Our UK and international parcel services and prices ... Guide 2014.pdf · and price with guaranteed* delivery. So whether it’s an overnight parcel to New York or a package to Australia

Our UK and international parcel services and prices

It’s easy to send express, priority and value services with Parcelforce Worldwide

Effective from 31st March 2014

See inside for your chance to WIN a £250 One4all gift card*

Securely pack your parcel1Just visit one of the 11,500 Post Office® branches2Pay for your service at the counter or at a self-service kiosk (available in selected larger branches)

3

3 easy steps to send your parcel

Around the corner, around the worldIt’s never been easier to send UK and International services with Parcelforce Worldwide.

Our exceptional quality of service levels mean you can trust Parcelforce Worldwide to deliver.

Drop & Go

Fast-track business parcels

As a valued business customer, we recognise the importance of making the most of your time. Drop & Go has been developed by the Post Office® specifically with your needs in mind – with a dedicated Fast Drop counter position.

It’s easy to sign up, just ask at the counter or check online for your nearest Post Office® Drop & Go branch and the business mails specialist will be happy to help.

2

ContentsWelcome to our UK and international services 5

UK and international summary 6-7

UK services 8-9

International services 10-12

Pricing information 13-16

Parcel and packaging guidelines 17

Prohibitions, restrictions and sanctions 18-21

Compensation and refunds 22-23

Your chance to WIN a £250 One4all gift card!

Gift card is issued by the Bank of Ireland.

* The last date for entry is 31st March 2015. Terms and conditions apply. Please visit parcelforce.com/terms Over 18s only.

Simply visit parcelforce.com/track to enter the prize draw.

The One4all gift card is a multi-store gift card which can be spent at over 17,000 outlets nationwide including leading high-street retailers.

It’s easy to track your parcel at parcelforce.com/track

Register your details and you could win a £250 One4all gift card in our monthly prize draw* – and we’ll also keep in touch with future offers

3

For further information ask at the counter or visit parcelforce.com

Parcel checklist Choose your service from our range of delivery speeds, levels of tracking, inclusive compensation and guarantees.

Check that we can carry your parcel. It is your responsibility not to send anything classed as prohibited or which does not comply with the rules on sanctions. Please read the prohibitions and restrictions guidelines before packaging a parcel. These can be found at parcelforce.com/retailprohibitions and parcelforce.com/sanctions

Check the delivery time and size and weight limits for your destination.

Choose an appropriate level of compensation for loss/damage for the value of your parcel. Not all items are covered by our compensation cover.

Read our packaging guidelines to make sure that your parcel is packaged securely for its journey.

Write your details including sender’s name, address, postcode and phone number on the reverse of the parcel.

Write the recipient’s name, address, postcode and phone number on the largest side with your barcoded service label (provided at the counter).

Sign your receipt to accept the Parcelforce Worldwide Conditions of Carriage. Keep for your tracking number (where available).

Track your parcel’s journey on parcelforce.com/track (where available).

1

3

2

4

5

6

7

8

9

Why not do your bit for climate change by supporting the Woodland Trust*?

Simply choose our Woodland Carbon Option at Post Office® branches by donating 5p for a UK delivery, or 10p for an international destination**, to support the protection and expansion of forests and woodlands that absorb greenhouse gases.

www.woodlandtrust.org.uk

* Woodland Trust is a charity registered in England and Wales (No.294344) and in Scotland (No.SCO38885).

** Donations are out of scope of VAT and are collected on behalf of the Woodland Trust and passed directly to them.

Par

cel c

hec

klis

t

4

Welcome to our UK and international servicesParcelforce Worldwide and Royal Mail have updated their parcel services to help you choose the most appropriate service for your needs; whether your item is urgent, requires proof of delivery on arrival, or simply requires the best value service.

Guaranteed*

Ideal when you need to be absolutely sure your parcel will arrive at its destination the next day or if you’re sending valuable items.

ConfirmedA great value option for the majority of today’s delivery requirements, when you need the added reassurance that your item has reached its destination.

StandardThe perfect solution for non-urgent items.

* Parcelforce Worldwide’s guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection.

5

Sending a parcel in the UK is as easy as 1,2,3...

What’s included:• Full tracking• Choice of 9am,

10am,12 noon, 1pm or 24 hour delivery times

• Proof of delivery with signature

• Includes compensation

Parcelforce Worldwideexpress9 express10expressAM express24

Royal Mail Special Delivery Guaranteed by 9am®

Royal Mail Special Delivery Guaranteed by 1pm®

Our

Gua

rant

eed*

† U

K p

arce

l ser

vice

s

What’s included:• Proof of delivery

with signature• Choice of next

working day or 2-3 working day delivery


What’s included:• Choice of next

working day or 2-3 working day delivery


Parcelforce Worldwideexpress48

Royal Mail Signed For® 1st Class

Royal Mail Signed For® 2nd Class

Parcelforce Worldwideexpress48

Royal Mail 1st Class

Royal Mail 2nd Class

Our

Con

firm

ed

UK

par

cel s

ervi

ces

Our

Sta

ndar

d

UK

par

cel s

ervi

ces

2. ConfirmedWith proof of delivery

1. Guaranteed*†

Timed next day delivery

3. StandardGreat value delivery

* On time delivery or your money back. Conditions apply www.royalmail.com/specialdelivery† Royal Mail guarantee delivery by 9am to more than 98% of all UK addresses depending on the service selected.

9am delivery is subject to recipient availability. Conditions apply.6

Sending an international parcel is as easy as 1,2,3...

What’s included:• Guaranteed delivery from

next working day with globalexpress

• Delivery from 3 working days with globalpriority

• Full tracking and signature on delivery


Parcelforce Worldwideglobalexpress

Parcelforce Worldwideglobalpriority

Our

Gua

rant

eed*

in

tern

atio

nal p

arce

l ser

vice

s

What’s included:• Full tracking and

signature on delivery with International Tracked & Signed

• Full tracking and online delivery confirmation with International Tracked

• Signature taken on delivery for International Signed


What’s included:• Delivery to Europe

within 3-5 working days and to the rest of the world within 5-7 working days with International Standard

• Delivery from 2 weeks with International Economy

• Delivery from 4 working days with globalvalue

Royal Mail International Standard

Royal Mail International Economy

Parcelforce Worldwide globalvalue

Our

Con

firm

ed

inte

rnat

iona

l par

cel s

ervi

ces

Our

Sta

ndar

d in

tern

atio

nal p

arce

l ser

vice

s

Royal Mail International Tracked & Signed

Royal Mail International Tracked

Royal Mail International Signed

2. Confirmed

1. Guaranteed*

3. Standard

* Parcelforce Worldwide guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection. 7

‡ Extended delivery times exist for outlying areas. Please visit parcelforce.com for further information.

* Guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection.

Do you need a delivery in the UK from next day?Our range of guaranteed* UK express services offers great value for money, with a choice of convenient delivery times to suit your needs. Ideal for small businesses, eBayers, students and everyday customers.

Our UK express services at a glance

from £41.48 delivery next working day by 9am‡

from £31.49 delivery next working day by 10am‡

from £21.49 delivery next working day by 12 noon‡

from £16.49 delivery next working day by close of business‡

from £11.99 delivery within 2 working days by close of business‡

Please note:

The Channel Islands are classified as international destinations.

Sending more than one parcel to the same UK address?Ask about our competitive consignment rates at the counter(a maximum of 15 parcels can be sent per consignment).

For example:Two parcels weighing 2kg and 4kg with a total weight of 6kg being sent by express24 to the same UK address would cost £33.97. If they were sent together it would cost £20.90, saving you £13.07!

