020 8931 1111 Mon - Fri: 9:00AM - 5:30PM

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PARCEL DELIVERY SERVICES

We offer discounted UK & worldwide courier
and express parcel delivery services to over
220 countries.

FREQUENTLY ASKED QUESTIONS

FAQ
Can I have a collection at a particular time?
The Driver can collect between the time booked and closing time of business as declared at the time of booking.
It is 3.30 pm and my collection hasn’t happened.
Collections can happen until 5.30pm.
Driver did not collect today in spite of booking this morning? What happens now?
In the rare event that the collection has not happened by the end of the day, please call us again to rebook your collection at a time convenient to you.
Are the deliveries guaranteed for next day?
Standard next day deliveries are not guaranteed.
How much is my Consignment covered for?
All services have an inclusive cover of £50 for loss or damage. Additional transit cover can be purchased at 2% of the declared value at the time of booking.
There is an exception to the inclusive cover – subject to goods not being on the list of prohibited or restricted items.
Do I sign for my goods if they are damaged?
You may sign for the goods received but state clearly as damaged and unopened. If you just sign it will be considered as goods received in good condition.
Do I need to keep the packaging?
If the parcel is received as damaged, all packaging and the goods must be kept as received after opening the package as the carrier’s claims department will need to inspect the damage before a claim can be issued.  If packaging is not kept the claim can be rejected.
How much time do I have to submit a loss or damage claim?
All claims must be submitted within 7 days from date of sending the goods.
I don’t want to book online, can I ring you to book the collection?
In order to save time and cost to yourselves it is better to book online, however you may call us if you wish.
I don’t want to prepare label online can I use a manual airway bill?
All carriers are asking for the shipping labels to be prepared online, as all the information is visible.
I made a mistake online, how do I delete or change this?
Please e-mail Customer Services with the required changes and we will confirm if we are able to correct the mistake or whether you will need to re book.
Packaging Advice
The Do’s

  •  Choose the size of the package according to its content. Under-filled boxes are likely to collapse; overloaded ones may burst.
  •  Always use high-quality materials for your shipments. Consider strength, cushioning, and durability when selecting your wrapping supplies.
  •  Choose boxes made of corrugated cardboard, with good quality outer liners. Use heavy-duty double-layered board for valuable items.
  •  Make use of cushioning materials, especially to stop your packaging contents from moving.
  •   Use strapping, when suitable, as a good way to seal and secure your box. Use strong tape if a strapping machine is not available.
  •  Put fragile goods in the center of a package; ensuring they don’t touch the sides. Your item should be well cushioned on all sides.
  •  Ensure liquids are stored in leak-free containers, packed with a lightweight, strong, internal material (for example, Styrofoam) and sealed with a plastic bag. Always remember that bad packaging may cause damage to surrounding items.
  •  Seal semi-liquids, greasy or strong-smelling substances with adhesive tape, then wrap in grease resistant paper. Always remember that bad packaging may cause damage to surrounding items.
  •  Place powders and fine grains in strong plastic bags, securely sealed and then packed in a rigid fibreboard box.
    Use “arrow-up” label for non-solid materials.
  •  Repack your gifts properly. Many goods sold in attractive packaging may not be suitable for shipping.
  •  Use triangular tubes not round tube-type cylinders to pack rolled plans, maps and blueprints.
  •  Remember always to pack small items in flyers appropriately.
  •  Protect your data discs, audio and video-tapes with soft cushioning material around each item.
  •  Complete the address clearly and completely, using uppercase letters when handwriting labels to improve readability for carriers personnel.
  •  When shipping sharp items, such as knives or scissors, ensure that you fully protect the edges and points. Heavy cardboard is suitable for this. Fix the protective material securely so that it cannot be accidentally removed in transit.
  •  Always use cardboard dividers when sending flat, fragile material (such as vinyl records).
  •  When re-using a box, remove all labels and stickers. Ensure that the box is in good shape and not worn out.

The Do Nots

  •  Do not use bags made of fabric or cloth.
  •  Do not over seal your package. Remember that all shipments can be opened by customs authorities for inspection.
  •  Do not use cellophane tape or rope to seal your shipment.
  •  Do not consider “Fragile” and “Handle with care” labels as a substitute for careful packaging. They are only appropriate for information purposes.

