Your Questions Answered

Volumetric weight

You are charged by the greater of the actual or volumetric weight. The website calculates this automatically, so it is important that you enter the weight and size accurately.

When measuring your parcel, you must use the maximum dimensions of each side, including any protuberances, as if the parcel had been packaged in a cuboid box.

Volumetric weight is calculated as follows;

Packages by Air or Uk  - L x W x H in cm divided by 5000 = weight to be charged

i.e., Actual weight 3 kilos, size 50 x 40 x 30 cm divided by 5000 = 12 kilos weight to be charged.

Parcels by European Road - L x W x H in cm divided by 4000 = weight to be charged

Packaging

• When exporting/shipping goods all parcels must be correctly and safely packaged ensuring that any delicate goods are fully protected in bubble wrap or soft packaging.
• We do not currently provide packaging or boxes.
• Suitcases are OK to send as long as they are well labelled (addressed).
• Please see our website for list of dangerous or prohibited exports which we are unable to transport.
• Please note that it is very important that all the information that you have given is accurate – all parcels are digitally scanned and weighted at the sorting Depot – parcels that are overweight or oversize may be subject to a surcharge of £10.00 plus the extra charge to the correct weight/size
• Incorrectly labelled or packaged parcels may be returned by the courier without being shipped. Parcels that exceed the maximum deliverable weight for a given country and cannot therefore be delivered will be returned to you and a surcharge of £15.00 will be levied.

Labelling

• You must ensure that you label your own parcel with the full address including post code – receivers name and contact number, write this clearly on the parcel using a marker pen. ·   If you have more than 1 parcel going to the same address we would advise you number the boxes 1of (eg 1 of 4, 2 of 4, 3 of 4, 4 of 4)

• Air Waybill DHL (Exports & UK internal shipment) – Booked on line

  For all Domestic UK internal shipments & exports out of the EU going by Air you must print out the Waybill (3 times) which will be generated and emailed to you automatically. If this does not arrive by email please call us and we will arrange for the Driver to bring a manual airway bill in with him.

• DHL Express Label or JJD label (DHL European deliveries)

  For all European bookings the DHL courier driver will bring in a shipment label called a DHL express – this will have a (J)JD number – the driver will give you a JJD number which he will stick to a manifest document – this number will be your tracking for your parcel – the other part of the label he will attach to you parcel

• Consignment Document DPD (European and UK)

  You must complete all labels and consignment documents that are brought in by the driver –retain a customer’s copy as your tracking number – DO NOT LET THE DRIVER COMPLETE THE CONSIGNMENT DOCUMENT and please check the address matches your parcel label
  
  Please ensure the Driver leaves you a copy of the Waybill bill– this is your tracking number and your proof of collection.

Additional Cover

• We provide a standard £50.00 insurance cover on all parcels not on the restricted/prohibited items list  – additional cover can be taken out but we would emphasise that claims must be supported with original invoices/receipts, clearly showing purchase value and date. We are not liable for consequential loss.
• Additional cover is available up to £1000.00 – rates available on our website.
• All additional  cover is on our own policy and you therefore must NOT tick any additional insurance boxes on the paperwork brought in by the driver.

Claims

• In the event of a claim for loss or damages, you must contact us on 0844 800 0376 within 14 days - Failure to do so will invalidate your claim
• All claims must be accompanied by their parcel number and if damaged photographic evidence of the packaging and the contents
• We will require original proof of purchase for any items that you are claiming for.

Commercial Invoice – PRIVATE SHIPPERS PLEASE TICK THE PRO FORMA BOX

• You must print out and complete your commercial invoice  4 times – then sign each copy
• The commercial invoice must clearly state the contents of the parcel and detail the value of each item listed. Please note if you are sending clothes each item must be detailed e.g. 4 pairs of socks, 2 shirts, 4 pairs of shoes etc, etc.
• Customs will not accept ‘Personal affects’ (If you require a copy of a commercial invoice please email us and we will be happy to forward one onto you or you can download a copy form our website).
• Please put 2 completed commercial invoices into an envelope clearly marked ‘COMMERCIAL INVOICES ENCLOSED X 2) – Hand one to the driver and retain one for your own records. Some countries may require up to 5 commercial invoices to accompany the parcel/s through customs – you will be advised if this is applicable to your shipment Your commercial invoice is your declaration to customs, so it needs to be completed in as much detail as possible.
• For Exports outside the EU Please also tick the box for RECEIVER under the destination duties (section 6) - this means that any import duties must be paid by the receiver of the goods
• Note: In the event that this is not ticked the sender will be billed the charges plus 20% admin fee.

Collections / Deliveries

• We are a door to door service.
• When placing orders you must ensure that you provide the full postal address for shipper and receiver including contact numbers and names.
• We operate a 9am – 5pm collection service – no guaranteed time can be given.
• Please note it is your responsibility to be ready for the courier to collect.
• All parcels must be handed to the driver – so a responsible person must be there to complete the airway bill or consignment document (labelling – tracking details)
• Parcels weighing over 30 KGS may require assistance in loading and unloading. (Safe manual handling under HSE) 
• All parcels going outside the EU will need to be left open for the driver to do a quick security check – they must then be securely sealed before the driver takes them away
• Unaccompanied parcels will not be collected
• You must ensure that a copy of the airway bill / consignment document is left with you as this is your tracking/parcel number – without it you have no proof of collection and we cannot track your parcel.
• It is your responsibility to ensure that any pre-printed labels brought in by the driver or produced by our system match your delivery details. Customer should complete the delivery address manifests or waybills themselves to ensure that all the details are correct.
• Couriers will typically charge where they are not able to collect as planned and it is not their fault, for example it no one is at the collection address when the driver arrives or that the parcel is not ready for collection i.e. missing paperwork.
• Missed collections will incur a £10.00 aborted call fee. This must be paid before we can rebook your collection. We can only rebook a same day collection if notified before mid day.
• Note some destinations require at least a 24hr advance booking time – generally however we can arrange a collection on the same day if we receive your booking before the couriers cut off time.
• Collections can be easily booked and paid for using our Website – www.worldwide-parcelservices.co.uk

Paying for your Booking

• Payment can be made by Paypal or Worldpay ( which accepts most major credit cards and bank cards)
• For all customers wishing to pay by Worldpay who hold a bank account outside the EU you will not be able to book using our website – please email your booking through using our manual booking form and we will call you for your credit card details. We will require the full address details for the credit card being used.

Customs charges

• Any charges implemented by Customs are charged at the discretion of the Customs Authority – charges, if implemented, are the responsibility of the receiver of the goods – In these instances Goods may not be released from customs without payments being made in full.
• Any customs duties charged directly to us by the couriers with regards incorrectly completed documentation will be passed onto the customer/shipper

Thank you for using WPS!