Terms and Conditions

What you need to know...

As a customer/user of this website (we will refer to the customer as "you/your"), you acknowledge that any use of this website or the services we offer, including any transactions you make, is subject to our terms and conditions below.

Obligation to You - The Customer.

• PostageSupermarket will arrange delivery of the consignment/s through a third-party collection service with a reputable carrier as chosen by you at the time of ordering.
• PostageSupermarket  does not come into direct contact with the consignment/s but will arrange carriage through one of the carriers that we hold accounts with. 
• PostageSupermarket cannot be held liable for any damage or loss of a consignment. 
• Please ensure the correct parcel is given to the correct collecting agent that you have chosen at the time of ordering.
• The carrier and PostageSupermarket have the right to refuse any consignment for any given reason, such as insufficient packaging or the consignment being oversized. 
  • In addition to this, PostageSupermarket reserves the right to refuse any order or customer from our ordering system.
• All inquiries and claims must be directed through PostageSupermarket, the relevant courier will then be contacted on your behalf.
  • If the courier/carrier is contacted directly by you, PostageSupermarket may not be able to help you with your inquiry or claim at a later date.
• PostageSupermarket offers door-to-door services from the majority of its carriers, however, this is not guaranteed.
  • We do advise that you check the zip codes on international shipments as there are exceptions in some countries.
• All signed for services require a signature before the parcel is released by the delivering courier.
• PostageSupermarket will book your collection as requested by you in your order. 
  • If your collection fails, you must contact PostageSupermarket who will arrange an alternative collection as soon as possible.
• If a consignment is returned, a return charge will be applied.
• The carriers that PostageSupermarket use can only deliver to a full street address. 
• P.O Box, Packstations and Postfiliales addresses cannot be delivered to. 
  • If a consignment is returned for this reason, no refund will be given.
• PostageSupermarket requires a telephone number for the recipient who may be called in the event of an address query.  
• Please be aware that for international shipments, a local phone number is needed, the carrier will not call a UK number on international shipments. 
• PostageSupermarket will not re-send any returned consignment if the receiver's correct contact number has not been provided.
• All prices quoted on this website are in pounds sterling.
• PostageSupermarket will process payment security checks on some transactions and values.
• Any collection service can be cancelled, however if 24 working hours notice is not given, a failed collection charge may be incurred.
• All refunds will usually be processed within 14 working days.
• Your order will be confirmed by email, and any cancellation of an order will be confirmed in writing.
• Tracking of your parcel is available on the carrier's own website. 
  • Details of this will be sent in your order confirmation email. 
  • If the driver has used a different tracking number than expected, you will be able to track using the number left at the time of collection.
• If you require a hard copy of the proof of delivery, PostageSupermarket can obtain this for you for a fee of £5.00. 
  • The proof of delivery is only kept for up to three months after delivery.  

Prohibited Items.

• Please check that the items you wish to ship are not on our prohibited list before placing your order. 
• Items that are prohibited are listed as such and CAN NOT be sent through our carriers.
  Examples of this are wooden products travelling to the USA or car parts to the Republic of Ireland.
• If a prohibited item is sent, and is found to be prohibited after the collection there will be no refund. 
  • In addition, you will be liable for any damages caused to other shipments in transit, or property resulting from shipping the prohibited item.
• If you purchase Extra Cover on prohibited items, the cover is invalidated with no refund.
• PostageSupermarket has a check box that must be ticked to state your shipment does not contain prohibited items, and that you have read the terms and conditions of carriage. 
  • If this box is not ticked, your order will not be processed.
• Hazardous and Dangerous goods are strictly prohibited from our services. 
  • Failure to declare Dangerous goods can lead to prosecution where unlimited fines and imprisonment are possible.  

Collections and Deliveries.

