Terms & Conditions

Definitions

Listed below the following terms that will be found in these terms of carriage:

Consignment - A parcel or a group of parcels sent to a single address.
Consignee/Receiver/Recipient - The person who is receiving the consignment.
Shipping Labels - The documentation placed on the parcel.
Third Party - The order placed through collectmyparcel.com utilising the account that collectmyparcel.com has with the carrier.
Working Day - Monday to Friday from 9am to 5.00pm, excluding public and bank holidays.

Obligation to our customers

collectmyparcel.com limited (collectmyparcel.com) will arrange collection and delivery of the consignment's via a third party service with a major reputable carrier.

collectmyparcel.com do not come into direct contact with the consignment's but arrange the shipment through one of the carriers that we hold an account with.

The carrier has the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large. In addition collectmyparcel.com has the right to refuse any order/user from our system.

All queries/claims must be directed through collectmyparcel.com who will then contact the relevant carrier on the sender’s behalf. If the carrier is contacted directly, collectmyparcel.com may not be able to assist you with your query at a later date.

If your collection fails you must contact collectmyparcel.com and request an alternative collection time which will be booked as soon as possible or at another convenient time. We do not automatically rebook consignments that have suffered a failed collection. It is your responsibility to contact us if your parcel is not collected. Please click here to complete the re-collection form.

Tracking is available through our website online. Hard copy Proof Of Delivery (POD) will be charged at £3.00 per item. collectmyparcel.com are not liable for any errors or inaccuracies in any carriers tracking.

Payment

Each payment covers ONE delivery of ONE parcel only, if you have multiple parcels to be collected and sent, please select the required number of parcels, even if they are all going from and being delivered to the same address.

Payment is taken by our automated system at the end of your order.

UK Mainland Areas Not Covered

Our UK Mainland delivery does not include the following areas:
Northern Ireland, Scottish Highlands and Islands, Isle of Wight & Isle of Man.

Additionally the following postcodes:
PH19-PH44, PH49, PH50, PA20-PA88, KA27-KA28, all HS, IV, KW & ZE are not covered by this service.

collectmyparcel.com can only deliver to a full street address.
We cannot deliver to a PO Box or BFPO address.
If a consignment is collected and returned for this reason, no refund will be given.

Package Details

There are strict requirements to the size and weight of your package. This is mainly due to Health and Safety reasons. If they exceed your parcel will be refused by the driver. If your parcel does exceed the below and is refused, you will not be entitled to a refund, If your parcel is collected and it is then deemed to be over the weight or size limit an admin charge of upto £35 may be charged.

All parcels must be securely packaged, clearly labelled with the delivery address prior to collection and able to withstand transit through a busy network. By definition if there are boxes strapped together and one becomes detached it has not been securely packaged.

International parcels using the DHL by Air service must be left open for the driver to inspect the contents before being sealed.

Collection & Delivery

The Quote & Book system on our website takes all booking data as per the customers instructions.
The customer will have a choice of various collection windows to choose from, please note that the selected day and/or time slot is not guaranteed.

Collection will be made at anytime between 0800-1800 Monday-Friday (excluding Bank Holidays)
WE CANNOT GUARANTEE A SPECIFIC COLLECTION TIME.

Collections & Deliveries are made on Working days only.
Saturday deliveries are optional at an extra cost, this option is available during booking.
Bank Holidays in both the UK and national holidays abroad are not working days.

Please ensure someone is available on the collection day and time that you request. A surcharge of up to 100% of the original charge may be applied if you are out when the driver attempts to collect.

If the collection does not happen within the time slot allocated it is the customers responsibility to inform collectmyparcel.com via the failed collection form. We will then endeavor to rearrange another collection which is convenient to the customer.

All delivery times shown on our site are estimates and no guarantees are made. Consignments may be delayed for reasons that are out of the control of both collectmyparcel.com and the particular carrier.

Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.

Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary.

Refunds for late deliveries will only be made for the following guaranteed services: Yodel By 10, Yodel By 12 and Yodel Saturday AM. In this case the difference between the price paid and the price of a Yodel Home 48 service will be credited upon request. Please note that all guaranteed services start once the consignment is collected. If the collection fails it is the customers responsibility to inform collectmyparcel.com, we will then re book for the next convenient time the customer is available for collection. No refund / discount will be given for failed collections.

Carriers will attempt to deliver the consignment to the address requested (with the exception of Palletways who will charge £20 inc VAT for a re-collection should the pallet not be ready and/or £20 inc VAT for a re-delivery should no one be in to recieve the pallet). If at this address there is a reception or other suitable central point then the driver will usually deliver the parcel there. For example, if a parcel is being sent to a place of work then the reception would be a likely place for the consignment to be delivered to. In the event the recipient is not at the delivery address when the driver delivers they will either leave with a neighbour or return the parcel to the depot. Some of the carriers we use may leave a calling card advising of the action that has been taken, but this is not guaranteed.

