Collection and Delivery
Can I have a morning collection?
Probably not. You can specify a package ready time, which may be up until 3pm, although this depends on your area. Your package will be collected between this time and 5.30pm.
Do you only collect boxes?
We can collect boxes, letters and jiffy bags. We can also collect odd shaped items providing that the goods are bubblewrapped and covered.
It's 4pm and my collection hasn't happened...
Collections are up until 5.30pm. Please feel free to contact us after 4pm if you are concerned about your collection, and we can check with the depot.
What compensation do I get if my package is not collected on time?
Our only service that offers 'guaranteed collection or your money back' is the Urgent Same Day service, available to UK & European 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.
Will BIGGER Parcels contact me if my collection fails?
BIGGER Parcels 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.
What compensation do I get if my package is not delivered on time?
If your consignment was sent on a guaranteed service then you will receive a full refund should the delivery exceed the guaranteed time after it has been collected.
What is classed as Furniture?
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.
What appliances are classed as White Goods?
Dishwasher,clothesdryer,freezer,refrigerator,cooker, also known as range, stove, oven, cooking plate, or cooktop,water heater,washing machine,trash compactor,microwave,Air Conditioner.
How much is my Consignment covered for?
All services have an inclusive cover of £50.00 for loss or damage. You have the option of increasing the insurance for an additional charge.
Customs Advice
Will I have to pay customs charges when I send a package?
This is unpredictable and is at the discretion of the customs in the destination country.
If they do impose charges, the recipient will be contacted by the customs directly and we cannot get involved in the process.
How should I describe the goods?
The simple answer is to be as descriptive as possible. Never put 'gift' or 'goods' as this will delay the item in customs whilst the classify exactly what the item is. You must enter every item individually and be as descriptive as possible to avoid delay.
What value do I place on the goods?
The value entered must be for the replacement value of the goods, therefore there should never be a need to put a nil value. If an item is not replacable then it should not be sent and we cannot mail personal affects.
Damaged Items
Do I sign for my goods if they are damaged?
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.
Do I need to keep the packaging?
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.
What cover does my consignment have?
All services come with an inclusive transit cover of £50. Additional transit cover can be added at up to £1000 in consignment value.
What do I need to start a 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
Who can start a claim?
Only the person that placed the order can start a claim and only the person who placed the order will be paid out.
How much time do I have to submit a loss or damage claim?
All claims must be received within 28 days of the date of booking. We will not be able to process claims received after this date.
How long will my claim take?
The industry standard to resolve a claim is 8-12 weeks. BIGGER Parcels aim to conclude any claim received within 28 working days.
Are there any exclusions to the Transit Cover?
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.
How will I get my item back?
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.
How do I start a claim?
Please send all the relevant information to: customerservices@biggerparcels.com
What value do I place on the goods?
The value entered must be for the replacement value of the goods, therefore there should never be a need to put a nil value. If an item is not replacable then it should not be sent and we cannot mail personal affects.
Online Booking
I don't want to book online, can I ring it through to you?
In order to keep our prices low, we cannot take telephone bookings with the exception of specialised services such as Urgent Same Day
Payment Methods
We currently accept the following payment methods:
Visa, Mastercard, Switch/Maestro, Solo, Delta, Electron and Paypal.
Do you offer credit accounts?
Not normally. If you are a limited company and send more than 50 packages a week, we may be able to offer you an account subject to status.
Do I need a printer for some services? 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.
For this, you will need a good quality B&W or colour printer.
I made a mistake online, how do i change this?
Please e-mail Customer Services with the required changes and we will confirm if we are able to ammend the booking or whether you will need to re book.
customerservices@biggerparcels.com
Can I add additional transit cover?
Additional transit cover can be added in set increments and is charged at 2% of the declared value.