8

Fully trackedfrom when your parcel is collected to when it’s delivered at parcelforce.com/track

Signature on deliverysigned electronically, with signature available online within 8 minutes of delivery at parcelforce.com

Generous weight limitindividual parcels can weigh up to 30kg

Sizemaximum length of 1.5m and 3m length/girth combined

Compensationfor your peace of mind, cover for loss or damage is included in the price – up to £200 for express9, 10 and AM and up to £100 for express24 and 48. Additional cover can be purchased up to £2500

Weekend deliverySaturday delivery is available for an additional charge of £9.00

What’s included with UK express?All of the following features are included with our UK express services. Please check the weight and size of your parcel before sending it. For added peace of mind you can track your parcel to its final destination.

24h

24h

24h

24h

24h

24h

UK

express

9

† Weight and size limits may vary by destination. Full details can be found at parcelforce.com/countries


** Please note the Channel Islands are classed as international destinations.

Need an international delivery from next day? Our international express services offer a great balance of speed and price with guaranteed* delivery. So whether it’s an overnight parcel to New York or a package to Australia next week, we’ve got it covered. Ideal for small businesses, eBayers, students and everyday customers.

Our international express services at a glance

from £43.02 with delivery from next working day to the USA,

Canada and Europe. From 2 working days for the rest of the world

from £32.28 with delivery from 3 working days to Europe

and major destinations worldwide

from £16.49 for an overnight service available from selected branches in Northern Ireland to the Republic of Ireland

Sending more than one parcel to the same overseas address?**

Ask about our competitive consignment rates at the counter (a maximum of 15 parcels can be sent per consignment).

For example:Two parcels weighing 1kg and 2kg with a total weight of 3kg being sent by globalexpress to the same overseas address in Germany would cost £102.24. If they were sent together it would cost £62.76 so you would save £39.48!

Our value services at a glanceItems can weigh up to 30kg and be a maximum length of 1.5m and 3m length/girth combined.†

from £9.65 with delivery from 4 working days worldwide, with up to £100 cover for loss or damage included in the price

from £24.45 with delivery from 28 working days worldwide (not available to European destinations)

10

International exp

ress

What’s included with international express?All of the following features are included with our globalexpress, globalpriority and irelandexpress services. Please check the weight and size of your parcel before sending it. For added peace of mind you can track your parcel to its final destination.

24h

24h

24h

24h

24h

24h

Fully trackedfrom when your parcel is collected to when it’s delivered, for all destinations with globalexpress and irelandexpress and major destinations worldwide with globalpriority at parcelforce.com/track

Signature on deliverynamed confirmation online for all destinations with globalexpress and major destinations worldwide with globalpriority. Signature online for irelandexpress

Generous weight limitindividual parcels can weigh up to 30kg†

Sizemaximum length of 1.5m and 3m length/girth combined†

Compensationfor your peace of mind, cover for loss or damage is included in the price – up to £200 for globalexpress and irelandexpress and up to £100 for globalpriority. Additional cover can be purchased up to the value of £2500 depending on the service

Confirmed delivery datesfor globalpriority to Australia, China, Hong Kong, Japan, South Korea and USA

How quickly will it get there?Our international delivery speeds are based on the delivery of parcels classified as ‘documents’ (that need no customs inspection) to major cities and towns. Please remember that our delivery speeds exclude customs clearance time. Outer suburbs and other outlying areas may take a little longer, so different delivery times may apply. When sending taxable merchandise, we suggest that you allow a further day for customs clearance, although this will vary by country.

International export licences Items requiring Parcelforce Worldwide to obtain any special licence or permit for transportation, importation or exportation; or consignments with a declared value for customs in excess of that permitted for the particular destination should not be sent on any international service.

Please note for international servicesDelivery information for overseas destinations – local practice means that sometimes parcels are delivered to a local post office in the destination country.

Items addressed to PO Boxes – we cannot always accept items addressed to PO Boxes. You cannot send any parcels addressed to a PO Box on our globalexpress service.

Customs Packs – fully complete and sign a customs pack for ALL destinations worldwide for globalexpress. For our other international services, complete a customs pack for destinations outside the EU only. This must include details of the contents, value and weight of your parcel plus contact details for the sender and recipient.

11

Full details on each country and the international services available can be found on parcelforce.com or ask at the counter.


** Premium maximum size has limited availability. Please check www.gov.uk/british-forces-post-office-services for full details.

British Forces Post Office (BFPO)Available at all Post Office® branches, you can send parcels to HM Forces personnel using BFPO numbers (with the name, rank, sub-unit and unit). No country or postcode should be included in the address.

Standard maximum length is 1.05m and maximum length and girth combined is 2m. Premium** maximum length is 1.5m and maximum length and girth combined is 3m. Maximum weight of 30kg, except HM Ships (BFPO200-499) where the maximum weight is 11kg and some operations which are restricted to 2kg. International prohibitions apply. Further information can be found at www.gov.uk/british-forces-post-office-services

What about documentation?

A Parcelforce Worldwide BFPO service label must be attached and a customs pack fully completed. The parcel should include:

• Servicenumber,rankandnameofindividual • UnitorRegiment • Operationname(ifapplicable) • BFPOnumber

If the parcel you are sending is for a dependant of the HM Forces employee, the parcel must be addressed C/O (‘care of’) the name of the serving Forces employee. If the parcel is for an entitled civil servant (an MOD employee or teacher for example) the parcel must be addressed to that person.

What if the person I am sending to changes units?

No problem. Once you have sent the parcel, BFPO will automatically re-direct it to the new unit, at no extra cost. However we cannot give a guaranteed* delivery speed on these services.

For more information visit www.gov.uk/british-forces-post-office-services

Receiving a parcel from outside the EUClearance fees, duties and taxes If a parcel is received from outside the EU addressed to you, Parcelforce Worldwide will clear the goods through HM Revenue & Customs (HMRC). You will be required to pay all the relevant import duty, excise duty and VAT, (as determined by HMRC), together with the clearance fee, details of which will be sent to you by letter.

To make things easier, you will be able to pay by credit or debit card on our website at parcelforce.com or over the phone.

Once payment is received, you will be able to select how and when you would like your parcel delivered.

Importing a parcel to the UKIf you are importing a parcel to the UK, we will make a charge if we have to hold your parcel while customs process it. To avoid incurring high storage charges, please respond promptly to any customs queries. All parcels valued at over £2000 are placed in secure storage until completion of HM Revenue & Customs formalities.

The import of some goods into the UK requires a licence, which you will need to obtain. Details about import controls can be found at www.gov.uk/government/publications/ do-i-need-an-import-licence

As all duties and taxes are raised by HMRC, we cannot answer any queries. If you have any queries relating to customs, taxes or duties raised by HMRC, please contact HMRC direct at www.hmrc.gov.uk and search Notice 143 (A guide for international post users).

More information on fees Our clearance and storage fees do vary. For up to date information, visit parcelforce.com

If you have a general query about import duties and taxes, contact HMRC on 0300 200 3700.

12

‡ Extended delivery times exist for outlying areas. Please visit parcelforce.com for further information.

Need a price?

UK pricesParcelforce Worldwide’s range of delivery speeds gives you a choice based on the urgency of your despatch.

The table on page 14 shows the cost of each Parcelforce Worldwide UK service.

DeliveriesDeliveries are usually made between 7am-5.30pm Monday-Friday unless a Saturday delivery has been requested. For Saturday deliveries please see below.

Saturday deliveryFor Parcelforce Worldwide UK services purchased from a Post Office® branch, Saturday delivery (typically between 7am-1pm) can be requested to the majority of UK destinations‡ for an additional charge of £9.00.

UK zonesListed below are the three UK Zones 1-3. Please note, there may be some services that either cannot be offered within certain areas, or are subject to extended delivery times.

See parcelforce.com for further information or ask at the counter.

Zone 1England, Wales and parts of Scotland excluding the Highlands and Islands.

