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, TNT, City Link and Yodel and all of the collections are booked via our secure booking system.


Collection and Delivery

Can I have a morning collection?
Unless you are using the regular collection service then no; DHL, Yodel, City Link or TNT do not specify a collection time. Your package will be collected anywhere between 7.30 am & 6.00 pm.  Deliveries for residential properties can be up to 9pm with Yodel.

Can you deliver items to the UK from abroad?
Yes we can deliver items to Europe with DHL or worldwide with TNT

Do you only collect boxes?
We can collect boxes, letters and jiffy bags. Please note that PayPerParcel cannot collect crates, pallets or any other item that is not packaged see Packaging Advice.

It's 5pm and my collection hasn't happened...
Collections are up until 6.00pm. Please feel free to contact us on 0871 288 4556/4557 after 4.30pm 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 before 10 am, 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?
PayPerParcel 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.

12.midnight cut-off for next day collection service with Yodel. City Link and DHL offer same day collections if booked before 11 am.  The same day service is available on the regular service but you need to ensure you are doing over 35 parcels per week with Yodel and over 10 parcels per week with City Link.

If in doubt call us on 0871 288 4556/4557 and we can find this out for you! 



Customs Advice

Will I have to pay customs charges when I send a package?
PayPerParcel will automatically add this charge if applicable at the booking stage so you know the cost up front.


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 and contact PayPerParcel.  TNT will only allow a pay-out if the goods were signed as 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.  We will require jpg images to be sent to us please contact us

What cover does my consignment have?
Domestic Delivery

All domestic services come with an inclusive transit cover of £50 with the exception of our next working day service before 10 am which comes with an inclusive transit cover of £250. If the membership cover is purchased it covers up to the value of £250 for a period of 12 months.  Alternatively you can purchase additional transit cover per item up at the booking stage to the value of £1000 for your more expensive items.  This is for loss only.  See step 3 of the booking process for more details.

European by Road Delivery

European claims assessment is based on the following calculation. DHL calculate the CMR value, = 8.33 SDR per Kg . To find out what is the current CMR rate click here and base it on the month of shipping multiplied by the weight (per full kg – rounded up).

DHL also consider the claimed value from the cost price invoice supplied to PayPerParcel by the customer.
From these three values, DHL determine the lowest and remunerate that amount as per their terms and conditions of carriage.

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

You must first check that the item was covered by the carriers 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 details below within 10 days from when the item was collected.

In most circumstances we will pay for the item to be returned to us as evidence, In the result of a settlement the item must be returned to us for disposal prior to any refund

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;(JPG, PNG Format only)
  3. Photographic evidence of the inner packaging; (JPG, PNG Format only)
  4. Photographic evidence of the damaged item; (JPG, PNG Format only)
  5. Make and model number of the damaged item;
  6. Proof of value cost 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.

Please be aware rhe 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.


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

You must first check that the item was covered by the carriers 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 the carrier 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 claims @ payperparcel.co.uk

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).
  4. Email or letter/fax confirmation from the receiver of the parcel stating that the parcel was not received. 

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.  If you have paid for the membership service the claim process can be resolved in 14 days.


Who can start a claim?
The carriers state that we PayPerParcel must initiate the claim on your behalf, this is a benefit to yourselves as we take on your hassle for you and there will be a lot of correspondance via email and phone to resolve this for you.  Again if you have paid for the membership service we will resolve the claim instead of the carrier.

How much time do I have to submit a loss or damage claim?
All claims must be received within 10 days of the date of booking. We will not be able to process claims received after this date as we have to fill out several forms to submit to the carrier.

How long will my claim take?
The industry standard to resolve a claim is 8-12 weeks. Our membership service allows customers to get claims resolved within two weeks.

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. Cost invoices are not typically sent via PayPal and these will in most circumstances be rejected by the carrier.

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. Please ensure boxes are not taped or bound together as claims will be void.

How will I get my item back?
The damaged items are typically sent back to us for checking and help with additional evidence to the courier.  f 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, 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 purchasing via BACS payments, PayPal, Credit/Maestro cards 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, TNT, City Link and Yodel. 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 carrier.
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 £25 administration fee.


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