Shipping since 2001
Toll Free : 0800 096 38 39
FAQ
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Home / FAQ
Once we have collected your goods at the point of the destination, we will book space on either a ship or plane; depending on the type of service you have been chosen. Upon confirmation of space allocation, we will advise you either e-mail or post all relevant details enabling you easy retrieval of your goods at destination.
2. What are my goods Insured / Extended Liability cover for?
All Luggage / Baggage / goods are carried as per Excess Luggage Limited. Terms & Conditions of carriage. All goods / luggage/ baggage not covered under UK the domestic or Overseas Enhanced Liability / insurance cover are carried at owner’s risk. Copy of Terms & Condition available upon request. SDR (Special drawing right)
“(A) Subject to clause 2(B) and 11(B) above and sub-clause (D) below, the Company’s liability howsoever arising and, notwithstanding that the cause of loss or damage be unexplained, shall not exceed (i) in the case of claims for loss or damage to Goods:
a) the value of any loss or damage, or
(b) a minimum sum of 25 SDR plus a rate of 1.5 SDR per kilo of the gross or volumetric weight of any Goods lost or damaged for export or import into the UK whichever shall be the lower.
(c) a minimum sum of 25 SDR plus a rate of 5 SDR per kilo of the gross weight of any Goods lost or damaged for domestic UK deliveries or collections within mainland, not for export or import, whichever shall be the lower.â€
Please indicate the value of Cover required in the Excess Luggage Enhanced Liability / insurance box this must match the Valued packing list provided at point of collection. Enhanced overseas Liability Cover for owner packed Personal Effects / Personal household goods is on (Total Loss or Total Theft) of your whole consignment. Additional Charges applicable. Overseas Enhanced Liability / Insurance cover is not available to all overseas destinations), please check with customer service.
Please note No Glass or Ceramics items are cover under this Domestic / Overseas Enhanced Liability cover. All Electronic items, such as LCD/ Plasma TV's must be packed in manufactures original packing. Non Payments of shipping / Enhanced liability / Insurance cover’s will automatically cancel the cover. All goods will then be carried at owners risk as per company policy.
Additional Extended Liability / Insurance cover, can be obtained at additional cost for all Owner packed goods £15.00 GBP minimum or 5% of the value of goods ever is greater, maximum cover is 10000.00 per consignment. Insurance for all risk cover can be obtained from independent Brokers
When Sending Personal effects, Personal belongings, Luggage and baggage it is advised the shipper and receiver is the same person, in some cases destination authorities demand that you yourself be present. Other wise the goods could be liable for duties and taxes in the arrival country by customs. You may nominate a person in certain countries (please check with Customer services before sending goods.) and they must be able to provide arrival customs a form of ID Passport, ID Card to collect the Luggage on your behalf.
All Goods / commercial or samples can be collected by the party nominated by your self on the Excess Luggage contract form.
This varies from destination to destination, also on the service you take with Excess Luggage. If you are sending goods / luggage / baggage to arrival airport / Sea port via our Bronze, Silver or Bulk shipping services then there will be charges to be paid upon arrival of your goods / luggage / baggage these charges vary subject to your arrival destination from £ 45.00 to £85.00 to cover import documentation, agent, airline or shipping line fees. Please note NO local arrival charges are included on our Bronze, Silver services and including Bulk LCL, FCL services. Please also note that on Gold Door to door services no customs Duties, Taxes & inspections fees are included and delivery is to kerb side only, if no Lift facilities are available at Delivery Address.
There may be also some other local tax and duties charges payable subject to customs demand of your arrival country please check with your local embassy or consulate for these before sending your luggage / baggage or goods. On personal effects generally there are no duties & taxes to be paid if your effects are older than six months.
We accept personal cheques (with guarantee card), Visa, Access / MasterCard / Amex and Diners credit cards. We also accept cash! You can even transfer funds into your Bank account. Please note credit cards carry a 3.5% surcharge, all cheque payments will have to be bank cleared before the luggage / baggage / goods can be dispatched
6. Can I have some empty boxes?No problem - we do however take a refundable £5 deposit per box upon delivery. We refund 50% off the deposit if you should decide to go to ahead with the booking and are over 100 Kilos.
7. Do you collect and if so do you charge for it?
Greater London Collections:
We do collect Monday to Friday business hours (10:30 A.M to 17:00 PM) with no charge on our Excess Luggage silver, Gold service provided it is within the Greater London M25 area. Weekend collection charges are; Saturday £35 and Sunday £50, within Greater London M25.
Collections outside of Greater London:
Collections outside of Greater London are subject to charge. All other areas outside of Greater London subject to an overnight collection fee. Please note that we currently do not offer Excess luggage / Baggage / Goods collections, deliveries services at Weekends* or on Public Holidays* outside of Greater London.
