If your question is not answered or you need further information ask us at sales@paysend.co.uk



Will they collect today?

No All bookings made today will be collected next business day.

Can you tell me what time they will collect?

All Collections and Deliveries are between  9.00 AM to 6.00PM

No specific time can be given as it depends on many factors like traffic, workload etc.

If you like a collection after 2.00pm this has to be specifically requested.

Can they give me a call before they come?

NO This  is not possible.

What if they don't collect?

We do miss 3-4 collections out of 100 every day due to various reasons.

If your collection has not taken place please email us with collection reference number and we will follow it up and re-book it for collection for the next business day.

When will it be delivered?

All deliveries are normally on the following business day.

However if you have not received your delivery then email us with the parcel number and we will track it for you.

Do you provide service to N. Ireland, Isle of Man, Channel Islands, Scottish Highlands and Islands?

Yes these are regarded as Offshore postcodes and charged at offshore rates.

What if my parcel is more than 25KG?

We will take up to 999KG. Weights over 25KG is charged at higher rates refer to RatesPage

We can now  move  pallets for larger loads. Ask for a quote.

Do you cover Europe?

Yes we can provide service to Europe and most parts of the World.

How will I know when its delivered?

All parcels can be tracked from collection to delivery on the website

Who carries your parcels?

All parcels are carried and insured by either DHL,  Parceline, TNT or UPS. The carrier depends on the service required and collection and delivery locations.

Can we track our parcels?

All national carriers we use have web sites where you can track your parcels from time of collection to delivery.

What is the insurance cover?

All parcels are covered up to 100.00 of insurance. Extra insurance can be purchased at 5.00 per 100.00 of additional cover. No cover is available for any loss for glass or liquids. These are carried at client's risk.

What size parcels will you take?

For standard rate parcel service none of the measurements of the parcel should exceed 1.0M. and 25KG in weight and the volume should not be greater than 100,000 cubic centimeters.

What are the charges for heavier parcels.

Charges for heavier parcels are on the RatesPage.

What are the charges for oversize parcels.

Where any of the lengths is 1.0 -1.5M a surcharge of 10.00

Where any of the lengths is 1.5 -2.0M a surcharge of 20.00

Where any of the lengths is 2.0 -2.5M a surcharge of 30.00

Why do you need a delivery telephone number

We ask for this information incase of a failed delivery or no reply or to rearrange delivery, it cannot be done without contacting the recipient. A returned parcel incurs a Returns Fee of 10.00

Can I change the collection date after it has been booked.

Yes you can however there is an amendment Fee of  5.00.

What if they come to collect and I am not there?

Parcels will not be collected without a signature.

Unattended parcels will not be collected.

For UK parcels:              You have to re-book it and there is a re-booking fee of  10.00

For International parcels: You have to re-book it and there is a re-booking fee of  25.00

What if they come to collect and I don't want to send the parcel or the parcel is not ready or I want to send it another day.

For UK parcels:              There is a charge of   10.00

For International parcels: There is a charge of  25.00

Can I change the collection Address after it has been booked.

Yes you can however there is an amendment Fee of  5.00.

Can I book on the the telephone?

Can I make payments on account?

Bookings made on the telephone or on account  incur an additional fee of  1.99. for national parcels and 5.00 for international parcels.

Please  call our telesales on 0871 855 3811.

Do I sign for my goods if they are damaged?

If the goods are damaged, Please accept the goods and sign for them and make a note on the paper work you sign that the goods are damaged.


If you sign for the goods in 'good condition' you will not be able to make any claim for damages.

Do I need to keep the packaging?

If If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging.
If the packaging is not kept this could invalidate your claim.

Who can start a claim?

Only the person that placed the order can start a claim and only the person who placed the order will be paid out.

How much time do I have to submit a loss or damage claim?

All claims must be received within 14 days of the date of booking. We will not be able to process claims received after this date.

How long will my claim take? It varies depending on the courier service used from 8-12 weeks.

What compensation do I get if my package is not collected on time?

None of the major carriers guarantee their collections. If a service is guaranteed for next day delivery, this guarantee will only apply once the package has been collected.
Therefore we are unable to provide compensation for failed collections.
Will Paysend contact me if my collection fails? We are a courier broker and therefore not the collecting agent. We have very few issues with collection, but if the collection does not take place you will need to contact us so that we are aware and can arrange a recollection.

What is the volumetric weight and how do you work it out.


Large items with a light overall weight can be charged according to the space they take up on Vehicle.

In these cases, Volumetric Weight, or dimensional (Dim) weight, is used to calculate the shipment cost.

It is recommended that you calculate the Volumetric Weight for every shipment that you send, then compare this to its actual weight.

The greater weight of the two is used to work out the price that we charge you.

Length x Width x Height in centimeters / 4000 = Volumetric Weight in kilograms

Alternatively, please feel free to use our quick calculator on the send receive page.


What happens to undelivered parcels?

When the delivery fails at the first attempt a 'no reply card' is dropped at the address. Two more attempts are made during the period of the next 14 days and a card is left each time.

Telephone contact is tried during this period to arrange suitable delivery time.

The card dropped through the letter box advising 'unable to deliver' and requesting them to contact to arrange a suitable time to deliver or to make arrangements to collect the parcel.

If all fails after two weeks the sender is contacted for further instructions and advised of  failed attempts.

A returns charge is levied which is 1.5 times original carriage paid to bring the parcel back..

If the parcel needs to be sent back again it will have to be booked as a new order.