Our service is designed for sending clothing, shoes, books and other items which do not require additional packaging when placed in a suitcase or sturdy double walled cardboard box. If you choose to send non-standard excess baggage items you must ensure the items are packaged thoroughly and appropriately for transportation through an automated network. Your suitcase or box may be stacked with other items and will move on automated belts and slide down sorting chutes. For this reason, we are also unable to accept single walled cardboard boxes, plastic boxes, plastic bags, laundry bags, bin liners or similar items.

Information on the kinds of suitcases and boxes which are acceptable and how to prepare them for transport can be found here.

PROHIBITED ITEMS

Many items are completely prohibited on all services such as aerosols, flammable liquids, and loose batteries. Certain items such as lithium batteries contained in small electronic devices and food stuffs can be sent on certain routes but carry specific restrictions.

Please visit our ‘Is there anything I can’t send?’ page for more information on which items are prohibited on your chosen route.

FRAGILE ITEMS INCLUDING CERAMICS, GLASSWARE AND ELECTRONICS

All items are handled with care, however as your shipment will move through the automated network we do not recommend sending items made of materials such as glass or porcelain, regardless of the level of packaging. Scanners and automated machinery are unable to read 'fragile' or 'this way up' stickers.

For the same reason as above, non-standard excess baggage items such as electricals (TVs, PCs, Printers etc) and furniture (including flat pack) are sent at the owner's risk and are excluded from cover against damage, please see our Terms of Service for more information.

Further information on preparing electronics for transport can be found here.

SPORTS EQUIPMENT AND MUSICAL INSTRUMENTS

For information on sending sports equipment or a musical instrument please select the appropriate question below:

Can I send sports equipment such as a bike, golf clubs, skis snowboards or surfboards?

Can I send musical instruments such as guitars?

Watch our preparing your bag video

Items which are prohibited on all Send My Bag services include, but are not limited to; aerosols (or any pressurized container), perfume, nail varnish (or any other flammable liquids), toner/ printer cartridges, tobacco, alcohol, money (including small change), medications and perishable food stuffs.

Please see the full list of prohibited items within our terms and conditions.

When sending across customs borders each country may have its own additional list of prohibited items for customs and security reasons, it is the sender's responsibility to ensure they comply with international customs. Further information can be found on our destinations pages here.

AEROSOLS ARE STRICTLY PROHIBITED

Unaccompanied baggage aircraft security regulations strictly prohibit the sending of aerosols (or any other pressurised container) such as antiperspirant, deodorant, hairspray, spray paint etc. These items cannot be sent under any circumstances on any Send My Bag services.

Flammable Liquids ARE STRICTLY PROHIBITED

Unaccompanied baggage aircraft security regulations strictly prohibit the sending of flammable liquids of any type. This includes obvious flammable liquids such as lighter fluid (cigarette lighters must not be sent) and other solvents labeled as flammable, but also includes less obvious flammable liquids such as aftershave, nail varnish and perfume. These items cannot be sent under any circumstances on any Send My Bag services.

TOILETRIES AND OTHER LIQUIDS, PASTES and GELS

Liquids, pastes and gels of all types including toiletries are completely prohibited on all international express routes (including every route to and from the USA) as these are serviced by air.

Most liquids, pastes and gels (excluding flammable ones e.g. nail varnish, perfume) such as shower gel, non-flammable makeup and toothpaste can be sent on our European standard (not express), UK domestic & USA domestic services as these routes are serviced by road. Please ensure all items are well sealed and there is no possibility of liquids leaking.

If shipping between the EU and UK, body creams, moisturisers, sun cream and lotions cannot currently be sent, more information is available here.

ANIMAL AND PLANT BASED PRODUCTS INCLUDING FOOD

Fruit & vegetables, dairy products (including dried products containing dairy such as protein powder), meat, fish, nuts, seeds and perishable products of any kind are prohibited on all routes.

Some non-perishable foodstuffs such as confectionary are permitted on certain routes, please see here for further information.

Important: Battery Policy

This policy forms part of our terms of service.

Loose Batteries & Power Banks

We cannot accept shipments containing loose batteries or packets of batteries. Batteries can only be sent when included within a working device in line with the below guidance.

Power banks are also strictly prohibited on all services.

Lithium Batteries

Lithium batteries are a type of rechargeable battery found within mobile phones, tablets, laptops, cameras, portable speakers, wireless games console controllers, wireless keyboards and many other devices.

Lithium batteries pose a serious fire risk and security regulations are in place worldwide regarding the shipping of devices containing lithium batteries.