* Please note that Planet Couriers Ltd will accept no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation.

UK Mail - Prohibited & Restricted Items
Prohibited items

All items listed below (or any item similar in description or content) are permissible with prior approval by UK Mail.

  •  Dangerous goods including LQ
  •  Lithium batteries by air
  •  Alcoholic beverages
  •  Perishable items
  •  Food stuffs

For clarity, Dangerous Goods are substances or articles that can pose a hazard to the health and safety of people or may cause damage to property or the environment (in the event of a leak or spillage).

All items listed below (or any item similar in description or content) cannot be carried under any circumstances by UK Mail.

  •  Animals, animal parts, livestock and insects
  •  Antiques
  •  Artwork
  •  Bullion
  •  Cashiers or travellers cheques
  •  Cigarettes (tobacco and tobacco products)
  •  Credit or debit cards
  •  Currency
  •  Drugs (prescription and medicines)
  •  Firearms
  •  Important documents (passports, tenders, share and option certificates)
  •  Jewellery or valuable items of wear
  •  Money orders
  •  Negotiable instruments in bearer form
  •  Plants (including living plants, parts of plants, fruits, vegetables and seeds)
  •  Precious stones or metals
  •  Stamps
  •  Unprotected furniture
  •  Weapons, explosives and munitions

Important: This list is not exhaustive; it exists as a rough guide only. Please check our terms and conditions for more accuracy.

Dangerous goods

As a shipper it is your responsibility to know exactly what is in your products. It is also your responsibility to ensure the goods are declared accurately.

UK Mail will only carry dangerous goods which are packaged, marked and labelled in accordance with the Limited Quantities exemptions ADR or which are packaged, marked and labelled in accordance with a specific Special Provision which exempts the goods from the requirements of ADR. Items which UK Mail will not accept are:

Class 1 (Explosives except 1.4S)
Class 2.3 (Toxic Gases)
Class 5.2 (Organic Peroxides)
Class 6.2 (Infectious Substances)
Class 7 (Radioactive Material)
Any substances or articles in Packing Group I (PG I)
Any substances or articles exceeding Limited Quantities or not packaged in accordance with a Special Provision which specifically exempts the goods from the requirements of ADR
Any substances or articles which have not been correctly packaged, marked and labelled

UK Mail cannot accept any dangerous goods for delivery to the Channel Islands. Goods to other offshore destinations within the UK (e.g. Eire, Scottish Islands etc.) must be prepared in accordance with the IMDG Code as they will be sent by sea transport. IMDG shipments must also be accompanied by a fully completed dangerous goods note.

Specific exclusions

Please note that there are numerous specific exclusions to individual countries; for example you cannot ship personal effects to Australia or untreated wood products to the USA and Canada.

DHL - Prohibited & Restricted Items
There are some obvious things that you cannot send with DHL (such as animals, illegal substances, guns and explosives for instance). But there are also less obvious items that DHL can’t transport, including aerosols, perfumes, aftershaves, eau de toilettes and cash. See below to find out what you cannot send.

For international carriage there may be additional prohibited items specified by the country of destination.

The following items will NOT be accepted for carriage by DHL. This list includes items which are prohibited for carriage by any law, regulation or statute of any federal, state or local government of any country from, to or through which the items may be carried. For international carriage there may be additional prohibited items specified by the country of destination. DHL may at its sole discretion refuse to carry other items not listed below.

