Standard Terms of Sale

Wherever a word is given a capital letter (for example ‘Agreement’ or ‘Consignment’), you should look at the Definitions section immediately below for a full explanation of what these words mean.

1.0 Definitions

In these Terms and Conditions, where the following terms are used, they shall have the following meanings:

2.0 Our Services

2.1 Service orders and pricing

Details of the services we offer and the prices payable will be shown to you before you place an order. This information will be summarised in your order confirmation (the “Service Order”), which will be displayed during checkout and confirmed by email once we accept your order.

Each Service Order will include:

• the services to be provided; and

• the fees payable for those services.

2.2 Changes to services

We may make reasonable changes to a Service Order where this is necessary to:

• comply with law or safety requirements;

• deal with issues caused by your actions or omissions; or

• make changes that do not materially affect the nature or quality of the services.

We will notify you of any such changes where appropriate.

2.3 Changes requested by you

If you wish to change a Service Order, you must notify us as soon as possible. Any changes are subject to our agreement.

If we agree to a change, we will confirm any impact on fees or other terms and issue an updated Service Order.

2.4 Order acceptance

Submitting an order does not mean it has been accepted. A contract between you and us is formed only when we confirm acceptance of your order.

2.5 Rejected orders

We may refuse or cancel an order for valid reasons, including where:

• a service is unavailable;

• there is a pricing or booking error;

• we cannot verify required information; or

• the order cannot reasonably be fulfilled.

If we reject an order, we will notify you and refund any amounts paid.

2.6 Standard of service

We will provide our services with reasonable care and skill. If we fail to do so, you may be entitled to have the services repeated or to receive a reasonable price reduction, in accordance with your legal rights.

2.7 Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, including (but not limited to) severe weather, accidents, traffic conditions, strikes, mechanical failures, acts of government, or other similar events.

Where this happens, we will let you know as soon as reasonably possible and take reasonable steps to reduce the impact. If a delay is substantial, you may contact us to end the contract and receive a refund for any services paid for but not received.

2.8 Delays caused by you

We are not responsible for delays or failures caused by your actions or omissions, including incorrect information, insufficient labelling, or failure to comply with these Terms.

Where this occurs, we may:

• notify you of the delay; and

• make reasonable changes to the Service Order, including delivery timings or additional charges where necessary.

3.0 Logistics and Equipment

3.1 Loading and Unloading

We do not provide labour or equipment for loading or unloading consignments, other than the driver attending for collection or delivery.

Where a collection or delivery takes place at your premises, you are responsible for ensuring that any equipment, labour or assistance required for loading or unloading is available.

3.2 Special equipment

If a consignment requires special equipment for loading or unloading, it will only be accepted on the basis that such equipment is available at both the collection and delivery locations.

If the required equipment is not available and we nevertheless agree to assist with loading or unloading, this is done entirely at your risk. In these circumstances:

• we are not responsible for any damage caused during loading or unloading, however caused (including by negligence); and

• you agree to compensate us for any losses, claims or costs arising from our assistance.

4.0 Collection and Delivery

4.1 Delivery attempts

We will normally make one delivery attempt for each consignment during normal working hours.

If delivery cannot be completed at the delivery address, you authorise us to, where appropriate:

• deliver the consignment to a nearby alternative address; or

• leave the consignment in a safe location at or near the delivery address.

Where this happens, we will leave details at the delivery address explaining where the consignment has been left.

A delivery made in this way will be treated as a completed delivery.

4.2 Undelivered consignments

If a consignment cannot be delivered to the delivery address, a nearby address or a safe location, it may be returned to our premises.

We will leave instructions for the recipient to contact us to arrange an alternative delivery. If no alternative delivery is arranged within 7 days, the consignment will be returned to you at your cost. Any return charges must be paid before the consignment is returned.

Return details will be taken from the collection information provided in the service order.

4.3 Damaged or unsafe consignments

If a consignment becomes damaged and, in our reasonable opinion, is unsafe, hazardous or unsuitable for delivery, we may dispose of it immediately.

We will not be liable for any loss resulting from such disposal.

