FAQ's

Here at ParcelDirect.ie we like to make it as easy as possible for you to ship your parcel. Of course sometimes you will have questions about how it works and other issues.

Below we have a complete list of questions and answers which should help you get your parcel sent.

If you need anything else, please feel free to get in touch.

 
 

Collection and Delivery

Q. Can I have a morning collection?

A. Probably not. You can specify a package ready time up to 5pm depending on your area. Your package will be collected between this time and 5.30pm. 

Q. Can you deliver items to Ireland from abroad?

A. We can arrange great import rates.
Please visit www.parceldirect.ie/get-a-quote for a competitive quote.

Q. Do you only collect boxes?

A. We are able to collect Boxes, Letters and Jiffy Bags under normal services. Please ensure any fragile or delicate items are fully packed to the required standard. Fragile and Delicate items should not be sent in Jiffy Bags or Padded Envelopes. We also have a pallet service available through Book and Quote

Q. It's 4pm and my collection hasn't happened...

A. Collection can take place up to 5.30pm. If you do have concerns about your collection feel free to contact us after 4pm and we will contact the depot on your behalf

Q. What compensation do I get if my package is not collected on time?

A. We do not offer a guaranteed collection. On all services they are either non-guaranteed or guaranteed delivery only, this guarantee will only apply once the package has been collected.

Q. Will ParcelDirect contact me if my collection fails?

A. Parcel Direct is a courier broker and not the collection agent. In the unlikely event that a collection does not take place please contact us immediately and we will rearrange your collection with the carrier. 

Q. What compensation do I get if my package is not delivered on time?

A. If your consignment was sent on a guaranteed service then you will receive a partial refund should the delivery exceed the guaranteed time.

Q. What is classed as Furniture?

A. Furniture is classified as movable objects which may support the human body (seating furniture and beds), provide storage, or hold objects on horizontal surfaces above the ground.

Q. What appliances are classed as White Goods?

A. Dishwasher, Clothes dryer, Freezer, Refrigerator, Cooker (also known as Range, Stove, Oven, Cooking plate or Cooktop), Water heater, Washing machine, Trash compactor, Microwave, Air Conditioner.

Q. Is a Guaranteed service guaranteed to all areas?

A. Guaranteed deliveries (where specified) only apply to Ireland. Further limits are placed on consignments collected and/or delivered in certain areas in: Rural Ireland, Northern Ireland, Scotland, Highlands and Islands, Wales, Cornwall and Offshore Islands. This also includes rural areas and islands in many countries. These areas may be subject to a 24-48 hour delay with all carriers. This also applies to various remote and long distance areas around the world. Please check before sending.

Q. Will my consignment be delivered at the weekend?

A. No. All couriers work Monday to Friday except in countries where the weekend may differ. All express deliveries are next business day.

Q. When can my consignment be collected?

A. On the initial page of Quote & Book each service will display the next available collection date. Depending on the time of day some services may offer a collection the same day as booking. 
Collection dates are listed up to seven days ahead so you can plan your orders in advance.

Q. Can I cancel my collection?

A. Yes, you can cancel a collection up to 6 hours before the colection time. There is a €15 surcharge after this time period.

Customs Advice

Q. Will I have to pay customs charges when I send a package?

A. This is unpredictable and is at the discretion of the customs in the destination country.
If they do impose charges, the recipient will be contacted by the customs directly and we cannot get involved in the process.

Q. How should I describe the goods?

A. Please be as descriptive as possible. Do not simply write “gift” or “goods” or "general" as this will cause a delay with customs. Every item must be entered individually and the description must be as detailed as possible to avoid delay. Please note that Personal Effects are ‘restricted’ through our site and are sent at the customers own risk. Personal Effects may also attract higher customs charges. 

Q. What value do I place on the goods?

A. The value entered must be the total value of replacing the goods. There should never be a nil value. In the event of a claim the value of goods entered must be proved in the form of a purchase receipt. Please note it is difficult to prove the value of Personal Effects and as such they are listed under our ‘Restricted Items’. Personal Effects can be sent at the customers risk and no claim can be made in the event of damage or loss.

Q. Incorrect Customs Declaration

A. An accurate description and reason for export must be entered on the Customs Invoice. If customs discover undeclared items, items that are different from their description or an incorrect export reason (e.g. ‘Gift’, when actually purchased) than a surcharge could be applied or the shipment may be returned. 

Damaged Items

Q. Do I sign for my goods if they are damaged?

A. If the goods are damaged, please sign to accept but note that the goods are damaged.
If you sign for the goods in 'Good Condition' you will not be able to process a claim.

Q. Do I need to keep the packaging?

A. If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging. If the packaging is not kept this could invalidate your claim.

Q. What cover does my consignment have?

A. All services come with an inclusive transit cover of €30. Additional transit cover can be added at 3% of the declared value up to €1000 in consignment value.

Q. What do I need to start a claim?

A. In order to process a claim the following are needed:
*Photograph of the item
*Photograph and description of the packaging
*An invoice showing the value of the consignment

Q. Who can start a claim?

A. Only the person that placed the order can start a claim and only the person who placed the order will be paid out.

Q. How much time do I have to submit a loss or damage claim?

A. All claims must be received within 5 days of delivery. We will not be able to process claims received after this date.

Q. How long will my claim take?

A. The industry standard to resolve a claim is 8-12 weeks. ParcelDirect aim to conclude any claim received within 30 working days.

