Help
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F.A.Q.
Placing an order couldn’t be simpler. Visit our homepage and click the item you wish to send. If there is no icon for the item you wish to send, scroll down to Any Parcel Any Size and type in the dimensions for an instant quote.
You will then be asked for your name and billing details. If you have used the site before you can type in your email address and password so we can retrieve these details from our database – this saves having to type them out again.
On the next screen you should enter the collection and delivery addresses, when you would like the parcel collected, if you wish to purchase any additional insurance and any other information.
You will then be given the chance to review your order before you are forwarded to the PayPal site to make payment.
PLEASE ENSURE ALL INFORMATION IS CORRECT BEFORE CONTINUING. ONCE ORDERS ARE PROCESSED, ANY AMENDMENTS WILL INCUR A £7.50 ADMINISTRATION FEE.
It really is that simple! If you’re a returning customer, it’s even easier – all the addresses you’ve used in the past are saved and you can select them from a list when you place a new order to save typing them out again.
All payments are processed by PayPal – the world’s leading online payment service. You can pay using most major credit or debit cards including Mastercard, Visa, Visa Debit, Visa Electron, JCB and Maestro. You can also pay using a direct bank transfer if you sign up for a PayPal account. Sadly we do not accept American Express.
Parcels should be fully packaged to avoid damage to goods in transit. For further information please refer to the booking form. The Customer remains responsible for ensuring packaging and labelling is adequate for shipping.
The driver will use his own discretion as to whether the parcel is adequately packaged and is at liberty to refuse collection should he feel it is not packaged sufficiently and could be damaged in transit.
For alloy wheels with tyres we suggest facing the alloys with cardboard templates and then covering with bubblewrap or bin bags.
Orders must be placed by 10:30am for same day collection. There are no collections on Saturday or Sunday, the earliest collection date for orders placed during the weekend will be Monday.
Collections are any time between the hours of 9am and 5:30pm, Monday to Friday only; unfortunately we are unable to provide a more accurate timeslot or Pre-alert collections. This means the parcel must be available for collection within these hours.
We can either collect from a work address or goods can be left in a safe place.
If you choose to leave the goods safe, please advise us in advance by stating in the special instructions as to where the parcel will be left. Alternatively leave a note for the driver with these instructions giving authorisation for the driver to uplift in your absence. Please be aware that customers do this at their own risk.
Unfortunately our drivers use hand held digital scanners where their information is sent digitally, they do not have a company phone which they can call out on. Therefore this service is not available.
If the courier arrives on the requested day and goods are not packaged to ship or there is nobody to receive the courier you will incur a £10 failed collection fee and should call us on 01254 249783 as soon as possible to arrange a recollection. Should your collection fail you will be contacted using the email address provided when placing the order.
If your parcel is delayed and not delivered the next working day, we will endeavour to deliver as soon as possible. Therefore we will still provide the service and no refund will be given.
Most consignments are delivered the next working day to Mainland UK, Scottish Highland & Island deliveries usually take 2-3 working days.
On our Economy service (parcel network services) we currently deliver 96% next working day, however, due to logistical challenges we cannot guarantee collection and delivery dates on this service. A parcel may occasionally miss a connecting trunk, and there are factors beyond our control, such as severe weather conditions, traffic delays, or vehicle breakdowns.
If you require a guaranteed service, please consider our dedicated or VIP services, which are tailored to ensure your parcels are delivered with the utmost priority and reliability.
To track your package, visit the Customer Area and enter your email address and the password you were sent when you placed your order. If you have lost your password, click the link and a reminder will be sent to your registered email address.
Once you are logged in, click on My Orders and all your previous orders will be shown in a table. To review your order, click ‘details’ or click ‘track online’ for up to the minute information on your delivery.
The courier will leave a card with the local depot number on it. The customer should then call the depot within 72 hours to arrange a second free delivery. If there is no response to the card within 72 hours the goods will be returned to sender. Costs for the return will be incurred.
Your goods will be insured for £7 per kg of weight or the cost value of the goods whichever is lower.
Additional insurance can be purchased on specified products for £7.50 per £1,000 up to a maximum of £3,000.
