Terms and Conditions | Parcel Care UK

Parcel Care UK Ltd. Terms and Conditions

1. Introduction

Parcel Care UK Limited, a UK company operating www.parcel-care.uk, provides services to registered members and non-registered users (collectively, "You," "User," or "Customer") under these Terms and Conditions.

1.1 Definitions

Site: www.parcel-care.uk.
Services: All services offered on the Site.
Goods/Shipment/Package(s)/Parcel(s): Product purchased by You or by Us via Assisted Purchase.
Supplier: Retailer, merchant, or supermarket selling Goods.
UK Delivery Address: Parcel Care UK Limited’s warehouse address, provided upon registration.
Shipment Address: Your designated delivery address.
Carrier/Courier: Third-party provider of door-to-door delivery.

1.2 Agreement

By using the Services, with or without registration, You agree to be bound by these Terms and Conditions. These terms constitute a legal agreement and can only be amended with Our consent. We reserve the right to change these Terms without prior notice, but changes will not affect orders or Goods received before the change is implemented.

1.3 General Terms

"Day" or "Days" refers to calendar days, including weekends and Public Holidays.
Your use of the Site is also subject to Our Terms of Use and Privacy Policy.
For questions, contact customer support at contact@parcel-care.uk.

2. Registration

2.1 Acceptance and Eligibility

You must read, agree with, and accept these Terms and Conditions and the Privacy Policy before using the Services. Services are restricted to individuals capable of forming legally binding contracts (over 18 years of age). Business entities must have the authority to enter into this Agreement.

2.2 Services and Account

Upon successful registration, You will be allocated a UK Delivery Address for purchasing Goods from UK Suppliers. Services offered include Forwarding Service (Section 4) and Assisted Purchase Service (Section 5).

2.3 Service Restrictions

We cannot accept registration or ship to countries under sanction or political unrest, including, but not limited to: Afghanistan, Algeria, Belarus, Crimean region, Iran, Nigeria, North Korea, Russia, Syria, and Venezuela. If We possess your Goods destined for a restricted region, You must arrange a return to sender at your cost or request disposal.

2.4 Account Maintenance

Your account and details will be deleted if You remain continuously inactive (no login or service use) for more than 12 months.

3. Using the Services

3.1 Customs and Taxes

The Services exclude customs or taxes (unless expressly stated). We are not a customs agent or broker and are only responsible for the export of Goods. You are solely responsible for all customs, duties, tariffs, taxes, and related fees.

3.2 Operational Hours

Our operating hours for receiving goods are Monday to Friday, 08:30 to 16:00 GMT, and Saturday, 08:30 to 12:30 GMT. We do not operate during UK public holidays. We are not liable for Goods delivered outside these hours.

3.3 Purchase and Address Requirements

You must use the UK Delivery Address when ordering Goods directly from the Supplier.
You affirm that the Goods were purchased from an authorized Supplier and that any manufacturer's warranty is valid in your country.
You authorise us to accept delivery at the UK Delivery Address and appoint Us as your freight agent for shipping to the Shipment Address.
All orders must be placed on the Site or via email to contact@parcel-care.uk.

3.4 Fees and Payment

Fees for shipping and other services are charged unless otherwise stated. Shipping rates and fees are fixed, subject to our discretion, and the fee structure is not disclosed.
Payment must be made in full before service provision. All prices are quoted in British pounds.
All services, including forwarding, assisted purchase, and optional services, are strictly non-refundable once placed.

3.5 Inspection and Refusal

We reserve the right to open and inspect Goods without prior notice. We assume no liability for damage caused during inspection unless directly due to Our negligence. We reserve the right to decline or refuse to accept delivery or return of any Goods at Our absolute discretion.

3.6 Liability for UK Delivery Address

You are responsible for all Goods sent to your UK Delivery Address, and We will assume they are ordered by you for forwarding. Do not share your UK Delivery Address details with unauthorized persons.

3.7 Prohibited Use of UK Delivery Address

You must not use the UK Delivery Address, or declare it as your residential address, for applications for credit, official documents (e.g., passports, driving licenses, credit cards, mortgages, loans), financial-related materials, or setting up a business. We will not forward official documents and will dispose of them. Non-compliance will result in immediate account suspension, and any Goods held will be returned to sender at your cost or considered Abandoned Goods.

3.8 Order Limits and Storage

Do not arrange delivery of Goods to Our warehouse if the total value exceeds £1000 or the weight exceeds 70kg without prior confirmation from Us. Additional fees may apply for accepting such Goods.
We provide 30 days of free storage for Goods received at the UK Delivery Address while awaiting shipping instructions and payment. A daily storage fee will accrue for each package stored beyond 30 days.
You must not send Goods that are prohibited for air carriage, unlawful in the UK Delivery Address jurisdiction, or listed in Section 10.

