Help and FAQs

Help and FAQs

Question not answered?

If you require help that isn't covered here, please use our customer feedback form .

Before booking

Can I specify a collection time?

When booking a parcel, it is normally collected on the same day up until 6pm. If you miss any cut-off times for same day collection, we will advise you of the next one available.

Back to top

Do I need to package up my delivery?

Yes, either in a suitable box, padded envelope, or wrapped in suitable paper. Advice on packaging your items can be found here . Please note we cannot collect palettes, crates or unpackaged goods.

Back to top

Do I need a label for my parcels?

Yes. When completing a booking, you will be able to download and print a waybill, containing delivery information and a barcode, which you should securely attach to your parcel(s).

Back to top

What if I don't know how heavy my parcel is?

It is your responsibility to provide accurate information about the dimensions and weight of your parcel(s). Any false or erroneous information will be noted and, upon delivery, Pharos Parcel will charge you any additional fees incurred, plus an administration charge of £10.

Back to top

After booking

Do I get compensated if my parcel is not delivered on time?

Some of our services are guaranteed delivery only. We will always attempt to collect your parcel the same day and work hard to make sure this happens.

Back to top

Do I get compensated if my parcel is lost or damaged?

You have up to 10 days to submit a loss or damage claim. If the goods are damaged, please sign to accept them. If you sign for the item in 'good condition' you will not be able to process a claim, so please mark them as damaged when signing. If you do not have time to check the items, please note 'goods unchecked'.

If the goods are received damaged, the packaging must be kept as not doing so could invalidate your claim. The carrier will not accept responsibility if the packaging cannot be provided when the goods are inspected. The damaged item must not be moved until the claim is completed as this will invalidate your claim. If the claim is paid out in full, the item will not be returned. If repair costs are paid the item will be delivered back to you.

Only the person that placed the order can start a claim and only the person who placed the order will be paid. There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items which are on our Prohibited or Restricted Items list, or if the item was not boxed or packaged sufficiently. It is your responsibility to ensure we are able to ship your items before collection. For full details, please refer to our Prohibited Items and Restricted Items list.

Back to top

Do I have to pay customs / import or other surcharges for deliveries abroad?

VAT is automatically added to countries in the European Union. Other charges, such as customs or import tax, are at the discretion of the customs officials in the receiving country, and therefore cannot be calculated prior to delivery. This means that the recipient is responsible for paying the extra fees, should they arise. If the recipient does not pay these fees, Pharos Parcel reserve the right to invoice you for the actual costs, should they be charged back to you as the sender.

Back to top

I have changed my mind about a booking. How do I cancel?

Please contact info@pharosparcel.co.uk as soon as possible and refuse any collection. If your item has already been collected, we will attempt to stop the delivery, but cannot be held responsible as it is no longer in our control. Should cancellations be successful, Pharos Parcel reserve the right to charge any fees incurred, up to the full value of the booking.

Back to top