You are only permitted to ship ONE device containing a lithium battery. Unless shipping to or from Australia or China, when you must not include any device containing batteries of any type.

The one device containing a lithium battery must be in working order. The device must be switched off and must be packed in such a way that it will not turn on accidentally during transit. The device must also be packed away from any other items which could cause it to short circuit.

If you are sending a larger device you must ensure the battery power is less than 100Wh (Watt Hours) and the weight of the electrical device with the battery installed must not exceed 5kgs.

NEVER ship an item containing a lithium battery if the electrical device or battery itself is known, or suspected, to be damaged or defective. Any products containing Lithium batteries which have been recalled from a retailer or manufacturer for any reason must also not be sent.

Strict security protocols exist surrounding the shipping of batteries within unaccompanied luggage and any person or company identified as the shipper on the supplied shipping documents is legally responsible for complying with the above information. Failure to do so will result in the bag being removed from transit and either returned to you or in some cases seized by the local government regulatory authority.

Alkaline Batteries

Alkaline batteries for example AA and AAA batteries sold by brands such as Duracell and Energizer are permitted to be sent (except to / from Australia & China*) as long as they are within a working device. Never send loose alkaline batteries or packets of batteries.

For example if you have three children's toys each with 2 x AA batteries inside, this is permitted (except to / from Australia & China*).

Items containing Alkaline batteries must be in working order and should be packed in such a way that they cannot switch on by accident.

*Batteries of any type, including Alkaline batteries must not be shipped to or from Australia or China, you can still send the item which takes batteries but the batteries must not be included.

DO NOT risk sending prohibited items

ALL shipments are x-rayed and are subject to security searches. If you include prohibited items your shipment will not be loaded to an aircraft and will be returned to you or in some countries may be seized. No refund will be provided for shipments returned under these circumstances and a £25 security processing fee will be due before your shipment can be recollected. If your shipment is seized you will need to seek to recover it directly from the local government authority. Send My Bag is in no way liable for loss of any type incurred when our battery policy is violated.

Popular related question: What can I send?

Liquids, pastes & gels of all types are entirely prohibited on all international Express routes (including every route to and from the USA).

Liquids, pastes and gels (excluding flammable ones e.g. nail varnish and perfume) such as shower gel, non flammable makeup and toothpaste can be sent on all our standard services (not express), UK Domestic & USA Domestic services. Please ensure there is no possibility of liquids leaking.

If shipping between the EU and UK, body creams, moisturisers, sun cream and lotions cannot currently be sent, more information is available here.

Warning! all aerosols are prohibited

Unaccompanied baggage aviation laws strictly prohibit aerosols (or any other pressurised container) and flammable liquids (such as perfumes and aftershaves) of any type on all routes

Do not risk sending prohibited items, ALL shipments are x-rayed and are subject to security searches. If you include prohibited items your shipment will not be loaded to an aircraft and will be returned to you. No refund will be provided for shipments returned under these circumstances and a £25 security processing fee will be due before your shipment can be recollected. In some cases your shipment could also be seized and action taken against you by the FAA or other authorities.

The following are strictly prohibited on all routes; fruit & vegetables, dairy products (including chocolate and dried products containing dairy such as protein powder), meat, fish, nuts, seeds and perishable products of any kind.

Confectionery and other dry foodstuffs (not containing dairy and not of animal origin) such as sweets / candy, crisps / chips, cookies / biscuits are typically permitted for entry into most countries.

All liquid, paste and gel based foodstuffs are strictly prohibited on international express services (including all services to and from the USA).

Small amounts of liquids such as olive oil (alcohol based and flammable liquids are not acceptable) can be sent on standard services within the EU and on UK & US domestic services.

Individual customs authorities may reject and return packages containing any foodstuffs not permitted for entry into their country at their discretion, or in some cases, again at their discretion, they may remove and dispose of the offending item, as such we recommend checking the destination’s customs website for more information.

As the UK has now left the EU single market, certain products are now restricted and can no longer be sent on our services UK<>EU. Please check below to ensure any items you are sending are not now prohibited to be sent on these routes.

Food

Cannot be sent

• Fruit, vegetables, nuts and seeds
• Meat, fish and other animal products
• Dairy products such as chocolate (including dry products containing dairy such as protein powder)
• Perishable products of any kind

Can be sent(must not contain dairy or be of animal origin) :

• Sweets / Candy
• Biscuits / Cookies
• Crisps / Chips

Cosmetics

Cannot be sent

• Body creams
• Lotions
• Moisturisers
• Sun cream

Can be sent

• Shower gels
• Toothpaste
• Shampoo

DO NOT risk sending prohibited items

ALL shipments are x-rayed and are subject to security searches. If you include prohibited items your shipment it may be returned to the collection address and no refund of the order costs will be issued.

