Conditions of Carriage
1. Definitions
In these Conditions the following expressions shall have the following meanings:
1.1 “Parcelforce Worldwide” means Royal Mail Group Limited, and its appointed sub-contractors and agents.
1.2 “Customer” means the sender of a single Consignment making payment otherwise than through an account held with Parcelforce Worldwide.
1.3 “Consignment” means any one Parcel (or more than one Parcel packaged as a single Consignment) sent at one time by the Customer from an address in the UK to another address in the UK or to an address not in the UK.
1.4 “UK” means England, Scotland, Wales, Northern Ireland, the Isle of Man and the Isles of Scilly (referred to as Zones 1-3 in the Retail Guide).
1.5 “Dangerous Goods” means those items specified as dangerous or hazardous in the Retail Guide; and those items defined as dangerous or hazardous by the regulatory bodies and by legislation, regulations and guidelines governing transport by road, rail, sea or air.
1.6 “Parcel” means a package (which includes its contents) sent under any of the Services.
1.7 “Despatch” means the time when the Customer hands a Consignment to a representative or agent of Parcelforce Worldwide for conveyance and delivery under the Services.
1.8 “Services” means any and all of express9, express10, expressAM, express24, express48, globalexpress, globalpriority, irelandexpress, globalvalue, globaleconomy and BFPO Worldwide; details and specific service features of which can be found in the Retail Guide.
1.9 “Working Day” means any day other than a Saturday (save for a Saturday on which Parcelforce Worldwide has agreed to make a delivery), Sunday, Bank or Public Holiday, Good Friday, Christmas Day and any other day on which the Parcelforce Worldwide network is closed. It also means only the equivalent in the country of destination or any intermediate country.
1.10 “Antique” means an object which is over 100 years old.
1.11 “Collectable” means something which has appreciated in value either due to its scarcity or due to it being no longer in production.
1.12 “Consignment Charges” means the charges payable to Parcelforce Worldwide by the Customer in accordance with Condition 8 for the carriage of a Consignment, but shall exclude any additional charge(s) payable for enhanced compensation as referred to in Condition 10.
1.13 “Excluded Goods” means those goods described as such, or described under the heading “Compensation Exclusions” (or similar expression) in the Retail Guide.
1.14 “Retail Guide” means the then current Parcelforce Worldwide leaflet, available at Post Office ® branches and/or information on-line at www.parcelforce.com under those or similar titles.
1.15 “UK deliveries” means any deliveries to an address in the UK.
1.16 “International Deliveries” means any deliveries to an address outside the UK. Parcelforce Worldwide deliveries to the Channel Islands are classified as International Deliveries.
1.17 “Recipient” means the person or persons to whom a Parcel or a Consignment is addressed.
1.18 “Undeliverable” means that Parcelforce Worldwide has been unable to deliver a Parcel or Consignment, or in its opinion considers that the circumstances are such that it should not attempt a delivery(ies).
1.19 “Conditions” means these Conditions of Carriage (UK and International Retail Services).
1.20 “Prohibited Goods” means Dangerous Goods and all other items designated as prohibited by Parcelforce Worldwide from time to time.
1.21 “Restricted Goods” means items designated as such in the Retail Guide.
2. Delivery to an address
2.1 Parcelforce Worldwide undertakes to deliver to the address specified on the Consignment or in the despatch documentation, not to a Recipient, except that for International Deliveries in some countries delivery will be made to a local post office or postal depot.
2.2 In respect of UK deliveries, if there is no-one at the address then:
2.2.1 Parcelforce Worldwide may at its discretion attempt to deliver the Consignment to an alternative address being either:
(i) a neighbouring address; or
(ii) a local Post Office branch, where it can be collected during the next 16 days; and
2.2.2 if the Consignment is delivered to an alternative address, a Customer Contact Card will be left at the specified address which has been completed with sufficient details to enable the Recipient to recover the Consignment; and
2.2.3 the Customer agrees that such delivery shall constitute delivery to the address specified as the delivery address on the Consignment.
