Help & Support
Why is there a courier surcharge/additional payment?
A courier surcharge or underpayment charge is an additional charge issued to a sender by the courier when the parcel does not match what was declared during the order process.
What are the different types of surcharge cost?
The different types of surcharges are listed below:
Aborted van collection
Charged when there is an attempted ad hoc or scheduled collection, but nothing is available to collect.
Aborted trailer collection
Charged when either (a) there is an attempted ad hoc or scheduled collection, but nothing is available to collect or (b) a cancellation is received post-vehicle departure.
Charged when collections are made from a site note listed as a scheduled collection address in Section 3 - Client and Site Requirements Schedule.
Charged when deliveries are made to RAF Northolt for onward shipping to BFPO addresses.
Charged when parcels cannot be processed via mechanical sortation systems due to irregular shape/size, or if they contain fluids.
Incorrect size/weight declaration
Charged when the actual weight or dimensions are greater than the declared weight or dimensions and this moves the parcel to a higher pricing band for the product.
Return to Sender
Charged when the parcel cannot be delivered and is returned to the person who sent it.
Charged for parcels shipped on XPRESS services where the item exceeds one of the following: 17kg, 90cm longest length, 0.113m³. In addition, the Oversize XL surcharge will also be payable for items which exceed XPECT weight and dimensions.
Oversize XL (OGL1 / OGV1)
For parcels between 120cm and 170cm in length or between 0.23m³ and 0.28m³ in size unless the XPECT 48 XL service is being used.