Zone 2The Highlands and Islands of Scotland.

Zone 3Northern Island, Isle of Man and Isles of Scilly.

Delivery policy:

We deliver to an address, not a named individual. When no-one is available to accept the item, we will try and deliver to a neighbour or local Post Office® branch where it will be held for 16 days. A card will be left informing the recipient of the attempted delivery and where the parcel can be collected from. For full details see parcelforce.com

International pricesWhen you’ve chosen a service for your parcel, the tables on pages 14-16 will show you the price of delivery for the country you are sending to. When calculating the price of a parcel, please round up to the next half kg.For example, if you’re sending a 9.7kg parcel by globalpriority to the Channel Islands, the cost will be £43.35, the price for 10kg. Prices are in pounds sterling.International deliveries are made during standard business hours, which may vary from country to country.For international parcels weighing over 10kg, please ask at the counter for full price details or visit parcelforce.comAll prices included in this guide are inclusive of VAT at the appropriate rate.If your business is VAT registered then you can recover VAT on parcel services in the usual way. Visit parcelforce.com/vat to find out more.

Competitive pricingCompetitive pricing for more than one parcel going to the same address. If you have more than one parcel going to the same address you can benefit from our competitive consignment rates – see pages 8 and 10 for example calculations on how much you could save. This is available on all UK Services, globalexpress and globalpriority only.

Prices

13

Zones 1-3 United Kingdom

express9

express10

expressAM

express24

express48

up to 2kg £11.99 £16.49 £21.49 £31.49 £41.48

up to 5kg £12.98 £17.48 £22.49 £32.48 £42.48

up to 10kg £16.40 £20.90 £25.91 £35.90 £45.90

up to 15kg £23.14 £27.64 £32.64 £42.64 £52.63

up to 20kg £28.51 £33.01 £38.02 £48.01 £58.01

up to 25kg £39.64 £44.14 £49.14 £59.14 £69.13

up to 30kg £43.78 £48.28 £53.28 £63.28 £73.27

per extra kg £1.50 £1.50 £1.50 £1.50 £1.50

Zone 4 Channel Islands

globalexpress

globalpriority

globalvalueup to 0.5kg £9.65 £35.40 £51.95

up to 1.0kg £10.70 £36.05 £54.35

up to 1.5kg £11.75 £36.70 £56.75

up to 2.0kg £12.80 £37.35 £59.15

up to 2.5kg £13.60 £38.10 £61.50

up to 3.0kg £14.40 £38.85 £63.85

up to 3.5kg £15.20 £39.60 £66.20

up to 4.0kg £16.00 £40.35 £68.55

up to 4.5kg £16.80 £41.10 £70.90

up to 5.0kg £17.60 £41.85 £73.25

up to 5.5kg £18.10 £42.00 £75.90

up to 6.0kg £18.60 £42.15 £78.55

up to 6.5kg £19.10 £42.30 £81.20

up to 7.0kg £19.60 £42.45 £83.85

up to 7.5kg £20.10 £42.60 £86.50

up to 8.0kg £20.60 £42.75 £89.15

up to 8.5kg £21.10 £42.90 £91.80

up to 9.0kg £21.60 £43.05 £94.45

up to 9.5kg £22.10 £43.20 £97.10

up to 10kg £22.60 £43.35 £99.75

Channel Islands are classified as international destinations.

Zone 5 Republic of Ireland

globalexpress

globalpriority

globalvalue

irelandexpressup to 0.5kg £16.49 £16.68 £36.42 £47.46

up to 1.0kg £16.49 £19.26 £37.08 £49.86

up to 1.5kg £16.49 £21.84 £37.74 £52.26

up to 2.0kg £16.49 £24.42 £38.40 £54.66

up to 2.5kg £17.48 £26.46 £40.02 £57.96

up to 3.0kg £17.48 £28.50 £41.64 £61.26

up to 3.5kg £17.48 £30.54 £43.26 £64.56

up to 4.0kg £17.48 £32.58 £44.88 £67.86

up to 4.5kg £17.48 £34.62 £46.50 £71.16

up to 5.0kg £17.48 £36.66 £48.12 £74.46

up to 5.5kg £20.90 £38.04 £49.44 £76.08

up to 6.0kg £20.90 £39.42 £50.76 £77.70

up to 6.5kg £20.90 £40.80 £52.08 £79.32

up to 7.0kg £20.90 £42.18 £53.40 £80.94

up to 7.5kg £20.90 £43.56 £54.72 £82.56

up to 8.0kg £20.90 £44.94 £56.04 £84.18

up to 8.5kg £20.90 £46.32 £57.36 £85.80

up to 9.0kg £20.90 £47.70 £58.68 £87.42

up to 9.5kg £20.90 £49.08 £60.00 £89.04

up to 10kg £20.90 £50.46 £61.32 £90.66

Zone 6 Belgium, Netherlands, Luxembourg

globalexpress

globalpriority


up to 1.0kg £24.72 £33.90 £46.74

up to 1.5kg £27.00 £35.52 £50.46

up to 2.0kg £29.28 £37.14 £54.18

up to 2.5kg £31.32 £38.82 £57.18

up to 3.0kg £33.36 £40.50 £60.18

up to 3.5kg £35.40 £42.18 £63.18

up to 4.0kg £37.44 £43.86 £66.18

up to 4.5kg £39.48 £45.54 £69.18

up to 5.0kg £41.52 £47.22 £72.18

up to 5.5kg £42.60 £48.48 £74.22

up to 6.0kg £43.68 £49.74 £76.26

up to 6.5kg £44.76 £51.00 £78.30

up to 7.0kg £45.84 £52.26 £80.34

up to 7.5kg £46.92 £53.52 £82.38

up to 8.0kg £48.00 £54.78 £84.42

up to 8.5kg £49.08 £56.04 £86.46

up to 9.0kg £50.16 £57.30 £88.50

up to 9.5kg £51.24 £58.56 £90.54

up to 10kg £52.32 £59.82 £92.58

All prices included in this guide are inclusive of VAT at the appropriate rate. 14

