Terms & Conditions

(updated on 16/Mar/2021)

These Terms of use apply to the services which are provided by Parcelforce Limited (“ParcelDeal”, “our”, “us” or “we”) to a user of the website www.parceldeal.com (the “Site”) and any orders for services which are made using the Site.  Any references in these terms and condition to “you”/”your” refer to a user of the Site (including any party who places an order via the Site).

If you would like to contact us regarding these Terms, you can do so at the address set out above or by emailing us at: legal@parceldeal.com

1.            OUR SERVICES

1.1          The ParcelDeal services allow you to send items with a choice of the major UK Courier Companies that we hold accounts with.  In these terms of use, we refer to these courier companies as the “Carrier”.

1.2          The carriage of items is undertaken by the Carrier and we do not carry the items ourselves.  However, your contract for the carriage of items remains between you and ParcelDeal, we manage all aspects of the interaction with the Carrier on your behalf (including, for example, the placing of the order itself and any service complaints you may have).   Accordingly, if you have any queries or issues about any order you place, you should contact ParcelDeal(quoting your reference/tracking number where available) as described in section 13.1 (below)

1.3          When you place an order with us, you can select from a range of different Carriers depending upon the services you require. We will provide our services to you using reasonable skill and care and have selected only reputable Carriers to carry Consignments.

1.4          Please note that our website allows for the automated placing of orders without any human intervention by ParcelDeal.  In other words, we do not 'check' your order before it is placed with the Carrier companies.  It is therefore essential that the order is correctly entered and declared in order for the correct Services and pricing to be displayed. Refer also to Surcharges 6.3.4

1.5          Our order process contains a check box that must be ticked before an order can be completed to state that you have understood these Terms of use. Before placing your order, you should read these Terms (and all related information which is linked to as part of the order process, including, for example, the relevant FAQ's section and the list of Prohibited / Restricted Items) to ensure that you understand the terms on which we provide our services. 

1.6          “Prohibited Items” (Including, but not limited to - hazardous items, pornographic items and tobacco products) must not be sent using our service. 

1.7          “Restricted Items” (Including, but not limited to - glass items, laptops and mirrored goods) are items which we strongly recommend that you do not send using our service.  

1.8          If, notwithstanding sections 1.6 and 1.7, you do decide to use our service to send Prohibited or Restricted Items, you should be aware that ParcelDealdoes not offer the same level of contractual protection for loss or damage to Prohibited and Restricted Items as for non-Prohibited/Restricted items.  Further details are set out below in sections 4.5, 4.6,10 and 11. 

2.                  DEFINITIONS

2.1               Listed below are defined terms which will have the following meanings in these terms of use:

2.1.1           AWB / Airwaybill / Airway bill – The documentation placed on the parcel. 

2.1.2            Carrier - means the third party courier company which carries the Consignment.

2.1.3            Consignment – Each parcel or group of parcels sent using our service to each individual address. 

2.1.4            Enhanced Cover – means an additional level of Transit Cover that replaces the included cover which is purchased at the time that an order is placed as further described in paragraph 4 (below).

2.1.5            Export Services - means a service where the Consignment is collected in the UK and delivered to an address outside of the UK.

2.1.6         Discarded - When a Consignment is 'abandoned' ,destroyed.

2.1.7           Guaranteed Collection Service - means a service where either the collection of a Consignment is guaranteed by a particular time and/or date.

2.1.8           Guaranteed Delivery Service - means a service where either the delivery of a Consignment is guaranteed by a particular time and/or date once collected.

2.1.9           Guaranteed Service – means a Guaranteed Collection Services and or a Guaranteed Delivery Service.

2.1.10        Import Service - means a service where the Consignment is collected outside of the UK and delivered to an address within the UK.

2.1.11      Pre Pay - A prepayment made to the online web account by a valid UK Credit / debit card keeping the account in credit for future orders.

2.1.12        Prohibited Item – means an item which must not be sent using our services, for example because the item is dangerous or Hazardous.

2.1.13        Receiver – The person who is receiving the Consignment. 

2.1.14        Restricted Item – means an item which it is strongly recommended that you do not send using our services, for example because the item is fragile, as is further described here Prohibited / Restricted Items

2.1.15        Transit Cover – means the financial value which your Consignment is protected up to as further described in paragraph 4 below.

2.1.16        Working Day – means in relation to the UK, Monday to Friday from 9am to 5.30pm excluding public and Bank holidays and in relation to a country that is not the UK, or in other countries, the days at times that banks are normally open for business in that country excluding public holidays.