Battery Policy

This policy forms part of our terms of service.

Loose Batteries & Power Banks

We cannot accept shipments containing any type of loose batteries, packets of batteries, or battery packs containing multiple batteries. Batteries can only be sent when included within a working device in line with the below guidance.

Power banks are also strictly prohibited on all services.

Lithium Batteries

Lithium batteries are a type of rechargeable battery found within mobile phones, tablets, laptops, cameras, portable speakers, wireless games console controllers, wireless keyboards and many other devices.

Lithium batteries pose a serious fire risk and security regulations are in place worldwide regarding the shipping of devices containing lithium batteries.

You are only permitted to ship ONE device containing a lithium battery. Unless shipping to or from Australia or China, when you must not include any device containing batteries of any type.

The one device containing a lithium battery must be in working order. The device must be switched off and must be packed in such a way that it will not turn on accidentally during transit. The device must also be packed away from any other items which could cause it to short circuit.

If you are sending a larger device you must ensure the battery power is less than 100Wh (Watt Hours) and the weight of the electrical device with the battery installed must not exceed 5kgs.

NEVER ship an item containing a lithium battery if the electrical device or battery itself is known, or suspected, to be damaged or defective. Any products containing Lithium batteries which have been recalled from a retailer or manufacturer for any reason must also not be sent.

Strict security protocols exist surrounding the shipping of batteries within unaccompanied luggage and any person or company identified as the shipper on the supplied shipping documents is legally responsible for complying with the above information. Failure to do so will result in the bag being removed from transit and either returned to you or in some cases seized by the local government regulatory authority.

Alkaline Batteries

Alkaline batteries for example AA and AAA batteries sold by brands such as Duracell and Energizer are permitted to be sent (except to / from Australia & China*) as long as they are within a working device. Never send loose alkaline batteries or packets of batteries.

For example if you have three children's toys each with 2 x AA batteries inside, this is permitted (except to / from Australia & China*).

Items containing Alkaline batteries must be in working order and should be packed in such a way that they cannot switch on by accident.

*Batteries of any type, including Alkaline batteries must not be shipped to or from Australia or China, you can still send the item which takes batteries but the batteries must not be included.

DO NOT risk sending prohibited items

ALL shipments are x-rayed and are subject to security searches. If you include prohibited items your shipment will not be loaded to an aircraft and will be returned to you or in some countries may be seized. No refund will be provided for shipments returned under these circumstances and a £25 security processing fee will be due before your shipment can be recollected. If your shipment is seized you will need to seek to recover it directly from the local government authority. Send My Bag is in no way liable for loss of any type incurred when our battery policy is violated.

Yes! All kinds of sports equipment is sent through the Send My Bag network every day, the service is used by professional sportspeople and those taking sporting holidays worldwide.

PREPARING YOUR SPORTS EQUIPMENT FOR TRAVEL

We strongly recommend your bike, golf clubs, skis, snowboards, surfboards and all other sports equipment is packaged thoroughly in line with manufacturer guidelines and sent inside a freight approved hard travel case. Send My Bag cover can only apply when your equipment is sent in such a case, if your equipment is sent packaged in any other way please ensure your sports or travel insurance has you fully covered.

If a freight approved case is not available, placing the equipment first in a standard soft sided or hardshell carry case and then securely packaging this case within a double walled cardboard box is recommended. For carry cases that may not fit in a standard square box, such as golf clubs or skis, you'll find many online stores selling cardboard boxes specifically designed for these items.

If you do not have a carry case we recommend packaging your sports equipment extensively with bubble wrap and other suitable packaging materials before securing it inside a double walled cardboard box. When items such as bikes are placed inside boxes without sufficient packaging the handles or pedals may push out through the box and become damaged. Extra protection should also be added to any points that may be particularly susceptible to damage, for example wrapping golf club heads with towels to ensure they cannot move around, or covering the fins on a surfboard with foam blocks. Your sports equipment will travel on automated belts and slide down sorting chutes and you must ensure it is thoroughly packaged.

Send My Bag cannot assess the suitability of your packaging and it is the sender's responsibility to package the sports equipment thoroughly and appropriately. Golf clubs placed within a standard golf bag which is in turn placed inside a soft carry case will be accepted, but Send My Bag cover will not apply. Other sporting equipment sent in a soft sided case may be rejected by the collecting driver, if it is accepted this is not an acknowledgement that the packaging is sufficient and complimentary cover does not apply.

