Frequently Asked Questions
What can I send?
Q: What is the maximum weight of a parcel that I can send?
A: The maximum weight of a single parcel is up to 25kg. This limit is because items up to 25 kilos can be handled correctly without causing injury when one person lifts the item.
Q: What is the maximum size of a parcel that I can send?
A: The maximum size of a single parcel that we can carry is 60cms x 60cms x 90cms.
Q: What happens if I send a parcel over the permitted weight and/or size allowance?
A: If you accidentally send a parcel over our permitted weight and or size limits, the parcel transit time may be increased and an additional heavy weight surcharge may be charged.
Q: How should parcels be packaged?
A: All items despatched through our services need to be boxed, or in a sealed bag ready for the collection driver. Each item must have suitable packaging to protect the contents from damage during normal transit. Each item must have a clear destination address label, including postcode and ideally the recipients telephone number.
N.B. If the outside of a box is delivered undamaged and contents within are damaged, the parcel will be deemed to have been inadequately packed and this invalidates any claim.
Q: What contents are not permitted?
A: We do not carry: hazardous goods, firearms, perishables, antiques, works of art, cash, valuables or liquids. China and glass items can be carried but are excluded from insurance cover. Please contact customer services for a more detailed breakdown of these categories if you have a specific query:-. Click Here.
Q: Is there anywhere in the UK that you don't deliver to?
A : As a general rule, the Home Delivery Network delivers to every postcode throughout the UK . They are in every postcode…every day. However there are occasionally exceptions (such as extreme weather) preventing access to individual postcodes. If you have a specific query please contact our Customer Services Team : Click Here.
top How do I track?
Q: How do I track a parcel?
A: Go to our home page and type your 16 digit tracking number into the space to the left of the TRACK button and then click TRACK.
Q: What is a Tracking Number?
A: This is 16 digit number that is unique to each parcel. It allows the customer awaiting delivery and the business despatching the item to track the progress of each parcel at various points along its journey. This information can be accessed 24/7 via our on-line track and trace facility, to track your delivery click here.
Q: Where do I get a Tracking Number from?
A: The Tracking Number is supplied to the person requesting a delivery when the address label is generated. If you are awaiting a delivery and would like to know its tracking number, please contact the person who has despatched your parcel. Please note that our customer service team cannot provide parcel recipients with their parcel tracking numbers.
Q: Need assistance tracking your parcel?
A: If you are having trouble tracking your parcel, please check with the person who has despatched your parcel that you have the correct tracking number. If they confirm that you have the correct tracking number and you are still having difficulties please contact our Customer Service team.
Q: Can you track my parcel by my delivery address.
A: Due to the number of parcels delivered each day, we are unable to track parcels without a tracking number.
top Delivery and Collection Times
Q: Can I find out what time my delivery will be?
A: Deliveries are normally made between 8.00am and 6.00pm Monday to Friday dependent on when the driver is in your postcode. We are not able to provide more specific information on the actual delivery time.
Q: Can I find out when my collection will be?
A: Collections booked on-line can be scheduled for collection on the next working day or any working day thereafter. The collections made are between 8.00amd and 6.00pm Monday to Friday, and are dependant on when the driver is in your postcode. We are not able to provide more specific information on the actual collection time.
If you are a daily user we can schedule a regular daily collection time for you. Please contact our Customer Service Team.
top What happens if no-one is in?
Q: What happens if no-one is in when delivery is attempted?
A: If a customer is out when the driver calls to deliver an item the driver will; 1.Try a neighbour to obtain a signature 2.Try an alternative safe place if advised 3.Return the item for a second attempt the next working day. In all of the above a card will be left for the customer advising them of what had happened.
Q: What happens if no-one is in when collection is attempted?
A: If the driver is unable to collect your shipment on the first attempt, they will return the following working day between 8.00am and 6.00pm for a second attempt. Unfortunately we are unable to make more than two collection attempts for each order. It the collection is not made on the second attempt the service will be deemed completed.
Q: Can I request a parcel be left in a safe and secure location if no-one is in to sign for it?
A: Yes, when completing the order you can give permission for us to leave the parcel in a safe ,secure and dry place. You can even specify where you would like us to leave it.
Q: Can I leave a parcel for collection in a safe and secure location?
A: Yes, when you book your collection, you can specify where we can collect the parcel from.
top
Insurance Cover/Claims
Q: What is the insurance cover?
A: Each pack is insured for £50:00 per pack or the cost price of the consignment, which ever is the lower. (Subject to terms and conditions of carriage. Click here to view our T's and C's.)
Q: What do I do if when a package arrives it appears damaged?
A: If you see that the parcel is damaged, please sign for the parcel as damaged and notify the sender. If the parcel is signed for in good condition this will invalidate any claim.
Please keep the original packaging. The carrier must examine the original packaging to confirm that the parcel was adequately packaged for transportation before a claim can be approved. If the outside of a box is undamaged but contents within are damaged, the parcel will be deemed to have been inadequately packed and this invalidates any claim.
Click Here to contact our claims department.
Q: What do I do if my parcel is not delivered?
A: Please contact our claims department within 14 days of the date of despatch. Click Here to contact our claims department.
Q: Who can make a claim?
A: Insurance claims can only be made by the sender of the parcel, directly to CourierPoint, and successful claims can only be paid out to that person or company.
top
About Us
Q: How does it work?
A: CourierPoint hold national accounts with various courier delivery services. The high volume of parcels that we move through these accounts qualifies us for large discounts and in turn allows us to offer clients very competitive rates for the delivery of their parcels.
We handle the administration and customer service, whilst National Branded Carriers such as the Home Delivery Network, handle the physical collection, movement and delivery of our parcels.
Q: Who is CourierPoint?
A: We are a privately owned freight broker based in London . We provide reliable low cost delivery solutions for individuals and businesses throughout the UK . Our team of experts provide individual delivery solutions that save customers time, trouble and money.
Q: Who is the Home Delivery Network?
A: The Home Delivery Network Limited is the UK 's largest dedicated home delivery service. With over 90 years combined experience, they deliver parcels on behalf of major clients to every postcode, every day.
120 million item annual sort capacity
3500 dedicated delivery drivers
1200 trailers
58 parcel depots
24 hour on line parcel tracking
5 transport hubs
3 specialised operation hubs for heavy and large items
1 Home Delivery Network Limited
top
Receipts
Q: Can you provide a VAT receipt for my delivery?
A: Yes, we can provide VAT receipts for all our shipments. Please tick the box that requests a VAT receipt before making your payment and a VAT invoice will be automatically e-mailed to you.
Contact Details
Q: How do I contact CourierPoint?
A: If you wish to contact us p lease use the following quick forms to contact the appropriate department:-
Customer Service Team.(If your enquiry is about a delivery or collection, you must quote your Tracking Number If you do not have your Tracking Number or want information on the time of your delivery, please go to “ how do I track ”) For all other customer service enquiries, please - Click Here
| Accounts Team |
Click Here |
| Insurance Team |
Click Here |
| Technical Team |
Click Here |
Or write to us at:-:
Customer Services
CourierPoint
Bradley House
St. Albans Lane
London
NW11 7QE
top
|