2.3 Parcelforce Worldwide does not undertake to intercept a Consignment in transit before delivery has been attempted.
2.4 Parcelforce Worldwide shall not be liable in respect of any Consignment delivered to the delivery address or other address specified by the Recipient, where any person misrepresents his authority to receive the Consignment on the Recipient’s or Customer’s behalf; or where Parcelforce Worldwide is delivering it in accordance with instructions from, or purporting to be from the Recipient or the Customer.
2.5 When delivering a Consignment, if the particular Service provides for it, Parcelforce Worldwide will request the person who accepts delivery (not necessarily the Recipient in person) to sign an acknowledgment of receipt, which may include signature by electronic means.
2.6 Copies of the receipt referred to in 2.5 above, shall be available (subject to data protection requirements) for a period of six months from the date of delivery, subject to the payment of charges as published by Parcelforce Worldwide from time to time at www.parcelforce.com.
2.7 PO Box addresses are not acceptable as delivery addresses for any of the Services, unless designated as such at www.parcelforce.com
3. Maximum sizes and weights
3.1 The size of each Parcel for UK deliveries must not exceed 3 metres length and girth (measured around its thickest part) combined and 1.5 metres for the greatest dimension.
3.2 In respect of UK deliveries, there is no limit to the weight of a multi-Parcel Consignment but individual Parcels must not exceed 30kg.
3.3 In respect of International deliveries, all Parcels must comply with the size and weight limits of the country of destination. Current size and weight limits are available at www.parcelforce.com
4. Restricted, prohibited and dangerous goods
4.1 Prohibited Goods and Restricted Goods are described in the Retail Guide.
4.2 The Customer is responsible for ascertaining if the contents of a Parcel is subject to restrictions or specific requirements either within the UK or the country of destination for International deliveries (e.g. particular packaging) by referring in the first instance to the Retail Guide and must comply with all specified requirements.
4.3 The Customer must not send any Prohibited Goods by any of the Services. If Prohibited Goods are sent by the Customer, Parcelforce Worldwide may deal with them as it reasonably sees fit (without incurring any liability whatsoever to the Customer or Recipient) and if they have caused injury or damage the Customer may be liable to prosecution.
4.4 Parcelforce Worldwide may add or remove items from the definition of Prohibited Goods and Dangerous Goods without notice, but will endeavour to make the details of any such additions or deletions available at www.parcelforce.com.
4.5 The Customer must properly pack and duly label any Parcel which is subject to requirements in accordance with the Retail Guide and all legislation, regulations and guidelines governing its transportation by road, rail, sea and air.
4.6 The Customer shall be liable to Parcelforce Worldwide, its sub-contractors and its agents for all loss, damage or injury arising out of the carriage of Prohibited Goods and Dangerous Goods whether declared as such or not and Restricted Goods not properly packed and duly labelled (or not in compliance with any other specific requirements) to the extent that such loss, damage or injury is caused by the nature of those goods.
5. Addressing and documentation
5.1 The Customer shall write the full postal address, including the postcode (or local equivalent) and telephone numbers of both the Recipient and the Customer on each Parcel and Consignment and each Consignment must be accompanied at the time of Despatch by fully completed despatch documentation (including service indicators and barcodes) as supplied by Parcelforce Worldwide for the Service used.
5.2 The Customer shall ensure that each Parcel is adequately packaged and labelled in accordance with any requirements set out in the Retail Guide and the requirements of any legislation, regulations and guidelines governing transportation by road, rail, sea or air.
5.3 The Customer shall retain all Customer receipts and/or copies of despatch documentation relating to the Despatch as these will be required to support any claim for compensation under Condition 11.
5.4 In respect of International deliveries, the Customer shall fully complete, prepare, sign (as appropriate) and attach all documentation as required by HM Revenue and Customs or as required by any overseas customs authority. The Customer recognises that failure to fully complete and sign the customs declaration (where applicable) may result in customs clearance delays and/or loss or damage to a Parcel, for which Parcelforce Worldwide bears no responsibility.
5.5 The Customer recognises the right of international customs authorities to inspect packages and documentation and for customs to instruct Parcelforce Worldwide or its agents worldwide to open any Parcel for examination and Parcelforce Worldwide shall incur no liability of any kind as a result of that. The Customer authorises
Parcelforce Worldwide or its agents to complete any necessary documentation for the purpose of customs clearance either in the UK or abroad, but also notes and accepts that Parcelforce Worldwide is not legally permitted to complete and/or sign individual customs declarations as this is the responsibility of the Customer.