3.9 Carrier Collection and Account Misuse

You must obtain prior agreement to arrange your own Carrier or Courier collection, which may incur a surcharge, and You assume full responsibility for the shipment.
We reserve the right to hold packages, cancel orders/shipments, and suspend or delete your account without notice if We believe You are misusing the service or disagree with Our terms. Such packages will be considered Abandoned Goods and disposed of per Sections 8.4 and 8.5.

3.10 Premium Membership

We offer a Premium membership with benefits for a yearly subscription fee, which is non-refundable. If the subscription expires, You have 14 days to renew before the Premium membership is terminated, reverting you to the free Basic membership. Renewals within 120 days of expiry start from the previous expiry date.

4. Forwarding Service

4.1 Service Description

The Forwarding Service allows registered Users to ship Goods they purchased from a Supplier to the UK Delivery Address for subsequent forwarding to their designated Shipment Address.

4.2 Title and Responsibility

If You purchase directly from the Supplier, the title to the Goods transfers to You upon full payment to the Supplier.

4.3 Processing and Dispatch

Upon receipt, We will measure and weigh the Goods and arrange forwarding via a Courier of Our choice. Dispatch occurs immediately upon receipt of full payment from You.

4.4 Documentation and Custom Clearance

We will log the Goods into your account for review. You are responsible for confirming details and declaring the Goods for shipping.
We may, without prior notice, act as your freight agent by completing/signing documents, amending product details/export codes/purpose of export, and performing customs clearance using the Supplier invoice as support. Local tax and duty resulting from any amendments are your sole responsibility.

4.5 Shipping Confirmation and Delivery

Shipment Addresses are final and cannot be varied.
You agree to shipment routing and diversion. For 2-legged shipping services, We will arrange delivery to the Carrier’s warehouse using Our choice of Courier.
You are responsible for monitoring the shipment, liaising with the local Courier, and accepting delivery. Failure to liaise or provide information may result in the Courier disposing of the Goods without notice.
The Forwarding service is complete once the shipment tracking shows delivery or completion. Delivered shipments are non-refundable. You are solely responsible for resolving any discrepancies (damaged, defective, or misdescribed Goods) with the Supplier.

5. Assisted Purchase Service

5.1 Service Description and Agency

We offer an Assisted Purchase Service to help Users buy Goods from online Suppliers. We act solely as your agent for ordering the Goods and are not a retailer or reseller.

5.2 Payment and Fees

You must pay the full price of the Goods, delivery costs to the UK Delivery Address, and the non-refundable Assisted Purchase Service Fee before We place the order. Payment over £500 requires bank transfer; We may request bank transfers for any purchase value at Our discretion.

5.3 Liability and Returns

We do not accept liability for ordered Goods, except as expressly set out in these Terms. If Goods are faulty, You must contact Us within 3 days of receipt and are responsible for the cost of returning Goods for exchange/return, subject to the Supplier's policies.

5.4 Assisted Purchase Fee

The fee for an assisted purchase from a single Supplier is £25 for a maximum of 10 items.

5.5 Order Cancellation by Parcel Care UK Ltd.

We do not guarantee availability. We will automatically cancel an order if the item is out of stock, back-ordered, priced more than 10% higher than the nominated Supplier, has ambiguous information, or is unsuitable for transport. If the User selected to process incomplete orders, We will proceed without notification.

5.6 Order Execution

We strive for prompt execution but are not responsible for delays. We reserve the right to reject any order at Our discretion and may decline requests to amend or cancel orders. All placed orders are final and strictly nonrefundable.

5.7 Alternative Sourcing and Discrepancies

We may obtain identical Goods from an alternative Supplier if the price is equal to or no more than 10% greater than the nominated Supplier. We are not required to pass on any resulting cost savings or commission to You. Any order discrepancies must be brought to Our attention within three working days of receiving the Supplier confirmation.

5.8 Refunds for Unsuccessful Orders

We will order Goods based on your instructions. If an order is unsuccessful, the refund amount depends on the status, with various deductions applied to the Assisted Purchase fee or item cost. The Assisted Purchase fee is non-refundable if You cancel or fail to pay after We purchase the item. Any reclaimable VAT on Assisted Purchase orders will be retained by Us.

6. Optional Services

6.1 Description and Fees

Optional services are available for registered Users upon request prior to shipping. Fees are fixed or provided upon request through the Special Request service. Services provided are non-refundable, except as stated in Section 13.

