Obligation to our customers

  • Parcels2send will arrange collection and delivery of the consignments via a third party service with a major reputable carrier. Parcels2send do not come into direct contact with the consignments, but arrange the shipment through one of the carriers that we hold an account with. The carrier has the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large. In addition, Parcels2send has the right to refuse any order/user from our system. All queries/claims must be directed through Parcels2send via the support@parceldirect.ie email address, who will then contact the relevant carrier on the sender’s behalf. The carrier should not be contacted directly as they will not be able to discuss any shipment with anyone other than the shipper ( Parcels2send). If the carrier is contacted directly, it may cause further delays and Parcels2send may not be able to assist you with your query at a later date

Collections and deliveries are not guaranteed, but enjoy and extremely high success rate

  • If your collection fails you must contact Parcels2send via the support@parcels2send.com email address or through our website, and request an alternative collection time which will be booked as soon as possible or at another convenient time. If the collection request fails and the customer agrees to another collection date they are not entitled to a refund and proceed with the full understanding that the delivery will not take place within the original time frame. If your delivery fails for reasons beyond the control of the courier, you will be liable for the return costs or abandonment costs of your shipment. Delivery timescales are estimated business days only. Deliveries can take place Monday to Friday but not on Saturday or Sunday. Please bear this in mind when estimating the delivery of your parcel. Please check information tab on individual shipments for estimated carrier delivery timescales. We offer a Express guaranteed service in Ireland only. Standard & Economy services are not time definite guaranteed services

Parcels2send can only collect and deliver from/to a full street address

  • We cannot collect or deliver from/to a PO Box. If a consignment is collected and returned for this reason, no refund will be given. If a collection fails due to incorrect or insufficient information, surcharges will apply. These will vary depending on the country of collection, number of collection attempts and courier charges.Payment is taken by our automated system at the end of your order. Tracking is available through the Track & Trace section on our site

Airport & embassies, labelling, tracking & return costs

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  • Airport & Embassies

    Parcels2send do not collect from Airports or Embassies as a general rule. These can be extremely difficult for the courier to collect from due to very limited opening hours, security protocols and high turnover of staff. Please contact support@parceldirect.ie before making a booking for a collection at any of these locations. If a booking is made at these locations, each failed collection attempt by our partners incurs a fee of €15 which will be added to the overall shipment charge

  • Labelling

    It is the customers’ responsibility to ensure the correct label is stuck to the correct box. If the driver is bringing the shipping labels, please ensure you stick the correct label to the correct box. The drivers have limited time, so mistakes can sometimes occur. If you leave the boxes unattended or do not give clear instruction to the driver, Parcels2send can accept no responsibility for any errors or mix-ups

  • Tracking

    It is the customers’ responsibility to track their own shipments to ensure collection and delivery. If your parcel is not collected or delivered, please inform Parcels2send as soon as possible. Parcels2send can accept no responsibility for delayed collections or deliveries if we are not made aware of them

  • Return costs

    It is the customers’ responsibility to track their own shipments to ensure delivery can take place. If the courier cannot deliver the parcel to the consignee for any reason, the sender is responsible for the return costs
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Prohibited Items & Items with Limited Liability

  • If any one of the items in our Prohibited & Restricted Items List is collected by a driver you are then liable to be surcharged and your parcel returned. No refund of postage will be made and compensation claims will be void. Any damages caused directly or indirectly by shipping Prohibited & Restricted Items will the sole responsibility of the sender and they are liable for the extra costs arising from this. Please note Parcels2send booking systems are automated by computer software, therefore Parcels2send employees are unable to monitor what is being shipped, so it is the customers' responsibility to either read the terms and conditions, or enquire directly via email to see if your parcel is acceptable

Customs Clearance

  • You are pre-paying for the postage charges of your consignment only. Parcels2send has no control over any customs queries or charges that may arise. Customs charges must be paid by the sender or receiver before delivery is made. Parcels2send reserve the right to pass these charges directly onto the person that placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on. If the parcel is accepted by the consignee and customs duties arise from this delivery, Parcels2send reserves the right the pass these charges directly onto the person that placed the order. It is the responsibility of customers to know what restrictions are on goods and products they are shipping to their chosen country. Our booking system covers over 200 countries, so cannot know what is being shipped and the restrictions on them. If your shipment does not clear customs, the customer is responsible for any fees/duties/return charges Some countries outside the EU have very strict import laws, and it is the responsibility of the customer to research these before sending any items with Parcels2send. Parcels2send has no authority or ability to override these fees, charges or clearance procedures. Parcels2send, at their discretion, may assist with these

