Frequently Asked Questions

Yes, by logging into your PostPal account you can view all your previous orders, download labels to put onto the parcel, use our track and trace facility and generate new quotes.

Almost everywhere! We have options from UK Mainland all the way through to North, South and Central America, all across Europe, the Far East and Australia.

As soon as your payment is received our system will automatically book your parcel with the appropriate carrier. We have invested heavily in this system so that you can be sure that whether you order night or day, your order will still be processed correctly and on time.

We currently accept PayPal, Google Checkout as well as all major credit/debit cards.

Yes, we don't require your eBay password for you to create an account. Instead eBay can, if you wish, provide us with a unique access key which we can use to download your orders. This gives us limited access to your account which can be disabled by you at any time by editing your profile details within eBay.

Physical loss of or damage to your goods whilst they are in transit. A full copy of the Policy Wording is available for you to read on this website.

These are: your own wilful misconduct; ordinary leakage, loss in weight and/or volume and/or ordinary wear and tear; insufficiency or unsuitability of packing and/or stowage; breakage, scratching, denting, chipping, staining and tearing to the insured subject matter where items have been packed by you, unless the loss and/or damage has been caused by fire or by the vessel or conveyance being stranded, ground, sunk, burnt, involved in a collision or has overturned; depreciation; inherent vice; delay; war; strikes; terrorism, unless the goods are in the normal course of transit at the time of the loss.

Please follow the Claims Procedure.

If PostPal.co.uk contacts you to advise that your goods have been lost or damaged, you may still submit a claim by following the Claims Procedure.

If you are not satisfied with the way your claim has been handled you can make a complaint. There is a specific insurance complaints procedure available.

No, certain categories of goods cannot be insured and you will be advised of this when you are obtaining your quotation. There is also a Prohibited Items list available on the website.

Yes, in some circumstances you will be permitted to cancel your policy. Please see our Cancellation Procedure. The Cancellation Procedure is also shown in the Policy Document.

The policy cover commences as soon as the goods leave the sender's or supplier's premises and ceases when you accept delivery or when you collect the goods from the carrier's local depot.

Yes, the policy will continue to provide cover for physical loss of or damage to the goods provided that you collect them within 30 days of the date the carrier initially attempted delivery.

You yourself will have to bear the cost of any loss or damage to your goods which may occur during transit. You may be able make a claim against PostPal, but any claim will be limited in accordance with PostPal's Terms and Conditions which limit our liability (see BIFA 2005 conditions). Liability is based on the weight of the goods and may be as little as £1.40 per kg.

There is no excess for most types of cargo. The only excess applies to claims regarding Motor Vehicles and this is a fixed amount of £250.

Insurers will always try to deal with your claim promptly and fairly, but this will depend on the Claims Procedure being followed and upon you supplying all the information and documentation required to support your claim. In some cases claims require further investigation and may take longer to handle.

The insurance cover provided by your policy will only be valid if the packing of your goods is suitable for withstanding the normal rigours of transit. You can refer to our Packing Tips for further advice.