Zone 7 France, Germany & Denmark

globalexpress

globalpriority


up to 1.0kg £20.34 £37.38 £47.64

up to 1.5kg £20.34 £39.30 £51.12

up to 2.0kg £20.34 £41.22 £54.60

up to 2.5kg £23.10 £43.14 £58.68

up to 3.0kg £25.86 £45.06 £62.76

up to 3.5kg £28.62 £46.98 £66.84

up to 4.0kg £31.38 £48.90 £70.92

up to 4.5kg £34.14 £50.82 £75.00

up to 5.0kg £36.90 £52.74 £79.08

up to 5.5kg £38.88 £54.06 £82.08

up to 6.0kg £40.86 £55.38 £85.08

up to 6.5kg £42.84 £56.70 £88.08

up to 7.0kg £44.82 £58.02 £91.08

up to 7.5kg £46.80 £59.34 £94.08

up to 8.0kg £48.78 £60.66 £97.08

up to 8.5kg £50.76 £61.98 £100.08

up to 9.0kg £52.74 £63.30 £103.08

up to 9.5kg £54.72 £64.62 £106.08

up to 10kg £56.70 £65.94 £109.08

Zone 8 Italy, Spain, Portugal & Greece

globalexpress

globalpriority


up to 1.0kg £27.90 £40.44 £51.24

up to 1.5kg £30.18 £42.36 £54.96

up to 2.0kg £32.46 £44.28 £58.68

up to 2.5kg £34.26 £46.56 £61.68

up to 3.0kg £36.06 £48.84 £64.68

up to 3.5kg £37.86 £51.12 £67.68

up to 4.0kg £39.66 £53.40 £70.68

up to 4.5kg £41.46 £55.68 £73.68

up to 5.0kg £43.26 £57.96 £76.68

up to 5.5kg £44.88 £59.88 £79.68

up to 6.0kg £46.50 £61.80 £82.68

up to 6.5kg £48.12 £63.72 £85.68

up to 7.0kg £49.74 £65.64 £88.68

up to 7.5kg £51.36 £67.56 £91.68

up to 8.0kg £52.98 £69.48 £94.68

up to 8.5kg £54.60 £71.40 £97.68

up to 9.0kg £56.22 £73.32 £100.68

up to 9.5kg £57.84 £75.24 £103.68

up to 10kg £59.46 £77.16 £106.68

Zone 9 Rest of Europe

globalexpress

globalpriority


up to 1.0kg £30.06 £46.68 £56.52

up to 1.5kg £33.30 £49.20 £61.08

up to 2.0kg £36.54 £51.72 £65.64

up to 2.5kg £39.06 £54.00 £72.84

up to 3.0kg £41.58 £56.28 £80.04

up to 3.5kg £44.10 £58.56 £87.24

up to 4.0kg £46.62 £60.84 £94.44

up to 4.5kg £49.14 £63.12 £101.64

up to 5.0kg £51.66 £65.40 £108.84

up to 5.5kg £53.76 £66.78 £113.46

up to 6.0kg £55.86 £68.16 £118.08

up to 6.5kg £57.96 £69.54 £122.70

up to 7.0kg £60.06 £70.92 £127.32

up to 7.5kg £62.16 £72.30 £131.94

up to 8.0kg £64.26 £73.68 £136.56

up to 8.5kg £66.36 £75.06 £141.18

up to 9.0kg £68.46 £76.44 £145.80

up to 9.5kg £70.56 £77.82 £150.42

up to 10kg £72.66 £79.20 £155.04

Zone 10 USA & Canada

globalexpress

globalpriority

globalvalue

globaleconomyup to 0.5kg £24.45 £27.40 £46.31 £52.00

up to 1.0kg £27.70 £29.85 £50.65 £56.90

up to 1.5kg £30.95 £32.30 £54.99 £61.80

up to 2.0kg £34.20 £34.75 £59.33 £66.70

up to 2.5kg £39.95 £41.25 £63.98 £70.60

up to 3.0kg £45.70 £47.75 £68.63 £74.50

up to 3.5kg £51.45 £54.25 £73.28 £78.40

up to 4.0kg £57.20 £60.75 £77.93 £82.30

up to 4.5kg £62.95 £67.25 £82.58 £86.20

up to 5.0kg £68.70 £73.75 £87.23 £90.10

up to 5.5kg £71.00 £77.35 £90.18 £94.25

up to 6.0kg £73.30 £80.95 £93.13 £98.40

up to 6.5kg £75.60 £84.55 £96.08 £102.55

up to 7.0kg £77.90 £88.15 £99.03 £106.70

up to 7.5kg £80.20 £91.75 £101.98 £110.85

up to 8.0kg £82.50 £95.35 £104.93 £115.00

up to 8.5kg £84.80 £98.95 £107.88 £119.15

up to 9.0kg £87.10 £102.55 £110.83 £123.30

up to 9.5kg £89.40 £106.15 £113.78 £127.45

up to 10kg £91.70 £109.75 £116.73 £131.60

Price per extra 0.5kg up to 30kg available on request. Weight and size limits may vary by destination. Please ask at the counter for further details. 15

Compensation rates available for loss or damage Refunds for delay

ServicesMaximum inclusive

compensation

Additional compensation

available

Maximum total cover

Refund if not delivered on or before the stated delivery day, or later than

the stated delivery time

express9, 10, AM £200

£1.80 for the first additional

£100 cover

£4.50 for every subsequent

£100 cover

£2500 100%

express24 £100 £2500 50%

express48 £100 £2500 25%

BFPO – Worldwide £100 £2500 N/A

globalexpress £200 £2500 100%

irelandexpress £200 £2500 100%

globalpriority £100 £2500 25%

globalvalue £100 £500 N/A

globaleconomy N/A N/A N/A N/A

Surcharges – redelivery charges for UK items returned to the depotRedelivery to the same address Free of

charge

Requested delivery to a Post Office® branch £1.00

Redelivery to a different address £5.50Collect from Parcelforce depot Redelivery on a Saturday £12.00

Surcharges – globalexpress

Address correction £6.00

Returned shipments/goods £39.00

Zone 11 Far East & Australasia

globalexpress

globalpriority

globalvalue


up to 1.0kg £37.30 £40.55 £59.13 £69.50

up to 1.5kg £43.10 £46.90 £64.08 £75.95

up to 2.0kg £48.90 £53.25 £69.03 £82.40

up to 2.5kg £54.30 £59.15 £73.83 £88.00

up to 3.0kg £59.70 £65.05 £78.63 £93.60

up to 3.5kg £65.10 £70.95 £83.43 £99.20

up to 4.0kg £70.50 £76.85 £88.23 £104.80

up to 4.5kg £75.90 £82.75 £93.03 £110.40

up to 5.0kg £81.30 £88.65 £97.83 £116.00

up to 5.5kg £85.45 £93.15 £102.13 £120.60

up to 6.0kg £89.60 £97.65 £106.43 £125.20

up to 6.5kg £93.75 £102.15 £110.73 £129.80

up to 7.0kg £97.90 £106.65 £115.03 £134.40

up to 7.5kg £102.05 £111.15 £119.33 £139.00

up to 8.0kg £106.20 £115.65 £123.63 £143.60

up to 8.5kg £110.35 £120.15 £127.93 £148.20

up to 9.0kg £114.50 £124.65 £132.23 £152.80

up to 9.5kg £118.65 £129.15 £136.53 £157.40

up to 10kg £122.80 £133.65 £140.83 £162.00

Zone 12 Rest of the World

globalexpress

globalpriority

globalvalue


up to 1.0kg £39.50 £42.35 £66.17 £80.40

up to 1.5kg £46.00 £49.35 £72.81 £89.00

up to 2.0kg £52.50 £56.35 £79.45 £97.60

up to 2.5kg £59.10 £63.40 £86.00 £105.55

up to 3.0kg £65.70 £70.45 £92.55 £113.50

up to 3.5kg £72.30 £77.50 £99.10 £121.45

up to 4.0kg £78.90 £84.55 £105.65 £129.40

up to 4.5kg £85.50 £91.60 £112.20 £137.35

up to 5.0kg £92.10 £98.65 £118.75 £145.30

up to 5.5kg £97.70 £105.05 £124.50 £151.45

up to 6.0kg £103.30 £111.45 £130.25 £157.60

up to 6.5kg £108.90 £117.85 £136.00 £163.75

up to 7.0kg £114.50 £124.25 £141.75 £169.90

up to 7.5kg £120.10 £130.65 £147.50 £176.05

up to 8.0kg £125.70 £137.05 £153.25 £182.20

up to 8.5kg £131.30 £143.45 £159.00 £188.35

up to 9.0kg £136.90 £149.85 £164.75 £194.50

up to 9.5kg £142.50 £156.25 £170.50 £200.65

up to 10kg £148.10 £162.65 £176.25 £206.80

HM Forces: WorldwideWeight up to (kgs) 2 5 10 15 20 25 30

Price (£) £8.90 £11.45 £13.30 £19.15 £23.50 £33.85 £37.05

Price per extra 0.5kg up to 30kg available upon request. Weight and size limits may vary by destination. Ask at the counter for further details.

16

Please note:

Find further details on choosing suitable outer packaging material at parcelforce.com

Are your contents packaged correctly?

PackagingIt’s really important that you package your items well, to keep them safe on their journey.