• PostageSupermarket will book the collection as per your request. 
• The collection may happen between 8 am and 6 pm on the day that you requested at the time of ordering. 
• In the rare event that the courier cannot make the collection, please advise us in order for us to rebook the collection with the courier.
• Please note that we cannot specify a morning or afternoon collection. 
• Please note that your collection day is not guaranteed on any services.
• The collection may happen between 8 am and 6 pm on the day that you requested at the time of ordering.  In the rare event that the courier cannot make the collection, we will re-book within 24 hours as long as you are available.
• Your collection can be made up until 6 pm on the working day that you requested at the time of ordering.
• It is your responsibility to hand the parcel to the courier. 
• Deliveries will be made until 7 pm, although please check as each carrier has different delivery specifications in different countries.
• For collections from large sites, such as universities and hotels, the goods must be at the main reception awaiting collection from the courier.
• Please note that we cannot mail to any PO box address or army addresses such as BFPO or APO addresses through any of our services.
• All services offered are door to door although this is not guaranteed.  It is advised to check the zipcode before sending international shipments in case of exclusions.
• Collections and deliveries are made on working days only.  Saturday collections/deliveries are available on request but are not guaranteed.  Refund of the Saturday surcharge will be applied if the delivery is not made on the relevant Saturday, or if the collection fails on the relevant Saturday
• Please ensure you are in on the collection day that you requested.  A surcharge of £10.00 will be applied if you are out when the driver tries to collect, or if the parcel is unavailable for the courier to collect.
• Please be advised that if you require a collection to be cancelled, 24 working hours notice must be given, otherwise a failed collection charge may still be incurred.
• A receipt must always be obtained on collection of your consignment. 
• No claim can be made if a collection receipt has not been obtained as there is no proof that the carrier has collected from you. 
  • In such a case, a full refund will be given as there is no proof of service taking place.
• Some services require a barcode label/Air Way Bill to be printed out and attached to the parcel. 
  • Manual paperwork must not be used or the carrier will bill you directly as the sender instead of billing your shipment to our account. 
  • If you use manual paperwork obtained from the driver, you will have to pay a surcharge of £15.00 plus VAT to have your shipment moved back onto our account. 
  • If the surcharge is not paid, then your order will be cancelled and the courier must be paid the full tariff price for your shipment.
  • On the rare occasion that the driver does need to use a manual docket, postagesupermarket will inform you of this before your collection. 
  • It is then your responsibility to ensure all the address and contact details are correct on the docket. 
  • You must also check that the correct docket has been applied to the correct consignment in all instances. 
  • No claim or refund will be held if the shipment is sent and is later found to have incorrect details, or the incorrect details have been placed on the shipment. 
  • It is not the responsibility of the driver to check these details, it is your responsibility.
• If a time-sensitive delivery, such as pre 10 am, is not delivered in the guaranteed time frame, any refund will consist of the difference between the cost of the standard delivery of your shipment, and the cost of the time-sensitive delivery of your shipment.
  • This refund will only be honoured if your consignment did not suffer a customs delay, a remote area delivery, incorrect address details supplied or if the carrier attempted a delivery within the time-sensitive window.
  • Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland and all Offshore Islands may be subject to a 24-48 hour delay with all services.  Please check before sending.
• Shipments to and from remote areas domestically and internationally on all services may be subject to delay. 
  • Please check the address with us before sending for advised transit times.
  • Please note that time-sensitive orders will only be guaranteed  when your shipment has been collected. 
  • If the collection fails for any reason, the customer will need to advise us in order for us to rebook this with the courier.
• Transit times must be checked before delivery, the services we offer are non-guaranteed unless stated otherwise and on non-guaranteed deliveries these times are not guaranteed. 
• Guaranteed transit times become non-guaranteed if your shipment is sent to a remote area. 
• Please check all address details with us before sending on a guaranteed service to make sure we can guarantee your shipment. 
• There will be no refund if your shipment is sent on a guaranteed service and later found to be going to a remote area.
• A commercial invoice must be generated for all consignments being delivered outside of the European Union or to or from the Canary Islands, for both private and commercial shipments.
  • You will be guided online to create a commercial invoice if this applies to your consignment. 
  • Five copies must be given to the driver on collection. You will be able to track your consignments in the tracking section of our website. 
• The documentation that is provided at the collection of your consignment will contain your tracking number, for the courier's website chosen during the booking process.
• Some of our services are subject to a redelivery charge. 
  • This is detailed in the surcharges section.
  • Please note that we cannot mail to any PO box address or BFPO address through any of our services.
• Your individual parcels should not be strapped together in any way. 
  • This is not a secure way for your parcels to travel through the courier network. 
  • No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit.
• Please note that any item going through any of our services must be able to withstand a short drop. 
• Fragile items should not be sent through our services. 
• Please see our packaging guidelines and the prohibited list in addition.

Drop Off Services

Where a parcel drop off service is booked, i.e dropping your parcel at a local Drop Off Point, the following conditions will apply to your booking.

