Terms & Conditions
CANCELLATION / REFUND POLICY
To cancel a collection, please call our support team on 01254 249783.
If collection is cancelled more than 24 hours before the requested collection window, a full refund will be made.
If collection is cancelled within 24 hours of the requested collection window, a refund will be made minus a £7.50 admin fee.
Once a collection has taken place, payment cannot be refunded. The delivery can be cancelled, however there will be additional charges to have the consignment returned.
If your consignment is damaged in transit we will refund the carriage charges in full.
For any events outside these circumstances, such as technical faults, refunds will be given at the discretion of the management.
FULL TERMS & CONDITIONS
Please note our terms and conditions will reflect the terms and conditions of the carrier used for third party collections during transit, unless otherwise stated.
For full terms and conditions relating to your order, email email@example.com and these will be provided for you.
As a user of this website you acknowledge that you are bound to our terms and conditions below.
Listed below are the terms that will be found in these terms of carriage:
Consignment – A parcel or a group of parcels sent to a single address.
Consignee/Receiver/Recipient – The person who is receiving the consignment.
Shipping Labels – The documentation placed on the parcel.
Third Party – The order placed through Direct Courier Solutions utilising the account that Direct Courier Solutions has with the carrier.
Working Day – Monday to Friday from 9.00am to 5.00pm, excluding public and bank holidays.
Next Day UK Delivery Service – This refers to next working day Monday to Friday from 9.00am to 5.00pm, excluding public and bank holidays.
Obligation to our customers
Direct Courier Solutions will arrange collection and delivery of the consignment/s via a third party service with a major reputable carrier. Direct Courier Solutions do not come into direct contact with the consignment/s but arrange the shipment through one of the carriers that we hold an account with.
The carrier has the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large. In addition Direct Courier Solutions has the right to refuse any order/user from our system. All queries/claims must be directed through Direct Courier Solutions via the firstname.lastname@example.org email address, who will then contact the relevant carrier on the sender’s behalf. If the carrier is contacted directly, Direct Courier Solutions may not be able to assist you with your query at a later date.
If your collection fails you must contact Direct Courier Solutions via the email@example.com email address, and request an alternative collection time which will be booked as soon as possible or at another convenient time.
Direct Courier Solutions can only collect and deliver from/to a full street address. We cannot collect or deliver from/to a PO Box. If a consignment is collected and returned for this reason, no refund will be given. Payment is taken by our automated system at the end of your order. Tracking is available through the Customer Area on our Web site. Hard copy Proof of Delivery (POD) will be charged at £3.00 per item.
Prohibited Items & Items with limited liability
We will not accept any of the following goods for carriage or storage unless the Operations Director of Direct Courier Solutions has written to you to say that we have accepted them. Unless we have written to you we are not liable in any way for the following goods. This includes losses arising from our negligence.
a) Dangerous Goods.
b) Hazardous goods, flammable goods.
c) Firearms, tobacco products, works of art, flat pack or pre-built furniture, jewellery (including watches), cash, glass, documents which can be exchanged for cash or goods (for example cheques, vouchers with a face value), precious metals (including gold or silver items), antiques, furs or any other valuables, alcohol including beers, liquids of any kind, body parts or human remains, living or dead animals, fish or birds, or any living organism of any type and frozen or perishable food.
d) Any goods not allowed under the law or regulation of any government, public or local authority of any country where the goods are carried.
If any one of the items in our Prohibited Items List is collected by a driver you are then liable to be surcharged and your parcel returned. No refund of postage will be made and compensation claims will be void. Please note directcouriersolutions.co.uk booking systems are automated by computer software, therefore Direct Courier Solutions employees are not always able to monitor what is being shipped, so it is the customers responsibility to either read the terms and conditions, or enquire directly via email to see if your parcel is acceptable.
Collection & Delivery
Over 97% of consignments are delivered next day.
