FAQ’s

1. How do I place an order?
2. What methods of payment do you accept?
3. What packaging is required?
4. What is the cut off time for same day collections?
5. When can collections be made?
6. What if I can’t stay in all day?
7. Can the driver call me when he is close by for either collection or delivery?
8. What happens if a collection fails?
9. Do you offer a money back guarantee?
10. How long will the delivery take?
11. Is this guaranteed?
12. How can I track my package?
13. What happens if there is nobody home when the delivery is attempted?
14. How much insurance is included?
15. How do I register an insurance claim?
16. How long will an insurance claim take?
17. You still haven’t answered my question, what should I do?

1. How do I place an order?

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.

2. What methods of payment do you accept?

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.

3. What packaging is required?

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.

4. What is the cut-off time for same day collections?

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.

5. When can collections be made?

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.

6. What if I can’t stay in all day?

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.

7. Can the driver call me when he is close by for either collection or delivery?

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.

8. What happens if a collection fails?

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.

9. Do you offer a money back guarantee?

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.

10. How long will the delivery take?

Most consignments are delivered the next working day to Mainland UK, Scottish Highland & Island deliveries usually take 2-3 working days.

11. Is this guaranteed?

We currently deliver 97% next working day and strive to give the best possible service. Due to logistical problems, occasionally a parcel may miss a connecting trunk and there are certain factors beyond our control such as severe weather conditions, traffic delays, breakdowns, etc.

12. How can I track my package?

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.

13. What happens if there is nobody home when the delivery is attempted?

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.

14. How much insurance is included?

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 for £7.50 per £1000 up to a maximum of £3000.

15. How do I register an insurance claim?

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.

16. How long will an insurance claim take?

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.

17. You still haven’t answered my question, what should I do?

If you have any other questions or need help before or after placing an order, do not hesitate to get in touch. All our details can be found on the Contact page.