Please note items must be boxed

Everything you need to know about sending parcels

Before you post

Can I add in extra compensation cover for my parcel?

Can I add in additional compensation cover for my parcel?

Your parcel comes with up to £50 compensation cover with UPS and £25 with DPD as long as your parcel has been packaged correctly and doesn't contain a prohibited or restricted item.

If your item is worth more and you want to have the peace of mind of additional cover you can add this when you book your parcel. The cost is subject to a minimum of £5 with UPS and £7.50 with DPD or 2% of the value whichever is the greater and you will need in the event of damage, proof of value such as a recent receipt or valuation. 

We send thousands of high value items all over the world for our customers and it is a very rare event that something gets damaged. As long as you have taken care to package it correctly with a strong new box the chances of it getting broken are pretty low. 

If in doubt don't hesitate to phone us for advice.

Can I change my order after I've booked to send my parcel?

Can I change my order once I've made a booking?

If you contact us we will do the utmost to accomodate your changes.

Sometimes it is just easier to start again with a new order and will will cancel and refund you for the wrong one.

Please note there may be a modest charge for this if we are charged for refunds.

You cannot add in transit cover after booking so in this case we do advise to rebook a new one and contact us for a refund. We endevour to make all refunds within 1 working day of your request.

 

Can I send a bike?

Can I send a bike?

I am very sorry we cannot ship bicycles as they are a prohibited item. They are too large for the carrier we use for shipping parcels even boxed.

A company such as shiply.com would be able to help you find a carrier who could carry this item for you.

Can I send a suitcase or luggage home with your service?

Hi I'm returning home and need to send my suitcase home, how do I do this?

We do send suitcases, bags or luggage but only if they are enclosed in a box or wrapped in cardboard.

If you send a suitcase, bag or luggage not enclosed it will get lost.

The driver may refuse to carry it for you and the label will not stay attached during transit and your case will get lost.

Most local shops will put their cardboard boxes out for collection for rubbish once a week. You can use a couple of large boxes to wrap round your case to enclose it completely for shipping.

Use lots and lots of parcel tape so your case is securely inside and then attach your label with clear tape all over the label so it can't come off

Handy Hint

Personal belongings are not included in transit cover, even if you decide to insure it the insurance is not valid for personal belongings so please take your valuables on the plane with you. You are sending them at your own risk, back to the lots and lots of packing tape.

Please. Please don't leave sending your boxes until the day before you fly! It is so stressful for everyone if for some reason you miss the driver and you are flying home the next day. We cannot get the drivers to call in the morning so send them a few days before and please track your parcels.

 

Can I send Heavy or Oversized Parcels?

Can I send a heavy or oversized parcel?

Yes in some cases we can send these for you but you will need to contact us and we will book it for you from our office. We can then quote a price for you.

We may not be able to cover for damage any item weighing over 30Kg. 

Give us a ring and we can advise you.

Can I specify a collection time?

Can I specify a collection time?

We cannot give a dedicated collection time. Please arrange your collection for a day when you or someone will be at home. We can collect from an alternative address if this suits you better. Why not have it collected from your workplace or a neighbours or friend's house.

When you book a parcel it will be collected either the same afternoon or the next day usually in the afternoon up until 5.30pm or 6pm in London. Your confirmation email will tell you.

If you need to send your parcel on an alternative day, please contact us and we will cancel your collection and arrange another day for you instead.

If you miss the driver or he cannot find your address and your collection is missed, please contact us immediately by phone 08456 478 479 or email info@pharosparcel.co.uk and we will reschedule another collection for you.

Dropping off a parcel. - If you are using UPS, did you know you can save time waiting at home by dropping your parcel into one of their access points local to you.

Click here to find your nearest drop off point. 

Can the courier collect my parcel if I leave it outside unattended?

Can I leave my parcel in safe place for the courier to collect?

We do not recommend that you do this as we cannot guarantee at what time the driver will be calling to collect your parcel. 

Why not ask us to scheudule your parcel for collection on another day or have it collected from your workplace.

Alternatively if your parcel is under 20Kg and 80cm in size you can once you have booked it and attached the label drop it into a drop off point rather than waiting at home for the driver. 

Can you guarantee Collection and Delivery of my Parcel?

Can you guarantee collection and delivery of my parcel?

We are very selective.

Our carrier partners enjoy an enormous sucess rate for both collections and deliveries and we get very few complaints.

