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Frequently Asked Questions

Popular topics for our customers

Here you will find the answers to most common asked questions below. If you cannot find the answer you are looking for please contact us and one of our team will be able to help you.

Postage Planet Frequently Asked Questions
Do you offer parcel insurance?

All carriers provide standard liability cover which is included in your quotation.

The value of this can vary depending on your chosen courier/service. Please refer to your couriers website to view their standard liability cover.

Postage Planet also offer additional insurance which gives you additional cover against loss or damage of your goods, up to a maximum declared value of £2000.

You must declare the 'cost' value of your goods at the time of booking.

Additional insurance is optional with some services and can be added to your order when you request a quotation or make a booking through our website.

What happens if I do not have a printer?

If you do not have access to a printer then simply select the option for the courier to collect your parcel and the courier will bring the label for your parcel with them.

You will not be able to drop you parcel at your local post office if you do not have access to a printer.

Alternatives you may consider: 

- E-mail the confirmation (containing the label link) to a friend or neighbour. 

- Visit your local library, who are likely to have a printer for public use.

Remember, if you have booked with Parcelforce they do not require a pre-printed label and you're welcome to handwrite the delivery address on the box and the driver will bring a barcode label to the collection.

Are transit times guaranteed?

The transit times stated at the time of booking on our website are realistic; however we cannot guarantee transit times on any of our services.

All stated transit times are approximate and intended for your use as a guide.

We always recommend that you allow enough time to ship your goods, allowing enough time for any customs delays that might occur.

Can I send to a PO Box Address?

Because most of our services have to be signed for on receipt, we unfortunately cannot send to P O Boxes because we cannot obtain a signature on receipt.

There are some countries who operate solely on P O Boxes (largely in the Middle East) and, in these instances, we can accept a P O Box address.

Please note that the following addresses are also considered to be P O Box addresses and as such we would be unable to deliver to them: 

Postbus - Netherlands

Post Restante a la Post - France 

Das Postfach - Germany

Packstation - Germany 

Post Restante - Sweden 

Apartado de correos  - Spain

 

Do I need register my details with your website to receive a quotation?

Our website offers free, no-obligation quotations.

You will only have to enter your personal details once you have received the quotation and if you wish to proceed with the booking.

We do not collect any personal data from you as part of our quotation process.

How do I make a claim if my goods are lost or damaged by the courier?

In the unfortunate event that your goods are lost or damaged we will submit a claim to the courier.

You will need to complete the following form on our website.

We will then keep you informed of your claims progress and let you know the outcome as soon as it has been resolved by the courier.

We strongly advise that you retain any damaged item until such time as your claim is fully settled.

We will also require photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.

It may be the case that the claims team will ask for salvage of your item or perhaps investigate the possibility of a repair.  Once your claim is closed you may dispose of the item.

I want to cancel or amend my order, how can I do this?

Once your order has been confirmed it is not possible to make any amendments.

If you then wish to cancel your order this must be done 24hrs before the collection date (Monday to Friday only) by using the form available in the Contact Us Page.

Select Order query as your enquiry subject and provide your consignment number.

My parcel has arrived but I have a question about it?

Please contact the person who booked the order with PostagePlanet.com to resolve this issue.

If you are the sender of the parcel please use the Contact Us Page, include your Postage Planet Reference Number and a short note about your enquiry.

The commercial Invoice Documents?

The commercial invoice is the most important document  when sending items Internationally, as it is used by customs officials for valuation control and to determine whether or not duties or taxes are required and if so the amount payable.

This document is required for every international shipment outside the European Union which part of our booking process.

You must include recipient’s telephone number  in case the courier has any issues and needs to contact them.

Also your name, the recipient, the purpose of export, and a description of your items. 

Explain each item in detail;

You cannot just say “Baby product” it must be more detailed

i.e.  Pram, Car seat, baby milk etc

or for car items it must not be car part, it must be car wheels, car breaks etc

If you are not sure or have any concerns please use our contact page.

This helps prevent delays with the courier or within the customs clearance in your chosen country, meaning you get a seamless service every time.

It is your responsibility to check that all the items you send are legal to import into the country that they are being sent to.

Some countries may require you to hold an import license to import certain products. It is your responsibility to obtain any necessary license/import clearance papers before placing an order with us.

What are surcharges and will I need to pay a surcharge?

Surcharges are additional charges which could apply to your order due to a number of reasons.

It may be that your shipment is considered to be a heavy item or if the dimensions are particularly big.

Surcharges may also apply if your destination is considered to be in a Remote Area or if you are unavailable to hand over your shipment when the carrier arrives to collect (Failed Collection).

It is the carriers themselves who implement surcharges and for this reason your charge may vary depending on which courier service you are using.

What happens if I miss the driver when he comes to make my collection?

Contact customer service and we will reschedule your collection.

Please note that if a collection fails through no fault of ours, there is a additional charge for resending a driver.

What is the latest time i can book a parcel for collection the same day?

At Postage Planet we have an agreement with ParcelForce to be our collection agent for all our customers in the UK.

ParcelForce then deliver your parcel to Postage Planet`s depot in Kent where it is processed and then shipped on to its final destination with the courier that you selected.

The cut off time for booking a parcel for collection the same day is 12.30pm.

Why did ParcelForce collect my parcel when I did not select them as my courier?

At Postage Planet we have an agreement with ParcelForce to be our collection agent for all of our UK customers .

ParcelForce then deliver your parcel to Postage Planet where it is processed and then shipped on to its final destination with the courier that you selected.

Why Do You Not Ship UK To UK?

Postage Planet specialises in collecting your parcel from a UK address, and sending your parcel or documents to any European or International address.

What makes us different from other online parcel companies, is that every parcel is collected from your door or you can choose to drop it at your nearest Post Office within the UK to be sent anywhere in the world, Your chosen courier then brings them to our depot in Kent, where the parcel is weighed and measured before it goes to the courier of your choice. This helps prevent delays with the courier or within the customs clearance in your chosen country, meaning you get a seamless service every time. It is your responsibility to check that all the items you send are legal to import into the country that they are being sent to. Some countries may require you to hold an import license to import certain products.

It is your responsibility to obtain any necessary license/import clearance papers before placing an order with us.

We do not collect from a UK address and delivery to another UK address.
 

Will Postage Planet get in touch if my collection is not made?

Postage Planet is a courier broker and as we do not physically collect your packages, we do not know when a collection fails.

If in the unlikely event your collection does fail, please contact customer services so that we can reschedule your collection with the courier.

Will the receiver of my parcel be charged customs duty?

There are no customs fees for EU countries. However, for commercial parcels sent to countries outside of the EU, the receiver could be contacted directly by customs and be required to pay any duties/taxes/handling fees before collecting their package.

Postage Planet have no control over any customs/import charges that may be incurred.

Please be advised that customs charges are not included in the quoted price.