Terms & conditions
As a user of this website you acknowledge that any use of this website including any transactions you make is subject to our terms and conditions below.
Our obligation to you
Pharos Parcel will arrange delivery of your shipment through a third party service with a reputable carrier as chosen at the time of ordering.
Pharos Parcel do not come into direct contact with your shipment, but arrange for the collection through one of the major carriers that we hold on account. This way, we can pass bulk ordering savings to you, the customer. Please ensure the correct parcel is given to the correct courier at the time of ordering.
The carrier has the right to refuse a shipment for reasons of insufficient packaging, being too large, or the dimensions of the order being falsely claimed. Pharos Parcel has the right to refuse any order from our system.
All claims should be directed through Pharos Parcel who will then contact the relevant courier on your behalf. If the courier is contacted directly, Pharos Parcel may not be able to assist you at a later date.
Pharos Parcel delivers door to door, so please check the postcode before sending to international addresses. Some areas, such as Turkey or parts of Ireland are not door to door, in which case the courier will follow local delivery customs.
Our ordering system books your collection automatically. If your shipment is not collected, contact Pharos Parcel and we will arrange an alternative collection as soon as possible.
If your delivery has to be returned for reasons beyond our control or due to erroneous information, a return charge will be applied.
Pharos Parcel cannot deliver to a PO Box. If your parcels have to be returned for this reason, no refund will be given.
All prices quoted on this web site are in GBP sterling.
Booking and Collection
Should your collection date not be available, we will provide an alternative. This collection time is not guaranteed on any services and in the rare event that the courier cannot make the collection, we will arrange another collection within 24 hours. We cannot specify a morning collection, but collections will be made up until 5.30pm on any working day.
By entering the weight and dimensions of your parcels you are telling us this information is correct. If they are heavier than indicated, the additional weight will be charged to your credit card or account, together with a surcharge of £15 + VAT. Additional charges will be confirmed in writing. Please ensure you are in at the collection time that you request. A surcharge of £10.00 may be applied if you are out when the driver tries 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 at the time of booking.
Collections and deliveries are made on working days only. Please ensure you are in at the collection date that you request. A surcharge of £10.00 may be applied if you are out when the driver tries to collect. A receipt must always be obtained on collection. No claim can be made if a collection receipt is not provided. Our services may require a barcoded label to be printed out and attached to your parcels. Manually providing this information at collection may incur an extra charge.
It is your responsibility to ensure that all the details are correctly completed and displayed on the correct parcel and no claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the courier's responsibility to check this information.
Remote Areas
Deliveries and collections in certain areas in Scotland, Wales, Cornwall, Northern Ireland and Offshore Islands may be subject to a 24-48 hour delay due to occassional local services. Deliveries to remote areas on all services may be subject to delay. Guaranteed services are not guaranteed to remote areas.
Delivery
Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt. Please note we cannot mail to any PO Box address or BFPO address through our services. Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit. Parcels that exceed the value of £4,700 may be delayed as they will require further documentation for clearance.
Damage / Loss
Your parcel comes with a limited transit cover up to the value of £50. You have the option when booking to add additional insurance to any parcel, at the value you specify, which replaces the basic cover.
In the event of a claim a copy of your invoice / waybill will be needed to prove the value of the parcels. In the rare event of damage, all packaging must be kept for inspection by the courier. 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 or repaired, or if the packaging is not kept, any claim will be dismissed.
Photographs of the internal and external packaging, as well as the damaged item, must be supplied to start a claim. Estimated repair costs should be supplied. If the item cannot be repaired then we would need this in writing from a specialist for the full claim amount to be considered. In the event that a claim is approved and repair costs are paid, no postage will be paid. Postage costs are only paid on approved claims where the full value of the goods have been paid.
A loss can only be processed once the carrier has made extensive searches and deems your parcel lost. Any claim must be brought to us within 10 days of receipt, or 28 days in the case of loss. Claims can only be re considered up to a period of 12 weeks after collection as the courier only holds records for this period. Pharos Parcel aim to resolve any claim within 28 working days.
Exclusions
A receipt must always be obtained on collection of your consignment. No claim can be made if a collection receipt has not been obtained as there is no proof that the carrier has collected the parcel.
In such a case a full refund will be given as there is no proof of service taking place. Any claim resulting from a parcel that is not packaged to the standard outlined on this website will be declined. In addition the sender will be liable for any damages caused in transit to other shipments or property resulting from sending a consignment that is insufficiently packaged.
Attempting to send prohibited items can lead to prosecution where unlimited fines and imprisonment is possible. Please see the Prohibited / Restricted Items section for more information.
Your Rights
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. 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. These terms and conditions are in addition to your statutory rights which remain unaffected. If you have any complaint about the service you have received from us, please get in touch.
Your parcel. Our promise.
Prohibited & restricted items
Please check that we are able to carry your contents before placing your order.