Please note some services deliver outside of working hours – Please see service description for more information.



3.1          ParcelDeal is not obliged to accept orders from you – and a contract for the services will only be formed when we accept your order and confirm this to you.  ParcelDeal reserve the right to refuse and cancel any order and operate sophisticated Payment & Fraud security checks. 

3.2          ParcelDeal can only accept orders online from UK residents, who must be the end user and not another third party broker. A UK registered card or PayPal Account must be used to purchase in order to ensure VAT is applied correctly and any refunds / credits due can be applied.

3.3          ParcelDeal will arrange delivery of the Consignment/s through a third party service with a reputable Carrier as chosen by you at the time of ordering.  Should that service not be available once purchased you will be immediately contacted with a comparable alternative or right to cancel.

3.4          The collection of a Consignment will normally occur on your chosen date which can be booked up to 7 days ahead.  Any order can be cancelled by you and a full refund will be given up until the time that the Consignment is collected from you. HOWEVER, AFTER A CONSIGNMENT HAS BEEN COLLECTED FROM YOU, YOUR ORDER CANNOT BE CANCELLED.  This is because we have placed the order on your behalf with the Carrier and will be charged for the collection.  By arranging for the Consignment to be collected, you consent to the provision of services to you and accordingly you will not be able to exercise any legal cancellation right that you may have (also known as a 'cooling off' right) from the point when the Consignment is collected from you. 

3.5          The order and any cancellation of order will be confirmed in writing.  If this is not received, or if you require duplicate documentation, please contact our offices as described in section 13 and the transaction will be confirmed. 

3.6       An order can only be put on hold and re activated up to a period of seven days after ordering. After that point a refund should be requested and a new order placed should it be needed.

4.             TRANSIT COVER

4.1          Transit cover is the financial value which your Consignment is protected up to in relation to loss or damage in transit.  PLEASE NOTE THAT THE LEVEL OF TRANSIT COVER SELECTED BY YOU WILL AFFECT THE MAXIMUM VALUE OF A CLAIM THAT YOU CAN MAKE AGAINST PARCELDEAL(FOR EXAMPLE IF YOUR CONSIGNMENT IS LOST OR DAMAGED).

4.2          In general, each order includes £50 of Transit Cover as standard.  The exceptions to orders which relate to Prohibited / Restricted Items, where no Transit Cover is offered.

4.3          You can buy additional Transit Cover (known as 'Enhanced Cover') for an additional fee which is payable at the time of ordering.  This replaces the included cover. Further details are available in our FAQ's section

4.4          Enhanced Cover can be purchased in a range of values until your Transit Cover reaches a total value of £1000. Cover can be added in set increments of £100/£250/£500/£750/£1000 charged at 2% of the declared value and replaces the included cover. In such circumstances (where maximum Transit Cover has been selected), the maximum value which ParcelDeal will pay for loss and damage on production of proof of value will be £1000.   Accordingly, ParcelDeal does not advise sending any Consignment valued at over £1000 as no Transit Cover can be offered over this value.  A claim will only be entertained up to the covered maximum.

4.5          Enhanced Cover is not valid for Prohibited Items and will only cover Loss on Restricted Items.  Given that our website accepts orders on an automated basis, you may be able to purchase Enhanced Cover when you place your order for the carriage of Prohibited Items or Restricted Items (depending on the information which is submitted when you place your order).  If this is the case, you are entitled to a refund of the amount that you paid for the Enhanced Cover on a Prohibited item as the cover is not valid. Should a refund request be made for cover on a Restricted item, then the refund will only be possible prior to the goods being collected. Once in transit the cover is valid for Loss only as stated in these Terms.

4.6          For further details on the carriage of Restricted Items and Prohibited Items, please see sections 10 and 11 (below)  For further information on the level of claims you can make against ParcelDeal and ParcelDeal's limitation on liability, please see section 16.

5.            CHARGES

5.1          All prices quoted on this web site are in pounds sterling. 

5.2       Payment can be made by:

                                5.2.1 At the time of ordering using a valid UK Credit / debit card.

                                5.2.2 By using a card that has been previously stored securely by our payment processor through our site for repeat transactions.

