How long will delivery take?
This depends on the service selected and the distance travelled. For same day services our aim is to get it there as soon as possible. For non-sameday deliveries, most areas are the next working day after collection; however certain remote areas and offshore destinations may take longer.
What days do you deliver?
We can deliver any day of the week all through the year, although weekend deliveries and deliveries on a public holiday will incur additional charges.
Where do you deliver?
We can deliver anywhere in the UK, and most places across the world - depending on the service you choose.
Do I have to be selling on eBay to use your Services?
No, we offer our services to all traders, businesses and individuals.
What services do you offer?
We specialise in same day deliveries to anywhere in the UK. Click here for more details.
Can I have a morning collection?
Yes, just specify the collection time when booking.
What is the maximum size of parcel I can send?
We can accommodate virtually any size, but if your item won't fit in a transit van, you need to call us on 0844 248 0512 with the details.
What happens if I am unsure of the size or weight of a parcel?
We just need to know what vehicle it will fit on, ie a motorbike (documents), a small van (small boxes), a large van (fridge size, pallets etc) or something bigger.
What time will you deliver my item(s)?
The service you select determines the time by which your item(s) will be delivered. If it's a same day service, we'll get it there as soon as we can. If it's next day, then by the end of the following working day.
Can you deliver fragile items such as glass or ceramics?
Yes we can deliver these items, but they are uninsurable so we cannot offer any refund or compensation for damage. If you do send fragile items, please pay particular attention to the packaging.
What packaging should I use?
You don't need to use DHL-specific packaging, but all items must be properly and securely packaged and clearly labelled with the destination address and contact name.
Do I need to put an address label on the package?
Yes, the full address, postcode and any telephone numbers should be placed on every consignment.
How do I book online?
Once you enter all the collection and delivery details and have received your quote, you will be asked to accept our terms and conditions. You will then be directed to pay using your Credit/Debit Card or PayPal account. Once we have confirmed the payment, your order will automatically be processed by our computer systems, and you will receive an email confirmation of your booking and payment details.
Are there any types of goods I cannot send with you?
There are certain types of goods that cannot travel through our network. For a comprehensive list please read our terms and conditions of carriage. Click here for more details.
What if I forget to book one item on line?
We will only collect items that have been booked and paid for through the on line system.
How do my customers know that an order has been despatched?
When you submit a booking to us, you have the option to send an "email alert" to your customer. They will receive a confirmation of despatch email, with a guideline delivery date and a link to our tracking system.
Can I track my order?
Yes - simply enter your Booking Request ID in the Parcel Tracking box.
What method of payment can I use?
We collect payment online through PayPal where you can pay using your own PayPal account or by credit or debit card. For regular users with good credit history, we do offer credit account facilities, please contact us on 0844 248 0512.
How will my order be delivered?
Your Same Day deliveries will be collected and delivered directly to their destination by one of our couriers or by one of our specialist delivery partners.
What happens if there is no-one at the delivery address when you try to deliver?
Our driver will put a card through the letterbox with the Booking Request ID and the phone number of the nearest depot. If you have indicated that the item may be left with a neighbour, the location will be shown. Otherwise, you can ring the local depot to arrange re-delivery. This will incur additional delivery charges.
Can I collect the parcel from your depot?
Yes, the phone number of the local depot will be on the card, just quote them the Booking Request ID, let them know that you will collect in person and make sure that you take the card with you.
What happens if an item I send gets damaged?
In the unlikely event that an item is received damaged, you must first make us aware by contacting your local branch with the following details: booking reference number, delivery address, date sent, what the goods were and what the damage is, and how it was packaged.
What if the recipient finds the goods damaged?
If the external packaging is in good condition then it will be deemed that the packaging was insufficient and no claim can be processed. Also, if the goods have been signed for in good order, no claim can be processed.
Should I keep the packaging?
Yes, any packaging will be inspected during a claim.
Is there a time limit?
Yes, we must be notified of any claim within 14 days from the date of booking. After this time, no claim can be made.
How much compensation will I get?
The maximum compensation that we will pay out is £150 per consignment.
Do I get a refund?
Yes, if your claim is successful, we will refund the original delivery charge but only if the claim is within the £150 threshold.