5.6 In accordance with applicable regulations in various jurisdictions Parcelforce Worldwide and its agents may be required to undertake X-ray screening of Consignments and Parcelforce Worldwide and its agents shall have no liability in respect of any resulting loss, damage or delay, even if arising from its negligence.
6. Service standards and delivery
6.1 Please note that delivery timescales are extended for some Services for International deliveries and for UK deliveries when delivery is to be made to an address in Zone 2.
6.2 The service standards for each of the Services are as set out from time to time in the Retail Guide and shall apply subject to these Conditions, and in particular 6.3 below.
6.3 For the purposes of calculating service standards:
6.3.1 only Working Days will be counted and for International deliveries this includes those both in the UK and Recipient destinations and may vary country by country; and
6.3.2 where Parcelforce Worldwide attempts to deliver a Consignment to the address shown on the Consignment and for whatever reason delivery cannot be achieved (including unreasonable delay in acceptance at that address) then delivery shall be deemed to have taken place at the time when the Consignment is first presented to that address for delivery or when Parcelforce Worldwide joins a queuing or booking in system, if that is in operation at that address; and
6.3.3 where Parcelforce Worldwide is directed to hold a Consignment for collection or pending further instructions, (which at its discretion Parcelforce Worldwide may do), then delivery shall be deemed to have taken place at the earliest time when the Consignment was made available for collection by the Recipient; and
6.3.4 Consignments addressed to Post Office Boxes where permissible (or the local equivalent) are deemed to be delivered when the Consignment or notification of the Consignment’s arrival is placed in the Post Office Box, or when the notification of arrival is advised by telephone, whichever is the sooner.
6.4 Consignments will only be delivered on Working Days.
6.5 If a Consignment is despatched other than on a Working Day, or after the latest acceptance time on a Working Day, it will be deemed to have been despatched on the next Working Day.
7. Non-delivery
7.1 If a Consignment is Undeliverable for any reason, Parcelforce Worldwide will attempt to notify the Customer as per 7.2 below. If the Customer cannot be contacted within a reasonable amount of time (three (3) Working Days for globalexpress) or fails to reach an agreement with Parcelforce Worldwide within a reasonable period of time as determined by Parcelforce Worldwide, Parcelforce Worldwide at its sole discretion, may return the Consignment to the Customer, place the Consignment in a general order warehouse, (or customs-bonded warehouse), or dispose of the Consignment. The Customer will be liable for any and all costs, charges and fees incurred in returning, storing or disposing of an Undeliverable Consignment, unless the Consignment was Undeliverable due to the fault of Parcelforce Worldwide.
7.2 After an attempted delivery, the Customer or the Recipient may request that an undelivered Consignment be returned to the Customer, delivered to the Recipient or redirected (and in the case of the Recipient’s request, the Customer hereby consents to Parcelforce Worldwide performing such action), subject to payment of such additional charges notified by Parcelforce Worldwide to the person who makes the request. Parcelforce Worldwide will endeavour to perform such additional service on the terms and conditions set out in these Conditions or such other Parcelforce Worldwide terms which govern the additional services, if such is the case.
7.3 If an undelivered Consignment is held by Parcelforce Worldwide and is not claimed within 60 days of Parcelforce Worldwide leaving notification of its attempted delivery at the delivery address (unless Undeliverable when no notification is required), Parcelforce Worldwide shall, where reasonably practicable, attempt to contact the Customer. If this fails Parcelforce Worldwide will be entitled to deal with the Consignment as it sees fit.
7.4 If Parcelforce Worldwide is unable to agree to a request as per 7.2 above then Parcelforce Worldwide will be entitled to deal with or dispose of the Consignment as it sees fit.
7.5 Parcelforce Worldwide assumes no responsibility for its inability to complete a delivery due to incorrect or missing documentation, whether or not it attempts to notify the Recipient or the Customer. Parcelforce Worldwide shall be entitled to charge an administrative fee for obtaining such corrective or complete information.
