Terms & Conditions of Use

By booking a collection with sendmybag.com you agree to and abide by the following terms and conditions.

You – The Customer
We/Us – Sendmybag.com
Package – The customer’s suitcase(s) or package(s)

1.A

Sendmybag.com is a booking agency for a number of local, national and international couriers. Sendmybag.com books a high volume of packages for collection and can therefore negotiate excellent courier rates which we in turn pass on to our customers. In booking a collection the customer must therefore acknowledge that the collection, delivery and care in transit of your package is the responsibility of the chosen courier. Sendmybag.com is in no way responsible for the delay, loss or damage to any package.

If you choose the incorrect service at booking e.g. If you choose "Mainland UK" instead of "Northern Ireland" your item will be automatically moved to the correct service and your card charged, in the example above the extra charge would be £2, you will be informed by email. Discount codes and travel cards may only be used by the person named on the card and within the terms of release.

For an overview of how our service works, please read our Frequently Asked Questions page.

1.B

Sendmybag.com offers a 48 hour service to 97% of the U.K.. Your package will be delivered two days after collection (not including weekends or bank holidays). If you live in the other 3% i.e. highlands/islands or other particularly inaccessible regions of the United Kingdom delivery may take 3-4 days.

International delivery times are not guaranteed but usually take 4-8 days.

1.C

Size and weight restrictions

Your package cannot exceed 30kgs.
The longest side may not exceed 150 cm. To see if your package fits within our size restrictions -

Note the length, width and height in cm.
Multiply the three numbers together and then divide the total by 5000. This number must not exceed 30.

eg. 50 x 30 x 40 = 60000 / 5000 = 12. OK for travel.

You must enter the length, width and height of your item during booking, if your item is oversize our system will tell you.

Our couriers cannot legally handle items which exceed the above dimensions unless we have specifically booked a "Two Man" collection, if you fail to comply with size and weight restrictions set out above it may lead to delays and your payment card will be charged the additional cost of the service.

Charges will be passed on to the customer within 60 days of delivery. Depending on the partner and how overweight / oversize a package is charges vary from £20 - £40, but on certain occassions can be more. Charges will be applied to the original card used for payment, if payment fails an invoice will be raised and sent to the customer's address. Sendmybag.com does not profit from applying over weight / over size charges, we offer generous allowances and ask customers to adhere to our our maximum restrictions.

International Services

If your item is over weight or oversized you will be charged the excess volume or weight at a rate per kg of 150% of that paid for the original shipment. A handling fee may also be applied.

1.D

After you submit the booking form and have paid you will receive an email confirming your collection and delivery addresses. The day before the collection is due to take place you will receive your tracking number. The booking ID or receipt number is not your tracking number.

1.E

Cancelling a collection, you can cancel a collection for a fee of £5.00 per package at any time before you receive your confirmation email. After this email has been sent you cannot cancel or change the collection, no refund will be offerred.

2.A

Your Collection

You agree to provide us with a full and accurate collection address. You agree to make the package available at this collection address on your chosen collection date between the hours of 9.00 – 18.00. Your collection must take place from an easily accessible location, the driver will arrive at the address, knock the door and expect the items to be present. Our drivers perform dozens of collections each day and do not have time to chase customers, they will arrive at the address, knock the door and if no one is present or the address is inaccessible i.e. access card/key required they will leave, no refund will be offered. If you are in a locked halls of residence please take steps to ensure a smooth collection.

Our courier will put their own labels on the item (Domestic only, for international services see 7.A.) but it is important you also attach two labels to each item cleary stating the delivery address and the tracking number (received via email the day before collection).

Occasionally collections will take place the day after your chosen date, this can be due to traffic, illness and other unforeseen events. If a collection fails to take place on the chosen day please call the courier on the number provided.

It is extremely important that the customer clearly labels each item. You should clearly mark the delivery adddress, return address and tracking number (supplied in your confirmation email). If you believe your labels may fall off due to the material of the item please use a box or a different suitcase. If your labels fall off your item will be severly delayed and may even be lost - please securely attach labels. As an absolute back-up we would also suggest the customer places a sheet of paper detailing the delivery address and tracking number insde the box/suitcase

Sendmybag has an excellent reputation and only a very small percentage of items are delayed, this is due to our customer's diligence in attaching their own labels securely.

