Frequently Asked Questions

Q. Can I specify the time my collection will be made?
A. If you have a regular sender account (one where you send ten packages of more per collection at least once a week), we can set up scheduled daily or set day collections for the driver to come in. If you are placing orders on an as needed basis (ad hoc), the service selected will display what collection window is available. Ad hoc services that offer same day collection can be booked until 2:30pm and collection will be made from the time of booking until 5:30pm.

Q. Can I arrange an import to the UK through Directpoint.co
A. Yes we can arrange imports for you. Please click on Contact Us to send details of your import shipment and we will give you a competitive quote.

Q. Is it only boxes you move?
A. Although we move boxes, we also handle envelopes, flyer bags and jiffy bags with our normal services.

Q. It is getting late and my collection has not happened?
A. Unless a specific time window has been agreed, collections can be made anytime during the normal business day.

Q. If my parcel is not collected on time, what compensation do I get?
A. Our services do not offer guaranteed collections. As brokers we pass your booking onto your selected courier in good faith and we have very few failed collections. If the fault of the failed collection is the courier’s then you can reschedule the collection or cancel and have a full refund. However no compensation can be paid.

Q. Will Directpoint.co get in touch if my collection is not made?
A. Directpoint.co is a courier broker and as we do not physically collect your packages, we do not know when a collection fails. If in the unlikely event your collection does fail, please contact customer services so that we can reschedule your collection with the courier.

Q. What compensation do I get if my package is not delivered on time?
A. The transit times against each service are guide transit times only and not guaranteed. The guide transit times are achieved in over 98% of our shipments, if a shipment does take longer to deliver than the guide time no compensation is provided.

Q. If a receiver has not had the parcel delivered and the guide transit time is past what should I do?
A. Always track your shipments, to see their delivery status. The information provided online will usually answer your question. If it does not please get in touch with customer services and we will look into it for you.

Q. Will customs charge duty and or taxes on my shipment?
A. Shipments within the E.U. are free of duty and taxes. For shipments sent outside of the E.U, duty or taxes may be due. They will be based on the products or commodities you are sending and the import duty rates set by the country they are being delivered to for that commodity.  If you want to find out whether duty and taxes will be charged, you need to contact HMRC and get a classification code for the contents you are sending. Then contact the embassy of the Country to which you are sending the goods to ask if they charge duty on the import of goods that have your commodity code and value. If duty and taxes are due they are defaulted to the receiver of the shipment who will be asked to pay them before the goods can be released or cleared from customs. We cannot provide detailed information on duty and taxes or get involved in the customs clearance process.

Q. How should I describe the goods?
A. Please describe the contents of the package as clearly and accurately as possible. If the package is going outside of the E.U. then a commercial invoice or pro-forma invoice is needed that lists all the items, their quantity and value. Our Directpoint.co online booking system will automatically produce the right paperwork for you if required.

Q. What is the difference between a commercial invoice and a pro-forma invoice?
A. When the goods you are sending are sold to the receiver then the normal invoice you give to the customer should be adequate as a commercial invoice, providing it contains clear and accurate details of the goods. If the goods are not being sold to the receiver, e.g. they are a sample or a gift, then a pro-forma invoice is required. This will normally be the same as a commercial invoice but will be headed pro-forma invoice and contain a statement as to why the goods are not being paid for, e.g. gift, sample etc.

Q. What value do I place on the goods?
A. Please declare the replacement value of the goods that you are sending. If you have sold the goods the invoice should declare the sale value of the items. All goods must have a declared value: only unbound documents can have no value declared. 

Q. What happens if I make an incorrect Customs Declaration?
A. Please note that customs departments will review all the documentation provided with a shipment. Please ensure you are as clear and accurate as possible to ensure the smooth clearance of your consignments. If you flagrantly misrepresent the contents of your shipment it may be seized and you may be the subject of criminal charges.

Q. Should a shipment be signed for if the outside is clearly damaged?
A. If a shipment is presented to the receiver for delivery and the outside is clearly damaged then it must be signed for as damaged. The clearest way to do this is to write the word DAMAGED where you would normally sign your name. Please note that if a shipment is simply signed for the carrier will take this as evidence it was delivered in good conditions and may invalidate a subsequent claim. It is not adequate to have signed for a shipment as UNEXAMINED if you subsequently try to make a claim.

Q. If I make a claim for a damaged shipment, should the packaging be kept?
A. Yes, you will need to retain the original packaging whilst a claim is being processed. This is because the packaging may need to be reviewed by the claims department to ascertain that it was sufficient to protect the contents.

Q. What transit liability cover does my consignment have?
A. All services come with some inclusive transit cover. The level of cover varies according to the service and weight being despatched. When you book a shipment the level of included cover is displayed in the service description. Additional transit cover is also available to buy on some services. 

