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Frequent Asked Questions

 

We have tried to put together all possible answers to your questions for your satisfaction however, should you have any further query please do not hesitate to contact us.

What is a procedure to send a parcel?

What items are prohibited to send via courier?

Is there any restriction to send certain items?

What surcharges may apply to my shipments?

I have to send a few things to abroad I don't know if I have packed things as required?

How much would it cost to send a parcel with one of the courier services?

How long does it take to deliver to...?

Do you provide Next Day service?

What is the cut-off time for collection in areas outside London?

What is the cut-off time for sameday collection in London?

Are you open on Weekends & Bank Holidays for shipments/drop-off?

If I drop-off my parcel in your ShipCentre on Saturday can you deliver it on Monday (ex Bank Holiday)?

What are opening hours of the ShipCentre?

My parcel was supposed to deliver in the UK on Friday, would FedEx, UPS or DHL deliver it on Saturday?

Does FedEx, UPS or DHL deliver shipments on Saturday and Bank Holiday Monday?

Does your shipcentre provide facility to pick-up shipments in London on Bank Holiday and weekends?

Are you open on Bank Holiday?

What is the cut-off time in London for Next Day delivery?

I have sent a shipment directly through courier service not with the ShipCentre, can you still help?

How do I track my parcel?

I have send my parcel detail but why courier has not arrived yet?

I am expecting a delivery from a courier service, why it has not been delivered yet?

Contact the ShipCentre Customer Service

 

 

What is a procedure to send a parcel?

 

Send us your parcel detail using a quote form online.

The online form requests Sender address, Recipient address, Shipment detail.

 

We will contact you to confirm the booking detail and send a courier company driver to pickup your parcel.

 

 

 

What items are prohibited to send via courier?

 

The following items are strictly prohibited from shipment, and must not be sent through courier services under any circumstance. Any of these items being sent may result prosecution, heavy fines and imprisonment.

 

The following items are strictly prohibited from shipment, and must not be sent through courier services under any circumstance. Any of these items being sent may result prosecution, heavy fines and imprisonment.

 

1) Animals (including birds, fish, insects, larvae, pupae etc)

2) Animal products (including but not limited to ivory, fur and garments trimmed with fur)

3) Antiques and art work

4) Bullion

5) Cash (including bank notes and currency)

6) Cash-like negotiable instruments in bearer form (including but not limited to bank notes, currency and vouchers)

7) Complete firearms and firearm parts, ammunition, explosives, weapons

8) Dangerous / hazardous goods including but not limited to perfumes, aftershaves, aerosols, flammable substances, loose lithium batteries, dryice, biological substances, UN classified dangerous goods and any goods specified as such under International Air Transport Association regulations (“IATA”), the Agreement on Dangerous Goods by Road (“ADR”) or International Maritime Dangerous Goods (“IMDG”) regulation

9) Designer clothing, apparel, accessories over £250 in value

10) Electronic Items - In total no more than 2 electronic items per package i.e. desktop computers, MP3 players or any other electronic components. The entire package may not contain more than 2 lithium batteries which must be contained within the electronic items. The package must not exceed £1,000 in total value

11) Flowers and plant products

12) Human remains or ashes

13) Illegal goods (these are goods which are considered illegal in the origin, the transit points and/or the destination countries and would  include but not be limited to pirated goods, counterfeit goods and narcotics)

14) Imitation (replica) firearms, toy guns, weapons, explosive devices or ammunition

15) Jewellery over £1,000 in value

16) Laptop Computers - No more than 1 laptop computer per package. The entire package may not contain more than 1 lithium battery which must be contained within the laptop. The package must not exceed £1,000 in total value

17) Loose lithium batteries

18) Legal drugs and pharmaceutical products over £250 in value

19) Medical samples (including but not limited to bodily fluids and tissue samples)

20) Mobile Telephones - No more than 2 mobile telephones together with accessories. The entire package may not contain more than 2 lithium batteries which must be contained within the mobile telephones. The package must not exceed £500 in total value

21) Personal Data - Packages containing unencrypted personal data in electronic format

22) Perishable items that require a temperature controlled environment

23) Pornography

24) Prescription drugs and pharmaceutucal products

25) Tax stickers / banderols

26) Tobacco

27) Watches with an individual value over £1,000

 

 

Is there any restriction to send certain items?

