FAQ

In order to keep our prices low, we cannot take telephone bookings but you can make a booking via email This email address is being protected from spambots. You need JavaScript enabled to view it..

You have an option to choose the payment method at the check out. You should make your payment in advance. The easiest way to do it is straight on our website. We currently accept the following payment methods: Visa, Mastercard, Maestro, Solo, Delta, Electron and Paypal and bank transfer. For billing information please send us an email This email address is being protected from spambots. You need JavaScript enabled to view it.

All parcels sent outside of EU must have a custom invoice/Proforma attached to each parcel. Please print the invoice out and attache it to the parcel in a plastic pocket. Print your custom invoice template here.

Some of our services need a Shipping Label to be attached to your packages, so you will need to be able to print these out. Your label will be sent to you via email. If you don't have a printer but want to use our service please email us at This email address is being protected from spambots. You need JavaScript enabled to view it. and we can arrange for courier to provide a label for you. NOTE *Parcels to/from Poland don't require shipping label (It will be provided by the courier on collection).

DPD Classic Parcel's maximum weight is 30kg. Parcel's Girth= 1 x Length (cm) + 2 x Height (cm) + 2 x Width (cm). Maximum Parcel's Length is 175cm. Maximum Girth 300cm. Note: Your item will be refused if you under-declare dimensions or weight and a surcharge of £50 will be applied!
TRANSIT TIME: 1-2 working days to a neighbouring country (France, Germany, Belgium etc.). Europe within 2-5 working days. Check exact transit time here. None of these delivery times is guaranteed but in 98% of the cases we deliver on time or even earlier than stated here. Please note that in exceptional cases parcels can be delayed (e.g. due to customs control, holiday in a transit country, snowstorm). Note that collection on the next day is possible if you order before 5pm one working day before your desired collection.

 

Sending a parcel

Probably not. You can specify a package ready time, which may be up until 3pm, although this depends on your area. You will receive a one hour collection window via SMS or email. Note that collection on the next day is possible if you order before 5pm a working day before your desired collection.

We can collect boxes, suitcases, letters and jiffy bags under our normal services. Any luggage that you want to send has to be wrapped well in a cling film. So that tracking labels can easily be attached. Please note that we also have a Pallet service available. Contact us for a quote at This email address is being protected from spambots. You need JavaScript enabled to view it..

Our driver will always aim to collect your consignment at the required time however our driver could be delayed due to traffic or delivery/collection issues throughout the day. Please accept our apologies for any inconvenience caused. If you wish to discuss this with us further please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. You will need your tracking number which should be provided when arranging collections.

Our driver will always aim to collect your consignment at the required time however our driver could be delayed due to traffic or delivery/collection issues throughout the day. Please accept our apologies for any inconvenience caused. To rebook collection please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. providing tracking number which should be provided when arranging collections.

Our driver will collect your parcel any time between 09:00 and 17:30 (Monday to Friday). 1 hour collection time slot is available on the collection day. Please call DPD UK directly at 01212750501 providing your collection post code or consingment (tracking number). Note that collection on the next day is possible if you order before 5pm one working day before your desired collection.

Our only service that offers 'guaranteed collection or your money back' is the service, available to UK destinations.On all other services they are either non guaranteed or guaranteed delivery only, this guarantee will only apply once the package has been collected.We are therefore only able to provide a refund of postage for failed collections on the Premium service.

MDSParcel are a courier broker and therefore not the collecting agent. We have very few collection issues, but if the collection does not take place please contact us so that we are aware and can rearrange your collection with the carrier.

Each collection booked with mdsParcel will allocate a tracking number to your parcel(s). The tracking number can be found on the copy of a label that courier gives you. Or you can email us in the evening after the pickup or in the morning and we will send you the number.You can track your parcel at www.dpd.co.uk

We apologise the information shown on line appears to be incorrect. In order for us to find out what went wrong, and take steps to ensure it does not happen again, we would be grateful if you could send us an email to This email address is being protected from spambots. You need JavaScript enabled to view it.. This will allow us to establish which individual was involved, and take the appropriate corrective actions.

We apologise your parcel has been delivered to the wrong address. Please send us an email to This email address is being protected from spambots. You need JavaScript enabled to view it. with customer reference number.

We apologise you have received someone else's parcel and thank you for bringing this to our attentions. In order for us to find out what went wrong please send us an email to This email address is being protected from spambots. You need JavaScript enabled to view it. with your tracking number.

We apologise your parcel appears to be lost or it was damaged. Please contact us on This email address is being protected from spambots. You need JavaScript enabled to view it. and provide with all the details. We will then provide you with a solution and discuss this with the courier company.

Deliveries are made any time between 08:00 and 17:00 Monday to Friday. You will receive a one hour collection window via SMS or email with additional option to cancel or rebook it to next day. Please NOTE that in December when volumes are high we may deliver up until 21:00. If you need further information please contact us.

