Our UK and international parcel services and prices

Transcription

1 Our UK and international parcel services and prices Effective from 2nd April 2013 It s easy to send express, priority and value services with Parcelforce Worldwide See inside for your chance to WIN a 250 One4all gift card

2 Your chance to WIN a 250 One4all gift card! Register your details in our monthly prize draw* for your chance to win a 250 One4all gift card and we ll also keep in touch with future offers. Simply scan the QR code below or visit parcelforce.com/win to enter the prize draw. The One4all gift card is a multi-store gift card which can be spent at over 17,000 outlets nationwide including leading high-street retailers. * The last date for entry is 31st March Terms and conditions apply. Please visit parcelforce.com/terms 2

3 Introduction It s never been easier to send express, priority and value services with Parcelforce Worldwide. Just visit one of 11,500 Post Office branches with your parcel and pay for your service at the counter or Post & Go at a dedicated express kiosk. Our outstanding quality of service levels (in excess of 98% delivered on time) mean you can trust Parcelforce Worldwide to deliver. Post & Go is available at selected Post Office branches only. Contents Welcome to our UK services 5 UK summary 6-7 UK services 8-9 International services Pricing information Parcel and packaging guidelines Prohibitions and restrictions Compensation and refunds Drop & Go 24 Why not do your bit for climate change by supporting the Woodland Trust*? Simply choose our Woodland Carbon Option at Post Office branches by donating 5p for a UK delivery, or 10p for an international destination**, to support the protection and expansion of forests and woodlands that absorb greenhouse gases. * Woodland Trust is a charity registered in England and Wales (No ) and in Scotland (No.SCO38885). ** Donations are out of scope of VAT and are collected on behalf of the Woodland Trust and passed directly to them. 3

4 Around the corner, around the world It s easy to send UK and international deliveries with Parcelforce Worldwide 3 easy steps to send your parcel Securely pack your parcel Access our services via 11,500 Post Office branches Pay for your service at the counter or just Post & Go at a dedicated express kiosk! Post & Go allows you to swiftly send parcels and packets with self service kiosks, which are available at selected larger branches. Post & Go is available at selected Post Office branches only 4

5 Welcome to our UK services Parcelforce Worldwide and Royal Mail have updated their parcel services to help you choose the most appropriate service for your needs; whether your item is urgent, requires proof of delivery on arrival, or simply requires the best value service. Guaranteed * Ideal when you need to be absolutely sure your parcel will arrive at its destination the next day or if you re sending valuable items. Confirmed A great value option for the majority of today s delivery requirements, when you need the added reassurance that your item has reached its destination. Standard The perfect solution for non-urgent items. * Parcelforce Worldwide s guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection. On time delivery or your money back. Conditions apply Royal Mail guarantee delivery by 9am to more than 98% of all UK addresses depending on the service selected. 9am delivery is subject to recipient availability. Conditions apply. 5

6 Sending a parcel in the UK is as easy as 1,2,3... Guaranteed 1 Guaranteed * Timed next day delivery 2 Confirmed With proof of delivery 3 Standard Great value delivery 6 * Parcelforce Worldwide guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection.

7 Parcelforce Worldwide express9 express10 expressam express24 Royal Mail Special Delivery Guaranteed by 9am Royal Mail Special Delivery Guaranteed by 1pm What s included: Full tracking Choice of 9am, 10am, AM, 1pm or 24 hour delivery times Proof of delivery with signature Inclusive compensation Our Guaranteed UK parcel services Parcelforce Worldwide express48 Royal Mail Signed For 1st Class Royal Mail Signed For 2nd Class What s included: Proof of delivery with signature Choice of next day, 2 or 3 day delivery Inclusive compensation Our Confirmed UK parcel services Parcelforce Worldwide express48 Royal Mail 1st Class Royal Mail 2nd Class What s included: Choice of next day, 2 or 3 day delivery Inclusive compensation Our Standard UK parcel services On time delivery or your money back. Conditions apply Royal Mail guarantee delivery by 9am to more than 98% of all UK addresses depending on the service selected. 7 9am delivery is subject to recipient availability. Conditions apply.

8 Do you need a delivery in the UK from next day? Our range of guaranteed* UK express services offers great value for money, with a choice of convenient delivery times to suit your needs. Ideal for small businesses, ebayers, students and everyday customers. Our UK express services at a glance from delivery next working day by 9am from delivery next working day by 10am from delivery next working day by 12 noon from delivery next working day by close of business from delivery within 2 working days by close of business Sending more than one parcel to the same UK address? Ask about our competitive consignment rates at the counter (a maximum of 15 parcels can be sent per consignment). 8 For example: Two parcels weighing 2kg and 4kg with a total weight of 6kg being sent by express24 to the same UK address would cost If they were sent together it would cost 19.92, saving you 12.96! Extended delivery times exist for outlying areas. Please visit parcelforce.com for further information. * Guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection. Please note: The Channel Islands are classified as international destinations.