Popular related question: What are your size and weight allowances? How exactly is my price calculated??

Related useful info:

Guide to Ski Shipping

Guide to Bike Shipping

Guide to sending Golf Clubs

Yes!

Musical instruments such as guitars should be prepared for transit within the manufacturer's guidelines. In the first instance this may include steps such as de-tensioning strings and providing additional support for areas such as a guitar's neck within the case. You should also ensure the instrument fits snuggly within the case and take care to pad and protect any vulnerable areas.

Once your instrument is secured within its’ hard case (soft gig bags are not appropriate), the case should then be placed inside a sturdy double walled box filled with suitable packaging materials such as bubble wrap, packing peanuts, or similar items which suspend the instrument case within the box. 

Your musical instrument will travel on automated belts and slide down sorting chutes, these cannot read labels such as 'this way up' or 'fragile'. You must therefore ensure that your instrument is thoroughly packaged for this method of transport. The packaging material is very important as this will absorb the shock as your box slides down sorting chutes.

Musical instrument cases are often simply a layer of polystyrene / styrofoam covered with canvas or plastic, these cases are designed to carry your instrument but not to ship it.

If you choose to send a musical instrument without placing it in a box, please be aware when a case slides down a sorting chute the case will provide little shock absorption and the case or instrument may be damaged. Send My Bag cannot consider any claim for damage in such circumstances.

If your instrument is sent packaged in any other way please ensure your specialist musical instrument or travel insurance has you fully covered.

Anybody wishing to ship luggage or boxes of personal effects can use Send My Bag. Last year we handled orders from 195 countries and shipped over 250,000 items.

Typical customers include; holiday makers who like to beat growing airline fees and travel with what they want, sports enthusiasts travelling with golf clubs, skis & more, elderly or disabled customers who find it convenient not having to travel with luggage, ex-Pats, students, people relocating worldwide and customers who simply need to send care packages.

Visit our pricing page to check the cost of shipping to your destination in seconds.

Please also enter your postal / zip codes for greater accuracy, without these your quote will be based on shipping capital to capital.

The price displayed will be for sending one item up to a certain weight for example ‘up to 20kgs / 44lbs’ or ‘up to 30kgs / 66lbs’.

All prices are per item, for example you cannot send 3 x 10kg / 22lb items for the price quoted for a single item weighing up to 30kgs / 66lbs, if sending three items you would be charged for each one.

Our prices are based on both the size (volume) and weight of your items, our standard weight brackets come with a generous size allowance and most customers will find their items fall within these standard brackets. Further details can be found on our allowances page.

If you exceed the maximum size permitted for a particular weight bracket you will be charged for the next bracket up, or if you exceed the maximum size permitted for the highest weight bracket you will be charged excess volume.

We have recently introduced a 5kg express rate on a number routes, this service has been made available for the convenience of our customers who need to send a small package, our 5kg rate is not appropriate for luggage of any size.

If you need to send an item weighing more than 30kgs / 66lbs, you can do so paying per kg / lb for the additional weight required.

On certain services an additional fee will be displayed when you send an item exceeding 117cm / 46inches.

For an exact price for your item simply click ‘Book Now’ to proceed to step 1 of the order process. You won’t be prompted to sign-up or commit to placing an order, but at step 1 you will be prompted to enter the weight and dimensions of your item and a price based on the information entered will be displayed.

Send My Bag can usually collect a shipment as soon as the next working day; however this will depend on your collection location and the size of your shipment.

Same day collections may also be available when shipping within the UK or EU.

To view the available collection dates based on your specific circumstances, please visit our pricing page and simply click ‘Book Now’. You won’t be prompted to sign-up or commit to placing an order and once you reach step 3 of the booking process, the available collection dates based on the size of your shipment and collection location will be displayed.

After entering your postal or zip codes on our pricing page, our system will generate an estimated transit time* based on information provided by our courier partners and our own historical bookings. Without postal or zip codes being provided, the estimated transit time shown will be based on capital to capital.

During booking, once a collection date has been selected in step 3, an estimated delivery date will also be displayed. All delivery dates are estimates, and whilst typically 95% of Send My Bag standard services and 99.5% of express services arrive on the estimated delivery date, we advise that you do not wait in for a delivery until you have received an email notification confirming your shipment is out for delivery.

Should you be travelling on a route were your shipment must pass through customs, the destinations page for your destination country will show the average time that customs may take to process and release your shipment.

*Estimated transit times are displayed in working days and do not include weekends or bank holidays.