If your consignment was sent on a guaranteed service then you will receive a full refund should the delivery exceed the guaranteed time.

Prohibited Items are those that Courier Company will, under no circumstances, accept for carriage, storage or responsibility. If you are in any doubt whether an item is prohibited you will be responsible for checking and getting information from us before sending that item. Please check DPD's prohibited items here.

• Anything that is illegal to possess under any law including firearms.
• Any item which could damage property we own or are responsible for, or could injure any person.
• Any living creature or body parts or bodily fluids.
• Pornographic material
• Dangerous Goods or Hazardous Materials. (Unless pre-authorised by the courier company H&S team)
• Any item containing unencrypted personal data or sensitive personal data (as defined by the Data Protection Act 1998)

Restricted Items are those where we accept no liability whatsoever and we will not be responsible for any loss or damage to them. If you are in any doubt whether an item is restricted you will be responsible for checking and getting information from us before sending that item.

• Artwork
• Photographs
• Antiques
• Jewellery
• Watches
• Precious metals or stones
• Cash or bullion
• Phone cards
• Vouchers (including negotiable instruments)
• Tobacco products
• Documents whether business or otherwise
• Passports
• Glass, Pottery or Ceramics
• Liquids
• Perishables
• Televisions with a screen size over 37 inches
• Hazardous Materials
• Items or substances officially classified as Dangerous Goods
• Encrypted personal data or sensitive personal data

Dangerous Goods by Air of any type including limited and excepted quantities are not permitted to travel by air in any circumstances. All limited quantities of Dangerous Goods must be sent by road/sea as per normal conditions.

We operate a parcel delivery service. Every item must be boxed (or jiffy bag / envelope depending on size) to travel in our system. Any luggage that you want to send has to be wrapped well in a cling film. So that tracking labels can easily be attached.

You must label all packages clearly with the destination address and the Shipping Label (if required) that will be sent to you via email. Please NOTE that courier will refuse to collect your parcel if label is not attached to your parcel. You will also acquire a surcharge of £10 for empty collection.*Parcels to/from Poland don't require shipping label (It will be provided by the courier on collection)

We can accept items that are  packed within a box, suitcase ready for the driver.The item must be cushioned, protected with suitable outer packaging and the corners protected.If the item is not correctly packaged the driver may refuse to collect and if the contents are not protected adequately any claim will be invalidated if damage occurs in transit. Any luggage that you want to send has to be wrapped well in a cling film. So that tracking labels can easily be attached. 

You need to know this information to use our services.The pre paid price is based on the size and weight you declare at the time of ordering. Should the shipment be larger or heavier than declared additional charges of £50 will be applied.

Please ensure you have selected the correct size Pallet to accommodate your goods and that the goods do not overhang. All goods must be shrink wrapped securely onto the Pallet. Should the carrier be providing the Pallet the goods must still be shrink wrapped as quickly as possible whilst the driver waits. Please note a surcharge may apply should the driver be kept waiting longer than 15 minutes.

If the goods are damaged, please sign to accept but note that the goods are damaged. If you sign for the goods in 'Good Condition' you will not be able to process a claim.

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

In order to process a claim the following are needed:
- Photograph of the item
- Photograph and description of the packaging
- An invoice showing the value of the consignment

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

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

The industry standard to resolve a claim is 8-12 weeks. mdsParcel aim to conclude any claim received within 28 working days.

The damaged item must not be moved until the claim is completed as this will invalidate the claim. If the claim is paid out in full, the item will not be returned. If repair costs are paid the item will be delivered back to you if you wish.

Please email all the relevant information to This email address is being protected from spambots. You need JavaScript enabled to view it.

Most services benefit from inclusive transit cover of £50 that can be upgraded up to £1000. NOTE (*Parcel to/from Poland is covered FREE up to £1000)

There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items on our Prohibited or Restricted Items list, or if the item was not boxed or packaged sufficiently. For the full list of exclusions, please refer to our Prohibited Items list and Terms and Conditions.

Furniture is classified as movable objects which may support the human body (seating furniture and beds), provide storage, or hold objects on horizontal surfaces above the ground.

Dishwasher, Clothes dryer, Freezer, Refrigerator, Cooker (also known as Range, Stove, Oven, Cooking plate or Cooktop), Water heater, Washing machine, Trash compactor, Microwave, Air Conditioner.

Guaranteed deliveries, where specified only apply to Mainland UK, further limits are placed on Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall, Northern Ireland, Highlands and Islands and Offshore Islands may be subject to a 24-48 hour delay with all carriers.

For NEXT DAY Collection most bookings must be made by 5pm. Depending on the time of day some services may offer a collection the same day as booking. If you are not sure if the collection is possible please email us at This email address is being protected from spambots. You need JavaScript enabled to view it..Collection dates are listed more than 30 days ahead so you can plan your orders in advance.