PostPal: Terms & Conditions

Full Terms and Conditions can be found on this page. Below is a summary of the main points to consider when using this service:

• PostPal UK Ltd does not handle your consignment as we contract our services through national courier companies.
• You must accurately state the dimensions and weight of the parcels you are sending.
• Packaging is important – no claim for damage can be met if the contents have not been adequately packaged.
  • You are responsible for being available for collection at the booked time.
  • You will be responsible for all customs forms and charges.
  • Check our prohibited list if unsure about sending your items or email us for advice.
  • All problems should will be dealt with by PostPal UK Ltd – contact us by email

For full details please read the full Terms and Conditions below:
 
Definitions
In these conditions the following words shall have the following meanings:

• Consignment – a parcel or a group of parcels sent to a single address.
• Consignee/Receiver/Recipient – the person who is receiving the consignment.
• Carrier - the courier company contracted to provide the service.
• Shipping Labels – the documentation placed on the parcel.
• Third Party - the order placed through PostPal utilising the account that PostPal UK Ltd has with a carrier.
• Working Day - Monday to Friday from 9.30am to 5.30pm, excluding Public and Bank Holidays.

Obligation to our customers
PostPal UK Ltd will arrange collection and delivery of the consignment/s via a third party service.
PostPal UK Ltd does not come into direct contact with the consignment/s but arranges the shipment through carriers.

The carrier has the right to refuse a consignment if the parcel in insufficiently packaged or of different dimensions to those stated at the time of ordering, particularly if the package is too large or too heavy.

PostPal UK Ltd has the right to refuse any order/user on our system.

All queries/claims must be directed through PostPal UK Ltd who will then contact the relevant carrier on the sender’s behalf.

If your collection fails you must contact PostPal UK Ltd at admin@postpal.co.uk and request an alternative collection time.

PostPal UK Ltd can only deliver 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.

Payment is taken by our automated system at the end of your order being placed online.

Tracking is available through our website online. Hardcopy Proof Of Delivery will be charged at £3.00 per item.

Prohibited Items & Items with limited liability

Please check our Prohibited Items list. If any of the listed items 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 PostPal's booking system is automated, therefore PostPal UK Ltd staff are unable to monitor shipments and customers are responsible for ensuring that consignments do not contravene the prohibited items list. Please enquire directly via email at admin@postpal.co.uk to check whether a parcel is acceptable.

Collection & Delivery
Our software collects all booking information. The customer will have a choice of various services, including collection time. Please note that this time slot is not guaranteed. If the collection does not happen within the time slot allocated it is the customer’s responsibility to inform PostPal UK Ltd.

PostPal UK Ltd can only deliver 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.

Collections & Deliveries are made on working days only. Saturday deliveries are optional at an extra cost and this option is available during booking.

Please ensure you are available at the stated collection time. A surcharge of up to 100% of the original charge may be applied if you are not available when collection is attempted.

With regard to a late delivery the customer may claim a refund of the consignment charges paid for the service selected:

• Guaranteed services - 50% refund
• Non guaranteed (estimated) services - 25% refund

Consignments collected and/or delivered in certain areas in Scotland, Wales, Cornwall and any 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.

All guaranteed services start once the consignment is collected. No refund/discount will be given for failed collections.

If the recipient is not at the delivery address the delivery personnel are authorised to take appropriate action as follows:

• Leave the parcel with a neighbour.
• Return the parcel to the depot.
• Leave a calling card advising of the action that has been taken.
• Make alternative delivery arrangements.

Third Party Collections/Three Way Collections/Freight Forward Collections, where the customer is arranging a collection from a remote address.  It is the customer’s responsibility to ensure receipt of delivery and collection.  The customer may incur a surcharge of up to 100% of the original shipping charge if a failed collection is made from a third party address. Track & Trace will not work until the package has been collected; therefore it is the customer’s responsibility to be kept informed by the person at the collection address when the parcel has been collected.

Customs Clearance
You are pre-paying for the postage charges of your consignment/s only. PostPal UK Ltd has no control over any customs queries or charges that may arise. The sender or receiver must pay customs charges before delivery is made. PostPal UK Ltd reserves the right to pass these charges directly onto the person who placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be charged to the sender.

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 + VAT. Additional charges will be confirmed in writing or by email.
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 not available as requested.

Transit times must be checked for the service ordered. On some services there will be a surcharge if a re-delivery is necessary.

Some areas will be subject to a remote area surcharge. This will be calculated by 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 need to supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, otherwise your shipment could be delayed and the carrier may well charge you a higher premium directly.

Delay/Damage/Loss
Any item that is listed in our prohibited items list will be exempt from any claim against delay, damage and loss. Please check our Prohibited items list.

With regard to a late delivery the customer may claim a refund of the consignment charges paid for the service selected:

• Guaranteed services - 50% refund
• Non guaranteed (estimated) services - 25% refund

Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and the 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 click here to see our recommended 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 and 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 and 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.

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 that the recipient must sign for it as 'DAMAGED' otherwise any claim for damage will be refused. It is the sender’s responsibility to inform the recipient of these terms and conditions.

All claims must be brought to us via email to admin@postpal.co.uk within 10 days of receipt. Please state your PostPal order/tracking number and a detailed description of the claim/complaint. Allow two working days for us to review all details of the claim before we contact you.

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 per consignment only and not per parcel within a multiple 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.

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 prior to making a claim.  Any item that is listed in our Prohibited Items section will be exempt from our liability cover.

All claims must be sent to us via email to admin@postpal.co.uk within 10 days of receipt. Please state your PostPal order/tracking number and a detailed description of the claim/complaint. Allow two working days for us to review all details of the claim before we contact you.
 
The person placing the order is responsible for the information entered. PostPal will not be held responsible for any wrong information that is entered and no refunds will be given in this instance.

You are pre-paying for the postage charges and PostPal 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 PostPal UK Ltd.

Loss or damage under the following conditions will not be covered:

• Act of God
• Consequences of war
• Insufficient packaging/incorrect labelling
• Prohibited contents

PostPal will only deal with the person who placed the order.

Liability is limited to the cost of sending the item only and to the Insured 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.
 
Complaints
We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact us at admin@postpal.co.uk.

Enforceability
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 remain unaffected.

Registered Company

PostPal UK Ltd, 2ND FLOOR, 145-157 ST JOHN STREET, LONDON,UNITED KINGDOM, C1V 4PY

Reg No 6445884 England & Wales.

VAT No Pending