Wrapping your itemsAll items should be placed in a rigid cardboard box with sufficient protective internal packaging such as polystyrene chips, polythene foam, bubble wrap or crumpled paper to prevent movement in transit. Multiple items within a parcel should not be touching. Please note that some items are subject to specific packaging requirements including electrical items (e.g. PCs, laptops, DVDs and printers) and musical instruments (e.g. guitars). Detailed packaging advice for these and other items is available at parcelforce.com

Strong outer packagingA corrugated cardboard box with a quality outer wrapping is best. Make sure the outer packaging is strong enough for the weight of the parcel. Compensation claims for damage of contents will be invalid if the parcel is inadequately packed or if the packaging is not retained for verification. Please note any items packed in kraft paper cannot be sent via our globalexpress service

Sealing the parcelOpen edges of the parcel should be sealed, top and bottom, with plastic or reinforced carton tape, rather than ordinary household tape. Parcels must not be strapped together or bound to another parcel.

Strapping around boxes is not suitable as this can get caught and cause damage to your and other parcels. Either place all items in one box or send them in separate parcels (all UK services, globalexpress and globalpriority offer competitive consignment pricing when several parcels are going to the same address).

We do not pay compensation for loss or damage, or refund for delay for parcels that have been strapped together or bound to another parcel.

Labelling of goods (luggage)Labels glued on to luggage items often become detached. Make sure you attach the label by using a clear plastic envelope and attach this envelope to a handle or strap on the item using a bag tie.

Clear, accurate addressingMake sure the recipient’s name, address and postcode is clearly written on the parcel. In addition, write your own name, address, postcode and phone number on the outside and inside of the parcel, in case there are any queries during transit. The phone number of the recipient is also helpful and for globalexpress the telephone numbers of the sender and the recipient must be written on the customs pack.

Correctly completed documentationCheck all documentation is accurately completed to avoid any delay in transit. Make sure the service barcoded labels are securely attached to the parcel and are clearly visible. Customers sending to non-EU destinations will need to declare the parcel contents on the customs pack. For globalexpress this is a requirement for all destinations.

Packag

ing

17

Prohibitions or restrictions may apply to goods. Ignoring them can lead to delays, accidents or damage to other parcels.

General prohibitions and restrictions

In common with other major delivery companies, there are certain goods and substances that we cannot accept and must not be sent by customers. This is to comply with national and international regulations governing the carriage of mail, to protect the health, safety and wellbeing of our employees and customers, and ensure that parcels in transport do not present a danger to the general public.

What are the prohibitions?‘Dangerous goods’ are articles or substances which are capable of posing a risk to health, safety, property or the environment. Existing regulations prohibit sending the majority of dangerous goods in the mail. We also prohibit other items for legal reasons, or where in our opinion they may be harmful or dangerous to our customers or employees.

In addition, there are some items that can be carried in the post but only when specific requirements are met in relation to type of service to be used and quantity, volume, packaging and labelling of parcels.

We call these items restricted goods. All restricted goods must be presented at the counter so we can confirm you have followed any applicable requirements prior to posting.

Different rules regarding restricted goods may apply for international post.

You are responsible for checking whether or not an item is prohibited or restricted. You can also ask for a leaflet on prohibitions and restrictions at the counter. The most up to date list of prohibited and restricted items, including a leaflet, can be found at parcelforce.com/retailprohibitions and examples of restricted and prohibited goods are given below.

Pro

hibi

tions

& r

estr

ictio

ns

Prohibited and restricted itemsITEM UK INT

Aerosols for toiletry or medicinal purposes(including deodorants, body sprays, hair sprays, shaving and hair removal creams) Packaging guidelines: Valves must be protected to prevent inadvertent release of the contents. Volume per item must not exceed 500ml. No more than two items in any one parcel, tightly packed. Must be presented at the counter. Sender’s name and address must be visible on the parcel.

✔ ✘

Aerosols for any other purpose(including spray paints, air fresheners, etc) ✘ ✘

Alcoholic beverages containing more than 70% alcohol by volume (ABV) ✘ ✘ Alcoholic beverages containing more than 24% but not more than 70% alcohol by volume (ABV)(e.g. gin, rum, vodka, whisky)Packaging guidelines: Volume must not exceed 1 litre per item. No more than two items in any one parcel. Wrap in polythene and seal with tape. Surround with absorbent material and cushioning to prevent breakage. Mark as ‘FRAGILE’ when sending glass bottles. Must be presented at the counter. Sender’s name and address must be visible on the parcel.

✔ ✘

Alcoholic beverages containing 24% alcohol by volume (ABV) or less(e.g. beer, wine and champagne)Packaging guidelines: Volume per item must not exceed 1 litre. Wrap in polythene and seal with tape. Surround with absorbent material and cushioning to prevent breakage. Mark as ‘FRAGILE’ when sending glass bottles.

✔ ✔

Arms and ammunition All firearms, other than low-powered air weapons sent within the UK (air rifles, air guns and air pistols), including imitations and antiques; paint-ball or toy guns; taser guns; components of firearms and all other items similar to, or resembling, the foregoing are prohibited. All ammunition other than lead pellets and other air gun and airsoft projectiles are also prohibited.

✘ ✘

Arms and ammunition – Low Powered air weaponsLow-powered air weapons (air rifles, air guns and air pistols), together with lead pellets and other airgun and airsoft projectiles, can be sent but are subject to the following conditions:1. These items must be sent on an express48 service only2. These items must be sent via the Post Office only3. Enhanced compensation cover is not available.

✔ ✘

18


Batteries that are classified as dangerous goods and certain used batteries.(including wet spillable lead acid/lead alkaline batteries (such as car batteries), used alkaline metal, nickel metal hydride (NiMH), nickel cadmium (NiCd), zinc-air batteries, and damaged batteries of any type)

✘ ✘

Batteries, specifically new alkaline metal, nickel metal hydride (NiMH), nickel cadmium (NiCd) and zinc-airPackaging guidelines: Must be new and sent unopened in their original retail packaging. Surround with cushioning material e.g. bubble wrap. ✔ ✔

Batteries, specifically new and used lithium batteries when not sent with or connected to an electronic device ✘ ✘ Batteries – new wet, non-spillable(e.g. sealed lead acid batteries, absorbed glass mat and gel cell batteries)Packaging guidelines: No more than one battery in any one parcel. Maximum weight 1.5kg. Item must be protected against short circuit (by insulation of exposed terminals) and securely packaged. Package must be marked “NOT RESTRICTED” and “SPA67 / SP238”.

✔ ✘

Biological substances(diagnostic specimens including blood and urine)Packaging guidelines: The total sample volume/mass in any parcel must not exceed 50ml/50g. All biological substances must be posted in packaging that complies with Packaging Instruction 650. The total sample volume/mass in any package shall not exceed 50ml/g.

✔ ✘

Christmas Crackers ✘ ✘ Clinical and medical waste(e.g. contaminated dressings, bandages and needles) ✘ ✘ Controlled drugs and narcotics(such as cannabis, cocaine, heroin, LSD, opium and amyl nitrate, leaves from the Catha Edulis plant, morphine, opium, psychotropic substances etc).Those discovered in transit will be stopped, and handed to customs or the Police, who may take legal action against the sender and/or recipient.

✘ ✘

Corrosives(including dyes, acids, corrosive paint and rust removers, caustic soda, mercury and gallium metal) ✘ ✘ Counterfeit currencyCounterfeit currency and counterfeit stamps are prohibited. ✘ ✘

Dry Ice ✘ ✘ Electronic devices sent with lithium batteries(including mobile phones, digital cameras, etc) where the battery is not connected to the device.Packaging guidelines: The maximum number of lithium batteries allowed in each parcel is the minimum number required to power the device plus two spares. For lithium ion/polymer batteries the Watt-hour rating must not exceed 20Wh per cell or 100Wh per battery. For lithium metal/alloy batteries the lithium content must not be more than 1g per cell or 2g per battery. The maximum net quantity of cells or batteries is 5kg per parcel. Each cell and battery must be of a type proven to meet the requirements of each test in the UN Manual of Tests and Criteria, Part III, section 38.3. Cells or batteries that are defective or damaged are forbidden. Cells and batteries must be packed in inner packagings that completely enclose the the cell or battery and protect them from short circuit. The equipment sent with cells or batteries must be packed in strong rigid packaging and must be secured against movement within the outer packaging and packed to prevent accidental activation. Must be presented at the counter. Sender’s name and address must be visible on the parcel.