Send My Bag provides live tracking every step of the way and our app will even send you free push notifications as your bag travels through the network.

Send My Bag Complimentary Cover was created to address customer concerns regarding what would happen in the event a suitcase was lost in transit and that remains the product's core purpose. Should an item (sent in line with our terms) be deemed unrecoverable after a search process, Send My Bag will work with the customer to swiftly move through the claim process.

Complimentary Cover Levels

We transport luggage for a wide range of customers, traveling for a host of reasons and as such it is not appropriate for us to default to any particular cover level. During the order process you will be prompted to select the level of cover required for your own needs, choosing either the free cover level or upgrading your cover as appropriate for a small additional fee.

Once your order is placed you will be reminded of the cover level you selected in your order received email and if on second thoughts you'd prefer to upgrade to a higher level this can be done quickly and easily from your Send My Bag account.

GBP: £125 included. Upgrade options: £250 for £4. £500 for £8. £1,000 for £16. £1,500 for £24.

USD: $200 included. Upgrade options: $350 for $5.50. $700 for $11.00. $1,400 for $22.00. $2,050 for $33.00.

Euro: €150 included. Upgrade options: €300 for €5. €600 for €9.50. €1,200 for €18.50. €1,750 for €28.

Complimentary Cover is also available during the order process in Australian Dollars and Swedish krona.

If you require additional protection before traveling please ensure you have adequate travel, home or item specific insurance in place.

Cover limitations

Send My Bag Cover is not an insurance product based on individual circumstances and as such it is important you are aware of its limitations. Send My Bag Cover does not replace travel, home or item specific (for example sports equipment or musical instrument) insurance and we ask all customers to ensure you have appropriate insurance in place against loss, damage and delay to suit your own particular circumstances.

Our full cover terms are available from within our Terms of Service and we ask a few minutes is taken to review the terms. Within the terms you will find limitations such as:

- Your item must be prepared correctly and the tracking label attached in such a way that it will not easily come off. You must not attach your label in the following ways; by placing it in a plastic document wallet and tying it to a bag, pinning it to a bag, or using sticky tape but not looping it entirely round the bag, if you attach your label in these ways you risk the label falling off as the bag moves through the network and cover will not apply. To ensure your labels are securely attached to your bag we recommend having free label holders posted to you prior to collection. If you do not have time to receive free label holders please review our information on attaching labels without label holders.

- Our service is designed for an average suitcase of mixed personal effects. The maximum any individual item will contribute to any claim payment will be limited to £250. For example if a suitcase covered to £1500 was being claimed for you would need to claim for a minimum of 6 items with a like for like replacement value at or above £250. If you are sending items valued above £250 please ensure your own insurance has you covered.

- Send My Bag cover does not cover damage to any item which we advise is prohibited or sent at your own risk, including but not limited to; glass, ceramics, electrical items (e.g. TVs, PCs, laptops, printers).

- While all items are handled with care, Send My Bag provides information on how bags will transit through the network in various places including within our "How should I prepare bag for transport?' FAQ. We also advise spinner style and high value suitcases are not appropriate for our automated network. In line with this advice, should an appropriately prepared suitcase be damaged beyond future use while in our care the maximum claim payable will be £125.

- All Send My Bag transit times are provided in an X-Y format (e.g. 2-3 days), our estimated delivery dates are estimated and Send My Bag Cover does not cover transit delays. If your bag is time sensitive we recommend allowing additional time for it to arrive ahead of when it is required.

Please ensure your bag is prepared appropriately and does not contain anything which you are warned is prohibited, if prohibited items have been included or your label is not attached in line with our guidance, no claim can be pursued.

For full details on what is covered and on how to place a claim please see our terms and conditions.

To change the currency, all you need to do is click the currency symbol on the top right hand corner of the website and select your required currency. Currencies currently offered are British pounds, Euros, US dollars, Australian dollars and Swedish krona.

Send My Bag ships between over 150 countries and all available routes can be checked via our pricing page. If the option to send on your desired route is not showing, then unfortunately we are not currently shipping between these locations. New routes are constantly being opened, and if not available right now, be sure to check back or sign up to our newsletter.

You can book with estimated weights and dimensions.

All items are weighed and measured whilst in transit and if your item exceeds the allowance purchased a notification of the additional cost due will be sent.

You’ll be charged at the same rates as if the greater weight or dimensions had been entered when booking, not a higher excess rate. Please be aware that you will not be refunded if you have paid more than necessary due to an estimate being larger than the actual size or weight.

