site. There is no need for you to take the parcel to a depot, the courier will come to you. As soon as you have placed your order you will be emailed a booking confirmation and a tracking number will be given once the parcel is picked up by the driver.
The services offered on this website are the exactly the same if you were to book direct, just cheaper.

How do I get a quote?

Step 1 - Click the Quote & Book tab
Step 2 - Select the Destination Country (it's set to UK Mainland by default)
Step 3 - Enter the Weight in Kilograms and the dimensions in Centimetres
Step 4 - Here is your Quote - click the service to continue your booking, you will be offered additional insurance next
Step 5 - Enter the Collection address details using the Post Code look-up facility to save time and prevent any mistakes
Step 6 - Enter Destination address in the same way as Step 5
Step 7 - Confirm the billing details
Step 8 - Complete Payment process via PayPal (Credit / Debit Card also accepted)
That's it! - Check your email for your booking confirmation, this will tell you everything you need to know. Please read this carefully, we even give you a link to an address label so that you can print one off.

Do I have to book online? Can I ring it through to you?

All bookings must now be made online.
Its really easy, just click on Quote and Book and follow the instructions above if you get stuck.

I am having difficulty finding an address?

After entering your postcode, you can always edit the top line. Should your postcode return no results, please complete this form and we will contact you to help complete your booking.

How can I pay?

We currently accept payment by Credit / Debit card or PayPal.

Do I qualify for an account?

Everyone can open a non-credit account. It is FREE to do and takes no time at all. With a customer account, when accessing this site from different computers or at any time in the future, you can login to retrieve your information.

You do not require an account to book on-line, but it can save you lots of time and money.
Benefits of opening an account with us include:

Do you offer credit accounts?

If you send more than 10 packages a day, we may be able to offer you a discounted rate subject to status. Please Contact Us

Can I specify a morning or afternoon collection?

Unfortunately not. Your parcel will be collected between 8am and 6pm on your chosen date. Please do not contact us and ask us to chase the driver as we are not in direct contact with them. On rare occasions we may contact you to let you know the carrier cannot collect in the time window you have requested, this is usually for remote areas such as Devon, Dumfries & Galloway, and remote areas of the Scottish Highlands & Islands.

Can I leave a note for the driver?

You can add a note during the booking process. There is a comments field in the step after you have selected the insurance option. Although the carrier does receive these notes, we cannot guarantee the driver will act upon these instructions.

What happens if I need to go out, and cannot wait in for collection?

It is always best to arrange for someone to be at the collection address ready to hand the parcel over to the driver. However, if you need to go out and leave your parcel "behind bins", you can simply leave a note on the door for the driver. This is at your own risk and we cannot guarantee the driver will act upon these instructions.
Please note - This does NOT apply to the "by Air" services. The driver will need to check the contents of the parcel when collecting.

Can I drop my parcel at a Depot?

For DHL Home services you can drop your parcel off at any of the DHL depot's rather than waiting in for the collection driver. However, you will need to inform us if you wish to do this so that we can provide you with a reference number. Please make your booking and then forward your confirmation booking email to us stating that you require a booking reference number. Click here for a list of all available DHL locations.

I'm not sure of the exact size or weight of my package?

You need to know this information to use our services. If these details are wrong, you may be charged extra delivery / collection costs plus a £25 administration fee.

It's 4pm and my collection hasn't happened?

Collections are up until 6pm. If after 6pm your parcel hasn't been collected please Click here and complete the failed collection form.

What compensation do I get if my package is not collected on time?

None of the major carriers guarantee their collections. If a service is guaranteed for next day delivery, this guarantee will only apply once the package has been collected. Therefore we are unable to provide compensation for failed collections.

Do you have a prohibited items list?

Yes we do. Click here to check the Prohibited Items List

The driver failed to collect my parcel, what now?

Our apologies for the inconvenience caused. Please understand that collectmyparcel.com is a reseller and it is not our fault and we have no control over this. Failed collections are very rare but this can sometimes happen when a driver does not manage to find the address, or get delayed and not complete their round due to traffic jams, having to wait around for people at their door or even if their van breaks down.
We have very few issues with collection, but if the collection does not take place you will need to Contact Us with the CMP reference number so that we are aware and can arrange a re-collection on the next convenient date for you.

What happens if there is no-one to receive the parcel when it is being delivered?

The carrier will either attempt delivery to a neighbour or return the parcel to the delivery depot.
The driver will leave a card explaining where to collect the parcel from or how to re-arrange another delivery.

Do I need to wrap or box my item?

Yes. We operate a parcel collection and delivery service. Every item must be securely packaged to travel in our system. All items must be professionally packaged, preferably in a double walled box with sufficient packaging to protect the contents. Your parcel will be handled many times both by hand, and also by automatic machinery as it travels from depot to depot. The item must be cushioned, protected with suitable outer packaging and the corners protected
If the item is not correctly packaged the driver may refuse to collect and if the contents are not protected adequately any claim will be invalidated if damage occurs in transit. Click here for Packaging Guidance

Do you have any packaging guidelines?

Click here for Packaging Guidance

What address details do I need to write on my package?

You must label all packages clearly with the destination address and postcode - a contact phone number is also helpful.
You may optionally add the sender's address, but this is not necessary.
Click here if you need help to find a postcode

I did not receive my booking confirmation email?

Booking confirmations are sent out automatically upon completion of your order.
The main reasons that our customers do not receive the confirmation email can be because the email address was entered incorrectly, or because the email is being held in a spam or junk email folder.
Please Contact Us informing us of the collection and delivery postcodes and we will do our best to help.

Do you collect pallets?

Yes we do! Click here.

What about Customs?

You are pre paying for the postage charges of your consignment's only. collectmyparcel.com has no control over any customs queries or charges that may arise.

Customs charges must be paid in addition by the sender or receiver before delivery is made.
collectmyparcel.com reserve the right to pass these charges directly onto the person that placed the order.
If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on.

What do I do if my parcel has been damaged?

If the goods are damaged, please sign to accept but note on the delivery note that the goods are damaged.
If you sign for the goods in 'Good Condition' you will not be able to process a claim.
If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging.
If the packaging is not kept this could invalidate your claim.

How do I make a claim?

All services come with an inclusive transit cover of £50 unless stated.
Please see our Terms page for full details of the claims process and click here to initiate a claim.