9 What s included with UK express? All of the following features are included with our UK express services. Please check the weight and size of your parcel before sending it. For added peace of mind you can track your parcel to its final destination. UK express 4 h Fully tracked from when your parcel is collected to when it s delivered at parcelforce.com Signature on delivery signed electronically, with signature available online within 8 minutes of delivery at parcelforce.com Generous weight limit individual parcels 24can h weigh up to 30kg Size maximum length of 1.5m and 3m length/girth combined Compensation for your peace of mind, cover for loss or damage is included in the price up to 200 for express9, 10 and AM and up to 100 for express24 and 48. Additional cover can be purchased up to 2500 Weekend delivery Saturday delivery is available for an additional charge of

10 Need an international delivery from next day? Our international express services offer a great balance of speed and price with guaranteed* delivery. So whether it s an overnight parcel to New York or a package to Australia next week, we ve got it covered. Ideal for small businesses, ebayers, students and everyday customers. Our international express services at a glance Our value services at a glance from with delivery from next working day to the USA, Canada and Europe. From 2 working days for the rest of the world from with delivery from 3 working days to Europe and major destinations worldwide from for an overnight service available from selected branches in Northern Ireland to the Republic of Ireland Items can weigh up to 30kg and be a maximum length of 1.5m and 3m length/girth combined. from 9.65 with delivery from 4 working days worldwide, with up to 100 cover for loss or damage included in the price from with delivery from 28 working days worldwide (not available to European destinations) Sending more than one parcel to the same overseas address? Ask about our competitive consignment rates at the counter (a maximum of 15 parcels can be sent per consignment). For example: Two parcels weighing 1kg and 2kg with a total weight of 3kg being sent by globalexpress to the same overseas address in Germany would cost If they were sent together it would cost so you would save 38.52! 10 Weight and size limits may vary by destination. Full details can be found at parcelforce.com/countries * Guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection. Please note the Channel Islands are classed as international destinations.

11 What s included with international express? All of the following features are included with our globalexpress, globalpriority and irelandexpress services. Please check the weight and size of your parcel before sending it. For added peace of mind you can track your parcel to its final destination. International express 4 h 24 h Fully tracked from when your parcel is collected to when it s delivered, for all destinations with globalexpress and irelandexpress and major destinations worldwide with globalpriority at parcelforce.com Signature on delivery named confirmation online for all destinations with globalexpress and major destinations worldwide with globalpriority. Signature online for irelandexpress Generous weight limit individual parcels can weigh up to 30kg Size maximum length of 1.5m and 3m length/girth combined Compensation for your peace of mind, cover for loss or damage is included in the price up to 200 for globalexpress and irelandexpress and up to 100 for globalpriority. Additional cover can be purchased up to the value of 2500 depending on the service. Confirmed delivery dates for globalpriority to South Korea, China, Australia, Hong Kong, Japan and USA How quickly will it get there? Our international delivery speeds are based on the delivery of parcels classified as documents (that need no customs inspection) to major cities and towns. Please remember that our delivery speeds exclude customs clearance time. Outer suburbs and other outlying areas may take a little longer, so different delivery times may apply. When sending taxable merchandise, we suggest that you allow a further day for customs clearance, although this will vary by country. 11

12 Receiving a parcel from outside the EU Clearance fees, duties and taxes If a parcel is received from outside the EU addressed to you, Parcelforce Worldwide will clear the goods through HM Revenue & Customs (HMRC). You will be required to pay all the relevant import duty, excise duty and VAT, (as determined by HMRC), together with the clearance fee, details of which will be sent to you by letter. To make things easier, you will be able to pay by credit or debit card on our website at parcelforce.com or over the phone. Once payment is received, you will be able to select how and when you would like your parcel delivered. Importing a parcel to the UK If you are importing a parcel to the UK, we will make a charge if we have to hold your parcel while customs process it. To avoid incurring high storage charges, please respond promptly to any customs queries. All parcels valued at over 2000 are placed in secure storage until completion of HM Revenue & Customs formalities. As all duties and taxes are raised by HMRC, we cannot answer any queries. If you have any queries relating to customs, taxes or duties raised by HMRC, please contact HMRC direct at and search Notice 143 (A guide for international post users). More information on fees Our clearance and storage fees do vary. For up to date information, visit parcelforce.com If you have a general query about import duties and taxes, contact HMRC on British Forces Post Office (BFPO) Available at all Post Office branches, you can send parcels to HM Forces personnel using BFPO numbers (with the name, rank, sub-unit and unit). No country or postcode should be included in the address. Maximum length is 1.05m and maximum length and girth combined is 2m. Maximum weight of 30kg, except HM Ships (BFPO ) where the maximum weight is 11kg and some operations which are restricted to 2kg. International prohibitions apply. Further information can be found at What about documentation? A Parcelforce Worldwide BFPO service label must be attached and a customs pack fully completed. The parcel should include: Service number, rank and name of individual Unit or Regiment Operation name (if applicable) BFPO number If the parcel you re sending is meant for someone who is stationed at a BFPO location, but not themselves a member of HM Forces (family for example), the parcel must be addressed C/O ( care of ) the name of the serving Forces member. What if the person I am sending to changes units? No problem. Once you have sent the parcel, BFPO will automatically re-direct it to the new unit, at no extra cost. However we cannot give a guaranteed* delivery speed on these services. The BFPO Enquiries Team can be contacted on or visit british-forces-post-office-services for more details 12 Full details on each country and the international services available can be found on parcelforce.com or ask at the counter. * Guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection.