When measuring your item, this should be done from the widest points from side to side (width), top to bottom (length) and front to back (height), including any wheels or handles. Should you enter the dimensions in a different order, this is not a problem as the final volume will still be the same.

We charge based on both the volume (size) and weight of your items. When our pricing page displays a cost based on weight, there is also a maximum size associated with that fee.

Full details on how you are charged and our exact size allowances and weight bands can be found on our allowances page.

The heaviest single item we can accept is 70kg / 154lb, and the largest item is 350,000cm³ / 21,350in³ in volume.

It is normal for your order to show a heavier weight than you originally stated, as the final weight figure displayed will have been calculated considering the size of the item as well as the physical weight.

On domestic services and most routes within the EU, we currently offer both standard and express options as our courier partner provide shipping by both road and air on these routes.

On routes currently only serviced by air such as US-UK, there is only an express option available and we currently do not offer a slower service at a cheaper price on these routes.

To view the services available on your route simply visit our pricing page, select where you are sending from and to, and all available options will then be displayed.

It is not possible to add more bags or boxes to an existing order once placed and a new order will need to be placed for any extra items you wish to send. If you place a second order and need both orders to be collected together, please contact the Send My Bag team who will notify our courier partners.

If you need to remove an item from the order, please contact the Send My Bag team. If cancellation and change cover was purchased at the time of booking, a full refund of the transit costs of the item can be issued to your payment card. If cancellation and change cover was not taken, an 85% credit of the item's transit cost can be added to your Send My Bag account for future use.

We can collect from the majority of standard addresses worldwide, however if you are sending to or from an area outside of the daily rounds of our network it may be designated as a 'remote area'. Typically 'remote areas' are places such as ski resorts and rural locations, however in some cases it may be a standard populated area which our partners do not yet service as part of their daily route.

When sending to or from a remote area an additional fee will be added to your order and a popup with information on how the collection date or overall transit time may be affected will be displayed and must be agreed to before proceeding with your order.

More information on remote areas can be found here.

The Send My Bag app is our best tracking tool yet, no matter where you or your bag is worldwide, you can track your bag in seconds without having to remember a tracking number.

Our app also lets you upload customs documentation using your smart phone's camera and receive a free £50 increase to the level of complimentary cover by photographing your bag before collection.

Tracking alerts are also sent when your bag is collected, loaded for delivery and delivered.

To download our app from the iTunes store click here.

We are currently building a new Android app which will be available from the Google Play store in 2024. In the meantime tracking and document upload are available as normal through our website.

Cancellation and change cover allows you to cancel your order at any point prior to collection of your shipment and obtain a full refund of the transit costs, even if you miss the driver.  It also allows you to make one change to your collection or delivery address, or collection date, online at any time prior to collection without an admin fee being applied.

For no fee to apply, changes must be made online via your Send My Bag account. Addresses and the collection date can be updated once without an admin fee, any subsequent changes will incur an admin fee

Refunds for cancelled orders will be processed less any additional purchased products already posted, such as labels or label holders. The cost of the cancellation and change cover itself or complimentary cover will also not be refunded.

Customers who do not purchase cancellation and change cover will only be eligible for an 85% credit of their transit costs to their account for future use, should they choose to cancel their order.  Any changes to collection or delivery addresses, or the collection date will incur an admin fee.

Cancellation and change cover fees are displayed during check-out, and currently calculated at a rate of approximately £4.00 for every £50.00 spent.

If you wish to cancel an existing order, simply log into your Send My Bag account here, select the relevant order number and choose cancel.

It's quick and easy to upgrade your complimentary cover online.

Click here to log into your Send My Bag account. Once logged in, click the relevant order number and then select "Upgrade Loss Cover".

You will be prompted to pay online and your cover will be upgraded. Cover can only be upgraded up until your shipment is collected on your chosen collection date.

Send My Bag points are earned at a rate of 1 point per £1 spent, every time you make a booking with us. These points can be redeemed as a discount when placing future orders, or why not save them up over multiple bookings and send a bag for free!

If you have already received credit on your Send My Bag account, or wish to use your Send My Bag points, there will be an option to redeem these on step 4 of booking process. All you need to do is tick the relevant box advising that you wish to use the credit or points.

Student discount only applies to NUS Extra card holders and not standard NUS card holders. If you have an eligible card which is not being accepted, we recommend that you check with the card issuer that the number is definitely correct and the card has not expired. If you are still having difficulty, please contact the Send My Bag team and we will get back to you within 2-4 hours.

Send My Bag offers industry beating prices for luggage shipping ,therefore we don't typically offer discounts, however if you are a student you can join #SMBstudents to access student pricing, or if you hold a NUS Extra, ISIC or Student Advantage card you can receive a 10% discount off standard prices. More information can be found on our student page.

