Help & Support
Can I make changes to my consignment?
If you have produced a label already, you’ll need to contact our customer services department to make any changes. Or, you can cancel the label and create a new one with the correct information. (Be aware that changing the size and weight may increase the price of the label.)
I’m having a problem generating the label.
Please make sure all the information in the address is correct. Placing the full address into Google is a good way to do this. Please don’t use any special characters (&%*?) as these will stop a label from being generated. If the problem persists then please call our customer service team.
What happens if my parcel is bigger/heavier than declared?
If your parcel is bigger or weighs more than declared, the courier may issue an additional charge.
Could I be charged if I don’t factor in volumetric weight when booking a delivery?
There is a possibility that some couriers will add a surcharge to parcels where the volumetric weight exceeds the declared weight. This is because parcels that haven’t been properly declared take longer to be sorted, and often have to be taken care of manually. This, in turn, slows down the processing of other parcels on the sorting line and takes up the time of depot staff. The charge compensates the loss of productivity the misdeclaration caused.
Can I send to a BFPO Box address?
Some of our couriers deliver to British Forces Post Office (BFPO) addresses, but there is a cost which is higher than a normal parcel price. If there is a parcel that is not declared as BFPO address, there would be a charge in the future. Feel free to email us at [email protected] for any questions on this. More information relating to sending mail with BFPO can be found on the gov.uk website.