13 Need a price? Prices UK prices Parcelforce Worldwide s range of delivery speeds gives you a choice based on the urgency of your despatch. The table on page 14 shows the cost of each Parcelforce Worldwide UK service. Saturday delivery For Parcelforce Worldwide UK services purchased from a Post Office branch, Saturday delivery (typically between 7am-1pm) can be requested to the majority of UK destinations for an additional charge of UK zones Listed below are the three UK Zones 1-3. Extended delivery times exist for some areas within these zones. Deliveries are usually made between 7am-5.30pm Monday-Friday. See parcelforce.com for further information or ask at the counter. Zone 1 England, Wales and parts of Scotland, excluding the Highlands and Islands. All postcodes not mentioned in Zones 2 and 3. Zone 2 The Highlands and Islands of Scotland. Postcodes IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE. Zone 3 Northern Ireland, Isle of Man and Isles of Scilly. Postcodes BT, IM, TR International prices When you ve chosen a service for your parcel, the tables on pages will show you the price of delivery for the country you are sending to. When calculating the price of a parcel, please round up to the next half kg. For example, if you re sending a 9.7kg parcel by globalpriority to the Channel Islands, the cost will be 42.50, the price for 10kg. Prices are in pounds sterling. International deliveries are made during standard business hours, which may vary from country to country. For international parcels weighing over 10kg, please ask at the counter for full price details or visit parcelforce.com All prices included in this guide are inclusive of VAT at the appropriate rate. If your business is VAT registered then you can recover VAT on parcel services in the usual way. Visit parcelforce.com/vat to find out more. Competitive pricing Competitive pricing for more than one parcel going to the same address. If you have more than one parcel going to the same address you can benefit from our competitive consignment rates see pages 8 and 10 for example calculations on how much you could save. This is available on all UK Services, globalexpress and globalpriority only. Delivery policy We deliver to an address, not a named individual. When no-one is available to accept the item, we will try and deliver to a neighbour or local Post Office branch where it will be held for 16 days. A card will be left informing the recipient of the attempted delivery and where the parcel can be collected from. For full details see parcelforce.com Extended delivery times exist for outlying areas. Please visit parcelforce.com for further information. 13

14 Zones 1-3 United Kingdom Zone 4 Channel Islands 14 express9 express10 expressam express24 express48 up to 2kg up to 5kg up to 10kg up to 15kg up to 20kg up to 25kg up to 30kg per extra kg Zone 5 Republic of Ireland globalexpress globalpriority globalvalue irelandexpress up to 0.5kg up to 1.0kg up to 1.5kg up to 2.0kg up to 2.5kg up to 3.0kg up to 3.5kg up to 4.0kg up to 4.5kg up to 5.0kg up to 5.5kg up to 6.0kg up to 6.5kg up to 7.0kg up to 7.5kg up to 8.0kg up to 8.5kg up to 9.0kg up to 9.5kg up to 10kg globalexpress globalpriority globalvalue up to 0.5kg up to 1.0kg up to 1.5kg up to 2.0kg up to 2.5kg up to 3.0kg up to 3.5kg up to 4.0kg up to 4.5kg up to 5.0kg up to 5.5kg up to 6.0kg up to 6.5kg up to 7.0kg up to 7.5kg up to 8.0kg up to 8.5kg up to 9.0kg up to 9.5kg up to 10kg Channel Islands are classified as international destinations. Zone 6 Belgium, Netherlands, Luxembourg globalexpress globalpriority globalvalue up to 0.5kg up to 1.0kg up to 1.5kg up to 2.0kg up to 2.5kg up to 3.0kg up to 3.5kg up to 4.0kg up to 4.5kg up to 5.0kg up to 5.5kg up to 6.0kg up to 6.5kg up to 7.0kg up to 7.5kg up to 8.0kg up to 8.5kg up to 9.0kg up to 9.5kg up to 10kg All prices included in this guide are inclusive of VAT at the appropriate rate.

