Terms & Conditions
These terms of service (tos) govern your use of this site, which is provided by our company. By accessing this site, you are indicating your acknowledgment and acceptance of these terms of use.
These terms of use are subject to change by our company at any time in its discretion.
Your use of this site after such changes are implemented constitutes your acknowledgment and acceptance of the changes.
Please consult these terms of use regularly.
Definitions
Listed below the following terms that will be found in these terms of carriage:
- Consignment - A parcel or a group of parcels sent to a single address.
- Consignee/Receiver/Recipient - The person who is receiving the consignment.
- Shipping Labels - The documentation placed on the parcel.
- Third Party - The order placed through the site utilising the account that Parcel Broker has with the carrier.
- Working Day - Monday to Friday from 9am to 5.00pm, excluding public and bank holidays.
Obligation to our customers
Parcel Broker will arrange collection and delivery of the consignment/s via a third party service with a major reputable carrier. The Carrier will operate between the hours of 9-5pm.
Parcel Broker DO NOT come into direct contact with the consignment/s but arrange the shipment through one of the carriers that we hold an account with.
The carrier has the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large.
In addition Parcel Broker has the right to refuse any order/user from our system.
All queries/claims must be directed through Parcel Broker who will then contact the relevant carrier on the sender's behalf. If the carrier is contacted directly, Parcel Broker may not be able to assist you with your query at a later date.
If your collection fails you must contact Parcel Broker and request an alternative collection time which will be booked as soon as possible or at another convenient time.
Parcel Broker can only delivery to a full street address.
We cannot deliver to a PO Box. If a consignment is collected and returned for this reason, no refund will be given.
ParcelBroker require a telephone number for the sender and receiver who may be called in the event of an address query. Failure to provide this information on request may result in the consignment being returned at the expense of the sender.
Please note for any overseas address a local number is needed, the carrier will not call a UK number. ParcelBroker will not re ship any returned item if a telephone number has not been provided and the carrier could not call to arrange delivery and no refund will be given.
Payment is taken by our automated system at the end of your order.
Tracking is available through our Web site online. Hard copy Proof Of Delivery will be charged at £3.00 (GBP) per item.
Prohibited Items & Items with limited liability
Please check our Prohibited Items list. If any one of the following items in this list is collected by a driver you are then liable to be surcharged and your parcel returned. No refund of postage will be made and compensation claims will be void.
Please note Parcel Broker's booking systems are automated by computer software, therefore Parcel Broker staff are unable to monitor what is being shipped, so it is the customers responsibility to either read the terms and conditions or enquire directly via email to see if your parcel is acceptable.
Parcel Broker have the right to intercept, hold and investigate the contents of any parcel that is suspected to contain prohibited items and/or is suspected to be related to a case of fraud. Police will be notified if necessary.
Collection & Delivery
Via our Quote & Book system our website takes all booking data as per the customers instructions. The customer will have a choice of various collection windows to choose from, please note that this time slot is not guaranteed. If the collection does not happen within the time slot allocated it is the customers responsibility to inform Parcel Broker via email of a failed collection. We will then endeavor to rearrange another collection which is convenient to the customer.
Parcel Broker can only delivery to a full street address.
We cannot deliver to a PO Box. If a consignment is collected and returned for this reason, no refund will be given.
Our two man delivery service will collect and deliver on a "within reason" basis. No goods over 50kgs can be carried up or down staircases and a ground floor to ground floor delivery policy applies.
Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit.
Collections & Deliveries are made on Working days only. Saturday deliveries are optional at an extra cost, this option is available during booking.
Please ensure you are in at the collection time that you request. A surcharge of up to 100% of the original charge may be applied if you are out when the driver attempts to collect. Your parcel/s must all be labeled with the correct delivery address.
1-3 delivery attempts will be made for each consignment, depending on the service. If unsuccessful the consignment will be returned. It is the customers responsibility to track all orders and contact our offices prior to the return to rectify any issue. Once returned the item will not be re shipped free of charge, as delivery has been attempted and the return completes the agreed contract.
In respect of a late delivery the customer may claim a refund of the consignment charges paid for the service selected:
Guaranteed services: 50% refund
Non guaranteed services: 25% refund
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a re delivery is necessary.
Please note that all guaranteed services start once the consignment is collected. If the collection fails it is the customers responsibility to inform ParcelBroker.co.uk, we will then re book for the next convenient time the customer is available for collection. No refund / discount will be given for failed collections.
In the event the recipient is not at the delivery address when the driver delivers they will either leave with a neighbour or return the parcel to the depot. Some of the carriers we use may leave a calling card advising of the action that has been taken, but this is not guaranteed.
Third Party Collections / Three Way Collections / Freight Forward Collections, this is where the customer is arranging a collection from a remote address. It is the customers responsibility to ensure there is somebody at the remote collection address to hand the goods to the driver. The customer may incur a surcharge of up to 100% of the original shipping charge if an attempted collection is made from a third party address.
Track & Trace will not work until the package has been collected, therefore it is the customers responsibility to keep informed by the person at the collection address when the parcel has been collected.
With regards to our PB Pallet services an aborted collection surcharge of £15 will be applied if the goods are not ready, suitable for transport or if nobody is available at the collection point on the date you have specified the collection to take place. A re-delivery charge of £15 may also be applied if for further delivery attempts if the destination address is closed / vacant or unwilling to accept the shipment on the first delivery attempt.
