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Interparcel FAQ - Frequently Asked Questions

Interparcel

Help & Advice - Frequently Asked Questions


There are a few things you need to know to make sure your parcel arrives at it's destination safely and on time.
Click on the questions below for more information.

Collection Help
A. Probably not. You can specify a package ready time, which may be up until 3pm, although this depends on your area. Your package will be collected between this time and 5.30pm.
A. We can only collect boxes, letters and jiffy bags under our normal services. Please note that we also have a Pallet service available through Quote and book.
A. Collections are up until 5.30pm. Please feel free to contact us after 4pm if you are concerned about your collection, and we can check with the depot.
A. Our only service that offers 'guaranteed collection or your money back' is the UPS Premium service, available to UK destinations.

On all other services they are either non guaranteed or guaranteed delivery only, this guarantee will only apply once the package has been collected.

We are therefore only able to provide a refund of postage for failed collections on the UPS Premium service.
A. Interparcel are a courier broker and therefore not the collecting agent. We have very few collection issues, but if the collection does not take place please contact us so that we are aware and can rearrange your collection with the carrier.
A. The driver will always attempt to collect during the requested time slot where possible. The time slot however is only a request and should the driver not be able to collect during this period they could attempt outside of this slot between the hours of 9-5.30pm (Up until 9pm for the Home services of Yodel and Hermes Economy).The driver would always rather attempt than not attempt at all if they cannot collect during the requested time slot, but we really do get very few issues of this nature as the time slots displayed are supplied by the carrier knowing when the driver is due to be in your area.
A. On the initial page of Quote & Book each service will display the next available collection date. Depending on the time of day some services may offer a collection the same day as booking.

Collection dates are listed up to seven days ahead so you can plan your orders in advance.

Damage and Claims
A. Most services benefit from inclusive transit cover of 50. See individual service desciption.
Additional transit cover can be added at 2% of the declared value up to 1000 in consignment value.
A. There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items on our Prohibited or Restricted Items list, or if the item was not boxed or packaged sufficiently.
For the full list of exclusions, please refer to our Prohibited Items list and Terms and Conditions.
A. Additional transit cover can be added during the booking process in set increments 100/250/500/750/1000 and is charged at 2% of the declared value.
A. Most services have an inclusive cover of ?50 for loss or damage apart from the UPS Premium service that is covered for ?150 as part of the shipping price and Hermes Economy & Collect + that are covered up to ?50.00 only with the signature service and has no cover without.
A. Please ensure you shipment does not contain any Dangerous goods as well as all items listed as Prohibited as they could be subject to return at your cost or be removed / destroyed by Customs. You have already ticked to confirm that this consignment does not contain Prohibited items. but please pay particular attention to items you may not have been aware are actually Prohibited, such as Perfume and Aerosols. Please also be aware of re using old boxing that may state 'Hazardous' on the side, This is strictly Prohibited and may have serious security implications. A link to the full list is found here: Prohibited / Restricted items. If you find your item listed, please contact us for immediate cancellation of the service and refund.

In addition, any Restricted item that is sent is at your own risk and will travel without any damage cover. We do not recommend sending any restricted items through our services as they are too fragile for the Network.
A. The majority of services include Transit cover against Loss or Damage up to the value of ?50 (Accept the UPS Premium Service which includes ?150 of cover and Hermes Economy & Collect + which only has cover on the signature service).

Enhanced cover can be added during the ordering Process up to the value of ?1000 in set increments charged at 2% of the declared value.

We do not recommend sending any item over ?1000 as it cannot be covered for more than this value in transit.

Damaged Items
A. If the goods are damaged, please sign to accept but note that the goods are damaged.

If you sign for the goods in 'Good Condition' you will not be able to process a claim.
A. If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging.

If the packaging is not kept this could invalidate your claim.
A. In order to process a claim the following are needed:
*Photograph of the item
*Photograph and description of the packaging
*An invoice showing the value of the consignment
A. Only the person that placed the order can start a claim and only the person who placed the order will be paid out.
A. All claims must be received within 28 days of the date of booking. We will not be able to process claims received after this date.
A. The industry standard to resolve a claim is 8-12 weeks. Interparcel aim to conclude any claim received within 28 working days.
A. The damaged item must not be moved until the claim is completed as this will invalidate the 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 if you wish.
A. Please email all the relevant information to customerservices@interparcel.com

Delivery Help
A. We can arrange great import rates.
Please visit www.interparcel.com/quote for a competitive quote.
A. If your consignment was sent on a guaranteed service then you will receive a full refund should the delivery exceed the guaranteed time.
A. Guaranteed deliveries, where specified only apply to Mainland UK, further limits are placed on Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland, Highlands and Islands and Offshore Islands may be subject to a 24-48 hour delay with all carriers. Glasgow can take an additional hour on the by 9.30am, 3pm service. Please check before sending.

Drop Off Advice
A. We have a new service called InPost Locker drop off.

Inpost operate over 1000 Locker drop off locations currently in the UK and growing!

These secure lockers are based in central, well lit areas with CCTV so you can drop your parcel off 24 hours a day!

For more information, see our Inpost page by clicking here, or simply watch the simulator here so you can experience a 'virtual' drop off right from your pc!