5.0 Sub‑Contractors and Carriers

We may use third‑party carriers or subcontractors to help provide our services.

You agree that we may arrange for another carrier to carry out all or part of the delivery of a consignment. This does not affect our charges to you.

Both we and any third‑party carrier we use are entitled to rely on the exclusions and limitations of liability set out in these Terms in respect of any loss or damage arising from the services.

6.0 Your Obligations

6.1 Co‑operation and information

You must cooperate with us and provide accurate, complete and up‑to‑date information so that we can provide our services.

This includes:

• ensuring all details provided when placing an order are correct and complete;

• cooperating with us in connection with the services;

• providing safe and reasonable access to collection and delivery locations where required;

• ensuring that any premises used for collection or delivery are safe and do not present a health or safety risk; and

• providing any information or materials we reasonably need to perform the services.

6.2 Illegal or unlawful items

You must not use our services to send any item that is illegal or unlawful to carry in the UK, Ireland, Northern Ireland, or any destination involved in the delivery.

If you attempt to send illegal or unlawful items, you agree to compensate us for any losses, damage or costs we incur as a result.

6.3 Prohibited and restricted items

We do not carry items listed on our Prohibited Items list and may refuse any consignment that does not belong to you or is not sent on your behalf.

Unless we have agreed in writing in advance, we will not carry items including (but not limited to):

• live animals;

• liquids or perishable goods;

• gases, pyrotechnics, arms or ammunition;

• corrosive, toxic, flammable, explosive, oxidising or radioactive materials; or

• any other items listed as prohibited.

If such items are sent, we may deal with or dispose of them at our discretion without liability, and you agree to pay any reasonable costs we incur.

6.4 Delivery receipts

A delivery receipt signed at the delivery address will be treated as conclusive evidence that the consignment has been delivered, except where fraud or dishonesty is involved.

6.5 Industrial action

If there is industrial action at a collection or delivery location, our drivers or representatives will not be required to carry out any duties outside their normal role or perform any strike‑breaking activities.

7.0 Termination

7.1 Consumer right to cancel (cooling‑off period)

If you are a consumer and placed your order online or by telephone, you have a legal right to cancel within 14 days of us accepting your order and receive a refund, subject to the conditions below.

7.2 When the right to cancel does not apply

Once our services have been fully completed, you lose your right to cancel, even if the 14‑day cancellation period has not yet expired.

7.3 Services started before cancellation

If you cancel after we have started providing the services, you must pay for the services already provided up to the time you tell us you wish to cancel.

If we are holding a consignment at the time of cancellation, you are responsible for arranging collection or paying our reasonable costs of returning it to you.

7.4 How to cancel

To cancel, please notify us using one of the methods shown on our website, including live chat or our online cancellation form. Please provide your order details so we can process your request promptly. 

7.5 Refunds

Where you are entitled to a refund, we will process it within 14 days of being notified of your cancellation. Refunds will be made using the original payment method and no cancellation fee will be charged.

7.6 Postage labels

If you cancel an order, you must not use any postage or courier label we have issued.

If a label is used after cancellation, you authorise us to charge you for the service using your original payment method.

7.7 Ending the contract (business customers)

If you are a business customer, either you or we may end this agreement:

• by giving one month’s written notice; or

• immediately, by written notice, if the other party commits a material breach or becomes insolvent.

 7.8 What happens when the contract ends

When this agreement ends for any reason:

• all outstanding charges and invoices become immediately payable;

• consignments already paid for and received will continue to be delivered in accordance with these Terms;

• unpaid consignments received but not delivered will be returned to you;

• rights and liabilities that have already arisen are not affected; and

• any terms which are intended to continue after termination will remain in force.

8.0 Liability

8.1 Our Approach to Liability

We provide our services with reasonable skill and care. However, because we act as an intermediary between you and third‑party carriers, and because the value and nature of consignments vary significantly, our liability is limited as set out below.

These limits are reasonable because:

• we do not know the value of your consignment unless you tell us;

• the potential loss could far exceed the price paid for our services;

• it is not commercially viable for us to insure unlimited liability for all consignments; and

• customers are best placed to insure high‑value items.

