Frequently asked questions

Collections

• What is the cut off time for booking in a collection?

• How do I cancel my collection?

• Can I rearrange my collection?

• My parcel has not been collected, what can I do?

• Can I have multiple packages collected?

• Do you offer weekend collections?

• Can you collect my package today?

• What time will my package be collected?

• Can I arrange for it to be collected from someone else?

• Will you collect my parcel?

• What is a hybrid courier?

Drop Off Services

• Where is the nearest package drop off point?

• Do you have a drop off service?

Delivery

• Can I ship large or heavy packages?

• Do you offer door to door delivery?

• How do I track my parcel delivery?

• What is an expedited shipping service?

• What time will my item be delivered?

• How long will it take for my package to be delivered?

• My package is lost- what should I do now?

• Do you offer cheap international shipping services?

• What should I do if my package is late?

• What happens if my item arrives damaged?

• My item is being returned what do I need to do?

• Can my item be delivered on the weekend or Bank Holidays?

Pricing and Booking

• What cheap shipping service can I book?

• How do I get a shipping quote?

• How much does it cost to ship a package to...?

• Why are your prices so low?

• I do not know the weight or dimensions of the package- can I book?

• What can I send using your package delivery services?

• Can I add protection cover to my order?

• What payment methods can I use to place an order?

• Why can I not get a shipping price for my destination?

• What are the size restrictions for shipping my package?

• What is volumetric weight?

• Are your services suitable to ship my eBay items?

• I am a small business, can I make use of your cheap shipping?

• Can I save addresses?

General Enquires

• Why do I have two shipping labels?

• What is a courier partner?

• When should I escalate a conversation with support?

• Can I ship auto parts via a courier?

• I have forgotten my password, can you help?

• How do I report a problem?

• Do you offer business shipping rates?

• Do you have a courier for exercise equipment?

• Can I send clothes via courier?

• Do Parcel Monkey have a contact phone number?

• Is it possible to ship a tent using your courier services?

• Can I send to a PO Box address?

• Can I ship a wedding dress?

• Can I send toys via a courier?

• Can I use Parcel Monkey for shipping vinyl records?

Documents

• What documents do you need to attach for shipping within the EU?

• How do I get my shipping label for my package?

• What documents are needed to ship outside of the EU?

• When will my label be available?

Customs

Common questions about Customs Clearance

• How do I complete a customs declaration form?  

• How do I attach my customs documents?

• Will my package be subject to customs charges?

• What is DDU and what is DDP?

• My tracking says there is a customs issue? What should I do?

• Why can’t I return a parcel to Amazon?

• How much is UK import tax?

• Who has to pay the customs duty and how?

Packaging

• How should I package my parcel?

• Do you offer a packaging service?

• How is my package handled during shipping?