✔ ✘

Electronic devices connected to lithium batteries(including mobile phones, digital cameras, etc) where the battery is connected to the device.Packaging guidelines: Each parcel must contain no more than four cells or two batteries installed in a device. For lithium ion/polymer batteries the Watt-hour rating must not exceed 20Wh per cell or 100Wh per battery. For lithium metal/alloy batteries the lithium content must not be more than 1g per cell or 2g per battery. The maximum net quantity of cells or batteries is 5kg per parcel. Each cell and battery must be of a type proven to meet the requirements of each test in the UN Manual of Tests and Criteria, Part III, section 38.3. Cells or batteries that are defective or damaged are forbidden. The equipment containing cells or batteries must be packed in strong rigid packaging and must be secured against movement within the outer packaging and packed to prevent accidental activation. Must be presented at the counter. Sender’s name and address must be visible on the parcel. Country restrictions apply see parcelforce.com/countries for details.

✔ ✔

Environmental waste(including used batteries and used engine oil) ✘ ✘ Explosives(including fireworks, flares, blasting caps, party poppers) ✘ ✘ Financial documentsAny financial documents (money, banker’s drafts, cheques, dividends, bonds, securities etc.) which can be exchanged themselves, or with any other document, for money, goods or services, cannot be sent on Parcelforce Worldwide international services. They can be sent on a Parcelforce Worldwide UK service, but are excluded from compensation.Please refer to page 22 for details.

✔ ✘

Flammable liquids(including petroleum, lighter fluid, certain adhesives, solvent based paints, wood varnish, enamels, acetone and all nail varnish removers) ✘ ✘ Flammable solids(including magnesium, phosphorous, potassium, sodium, zinc powder and fire lighters) ✘ ✘ Gases, including flammable, non-flammable, toxic and compressed gases(including new and used gas cylinders, butane, ethane, propane, refills for lighters, fire extinguishers and scuba tanks) ✘ ✘ Human and animal remainsHuman remains (including ashes) and dead animals (including preserved animal parts and skins) are prohibited. ✘ ✘ Illegal lottery ticketsTickets and related advertisements for illegal lotteries are prohibited. ✘ ✘ Indecent, obscene or offensive articlesIndecent, obscene or offensive communications, prints, photographs, books or other articles, and packets bearing grossly offensive, indecent or obscene words, marks or designs are prohibited. Those discovered in transit will be stopped, and handed to customs or the Police, who may take legal action against the sender and/or recipient.

✘ ✘

Infectious substances and pathogens(UN2814 or UN2900) as classified in the latest edition of the Technical Instructions for Safe Transport of Dangerous Goods by Air published by the International Civil Aviation Organization (ICAO)

✘ ✘

Lighters and refills containing flammable liquid or gas(including new, used and empty butane, petrol cigar and cigarette lighters) ✘ ✘

19


Liquids over 1 litre (containing liquids not classified as dangerous goods)Packaging guidelines: Items must be securely closed and placed in a leak-proof liner, such as a sealed polythene bag. Mark as “FRAGILE” when sending glass bottles. Some liquids, such as alcohol or paints, have their own additional restrictions or prohibitions. Must be sent by express48 in the UK

✔ ✘

Live creatures, insects and invertebratesCertain living creatures are accepted only if enclosed in packs constructed so as to prevent injury to Parcelforce Worldwide staff or its agents, or damage to other packages.The following are accepted: bees, destroyers of noxious pests and other insects sent to or from officially recognised institutions, leeches and certain parasites, silkworms. In addition the following may be sent to destinations in Zones 1 to 3: caterpillars, earthworms, fish fry and eggs, lugworms, maggots, mealworms, pupae and chrysalides and ragworms.To send any of the above, express9, express10, expressAM or express24 services must be used for Zones 1 to 3. No other living creatures are acceptable. No living creatures can be sent through the globalexpress service and to certain destinations on the globalpriority and globalvalue services. Items must be clearly marked “URGENT - LIVING CREATURES - HANDLE WITH CARE”.

✔ ✔

Magnetized material(with a field strength of 0.418A/metre or more at a distance of 4.6 metres from the outside of the package) ✘ ✘ Matches(including safety matches) ✘ ✘ Miscellaneous manufactured articlesGoods made in foreign prisons, except those imported for a non-commercial purpose of a kind not manufactured in the United Kingdom, or those in transit.

✘ ✘

Misleading endorsementsParcels must not bear words, marks or designs which are unauthorised and which may reasonably lead the recipient to believe that the parcel has been sent On Her Majesty’s Service.

✘ ✘

Nail varnish, polish or gelPackaging guidelines: Volume per item must not exceed 30ml. No more than four items in any one parcel. Must be placed in strong outer packaging and cushioned to prevent breakage. Must be presented at the counter. Sender’s name and address must be visible on the parcel.

✔ ✘

Oxidising materials or organic peroxides(including disinfectants, nitrates and hair dyes or colourants containing peroxide) ✘ ✘ Perfumes and aftershaves(including eau de parfum and eau de toilette)Packaging guidelines: Volume per item must not exceed 150ml. No more than four items in any one parcel. Must be sent in its original retail packaging, placed in strong outer packaging and cushioned to prevent breakage. Must be presented at the counter. Sender’s name and address must be visible on the parcel.

✔ ✘

Perishable foodstuffs and articlesFresh fruit, meat, fish and other perishable articles should be able to withstand transit times of at least 48 hours and must be sent by a guaranteed next day service as a minimum requirement within the UK. Packages must be clearly labelled “PERISHABLE”. Packages of fish should be smoked or chilled, and sealed in vacuum packs before consignment. In all cases they must be enclosed in adequate polystyrene containment to prevent contamination. It is the responsibility of the shipper to package all perishable articles in such a manner that during transport within the system the contents are kept at an appropriate temperature that is unlikely to give rise to a risk to health. Frozen water and dry ice are prohibited. Perishable articles cannot be sent using our globalexpress, globalvalue or globaleconomy services. Certain international destinations prohibit the import of perishable articles, including perishable and non-perishable foodstuffs. Please check individual country restrictions before sending consignments containing perishable foodstuffs or articles (including plants, flowers, medicines, seeds and other vegetable products intended for further processing) using our globalpriority service. For more information about service availability, or for country-specific prohibitions, exclusions or licence requirements, please refer to parcelforce.com or ask at the counter.

✔ ✔

PlantsLive plants may only be sent in accordance with the terms and conditions set out in ‘Perishable foodstuffs and articles’ above. ✔ ✔ Pesticides(e.g. weed killer and any chemical used to kill pests and insects including fly sprays) ✘ ✘ Poisons, toxic liquids, solids and gases(including substances that are liable to cause death or injury if swallowed or inhaled or by skin contact, including arsenic, cyanide, fluorine, rat poison)

✘ ✘

Prescription medicines and drugs sent for scientific or medical purposes(toxic, flammable or toxic and flammable) ✘ ✘ Prescription medicines and drugs sent for scientific or medical purposes(non-toxic and non-flammable including asthma inhalers)Packaging guidelines: Medicines must be securely closed and placed in a sealed polythene bag (for liquids) or a siftproof container (for solids). Must be tightly packed in strong outer packaging and cushioned to prevent breakage. Sender’s name and address must be visible on the parcel.