8.2 Parcel Protection (Optional Insurance)

Our liability for loss or damage is limited unless you choose to purchase Parcel Protection during checkout (where available).

Parcel Protection may cover:

• loss and damage, or

• loss only, depending on the option selected.

Coverage is subject to eligibility, correct packaging, and compliance with these Terms. Items listed as Prohibited Items, No Protection Items, or Loss‑Only Items are excluded or restricted regardless of protection purchased.

If you choose not to purchase Parcel Protection, you accept the risks of doing so.

8.3 When We Are Liable

We are only liable for loss or damage where it is caused by our negligence, breach of duty, or wrongful act, and only:

• in accordance with this clause,

• subject to any applicable international conventions, and

• where a valid claim is made under clause 13 (Claims and Refunds).

8.4 What We Do Not Accept Liability For

Except where liability cannot legally be excluded, we are not liable for:

• incorrect parcel size or weight declarations (over 10% variance);

• packaging damage only;

• repaired items without our prior approval;

• Prohibited Items, No Protection Items, or damage to Loss‑Only Items;

• loss of profits, business, contracts, savings, or goodwill;

• indirect, consequential, or purely economic losses.

8.5 Excepted Risks

We are not liable for loss or damage caused by:

• inadequate or insufficient packaging;

• war, terrorism, civil unrest or similar events;

• nuclear or radioactive risks;

• sonic or aerial pressure waves;

• events beyond our reasonable control (including weather, strikes, congestion, mechanical failure);

• delays or failures caused by your actions, omissions, or incorrect labelling.

8.6 Multiple Packages

Where a consignment contains multiple un‑boxed packages and one becomes separated in transit, no claim can be made once the remaining package is delivered.

8.7 Financial Limits of Liability

8.7.1 No Parcel Protection

Where no Parcel Protection is purchased, our maximum liability is limited to the price paid for our services.

8.7.2 With Parcel Protection

Where Parcel Protection is purchased and applies:

• liability is limited to the lower of:

  • the protection amount purchased; or

  • the actual value of the consignment at the time of loss.

Parcel Protection for loss only does not cover damage.

We do not compensate for “new for old” replacement or VAT on profit.

8.8 Proof of Value

You must provide evidence of:

• value,

• dimensions, and

• weight

to support any claim. We only compensate replacement value, not resale or profit value.

8.9 Ownership After Settlement

If we pay compensation equal to or exceeding the value of a consignment, ownership of the consignment passes to us and we may deal with it as we see fit.

8.10 Losses We Never Exclude

Nothing in these Terms limits or excludes liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• statutory rights that cannot lawfully be excluded;

• defective products under applicable law.

 8.11 Business Customers

Where you contract with us as a business:

• implied terms are excluded to the fullest extent permitted by law;

• the Unfair Contract Terms Act 1977 is excluded where lawful.

8.12 Your Default

If our performance is delayed or prevented by your actions or failures:

• we may suspend services;

• we are not liable for resulting losses; and

• you must reimburse us for costs caused by your default.

9.0 Cross‑Border Carriage

9.1 Road carriage between covered territories
Where a consignment is carried by road between Ireland, Northern Ireland and Great Britain, our liability will be governed (where applicable) by the Convention on the Contract for the International Carriage of Goods by Road (CMR), as incorporated into UK law.

The relevant provisions of the CMR Convention apply to such carriage and will take priority over any inconsistent terms in these Terms.

9.1 Carriage by air
Where any part of a consignment’s journey is carried by air and involves carriage between different territories, the Montreal Convention will apply to that part of the journey. Our liability for loss of or damage to consignments during air carriage will be limited in accordance with that Convention.

9.2 Customs charges, duties and taxes
We are not responsible for any customs charges, import taxes, duties, return‑to‑sender charges or similar costs that arise in connection with the carriage or delivery of a consignment.

You are responsible for checking whether any such charges apply before placing an order. If any charges are incurred by us on your behalf, you agree to reimburse us in full within 7 days of request.

