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Frequently Asked Questions

Q. Cancellations: What happens if I cancel a delivery before it is delivered to the Parcel Holders PickUp DropOff (PUDO) point?

Please call and/or email your Parcel Holders PickUp DropOff (PUDO) point immediately. Should your goods still arrive, your Parcel Holders PickUp DropOff (PUDO) point may be able to refuse to take delivery of the goods. Whether a delivery attempt is made or not, your credit card will be manually refunded by Parcel Holders for the amount of money received from you by Parcel Holders for this delivery.

Q. Cancellations: Can I cancel a delivery after it has been received by my Parcel Holders PickUp DropOff (PUDO) point on my behalf?

This depends on the retailer. Once the Parcel Holders PickUp DropOff (PUDO) point has taken delivery of the goods, it is as if you had taken delivery of those goods yourself. Therefore any return of goods must be negotiated between yourself and the retailer direct.

Q. Claims: What happens if my goods never turn up or are lost?

Having received satisfactory evidence (i.e., a qualified signature from the Parcel Holders PickUp DropOff (PUDO) point, evidence from the courier or evidence from the sender) which proves that your goods were received by your specified Parcel Holders PickUp DropOff (PUDO) point, Parcel Holders will refund the total amount, including the cost of the product and the cost of the postage & packing, within 28 working days. Parcel Holders will take ownership of the ‘lost goods’ should they subsequently arrive. Where no evidence of delivery can be provided, paying for ‘lost goods’ is strictly at the discretion of Parcel Holders. Please see our Terms and Conditions for further information.

Q. Confidentiality: Do PickUp DropOff (PUDO) points know what we're sending?

Definitely not! We require that you inform Parcel Holders of the precise details of your delivery, so that in the event of loss, damage or theft we can reimburse you accordingly. Please be aware however, that online retailers often package your goods in such a way that it is obvious what it contains.

If you feel that it would be of benefit for the PickUp DropOff (PUDO) point to know details of your delivery you can add special instructions to your delivery. These are made available to your PickUp DropOff (PUDO) point. Please see our Terms and Conditions for more information.

Q. Handling fees: How do you calculate the handling fee? Do I have to pay it?

The handling fee reflects the risk taken by Parcel Holders in relation to the value of goods we deal with on your behalf. This fee is charged to all customers on all purchases over £250. See our Prices and payment section for more information.

Q. Labelling: Can I address the delivery to myself and have the delivery made ‘Courtesy Of’ (C.O.) my PickUp DropOff (PUDO) point?

The address system is designed to avoid potential confusion between your Parcel Holders PickUp DropOff (PUDO) point and the courier delivering your items. The precise way in which your next delivery should be labelled is displayed when you book a delivery or you can view the address details again on your Account page.

Q. Labelling: What is the Label code and what is it used for?

The Label code is a 9 letter code added to your PickUp DropOff (PUDO) point's normal address. The code uniquely identifies the parcel(s) as your delivery. When your delivery arrives at the PickUp DropOff (PUDO) point, this code is used to identify your parcel(s) and to enable us to inform you your delivery is ready for collection. This code must be included in the delivery address.

Q. Labelling: can I use the same Label code multiple times?

The Label code is designed to uniquely identify each package being delivered. Whilst you could use the same code on every delivery, there would be no way to specifically identify one package from another.

We recommend you create a new label code for each delivery rather than re-using the same code.

Q. Mobile phones: I don’t have a mobile phone number. Can I still use Parcel Holders?

Unfortunately not. We require your mobile phone number to enable us to text you your delivery code. Please Contact Us if this issue affects you and we will try to find a workable solution.

Q. Payment: Can I pay Parcel Holders on receipt of my goods, rather than online?

Unfortunately not. Handling cash adds considerable extra security risks and administrative costs to the Parcel Holders PickUp DropOff (PUDO) points and therefore the Parcel Holders service.

Q. VAT: What should I do about VAT?

All Parcel Holders prices quoted on this site include VAT. When arranging a delivery please include VAT in the value of goods purchased and cost of postage and packing.

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