✔ ✔

Radioactive materials and samples(Classified as dangerous goods such as luminous dials from aircraft). ✘ ✘

Solvent-based paints, wood varnishes and enamels ✘ ✘ Sharp objectsThese items may only be posted if they are packaged appropriately so that they do not present a risk to employees, other packages or recipients.

✔ ✔

Waste, dirt, filth or refusee.g household waste, foul or disgusting material ✘ ✘ Weapons(including Section 5 firearms, CS gas and pepper sprays, flick knives, tasers and stun guns) ✘ ✘ Works of artWorks of art cannot be exported to certain destinations on the globalpriority and globalvalue services. Works of art are excluded from compensation for loss and damage with globalexpress although they can be sent using this service.

✔ ✔

Please note: any items that are wet, leaking or emit an odour of any kind cannot be sent on any of our UK or international services.

20

What should I do next?Please refer to this guide and the relevant terms and conditions before packaging or posting any items to ensure you meet minimum safety requirements. It is your responsibility to check the list of prohibited and restricted items and any applicable packaging, volume and quantity requirements that apply prior to posting any item so you should always check the website at parcelforce.com/retailprohibitions

This list of prohibited and restricted items reflects our general terms and conditions.

It is also your responsibility to ensure your items comply with sanctions. Remember that sanctions may apply even if your items are addressed to individuals or organisations in the UK, if they have been ‘designated’ by the authorities.

If you are posting to international destinations there may be other specific items not listed here which certain destinations will not accept, and some items are prohibited from being sent on particular services.

The website also provides information on how to pack your items safely parcelforce.com/help-information/sending-advice/packaging-guidelines

What if I ignore the rules?Failure to comply with Parcelforce Worldwide prohibitions and restrictions or with sanctions may affect your ability to claim compensation.

Posting prohibited goods or restricted goods (where you do not comply with the relevant terms and conditions) or items which are in breach of sanctions, could result in prosecution.

If we identify a parcel containing prohibited goods or restricted goods (where you do not comply with the relevant terms and conditions) or which does not comply with sanctions, Parcelforce Worldwide may deal with that parcel as it sees fit, including but not limited to disposing of the parcel concerned, in whole or in part (without incurring any liability to the customer or recipient). It shall be entitled to charge the customer with the costs of disposal and all other costs reasonably incurred and additionally the sum of £20, if it chooses to return the consignment or any part of it.

We also list some goods which are not covered by our inclusive compensation, and detail some occasions where the delivery speed guarantee* does not apply. Please remember that this section provides a guide and should be read in conjunction with the Parcelforce Worldwide UK or International Conditions of Carriage for Retail Services which are available at parcelforce.com

Please check our website for prohibitions and restrictions parcelforce.com/retailprohibitions and visit parcelforce.com/sanctions for more information about sanctions.

SanctionsA number of countries and international organisations, including the UK, the European Union and the United Nations, impose certain restrictions, also known as sanctions, on what you can send to certain individuals, organisations or countries.

We cannot accept – and customers must not send – parcels which are in breach of sanctions.

Sanctions can take many forms but are generally aimed at preventing certain goods, services, finance and knowledge being supplied to particular recipients.

Parcels containing certain kinds of items may be prohibited from being sent to or from countries which are subject to sanctions, unless you obtain a licence from the appropriate Government department. These countries currently include Iran, Syria, Belarus and North Korea, although there are many others and the list changes. Sanctions also restrict any dealings with certain designated individuals and organisations, wherever they are based (including the UK), for example by sending them money or goods.

Further information about sanctions can be found at parcelforce.com/sanctions. This website includes links to the UK Government’s dedicated sanctions website which will give you the up to date position on the countries, individuals and organisations concerned. You should check these websites before posting.


21

Compensation for loss or damageYour parcel is automatically covered, up to a pre-set level of compensation and this varies according to the service used (please refer to page 16 for further details). No compensation is available for users of the globaleconomy service. Indirect or consequential loss including any labour costs, however caused, is not covered.

For an additional charge, you can choose to increase your cover up to £2500 per consignment for guaranteed* services and the BFPO service or £500 per parcel for globalvalue. Musical instruments will only be covered up to the maximum amount of inclusive compensation included with the service and no enhancement compensation is available. The amount of inclusive or additional cover varies per service.

Compensation for loss or damage will not be paid if parcels are strapped together or bound to another parcel. Parcelforce shall not be liable for loss of, or damage to, or delay in respect of any parcel (s) if: loss, damage or delay is caused due to the customer’s failure to properly pack any parcels in accordance with Parcelforce Worldwide packaging guidelines, or the absence, inadequacy or failure of any packaging. For packaging guidelines refer to page 17 .

The lowest of the cost/sale price will be used to settle a claim subject to the maximum compensation and allowing for wear and tear and depreciation where appropriate. VAT will be reimbursed in appropriate cases. Please note that postage costs are not paid for damage claims.

Full details of the compensation available can be found on page 16.

Compensation exclusions Below is a list of goods which are excluded from compensation for loss or damage. Please note in the case of fragile items we will pay compensation for loss of parcels only and not damage to the items.

1. Dangerous, prohibited or restricted goods (where you do not comply with the relevant terms and conditions), or goods sent in breach of sanctions (see pages 18-21)

2. Money:• Money, coins, financial documents (money’s equivalent). This

includes banker’s drafts, current bank notes, currency notes or coins, postal orders, cheques or dividend warrants, bearer securities including share warrants, scrips or subscription certificates, bonds or relative coupons, unfranked postage stamps or revenue stamps (except a revenue stamp embossed or impressed on an instrument which has been executed) coupons, vouchers, tokens, lottery tickets, scratch cards or similar items which can be exchanged themselves or with any other item for money, goods or services, national insurance stamps. Out of circulation coins (not made of gold or silver) are classed as collectables

• Negotiable documents

• Stamps: unobliterated postage or revenue stamps. Out of circulation stamps are treated as collectables for compensation purposes

• All tickets, including travel and events, or tickets which are exchangeable for goods or services e.g. airline tickets

3. Valuables:• Antiques (objects over 100 years old)• Articles made largely or wholly of gold, silver or other precious metals• Diamonds and other precious stones• Fur (except imitation)• Jewellery (except imitation)• Sim cards• Watches, including movements

The following items are goods excluded from compensation when using the globalexpress service, these are in addition to the items included under Compensation exclusions:• Artwork – including any work created or developed by the

application of skill, taste or creative talent for sale, display or collection. This includes without limitation items such as paintings, drawings, vases, tapestries, limited edition prints, fine art, statues, sculptures, collector’s items, customised or personalised musical instruments or similar items

• Film – or photographic images, including photographic negatives, photographic chromes and photographic slides

• Other – any items or commodities that by their inherent nature are particularly susceptible to damage, or the market value of which is particularly variable or difficult to ascertain are also excluded from compensation cover

4. Perishable foodstuffs and articles:• Cakes of all types**• Eggs**• Plants, cut flowers and seeds (see below)• All other perishable foodstuffs and articles (including plants, flowers,

medicines, seeds and other vegetable products intended for further processing), may only be sent in accordance with the terms and conditions set out under the heading “Perishable foodstuffs and articles” in the “Restricted Goods” section of this document. In the case of consignments for delivery in the UK which contain perishable foodstuffs or articles, these must be sent by a guaranteed* next day service as a minimum requirement, and be able to withstand transit times of at least 48 hours. Claims for damage will not be accepted where the goods have perished and the parcel was delivered within 48 hours. Please also note that claims for damage caused by late delivery will not be accepted where this was outside of our control. In the case of consignments containing perishable foodstuffs or articles sent using our international services, we will not pay compensation for loss or delay of the consignment or damage to the items

5. Fragile items** as listed below:• Automotive vehicle parts and body work – including doors, bumpers and headlights• Cakes of all types• Cases (including suitcases and musical instrument cases) when

used as external packaging• Ceramics or composites wholly or partially made of china

and/or porcelain• Computer monitors – including laptops, all-in-one desktops and iMacs• Eggs• Fossils, fragranite/rock and stone items• Marble or any stone derivatives including granite• Furniture – flat packed and ready built• Glassware – items partially or wholly made of glass, for example

picture frames that are made of glass or bottles• Lighting – damage in transit or in handling of fluorescent tubes,

neon lighting, X-ray tubes, light bulbs etc or any other inherently fragile items

• Musical instruments – no enhanced compensation is available• Plaster items – including plaster of paris, fibre clay • Resin items – including amorphite, amber and composites• Televisions – including CRT, LCD, LED and Plasma screens

Auction websitesTo process claims made for items purchased using an auction website, the auction reference number and final receipts of purchase will be required.