Customs Clearance
You are pre paying for the postage charges of your consignment/s only. ParcelBroker has no control over any customs queries or charges that may arise. Customs charges must be paid in addition by the sender or receiver before delivery is made. ParcelBroker reserve the right to pass these charges directly onto the person that placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on.
Documents up to 1.5Kg do not need a commercial invoice to any destination. These should be declared as zero value. If a value is entered ParcelBroker cannot be held responsible for any charges that may apply.
Consignment/s that exceeds the value of £4,699 may be delayed as they will require further documentation for clearance. ParcelBroker do not advise sending any consignment over £1000 as no Transit Cover cover can be offered over this value.
For consignments travelling outside the E.U. the goods will need to be cleared by customs authorities. ParcelBroker and the relevant carrier will not be held responsible for any delays caused by customs clearance. In addition to this customs authorities may return goods back to the sender if either prohibited items, export restrictions apply or incorrect paperwork is supplied. In this case the full import cost will be charged to the originator. Customs may choose to dispose of any prohibited or restricted items, no claims for loss may be made in this situation.
Surcharges
By entering the weight and dimensions of your consignment/s you are pre paying for the postage. If the consignment/s is heavier or larger, the additional weight will be charged to the card or Paypal account that the order was placed on together with an administration charge of £5.00 + VAT. Additional charges will be confirmed in writing.
Please ensure you are in at the collection time that you request. A surcharge of up to 100% of the original charge may be applied if you are out when the driver attempts to collect.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary.
Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.
The automated system books and charges for the delivery. If the consignment/s has to be returned then the return charge is chargeable.
You are pre paying for the postage charges. Any Customs charges will be passed on in addition should they arise.
We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct.
Delay / Damage / Loss
Any item that is listed in our prohibited items, will be exempt from any claim against delay, damage and loss.
Please check our Prohibited Items list for more information.
In respect of a late delivery the customer may claim a refund of the consignment charges paid for the service, selected certain exclusions apply:
Claims for late delivery will be refused if the delay occurred under any of the following situations:
- Act of God - Any naturally occurring event outside of human control (including extreme weather)
- Consequences of war
- Insufficient packaging / Incorrect labeling
- Prohibited contents
- Force Majure
Guaranteed services: 50% refund
Non guaranteed services: 25% refund
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
Your consignment/s must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double walled box with further padding surrounding the item. Please see our recommended packaging guidelines.
In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept the claim will be rejected.
Any item traveling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Please see our packaging guidelines for details on how to package your items correctly.
If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.
The recipient must sign 'UNCHECKED' for all parcels that he/she is unable to check when the driver delivers.
If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as 'DAMAGED' otherwise any claim for damage will be refused. It is the senders responsibility to inform the recipient of these terms and conditions.
All claims must be brought to us via email within 10 days of delivery or attempted delivery of the consignment. Please state your ParcelBroker order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.
For consignments travelling outside the E.U. the goods will need to be cleared by customs authorities. ParcelBroker and the relevant carrier will not be held responsible for any delays caused by customs clearance. In addition to this customs authorities may return goods back to the sender if either prohibited items, export restrictions apply or incorrect paperwork is supplied. In this case the full import cost will be charged to the originator. Customs may choose to dispose of any prohibited or restricted items, no claims for loss may be made in this situation.
Goods may be held, returned to our office, sold or auctioned to recover any unpaid shipping charges due.
Liability & Claims
Each service comes with a limited amount of Transit cover. If you require cover on the full amount then you must cover the full value of the shipment as the additional cover replaces the inclusive liability cover.
Transit cover applies to per consignment only and not per parcel within a multi parcel consignment.
In the event of a claim, a cost invoice will be needed to prove the value of the consignment/s and photos must be supplied for all damage claims. For claims purposes, Secondhand or used items less than 12 months old will be valued at a maxmimum of 50% of their new purchase cost. Secondhand or used items over 12 months old will be valued at a maximum of 25% of their new purchase cost. Secondhand or used items over 5 years old are not covered under our extended liability scheme.
If the item is not sufficiently packed, the claim will be rejected. Please check our guidelines before ordering.
If the item is not correctly labeled, the claim will be rejected.
Please check our Prohibited Items list to see if you are able to make a claim.
Any item that is listed in our Prohibited Items section will be exempt from our liability cover.
All claims must be brought to us via email within 10 days of receipt. Please state your ParcelBroker order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.
Liability Continued
The person placing the order is responsible for the information entered. ParcelBroker will not be held responsible for wrong information that is entered and no refunds will be given in this instance.
You are prepaying for the postage charges and ParcelBroker applies these charges on your behalf to our account with the relevant carrier. We are not liable for any customs charges that may arise.
Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with ParcelBroker.
Loss or damage under the following conditions will not be covered:
Act of God
Consequences of war
Insufficient packaging / Incorrect labeling
Prohibited contents
Force Majure
Parcel Broker will deal with the person who placed the order only.
Liability is limited to the cost of sending the item only and to the cost value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.
Severability
If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.
Governing Law
These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.
Statutory Rights
These terms and conditions are in addition to your statutory rights as a consumer which remains unaffected. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this agreement.You may also find some useful information in our Frequently Asked Questions about our parcel and pallet delivery services.