Sometimes with the best will things go wrong, roads can be closed after an accidents, traffic can be delayed or bad weather can affect routes and your parcel can miss it's connection for it's onward journey.

Sometimes drivers can have problems finding an address, a contact telephone number is helpful,although not all drivers have mobile phones to use so please don't depend on the driver being able to phone you. and please make sure your doorbell is working!

We cannot ask the driver to phone you before he collects, you do need to make sure someone is at home for collection. 

If you are leaving your parcel in a safe place, please leave a note on the door for the driver and contact us to let us know and we can send him short messge giving him directions.

We are sincerely sorry if a collection or delivery of your parcel has not gone as you have planned.

Do please contact us so we can reschedule a collection or look into if there has been a delay in delivery why this has happened.

Do I have to pay customs charges when I send a parcel abroad?

Do I have to pay customs charges when sending a parcel outside the UK?

If you are sending a parcel within the EU there will not be any customs charges made for importing into that country.

That said there are a few that catch people out.

Norway, Switzerland, The Canary Islands and The Channel Islands are not within the EU and may levy customs charges.

For parcels sent beyond the EU each country have the power to add addtional taxes or customs charges when you send a parcel into their country.

These can be applied whether your contents are brand new or have already been used. We cannot give you any infomation on how much the charges will be or whether the receiver will be charged.

Before selling something to send overseas please make sure your receiver understand they may be liable for customs and taxes and that they are willing to pay them. To return a parcel back to the UK costs many times more than you have just paid to send it and in some cases there may still be a charge to have your parcel released from customs even if you elect to have it returned.

Please contact the customs office of the country you are shipping to for more information.

Whilst we can get a parcel to the country of destination our carriers have no influence at all on the local customs office. 

Do I need a label for my parcels?

Do I need a label for my parcels?

Yes. When you have finished your booking, you will be able to download and print your label which contains the delivery information and a barcode. Please securely attach this to your parcel. We suggest using clear tape all across the label so it can't get torn. 

You can also download your label from the confirmation invoice from us which is great if you are not near a printer when booking. 

Please note you are accessing our considerable discount by using our company. If you do not use the label we provide for you, you will be liable for charges from the carrier direct at a much higher price than you have just paid with us. Also we will not be able to track your parcel for you if you don't use the label provided.

Do I need to fill in a Customs Form?

Do I need to fill in a form for customs?

If you are sending a parcel within the EU, that is within the UK or any country who is a member of the EU you do not need to fill in a commercial invoice form.

However if sending a parcel to:

Norway, Switzerland, The Channel Islands and The Canary Islands you will need to fill in a commercial invoice.

If you are shipping to any country outwith the EU you have to fill in a commercial invoice stating clearly each and every item in your parcel and the value.

Even if the contents are of no value you need to state what is in the parcel.

Even paper for brochures has an intrinsic value and a customs official will not look kindly if they feel you are trying to avoid paying duties and taxes.

Neither ourselves or our carriers have any influence over what a customs official might decide to charge for duties and taxes for entry of goods into their country. 

Once your parcel is in their juristriction we cannot negotiate with them. UPS do use brokers in most parts of the world but if you decide to use your own broker we cannot help you further from this point.

Please make sure the receiver of your parcel is aware you are sending them a parcel and that they are prepared to pay for duties and taxes. To abandon a parcel half way across the world can come with charges for abandonment and some countries will not allow us to abandon a parcel and will insist it is returned.

We do not have the same discounts for a returned parcel and in many cases it can cost hundreds of pounds for your parcel to be returned back to the UK.

Do I Need to Package up my Items for Delivery?

Do I have to package up my items for delivery?

Yes, absolutely! You must enclose your items in a strong double walled box suitable for the weight of your item and ensure it has lots of internal cushioning and can't roll about in the box.

If it is a small light weight item it can be put in a jiffy bag. 

Please read our advice on packaging your items.

What You Need to Pack Your Parcels

We cannot send suitcases, luggage or bags unless they are enclosed in a box or cardboard and throughly secured with parcel tape. Personal belongings are not covered for loss or damage and are sent at your own risk.

We do not at present collect pallets, crates or unpackaged goods. You will be invoiced for additional charge for any unpackaged goods.

Dropping off a parcel

Dropping off a parcel

 

If you are using UPS, did you know you can save time waiting at home by dropping your parcel into one of their access points local to you? This is a great service saving time waiting in for a driver. Click here to find your nearest drop off point. 

www.ups.com/dropoff

Parcels have to weigh under 20 Kg and be shorter than 80 cm in length.