Collections outside of Greater London are done between the hours of (13:00 to 17:00 hours). Monday to Friday. Please have your Luggage, Baggage ready for collection when the collection agent/ courier arrive. Kindly please clearly label all luggage’s for overseas shipping to our Address. Along with your Excess luggage contract shipping number that begins with 395-. If you live in a building with No lift facilities please bring your luggage down to the courier / agent on the ground floor level. All baggage / luggage must not weight more than 30 kilos per Single / Item this due to Health & Safety of our staff and appointed agents. Any heavy luggage / baggage may be refused collection and charges levied.
When completing the Excess luggage contract / consignment form (395 prefix) please complete all the necessary details requested so as we can send / ship your unaccompanied personal effects to your destination as soon as possible. For collection outside of Greater London The company uses third party collection agents / Courier. The company does not offer any Enhanced liability / insurance cover within the Uk domestic market, other than what is stated in the companies (Excess luggage Terms and condition of carriage). How ever we can offer limited enhanced liability cover to you, should you require it. The limited enhanced liability carriage cover can be obtained by indicating on the TNT / City link /APC Collection docket / consignment at point of collection and valued declared on the form, please note we will require a valued packing list for such cover if any Uk Domestic limited enhanced Liability* cover is required from your Door UK to Arrival Excess Luggage Depot. Or Uk Mini Move. Additional Charges applicable. *If no UK Domestic limited Enhanced Liability cover is taken, then all goods are carried at owners risk as per company’s (Excess Luggage terms of carriage) copy available upon request.
Please be advised that we will not carry any Dangerous, Hazardous or prohibited items please check with your destination customs. A booking collection, deposit fee of £25.00 is required for all bookings in the event of cancellation. The fee will be refunded back to you upon shipping with Excess Luggage. All items collected are subject to a collection fee of 21.00 per item up to 30 Kilos. All UK collections / mini moves are based on physical or volumetric weight of the item this is based on Height, Length and Depth of the item in centimetres, Box size Example 52H x 47W x 47 D = then divide by 4000 28.71 Kg (29Kg) Maximum Uk domestic dimension of carriage is 170 H x120 W x120 D. physical weight 500Kg (612kg vol. chargeable). All luggage / Baggage /goods are subject to check weight and re- measurements by Excess Luggage.
Saturday / Sunday surcharge as quoted upon request. We can also offer same day collection from outside of Greater London subject to a mileage collection fee.
Finally once more, if you live in a block of flats were there are no lift facilities, we kindly ask you to bring your Excess Luggage / Boxes, Cartons to the ground floor once our driver has announced his arrival. Please note, keep your baggage to a maximum weight of 30 kilos per item due to Health and Safety regulations. For Luggage / Baggage over 5 items, a secondary man rate will apply. We request that if you live in a restricted parking area's to provide us with a parking permit. As all parking fines will be passed on to the Customer.
We use quite a variety of airlines so yes; we may be able to place your goods on the same flight. However, please note that the goods still have to go to the cargo areas first and be presented to CUSTOMS (if outside the EEC) before you can collect them. The goods do not arrive on the normal baggage carousels in the arrivals hall.
9. What happens if I have a problem?Any problems must be notified to us immediately by phone, fax or e-mail details listed on your shipping contract, so that we can deal with it as quickly as possible. Problems are normally rare though provided there are no restricted items in your goods and that you have co-operated fully with the local Customs and Clearance procedures.
10. What about my valuables and fragile stuff?We recommend that all valuables and monies are carried on your person. Fragile stuff can be taken care of by our specialist packing service, which will ensure the goods are packed to survive the journey. Please inform us beforehand of any fragile items so that we can advise accordingly. Please note No Glass or Ceramics items are cover under Domestic / Overseas Enhanced Liability cover. All Electronic items, such as LCD/ Plasma TV's must be packed in manufactures original packing. Non Payments of shipping / Enhanced liability / Insurance cover’s will automatically cancel the cover. All goods will then be carried at owners risk as per company policy.
11. Can I store the goods with you before the flight date?We can store your goods - we need a full signed and detailed packaging list before we are able to accept goods for storage. Charges vary due to sizes but please contact us for a quote.
12. Will you weigh my goods at my house?
Yes we can weight your luggage within the Greater London area - drivers carry high -quality portable scales and all relevant documentation. Please note that dimensions also have to be considered when it comes to exporting goods either by sea or air.
Luggage collections outside of Greater London are not weight at the customers premises they are check weight at the collection agents warehouse and then recheck again upon arrival at the Excess Luggage Depot for export of Luggage/ baggage / goods.
Mix dense items such as books and magazines with lighter items such as clothes or bubble wrap - this will keep your costs down. Small breakables such as cassettes and small picture frames should be cushioned with clothes and surrounded by books. Seal cartons as tight as possible and cut down boxes to size - this will help them survive the journey better. Make a list as you go along - you won't have to re-open the boxes and then if you get confused!
Take your time - we only need 48 - 72 hours before flight times so you can pack quite near.
No - what you get quoted is what you pay. No catches, no hassles. Call: 0845 270 7186 / 0208 577 0033