6.2 Service List

Optional services include: consolidation, photo service, return item handling, goods disposal, special requests, and extended shipping insurance cover.

6.3 Details of Services

Consolidation: Combining packages into the fewest boxes possible, offering standard consolidation (as received) and standard consolidation with unpacking (discarding unnecessary packaging to reduce weight). We may cancel consolidation if packages cannot be combined safely and securely.
Photo Service: Provides pre-shipping photos of your Goods upon receipt at the UK Delivery Address.
Return Handling: Service to return Goods to the sender/supplier. Free storage for returns is 15 days, after which standard storage fees apply.
Goods Disposal: Removing and disposing of Goods from your account as We deem fit. Occasional disposal (no more than 3 per year) is free; otherwise, We may charge a fee or require Premium membership. Disposed Goods are not recoverable.
Special Request: Services not listed, such as content checking, package splitting, product testing, or additional packaging. This is a chargeable service with variable fees; a no-obligation quote will be provided.

7. Verification

7.1 Identity and Address Verification

We may require verification of your address and identity at any stage by requesting original documents via email. Required documents include:

One document showing your name and residential address (e.g., utility bill, bank statement).
A photo of You holding your Passport or Government-issued photo ID showing your registered name.

7.2 Compliance and Retention

Documents must be original and show all four corners. Documents will be deleted within 72 hours after verification. We may request further documentation (e.g., credit card information, bank statement) to verify purchases and prevent fraud.

7.3 Consequences of Non-Verification

Failure to provide verification documentation may result in your goods being treated as Abandoned Goods (Section 8.5). We reserve the right to refuse orders, withhold, or dispose of goods/shipments associated with unverified or suspicious credit card payments.

8. Deliveries, Undeliverables and Storage

8.1 Import Compliance

We do not guarantee delivery of packages that fail to comply with the import or export regulations of the destination country. You are responsible for ensuring Goods are not restricted or prohibited by the destination country's laws.

8.2 Undeliverable Goods

Goods will be abandoned if the recipient refuses delivery, if the Goods are unacceptable/undervalued/incorrectly described, if the recipient cannot be identified/located, or if the recipient fails to provide requested documentation or payment for custom duties/freight charges. The shipping cost is strictly non-refundable. If the Carrier returns the Goods to Parcel Care UK Ltd., you are responsible for the return shipping charge; failure to pay this charge results in the Goods being abandoned.

8.3 Storage and Fees

Basic Member: Goods are stored free for up to 30 days from receipt.
Premium Member: Goods are stored free for up to 60 days from receipt.
A daily storage fee applies per package stored beyond the free period until shipment or disposal.
We reserve the right to request that You ship or remove packages from storage.

8.4 Abandoned Goods

We reserve the right to dispose of Abandoned Goods in any manner We deem fit without liability to the User.

8.5 Definition of Abandoned Goods

Goods may be treated as Abandoned Goods if:

Stored for more than 100 days.
Food or prohibited/restricted goods found by our services.
Owner cannot be identified within 30 days despite reasonable efforts.
You fail to agree with Our terms and conditions.
You fail to settle undisputed invoices within 14 days or refuse to pay return shipping cost.
You fail to provide documentation within 30 days to verify ownership/purchase or if We cannot verify purchases.

8.6 Importer Responsibility

You are considered the importer of all Goods sent through the Services and must comply with all local laws and regulations. Goods may be subject to opening and inspection by customs authorities.

9. Loss, Damage and Delay to Goods and Shipment

9.1 Delivery Times and Liability

We aim to process and ship parcels within 3 working days after full payment of shipping charges, but these schedules are estimates and not guaranteed. We are not liable for damages or losses caused by delays.

9.2 Supplier Transit

We are not responsible for Goods in transit from the Supplier to the UK Delivery Address. You are responsible for ensuring the Supplier uses the correct UK Delivery Address; We are not liable for Supplier labeling mistakes.

9.3 Insurance and Risk

Shipping insurance (Section 11) is available and optional. Extended Shipping insurance is recommended to cover the Goods' full value against loss and damage during transit. Goods listed as prohibited or restricted in Section 10 are not covered by insurance. Shipping items prohibited or restricted by your country's import law is at your own risk.

9.4 Claims and Limitations

Only one claim can be submitted per shipment.
Claim value is limited to the maximum of Standard insurance or the maximum cover purchased with Extended Shipping insurance, including the cost of goods and shipping.
Shipments without tracking have no insurance cover, and the shipping cost is non-refundable in case of loss/non-delivery.
Our maximum liability for Goods lost at the UK Delivery Address or lost in transit due to Our error is £50 per User. To claim, You must provide proof of delivery to the UK Delivery Address and the original purchase invoice within 7 days of the request.