• If an order is booked and paid for, and then you need to cancel or amend the booking, refunds will be made within 28 WORKING days of the booking being made. 
  • This is at the discretion of Postagesupermarket to ensure the docket that we have supplied you has not been used. 
  • If the docket that we have supplied you is used AFTER we have issued a refund we reserve the right to repeat the payment on your booking. 
  • We will give you 7 days prior notice before we debit any funds from your card unless you give us permission to take funds before this timeframe.
• When booking any drop off service it is your responsibility to hand the parcel to the courier. 
• A collection will not be booked, and the courier will not collect from you. 
• Delivery times are only a guideline on all Drop Off Services. 
• The delivery times will not come into effect until the courier has collected the consignment from the Drop Off Point where you dropped it off. 
• If you are in a remote area the courier may only collect from your local Drop Off Point once a week. 
  • It is your responsibility to check this before leaving your consignment.

Collect Plus Deliveries.

• When sending using a Collect Plus Non POD service (no delivery signature required), all goods are considered delivered once the goods have a delivery scan. 
• Transit cover is only applicable up until the point that the delivery scan appears on the Collect Plus System. 
• There can be no loss claims if there is a delivery scan.

Failed Collections

• If there is a failed collection  - i.e. your parcels are not ready, you are not home, or in the goods are not in the correct place to be collected then there will be a surcharge of £10 applied.
• Please be advised that if you require a collection to be cancelled, 24 working hours notice must be given, otherwise, a failed collection charge may still be incurred.

Customs Clearance.

• You are pre-paying for the postage charges of your consignment/s only. 
• PostageSupermarket has no control over any customs queries, delays, or charges that may arise. 
• If there are any customs charges, these must be paid in addition by the sender or receiver before the delivery is made. 
• Any parcels that are returned due to being rejected by customs or not cleared through customs will receive no refund, and additional charges may be incurred.
• PostageSuperarket reserve the right to pass these charges directly onto the person who made the order relating to the consignment that has the charges on it. 
• If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on to you.
• Consignment/s that exceeds the value of £4,699 may be delayed as they will require further documentation for customs clearance.   

Surcharges.

• By entering the weight and dimensions of your consignment/s you are pre-paying for the postage. 
• Your consignment/s will be scanned and weighed by the courier that you choose at the time of ordering. 
  • If it is deemed that your consignment/s are heavier or larger than you declared at the time of ordering, the extra charges will be charged to the card used at the time of ordering. 
  • In addition to this, the card will be charged a surcharge of £15.00 plus VAT. 
  • All additional charges will be confirmed in writing.
  • If you wish to query these charges, the courier will require photographic evidence of the parcel with the barcode labels on, next to a tape measure, or on a set of scales. Unfortunately without this, we are unable to query any charges with the courier.
• Please ensure you are in on the collection day requested at the time of booking.  A surcharge of £10.00 will be applied if you are out when the driver tries to collect.
• Transit times must be checked for the service ordered. 
• On some services there will be a surcharge if a redelivery is needed.
• Saturday delivery surcharge may be available on request, depending upon the courier chosen during the booking process. 
  • This charge may vary depending on which service you choose.
• Some areas will be subject to a remote area surcharge. 
  • This will be calculated in the quoting system at the time of ordering, if the correct delivery country is selected at the time of booking.
  • If the wrong country is selected at the time of booking there will be a £20 admin fee, plus the correct amount will be debited from your card.
• You are pre-paying for the shipping charges only. 
  • Any customs charges will be passed on, in addition, should they arise. 
  • Please see the customs clearance section.
• Manual dockets must not be obtained by you from any driver. 
  • If you send your consignment on a manual docket, the carrier will bill you directly at the full tariff price instead of billing our account. 
  • You will be charged a £15.00 plus VAT surcharge to move the charges back to our account.
• Some of our services are subject to a redelivery charge. 
  • This may vary according to which service you have chosen at the time of ordering.   

Late Delivery Claims.

• Any item that is sent on a guaranteed delivery service and arrives after the guaranteed delivery time may be partially refunded. 
• Certain exclusions apply, see below.
  • A consignment will only be considered late if it is sent on a guaranteed service to a guaranteed area and exceeds the guaranteed delivery date.
  • We may need to supply you with some documentation for some time-sensitive deliveries.  You will be advised of this at the time of ordering. 
  • If this documentation does not travel with your consignment, your consignment will not be considered late, even if on a guaranteed service.
  • Guaranteed services are guaranteed to most areas. 
  • It is your responsibility to check with us that the area you are sending to is a guaranteed area.  
  • There will be no refund for your consignment being late if your consignment has been held in customs, the address details were incorrect, or if there was an attempted delivery within the guaranteed time frame.
  • All guaranteed services only guarantee a delivery time once your parcel has been collected, NOT from the time of ordering.  
  • No refund will be given in the event of a failed collection.
  • You must inform us of any late claim within 10 days of the delivery date of your consignment for any claim to be processed.   

