10.00 am for same day collection service.

For users who have used our services more than once and wish to purchase one of the membership services we can extend the cut off time to 12:30 for the same day collection.  Businesses or residents in romote areas would need to be verified with the depot to check. If in doubt call us on 0871 288 4556/4557 and we can find this out for you! 

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 details below within 10 days from when the item was collected.

We reserve the right 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

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;(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.

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:

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).
4. Email 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.

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.

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.