All customers can also earn Send My Bag points by sharing their unique referral link (easiest with our App), sharing a review or simply by placing orders. Points can then be redeemed in return for discount on future orders. Make sure you sign up to our newsletter to be the first to hear of any new discounts we may offer.

Despite the many advantages of Send My Bag, we're also determined never to be beaten on price. We'll be surprised if you find a better price but if you do please give us an opportunity to beat it!

Simply email us confirming the route, what you're sending (including size and weight), the price you've found online and the name of the competitor. We'll then verify the price and if it beats ours we'll offer you an even better price for bringing it to our attention.

In order to match a price we require the other service to meet some basic requirements, they must; offer the same transit times, provide the same size and weight allowance, provide telephone support and have a sufficient reputation as a specialist luggage or personal effects shipper (for example we'd expect to see at least 100 reviews averaging a minimum of 8/10 on an independent review website). The quote must be available to the general public online for immediate booking.

Currently, we are unable to take bookings over the phone and all orders will need to be placed online. Please visit our quote page here.

We accept payment in British pound sterling, US dollars, Australian dollars, Euros and Swedish krona.

Payment can be made with Visa, MasterCard and Maestro credit or debit cards. Apple Pay is also accepted. We are committed to offering the very best prices and as such American Express is no longer accepted due to their higher processing fees.

Bank transfer is available as a payment method upon request. We do not accept payment via PayPal or cash.

The most common reasons for our system declining a payment are:

The card type being used is not one we accept, such as the Discover card or JCB card.

We are a UK based company and if you are paying from another country, your bank may sometimes block payment as they will see your card being used in different international locations with a few hours but cannot tell if the payment is online or the card being physically used. This is nothing to worry about, and a quick call to your card issuer to confirm you authorise the payment is all that is normally required.

The currency you are trying to pay in is not automatically permitted by your bank. For example, if you are trying to pay in Euros, but have an Australian bank account, your account may not allow automatic currency changes and you may need to contact your bank to allow this.

If your payment has failed, please click here to try your payment again. Once logged in, click the order reference of the order that you wish to make a payment on.

To make an outstanding payment, click here to log in to your Send My Bag account. Once logged in you will see an overview of your orders, where a “Pay Now” button will be displayed.

Payment card details are not held by Send My Bag. Should you add products such as label holders or extend your complimentary cover after your booking, you will need to provide your payment card details again.

All shipments are scanned whilst moving through the automated section of the network. In the event your item is scanned and recorded as being larger or heavier than the allowance that was purchased on your order, our system will automatically send a notification requesting the fee for the additional size or weight that was sent. Any additional weight or size used will never cost more than it would have cost at the time of booking. You can pay this charge by logging onto your Send My Bag account here or by calling the Send My Bag team.

Should you feel that the charge has been applied in error, and that the weight or dimensions used during booking are correct, you can respond to the over allowance email you received and a member of the relevant team will get back to you explaining how you can dispute the charge.

However please be aware if your item is sent on a pallet which cannot be stacked, either by request of the shipper (e.g. by marking it as fragile) or due to the nature of the shape, contents or packaging of the palletised goods, a surcharge will be applied. The surcharge currently stands at £225 / $306 / €260 / A$430 + VAT as appropriate.

Due to these fees we do not typically recommend using our service for palletised goods.

We accept suitcases, double walled cardboard boxes, rucksacks, duffle bags, holdalls and freight approved hard cases for sporting goods.

As your items will travel through an automated network, be loaded and unloaded between multiple vehicles and travel down sorting chutes, we are unable to accept single walled cardboard boxes, plastic boxes, plastic bags, laundry bags, bin liners or similar items.

Additional information on preparing sporting goods and musical instruments.

SUITCASES, DUFFLES, HOLDALLS AND RUCKSACKS

Hard shell suitcases vary greatly by manufacturer and many are made to be lightweight at the expense of the amount of protection they offer, it is our recommendation to opt for a soft sided suitcase when available.

As our service is door to door we recommend suitcases are wrapped to protect the suitcase and contents from rain. A wrap will also help secure loose handles or straps, and protect your bag against scuffs and bumps as it travels through the automated network.

If sending holdalls, duffles or rucksacks they should be fully wrapped to ensure straps do not get caught as they move through the network.

Send My Bag cannot be held responsible for damage to unprotected bags, no high value suitcases please.

For customs and security reasons please do not lock your bag, instead secure it with a cable tie, further information on locking your bag can be found here.