Third Party Collections / Three Way Collections / Freight Forward Collections, this is where the customer is arranging a collection from a remote address. It is the customers responibility to ensure there is somebody available at the remote collection address to hand the goods to the driver. The customer may incur a surcharge of up to 100% of the original shipping charge if an attempted collection is made from a third party address.

Track & Trace will not work until the package has been collected, therefore it is the customers responsibility to keep informed by the person at the collection address when the parcel has been collected.

For certain destinations carriers do not provide a door-to-door service. In this situation the recipient may need to collect the consignment themselves. If in doubt please contact collectmyparcel.com before sending your consignment and we will advise whether you can expect this issue to arise.

Failure to provide an accurate delivery contact telephone number may delay the delivery of the consignment. Failure to provide this information on request may result in the consignment being returned at the expense of the sender.

Customs Clearance

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.

These are applied directly by the authorities in the country. It is your responsibility to check whether there are taxes, duties or other customs charges for your consignment. You can do this by speaking to the Consulate of the destination country. collectmyparcel.com can offer advice if asked but we are not a point of authority.

collectmyparcel.com will pass onto the sender all customs taxes, duties or other charges. The sender is responsible for paying these charges. Charges vary between countries and many will impose a charge for destroying the parcel if taxes are not paid. The sender is also liable for this charge.

In the event of a parcel being returned to the sender from outside the UK then the charge will be the appropriate import rate for the consignment. This is likely to be higher than the price paid to export the goods.

For consignments going outside the European Union a commercial/proforma invoice is required. Failure to provide this document or an incomplete or inaccurate document will result in the consignment being delayed and possibly returned at the sender's expense.

Surcharges

It is very important that you accurately declare the weight and dimensions of each parcel in your consignment. Every parcel is scanned and weighed by the appropriate carrier. If you under declare then you will be surcharged. The surcharge amount varies depending on the carrier and service selected.

For DHL Home services the following surcharges are passed to collectmyparcel.com. These will be passed onto the sender and the sender is responsible for paying all charges.

Length

If maximum length of length is between 1.5m - 1.84m = £15
If maximum length of parcel is between 1.8m - 2.6M = £50
If maximum length of parcel is greater than 2.6m = £50

Volume

If volume of parcel is between 0.23m3 - 0.28m3 = £15
If volume of parcel is between 0.28m3 - 0.34m3 = £50
If volume of parcel is greater than 0.34m3 = £100

Weight

If weight of parcel is between 31.5Kg - 50Kg = £50
If weight of parcel is greater than 50Kg = £100

An additional administration charge of £5 + VAT will be applied to all DHL surcharges.

For all other services collectmyparcel.com will pass on the difference between the price paid and the correct price based on the actual weight and dimensions. In addition a £10 + VAT administration fee will be charged. collectmyparcel.com reserve the right to charge the original method of payment for the amount owed.

Please ensure you are in at the collection time that you request. A surcharge of up to 100% of the original charge may be applied if you are out when the driver attempts to collect.

On some services there will be a surcharge if a redelivery is necessary.

Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.

The automated system books and charges for the delivery. If the consignment(s) has to be returned then the return charge is chargeable. This will be the best available price available on our site.

You are pre paying for the postage charges. Any Customs charges will be passed on in addition should they arise.

We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct.

Surcharges must be paid within 7 days of receipt of our invoice.

Discounts / Refunds

collecmyparcel.com's website will automatically offer discounts to account holders on certain services. This is automatically offered providing that the account holder is logged in. If they are not then a discount can not be issued retrospectively.

Refunds will be issued within 30 days providing there are sufficient grounds. These include a collection being unable to take place due to a factor under the control of the carrier.

Delay / Damage / Loss

Any item that is listed in our prohibited items, will be exempt from any claim against delay, damage and loss. Please check our Prohibited items list.

Your consignment(s) must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double walled box with further padding surrounding the item. Please see our PACKAGING ADVICE for more information and recommended guidelines.

In the event of damage, all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept the claim will be rejected.

Any item travelling through our services must be able to withstand a short drop and knocks and bumps during transit.
Fragile items should NOT be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Please see our PACKAGING ADVICE for more information

All palletised goods need to be suitably protected, packaged and secured. Pallet Wrap alone is not a substitute for any other protection packaging. Pallet wrap sole purpose is to keep goods on the pallet only and provides no other protection. Goods need to be otherwise well packaged. It is the senders responsibility to ensure the goods are suitably packaged and protected whilst in transit.

If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.

The recipient must sign 'UNCHECKED' for all parcels that he/she is unable to check when the driver delivers.