                                5.2.3 By Pre paid funds that have been credited to your web account by card ( Minimum of £20, maximum £200 per transaction, Maximum £500 per card) , known as 'Pre pay facility'. A current running balance can be accessed through your account 24 hours a day. Pre Pay can only be used to pay for an order in full, not as part payment. Should you wish to withdraw money from your Pre pay account other than  through purchasing through our site please contact Customer Services for a refund. Please note minimum withdrawal is £1.00. Please note a refund will only be made to the card that was originally used to Pre pay the funds. Funds will automatically expire if not used after one year.

                               5.2.4 By PayPal.  


5.4          Regular users will be given the option to become an ParcelDeal web member. Our members will benefit from an online address book, full order management and promotional offers from time to time.

5.5          We no longer offer standard members discount, but ad hoc special offers, these Terms & Conditions apply. See 5.7

5.6          Any Promotional code that has been issued must be entered at the time of ordering and will NOT be refunded after the order is completed if it has not been entered.

5.7          To achieve any special offer price we may advertise the order must be placed during the special offer period. The online price will be correct at the time of ordering and will not be backdated if booked after the offer has expired.  

6.             SURCHARGES

6.1          Certain surcharges may be payable by you in addition to the carriage fees which are set out as the cost for the standard delivery of your order. When a surcharge is payable, it may be charged directly to the payment method used to make the initial order (if you have consented to this). If we have not obtained your consent to charge surcharges directly to your original payment method, we will contact you directly to arrange payment.  

6.2          Any Surcharges represent the additional administrative costs which will be suffered by ParcelDeal and charges which ParcelDeal may incur from the Carriers and are not penalties imposed by ParcelDeal.  This information is made available to you prior to placing your order.

6.3          For illustrative purposes, the following is a non-exhaustive list of when surcharges may be payable.

6.3.1           A surcharge of £10.00 will be applied if you are out when the driver tries to collect or if the Consignment is otherwise unavailable for collection.

6.3.2           On some services there will be a surcharge if a re delivery is necessary because the receiver is unable to take delivery when required.  Please check the service description prior to sending.

6.3.3           Other surcharges may be applicable if the receiver refuses to take delivery of the goods and they need to be sent back to you.

6.3.4           By entering the weight and dimensions of your Consignment/s you are pre paying for the postage.  If the Consignment /s are heavier or larger then the additional weight/size will be charged at the applicable rate to the card that the order was placed on together with a surcharge of £15 + VAT.  We refer to this charge as the 'Admin Charge'.

6.3.5           Saturday delivery surcharge (where you pay extra for a delivery on a Saturday) is available should the Saturday delivery service be selected and will only be applied if requested. 

6.3.6           Some areas will be subject to a remote area surcharge.  This will be calculated in the quoting system prior to the point of booking. Should a change of delivery request be made once in transit, a Surcharge may be applied depending on the new locality.

6.3.7           You are pre paying for the postage charges.  Any Customs charges for overseas shipments should be payable by the receiver or may be passed on to the Sender should they arise.  Please see the Customs clearance section 12 below which also cover return charges should the customs charges not be paid. 

6.3.8           ParcelDeal cannot carry pallets unless on the Pallet service if available.  Any order that is collected on a pallet that is booked on any of our standard services will be surcharged. 

6.3.9           The consignments must be given to the correct carrier / driver. Should the goods be given to the wrong carrier / driver we will attempt to have the parcel returned. Should this not be possible a surcharge may be applied if the service is more expensive than purchased. If you have booked multiple shipments and multiple companies through our site, please confirm with each driver that you are giving the correct shipments to them.

6.3.10        We may supply Documentation to accompany your shipment. Failure to attach this could result in a Surcharge. See section 7.6.

6.3.11        Pallet & Same Day services could be subject to a waiting Surcharge if the driver is kept waiting more than 5 minutes, or a failed collection surcharge if there is nothing to collect. A cancellation fee will also be due if the collection is cancelled within 3 hours of the collection being due. This is postcode / order specific and you will be advised on request.

 6.3.12           A surcharge will be made should a Cheque need to be re issued to an alternative name or company than the order was placed in.


7.1          Collection dates and times are not guaranteed unless you have selected a 'Guaranteed Collection Service' such ParcelDeal Premium.  A Guaranteed Collection Service offers a money back guarantee if collection fails at the date and time specified due to the carrier's error or failing.  Non-guaranteed collection services do not have this guarantee. Further details are in section 9 below.  However, please note your right to cancel an order as described in paragraph 3.4 above. 