Any insurance claim must be submitted in writing or by email to claims@directcouriersolutions.co.uk, within 72 hours of receiving the parcel, or in the case of a lost parcel, within 72 hours of the due delivery date. Outside of this time the claim will be null and void.
It is of paramount importance items are inspected on delivery and any signs of damaged are reported on signature of acceptance. Please be advised once you have signed for a consignment, the liability passes from the carrier to consignee and any damage reported after this time will not be applicable. It is the customers responsibility to advise the consignee or any representative of these terms.
We will require a cost price invoice and a full description of the goods to initiate the claiming procedure. It is vital that in the event of any claim for damage in transit, the goods are signed for as DAMAGED. Also images of the packaging and damage must be forwarded to support the claim.
An insurance claim will normally take six to eight working weeks, from the time the claim is lodged to the time funds are paid out. This is due to insurance companies dealing with paperwork and investigating the claim.
Packaging instructions
Nobody wants to receive a delivery only to find their item has been damaged, it is inconvenient and time consuming for everybody involved.
It isn’t surprising to hear that damage to items is usually the result of inadequate packaging and could have been avoided. Parcel delivery companies will not accept liability or responsibility for damage to items that have been badly packed- which could leave you out of pocket.
Ensuring your parcels are packaged correctly keeps your products safe during transit, saving you and your customers time and money.
What is going to happen to my parcel after it is collected?
If using a next day delivery service with a parcel carrier, your parcel is going to go on a bit of a journey, so it is important it is well prepared. When the driver collects your package, it will join lots of other packages in the back of his van and may be stacked on top of or underneath them. It is important that your item is not at risk of causing or receiving damage from other parcels. At the end of the day, all the parcels will be unloaded on to conveyor belts back at the local depot where it is mechanically handled whilst being scanned in to the system. All these parcels will then be transported to a central depot for sorting, then on to the delivery depot before finally being loaded on to the delivery vehicle for its final destination. It will be handled several times throughout its journey so packaging is really important.
Is the packaging providing adequate protection from
(and for) other people’s parcels?
Start by identifying any weak points on your item, for instance corners or edges that could be chipped or dented, parts sticking out such as a handle, or anything sharp that could risk damage the packaging or other items around it. For this, use a cushioning material such as foam blocks to soften the impact of knocks and a stronger material such as cardboard to add stability – particularly if your item is heavy.
Next, use a combination of bubble wrap and cardboard to ensure the item is covered completely and able to provide adequate protection during transit. Items may be mechanically handled on some services and must be able to withstand light knocks during transit. If packaging items in a box, ensure there are no spaces allowing the item to bounce around inside, you can avoid damage to items inside the box by cushioning with a filling material such as bubble wrap, airbags packing peanuts. If you are packaging something particularly fragile, consider the box in box method, using cushioning between boxes for additional protection.
Is the packaging secure?
Using a good sealing tape is paramount to ensuring the packaging stays tight and secure around your item throughout transit. Loose packaging will become more unstable the more it is handled and is at risk of coming off causing potential damage to the product and to the machinery handling parcels. A lot of carriers now refuse items that are not securely packed due to the risk loose or discarded packaging can pose to their machinery.
Is my item trackable?
Address labels will be provided and will need to be securely attached. In addition to this, it would be beneficial to also add a label with address details and contact details in the event labels have been damaged or got wet.
Some waxy packaging materials may repel labels causing items to get lost in transit, if you feel the label my come away from the packaging material, cover with an additional packing material.
If labels are damaged or have become detached due to loose packaging and the scanners are unable to track the parcel it may end up in lost property. Lost property will unpack your item to get a description for their lost items list, if you provide an additional address label with contact details within the packaging, this will allow lost property to re-label the item reunite you with your lost parcel. Always include a full address, contact name and contact number. An email address would also be beneficial if possible.
Important: always inspect your parcel on delivery, if there is damage to your packaging you must advise the driver and sign for your item as ‘DAMAGED.’ If a parcel is packaged correctly, it is unlikely your item is damaged internally without signs of damage externally, therefore it is very important that external damage is logged as failure to do so may cause a claim to be rejected.