 

The following items are deemed unsuitable for shipment by courier services, and are therefore restricted. Any of these items being sent may result in surcharges, delays or confiscation by authorities where appropriate. No transit cover or guarantees whatsoever will apply to these items. THESE ITEMS ARE SENT AT YOUR OWN RISK.

 

1. Food items (Perishable) All areas

2. Furniture (Unless Flatpacked)

3. Glass / Mirrored items / Crystal / Ceramic / Pottery/ Porcelaine/ Plaster / Marble / China / Stone / Slate /  Resin / Granite / Concrete - (or any item containing these matierals)

4. Laptops / Monitors / Computers

5. Perishable goods

6. Personal Affects

7. Plants / Seeds / Flowers / Plant derivatives

8. Televisions / Plasma & TFT Screens, Monitors

9. Unaccompanied baggage / Suitcases

10. White Goods -fridges, ovens- (also known as range, stove, cooking plate, or cooktop), Microwaves, dishwasher, Washing Machine etc.)

 

Courier Service will not accept any materials and products that may be dangerous or hazardous to handling staff.

 

To comply with strict regulations we will not carry any substances classified as dangerous in the latest edition of the IATA publication.

 

Also prohibited are: Shipments with inherent vice; Shipments which by their nature are likely to soil, impair or damage persons, merchandise or equipment; Goods the carriage of which is prohibited by law in the country of origin, transit or destination; Goods which attract excise duty or which require special facilities, safety precautions or permits.

 

It is the sender’s responsibility to comply with current government regulations or laws applicable in each country. Not all commodities can be shipped to all countries.

 

Further information is available on request. Please contact us before placing any order if you are unsure of the classification of your consignment. Failure to declare dangerous goods can lead to prosecution, heavy fines and imprisonment.

 

 

What surcharges may apply to my shipments?

 

Remote Area Service Surcharge

 

Econnective ShipCentre is committed to provide one of the best courier services to our customers. These courier companies are committed to provide delivery services to most parts of the World however, due to the high degree of inaccessibility of some locations, additional costs are incurred.

 

Remote Area surcharge applies to those shipments which requires special arrangements. The surcharge varies for each courier company.

 

To compete most effectively in the international market, courier services have expand their already vast network and infrastructure, it is good to know that less than 2% shipments are currently delivered to remote locations.

 

Overweight Piece Surcharge

 

Overweight surcharge applies to each peice in a shipments by all courier companies, chargeable weight limit varies for each courier company available at Econnective ShipCentre. This covers extra handling requirement for such peices in a shipment, which fall outside standard operational processes of the chosen courier company.

 

 

Limited Insurance Policy at Econnective ShipCentre

 

Econnective's staff take every measure to secure the contents of all the shipments.

 

However, there is a limited contents insurance available which a shipper declares on their shipment consignment document. Econnective's insurance applies to any physical damage to the listed contents of shipment only if the damage was done within Econnective ShipCentre by the mistake of its staff, or faulty equipment or ignorance of safety of shipment contents.

 

Econnective does not cover any Internal Fault Claims for any content as there is no way of verification of contents working 100% perfectly before it was shipped through Us. If there is any internal Fault in any content you shipped through Econnective, Econnective is not responsible for such Faults Claims of the contents.

 

Econnective is not responsible for any damages made outside of its ShipCentre premises. Econnective can only insure your contents value under £100.00 "Value Limit", any item include in your shipment worth over the Value Limit will not be covered by Econnective and for that Econnective shall not be held responsible in any court of law.

 

Any such items which has value over Value Limit will only be accepted to send through us on the Shipper responsibility, the shipper will require to cover the cost of any damages done to the listed contents of its shipment contents if the cost of damage item is over Value Limit and if it was damaged within the ShipCentre.

 

If you require extra cover for any Restricted Item which has value over the Value Limit and you pay extra to Econnective to insure it, that is entirely on the shipper responsibility as mentioned in the Restricted Items section, Econnective does not cover the actual value of any Restricted Item to which damage was done within our ShipCentre, the shipper will only be able to claim any damages for up to the Value Limit for any Restricted Item if the damage was done within the ShipCentre.