15 Zone 7 France, Germany & Denmark globalexpress globalpriority globalvalue up to 0.5kg up to 1.0kg up to 1.5kg up to 2.0kg up to 2.5kg up to 3.0kg up to 3.5kg up to 4.0kg up to 4.5kg up to 5.0kg up to 5.5kg up to 6.0kg up to 6.5kg up to 7.0kg up to 7.5kg up to 8.0kg up to 8.5kg up to 9.0kg up to 9.5kg up to 10kg Zone 8 Italy, Spain, Portugal & Greece globalexpress globalpriority globalvalue up to 0.5kg up to 1.0kg up to 1.5kg up to 2.0kg up to 2.5kg up to 3.0kg up to 3.5kg up to 4.0kg up to 4.5kg up to 5.0kg up to 5.5kg up to 6.0kg up to 6.5kg up to 7.0kg up to 7.5kg up to 8.0kg up to 8.5kg up to 9.0kg up to 9.5kg up to 10kg Zone 9 Rest of Europe Zone 10 USA & Canada globalexpress globalpriority globalvalue globalexpress globalpriority globalvalue up to 0.5kg globaleconomy up to 1.0kg up to 0.5kg up to 1.5kg up to 1.0kg up to 2.0kg up to 1.5kg up to 2.5kg up to 2.0kg up to 3.0kg up to 2.5kg up to 3.5kg up to 3.0kg up to 4.0kg up to 3.5kg up to 4.5kg up to 4.0kg up to 5.0kg up to 4.5kg up to 5.5kg up to 5.0kg up to 6.0kg up to 5.5kg up to 6.5kg up to 6.0kg up to 6.5kg up to 7.0kg up to 7.0kg up to 7.5kg up to 7.5kg up to 8.0kg up to 8.0kg up to 8.5kg up to 8.5kg up to 9.0kg up to 9.0kg up to 9.5kg up to 9.5kg up to 10kg up to 10kg Price per extra 0.5kg up to 30kg available on request. Weight and size limits may vary by destination. Please ask at the counter for further details. 15

16 Zone 11 Far East & Australasia Zone 12 Rest of the World globalexpress globalpriority globalvalue globaleconomy globalexpress globalpriority globalvalue globaleconomy up to 0.5kg up to 0.5kg up to 1.0kg up to 1.0kg up to 1.5kg up to 1.5kg up to 2.0kg up to 2.0kg up to 2.5kg up to 2.5kg up to 3.0kg up to 3.0kg up to 3.5kg up to 3.5kg up to 4.0kg up to 4.0kg up to 4.5kg up to 4.5kg up to 5.0kg up to 5.0kg up to 5.5kg up to 5.5kg up to 6.0kg up to 6.0kg up to 6.5kg up to 6.5kg up to 7.0kg up to 7.0kg up to 7.5kg up to 7.5kg up to 8.0kg up to 8.0kg up to 8.5kg up to 8.5kg up to 9.0kg up to 9.0kg up to 9.5kg up to 9.5kg up to 10kg up to 10kg Price per extra 0.5kg up to 30kg available upon request. Weight and size limits may vary by destination. Ask at the counter for further details. HM Forces: Worldwide Weight up to (kgs) Price ( ) Compensation rates available for loss or damage Services Maximum inclusive compensation express9, 10, AM 200 Additional compensation available Maximum total cover Refunds for delay Refund if not delivered on or before the stated delivery day, or later than the stated delivery time % express % express48 BFPO Worldwide for the first additional 100 cover % N/A globalexpress irelandexpress for every subsequent 100 cover % 100% globalpriority % globalvalue N/A globaleconomy N/A N/A N/A N/A 16 Surcharges redelivery charges for UK items returned to the depot Redelivery to the same address Free of charge Requested delivery to a Post Office branch 1.00 Collect from Redelivery to a different address 5.50 Parcelforce depot Redelivery on a Saturday Surcharges globalexpress Address correction 6.00 Returned shipments/goods 39.00

17 Parcel checklist Choose your service from our range of delivery speeds, levels of tracking, inclusive compensation and guarantees. Check that we can carry your parcel. It is your responsibility not to send anything classed as prohibited. Please read the prohibitions and restrictions guidelines before packaging a parcel. These can be found at parcelforce.com/ retailprohibitions Check the delivery time and size and weight limits for your destination. Choose an appropriate level of compensation for loss/damage for the value of your parcel. Not all items are covered by our compensation cover. Read our packaging guidelines to make sure that your parcel is packaged securely for its journey. Write your details including sender s name, address, postcode and phone number on the reverse of the parcel. Write the recipient s name, address, postcode and phone number on the largest side with your barcoded service label. Sign your receipt to accept the Parcelforce Worldwide Conditions of Carriage. Keep for your tracking number (where available). Track your parcel s journey on parcelforce.com/track (where available). For further information ask at the counter or visit parcelforce.com Please note for international services Delivery information for overseas destinations local practice means that sometimes parcels are delivered to a local post office in the destination country. Items addressed to PO Boxes we cannot always accept items addressed to PO Boxes. You cannot send any parcels addressed to a PO Box on our globalexpress service. Customs Packs fully complete and sign a customs pack for ALL destinations worldwide for globalexpress. For our other international services, complete a customs pack for destinations outside the EU only. This must include details of the contents, value and weight of your parcel plus contact details for the sender and recipient. Parcel checklist 17