Surcharges

  • By entering the weight and dimensions of your consignment you are pre-paying for the postage. It is the responsibility of the person booking/paying, to be truthful and honest when entering the shipment details. If these details are false / fraudulent and the consignment is/are heavier or larger, the additional weight will be charged to the card that the order was placed on together with an administration charge of €15 + VAT. Parcels2send will only be aware of these charges once we have received communications from our Logistics Partner a number of weeks later. Additional charges will be confirmed in writing to the senders email. Please ensure delivery address is correct at time of booking. If the delivery address is incorrect and a correction required, a carrier will be applied together with an administration charge of €15 + VAT. Additional charges will be confirmed in writing. Please ensure you are in at the collection time that you request. A surcharge of up to 100% of the original charge may be applied if you are out or the shipment is not ready or suitable for collection, when the driver attempts to collect. If a collection fails due to incorrect or insufficient information, surcharges will apply. These will vary depending on the country of collection, number of collection attempts and courier charges. Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking. In some instances, the surcharge will not be known at the time of booking. In these instances the charge will be applied retrospectively. The automated system books and charges for the delivery. If the consignment has to be returned then the return charge is chargeable. You are pre-paying for the postage charges. Any Customs charge will be passed on in addition should they arise. We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct

Delay / Damage / Loss

  • Any item that is listed in our Prohibited and Restricted Items List will be exempt from any claim against delay, damage and loss. Please check our Prohibited and Restricted Items List before booking with parcels2send Consignments collected and or delivered in certain areas may be subject to a 24-hour delay. Your consignment must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double or triple walled box with further padding surrounding the item. Suitcases and rigid plastic containers are not suitable for shipping due to the fragile/brittle nature o their material. Wheels of suitcases can easily get damaged on conveyor belts. These items should be wrapped in bubble wrap and boxed in a suitable double/triple walled box. Fragile and delicate items should not be sent in Jiffy Bags or Padded Envelopes. In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to, including all packaging. Any claim will be rejected if parcels which are taped together become displaced, lost or damaged. Do Not Tape Multiple Boxes Together. Any claim will be rejected if your shipment contains any Prohibited or Restricted Items. Any claim will be rejected if the item is moved, disposed, repaired or if the packaging is not kept for inspection

Our Packaging Guidelines form part of these terms and conditions

  • Any item travelling through our services must be able to withstand a drop of around 1.5 metre. Fragile items should not be sent though our services using Jiffy Bags of Padded Envelopes. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product. The recipient must sign 'UNCHECKED' for all parcels that he/she is unable to check when the driver delivers. If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as 'DAMAGED' otherwise any claim for damage will be refused. It is the sender’s responsibility to inform the recipient of these terms and conditions. All claims must be brought to us via email within 5 days of receipt. Please view our FAQ section for further details on how to make a claim. Allow 10 working days for us to review all details of the claim before we contact you. The industry standard to resolve a claim is 8-12 weeks. Parcels2send aim to conclude any claim received within 30 working days, but this all depends on our delivery partners process

Liability & Claims

  • Each service comes with a limited amount of Transit cover of €20 per shipment. If you require cover on the full amount then you must cover the full value of the shipment as the additional cover replaces the limited liability cover. Cover is limited to the amount declared in the contents and value section of the website. Enhanced Transit cover applies to per consignment only and not per parcel within a multi-parcel consignment. As an example, if you were to have a consignment of 5 parcels and the value insured is €500 then each parcel is insured for a maximum of €100 (€500 cover divided by 5 parcels). If you wish to have each parcel insured for €500 then you must book 5 separate collections, insuring each parcel separately. All claims for loss or damage must be brought directly to us via email within 5 days of receipt of item or due date for non-delivered items. DO NOT contact the carrier directly as this may delay or void any claim. In the event of a claim, a purchase invoice is compulsory to prove the value of the consignment and photos must be supplied for all damage claims. Any claims for handmade or individually produced items including artwork and sculptures, will be assessed on the cost of reproduction only. If the item is insufficiently packed, the claim will be rejected. If the item is not correctly labelled, the claim will be rejected. Any claim will be rejected if the item is moved, disposed, repaired or if the packaging is not kept for inspection. Our Packaging Guidelines form part of these terms and conditions. Any required inspections will be carried out by the company carrying the goods, and decisions on claims will be based on the results of these investigations. Results of all investigations are final. Please check our Prohibited & Restricted Items List to see if you are able to make a claim. Any item that is listed in our Prohibited Items section will be exempt from our liability cover. Please view our FAQ section for further details on how to make a claim. Allow 10 working days for us to review all details of the claim before we contact you. The person placing the order is responsible for the information entered. Parcels2send will not be held responsible for wrong information that is entered and no refunds will be given in this instance. You are pre-paying for the postage charges and Parcels2send applies these charges on your behalf to our account with the relevant carrier. We are not liable for any customs charges that may arise. Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with Parcels2send. Loss or damage under the following conditions will not be covered: Act of God Consequences of war Insufficient packaging / Incorrect labelling

Prohibited contents

  • Parcels2send will deal with the person who placed the order only. Liability is limited to the cost of sending the item only and to the Enhanced Cover value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered

Complaints & severability

  • Complaints

    We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact the Managing Director via support@parcels2send.com

  • Severability

    If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected
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Governing law & statutory rights

  • Governing Law

    These terms and conditions and any contract between both parties shall be governed by and interpreted in accordance with Irish Law and the Irish Courts shall have jurisdiction over any disputes between us

  • Statutory Rights

    These terms and conditions are in addition to your statutory rights as a consumer, which remain unaffected
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