 

Insurance claim must be filed in writing within fourteen days of shipment delivery or within seven days of damage notified to our customer service.

Insurance claim must be sent to P.O.Box 1001, Claims Department, 4 Little Portland St. London W1W 7JB.

Insurance claim must be sent alongwith original documents, we will return your original documents via recorded (signed for) delivery after your claim has been processed,

Insurance claim must include:

1) Claim covering letter to describe the damage i.e. how the damage happened, exactly when it happened, who was handling it, any witnesses detail alongwith their IDs. & contact detail, who received the damaged content(s) (contact detail and IDs requried).

2) Waybill which was inside the plastic pouch on your shipment box/suitecase/tube/bag/envelope/pack.

3) Shipment & Insurance transaction receipts.

4) Receipt of the damaged content(s).

5) Photographs of damaged content(s) with date and time stamp on them, The photographs must be taken at the same date of delivery. The photographs must show the original Waybill in the pouch attached to the shipment box/suitecase/tube/bag/envelope/pack.

6) Proof of ID of the Shipper (The Claimant).

 

Do NOT write the amount of claim you are looking for, it will be assessed by our experts.

 

Please note, your claim required to be filed as geniune and complete. Econnective reserved right to dismiss any claim which does not meet our claim documentation requirement. You do not need to enquire regarding status of your claim application, you will be notified in writing about the outcome of your claim in due course, maximum time for a claim to be processed is 90 day.

 

 

Wrong Address Surcharge

 

If you've provided us wrong address or re-route your shipment while it is in the transit via any of the chosen courier company, a surcharge will apply, surcharge varies for each courier company available at Econnective ShipCentre.

 

 

 

Packaging Advice

 

The Do's

 

1. Boxes should be durable and double-walled. Remember that items will get stacked in transit, therefore your packaging may need to support the weight of other packages.

 

2. Choose the size of the package according to its content. Under-filled boxes are likely to collapse; overloaded ones may burst.

 

3. Always use high quality materials for your shipments. Consider strength, cushioning, and durability when selecting your wrapping supplies.

 

4. Choose boxes made of corrugated cardboard, with good quality outer liners. Use heavy-duty double-layered board for fragile items.

 

5. Make use of cushioning materials, especially to stop your packaging contents from moving.

Use strapping or strong tape to seal and secure your box.

 

6. Put fragile goods in the centre of a package; ensuring they don't touch the sides. Your item should be well cushioned on all sides.

 

7. Seal greasy or strong-smelling substances with adhesive tape, then wrap in grease resistant paper. Always remember that bad packaging may cause damage to surrounding items.

 

8. Place powders and fine grains in strong plastic bags, securely sealed and then packed in a rigid fibreboard box.

Use "arrow-up" label for non-solid materials.

 

9. Repack your gifts properly. Many goods sold in attractive packaging will not be suitable for shipping.

Use triangular tubes not round tube-type cylinders to pack rolled plans, maps and blueprints.

 

10. Remember always to pack small items and flyers appropriately.

 

11. Protect your data discs, audio and video-tapes with soft cushioning material around each item.

Complete the address clearly and completely, using uppercase letters when handwriting labels to improve readability for courier personnel.

 

12. When shipping items that have sharp edges and points, ensure these are adequately protected. Heavy cardboard is suitable for this. Fix the protective material securely so that it cannot be accidentally removed in transit.

 

13. Always use cardboard dividers when sending flat, fragile material (such as vinyl records).

When re-using a box, remove all labels and stickers. Ensure that the box is in good shape and not worn out.

 

The Do Nots

 

1. Do not use bags made of fabric or cloth.

 

2. Do not over seal your package. Remember that all shipments can be opened by customs authorities for inspection.

 

3. Do not use cellophane tape or rope to seal your shipment.

 

4. Do not consider "Fragile" and "Handle with care" labels as a substitute for careful packaging. They are only appropriate for information purposes.

 

 

How much would it cost to send a parcel with one of the courier services?