Exclusions

• A consignment will only be considered late if it is sent on a guaranteed service to a guaranteed area and exceeds the guaranteed delivery date.
• We may need to supply you with some documentation for some time sensitive deliveries. You will be advised of this at the time of ordering.
• If this documentation does not travel with your consignment, your consignment will not be considered late, even on a guaranteed service.
• Guaranteed services are guaranteed to most areas. It is your responsibility to check with us that the area you are sending to is a guaranteed area.
• A refund will only be made if your consignment was sent on a guaranteed service to a guaranteed area.
• There will be no refund for your consignment being late if your consignment has been held in customs, the address details were incorrect or if thee as an attempted delivery within the guaranteed time frame.
• All guaranteed services only guarantee a delivery time frame once your parcel has been collected, not from the time of ordering.
• No refund will be given in the event of a failed collection.
• You must inform us of any late claim within 24hours of delivery date of your consignment for any claim to be processed.

Damage or Loss Claims.

• The maximum claim value is the transit cover that is chosen at the time of ordering.
• The majority of our services include a limited £50.00 transit cover against loss or damage, except DHL UK who do not offer any cover for loss or damage. 
• Extra Cover can be added during the ordering process up to a maximum consignment value £2500.00. 
• Any item/s sent with a value more than £2500.00 is sent at your own risk.
• Any enhanced cover selected replaces the inclusive cover.
• The claim will be paid to the sender only, using the details entered at the time of ordering. 
• In order for a claim to be processed by the courier, the original cost invoice must match the declared contents description and value entered during the booking process.
• Please ensure that the correct name or company name is entered at the time of ordering as we will charge £10.00 to re issue a cheque.
• In the event of any claim a cost invoice will be needed to prove the value of the consignments.
• In the event of damage to your consignment, all of the packaging must be kept for inspection by the carrier. 
• Your consignment must be available for inspection in the state that it was delivered and at the address it was delivered to. 
• If the consignment is moved, repaired or the packaging is not kept, your claim will be void. 
• Photographs of the damaged consignment must be provided to start any damage claim.
• If your consignment is damaged in transit but can be repaired, you must supply cost estimates for the repair. 
• If your consignment/s cannot be repaired, we need it confirmed in writing from a specialist that this is the case before your claim can be considered.
• In the event that a claim is approved and repair costs are paid, there will be no refund on any postage costs. 
• Postage costs are only refunded on approved claims where the full value of the goods have been paid.
• A lost claim can only be processed once the carrier has made extensive searches and declares your consignment lost.
• In the event of damage or loss, the receiver may be required to complete paperwork from the courier, in order for the claim to be processed.
• Any claim must be raised through PostageSupermarket within 24 hours of the delivery in the case of delay or damage, 5 working days in the case of loss for a UK delivery and 28 days from dispatch in case of loss or lack of tracking information for an international delivery.
• Claims can only be contested within a period of 12 weeks from the date of dispatch as the carrier only holds records for this period of time.
• PostageSupermarket aims to resolve all claims within 28 working days, however some couriers claims will take longer.
• Exclusions
  • A receipt must always be obtained on collection of your consignment. 
  • No claim can be made if a collection receipt has not been obtained as there will be no proof of postage.
  • Your consignment must be packed to a professional standard, packed with a double walled cardboard box with its contents cushioned and protected inside. 
  • The packaging must also be sufficient to protect the products weight. 
  • Any consignment that is found to have packaging not up to a professional standard will not be eligible for ANY claim.
  • In addition, you will be liable for any other consignments that become damaged as a result of your inadequately packaged goods.
  • Prohibited goods, items not boxed or insufficiently packed are excluded from our services and will be subject to delay or return. 
  • Such goods will be discarded if they are very badly damaged, such as smashed glass. 
  • Our carriers may discover that the goods you are sending are prohibited after they have collected them. 
    • In this instance they will hold your goods at your local depot and arrange for you to COLLECT them. 
    • If you have not collected them by a given date, they will either destroy the consignment, or charge you directly for storage fees. 
    • No claim for loss or damage can be made on a prohibited item or an inadequately packaged item. 
    • Therefore, any items sent of this nature are sent at YOUR own risk.
    • Hazardous and dangerous goods do not qualify for any claim as they are strictly forbidden from our services. 
    • Failure to declare dangerous goods can lead to prosecution where unlimited fines and imprisonment is possible.
  • The maximum claim value on each consignment is £50.00 unless enhanced transit cover is taken at the time of ordering.
  • PostageSupermarket operates an automated ordering system. If you choose to purchase additional transit cover on a prohibited item the cover is invalidated and no claim can be submitted.
  • Please be aware that any item travelling through our courier network must be able to withstand a short fall. 
  • Fragile items must not be sent through our services. 
  • Any item damaged as a result of a short fall but with the packaging intact will be declined.  
  • If the outside packaging is intact, and you are claiming for damage to the product inside, the claim will be invalidated as the internal packaging would not have been sufficient to protect the product.
  • Please be aware that if your goods arrive damaged they must be signed for as 'damaged'. 
  • If your goods are signed for in good condition, there will be no claim on any of our services. 
  • If you are unable to check while the driver is there, please sign for as 'unchecked'.
  • No claim can be made for a consignment that has been requested to be returned to you but then delivered to the receiver. 
  • We cannot guarantee to stop any consignment once you have had the collection, although we will try for you.
  • We are unable to offer any extra cover to the following countries.  Afghanistan, Angola, Cuba, Eritrea, Ethiopia, Iran, Iraq, Kyrgyzstan, Liberia, Myanmar, Nigeria, North Korea, Rwanda, Russia, Sierra Leone, Somalia, Sudan, Syria, Tajikistan, Turkmenistan, Uzbekistan and Zimbawbe and any other country where their local legislation decrees extra cover must be effected locally. 
  • PostageSupermarket reserves the right to amend the list of uncoverable countries at any time.  

