Q. Do I need to process a booking online or can I call through?
A. We accept telephone bookings from 9 a.m - 5.30 p.m, Monday to Friday. Please note that you can get cheaper rates if you book directly online.
Q. What happens if my goods get lost or damaged in transit?
A. You can contact our claims department on 0871 855 7474 or email sales@transglobalexpress.co.uk to find out if refunds/replacements are possible.If you would like a claim to be processed, please inform us within 2 weeks once you have discovered that your goods are lost or damaged. Once a claim has been accepted, it can take up to 3 weeks to process.
Q. Are transit times guaranteed?
A. None of the services we offer are guaranteed, they are all based around approximate times.
Q. Are customs charges handled automatically?
A. For Door to Door and Air Freight shipments, there are no customs fees for EU countries.However, for countries outside the EU, the receiver will be contacted directly by customs and will be required to pay any duties/taxes/handling fees before collecting their package. We do not get involved in the customs clearance process.
Q.Do you offer Parcel Packaging advice?
Full Parcel Packaging Guidance is available on our website. All shipments must be wrapped or packaged in some way. This is not only to protect your goods but also to prevent damage to other parcels. Carriers may also refuse to ship your goods if they are deemed to be insufficiently packaged.
To mimise the risk of delay or damage to your shipment, please follow our packaging guidelines.
Q. Do I need register my details with your website to receive a quotation?
Our website offers free, no-obligation quotations. You will only have to enter your personal details once you have received the quotation and if you wish to proceed with the booking. We do not collect any personal data from you as part of our quotation process.
Q. Do you offer parcel insurance??
All carriers provide standard liability cover which is included in your quotation. The value of this can vary between £40-£60 depending on your chosen chosen service. Please refer to your carrier's website to view their standard liability cover.
Transglobal Express also offer Enhanced Liability Insurance which gives you additional cover against loss or damage of your goods, up to a maximum declared value of £1000. You must declare the 'cost' value of your goods at the time of booking.
Enhanced Liability Insurance is optional and can be added to your order when you request a quotation or make a booking through our website.
Q. How do I make a claim if my goods are lost or damaged by the courier?
Our Claims & Liability procedures vary depending on which carrier service you are using. Please refer to our general guidelines and procedures for making a claim for loss or damage to your goods on UPS, DHL Air Express and DHL Europlus, and other carrier services.
Q. Are transit times guaranteed?
The transit times stated at time of booking on our website are realistic, however we cannot guarantee transit times on any of our services. All stated transit times are approximate and intended for your use as a guide.
We always recommend that you allow enough time to ship your goods, allowing enough time for any customs delays that might occur.
Q. Does the final charge include all costs?
We use 2 main criteria to calculate the final rate of your shipment:
- The delivery destination of the package (UK and European shipments include VAT as an additional charge)
- The size & weight of your shipment
- Accounting for the 'Actual' Weight
- and the 'Dimensional' Size (known as the 'Volumetric' weight), which refers to the amount of space that a package occupies
If a package is light weight but occupies a larger volume of space, the final charge will be calculated based on this volumetric weight. Example: balloons occupy more space than they weigh, therefore, the final charge will be the volumetric weight rather than the actual weight.
The weight & size restrictions do vary depending on the chosen parcel delivery service. You can find carrier specific information by following the links on our courier services pages.
Q. Will VAT be applicable to my order?
VAT will be applied to all orders for delivery within the EU. Refer to our EU Country Destination List for a list of destination countries which are part of the EU. Your online quotation will also indicate whether or not VAT is applicable to your order.
Please note that the UK and Isle of Man are also included.
Q. What are surcharges and will I need to pay a surcharge?
Surcharges are additional charges which could apply to your order due to a number of reasons. It may be that your shipment is considered to be a heavy item or if the dimensions are particularly big. Surcharges may also apply if your destination is considered to be in a Remote Area or if you are unavailable to hand over your shipment when the carrier arrives to collect (Failed Collection).
It is the carriers themselves who implement surcharges and for this reason your charge may vary depending on which courier service you are using.
For a list of surcharges which may apply to your shipment on DHL Air Express, DHL EuroPlus, UPS & DPD services, please refer to our surcharges page.
Q. From which countries can I import goods into the UK?
Unfortunately we can only import goods into the UK from EU countries. We have a list of EU countries available for you to refer to. Our import quotation forms will only list countries which are available for you to import from. If you have any questions, please do not hesitate to contact our customer services team.