Frequently Asked Questions

How do I know when my parcels have arrived at the depot?
Once your parcel has arrived at our depot an email will automatically be sent to you for further details. 

Can I request additional insurance for my parcel?
Yes, additional insurance is available to all our members. You can provide any relevant details of additional insurance via email or using the website parcel notification form.

Can I arrange my own courier?
Yes, you can choose any courier option available. We work closely with courier companies to ensure our customers get the best deal possible.

How long do you keep my parcel once it arrives at your depot?
Parcels are normally dispatched on the same or next working day.

If I have several parcels arriving at your depot, can you hold off shipping until all have arrived at your depot and ship them together?
Yes, we offer parcel consolidation service, which save on courier cost and be more convenient to you.

How long can a parcel be stored at parcel flow?
Up to 2 weeks after arrival we do not charge. Thereafter there will be some charges.

Do you open the parcels?
Yes, but if your parcel is suspected of being prohibited or illegal. For details please see the prohibited items.

Are my details confidential and secure?
Yes, we make it a priority that member’s details are kept secure and confidential with our company.

Can I ship to different countries?
Yes if you want your parcel ship to an address, different to your address you have registered, just go to your account and click edit my details then click on change address.

Can I track my parcel?
Yes. If you select a service with tracking included. Once we dispatch your parcel an email will be sent to you with your tracking number and link to courier’s website. This is also accessible on your account page.

If I sign up, do I get PO Box or real address?
All our members receive their own unique UK address.

Will you provide a UK phone number which is mandatory when registering with some online UK retailers?
Yes. Once you have registered with us you will received an email with your unique address and phone number. This phone will be answered by our team.

What type of payment do you accept?
We accept Debits cards, credit cards, fund can be transferred through bank transfer

Will my invoice include duties taxes for my parcel?
No. This is separate and is your responsibility.

Do you deliver to PO Boxes?
Unfortunately we are unable to as most courier refuse to due to insurance and security reasons. However arrangement can be made depend upon country. Please contact our team before you place an order first.