Liability.

• You are responsible for the information entered at the time of ordering. 
• Postagesupermarket will not be held responsible for wrong information that is entered at the time of placing the order, or for any delay caused by this. 
  • No refunds will be given in this instance.
• On the rare occasion that the collecting driver has to use a manual docket for your delivery, it is your responsibility to make sure all of the details are correct on the docket. 
  • This is not the responsibility of the driver. 
  • If a manual docket needs to be used, you will be told prior to your collection, and instructions on how to fill in the docket in the correct manner will be given by PostageSupermarket.
• You will be liable for any damage to other shipments or property resulting in your consignment being on our prohibited list, or being insufficiently packaged.
• You are pre-paying for the postage charges and PostageSupermarket applies these charges on your behalf to our account with the relevant carrier. 
• PostageSupermarket is not liable for any customs charges that may arise. 
  • In this instance, these charges will be passed to you.
• Liability is limited to the negligence of the company carrying the goods. 
• Such liability is further limited to the direct loss suffered by the customer who placed the order with PostageSupermarket only, to the covered maximum, not the receiver of the goods.
• PostageSupermarket will accept no liability for prohibited or restricted items sent through our courier network that are subsequently damaged or lost. 
• No claim can be made on any prohibited or restricted items as they are excluded from all our services and are sent at your own risk.
• You will tick a box at the time of ordering to confirm that you have read our prohibited items list and our terms and conditions. Your order will not be processed if the box is not ticked.
• Loss or damage under the following conditions will not be covered: Acts of God, Consequences of War, Insufficient Packaging/Incorrect labelling Prohibited Item
• PostageSupermarket will deal with the person that placed the order only.
• Liability is also limited to the cost of sending the item only and to the covered value of the consignment if a claim is raised. 
• We will not be liable for any claim for loss of profit, use, breach of contract, loss of revenue, administrative inconvenience, disappointment, or indirect, incidental, financial or consequential loss, or damage arising out of, or in relation to, the service you ordered.
• Total liability to you in all respects, and for any type of loss or damage howsoever arising will be limited to £50.00 per consignment unless you have purchased additional Extra Cover through PostageSupermarket where the limit of liability will be the amount cover purchased at the time of ordering.
• Nothing in this Agreement shall be deemed to limit or exclude PostageSupermarket's liability for fraud or for death or personal injury caused by PostageSupermarket's negligence or to the extent otherwise not permitted by law. You will indemnify postagesupermarket in respect of all claim demands, liabilities, costs, or expenses incurred by PostageSupermarket or PostageSupermarket's employees,agents or sub-contractors in relation to any claims by third parties arising in connection with this agreement, or as a result of PostageSupermarket providing services which are in excess of the liability of PostageSupermarket under this agreement.  

Severability.

• 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 other contract between us shall be governed by PostageSupermarket 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 remains unaffected. 
• The Contracts (Rights of third parties) Act 1999 shall not apply to this agreement.  

Complaints.

• We aim to provide outstanding customer service. 
• If you have any complaint about the service you have received from PostageSupermarket, please contact us using the contact us page.    

Privacy Policy.

• We are committed to protecting your privacy, for further details please visit our Privacy Policy Page.