Help centre

Frequently asked questions.

Please do not hesitate to contact our team if you can't find the information that you are looking for.
We are always happy to help


Can I track my order?

Of course! All you need to do is enter your Order number into our live chat, or email to get a status update.

You will receive automated emails whenever there is a status update on your consignment.

What payment options do you offer?

We offer a variety of flexible payment options so you can choose to split your payment in 3 or pay later in 30 days if you wish.

We have the following payment options available:

  • Apple Pay
  • Mastercard
  • Visa
  • American Express
  • Klarna
Is the pallet included in the cost?

No, unfortunately we do not supply pallets for your consignment.

Where can I purchase a pallet?

There are a variety of retailers who supply pallets. They can be purchased online, or from most good packaging suppliers. We encourage customers to explore sourcing recycled pallets from local businesses.

Be sure to check your pallet is the correct size and specification for your intended goods. Our Help Centre has all the dimensions and weight limits if you need them.

Before Delivery

What is the difference between pallet and parcel delivery?

Pallet delivery is a convenient method of transporting heavy items and large volumes of grouped stock. Sending goods on a pallet often provides better protection for the consignment and tends to be the most cost-efficient way of moving goods. 

Parcels are individual packages ideal for smaller shipments or lighter deliveries.

Can I send my pallet abroad?

Yes, absolutely. If you’re sending a pallet overseas from the UK there are several important items to consider and documents that you need to prepare:

  • Commercial invoice
  • EORI number for you and the recipient of your delivery
  • Packing list
  • Commodity codes
  • Certificates or licences for restricted goods
  • Nomination of a Direct Representative if a freight forwarder is handling your consignment
  • Deferred Duty Account
  • Incoterms

For all overseas enquiries, please contact

Will VAT be charged when sending a pallet?

Yes, VAT will be included in our pallet delivery quote. VAT invoices are provided for all consignments.

What are the different UK pallet sizes?

The standard UK pallet dimensions are 120cm x 100cm x 220cm.

Depending on the height and weight of your consignment, you will need to select one of the following options:

Micro: 120cm x 100cm x 60cm (max 150kg)

Quarter: 120cm x 100cm x 60cm (max 250kg)

Half: 120cm x 100cm x 100cm (max 500kg)

Full: 120cm x 120cm x 220cm (max 1000kg)

How do I prepare my goods for pallet delivery?

Firstly, you must ensure your goods are in a safe state to transport and free from any fluids, pressurised substances, or anything else that may cause harm or damage in transit. Then you need to ensure your goods are securely packaged and stacked on the pallet, with the weight evenly distributed. Use shrink wrap or strapping to secure the items to the pallet and label them clearly with destination details. 

Take a look at our step-by-step guide to wrapping a pallet.

During Delivery

Can I track my pallet delivery during transit?

Yes, most pallet delivery services provide tracking facilities that allow you to monitor the progress of your shipment in real-time. You'll typically receive a tracking number with your booking confirmation, which you can then use to access the tracking information. 

For all tracking enquiries please use our live chat or email our team on

What insurance cover do I have as standard?

All consignments are covered by our standard insurance up to the value of £1,000 - if the value of your consignment exceeds £1,000 and you would require additional cover, please contact the team at

Are you a member of the Road Haulage Association?

Yes, we are proud members of the Road Haulage Association's (RHA's) and follow the RHA freight forwarding Terms and Conditions across our business and on all our consignments.

It is good practice to familiarise yourself with these before using our services so that you can then have confidence in understanding exactly what coverage you have just in case things don't pan out the way they intended to.

Please contact our team for a copy of the RHA's Terms and Conditions.

After Delivery

Are there discounts for repeat customers or recommendations to friends and family?

Yes absolutely, we will always make sure returning customers get a small ‘thank you’ on their next quote and the same goes for any referrals too.

What should I do if there is an issue with my pallet delivery?

If you encounter any issues with your pallet delivery, such as delays, damages, or missing items, contact our team immediately to report the problem via Live Chat or email and we will assist you in resolving the issue.

How to make an insurance claim?

If your goods have been damaged in transit, please contact us as soon as possible and our team will work closely with you to submit an insurance claim. 

We require the following information to process a claim:

  • proof of cost price
  • proof of purchase price
  • evidence of the total weight of damaged goods
  • photographic evidence of the damage
  • other details that may be helpful to process the claim with speed

You must contact us with 24 hours of receiving damaged goods to be eligible to make a claim.

*Claims are calculated on the total weight of your goods, rather than the full value.

What's not covered?

We are unable to offer coverage for specific product shipments such as; glass, personal belongings, bullion, offensive materials and objects, firearms and similar items. 

In the event of loss or damage during transit, you will not be able to file an insurance claim for these items. 

Please kindly seek alternative transport solutions if you wish to ship these goods.

Consequential loss

We do not insure our customers for consequential loss, in line with Road Haulage Association's Terms and Conditions.

If our business or delivery vehicles sustain significant damage, not caused by our own fault, we would not be obliged to provide insurance coverage for our customers against loss or damage to their goods.