You should also ask the collecting driver to sign and date a piece of paper as proof of collection.

3.A

Receiving Your Package

You agree to provide us with a full and accurate delivery address. You agree to have someone available at this address between the hours of 9.00 – 18.00 on the expected delivery day. If our chosen courier cannot deliver the package through no error on their part (inaccessible, no one present etc) depending on your area a second free attempt may be made, usually the next day.

After a failed delivery attempt please immediately call the courier on the number provided in your confirmation email. After a failed delivery attempt the courier may leave the item with a local post office, royal mail centre or parcelforce depot. It is the responsibility of the customer to collect the item. If the item is returned to the parcel force centre you may also be able to call them (on the number provided on your confirmation email) to arrange a redelivery – there may be a charge for this service. Any resulting courier charge will be billed to the customer up to one month after delivery – settlement will be required within 7 days. If the item is not collected or redelivered within 7 days of the original delivery date, the item may be returned to the sender address, any resulting loss or damage to your item at this stage is no longer covered by any insurance. Any charge resulting from a return to sender will be billed to the customer – settlement will be required within 7 days.

International

If you provide an incorrect address or your delivery address is unobtainable we will contact you with instructions how to contact the courier directly, if you fail to contact them your item may be returned to the collection address, any return charges will be applied to your original payment card.

4.A

Delay

97% of deliveries take place on time (i.e. within 2 working days of collection). If an item fails to be delivered on time please contact the courier via the contact details contained within your confirmation email. Sendmybag.com offers excellent reliability, however we are a booking agency and cannot therefore guarantee delivery times or dates, we do not recommend this service for time sensitive items. However if a delivery fails to take place five working days after collection (excluding highlands/islands any other particularly inaccessible regions) you may send your proof of collection to sendmybag.com and we will pursue a claim for up to 10% of your initial payment.

Most delays are due to customers labels falling off, please securely attach labels, in the case of labels coming off no compensation will be, rather another delivery charge will be levied.

5.A

Loss or Damage to a package

Sendmybag.com is a booking agency and is in no way responsible for the loss of, or damage to any package or its contents. Sendmybag.com uses only large reputable couriers and therefore loss or damage is extremely rare.
To avoid damage to your package’s contents remember the following. Sendmybag.com was initially designed for use by students travelling between home and halls, although now we have a wide client base the same principles of what to send apply. Use our service to send low value bulky items, in doing so you will have an easier trip and will avoid what may have been high excess baggage charges. Do not use our service to send anything easily breakable or of high value (e.g. personal computer, laptop, hi fi). Our couriers treat every package with care but your package will be loaded and unloaded by human hands several times on its journey. Your items must be thoroughly packaged and must be able to fall approximately 100 cm without breaking. Our service is intended for items such as cloths, books, bed clothes etc.

We advise customers to have sufficient insurance in place, the majority of customers will find they are covered by their home insurance policy. We advise you to inform your insurer before travelling.

Sendmybag offers complimentary in house cover of £150.00 for domestic services. This may be increased to £250 by paying £2.50 at checkout. Cover excludes non standard excess baggage items and items which we ask customers not to use our service for, including electrical goods, TVs, HIFIs, Printers and Computers. Cover also excludes any claims for loss or damage when the manufacturer's transit appropriate packaging has not been used.

International service as standard have no complimentary cover, however you may pay £2.50 at checkout to receive £150 cover on your consignment.

In order for sendmybag to pay out cover we must be provided with the necessary information to pursue a claim with the partner courier and the claim must be granted by the partner (e.g. if you have used insufficient packaging or attached the wrong labels the claim will likely not be granted).

In order for sendmybag.com to pursue the claim you must:
Send sendmybag.com the signed proof of collection within 7 days of the package’s arrival.
Send sendmybag.com original receipts for the entire contents within 7 days of the package arriving.
Provide sendmybag.com with any other information on request.
In the case of damage you must Keep the package and its contents in the condition in which it arrived and agree to let a third party examine and report back on the damage.