7.2          The automated system books the collection as per the customer's request.  The system will tell you if the time slot is available and if not you can select an alternative.  Please note, we cannot specify a morning collection.  Any time slots selected are only a request and collections may be made any time from 9am up until 5.30pm should this be the driver's only option (up until 9pm on any given working day for The Yodel & Hermes Economy Service), The driver will always keep to the requested time slot where possible.

7.3          Our automated ordering system books the collection as requested by the customer.  In the rare event that the Carrier cannot make the collection please contact ParcelDeal immediately where we will re book for collection the same day if cut off has not passed or the next working day.  Please be aware that we are not aware of any issues with collection until we are contacted and the carrier should not be contacted directly as the booking is made on the ParcelDeal account with the carrier.

7.4          ParcelDeal does not come into direct contact with the Consignment/s but arrange for the collection through one of the major Carriers that we hold an account.  Please ensure the correct parcel is given to the correct collecting agent that you have chosen at the time of ordering, see 6.3.9. 

7.5          Export services can be collected from a residential address or business.  Please note the Import services are collection from a business address only. 

7.6          We may supply documentation to accompany your shipment.  You will be advised of this at the time of ordering.  This must be attached to the shipment, if not your shipment could be delayed and be subject to an additional premium (see section 6 regarding surcharges). Further instructions will be found in the confirmation email sent after the booking is placed.

7.7          Your Consignment/s must be packed to a reasonable standard, packed within a double walled cardboard box with the contents cushioned and protected inside.  The packaging must also be sufficient to protect the Consignment's weight.  It is not always obvious when a Consignment has not been packaged properly. The Carriers will assume that Consignments have been correctly packaged and will exercise a level of skill and care appropriate to that. Any claim resulting from a parcel that is not packaged to a reasonable standard and in line with the above may be declined. For further details see section 14 below.

7.8          Please note that any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services.  Please see our packaging guidelines and Prohibited / Restricted Items in addition and also sections 10 and 11 relating to Prohibited Items and Restricted Items generally. 

                  7.9          Prohibited Items and Restricted Items and Consignments which have not been packaged properly should not be sent using our services.  If they are sent using our services, the affected item could be subject to delay, return, impounded by Customs or held for collection by you or the receiver. If the goods are held to be collected, you will be notified that collection of said goods must be arranged by a certain date or the goods may incur storage charges and finally discarded. To clarify, the goods may be discarded if i) Customs remove and destroy the Prohibited item (This only applies to Prohibited items not Restricted) ii) they are damaged to such an extent that it is a Health and Safety risk (such as smashed glass); in which case you would be notified of this at the outset or ii) if they have been held for collection for a fixed time limit and the time limit advised has been exceeded.  

                  7.10        Parcels should not be strapped or attached together.  This is not a secure way for parcels to travel in the Carrier network.  Any item which is not securely packaged or strapped to another package will be treated as a Prohibited Item (see section 11 for further information)

                  7.11        The Carrier / ParcelDeal have the right to refuse a Consignment for a reasonable reason such as no packaging, insufficient packaging or the Consignment does not comply with the information given by you at the time of placing the order - for example is not labelled correctly, contains a Prohibited item or is larger than stated. 

                  7.12        Collections are made on Working days only.  Saturday deliveries are available to book online but are not guaranteed.  Refund of the Saturday surcharge will be applied if delivery is not made on the relevant Saturday.

                  7.13        Please ensure the collection point is available at the collection time that you request.  A surcharge of £10.00 may be applied if you are out or the Consignment is otherwise unavailable when the Carrier tries to collect.  For further information, please see section 6.

                  7.14        A receipt should be obtained on collection of your Consignment.  Proof of collection will be required for any issues that you may have with the Consignment or processing of your order.

                  7.15        Please note the certain services require a bar-coded label / AWB to be printed out and attached to the parcel.  During the quote & Book section it will be stated next to the service description that the service requires a Printer. The bar-coded label / AWB will be displayed at the end of your order and we will email you a copy of the relevant label to be attached.  Please do this before the courier arrives.  If you do not receive the label, please contact Customer Services as described in 13.

For all other Services the driver will provide a Waybill document that the Collection point will have to complete with the to and from address details. 

                  7.16        It is the customer's responsibility to ensure that all the details are correctly completed and displayed on the correct Consignment as delivery will be made to the details listed on the Consignment.  It is not the driver's responsibility to check this information, so please ensure this is checked before he leaves. 

                  7.17      Any consignment that is travelling outside of the UK