Parcelforce Collect International

Frequently Asked Questions

• What time will my package be collected?

  Delivery companies make package collections throughout the day and they do not normally provide you with a set time of when they will come to collect. If you are able to wait at home for the package to be picked up, the collection windows the couriers use are from 8 am to 6 pm.

  If the courier does come and you are not in they may leave a calling card with further instructions but if not just contact our customer support team and we will be happy to rebook a new collection slot for you. Parcel Monkey is not a courier so we do not make the collections, but we will contact the service provider and resolve any missed collection issues for you. 

  Not able to wait at home? Book a collection from a work address. Another option is to leave the package with someone else you know and trust and when you book the delivery company, set up the collection from their address.

  If this type of collected service is not suitable for you, why not book a drop off option such as DHL eCommerce, or choose from many of our other drop off services. 

  Still need help?

  Ask a general question Report an issue with an order

• Can I add protection cover to my order?

  When you place an order via the Parcel Monkey marketplace, during the booking process you can add protection cover to your item. As long as your item is not prohibited, has been packaged properly and you follow our Claims Procedure, you will be protected should your item be lost or damaged. 

  Some of our services offer no protection cover, but others do and some even offer free cover up to a certain value. You can view this information when you get a price via our shipping calculator. 

  Please ensure that the item is not on the prohibited items list as this will make it void.

  It is also vital to remember your package is going to be sent with global carriers, likely to be handled in various customs and airport departments so be sure to package the item correctly so it is well protected and cannot move around in the box. 

  Still need help?

  Ask a general question Report an issue with an order

• Will my package be subject to customs charges?

  If you are shipping a package internationally, it could be subject to customs charges. The relevant customs teams in the destination country will set these charges based on the value of the goods you are sending.

  We aim to make customs clearance simple by collecting all the relevant information in the booking process in order for your package to clear customs. You should attach customs documents to the outside of your box in a clear plastic wallet or envelope. 

  Can I pay the customs duty before I send my package?

  All items sent via Parcel Monkey are DDU, which means the duty is unpaid. Any customs fees will need to be paid by the recipient. It is essential to provide local contact information so the recipient can be contacted by customs.

  There are a number of factors that can affect the amount of customs duty owed on an item including:

  • Reason for export

  • Country of export

  • Country of import

  • Product classification

  • Product material origin

  • Manufacturing country

  • Value of shipment

  There is no way to avoid customs duties, customs officers will check all items entering the country and charges will be applied where necessary. If you simply put 'gift' on the customs invoice, this does not mean it will not attract duty as they will still check the value of what is in the box.

  By giving a full breakdown of all the items in your package, including accurate values for each item and by providing correct contact details for the recipient, your package should clear customs with no issues. Providing incorrect or misleading customs information can result in additional costs, returned packages and delays.

  Read our Customs Advice

  Still need help?

  Ask a general question Report an issue with an order

• Will my package be subject to customs charges?

  If you are shipping a package internationally, it could be subject to customs charges. The relevant customs teams in the destination country will set these charges based on the value of the goods you are sending.

  We aim to make customs clearance simple by collecting all the relevant information in the booking process in order for your package to clear customs. You should attach customs documents to the outside of your box in a clear plastic wallet or envelope. 

  Can I pay the customs duty before I send my package?

  All items sent via Parcel Monkey are DDU, which means the duty is unpaid. Any customs fees will need to be paid by the recipient. It is essential to provide local contact information so the recipient can be contacted by customs.

  There are a number of factors that can affect the amount of customs duty owed on an item including:

  • Reason for export

  • Country of export

  • Country of import

  • Product classification

  • Product material origin

  • Manufacturing country

  • Value of shipment

  There is no way to avoid customs duties, customs officers will check all items entering the country and charges will be applied where necessary. If you simply put 'gift' on the customs invoice, this does not mean it will not attract duty as they will still check the value of what is in the box.

  By giving a full breakdown of all the items in your package, including accurate values for each item and by providing correct contact details for the recipient, your package should clear customs with no issues. Providing incorrect or misleading customs information can result in additional costs, returned packages and delays.

  Read our Customs Advice

  Still need help?

  Ask a general question Report an issue with an order