9.3 Commodity codes (Ireland and Northern Ireland)
Consignments sent to Ireland or Northern Ireland may require a commodity code to be declared during booking. Commodity codes are used by customs authorities to assess whether taxes or duties are payable.

You are responsible for ensuring that the commodity code you provide is accurate to the best of your knowledge. If incorrect information results in additional taxes or duties being charged, those charges will be payable by the recipient. We accept no responsibility for additional charges arising from incorrect commodity codes.

Guidance on commodity codes is available at:  https://www.gov.uk/trade-tariff

9.4 Claims
The time limits and procedures set out in the Claims and Refunds clause apply to any claim relating to cross‑border carriage.

10.0 Your Obligations for the Services

To allow us to provide our services, you agree to cooperate with us and to provide any information we reasonably need.

This includes:

• completing any steps required from you when booking or using our services;

• obtaining any permissions, consents or approvals needed before we carry out the service; and

• complying with any reasonable requirements we notify to you in connection with your order.

 10.1 Packing and Labelling

You are responsible for ensuring that all consignments are properly and securely packed and clearly labelled for the service selected and the destination.

This means that:

• items must be packed so they will not be lost, damaged or cause damage or injury during transit;

• if goods are supplied in pre‑packed or display packaging, they must still be sufficiently protected for transport; and

• labels must be clear and legible and must include the full names, addresses and postcodes of both the sender and the recipient.

Failure to pack or label consignments correctly may affect any claim for loss or damage and may be treated as an excepted risk under these Terms.

10.2 Prohibited Items

You must not use our services to send any item that appears on our Prohibited Items list, whether in whole or in part.

11.0 Fraudulent Activity

We monitor the use of our services to help prevent misuse, fraud or improper activity. This includes, for example, providing incorrect parcel size or weight details or creating multiple accounts to avoid charges.

If we reasonably believe that fraudulent or improper activity has occurred, we may take appropriate action. This may include:

• charging you any additional amounts that should have been paid, together with a reasonable administration fee;

• recovering any losses or costs we incur as a result of the activity;

• suspending or restricting your access to our services;

• cancelling or refusing future orders;

• intercepting and holding consignments in our possession (subject to an administration fee if you request re‑delivery or collection); and/or

• exercising a right of lien over any consignment in our possession until outstanding amounts are paid.

We are not responsible for any loss or delay caused by action taken under this section.

If you believe that we have acted in error, you may contact us through the fraud dispute process detailed on our website.

12.0 Claims and Refunds

12.1 Making a claim
If you believe a consignment has been lost or damaged, you must notify us through your account on our website or in writing within the following time limits:

• Damage or partial loss: within 14 days of delivery;

• All other cases (including total loss): within 28 days of the date the consignment was collected or received by us.

We cannot accept claims made outside these timeframes.

12.2 Claim review
We review all claims fairly and as quickly as possible. Prompt notification helps us investigate claims more effectively.

12.3 How to submit a claim
Claims must be submitted through your online account by completing the claim form and providing the information requested. Once submitted, we will review the claim and notify you of the outcome through your account.

12.4 Settlement offers
If we decide to make an offer to settle a claim, this will be shown in your account. If you accept the offer, you must provide accurate payment details. We are not responsible for delays or losses caused by incorrect details being provided.

12.5 Refunds
Refunds may be issued where appropriate and in accordance with these Terms and the service purchased.

• Refunds will be made to the original payment method or to your account credit.

• Refunds can only be made to the person who placed the order.

• Refund requests must be made within 28 days of the order being placed.

We do not offer refunds for:

• excluded items or services (as set out in our liability section);

• unused add‑ons once a service has been carried out or a parcel has been collected.

12.6 Additional charges and parcel quantities
We do not provide refunds or charge reductions where fewer parcels are provided than originally booked.

12.7 Returned consignments
If a consignment is returned to sender, we are not responsible for any resulting loss or costs.

13.0 Your Indemnity

You confirm that you own the items you send, or that you have the authority to send them.

