Pricing
How is the price calculated?
On chargeable weight — the greater of the actual weight and the volumetric
weight (length × width × height ÷ 5,000) —
combined with the distance and the zones at each end, then multiplied by the
service speed you chose. Every component appears as its own line on the quote.
Why is my light parcel priced as though it were heavier?
Because it takes up space that nothing else can use. A large box of packing
foam occupies as much of the van as something far heavier, so it is charged
on volume rather than weight.
Will the price change after I book?
No. The quote you accept is the price recorded against the shipment. If the
parcel turns out to be substantially different from what was declared we will
contact you before doing anything.
Do you charge VAT?
Yes, applied to the taxable lines and shown separately on the quote and the
invoice.
Booking & collection
How quickly will you collect?
It depends on the service. Collection windows run from
3 hours on our fastest service to
48 hours on economy. The window for
your booking is shown before you confirm.
Can I send several parcels in one booking?
Yes. Add as many as you like — each gets its own barcode so pieces can be
scanned separately, and the shipment is priced on the total chargeable weight.
Do I need to print anything?
A label per parcel, which is generated the moment you book. It prints on a
4×6 thermal printer or on A4.
Can I cancel?
Any time before collection, from the shipment page in your account.
Tracking & delivery
Do I need an account to track a parcel?
No. The tracking number is the only thing you need. Recipients can use it too
without signing up for anything.
What happens if nobody is home?
The courier records the attempt with a reason and we schedule another
automatically. After 3 failed
attempts the parcel is returned to the sender and you are told why.
What proof do I get that it arrived?
A signature captured at the door and, where the courier takes one, a photo.
Both attach to the shipment and are visible to you immediately, along with
who signed for it.
What if my parcel is late?
Every service has a deadline we measure against. A shipment that passes its
deadline is flagged automatically and pushed up the priority order — you do
not need to chase it for that to happen.
Payment & cash on delivery
How can I pay?
Card, bank transfer, cash at our counter, or from a prepaid wallet balance.
Business accounts can ship on account and settle monthly.
Can you collect payment from my customer?
Yes. Set a cash-on-delivery amount when you book and the courier collects it
at the door. It is reconciled against that courier and settled to you.
What if the recipient refuses to pay?
The courier records it as a failed delivery with the reason. Nothing is handed
over, and the parcel follows the normal retry then return process.
Can I insure a shipment?
Yes. Declare the value and tick insurance when booking; the premium is a
percentage of the declared value and appears as its own line.
Business accounts
What do I get with a business account?
Contract rates applied automatically, monthly invoicing instead of paying per
shipment, a shared address book, and the ability to book on account.
How does monthly invoicing work?
Everything you ship on account through the month is gathered into one invoice
at the start of the next, itemised by shipment, with agreed payment terms.
How do I get set up?
Send us a note
with a rough idea of your volume and the lanes you ship, and we will come back
with rates.