Frequently Asked Questions

Q: Can the driver call me before he arrives?
A: The drivers cannot call you before they arrive, or when they arrive. Most companies have strict health and safety policies that prevent the drivers from carrying, or using mobile phones.

Q: I am not going to be home, can the driver collect/deliver from/to my unlocked porch/house/garage/shed/car etc?
A: We are not able to enter any unattended premises or vehicles to collect or deliver, the consignment must be handed over to a person. You may have a package delivered to a neighbour though.

Q: I have booked online, but not received my parcel labels.
A: Labels are currently produced manually and are sent between 08:30 – 17:30 on working days only. If you book in the evening, you will receive your labels the following working morning. If you book over a weekend, you will receive your labels the next working morning.

Q: I missed my collection.
A: Should a collection fail to be made that is due to no fault of us or our courier partners you will need to contact us by email to arrange another collection. there will be a £15.00 + VAT surcharge for each additional collection, so please ensure that someone will be available on the day of collection. Please read our terms and conditions for further information.

Q: Do you offer parcel insurance?
A: We can only offer additional insurance cover on services throughout the UK, that are booked with UPS and APC. We cannot insure International deliveries.

Q: Can you collect or delivery my parcel over a weekend?
A: On our standard services, we can only collect and deliver during working days. Please contact us if you would like deliver on a weekend. We cannot collect on a weekend.

Q: I have entered the wrong address details, how do I change this?
A: Please contact us by email ASAP with any address errors.

Q: Will I get charged if I cancel my order?
A: If you cancel your booking by email before 17:30, the day before collection is due, there is no charge and a full refund will be issued. If it is cancelled on the day of collection, a £15.00 + VAT administration charge will be deducted from your refund. This is what we are charged by the carriers.

Q: Can I send to a PO Box address?
A: We cannot deliver to PO box addresses, a full street address is required.

Q: Can I specify a morning or afternoon collection time?
A: Your package will be collected from the time of booking up to 6pm.

Q: Can you deliver parcels to the UK from abroad?
A: We can arrange great import rates. Please contact us by email for a competitive quote.

Q: How should I describe the parcel(s)?
A: The simple answer is to be as descriptive as possible. Never put 'gift' or 'goods' as this will delay the item in customs whilst they classify exactly what the item is.

Q: What value do I place on the parcel(s)?
A: The value entered must be for the replacement value of the goods, therefore there should never be a need to put a nil value. The Value of any goods sent must be able to be proven in the shape of a purchase receipt in the event of a claim. An accurate description and reason for export must be entered on the customs invoice. If customs find different items than declared or an incorrect reason for export stated (such as gift when actually purchased) then a surcharge could be applied or the shipment returned.

Q: When do I need to supply a Commercial Invoice?
A: For any items other than documents outside the EEC, they are not required inside the EEC. To download a blank Commercial Invoice follow this link: Commercial Invoice.

Q: Do I need a printer to use your services?
A: Yes, as you will be required to print off the parcel labels, and attach them to your parcel(s).

Q: How do I track my parcel?
A: You can track your parcel(s) via our Tracking page, using the tracking number contained on your parcel label.

Q: Can I book by phone?
A: In order to offer you such low prices, bookings are required to be made online.

Q: Do I need to have an account?
A: No you do not require an account to use our services.

Q: Do you offer credit accounts?
A: If you are a Limited Company sending more than 50 parcels per week, we may be able to offer you account facilities, subject to status.

Q: Up to what time can I book for collection today?
A: Generally by midday, although we may be able to collect later, depending on your postcode.

Q: What happens if I do not know the size and weight of my parcel?
A: You must have the exact weight and size of the package. Misdeclaring the weight and/or size may result in additional charges, plus a £15.00 + VAT administration charge.

Q: Do I need to pack my item?
A: Your item must be securely boxed or enclosed in an envelope or Jiffy bag.

Q: I made a mistake on my booking, how do I change this?
A: Please email and we'll confirm if it is possible to amend the booking.

Should you have any further questions, please do not hesitate to contact one of the Overland Express customer services team on +44 (0) 20 8977 2777 or Email us at


Registered Address

Overland Express 
Ash House
8 Second Cross Road • Twickenham
Middlesex • TW2 5RF


VAT Number GB 193 199 863 • Copyright © 2020 Overland Express • All rights reserved