 

Cost of shipments depend on Destination, Weight and Box Dimensions of Shipment. We provide you the most affordable prices for your shipments, discounts are available for large and/or regular shipments. See Our Tarrif >>

 

 

How long does it take to deliver to...?

 

1. USA - Next Day by 10.30am to key business centres and 2 - 3 days to outer regions

2. Canada - Next Day by 10.30am to key business centres and 2 - 3 days to outer regions

3. Europe - Next Day by 12 Noon to key business centres and 2 - 4 days to outer regions

4. Latin America - 1 to 2 day to key business centres and 2 - 4 days to outer regions

5. Asia , Middle East, India 1 to 2 days to key business centres and 3 - 4 days to outer regions

6. Africa Oceana - 2 to 4 days to key business centres and 3 - 4 days to outer regions

 

 

Is there any next day delivery service available for USA at your ShipCentre?

 

Yes, Fedex is committed to deliver your parcel to USA via Next Day Express delivery service.

 

 

What is the cut-off time for sameday collection in areas outside Greater London?

 

Cut-off time depends on your post code of areas outside Greater London and a courier service you'd like to use.

 

 

What is the cut-off time for sameday collection within London?

 

Cut-off time varies for each courier service, please contact our office for more detail.

 

 

Are you open on Weekends & Bank Holidays for shipments/drop-off?

 

Yes, we are open 7 days, on weekends and bank holidays; you can drop-off your parcels however, your shipment will be dispatched from our ShipCentre via Fedex or any other courier service during the working days only. (Monday to Friday excl. Bank Holiday)

 

 

If I drop-off my parcel in your ShipCentre on Saturday can your courier deliver it on Monday (ex Bank Holiday)?

 

If you require Econnective ShipCentre service to deliver your parcel within Greater London, you can drop-off your parcel on Saturday which is required to be delivered on Monday, please note that we will not use any other courier service in this case.

 

 

If I choose your shipcentre to deliver my parcel will you provide me a proof of delivery?

 

Yes, Econnective ShipCentre send delivery notification alongwith signature proof to the shipper via E-mail.

 

 

What are the opening hours of your ShipCentre?

 

We are open 7 days, Monday to Friday 8.00am to 9.00pm

Saturday 9.00am to 8.00pm, Sunday and Bank Holidays 10.00am to 7.00pm

 

 

My parcel was supposed to deliver in the UK on Friday, would FedEx deliver it on Saturday?

 

If for some reasons your parcel did not deliver on expected day by FedEx then it will deliver between Monday to Friday except bank holiday in the UK. We can not obtain your parcel from Fedex depot and deliver to you, its out of our hands as we are an independant ShipCentre.

 

 

Does FedEx deliver shipments on Saturday and Bank Holiday Monday?

 

"Saturday Delivery" is special delivery facility which is only available for some post codes in some countries. Saturday Delivery has to be pre-arranged, it is not possible to re-arrange delivery on Saturday if you have missed the delivery on Friday. There is no delivery in the UK on Bank Holiday Monday by any courier service available at Econnective ShipCentre.

 

 

Are you open on Bank Holiday?

 

Yes we are open on Bank Holiday. However, your shipment will be dispatched from our ShipCentre on working days only.

 

 

What is the cut-off time in London for Next Day delivery?

 

The cut-off time for Next Day delivery is:

1) 3.30pm via FedEx

2) 1.30pm via FedEx UK
3) 6.30pm via UPS

4) 4.30pm via DHL

 

I have sent a shipment directly through courier service not with your ShipCentre, can you still help?

 

We can only advise you about it, but we recommend that you contact the courier service directly between Monday to Friday.

 

How do I track my Fedex parcel?

 

Please have your FedEx Waybill number handy and Click Here >>

 

I have scheduled a pick-up online at Fedex website but why no one has come to collect my parcel?

 

To find out status of your shipment booking by Fedex please call 08456 070 809

 

 

I am expecting a delivery from a courier service, why it has not been delivered yet?

 

Please have your shipment tracking number ready and Click Here >>

 

 

Contact the ShipCentre Customer Service

 

We ensure that all the required information is available on our website, however if you believe you could not find the answer for your specific query than please contact customer service Click Here >>