If any third party makes a claim against us in relation to a consignment you have sent (including claims for loss, damage or ownership), and that claim goes beyond our liability to you under these Terms, you agree to compensate us for any losses, costs or expenses we incur as a result, including reasonable legal costs. In these circumstances, we will not be liable to you.

You also agree to compensate us for any losses, costs or liabilities we suffer as a result of your breach of these Terms, including your obligations relating to:

• your use of our services,

• payment of charges, and

• account credit or similar payment arrangements.

14.0 Payment

14.1 When payment is due
Payment for our services must be made in accordance with the payment method and timing shown at checkout or in your service order. Where we issue invoices, payment must be made within 7 days of the invoice date.

14.2 How charges are calculated
Our charges are based on the size, weight and details you provide for each consignment. We may verify these details. If the size or weight of a consignment is under‑declared, you agree to pay any additional charges that arise as a result.

14.3 Additional charges (corrections and surcharges)
Where an under‑declaration is identified:

• we may recalculate the charge using the corrected size or weight;

• we will apply an additional administration charge of £20; and

• any resulting additional charges may be charged to your original payment method or account credit, or invoiced to you and payable within 7 days.

We may suspend services until any outstanding additional charges are paid.

14.4 Disputing additional charges
If you believe an additional charge is incorrect, you may raise a dispute using our surcharge dispute process, details of which are available on our website.

Disputes must be submitted within 28 days of the charge being notified to you and must include reasonable evidence of the consignment’s size and weight (such as a clear photograph showing measurements and the shipping label).

14.5 Late payment (business customers only)
If you are a business customer and do not pay an amount due by the payment deadline, we may charge interest on the overdue amount at 8% per year above the Bank of England base rate, calculated daily until payment is made.

14.6 Taxes and duties
All prices are stated exclusive of VAT, customs charges, duties or similar taxes, unless stated otherwise. You are responsible for paying any such amounts where applicable.

14.7 Discount codes
We may issue discount or promotional codes from time to time. Each code may only be used once per order, unless stated otherwise.

14.8 Non‑payment and misuse
If you fail to pay applicable charges or misuse discount codes, we may:

• suspend or restrict your access to our services;

• cancel or refuse future orders; and/or

• intercept consignments and redirect them to storage, subject to an administration fee (currently £20 per consignment). 

14.9 Right of lien
We may exercise a right of lien over any consignment in our possession for unpaid charges, including the right to retain or dispose of the consignment where permitted by law.

15.0 Account Credit

From time to time, we may allow customers to hold credit on their account, including promotional or bonus credit, which may be applied towards payment for services ordered through our website (the “Account Credit” system). Where Account Credit is available and used, the following provisions apply.

15.1 Account Balances

Any paid account credit and any promotional or bonus credit will be recorded separately. The combined balance of such credits will be visible in your account via our website.

15.2 Use of Account Credit

When you place a service order, we will check your available Account Credit balance. The price of the relevant service will be deducted from your paid account credit and/or bonus credit balance.

If your available Account Credit balance is insufficient to cover the full price of the service, you must pay the outstanding amount in accordance with the Payment Terms.

We may impose a minimum amount for adding paid credit to an account. Any such minimum (currently £20) will be notified to you via our website.

15.3 Nature of Account Credit

Any amount added as paid account credit is treated as an advance payment for services to be ordered from us.

Subject to the initial refund rights set out below, our obligation to you in respect of any Account Credit balance is limited to providing services up to the value of the remaining balance. Account Credit is not redeemable for cash except where:

• a service has been defective; and

• you have requested a refund of the unused paid account credit balance.

Any refund will at all times be subject to the Liability clause, the Claims and Refunds clause, and your compliance with Your Obligations.

15.4 Inactive Accounts and Expiry

If no service orders are placed using Account Credit for a continuous period of six (6) months, we will send a reminder to the email address registered to your account. Further reminders will be sent at twelve (12) months and eighteen (18) months of inactivity.

If no orders are placed for a continuous period of twenty‑four (24) months, your account will be treated as inactive and any remaining Account Credit balance (including bonus credit) will expire. You will have no further entitlement or claim in respect of that balance.