Please make sure the shop gives you a receipt for dropping off your parcel with your tracking number on it so you can track it.

Help! I can't get a price for my Parcel on your quote me page!

Help! I can't get a price for my parcel.

Don't panic, we're here to help. Give us a call!

It could be the weight or dimensions are too big or you may have put the longest size down as the height rather than length but give us a ring or email us and we can help you.

How do I get a price to send my parcel?

Getting a price to send a parcel

It's very easy, just visit our quote page where you can get a quote in seconds.

www.pharosparcel/quoteme

You will need the following information:

  • Which country you are sending your parcel to
  • The weight of your parcel in Kg
  • The dimensions of your parcel in cm, the longest side is the length
  • Which service you need

* Please note some parts of the UK including Highlands, Islands and Northern Ireland are more expensive to send parcels to

Next

  • Look at the quotes and decide which carrier or service you would like to use. Then click to book. You do need to have access to a working printer to use our services. You can also access your label on the confirmation email we send to you if you are booking on your phone or tablet.
  • Now we need to know exactly where your parcel is coming from and going to, just fill in the form with your collection address. If you are using DPD fill in your mobile number and if your parcel is due to be collected the following day you will get a text the next day telling you what time the driver will be in to collect from you.
  • Please tick the residential box if you are sending from an residential address, if you are sending from a business address fill in the name of the company.
  • If using DPD for your receiver's address please fill in your receiver's mobile number or email address. Again DPD will text them or email them telling them what time to expect the driver. If sending abroad with UPS please fill in a local mobile or landline number. UPS will not contact the receiver but it is invaluable if they are having trouble finding the exact address.
  • You need to tell us what you are sending and you are responsible for checking you are not sending a prohibited or restricted item, even if you are not the sender. Failure to do this may result in your parcel being seized and destroyed or returned and you will be billed for this cost.

Transit Cover

You can add extra compensation cover over and above what is included in the service. If your item is a prohibited or restricted item there will be no cover so you need to check first.

 

Dont forget to print your label up and securely attach it to the parcel. We cover it all over with clear tape so it can't come off in transit.

Can I specify a Collection Time?

We cannot give you a dedicated collection time. When you book a parcel it will be collected either the same afternoon or the next day usually in the afternoon up until 5.30pm or 6 pm if in London. Your confirmation email will tell you when to prepare your parcel for collection. 

If you are using DPD you will receive a text to give you a collection window that the driver is hoping to collect from you if you getting a next day collection. 

If you need to send your parcel on an alternative day, please contact us and we will cancel your collection and arrange another day for you instead.

If you miss the driver or he cannot find your address and your collection is missed, please contact us immediately by phone on 01738 633220 or email info@pharosparcel.co.uk and we will reschedule another collection for you.

Dropping off a Parcel

If you are using UPS, you can save time waiting in for the driver by dropping your parcel into one of their access points local to you. This is a great service saving you time. Click here to find your nearest drop off point. 

https://www.ups.com/dropoff?loc=en_GB

Parcels have to weigh under 20Kg and be under 80cm in length to use this service

 

How do I print up my Labels for shipping?

How do I print my labels for shipping?

Once you have completed your booking you need to print up your label for shipping your parcel. Your label will be provided on the confirmation page at the end of your order for you to download as a pdf and print.

We also send you a link to your labels in your confirmation email if you prefer to download and print them later on.

 

How do I reschedule a Collection?

How do I reschedule a collection?

Just call us, email us or try our live chat.

We need your name, collection address and tracking number and we will re arrange this for you.

I went out when the driver came to collect my parcel what do I do now?

Missed the driver when he called to collect your parcel?

When you book your parcel with Pharos Parcel we automatically book the courier to come and collect your parcel for you.

With our new DPD service if you give us your mobile phone number or email if your parcel is being collected the next day you should get a text or email telling around what time to expect your driver.

With UPS as yet they cannot give us a collection time. Most collections take place in the afternoon but occasionally a driver will call to collect if he has dropped off another parcel in the same street. 

We do ask you to make sure someone is at home to hand over your parcel.  If you go out then we can arrange another collection but it will usually have to be the next day.

Also please note we are charged £8 if the driver calls to collect and there is nobody in so in some cases we will have to charge you for this additional collection.