Q. Are there any exclusions to the Transit Cover?

A. There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items on our Prohibited or Restricted Items List, or if the item was not boxed or packaged sufficiently.
For the full list of exclusions, please refer to our Prohibited Items list and Terms and Conditions.

Q. How will I get my item back?

A. The damaged item must not be moved until the claim is completed as this will invalidate the claim.
If the claim is paid out in full, the item will not be returned. If repair costs are paid the item will be delivered back to you if you wish.

Q. What is Enhanced Transit Cover?

A. All services include Transit cover against Loss or Damage up to the value of €30
Enhanced cover can be added during the ordering Process up to the value of €1000 in set increments charged at 3% of the declared value.

We do not recommend sending any item over €1000 as it cannot be covered for more than this value in transit.

Q. How do I start a claim?

A. Please email all the relevant information to support@parceldirect.ie

Online Booking

Q. I don't want to book online, can I ring it through to you?

A. In order to keep our prices low, we cannot take telephone bookings.

Q. Payment Methods

A. We currently accept the following payment methods: Visa, Mastercard, Maestro, Solo, Delta, Electron and Pre Pay on account. Please contact us if you require more information.

Q. Do you offer credit accounts?

A. Not normally. If you are a limited company and send more than 50 packages a week, we may be able to offer you an account subject to status.

Q. Why do I need a printer for some services?

A. Some of our services need a Shipping Label to be attached to your packages, so you will need to be able to print these out.
For this, you will need a good quality printer.

Q. Members Discount & Promotional Offers

A. Web members no longer receive a standard discount. Promotional offers will be available from time to time where we will be able to offer varying discounts for our customers to benefit from. Terms & Conditions apply.

Q. I made a mistake online, how do I change this?

A. Please e-mail support@parceldirect.ie with the required changes and we will confirm if we are able to amend the booking or whether you will need to rebook.

Q. Can I add additional transit cover?

A. Additional transit cover can be added during the booking process in set increments €100/€250/€500/€750/€1000 and is charged at 3% of the declared value.

Q. How much is my Consignment covered for in Transit?

A. All services have an inclusive cover of €30 for loss or damage

Packaging

Q. Does my item need to be boxed?

A. We operate a parcel delivery service. Every item must be boxed (or Jiffy Bag / Envelope depending on size. Please do not place fragile or delicate items in Jiffy Bags or Padded Envelopes) to travel in our system.

Q. What address details do I need to write on my package?

A. You must label all packages clearly with the destination address.
When you book with us, you will be given the option to print out address labels.

Q. How should I package my item?

A. We can only accept items that are professionally packed within a box ready for the driver.
The item must be cushioned, protected with suitable outer packaging and the corners protected. Padded Envelopes and Jiffy Bags are not suitable for delicate items.
If the item is not correctly packaged the driver may refuse to collect and if the contents are not protected adequately any claim will be invalidated if damage occurs in transit.

Q. I'm not sure of the exact size or weight of my package.

A. You need to know this information to use our services.

If these details are wrong, you will be charged the extra postage costs plus a €15 administration fee.

Q. How do I prepare my Pallet?

A. Please ensure you have selected the correct size Pallet to accommodate your goods and that the goods do not overhang.

All goods must be shrink wrapped securely onto the Pallet. Should the carrier be providing the Pallet the goods must still be shrink wrapped as quickly as possible whilst the driver waits. Please note a surcharge may apply should the driver be kept waiting longer than 15 minutes.

Payment - Credit / Debit Card

Q. What Credit / Debit cards do you accept?

A. We currently accept Visa, Mastercard, Solo, Delta, Electron and International Maestro.

Payment - Prepay

Q. How does Prepay work?

A. With Prepay, you use your credit or debit card to make a payment to your ParcelDirect account.
Then whenever you send a parcel and choose to pay by Prepay, your account gets debited the purchase price.
The whole checkout process is much faster, as no card details need to be entered.

Q. How much do I need to top-up my Prepay account?

A. You can top up your Prepay account with as little as €20, up to a maximum of €200 per top-up.
The maximum credit your Prepay account can hold is €500.

Q. How long does my Prepay top-up remain valid?

A. All funds in your Prepay account are valid indefinitely, as long as you use your account at least once a year.
If you do not use your account for at least a year, your credit will expire automatically.

Q. How do I withdraw my Prepay funds?

A. If you would like to withdraw any Prepay funds, you will need to contact our Customer Service team who will arrange this for you.
Please note that we can only transfer funds back to the original credit or debit card that was used.

Q. Can I pay for my shipment using both Credit Card and Prepay?

A. To pay for a shipment using Prepay, you need to have enough funds available in your account to cover the whole amount.
You cannot split payment for an order between different payment methods.

Q. I have funds in my Prepay account, but the Prepay button is not enabled...

A. You need to ensure you have enough funds in your account to cover the whole purchase price of your order.
If you do not have enough available, you will not be able to pay by Prepay until you top-up your account.

Q. How do I top-up my Prepay account?

A. Just select the 'Prepay' option under the 'My Account' menu and follow the instructions there.

Q. How long is my ParcelDirect.ie PrePay credit valid for?

A. Your ParcelDirect.ie PrePay credit is valid until it has been spent, it will not expire.

Q. What is the minimum amount of credit I can add?

A. The minimum amount of ParcelDirect.ie PrePay credit is €30.00 per transaction.

Q. Will I get confirmation when adding money to my ParcelDirect.ie PrePay account?

A. You will receive an email confirmation of your transaction.

 

 

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