Q. How do I raise a claim?
A. Only the person who placed the shipment order can raise a claim. This person should contact customer services and we will send out a basic claim form for you to complete. You will need to supply photos of the packaging and damaged goods if applicable. Proof of the replacement value, usually your purchase receipt, will also be required.

Q. Is there a time limit to submit a claim for a lost or damaged package?
A. All claims must be submitted through Directpoint.co customer services. The time in which a claim has to be submitted is the time defined in the terms and conditions of carriage of the carrier used for the specific service used, less two working days, to allow us time to submit the claim on your behalf. There are links on our web site to all carrier terms and conditions.  

Q. How quickly is a claim settled?
A. The length of time a claim takes to be settled varies by carrier. It is usually between four and eight weeks.

Q. Are there any items that are not cover by the carrier whilst in transit? 
A.  Each carrier has a list of prohibited items that must not sent under any circumstances and a list restricted items that can be sent if certain restrictions are accepted. These lists vary by carrier and service, e.g. some items cannot be carried on an air service but can be carried on a road service. Once you have selected a service during the ordering process we provide a link to the prohibited and restricted items that apply to that specific service. If you need more help please contact customer services and we will go through your options.   

Q. Do I get the damaged package back?
A. When an insurance claim is made for a damaged item and the carrier agrees that the damage was their fault they will pay the cost price of the replacement goods up to the amount of cover. They will also refund the carriage charges. They will not pay for the damaged item to be returned. On request we can usually arrange to have the item collected and returned, however the costs of this collection and delivery will have to be paid by the person who books it.

Q. What is Enhanced Transit Cover?
A. All of our services include transit cover for goods that are carried and the maximum amount of this cover is listed against each service. For some services enhanced transit cover can be bought to cover the shipment of higher value goods. If enhanced transit cover is available it is shown against the service description in the booking process.

Q. Am I able to place an order over the telephone?
A. We prefer clients to use our automated web site as this should be the quickest and easiest way for you to book a collection. If you have any difficulties with the online booking process please contact us and we will try and resolve them.

Q. Do I need a printer for your services?
A. Some services require you to print a label and attach this to the parcel ready for the carrier to collect. When a label is required we will always display PRINTER REQUIRED in the first line of the service description.

Q. If I make a mistake online, can it be changed once the order is placed?
A. Please contact Directpoint.co customer service and we will try and assist you with any changes to the order.

Q. What address information must I write on my packages?
A. All packages must have the delivery address, the contact person at the delivery address and a contact telephone number for them clearly attached. A package label generated either by our system or by the driver needs to be attached to each individual package. This is so they can be tracked during transit.

Q. How should my contents be packed?
A.  Each package that is sent through a courier delivery service needs to be packaged to withstand the journey. Packages should be able to be positioned on any side, be able to have other items placed on top of them and be able to withstand small bumps and short drops. Your contents should not touch the outer box and be completed surrounded by packaging to protect your contents. If the contents of a package are delivered damaged, but the packaging is undamaged on the outside, then the packaging will be deemed insufficient and no claim can be made.

Q. What do I do if I do not know the exact weight or size of my package?
A.  To ensure that the service is suitable for the size and weight of your package we do need this information. If you underestimate a size of weight for a package then additional carriage charges may be due plus an administration charge.

Q. What are your payment methods?
A. We accept the following types of credit and debit card; Visa, MasterCard, Maestro, Electron and American Express. Clients who have regular sender accounts can also top up their pre-pay accounts by making a Bank Transfer to our account. Please contact customer service for more information.

Q. Can clients have credit accounts?
A. Not usually, however subject to status we will consider requests for credit accounts for Regular Senders.

Q. What is a Pre-Pay account?
A. A Pre-Pay account is for clients who deposit payments into their account before ordering shipments. Then as they order shipments the cost is deducted from the deposited amount and invoices automatically raised.  As the funds are already on deposit the checkout process is instant and allows for quick order processing for Regular Senders.

Q. What is the minimum Pre-Pay top up?
A. The minimum Pre-Pay account deposit is £50:00.

Q. How long will a Pre-Pay top up remain valid?
A.  All pre-payments remain valid indefinitely, as long as it is used at least once every 12 months. If the account is not used for 12 months the payment will expire.

Q. Can I withdraw Pre-Pay deposits?
A. Please contact Courierpoint customer services to arrange withdrawal of any Pre-Pay account deposits. Please note, bonuses or good will credits cannot be withdrawn.

Q. How do I top up my Pre-Pay account?
A.  When you log into your user area, please click on the £ Payment tab. Within this tab please click on the Top Up button and follow the instructions to make a deposit.