If your parcel is under 20Kg you can drop them off at the various drop off points for DPD and access points for UPS. They are usually local shops near to your address.

What can I send in my Parcel?

What can I send in my parcel?

We want to make sure your parcel is delivered quickly and safely. Some items just can't be sent by couriers, and some have to be sent at your own risk. Please take a few minutes to read our prohibited and restricted items page and check the contents of your parcel. You are responsible for the contents of your parcel even if you did not pack it yourself.

www.pharosparcel.com/Prohibited-Restricted-Items-Pharos-Parcel

PROHIBITED items cannot be sent under any circumstances through Pharos Parcel. By law, you may not attempt to use a courier service to attempt delivery of these items. The penalties include fines and imprisonment and destruction of your parcel and billed costs.

RESTRICTED items are items we do not recommend you send. This may be because they are considered too fragile to send by a courier service. Your parcel will travel down various conveyor belts at speed and can travel down chutes. If you decide to send them it is entirely at your own risk and there will be no compensation for damage or loss even if you have elected to take out addtional cover. We will not be able to make a claim for compensation.

If you are not sure, just contact us, info@pharosparcel.co.uk

we're here to help you.

 

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

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

It is your responsibility to provide accurate information regarding the weight and dimensions of your parcel. 

Every parcel will be accurately weighed and measured by our carriers and they reserve the right to add on additional charges for incorrectly weighed or measured parcels.

An additional fee of £50 + VAT will be charged for any overweight and/or oversized parcels and invoiced to you.

If you are the receiver you are still responsible for ensuring your parcel is the correct weight and size. 

To weigh you parcel you can use kitchen scales for bathroon scales. To measure your parcel you can use a tape measure or a ruler.

 It is amazing how a box with a great weight in it can bow out to over the maximum measurements allowed. This is one of the reasons we don't carry bikes.

All carriers price their cargo by both weight and the size it occupies dimensionally. 

If in doubt add in extra to allow for the box to bow out or the weight to be greater than you think.

Extra charges are a hassle for us and you.

We want you to have a positive experience using Pharos Parcel.

Why was my parcel not collected?

Why was my parcel not collected?

Our courier partners are very reliable but just occasionally there can be hiccups. Driver's are targetted to make on average 50-100 collections each day that's once they've made all their deliveries, and sometimes bad weather, getting caught in a traffic jam or just running out of time can affect their ability to collect your parcel on the day required.

We cannot apologise enough if this happens to you.

It is a rare occurance and we will do everything we can to help you. 

Please contact us as soon as you can and we will try to make sure your parcel is collected the next day.

We cannot influence when the driver will be at your door. 

Most of the time collections are made in the afternoon but if the driver is delivering a parcel in your street he may pop in to collect in the morning to save him time later on in the day.

In London drivers will collect up until 6pm and this can rise to 7pm at busy times such as Christmas.

So please don't panic if you get to 5pm and you haven't seen your driver yet. 

You do need to collect that your collection has been made.

Don't rely on the driver to return, he won't you have to contact us to reschedule your collection again.

After you post

Can you give me proof of Delivery of my Parcel?

Can you give me proof of Delivery for my parcel? 

Our carrier will attempt to deliver to your door and if they find you are not in they may elect to leave it in a safe place, occasionally leave it with a friendly neighbour or drop it into an access/collection point for collection.

These are usually a local shop near your address where you can collect your parcel. You will need to take the card the driver has left you and two proofs of name and address one of which needs to have your photo on it such as a driving licence or passport.

We can usually provide you with proof of delivery if needed.

Just get in touch and we will help you with this. 

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.

I can't track my parcel, what do I do?

How do I track my parcel? If in doubt contact us.

You wil be given a tracking number with the confirmation email we send to you. 

We do recommend you track your parcel, with the best will in the world we cannot track each and every parcel sent through our service.

If there is an issue with the delivery address and you have supplied a correct local telephone number most of the carriers will try to contact the receiver but we cannot guarantee this will happen. 

You can track your parcel by putting your tracking number into our tracking box, the yellow one on the top of our website or you can track your parcel on the actual carriers website.

Your UPS tracking number is the one starting with 1Z5R

Your DPD tracking number starts with 1550

My delivery is late, can I have a refund?

Late Deliveries 

We very carefully choose the carriers we work with and they are renowned for their very high sucess rate for deliveries. 

Occasionally things can go wrong and there are circumstances that can affect their ability to deliver on time.