*Failing to provide any of the above is likely to invalidate the claim with the courier.*

It may take up to 12 weeks for the courier to reach an outcome. Sendmybag.com will prepare the claim on your behalf but the customer must acknowledge that it is the courier’s decision and sendmybag.com is in no way responsible for the outcome.

Please make sure labels are attached to the outside of each item clearly stating the delivery address and tracking number - you may also like to include a copy of these details inside the item.

6.A.

Prohibited items

You agree you will not send anything which may be construed as illegal in any way e.g. prohibited or stolen items. You may see a full list of prohibited items at www.parcelforce.com

You agree you will only use this service to book the collection of your own legal non prohibited property.

Access to Sendmybag.com

Sendmybag.com grants you limited personal use of this site. You may not download or modify any portion of the website without prior written consent from sendmybag.com. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without express written consent of Sendmybag.com. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Sendmybag.com and our affiliates without express written consent. Breaching our copyright will result in prosecution.

Important

• We reserve the right to alter our privacy policy and terms and conditions at any time without prior notice.
• We reserve the right to refuse to serve anyone for any reason, which need not be disclosed.
• We will not be held liable for any loss or damaged caused by us when,
1. We are not in breach of care.
2. You have breached our terms and conditions.
3. It is a non-consumer loss, i.e. lost data, business interruptions and lost profits.
• If any part of these terms and conditions are proved unfair under the Unfair Terms in Consumer Contract Regulations 1999, the remaining contract will still act.

Sendmybag.com is based in the United Kingdom.
Customer Services may be contacted by telephone on: 0845 200 83 43 (7 days a week 9-5, calls charged at the national rate)
Sendmybag.com, its logos and site content are protected by both U.K. & International copyright law.

By sending any non "non standard excess baggage" items which may not constitute personal effects on international services, international customs may apply charges which the customer will be responsible to pay.

7.A

International Services.

You must accurrately weigh and measure your item, your quote is based on the weight and dimensions offered, if your item is overweight or oversized extra charges will be applied.

It is imperative that customers provide a 9-5 available contact telephone number for any international addresses.

When providing an international delivery address the customer must ensure it is a known standard delivery address, if it is a commercial address you must ensure that it regularly receives deliveries and handled collections. Providing a generic address of a cruise line at a port for example will likely not be sufficient. With regard to new build locations it is essential that you confirm that the address is known to local couriers and has received deliveries and handled collections previously.

As specific delivery times are not quoted the on time or your money back guarantee, does not apply to international services.

Your item should be prepared as per all normal terms and conditions and the customer takes full responsilibilty for all contents.

International service charges cover carraige only, any extra charges arising due to customs delays, import or export taxes are the responsibility of the customer and must be paid by the customer. It is not usually necessary to supply value information for personal effects travelling within the EU and sendmybag will not request you to do so, however if you choose to send non standard excess baggage items which may be seen as commercial it is possible that customs may apply a charge, the customer is entirely responsible for paying this charge. The customer is responsible for ensuring the items they are sending to a country are not restricted. When required the customer is responsible for providing an accurate description and value of contents in order for customs documentation to be completed accurately.

In addition to our standard prohibited items list you will adhere to any additional restrictions imposed by the collection or destination country.

Sendmybag is not responsible for delays due to customs, customers should ensure all information requested is provided accurrately which will aid a smooth transition through international customs.

Failure to follow our guidance for attaching labels and customs documentation may lead to delays and loss. Instructions are sent via email and are found on our main "International" page.

Failure to attach a barcoded label will lead to your item travelling on a alternate service which will incurr a surcharge usually equal to, but not limited to, 50% of your original purchase. The charge will automatically be applied to your original payment method.

8.A

Storage

All standard terms apply to storage regarding packaging, collection, delivery, prohibited items.

If your item is not requested for collection within 2 months when you do request delivery you will be charge 50p per item per week for each week or part of week over the included 8 weeks.

Your items will be stored in our Swindon warehouse or Bangor store (for storage collections made within Northern Ireland). Storage facilities are based in industrial estates with appropriate security for their location, while in storage each item is covered for up to £50, while in transit each item is covered up to £150. To complain compensation for loss receipts will need to be provided. If you require additional coverage we recommend using your home insurance policy.