Via our booking system, our website takes all booking data as per the customers’ instructions. The customer will have a choice of various collection dates to choose from. Please note that time slots are not guaranteed. If the collection does not happen within the time slot allocated it is the customers’ responsibility to inform Direct Courier Solutions via email or phone of a failed collection. We will then endeavour to rearrange another collection which is convenient to the customer.
Direct Courier Solutions can only collect or deliver from/to a full street address. We cannot collect or deliver to a PO Box. If a consignment is collected and returned for this reason, no refund will be given. Collections & Deliveries are made on working days only. Saturday deliveries are optional at an extra cost. This option is available at point of booking. Please ensure you are in at the collection time that you request. A surcharge of £10 will be applied if the goods are not available when the driver attempts to collect.
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
Please note that all guaranteed services start once the consignment is collected. If the collection fails it is the customers’ responsibility to inform Direct Courier Solutions. We will then re book for the next convenient time the customer is available for collection. No refund / discount will be given for failed collections.
In the event the recipient is not at the delivery address when the driver delivers, they will either leave with a neighbour or return the parcel to the depot. Some of the carriers we use may leave a calling card advising of the action that has been taken, but this is not guaranteed. Third Party Collections / Three Way Collections / Freight Forward Collections, (this is where the customer is arranging a collection from a remote address). It is the customers’ responsibility to ensure there is somebody at the remote collection address to hand the goods to the driver. The customer may incur a surcharge of up to 100% of the original shipping charge if an attempted collection fails from a third party address.
You will not be able to track your consignment online until the package has actually been collected by the carrier.
Your consignment/s must be packed to a professional standard. All items must be packed with sufficient protection to withstand reasonable handling in transit. Minimum packing requirements are stated on the booking form and must be adhered to. If the items are not packed as advised, they may not be insured during transit. It is not the responsibility of the driver to ensure items are suitably packed, the sender is responsible for ensuring items are protected during transit through suitable packaging.
You are pre-paying for the postage charges of your consignment/s only. Direct Courier Solutions has no control over any customs queries or charges that may arise. Customs charges must be paid in addition by the sender or receiver before delivery is made. Direct Courier Solutions reserve the right to pass these charges directly onto the person that placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on.
By entering the weight and dimensions of your consignment/s you are pre-paying for the postage. If the consignment/s is/are heavier or larger, the additional weight will be charged to the card or PayPal account that the order was placed on together with an administration charge of £10. Additional charges will be confirmed in writing.
Please ensure you are in at the collection time that you request. A surcharge of up to 100% of the original charge may be applied if the goods are not available when the driver attempts to collect.
Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.
The automated system books and charges for the delivery. If the consignment/s has to be returned then the return charge is chargeable.
You are pre-paying for the postage charges. Any Customs charges will be passed on in addition should they arise.
We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct.
Delay / Damage / Loss
Any item that is listed in our Prohibited Items List will be exempt from any claim against delay, damage and loss. Please check our Prohibited Items List before booking with Direct Courier Solutions.
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
Your consignment/s must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed with sufficient protection to withstand reasonable handling in transit. Minimum packing requirements are stated on the booking form and must be adhered to. In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. Any claim will be rejected if the item is moved / repaired or if the packaging is not kept.
Any item travelling through our services must be able to withstand a short drop; fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined.
If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.
If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as ‘DAMAGED’ otherwise any claim for damage will be refused. It is the senders’ responsibility to inform the recipient of these terms and conditions.
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.
If you are not in receipt of your expected item, we must be made aware within 5 days of the expected delivery date to enable us to carry out sufficient searches. If searches are not carried out within this time, claims for loss will not be considered.
All claims must be brought to us via email within 72 hours of receipt. Please state your Direct Courier Solutions order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.
Items must be packaged individually, any items taped together that come apart in transit will not be covered by the insurance.
Liability & Claims
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.
In the event of a claim, a cost invoice will be needed to prove the value of the consignment/s. For all damage claims, a quote for repair and photos must also be provided.