If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as 'DAMAGED' otherwise any claim for damage will be refused. It is the senders responsibility to inform the recipient of these terms and conditions.

In the unlikely event of a claim needing to be made please complete this initial claim for damage form and we will assist in the claim process.

All claims for damage must be brought to our attention with all relevant evidence (as requested) within the following time frames:
- TNT within 7 days of receipt
- Palletways within 7 days of receipt
- City Link, Yodel, DHL & ParcelForce within 10 days of receipt

Please state your collectmyparcel.com order/tracking number and a detailed description of the claim/complaint. Please allow 2-3 working days for us to review all details of the claim before we contact you.

All claims for loss must be reported to us within 21 days from date of dispatch with all relevant evidence (as requested). Please complete this initial claim for loss form so we can assist in the claim process.

The claims process can take 4–8 weeks and all decisions are made at the sole discretion of the carrier.

Prohibited Items

Please check our Prohibited Items list. If any one of the following items in this list is collected by a driver you are then liable to be surcharged and your parcel returned. No refund of postage will be made and compensation claims will be void.

Please note collectmyparcel.com's booking systems are automated by computer software, therefore collectmyparcel.com staff are unable to monitor what is being shipped, so it is the customers responsibility to either read the terms and conditions or enquire directly via email to see if your parcel is acceptable.

The following items are prohibited from being shipped:

Any of these items being sent may result in surcharges, delays or confiscation by authorities where appropriate. No liability cover or guarantees whatsoever will apply to these items. If in any doubt of the following restrictions please do not hesitate to contact us to query a consignment you need to ship.

The following items can be shipped but with limited liability:

Any of these items being sent will be subject to limited liability. No claim for damage will be accepted. Only claims for loss will be considered, subject to packaging guidelines.

Musical Instruments must be shipped in recommended hardcases with padded lining, and then boxed if you don't want the case to become scratched. e.g A guitar being sent in a soft case will not be covered by insurance for damage.

Liability & Claims

Each service comes with a limited amount of Transit cover. If you require cover on the full amount then you must cover the full value of the shipment as the additional cover replaces the inclusive liability cover.

Additional Transit cover applies to per consignment only and not per parcel within a multiparcel consignment, each box in a consignment is limited to an equal portion of the cover.

In the event of a claim, a cost invoice will be needed to prove the value of the consignment(s) and photos must be supplied for all damage claims.

If the item is not sufficiently packed, the claim will be rejected. Please check our guidelines before ordering. Parcels should not be strapped together (by any means). Any loss resulting in this will not be covered as all parcels should be sent separately.

If the item is not correctly labelled, the claim will be rejected.

Please check our Prohibited items list to see if you are able to make a claim.

Any item that is listed in our Prohibited Items section will be exempt from our liability cover.

Any consignment that may be subject to a surcharge for being too large or too heavy will not receive any transit cover - neither the free included amount or any additional cover purchased.

Claims of £500 and over are subject to a £250 excess payable by the Customer.

This Policy does not cover sending to from or between any Country(ies) or Territory(ies) or to and from or between any place or places within such Country(ies) or Territory(ies) listed in the Policy under Excluded TERRITORIES unless such cover has been expressly granted by the Company in writing prior to the commencement of any transit involving any such sending. Afghanistan, Angola, Armenia, Azerbaijan, Democratic Republic of Congo (formerly Zaire), Ethiopia, Iran, Iraq, Kazakhstan, Kosovo, Kyrgyzstan, Lebanon, Liberia, Nigeria, Rwanda, Siberia, Somalia, Sudan, Syria, Tajikistan, Turkmenistan, Uzbekistan, Vojvodina, Yemen.

Liability Continued

The person placing the order is responsible for the information entered.
collectmyparcel.com will not be held responsible for wrong information that is entered and no refunds will be given in this instance.

collectmyparcel.com will not be held liable for any service failed to be provided by any of our carriers. Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with collectmyparcel.com.

Loss or damage under the following conditions will not be covered:

collectmyparcel.com will deal with the person who placed the order only.

Liability is limited to the cost of sending the item only and to the Insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.

Cancellation / Refunds

Should you need to cancel your booking (prior to collection), please Contact Us and we will cancel your order and refund your payment. Please quote your CMP reference number in all correspondance.

Complaints

We aim to provide outstanding customer service.
If you have any complaint about the service you have received from us, please Contact Us.

Severability

If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.

Governing Law

These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.

Statutory Rights

These terms and conditions are in addition to your statutory rights as a consumer which remain unaffected.

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Registered Company

collectmyparcel.com limited
1 Mariner Court
Calder Park
Wakefield
West Yorkshire
WF4 3FL

collectmyparcel.com limited is a company incorporated in England and Wales under registration number 07084599
VAT Number: 978 0153 00