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Frequently Asked Questions
Collection and Delivery
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Can I have a morning collection? |
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No, DHL do not specify a collection time. Your package will be collected between 9 am – 5.30 pm. |
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Can you deliver items to the UK from abroad? |
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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 |
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Do you only collect boxes? |
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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. |
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It's 4pm and my collection hasn't happened... |
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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. |
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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.
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Will Pay Per Parcel contact me if my collection fails? |
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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. |
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Booking Cut off Times. |
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10.00 am for same day collection service. |
Customs Advice
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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
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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. |
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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. |
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What cover does my consignment have? |
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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. |
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What do I need to start a claim? |
In order to process a claim the following are needed:
- Parcel reference no i.e. PPP XXXXXX1034
- Photographic evidence of the damaged item
- Photographic evidence of the packaging
- An invoice showing the value of the consignment
- Make and model number of the damaged item
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Who can start a claim? |
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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. |
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How much time do I have to submit a loss or damage claim? |
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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. |
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How long will my claim take? |
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The industry standard to resolve a claim is 8-12 weeks. We are working with DHL to reduce this time period.
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Are there any exclusions to the Transit Cover? |
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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. |
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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
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I don't want to book online, can I ring it through to you? |
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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. |
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Payment Methods |
We currently accept the following payment methods:
Visa, Mastercard, Switch/Maestro, Solo, Delta, Electron, PayPal and Google checkout.
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Do you offer credit accounts? |
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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. |
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Why do I need a printer for some services? |
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All of the services we offer require a Shipping Label to be attached to your packages and therefore you will need to be able to print these out. |
Packaging
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Does my item need to be boxed? |
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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. |
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What address details do I need to write on my package? |
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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. |
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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. |
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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 Ј15 administration fee. |
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Enquires : 0871 288 4557 / 0871 288 4556 | Contact us
Copyright © 2007 Just Applications LTD | Company Registration Number 05986601
VAT Registration Number 905 6142 42
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