General Advice
A. Furniture is classified as movable objects which may support the human body (seating furniture and beds), provide storage, or hold objects on horizontal surfaces above the ground.
A. Dishwasher, Clothes dryer, Freezer, Refrigerator, Cooker (also known as Range, Stove, Oven, Cooking plate or Cooktop), Water heater, Washing machine, Trash compactor, Microwave, Air Conditioner.
A. Dangerous goods are articles or substances which contain explosives, flammable gases, flammable liquids, flammable solids, resins, or solvents, oxidizing substances and organic peroxides, infectious  or toxic substances, radioactive materials, corrosive substances or liquids, miscellaneous dangerous goods such as batteries or battery powered equipment, environmentally hazardous substances.

These items Cannot be sent through our services.
A. If you need any help at all on our site, please do call us and we can talk you through it, click on live chat it it's available or you can email help@interparcel.com and we'll get back to you.
A. At Interparcel we always welcome customer feedback as you're the ones using the site. Any suggestions you have will always be taken into account and may help other customers too!

Please email us at suggestions@interparcel.com and we'll give you feedback on what we think!

International Orders
A. This is unpredictable and is at the discretion of the customs in the destination country.
If they do impose charges, the recipient will be contacted by the customs directly and we cannot get involved in the process.
A. The simple answer is to be as descriptive as possible. Never put 'gift' or 'goods' as this will delay the item in customs whilst the classify exactly what the item is. You must enter every item individually and be as descriptive as possible to avoid delay.Please also note that Personal affects are 'Restricted' through our site and is sent are at the customers own risk. Personal affects can also attract higher customs charges.
A. The value entered must be for the replacement value of the goods, therefore there should never be a need to put a nil value.The Value of any goods sent must be able to be proven in the shape of a Purchase receipt in the event of a claim. For this reason Personal affects should not be sent and can attract a higher customs charge.Please note - As it is difficult to prove the value of Personal Affects they are listed under our Restricted items. They can be sent, but it is at the customers own risk and no claim can be made in the event of damage or Loss.
A. An accurate description and reason for Export must be entered on The Customs invoice. If customs find different items than declared or an incorrect reason for export stated (such as Gift when actually purchased) then a Surcharge could be applied or the shipment returned.

Online Booking
A. In order to keep our prices low, we cannot take telephone bookings.
A. We currently accept the following payment methods:

Visa Credit, Visa Debit, Mastercard Debit, Mastercard Credit, Solo & Electron as well as Paypal & Amazon payments.

We also offer the option to Store cards and a Pre Pay facility. Please contact us if you require more information.
A. Some of our services need a Shipping Label to be attached to your packages, so you will need to be able to print these out.
For this, you will need a good quality printer.
A. Web members no longer receive a standard discount. Promotional offers will be available from time to time where we will be able to offer varying discounts for our customers to benefit from. Terms & Conditions apply.
A. Please e-mail customerservices@interparcel.com with the required changes and we will confirm if we are able to amend the booking or whether you will need to rebook.

Packaging
A. We operate a parcel delivery service. Every item must be boxed (or jiffy bag / envelope depending on size) to travel in our system.
A. You must label all packages clearly with the destination address.
When you book with us, you will be given the option to print out address labels.
A. We can only accept items that are professionally packed within a box ready for the driver.
The item must be cushioned, protected with suitable outer packaging and the corners protected.
If the item is not correctly packaged the driver may refuse to collect and if the contents are not protected adequately any claim will be invalidated if damage occurs in transit.

Please Click Here to visit our Packaging Advice section.
A. You need to know this information to use our services.

If these details are wrong, you will be charged the extra postage costs plus a 15 administration fee.
A. Please ensure you have selected the correct size Pallet to accommodate your goods and that the goods do not overhang.

All goods must be shrink wrapped securely onto the Pallet. Should the carrier be providing the Pallet the goods must still be shrink wrapped as quickly as possible whilst the driver waits. Please note a surcharge may apply should the driver be kept waiting longer than 15 minutes.

Payment
A. With Prepay, you use your credit or debit card to make a payment to your Interparcel account.
Then whenever you send a parcel and choose to pay by Prepay, your account gets debited the purchase price.
The whole checkout process is much faster, as no card details need to be entered.
A. You can top up your Prepay account with as little as 20, up to a maximum of 200 per top-up.
The maximum credit your Prepay account can hold is 500.
A. All funds in your Prepay account are valid indefinitely, as long as you use your account at least once a year.
If you do not use your account for at least a year, your credit will expire automatically.
A. We currently accept Visa Credit, Visa Debit, Mastercard Debit, Mastercard Credit, Solo & Electron.
A. If you would like to withdraw any Prepay funds, you will need to contact our Customer Service team who will arrange this for you.
Please note that we can only transfer funds back to the original credit or debit card that was used.
A. To pay for  a shipment using Prepay, you need to have enough funds available in your account to cover the whole amount.
You cannot split payment for an order between different payment methods.
A. You need to ensure you have enough funds in your account to cover the whole purchase price of your order.
If you do not have enough available, you will not be able to pay by Prepay until you top-up your account.
A. Just select the 'Prepay' option under the 'My Account' menu and follow the instructions there.



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Advice and helpful tips for sending your parcel
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