18 Are your contents packaged correctly? Packaging It s really important that you package your items well, to keep them safe on their journey. Wrapping your items All items should be placed within an inner box and wrapped in bubble wrap. Multiple items within a parcel should not touch to prevent movement in transit. Contents should be placed and be packed in a rigid cardboard box and sealed to prevent opening during transit. Note that some items are subject to specific quantity rules. Fragile items Fragile items need extra protection such as polystyrene chips, polythene foam, bubble wrap or crumpled paper. Further packaging advice Detailed packaging advice is available at parcelforce.com along with specific packaging advice for electrical items (e.g. PCs, laptops, DVDs and printers) and musical instruments (e.g. guitars). Items are subject to specific packaging rules which are detailed in the Retail General Prohibitions and Restrictions at parcelforce.com/retailprohibitions Strong outer packaging A corrugated fibreboard box with a quality outer wrapping is best. Sealing the parcel Open edges of the parcel should be sealed, top and bottom, with plastic or reinforced carton tape, rather than ordinary household tape. Parcels must not be strapped together or bound to another parcel. Strapping around boxes is not suitable as this can get caught and cause damage to your and other parcels. Either place all items in one box or send them in separate parcels (all UK services, globalexpress and globalpriority offer competitive consignment pricing when several parcels are going to the same address). 18 We do not pay compensation for loss or damage, or refund for delay for parcels that have been strapped together or bound to another parcel. Labelling of goods (luggage) Labels glued on to luggage items often become detached. Make sure you attach the label by using a clear plastic envelope and attach this envelope to a handle or strap on the item using a bag tie. Clear, accurate addressing Make sure the recipient s name, address and postcode is clearly written on the parcel. In addition, write your own name, address, postcode and phone number on the outside and inside of the parcel, in case there are any queries during transit. The phone number of the recipient is also helpful and for globalexpress the telephone numbers of the sender and the recipient must be written on the customs pack. Correctly completed documentation Check all documentation is accurately completed to avoid any delay in transit. Make sure the service barcoded labels are securely attached to the parcel and are clearly visible. Customers sending to non-eu destinations will need to declare the parcel contents on the customs pack. For globalexpress this is a requirement for all destinations. Is the outer packaging strong enough? Make sure the outer packaging is strong enough for the weight of the parcel. Compensation claims for damage of contents will be invalid if the parcel is inadequately packed or if the packaging is not retained for verification. Please note: Find further details on choosing suitable outer packaging material at parcelforce.com

19 General prohibitions and restrictions Prohibitions or restrictions may apply to goods. Ignoring them can lead to delays, accidents or damage to other parcels. In common with other major delivery companies, there are certain goods and substances that we cannot accept and must not be sent by customers. To comply with transport legislation, to protect the health, safety and wellbeing of our employees and customers, and ensure that parcels in transport do not present a danger to the general public, Parcelforce Worldwide restricts or prohibits certain items from its network. What are the restrictions and prohibitions? Dangerous goods are articles or substances which are capable of posing a risk to health, safety, property or the environment. Existing regulations prohibit sending the majority of dangerous goods in the mail and in those cases where they may be sent there are certain requirements/restrictions that must be met, including in relation to quantity, volume, packaging and labeling. We call these items either prohibited or restricted goods and a list of these items can be found on our website parcelforce.com/retailprohibitions Some examples of prohibited or restricted goods are given below: Prohibitions Aerosols Lithium batteries Paints Nail varnish Perfumes and aftershaves Fireworks Cigarette lighters Butane cylinders Spray paints Matches Hair dyes and peroxides Pesticides Petrol (may be in car parts) Poisons Mercury Lead acid batteries Rust removers Asbestos Dry-Ice Please check the Parcelforce Worldwide website before posting at parcelforce.com/retailprohibitions as the most up to date position can be found on the website. 19

