Frequently Asked Questions

Discounts and services   |   Collection and Delivery   |   Customs Advice   |   Damaged Items   |   Online Booking   |   Packaging

Discounts and services

Do you offer discounts for bulk purchases?
Yes, we offer discounts for larger pre-pay quantities, you may simply pre-pay and use these at any time within a 6 month period.

I am not a business, can I still use your services?
Yes, our services are for both business and residential, all we ask is that you pack the item very securely so that in an event that the item receives a small drop, the item will survive.

What courier do you use?
We have a major account with DHL and all of the collections are booked via DHL using our secure booking system.


Collection and Delivery

Can I have a morning collection?
No, DHL do not specify a collection time. Your package will be collected between 9 am – 5.30 pm.

Can you deliver items to the UK from abroad?
We do not currently support collections from abroad at this moment in time, but we are constantly improving our services so please check back here from time to time

Do you only collect boxes?
We can collect boxes, letters and jiffy bags. Please note that Pay Per Parcel cannot collect crates, pallets or any other item that is not packaged see packaging advice.

It's 4pm and my collection hasn't happened...
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.

What compensation do I get if my package is not collected on time?
None of the major carriers guarantee their collections. If a service is guaranteed for Next Day delivery, this guarantee will only apply once the package has been collected.
Therefore we are unable to provide compensation for failed collections.

Will Pay Per Parcel contact me if my collection fails?
Pay Per Parcel 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.

Booking Cut off Times.

10.00 am for same day collection service.

For regular users we are able to extend this cut off time to 12:30 for the same day collection, this does depend on availability in your local pickup area.



Customs Advice

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.


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 £100 with the exception of our next working day service before 10 am which comes with an inclusive transit cover of £500. We are currently looking into top up insurance and this site will be updated when this service is available.

My item arrived damaged, how do I make a claim?

You must first check that the item was covered by DHL's liability, full details of all the items prohibited and sent at your own risk are found within our help section here.

If your item is not on the exclusion list, we are able to submit the claim to DHL on your behalf, we require ALL of the following within 7 days from when the item was collected.

All claims are to be sent to .

Any claim sent to us without ALL of the following will not be processed:

  1. Parcel reference no i.e. PPP XXXXXX1034 and the DHL parcel reference such as JD2298XXXXXXXXXX;
  2. Photos of the damage-that is the damage caused to the box and the item itself;
  3. Photographic evidence of the inner packaging;
  4. Photographic evidence of the damaged item;
  5. Make and model number of the damaged item;
  6. Proof of value invoice (a screenshot is sufficient if paypal or a valid word, excel invoice showing the cost without profit);
  7. Notification if the parcel was signed for as damaged.

The claims process does take a long time (8-12 Weeks) and all the evidence is required to complete any claim, therefore we must adhere to the strict guidelines above. In order to process a claim the following are needed:


My item was lost, how do I make a claim?

You must first check that the item was covered by DHL's liability, full details of all the items prohibited and sent at your own risk are found within our help section here.

If your item is not on the exclusion list, we are able to submit the claim to DHL on your behalf, we require ALL of the following within 21 days from when the item was collected.

All claims are to be sent to .

Any claim sent to us without ALL of the follwing will not be processed:

  1. Parcel reference no i.e. PPP XXXXXX1034 and the DHL parcel reference such as JD2298XXXXXXXXXX;
  2. Make and model number of the damaged item;
  3. Proof of value invoice (a screenshot is sufficient if paypal or a valid word, excel invoice showing the cost without profit).

The claims process does take a long time (8-12 Weeks) and all the evidence is required to complete any claim, therefore we must adhere to the strict guidelines above.


Who can start a claim?
DHL state that we Pay Per Parcel must initiate the claim on your behalf – this is a benefit to yourselves as we take on your hassle for you.

How much time do I have to submit a loss or damage claim?
All claims must be received within 7 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. We are working with DHL to reduce this time period.

What is covered by your liability?
The cost price of the item that was lost or damaged, evidence must be supplied showing the items cost in the form of an invoice (non profit), we are unable to offer any compensation for loss or damage for anything other than the physical item.

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 Items, or if the item was not boxed or packaged correctly.

How will I get my item back?
The damaged item must not be moved; it must stay at the receivers 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?


Online Booking

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 this also keeps our services very secure with all payments being taken over our secure servers.

Payment Methods
We currently accept the following payment methods:

Visa, Mastercard, Switch/Maestro, Solo, Delta, Electron, PayPal and Google checkout.

Visa Visa Electron Mastercard Switch/Maestro  Delta Solo
Google Checkout PayPal

Do you offer credit accounts?
No we do not offer credit accounts. However, we do offer discounts for BACS payments where you can pre-pay for 50 parcels please call +44(0) 871 288 4557.

Do I need a printer for some services?

All of the services require a Shipping Label to be attached to your packages and therefore you will need to be able to print these out or clearly hand write these so they are clearly visible to the driver.

In the case of the premium services such as Next Working Day before 10AM / 12AM or Saturday delivery, this must be clearly visible. Our labels print the service on the label so the driver can easily notice the service.

Services not clearly labelled for the driver to see may go on a standard service and therefore arrive late, we are unable to claim for any late claims that do not have the service clearly visible.



Packaging

Does my item need to be boxed?
We operate a parcel delivery service on behalf of DHL. Every item must be boxed (or jiffy bag / envelope depending on size) to travel from depot to depot before being delivered.

What address details do I need to write on my package?
You must label all packages clearly with the destination address if you do not intend to use our labels. All labels can be printed from the 'My Shipments' section.

How should I package my item?
We can only accept items that are professionally packaged for the DHL 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 it and if the contents are not protected adequately any claim will be invalidated if damage occurs in transit.

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.


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