There will be an excess of 10% of the value of the claim up to a maximum of £50 on all claims.
If the item is not sufficiently packed, the claim will be rejected.
If the item is not correctly labelled, the claim will be rejected.
Please check our Prohibited Items List to see if you are able to make a claim. Any item that is listed in our Prohibited Items section will be exempt from our liability cover.
All claims must be brought to us via email within 72 hours of receipt. Please state your Direct Courier Solutions order/tracking number and a detailed description of the claim/complaint. Full details supporting any claim will be required within 7 days of initiating a claims procedure. A cost price invoice, images of packaging used (and images of the damage in the event of a damage claim) are needed to initiate a claim, please ensure you have these available or we will not be able to complete the claim form on your behalf. Allow 2 working days for us to review all details of the claim before we contact you.
Any extension of Liability cover will be the sole responsibility of the cariier contracted for the collection ie they will be liable for this element of cover and not Direct Courier Solutions.
Direct courier solutions will be responsible for administrating all claims.
The person placing the order is responsible for the information entered. Direct Courier Solutions will not be held responsible for wrong information that is entered and no refunds will be given in this instance. You are pre-paying for the postage charges and Direct Courier Solutions applies these charges on your behalf to our account with the relevant carrier. We are not liable for any customs charges that may arise.
Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with Direct Courier Solutions.
Loss or damage under the following conditions will not be covered: Act of God, Consequences of war, Insufficient packaging / Incorrect labelling, Prohibited contents.
Direct Courier Solutions will deal with the person who placed the order only.
Liability is limited to the cost of sending the item only and to the Insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.
Carriage payment will only be refunded in the event that the contract for shipment was not for-filled. Settlements for items received that have been damaged in transit will be to replace or restore the item back to their original state, carriage payment will not be refunded.
We will not be obliged to carry out the Contract if our performance is prevented or delayed by causes beyond our reasonable control including, without limitation:-
b) severe weather conditions;
c) industrial dispute;
d) strike or labour disputes; and
e) delay by any government or public or local authority, including the customs of any country where the goods are carried.
You must pay our charges in full in these circumstances. We will decide whether the Contract has come to an end as a result of any of the circumstances in this Condition.
Direct Courier Solutions respect your right to privacy. None of the information we collect is passed on to other parties, except when required as part of the business services we provide for you, or as required under UK law. Direct Courier Solutions will only collect details about you when you place an order. This will include your name and address, your e-mail address, and various other details necessary to complete a transaction and fulfil your order. Direct Courier Solutions do not collect any information which may be deemed “sensitive personal data” under the Data Protection Act 1998. Direct Courier Solutions will retain the details that you provide to complete a successful order with us. All customers email and postal addresses are automatically entered into a database so they may receive occasional emails from us about our services or general advice which we feel may benefit them. Customers are free to opt out of the news services by following the instructions on the bottom of each news email or contacting us to remove their details. Your submission of an order is deemed to be your consent to provide us with your details. We use no other means of data collection.
Credit & Debit Card Payments
Direct Courier Solutions allow you to purchase services from us by credit/debit card. To ensure absolute security and privacy, we entrust credit/debit card transactions to PayPal. Your credit/debit card details will not be retained by Direct Courier Solutions and Direct Courier Solutions never actually sees your card details.
Direct Courier Solutions take security very seriously, which is why we have chosen to use online credit card processing facilities provided by PayPal. PayPal facilities are fully secure and use a range of industry standard and PayPal’s unique security and fraud prevention systems. Your online purchase from us will take place in real time, and we will never see your credit card details. You can have confidence that our online purchasing facilities are secure and safe to use.
We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact the Managing Director via firstname.lastname@example.org
If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.
These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.
These terms and conditions are in addition to your statutory rights as a consumer, which remain unaffected.
Direct Courier Solutions is a trading name of Vangaurd Ltd whose registered office is at Suite 18, Blackburn Rovers Enterprise Centre, Nuttall Street, Blackburn, BB2 4JF