Occasionally life creates unexpected difficulties. When this happens, our first priority is to put things right for you as quickly as we can.

Claiming compensation or refunds

** In the case of fragile items we will pay compensation for loss of parcels only and not damage to the items.

Com

pens

atio

n &

ref

unds

22


• Parcels have been strapped together or bound to another parcel • Force majeure. Anything outside the control of

Parcelforce Worldwide including (but not limited to): fire; flood; explosion; accident; adverse weather conditions; traffic congestion; mechanical breakdown; obstruction of any private or public highway; riot; governmental act; act of God; terrorism; war; or from any industrial dispute whatsoever

• When indicated on the country-specific information that the guarantee does not apply. This information can be found at parcelforce.com/countries or ask at the counter

• Where perishable foodstuffs or articles are sent using our international services

The above list is not definitive and each individual claim for late delivery will be assessed on its own merits.

Claiming compensation and refundsIt’s important that you always keep your copy of the receipt and any relevant documentation for each parcel you send and a receipt (or similar proof of value) for the contents. Value of items can be depreciated to reflect current market value, wear and tear. Premiums paid for enhanced compensation are non-refundable in all cases.

Any claims which overstate the value of the contents will be rejected – no payment towards the value of the contents will be made, although any relevant refund for delay payment will be made. In making a claim all types of compensation or refund for delay you believe relevant should be applied for.

The recipient must keep all packaging and any damaged items for inspection until the claim is resolved. The recipient may be asked to complete a questionnaire and/or to provide photographs of the item and the packaging. To progress any claim, any such information requested by Parcelforce Worldwide must be provided within 21 days. If the information requested is not received within this timescale, Parcelforce Worldwide reserves the right to close the claim. Should there be an error in a claim application or the supporting evidence that results in the need to re-issue a cheque, an administration charge of £10.00 will be deducted from the claim amount. If you ever need to make a claim, log on to parcelforce.com or collect a claim form from the counter.

If claims for loss or disputed delivery are made, the recipient may be asked to affirm that the item was not delivered and its value (if known).

All UK claims must be received within 30 days of despatch. International claims must be made within the following timescales: 15 days of despatch for globalexpress; 30 days of despatch for irelandexpress and globalpriority; and 120 days of despatch for globalvalue and BFPO.

Appeals against decisions on claims settlements must be made within 30 days of receipt of the claim settlement letter, in writing, to the address shown on the claim settlement letter.

As part of our security operations we carry out rigorous checks on consignments. This may involve X-ray screening, decompression, or, in exceptional circumstances, the opening of a parcel. If a parcel fails any of these checks, service guarantees may be suspended and related compensation claims refused.

Items sent overseasClaims for compensation for loss/damage will not be accepted where the goods shipped are prohibited by the country of destination.

For some international destinations there is no compensation payable for any service. The countries to which this restriction applies can vary, so please check parcelforce.com/countries or ask at the counter for the latest information.

Collectable itemsItems which have appreciated in value either due to their scarcity or due to their being out of production are not excluded from cover. However, any loss of, or damage to any collectable shall be limited to the actual price paid for the collectable and shall not exceed Parcelforce Worldwide’s stated limits of compensation as set out in the compensation table, subject to the customer providing satisfactory written or printed evidence.

Refunds for late deliveryWhere there is a guaranteed* delivery service, you may claim a refund of the whole or a proportionate part of the consignment charges if your consignment does not arrive at its destination within the specified guaranteed* delivery time that you choose. Refunds for delay on consignments where there is more than one parcel are paid on a pro-rata basis. Indirect or consequential loss (including any labour costs), however caused, is not covered.

express9, express10, expressAMWith these services we’ll refund 100% of the consignment charges if delivered later than the stated delivery time.

express24 With this service we’ll refund 50% of the consignment charges if not delivered on the stated delivery day.

express48 With this service we’ll refund 25% of the consignment charges if not delivered on or before the stated delivery day.

globalexpress and irelandexpressWith these services we’ll refund 100% of the consignment charges if not delivered on or before the stated delivery day.

globalpriorityWith this service we’ll refund 25% of the consignment charges if not delivered on or before the stated delivery day.

globalvalue and globaleconomyNo refund is payable for late delivery on these services.

When our delivery speed guarantee does not applyWe may, from time to time, suspend guarantees from any of the compensation arrangements due to circumstances beyond our control. The customer is not entitled to a refund for late delivery in any of the following circumstances.When:• Where it is shown that delivery was attempted within the

service times• Where parcel(s) are returned to the sender after attempting to

deliver to the recipient. This includes the cost of postage• The consignment is held up in a customs clearance process• Documentation or address is incomplete or incorrect • The consignment is seized by a customs or governmental authority or

by any regulatory agencies• The consignment is not in compliance with the terms and conditions –

and as a result the consignment is not accepted by the international transportation service we have selected

• The consignment requires collection by the recipient• The consignment is addressed to a PO Box on any UK service and

for some selected destinations on our international services – please ask at your local Post Office® branch for details

• An item is sent directly to a local post office overseas • The consignment has not been packed adequately • The consignment contains prohibited goods or restricted goods

(where you do not comply with the relevant terms and conditions) • The consignment includes parcels which are in breach of sanctions• The consignment does not have a full address, zip code and

telephone number for the shipper and recipient or does not have all relevant customs packs and labels on

• Any computer system is affected directly or indirectly by any virus

Please refer to parcelforce.com for up to date information on any changes to service guarantees.

23

Although correct as at 31st March 2014, Parcelforce Worldwide prices, compensation, destinations and other conditions are subject to revision from time to time, and services may be added or deleted. All prices included in this guide are inclusive of VAT at the appropriate rate.

Parcelforce Worldwide, Parcelforce and the Parcelforce Worldwide globe logo are registered trade marks of Royal Mail Group Ltd. Parcelforce Worldwide and Parce lforce are trading names of Royal Mail Group Ltd. Registered Number 4138203. Registered in England and Wales. Registered office: 100 Victoria Embankment, London, EC4Y 0HQ. Post Office and the Post Office logo are registered trade marks of Post Office Limited.

© Royal Mail Group Ltd 2014. VAT registration number GB 243 1700 02. All rights reserved.

Parcelforce Worldwide is a GLS network partner.

PW

0S11

How to contact us • Go to parcelforce.com• For Parcelforce Worldwide prices and services call 03448 00 44 66*• To find your nearest Post Office® branch call 03457 22 33 44*

If you would like a free copy of this guide in an alternative format (large print) please call us on 03448 00 44 66*. Textphone is available on 08000 85 58 54. * Calls may be monitored and recorded for training purposes. Local call rates apply. Call costs may vary depending on your service provider.

Documents

Our UK and international parcel services and prices ... Guide 2014.pdf · and price with guaranteed* delivery. So whether it’s an overnight parcel to New York or a package to Australia