15.5 Refunds

If you change your mind after adding paid account credit, you may request a refund in accordance with clause Claims and Refunds.

Any refund will be limited to the original amount paid, less the value of any services already ordered or used through the Account Credit system.

16.0 Special Terms – Royal Mail Services

Where you purchase any Royal Mail international service via MyParcels, those services are provided subject to both these Terms and Royal Mail’s Overseas Post Scheme, as in force from time to time.

By selecting and purchasing a Royal Mail service through MyParcels, you acknowledge and agree that the Royal Mail Overseas Post Scheme applies in addition to these Terms.

The current version of the Royal Mail Overseas Post Scheme is available at:
https://www.royalmail.com/sites/royalmail.com/files/2023-10/Overseas-Post-Scheme-6-August-2023.pdf

17.0 Personal Data

Details of how we collect, use and process personal data are set out in our Privacy Notice, which forms part of these Terms and is available on our website.

We process personal data relating to individuals who use our services strictly in accordance with that Privacy Notice and applicable data protection laws.

18.0 Nature of the Agreement

These Terms, together with the CMR Convention and the Montreal Convention (to the extent that either applies), constitute the entire agreement between you and us in relation to the services we provide.

This agreement replaces and supersedes all prior or contemporaneous agreements, arrangements, warranties, representations or understandings (whether written or oral) relating to our services.

No other terms, conditions or documents shall apply or be incorporated into this agreement unless expressly agreed by us in writing.

19.0 Variation

No variation, amendment, waiver, or cancellation of this Agreement (other than a Service Order issued in accordance with these Terms) shall be binding on the Company unless expressly agreed in writing and signed by a director of the Company.

For the avoidance of doubt, no employee, agent, or representative of the Company other than a duly appointed director has authority to agree or enter into any variation, amendment, waiver, cancellation, or other commitment on behalf of the Company that would or might give rise to any legal liability.

20.0 Governing Law and Jurisdiction

20.1 Governing Law
This Agreement, and any dispute, claim, or matter arising out of or in connection with it (including any non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales.

20.2 Jurisdiction
Subject to clause 22.3, the parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement or its subject matter or formation (including non-contractual disputes or claims).

20.3 Company’s Right to Bring Proceedings Elsewhere
Nothing in this clause shall limit the Company’s right to bring proceedings against the Customer in any other court of competent jurisdiction, nor shall the commencement of proceedings in one or more jurisdictions prevent the Company from commencing proceedings in any other jurisdiction, whether concurrently or otherwise, to the extent permitted by applicable law.

21.0 Sanctions and Trade Compliance

21.1 Compliance with Sanctions Laws
The Customer is solely responsible for ensuring that each shipment, its contents, and all persons or entities involved in the shipment (including the sender, recipient, and any beneficial owner of the goods) comply with all applicable economic sanctions, export controls, trade restrictions, and embargoes imposed or administered by the United Kingdom, the European Union, the Republic of Ireland, and the United Nations (“Sanctions Laws”).

The Customer warrants that:

• neither the shipment nor any party connected with it is subject to, or in breach of, any Sanctions Laws; and

• the goods are not destined for, or connected with, any country, territory, entity, or individual subject to applicable sanctions or trade restrictions.

21.2 Right to Refuse or Suspend Services
The Company reserves the right, at its sole discretion and without liability, to refuse, suspend, delay, return, or cancel any shipment where it reasonably believes that the shipment may violate applicable Sanctions Laws or expose the Company or its service partners to regulatory risk.

The Company shall not be liable for any loss, delay, damage, cost, or expense arising from such refusal, suspension, delay, return, or cancellation.

22.0 Indemnity
The Customer agrees to indemnify and hold harmless the Company against any and all losses, liabilities, claims, damages, fines, penalties, costs, or expenses (including legal fees) arising out of or in connection with any breach of this clause or any violation of applicable Sanctions Laws relating to a shipment.

23.0 Sanctions Information
Customers may consult the current United Kingdom consolidated sanctions list published by HM Government, as well as relevant EU and UN sanctions lists, for up-to-date information on restricted parties and territories.