Will I have to pay customs charges when I send a package?
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.

How should I describe the goods?
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.

What value do I place on the goods?
The value entered must be for the replacement value of the goods, therefore there should never be a need to put a nil value. If an item is not replacable then it should not be sent and we cannot mail personal affects.

Damaged Items

Do I sign for my goods if they are damaged?
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.

Do I need to keep the packaging?
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.

What cover does my consignment have?
All services come with an inclusive transit cover of £50. Additional transit cover can be added up to £1000 in consignment value.

What do I need to start a claim?
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

Who can start a claim?
Only the person that placed the order can start a claim and only the person who placed the order will be paid out.

How much time do I have to submit a loss or damage claim?
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.

How long will my claim take?
The industry standard to resolve a claim is 8-12 weeks. Courier-Comparison aim to conclude any claim received within 28 working days.

Are there any exclusions to the Transit Cover?
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.

How will I get my item back?
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.

How do I start a claim?
Please send all the relevant information to: customerservices@courier-comparison.co.uk

What value do I place on the goods?
The value entered must be for the replacement value of the goods, therefore there should never be a need to put a nil value. If an item is not replacable then it should not be sent and we cannot mail personal affects.

I don't want to book online, can I ring it through to you?
In order to keep our prices low, we cannot take telephone bookings with the exception of specialised services.

Payment Methods
We currently accept the following payment methods:

Visa, Mastercard, Switch/Maestro, Solo, Delta, Electron via Paypal.

Do you offer credit accounts?
Not normally. If you are a limited company and send more than 50 packages a week, we may be able to offer you an account subject to status.

Why do I need a printer for some services?
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 B&W or colour printer.

Members Discount
Web members gain a 5% discount off selected services as long as they are logged in before the order is placed.

I made a mistake online, how do i change this?
Please e-mail Customer Services with the required changes and we will confirm if we are able to ammend the booking or whether you will need to re book.
customerservices@courier-comparison.co.uk

Can I add additional transit cover?
Additional transit cover can be added in set increments.

Does my item need to be boxed?
We operate a parcel delivery service. Every item must be boxed (wrapped or jiffy bag / envelope depending on size) big items can be wrapped in bubble wrap / cardboard / bin bags or similar and attach the delivery address to each package to travel in our system.

What address details do I need to write on my package?
You must label all packages clearly with the destination address.

How should I package my item?
We can only accept items that are professionally packed and easy to handle 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.

I'm not sure of the exact size or weight of my package.
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.