7.6 If a Recipient refuses to pay any customs charges and duties (and any handling charges levied by Parcelforce Worldwide in respect thereof) due in respect of a Consignment and as a result, it or a part of it is not delivered, Parcelforce Worldwide shall not incur any liability and the Consignment (or relevant part) will only be returned to the Customer if those charges plus return carriage charges are paid by the Customer. Parcelforce Worldwide will attempt to contact the Customer to advise of the charges and to obtain agreement to pay. If such agreement is forthcoming, the Customer shall make payment at or to the local Parcelforce Worldwide depot, thereafter the Consignment (or relevant part) will be returned to the Customer.
7.7 Where the Customer refuses to pay the charges, referred to in 7.6 above, the Consignment (or relevant part) may be disposed of by Parcelforce Worldwide as it sees fit.
8. Charges
8.1 Charges are set out in the Retail Guide.
8.2 The Customer shall pay to Parcelforce Worldwide the Consignment Charges and any other charges relating to the Services selected at the time of Despatch by the method specified by Parcelforce Worldwide. Other charges incurred or levied after Despatch will be payable in the manner and timescale specified by Parcelforce Worldwide from time to time, which are currently on demand. Such other charges may include but are not limited to handling charges, charges for enhanced compensation, returning/disposing of Undeliverable items, providing hardcopy proof of delivery and re-packaging and as otherwise specified in these Conditions.
8.3 Parcelforce Worldwide reserves the right to assess and impose surcharges on globalexpress Consignments without notice. The duration and amount will be determined at Parcelforce Worldwide’s sole discretion. The Customer, by tendering a Consignment to Parcelforce Worldwide, agrees to pay the surcharges in force at the time of order, such charges to be determined by Parcelforce Worldwide at its entire discretion. Details of current surcharges are available upon request.
8.4 All charges are expressed exclusive of VAT and if VAT is payable, it will be charged for at the appropriate rate, and paid by the Customer.
9. Liability for delay, loss or damage
9.1 Parcelforce Worldwide will only be liable for loss of, or damage to a Consignment if caused by its negligence (or that of persons for whom it is vicariously liable) and its liability is further limited as set out in these Conditions and in particular in this Condition 9.
9.2 Parcelforce Worldwide shall pay compensation for the actual value of the contents of the Parcel to the Customer for loss of or damage to a Consignment or delay in its delivery (if caused by its negligence or those for whom it is vicariously liable) up to the limits for the Service, as set out in Condition 10, subject always to the provisions of these Conditions. Compensation for delay is given as a refund of the whole or part of the Consignment Charges.
9.3 Except as referred to in Condition 9.1 and 9.2 Parcelforce Worldwide shall not be liable to the Customer or any other person for any loss of, or damage to, or any delay in the collection, conveyance or delivery of any Consignment(s), whatsoever and howsoever such loss, damage or delay was caused, whether from contract, breach of statutory duty, tort (including negligence of Parcelforce Worldwide or its officers, employees, contractors or agents), or otherwise.
9.4 Parcelforce Worldwide does not accept liability for any loss of contracts, business, profits, revenue, anticipated savings or any indirect or consequential loss or damage whatsoever or howsoever arising whether from contract, breach of statutory duty, tort (including negligence of Parcelforce Worldwide or its officers, employees, contractors or agents), or otherwise.
9.5 Any compensation payable for loss or damage shall be limited to the repair costs of the actual item(s) damaged or, if they are lost or damaged beyond repair, their replacement cost, taking account of depreciation for wear and tear at cost price and excluding VAT where applicable, or (at Parcelforce Worldwide’s option) repairing or replacing the items with an equivalent item and compensation shall not in any event, exceed Parcelforce Worldwide’s stated limits of compensation as set out or referred to in Condition 10.