We do apologise if this has happened to you.

With most services we cannot guarantee a delivery date or make a refund, but with a few we can make a request for a refund for shipping for some express services.

My parcel has arrived damaged how do I claim?

My parcel has arrived damaged, can I make a claim?

We are delighted to say over 99% of our parcels arrive safe and in good condition to our customers all over the world.

However your parcel will travel down automated conveyor systems and travel at speed down chutes so there is the very occasional time that damage can occur.

Some things are just not suitable for shipping as a parcel through these systems and are more likely to be damaged in transit. Please check our prohibited and restricted list to make sure your item isn't in this list. If your item is on this list even if you have elected to take out transit cover we cannot make a claim for you.

If this should happen we need you to contact us immediately as we have a limited time in which to submit a claim and we can advise you on if we can make a claim on your behalf.

You need to make sure the receiver doesn't dispose of the box or packaging as this invalidates the claim.

Also please check you have securely cushioned your items within a strong double walled box suitable for the weight and dimensions and that there is at least 6cm of internal cushioning protecting your item. 

If a claim is rejected it will be because there is insufficient packaging. 

For an item of high value we recommend that you take photos to show the box and content sufficiently packed and we need your receiver to send us photos of the box and packaging if it arrives damaged.

 

My parcel hasn't arrived what do I do next?

My parcel hasn't been delivered what do I do?

First of all don't worry. If you have checked the tracking it will usually tell you if there is an issue, perhaps the receiver wasn't in on the day of delivery or there is an issue with the address, or simply it has been delayed with bad weather or a road accident. 

If your parcel's tracking has not been updated for more than 24 hours, please contact us immediately and we will phone the carrier for you.

Often they have more information on their systems. If they cannot find any more information we will ask you to fill in a form and return it to us so they can instigate a trace. We will need to know the name, telephone number and address the parcel was collected from, the name, telephone number and address the parcel was being sent to. We need to know the weight and dimensions of your box and if there are any distiguishing marks such as symbols or writing on the outside of the box. We will also need a full list of the contents with as much detail as we can. 

Tracers will take up to 10 working days so we ask you to be patient with this process. The carriers will conduct a thorough search of everywhere your parcel will have been en route from collection to delivery. They are very good at finding lost parcel the most common reason being that the label has come off. 

 

When is my parcel due for Delivery?

When will my parcel be delivered?

Every service we offer has a estimated transit time from the date of collection.

We do ask you to track your parcel so you know when it is out for delivery.

We also ask you to make sure someone is at home to take recept of your parcel.

We would love to do this for you but we simply do not have the resources for each and every parcel sent through our services. 

We cannot provide a guarantee for delivery except from our premium services such as express and express saver with UPS.

Our carriers have a very high sucess rate.

Quite often if there is a problem with delivery it is because there is an issue with finding the address or name of receiver on the door and if you are tracking your parcel if there are any issues please contact us straight away and we will do everything we can to help you.

If using our DPD Europe service if you have provided a mobile number or email address for your receiver you should get a text or email informing you that your parcel is out for delivery. Our customers in our parcel shop have found this to be a really great service. 

The courier can arrive at your door anytime from 8 am to 6pm at busy times such as Christmas deliveries can take place later and on weekends.

Why can't I see any tracking updates on my parcel?

Why are there no tracking updates on my parcel?

If you have recently place an order your tracking will not show on the system until the driver has collected your parcel and returned to the local depot in the evening, this is when the tracking should then be showing liv.

Occasionally we get this wierd thing where we end up with 'recycled' UPS tracking numbers and if you track it before the driver has got back to the depot it shows as having been delivered in a previous year. You tracking will be updated with your parcel delivery details as soon as the driver has scanned it at the depot.

If your tracking is still not showing as your parcel on the move the following day please contact us as soon as possible and we will look into this for you.

We do ask you to religiously track your parcel, we would love to personally track them all for you but logistically we can't. We do have a system with UPS that most of the time alerts us when there is an issue with delivery but at busy times sometimes we don't always get each and every delivery issue so it is vitally important you track your parcel.

Any problems don't contact the carrier, we don't want you to waste time waiting to speak to their customer service team, we have access to their preferred team with a dedicated person who works with us quickly and efficiently to find out what the problem is and help us to help you resolve it. 

When you contact us it is really helpful if you can give us your name, your tracking number and your parcel details what's in it and where it's going to and when you booked it.