10. Unacceptable and Prohibited Goods

10.1 User Responsibility

You must ensure the Goods are acceptable and not prohibited for delivery. Goods are unacceptable if they are prohibited (10.4), prohibited for import to the Shipment Address, or if We decide they cannot be transported safely or legally.

10.2 Handling and Indemnification

Unacceptable or prohibited Goods will be returned to the Supplier at your cost or disposed of; Our decision is final. You agree to indemnify Us against all resulting losses, damage, and/or injuries. We may dispose of illegal goods without notice.

10.3 Prohibited and Restricted Items

Prohibited Items (Non-Exhaustive List): Items that cannot be shipped under any circumstances. Examples include: Animals/animal products, Bullion, Cash/Travellers Cheques/gift cards, Counterfeit currency/goods, Credit/Debit/Bank Cards, Drugs (all types), Explosives/ammunition/Fireworks, Flammable liquids/solids/sprays (e.g., perfume, nail varnish), Illegal goods, Official documents/financial materials (e.g., Passport, driving license), Perishable food, Weapons, and Tobacco/nicotine products.
- Exceptions apply for certain items like batteries and flammable/pressurized containers when shipped via couriers to specific countries with a surcharge.
Restricted Goods: Items that may be shipped in certain circumstances with limited liability and limited Standard and Extended Shipping Insurance cover. Shipping restricted items is entirely at your own risk if not covered. Restricted items include: Articles of exceptional value (Art, Antiques), Liquids, Used/Second-hand goods, Fragile items (Glass, Ceramic, Marble), Food items, Jewellery/Watches, Furniture (if not flat-packed), and Electrical/electronic items.

10.4 Address Usage Restriction

You may only use Our address for forwarding parcels, not letters. You are strictly forbidden from using Our address for any application, or for financial or official related matters.

11. Claims and Insurance

11.1 Insurance Coverage

Extended Shipping insurance is optional and covers the cost of shipment and damage/loss from external causes during transit from the UK Delivery Address to the Shipment Address. The insurance fee is non-refundable. Insurance is not available for shipping services without tracking.

11.2 Standard and Extended Coverage

Standard Cover: £50 is included for tracked shipping services (on shipping cost and eligible items) at no charge.
Extended Coverage (Courier only): Limited to a total value of £1,000.00 per parcel/multi-parcel shipment. Higher coverage is available upon request. Cost is £10 for the first £150 of cover, then £5 per subsequent £100 unit of insured value.
If purchasing Extended Insurance, You must insure the entire declared value of the parcel and shipping cost up to the maximum available for the Carrier. Insured values cannot exceed the actual item value as determined by customs declaration.
Royal Mail and 2-legged Landmark BPost include £50 standard cover, but extended cover is unavailable.

11.3 Exclusions

Shipping insurance excludes:

Prohibited items (10.4) or items prohibited for import into your country.
Restricted Goods (10.6) where loss and/or damage cover is limited or unavailable.
Damage/loss occurring before shipment or prior to receipt at Our warehouse.
Financial damages arising from delay, loss, or non-delivery due to government authority actions.
Damages from loss of market value, decay, or product defects.
Incidental or cosmetic damage to product packaging (e.g., CD cases) or product that does not affect usage/functionality (e.g., scratches on furniture, creases on clothing).
Claims for shipping fee reimbursement for delivery delays.
Leakage or damages caused by leakage of another product.

11.4 Claim Procedure for Lost/Missing Parcels

Claims must be submitted to Parcel Care UK Ltd Support or contact@parcel-care.uk no later than 20 days from the shipment date for couriers, and 40 days for Royal Mail. You must provide evidence of value. We will file an official inquiry with the carrier. If your parcel is delivered after claim payment, You must repay the full amount.

11.5 Claim Procedure for Damaged/Missing Individual Items

Claims must be submitted within 3 days of delivery. Shipping cost is non-refundable. You must provide photographic evidence of damage (including all angles of outer cartons) and retain contents/packaging for investigation. Loss of individual items requires the parcel to be opened in the delivery agent's presence and an official complaint filed with the carrier. Partial content loss is only considered for courier shipments (DHL, UPS, FedEx) and requires evidence of tampering and received package weight.

