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.
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.
A: Labels are manually reviewed to ensure we provide the best possible customer service, 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.
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 £10.00 + 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.
A: We can offer additional insurance cover on services throughout the UK and Worldwide, that are booked with any of our services. We can insure items of high value, such as laptops, computers, musical instruments and electrical equipment. We cannot insure perfumes, paints, or liquids.
A: On our standard services, we can only collect and deliver during working days. Please contact us if you would like delivery on a weekend. We cannot collect on a weekend.
A: Please contact us by email ASAP with any address errors.
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 £10.00 + VAT administration charge will be deducted from your refund. This is what we are charged by the carriers.
A: We cannot deliver to PO box or BFPO/AFPO addresses, a full street address is required.
A: Your package will be collected on the date you specified between 0800 and 1800.
A: Our Send Parcel Tool will allow consignments to be shipped from abroad back to the UK. Please contact us by email if your desired country is not displayed.
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.
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.
A: For any items other than documents outside of the United Kingdom, they are not required inside the UK, Isle of Man or Channel Islands. These are provided free of charge for you.
A: Yes, as you will be required to print off the parcel labels, and attach them to your parcel(s).
A: You can track your parcel(s) via our Tracking page, using the tracking number contained on your parcel label.
A: In order to offer you such low prices on parcel delivery, bookings are required to be made online.
A: No you do not require an account to use our services.
Yes, you can, although more information is now required when sending a parcel to the EU. Visit our Brexit page to find out more.
A: If you are a Limited Company sending more than 20 parcels per week, we may be able to offer you account facilities, subject to status.
A: Generally by midday, although we may be able to collect later, depending on your postcode.
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 £10.00 + VAT administration charge.
A: Your item must be securely boxed or enclosed in an envelope or Jiffy bag.
A: Please email firstname.lastname@example.org 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 email@example.com