20 Restricted goods 20 Alcoholic beverages Alcoholic beverages may be restricted or prohibited depending on their ABV (% Alcohol By Volume) and should not be in more than 1 litre per receptacle (bottle). Alcoholic beverages that will result in excise duty cannot be sent to certain destinations on the globalpriority or globalvalue service. Alcoholic beverages cannot be sent on the globalexpress service. See parcelforce.com for further information or ask at the counter. parcelforce.com/retailprohibitions Batteries There are very detailed rules relating to the posting of batteries and lithium batteries in particular. These are available at parcelforce.com/retailprohibitions Non-rechargeable batteries (primary cells for example AA or AAA batteries) in good condition and in their original sealed retail packaging may be despatched. All batteries will be subject to specific packaging rules which are detailed in the parcelforce.com/retailprohibitions Damaged batteries of any sort are strictly prohibited and must not be sent. Biological Substance, Category B All infectious substances assigned to Category B must be posted in packaging that complies with Packing Instructions 650. The total sample volume/mass in any package shall not exceed 50ml/g. Infectious substances assigned to Category B are only permitted for destinations within the United Kingdom. Financial documents Any financial documents (money, banker s drafts, cheques, dividends, bonds, securities etc) which can be exchanged themselves, or with any other document, for money, goods or services, cannot be sent on Parcelforce Worldwide international services. They can be sent on a Parcelforce Worldwide UK service, but are excluded from compensation. Please refer to page 22 for details. International export licences & packaging Items requiring Parcelforce Worldwide to obtain any special licence or permit for transportation, importation or exportation; or consignments with a declared value for customs in excess of that permitted for the particular destination should not be sent on any international service. Please note: any items that are wet, leaking or emit an odour of any kind cannot be sent on any of our international services. Any items packaged in kraft paper cannot be sent via our globalexpress service. Living creatures Certain living creatures are accepted only if enclosed in packs constructed so as to prevent injury to Parcelforce Worldwide staff or its agents, or damage to other packages. The following are accepted: bees, destroyers of noxious pests and other insects sent to or from officially recognised institutions, leeches and certain parasites, silkworms. In addition the following may be sent to destinations in Zones 1 to 3: caterpillars, earthworms, fish fry and eggs, lugworms, maggots, mealworms, pupae and chrysalides and ragworms. To send any of the above, express9, express10, expressam or express24 services must be used for Zones 1 to 3. No other living creatures are acceptable. No living creatures can be sent through the globalexpress service and to certain destinations on the globalpriority and globalvalue services. For further information see parcelforce.com or ask at the counter. Perishable foodstuffs and articles Fresh fruit, meat, fish and other perishable articles should be able to withstand transit times of at least 48 hours and must be sent by a guaranteed next day service as a minimum requirement within the UK. Packages must be clearly labelled PERISHABLE. Packages of fish should be smoked or chilled, and sealed in vacuum packs before consignment. In all cases they must be enclosed in adequate polystyrene containment to prevent contamination. It is the responsibility of the shipper to package all perishable articles in such a manner that during transport within the system the contents are kept at an appropriate temperature that is unlikely to give rise to a risk to health. Perishable articles cannot be sent using our globalexpress, globalvalue or globaleconomy services. Certain international destinations prohibit the import of perishable articles, including perishable and non-perishable foodstuffs. Please check individual country restrictions before sending consignments containing perishable foodstuffs or articles (including plants, flowers, medicines, seeds and other vegetable products intended for further processing) using our globalpriority service. For more information about service availability, or for country-specific prohibitions, exclusions or licence requirements, please refer to parcelforce.com or ask at the counter. Plants Live plants may only be sent in accordance with the terms and conditions set out in Perishable foodstuffs and articles above. Prescription medicines and drugs Non-toxic and non-flammable prescription drugs sent for medical or scientific purposes, for example from a medical practitioner to a hospital, must contain the name and address of the sender and telephone number on the inside of the package in case of non-delivery, so that they may be returned without delay. See parcelforce.com/retailprohibitions for further information or ask at the counter. Sharp objects These items may only be posted if they are packaged appropriately so that they do not present a risk to employees, other packages or recipients. Works of art Works of art cannot be exported to certain destinations on the globalpriority and globalvalue services. See parcelforce.com for further information or ask at the counter. Works of art are excluded from compensation for loss and damage with globalexpress although they can be sent using this service.

21 What if I ignore the rules? Failure to comply with the legal requirements for the transport of dangerous goods puts lives at risk and is a criminal offence which may be subject to prosecution. If we identify a parcel containing prohibited goods Parcelforce Worldwide may deal with that parcel as it sees fit (without incurring any liability to the customer or recipient) and shall be entitled to charge the customer with the costs of disposal and all other costs reasonably incurred and additionally the sum of 20, if it chooses to return the consignment or any part of it. We also list some goods which are not covered by our inclusive compensation, and detail some occasions where the delivery speed guarantee* does not apply. Please remember that this section provides a guide and should be read in conjunction with the Parcelforce Worldwide UK or International Conditions of Carriage for Retail Services which are available at parcelforce.com Please check our website for prohibitions and restrictions parcelforce.com/ retailprohibitions What should I do next? Please refer to this guide and the relevant terms and conditions before packaging or posting any items to ensure you meet minimum safety requirements. It is your responsibility to check the list of prohibited and restricted items and any applicable packaging, volume and quantity requirements that apply prior to posting any item so you should always check the website at parcelforce.com/retailprohibitions. This list of prohibited and restricted items reflects our general terms and conditions. If you are posting to international destinations there may be other specific items not listed here which certain destinations will not accept, and some items are prohibited from being sent on particular services. The website also provides information on how to pack your items safely parcelforce.com/help-information/ sending-advice/packaging-guidelines * Guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection. 21