11.6 Voided Insurance

Parcel Care UK Ltd Shipping Insurance is void and the shipping fee is non-refundable if:

Items were shipped in violation of terms (e.g., prohibited items, inaccurate declaration).
Loss is due to insufficient addressing or undisclosed/underdeclared goods value.
You request delivery to a different address than the original.
Loss is due to an act of war.
You initiate a payment dispute/chargeback.
You opt to ship using a Carrier without tracking, or shipment contains Prohibited/Restricted Goods with no cover.
You fail to supply supporting documentation (within 14 days) or pay customs/handling charges.
You provided an incorrect/incomplete shipping address.
You decide not to proceed with the claim.

11.7 Claim Finalization

Claims are subject to the carrier's investigation, and their decision is final. The claim is closed upon payment to your PayPal account.

12. Store Return and Exchange

12.1 Supplier Arrangement

We are not responsible for Supplier errors. You must arrange returns, refunds, or exchanges directly with the Supplier according to their policies. We will provide assistance in facilitating the return delivery.

12.2 Fees and Costs

Applicable return and exchange fees apply. You are solely responsible for all shipping, duties, and taxes associated with the return or exchange.

12.3 Refunds and Service Fees

We will credit refunds only after receiving the refund from the Supplier. We do not refund any Service fees paid, including the Assisted Purchase Service fee, if You elect to return the goods. A return fee will be deducted from any proceeds of order cancellations placed via the Assisted Purchase service.

12.4 Return Process

You must pay the return/exchange fee and all shipping charges before We return the Goods to the Supplier. Eligibility for return or exchange is based on the Supplier's individual policy. Preparation for return may take up to 3 working days, and We are not responsible for any delay.

12.5 Return Storage

Free storage for returns is 15 days for Basic Accounts and 30 days for Premium Accounts. Storage fees apply after this period.

13. Order Cancellation, Amendment and Refund

13.1 Notification

You must notify us of any cancellation or amendment request via email at contact@parcel-care.uk.

13.2 Minimum Fees

Minimum cancellation or amendment fees apply based on the service:

Forwarding/Shipping Orders:
- Before Carrier pickup: Minimum £5 or 10% fee (whichever is greater).
- After Carrier pickup: Cancellation is not allowed, and no refund is permitted.
Assisted Purchase Service: Minimum fees apply as outlined in Sections 5.7 and 5.12.
Optional Services: Minimum £2 or 10% fee (whichever is greater) applies if the service has not been carried out. Once completed, cancellation or refund is not permitted.

13.3 Non-Refundable Forwarding Deliveries

Forwarding service/shipping orders are strictly non-refundable for failed deliveries caused by Your actions, including:

Failure to provide documentation requested by the Carrier to clear customs.
Failure to pay custom/handling charges.
Providing an incorrect or incomplete shipping address.
Failure to contact or respond to the Carrier.
Failure to arrange redelivery or collection within the stipulated time.
Local customs/Carrier rejection of Goods importation.

14. Indemnity and Limitation of Liability

The Customer agrees to indemnify, defend, and hold harmless Parcel-Care (Parcel Care UK Ltd.) and its associates against all claims, actions, damages, awards, liabilities, and costs (including legal fees) arising from:

The execution of this agreement or the consummation of transactions contemplated hereby.
The negligent action or omission of the Customer or their agents.
The Customer's failure to comply with these terms or any applicable UK or other jurisdiction's law regarding export or import of shipments.

15. General

15.1 Agents and Sub-contractors

We may use agents and/or sub-contractors (including Couriers) to perform the Services, and they are entitled to the protection of all terms excluding or limiting Our liability.

15.2 Governing Law

English law applies to these Terms and Conditions. Any dispute arising in connection with these Terms will be dealt with exclusively by the English courts.

15.3 Miscellaneous Provisions

Failure by Us to enforce a right does not waive that right.
You may not assign or transfer your rights under these Terms.
If any part of these Terms is found to be unenforceable, all other parts remain in force.
Nothing in these Terms establishes a partnership, joint venture, or agency relationship between You and Us, except as expressly provided.
We may offer additional services subject to these Terms and agreed-upon charges.

15.4 Zero Tolerance Policy

We maintain a zero-tolerance policy for abusive or threatening behavior toward Our employees, associates, and customers. We may, at Our sole discretion, suspend the account of any Registered Member engaging in such behavior, cease communication, and immediately consider any Goods We hold as Abandoned Goods for disposal.

16. How to contact us

For inquiries regarding these terms and conditions, complaints, and disputes, please contact Parcel Care UK Ltd:

Postal Address: Parcel Care UK Ltd, 64 High Street, May Bank, Newcastle under Lyme, Staffordshire, United Kingdom
Email: contact@parcel-care.uk
Telephone: +44(0)7856 003 754