Terms & Conditions

Parcel Holders is a trading name of Parcel PickUp Limited, registered company no.6508943.

PickUp DropOff point, PUDO and PickUp shop are all terms for collections points.

Deliveries will be accepted on the following conditions:

1. Labelling

Please follow online instructions for labelling of consignments. Parcel Holders cannot be held responsible for the loss of a parcel if the address is incorrect or incomplete.

2. Claims

We will compensate customers within 28 days in full in the event of loss, theft or damage, where the claims process has been completed.

However, where evidence of a delivery to the Parcel Holders PickUp DropOff point does not exist and the collection point disputes receiving the delivery, compensation for a missing delivery is strictly at the discretion of Parcel Holders.

We require that before any claim is commenced, you have taken steps to ensure that:

a. The delivery was sent by the supplier to the correct Parcel Holders collection point;

b. You have waited a reasonable length of time for the delivery to arrive at the Parcel Holders collection point;

c. You have checked, and are able to prove that you have paid the supplier for your delivery;

d. You can demonstrate that you have requested and been rejected for compensation from the online retailer;

e. You can demonstrate that you have requested and been rejected for compensation from the courier;

f. You have requested and recorded relevant courier tracking reference numbers from the retailer. Parcel Holders will require a Proof of Delivery (POD) with a signature of a member of the staff working at the PickUp DropOff point. Where available, GPS tracking of the POD will additionally be required.

Having followed these steps and having been unsuccessful in locating or being compensated for your lost/stolen delivery, you may start the claim application process with Parcel Holders. We may request evidence that you have followed the steps above before proceeding with your claim application.

Furthermore, we may require that you permit us to discuss your delivery with the retailer, courier company and financial institution directly.

Moreover, in the event that Parcel Holders has compensated you for a lost or stolen item/s, the item/s then become the property of Parcel Holders. You are required to inform Parcel Holders immediately should any item subsequently be delivered to you, found or retrieved. As, now the property of Parcel Holders, Parcel Holders may take ownership of and dispose of items as it feels fit. Furthermore, Parcel Holders reserves the right to request that you purchase goods back at the original price with the compensation you received.

3. Delays

Parcel Holders does not take responsibility, and shall not be held liable, for any additional costs incurred by any party, due to loss or delay as a result of using the Parcel Holders service.

4. Conditions of service

Parcel Holders reserves the right to withdraw service from customers, without explanation or advanced warning.

5. Size and weight

The maximum weight of a consignment must not exceed 15 KG. We operate a fair usage policy in relation to the size of consignments sent. A consignment sent through our network must be easily manageable by one individual. It must also easily fit through doorways. Where a PickUp DropOff point has contacted us with concerns about the size of a consignment, we reserve the right to request collection of the consignment on delivery or as soon as possible afterwards.

6. Exclusions

Parcel Holders does not accept responsibility for:

a. Time sensitive deliveries (such as tickets) unless prior consent from the Parcel Holders collection point has been given and agreed, in writing on a per delivery basis;

b. Items which require payment on delivery;

c. Items which require a licence or special training to handle;

d. Items which are visibly broken, damaged or leaking;

e. Deliveries containing live animals or live animal foodstuffs;

f. Illegal items of any description;

g. Any food items such as fruit and meat delivered from outside the UK, or anything else which may be illegal to import;

7. Collection

Business customers are expected to collect the majority of their consignments delivered to PickUp DropOff points within 48 hours of delivery. In special circumstances, Parcel Holders may require that consignments are collected on request.

Normal practice however, is that all standard size consignments must be collected from PickUp DropOff points within a maximum of 5 working days of delivery. Parcel Holders does not take responsibility for, or insure, consignments that exceed the 5 working day period. If the 5 working day period is exceeded, Parcel Holders may return consignments to a customer’s premises (or the customer’s suppliers premises) and charge for the expenses incurred plus an administration fee. A daily holding fee may also be applied for late collection. If fees are not paid upon request, Parcel Holders reserves the right to take possession of consignments to cover costs.

Parcel Holders will endeavour to take collection of and store your parcels in a safe environment. However, we cannot be held responsible for the natural deterioration of goods while in our care. Therefore, collection should be made as soon as possible.

If for any reason you are unable to collect your parcel/s within 5 working days please contact Parcel Holders customer services dept.

Parcel Holders does not make onward deliveries as a matter of course. If we have been unable to contact you and have received no instruction from you within 4 weeks from the delivery date, we reserve the right to dispose of your consignment. Please note that this is a last resort and we will always do our best to get hold of you first.

Customers collecting consignments must be a minimum of 18 years old on the date of collection.

8. Prices

Parcel Holders reserves the right to change or amend its prices and services at any time and without prior notice. However, changes will only be implemented after they have been published on the Parcel Holders website. Please see Prices and Payment for further details.

9. Data protection and privacy

Parcel Holders collects information to process your parcel delivery requirements. In order to accept your parcel/s, we require you to register by providing us with your name, home address, email address, mobile phone number (if applicable) and a personal password of your choosing (to enable you to login).

Information collected from you will not be given to any other party for marketing purposes. However, we retain the right to disclose personal information to the appropriate legal authorities, where we believe this may aid in the prevention of fraud. Furthermore, we retain the right to share your personal information with retailers, courier companies and financial institutions, to track your deliveries and/or aid in the prevention of fraud.

Your details will normally be kept on our system indefinitely. However, should you decide to no longer use the Parcel Holders service, you may request to have your details removed from our database.

We will only ever use your information lawfully, in accordance with the Data Protection Act 1998.

10. Cessation of service

In the unlikely event that Parcel Holders ceases business, users will be informed immediately. A time period of 1 month will be given for the collection of all parcels.

11. Special items

If you are having delivered food items, medicines or anything else which may require special handling, you must inform your Parcel Holders agent before you make your purchase. We cannot be held responsible if your item cannot be taken delivery of by Parcel Holders and you have already purchased it.

If you are in any doubt of your parcel’s suitability, please contact us before arranging delivery of your purchases and filling out your Parcel Holders submission form.

12. Terms of service

Parcel Holders reserves the right to change or amend its prices and services at any time and without prior notice.