9.6 In addition to other compensation exclusions, Parcelforce Worldwide shall not be liable to pay compensation for loss of, or damage to a Consignment:
9.6.1 due to latent or inherent defect, vice or natural deterioration of items; or
9.6.2 containing Excluded Goods or Restricted Goods, (where requirements have not been observed); or
9.6.3 containing tickets, or tickets which are exchangeable for goods or services (including without limitation, airline tickets or tickets for any mode of transportation); or
9.6.4 delays in delivery caused by adherence to Parcelforce Worldwide policies to provide a copy of the delivery record or a copy of the signature obtained at delivery; or
9.6.5 damage in transit or in handling of fluorescent tubes, neon lighting, neon signs, X-ray tubes, laser tubes and light bulbs or other inherently fragile items; or
9.6.6 Parcelforce Worldwide's failure to honour "package orientation" graphics (e.g., "UP" arrows, "THIS END UP" markings); or
9.6.7 The Customer's failure to ship goods in packaging approved by Parcelforce Worldwide prior to shipment, where such prior approval is recommended or required; or
9.6.8 Parcelforce Worldwide's failure or inability to attempt to contact the Customer or Recipient concerning incomplete or inaccurate address, incorrect or incomplete documentation, non-payment of duties and taxes necessary to release a Shipment, or incomplete or incorrect custom's broker's address.
9 cont'd. Liability for delay, loss or damage
9.7 Any compensation payable under these Conditions for loss of or damage to any Collectable shall be limited to the actual price paid by the Customer as confirmed by satisfactory written or printed evidence. Such compensation will not exceed the compensation limits set out in Condition 10 for the Services selected.
9.8 Parcelforce Worldwide shall not be liable to pay any refund or compensation in respect of a Consignment containing Excluded Goods or Prohibited Goods or otherwise despatched in contravention of any provision of these Conditions. Parcelforce Worldwide shall not be liable to pay any refund or compensation in respect of a Consignment which is damaged, lost or delayed as a result of it being inadequately packaged, incorrectly addressed or accompanied by incomplete despatch or customs documentation.
9.9 Parcelforce Worldwide shall not be liable in respect of any Consignment where any person has been fraudulent or dishonest in any way in respect of that Consignment or misrepresents his authority to receive a Consignment on the Recipient’s or Customer’s behalf.
9.10 Parcelforce Worldwide shall not be liable to pay any refund
for late delivery in respect of:
9.10.1. Consignments addressed to a PO Box address unless designated as permissible on www.parcelforce.com; or
9.10.2. Consignments addressed to a PO Box or local post office where the postal delivery agent operates a held for collection process; or
9.10.3 any delay in delivery due to acts or omissions of customs or other regulatory agencies; or
9.10.4 delays in delivery caused by adherence to Parcelforce Worldwide policies regarding the payment of duties and taxes.
9.11 Parcelforce Worldwide shall not be liable to pay any compensation or refund for delay where:
9.11.1 the Consignment is held up in customs for formal entry clearance or because duty is payable; or
9.11.2 the Consignment needs collection by the Recipient in person; or
9.11.3 the Consignment is seized by any customs authority; or
9.11.4 the customs documentation is incomplete or incorrect; or
9.11.5 the Consignment has not been packed correctly; or
9.11.6 the Consignment contains Prohibited or Restricted Goods; or
9.11.7 the Consignment does not have a complete and accurate address, postcode and telephone number for the Customer and Recipient; or
9.11.8 it is indicated on the country specific information that the delivery guarantee does not apply.
9.12 For a comprehensive list of items excluded from compensation please refer to the Retail Guide.
9.13 Parcelforce Worldwide shall have no liability for loss, damage and delay where a Consignment is despatched to a destination where the Service has been suspended.
9.14 Parcelforce Worldwide reserves the right to suspend any of the Services and/or compensation arrangements to specific destinations where it considers that circumstances prevent the provision of a reliable service.
10. Compensation
10.1 The following limits currently apply to compensation payable under these Services:
Max inclusive Max cover with
cover enhanced compensation
express9 £200 £2500
express10 £200 £2500
expressAM £200 £2500
express24 £100 £2500
express48 £50 £2450
globalexpress £200 £2500
irelandexpress £200 £2500
globalpriority £100 £2500
globalvalue £50 £450
globaleconomy NA NA
BFPO Worldwide £20 £500
Note: these are maximums per Consignment.
Certain items have specific compensation limits as detailed in the Retail Guide.
10 cont'd Compensation
10.1.1 Compensation for actual loss up to a maximum amount set out in 10.1 will be payable for loss of or damage to a Consignment sent under the Services, except where the Customer has paid an additional charge for enhanced compensation, when the limit will be the amount appropriate to the level of charge paid (as advertised by Parcelforce Worldwide from time to time), subject to the overall limit.