22 Claiming compensation or refunds Occasionally life creates unexpected difficulties. When this happens, our first priority is to put things right for you as quickly as we can. Compensation for loss or damage Your parcel is automatically covered up to a pre-set level of compensation and this varies according to the service used (please refer to page 16 for further details). No compensation is available for users of the globaleconomy service. Indirect or consequential loss including any labour costs, however caused, is not covered. For an additional charge, you can choose to increase your cover up to 2500 per consignment for guaranteed* services and the BFPO service or 500 per parcel for globalvalue. Musical instruments will only be covered up to the maximum amount of inclusive compensation included with the service. The amount of inclusive or additional cover varies per service. Compensation for loss or damage will not be paid if parcels are strapped together or bound to another parcel. Please make sure all items are adequately packaged and for packaging guidelines refer to page 18. We will be unable to consider claims for damage if the parcel has not been packaged properly. The lowest of the cost/sale price will be used to settle a claim subject to the maximum compensation and allowing for wear and tear and depreciation where appropriate. VAT will be reimbursed in appropriate cases. Full details of the compensation available can be found on page 16. Compensation exclusions Below is a list of goods excluded from compensation for loss/damage: 1. Any dangerous, hazardous and prohibited goods (see pages 19-21) 2. Fragile items**: Car parts and body work including doors, bumpers and headlights Cases (including suitcases and musical instrument cases) when used as external packaging Ceramics or composites wholly or partially made of china and/or porcelain Computer monitors including all-in-one desktops and i-macs Fossils, stones or stoneware including fragonite Furniture flat packed and ready built Glassware items partially or wholly made of glass, e.g. bottles or containing glass, e.g. picture frames that contain glass Lighting damage in transit or in handling of fluorescent tubes, neon lighting, X-ray tubes, light bulbs etc or any other inherently fragile items Marble or any stone derivatives including granite Musical instruments no enhanced compensation is available Plaster items including plaster of paris, fibre clay Resin items including amorphite, amber and composites Televisions including CRT, LCD, LED and Plasma screens 3. Perishable foodstuffs and articles: Eggs** Cakes of all types** Plants, cut flowers and seeds (see below) All other perishable foodstuffs and articles (including plants, flowers, medicines, seeds and other vegetable products intended for further processing), may only be sent in accordance with the terms and conditions set out under the heading Perishable foodstuffs and articles in the Restricted Goods section of this document. In the case of Consignments for delivery in the UK which contain perishable foodstuffs or articles, these must be sent by a guaranteed* next day service as a minimum requirement, and be able to withstand transit times of at least 48 hours. Claims for damage will not be accepted where the goods have perished and the parcel was delivered within 48 hours. Please also note that claims for damage caused by late delivery will not be accepted where this was outside of our control. In the case of Consignments containing perishable foodstuffs or articles sent using our international Services, we will not pay compensation for loss or delay of the Consignment or damage to the items 4. Money: Money, coins, financial documents (money s equivalent). This includes banker s drafts, current bank notes, currency notes or coins, postal orders, cheques or dividend warrants, bearer securities including share warrants, scrips or subscription certificates, bonds or relative coupons, unfranked postage stamps or revenue stamps (except a revenue stamp embossed or impressed on an instrument which has been executed) coupons, vouchers, tokens, lottery tickets, scratch cards or similar items which can be exchanged themselves or with any other item for money, goods or services, national insurance stamps, all tickets, including travel and events. Out of circulation coins (not made of gold or silver) are classed as collectables Negotiable documents Stamps: unobliterated postage or revenue stamps. Out of circulation stamps are treated as collectables for compensation purposes Tickets, or tickets which are exchangeable for goods or services e.g. airline tickets 5. Valuables: Antiques (objects over 100 years old) Articles made largely or wholly of gold, silver or other precious metals Diamonds and other precious stones Fur (except imitation) Jewellery (except imitation) Sim cards Watches The following items are goods excluded from compensation when using the globalexpress service, these are in addition to the items included under Compensation exclusions: Artwork including any work created or developed by the application of skill, taste or creative talent for sale, display or collection. This includes without limitation items such as paintings, drawings, vases, tapestries, limited edition prints, fine art, statues, sculptures, collector s items, customised or personalised musical instruments or similar items Film or photographic images, including photographic negatives, photographic chromes and photographic slides Other any items or commodities that by their inherent nature are particularly susceptible to damage, or the market value of which is particularly variable or difficult to ascertain are also excluded from compensation cover Auction websites To process claims made for items purchased using an auction website, the auction reference number and final receipts of purchase will be required. ** In the case of these fragile items we ll pay a refund for delay or compensation for loss of parcels, but not damage to the items. 22