  • Alcohol – to other EU countries (sending alcohol within the UK is permitted). Shipments containing alcohol to destinations outside the EU may be subject to local restrictions
  • All Samsung Galaxy Note7 and Samsung Note7 devices
  • Antiques, works of art and fine art with an individual value in excess of £5,000
  • Bullion (of any precious metal)
  • Cash (legal tender – bank notes, currency notes, coins) and travelers cheques
  • Clinical and / or biological samples (including but not limited to bodily fluids and tissue samples)
  • Complete original and imitation firearms and firearm parts (including rifle butts, trigger mechanisms, screws / bolts etc which are manufactured for the sole purpose of creating a functional firearm), ammunition, explosives / explosive devices
  • Dangerous / hazardous goods including but not limited to perfumes, aftershaves, aerosols, flammable substances, dry ice, biological substances, UN classified dangerous goods and any goods specified as such under International Air Transport Association regulations (“IATA”), the Agreement on Dangerous Goods by Road (“ADR”) or International Maritime Dangerous Goods (“IMDG”) regulations
  • Electronic cigarettes
  • Furs
  • Human remains or ashes
  • Hunting (animal) trophies, animal parts such as ivory and sharks fin, animal remains or ashes, or animal by-products and derived products not intended for human consumption, prohibited for movement by the CITES Convention and/or local law
    Illegal goods, such as counterfeit goods and narcotics
  • Jewellery, costume jewellery, watches and objects constructed of precious metal and/or stones with a value in excess of £4,000 per waybill
  • Laptop computers – No more than 2 laptop computers per package. Each package may not contain more than 1 lithium ion battery per laptop which must be contained within the laptop. No more than two packages per consignment. The shipment must not exceed £5,000 per waybill
  • Lithium batteries
  • All lithium metal batteries. Lithium metal batteries are generally non-rechargeable and contain metallic lithium
  • Loose lithium ion batteries. Lithium ion batteries do not contain metallic lithium and are rechargeable. These include power banks, USB chargers etc
  • Small electronic items, including mobile phones, containing lithium ion batteries – each package may not contain more than 2 batteries which must be contained within the electronic device. No more than 2 packages per consignment.
  • Live animals (including but not limited to mammals, reptiles, fish, invertebrates, amphibians, birds, insects, larvae and pupae)
    Loose precious and semi-precious stones (cut or un-cut, polished or un-polished)
  • Pornography (whether in printed, film or digital format)
  • Tobacco, loose leaf tobacco products and pre-rolled cigarettes
  • Used car parts and engines – only acceptable if all steps have been taken to nullify hazardous residues
Volumetric Weight Calculation

The volumetric weight of a shipment is a calculation that reflects the density of a package. A less dense item generally occupies more volume of space, in comparison to its actual weight. The volumetric or dimensional weight is calculated and compared with the actual weight of the shipment to ascertain which is greater; the higher weight is used to calculate the shipment cost.

 

DHL

The conversion factor used for calculating the volumetric weight of DHL and UPS shipments is 5000 and the formula is:

Length x Width x Height (cm) / 5000
DHL EXPRESS WEIGHTS & DIMENSIONS
Services EXPRESS 9:00 (10:30) EXPRESS 12:00 EXPRESS WORLDWIDEECONOMY SELECT
Weight
Maximum conveyable piece weight30kg30kg30kg30kg
Maximum non-pallet piece weight30kg70kg70kg70kg
Maximum pallet piece weight Not accepted Not accepted 1,000kg 1,000kg
Maximum shipment weight 300kg 300kg1,000kg 1,000kg
Dimensions
Maximum conveyable piece dimensions (LxWxH)120x80x80cm 120x80x80cm120x80x80cm120x80x80cm
Maximum non-pallet piece dimension 120cm120cm 300cm 300cm
Maximum pallet piece dimensions (LxWxH) Not accepted Not accepted 120x100x160cm 120x100x160cm
Maximum pieces per shipment9999999

UK Mail

The formula for calculating volumetric weight of UK Mail shipment is:

 

Length x Width x Height (cm) / 4000

 

Items presented for carriage that meet the criteria below, will be deemed out of gauge or long length by UK Mail and will travel through their loose load and cage transfer operation. Items presented for carriage that meet the criteria below, will be deemed out of gauge or long length by UK Mail and will travel through their loose load and cage transfer operation.


Out of gauge
: items that have two sides 800 mm or more in size
Long length: has one side of 1400 mm or greater

                       item that requires more than one person to lift due to weight or size (greater than 30 kg)

Heavy items:  If your item requires more than one person to lift due to weight or size (greater than 30 kg).  This will also be deemed out of gauge or long length

DO YOU HAVE ANY QUESTIONS?

We will be happy to answer any questions or concerns you may have.

Please call us on: 020 8931 1111

or

Send as an email to operations@planetcouriers.com