10.1.2 In respect of late delivery (as defined in Condition 10.2) the Customer may claim a refund of the Consignment Charges paid for the Service selected as set out below. Where appropriate, A and B shall have the following meanings:-
A. Percentage refund of the Consignment Charges paid if delivered on the appropriate day but not in accordance with the Service
B. Percentage refund of the Consignment Charges paid if delivered after the appropriate day.
A B
express9 100% 100%
express10 100% 100%
expressAM 100% 100%
express24 n/a 50%
express48 n/a 25%
globalexpress 100%
irelandexpress 100%
globalpriority 25%
None of the other Services provide for compensation for delay.
10.2 “Late delivery” or “delay in delivery” (or similar expressions) means delivery which is not in accordance with the delivery times advertised for these Services from time to time by Parcelforce Worldwide, subject to the provisions of Conditions 6.
11. Claims for compensation
11.1 Parcelforce Worldwide will require the Customer to substantiate a claim by providing any relevant information about the Consignment including proof of Despatch,
proof of value, estimates for repair costs (where relevant), cost price, invoices (excluding VAT), weight and nature of the item(s) lost or damaged, and, in the case of damage, must provide the Consignment (and in particular the damaged item) and all the packaging for inspection.
11.2 Parcelforce Worldwide may make such investigations as it deems necessary to satisfy itself of the validity of any claim and the Customer shall co-operate as is reasonable in the circumstances.
11.3 All claims for compensation must be made on a fully completed Parcelforce Worldwide claim form which must be received by Parcelforce Worldwide within the following timescales measured from the date of Despatch; 15 days for globalexpress, 120 days for globalvalue and BFPO Worldwide and 30 days for all other Services.
11.4 The Despatch of sensitive data and documents, with contents including but not limited to names, addresses, bank details, signatures and dates of birth is entirely at the Customer's risk and no compensation is available for these items. Data stored on electronic media, for example data disks, hard drives, magnetic tapes or pen drives must be suitably encrypted. The Customer shall indemnify Parcelforce Worldwide against all actions, claims, proceedings and judgements together with costs incurred relating to loss, damage or disclosure of such data documents except to the extent that Parcelforce Worldwide has been negligent.
12. General
12.1 Parcelforce Worldwide shall not be liable (whether for the payment of compensation or refunds or otherwise), for loss, damage or delay to the extent that such results from any acts or omission of the Customer or Recipient or circumstances outside its reasonable control, including (without limitation) any adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of public or private highway or from any industrial action whatsoever.
12.2 Parcelforce Worldwide may engage agents and/or sub- contractors to perform all or any part of the Services to be provided to the Customer.
12.3 Nothing in these Conditions (nor anything else), shall confer on any third party any benefit, nor the right to enforce any of these Conditions which that person would not have had but for the Contracts (Rights of Third Parties) Act 1999.
12.4 These Conditions will be governed by and construed in accordance with the law of England and Wales. Each party irrevocably agrees to submit to the exclusive jurisdiction of the courts of England and Wales over any claim or matters arising under or in connection with this agreement.
12.5 These Conditions and documents and information on websites referred to, constitute the entire agreement between Parcelforce Worldwide and the Customer. The Customer acknowledges that in agreeing to these Conditions they are not relying upon any representation or undertaking, whether oral or in writing, save as expressly incorporated herein.
12.6 If any provision of these Conditions is found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability shall not affect the provisions of these Conditions which shall remain in full force and effect.
Parcelforce Worldwide, Parcelforce and the Parcelforce Worldwide globe logo are registered trade marks of Royal Mail Group Ltd.
Parcelforce Worldwide and Parcelforce are trading names of Royal Mail Group Ltd. Registered number 4138203. Registered in England and Wales.
Registered office: 100 Victoria Embankment, London, EC4Y 0HQ. Post Office and the Post Office logo are registered trade marks of Post Office Limited.
© Royal Mail Group Ltd 2009. All rights reserved. Parcelforce Worldwide is a GLS network partner.
Information correct at time at time of publication October 2009.