23 Collectable items Items which have appreciated in value either due to their scarcity or due to their being out of production are not excluded from cover. However, any loss of, or damage to any collectable shall be limited to the actual price paid for the collectable and shall not exceed Parcelforce Worldwide s stated limits of compensation as set out in the compensation table, subject to the customer providing satisfactory written or printed evidence. Refunds for late delivery Where there is a guaranteed* delivery service, you may claim a refund of the whole or a proportionate part of the consignment charges if your consignment does not arrive at its destination within the specified guaranteed* delivery time that you choose. Refunds for delay on consignments where there is more than one parcel are paid on a pro-rata basis. express9, express10, expressam With these services we ll refund 100% of the consignment charges if delivered later than the stated delivery time. express24 With this service we ll refund 50% of the consignment charges if not delivered on the stated delivery day. express48 With this service we ll refund 25% of the consignment charges if not delivered on or before the stated delivery day. globalexpress and irelandexpress With these services we ll refund 100% of the consignment charges if not delivered on or before the stated delivery day. globalpriority With this service we ll refund 25% of the consignment charges if not delivered on or before the stated delivery day. globalvalue and globaleconomy No refund is payable for late delivery on these services. When our delivery speed guarantee does not apply We may, from time to time, suspend guarantees from any of the compensation arrangements due to circumstances beyond our control. The customer is not entitled to a refund for late delivery in any of the following circumstances. When: The consignment is held up in a customs clearance process Documentation or address is incomplete or incorrect The consignment is seized by a customs or governmental authority or by any regulatory agencies The consignment is not in compliance with the terms and conditions and as a result the consignment is not accepted by the international transportation service we have selected The consignment requires collection by the recipient The consignment is addressed to a PO Box on any UK service and for some selected destinations on our international services please ask at your local Post Office branch for details An item is sent directly to a local post office overseas The consignment has not been packed adequately The consignment contains prohibited or restricted goods The consignment does not have a full address, zip code and telephone number for the shipper and recipient or does not have all relevant customs packs and labels on Any computer system is affected directly or indirectly by any virus Parcels have been strapped together or bound to another parcel Force majeure. Anything outside the control of Parcelforce Worldwide including (but not limited to): fire; flood; explosion; accident; adverse weather conditions; traffic congestion; mechanical breakdown; obstruction of any private or public highway; riot; governmental act; act of God; terrorism; war; or from any industrial dispute whatsoever When indicated on the country-specific information that the guarantee does not apply. This information can be found at parcelforce.com/countries or ask at the counter Where perishable foodstuffs or articles are sent using our international services The above list is not definitive and each individual claim for late delivery will be assessed on its own merits. Claiming compensation and refunds It s important that you always keep your copy of the receipt and any relevant documentation for each parcel you send and a receipt (or similar proof of value) for the contents. Value of items can be depreciated to reflect current market value, wear and tear. Premiums paid for enhanced compensation are non-refundable in all cases. Any claims which overstate the value of the contents will be rejected no payment towards the value of the contents will be made, although any relevant refund for delay payment will be made. In making a claim all types of compensation or refund for delay you believe relevant should be applied for. The recipient must keep all packaging and any damaged items for inspection until the claim is resolved. The recipient may be asked to complete a questionnaire and/or to provide photographs of the item and the packaging. To progress any claim, any such information requested by Parcelforce Worldwide must be provided within 21 days. If you ever need to make a claim, log on to parcelforce.com or collect a claim form from the counter. If claims for loss or disputed delivery are made, the recipient may be asked to affirm that the item was not delivered and its value (if known). All UK claims must be received within 30 days of despatch. International claims must be made within the following timescales: 15 days of despatch for globalexpress; 30 days of despatch for irelandexpress and globalpriority; and 120 days of despatch for globalvalue and BFPO. Appeals against decisions on claims settlements must be made within 30 days of receipt of the claim settlement letter, in writing, to the address shown on the claim settlement letter. As part of our security operations we carry out rigorous checks on consignments. This may involve X-ray screening, decompression, or in exceptional circumstances, the opening of a parcel. If a parcel fails any of these checks, service guarantees may be suspended and related compensation claims refused. Items sent overseas Claims for compensation for loss/damage will not be accepted where the goods shipped are prohibited by the country of destination. For some international destinations there is no compensation payable for any service. The countries to which this restriction applies can vary, so please check parcelforce.com/countries or ask at the counter for the latest information. * Guarantee definition: A refund of the whole or a proportionate part of the consignment charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services. Delivery time begins from date of collection. 23