If your suitcase has a pull handle please secure it in place with tape to ensure it does not slide out and become damaged whilst in transit.

"Spinner" style wheels have become popular in recent years however in our experience while they offer mobility on the ground they are often not particularly sturdy, if using a spinner-style suitcase we recommend opting for one with recessed wheels.

When possible labels should be attached to suitcases with official Send My Bag label holders, which can be ordered during the booking process, from your account after you have booked and at any other time from our Official Store.

BOXES

Boxes must be sturdy double walled cardboard boxes designed to hold the weight packed. Boxes should be secured by running tape across the folded flaps at the top and bottom, as well as in a loop around the box from back to front and from side to side. We also suggest running tape along the seams of boxes. Only taping across the folded flaps is not sufficient. If you have access to plastic wrap, wrapping your box will also reinforce it (this is a particularly good idea for heavier boxes over 15kgs) and protect it against rain when moving outside.

For UK, Ireland, Belgium, Netherlands, France, Germany, Spain, Italy, Austria, Portugal and Denmark customers, boxes are available from our official store.

It is important items are secured within your box so they cannot move around and become damaged in transit, our 'What can I send?' question contains more information on items which are not recommended to be sent on the service such as glass and porcelain.

DO NOT OVER PACK SUITCASES OR STRAP MORE THAN ONE BAG OR BOX TOGETHER.

With a generous 30kg weight allowance, the average Send My Bag suitcase can be quite a bit heavier than the average bag checked with an airline. While manufacturers may advertise their luggage can hold 30kgs or more, please take a moment to check you are confident the zips and carry handles will definitely hold the weight packed. Our drivers will lift suitcases by the handles and during processing bags will slide down sorting chutes. If your suitcase is not designed to hold the weight your handles, wheels or hard shell may be damaged.

If you send an over-packed box or bag which bursts open Send My Bag cannot be held liable for any damage or loss. Send My Bag services are great value, if one item is really heavy why not split it across two bags?

Please do not strap more than one bag or box together. If one item became detached in transit, it will leave only one piece having a tracking label attached resulting in the possible loss of the unlabelled item. Send My Bag will be unable to accept responsibility for the loss of unlabelled items.

Once your order is placed, tracking labels will be generated via your Send My Bag account. If sending a route that requires customs clearance you will also be required to complete a packing list detailing the contents of your bag, and on some routes complete an additional form for customs. Any customs documentation must be completed before the tracking labels can be accessed.

You will need to then print off your labels, and customs documentation were applicable, from the ‘current orders’ section of your account and attach these securely to the item you are shipping. If you don't have a printer, we can arrange to print and send the labels to you via post for a small additional fee and this option is available during booking.

You will be provided with both an external tracking label to attach to the outside of your bag, as well as an internal one which is placed inside your bag. The internal label is used as a precaution in case the external label becomes detached from your item, and means that if our courier partner find an unlabelled bag, it can then be quickly and easily identified again by checking for an internal label, which they can then reprint, secure back to the exterior of the bag and ensure it goes back into transit with minimal delay.

Order Label Holders

To attach labels to suitcases we recommend using official Send My Bag label holders (available during the booking process FREE and from your account after you have booked). Send My Bag label holders are made from heavy duty plastic with reinforced metal rings and attached with cable ties.

If you have already placed your order and need to add printed labels or label holders please click here to log into your account. Once you have logged in select your order reference from the list and click "Add Products". If your collection date is close label printing or label holders may not be available, in this instance please contact the Send My Bag team to discuss your options. 

If you would like to order label holders but are not yet ready to book your collection. We also offer label holders and a range of other products via our Official Store, with standard and express worldwide shipping options. Please note label holders are only free if ordered via the Send My Bag website in conjunction with an order.

You do not need label holders when sending a box. We recommend placing the labels in a clear plastic wallet, using a strong sticky tape and attaching the label to a flat surface.

If you are sending a bag but do not have Send My Bag labels holders, please click here for information on attaching your labels without label holders.

IF YOU HAVE FORGOTTEN TO PRINT YOUR LABEL, UNDER NO CIRCUMSTANCES HAND YOUR BAG TO THE DRIVER. CONTACT SEND MY BAG AND WE WILL ARRANGE FOR THE DRIVER TO RETURN ON A FOLLOWING DAY ONCE LABELS HAVE BEEN ATTACHED.

Popular related question: When are my labels ready to print? / Why aren’t my labels ready to print / I can’t access my labels?

We recommend you secure your bag with a cable tie (where you would normally place a padlock), as a cable tie can be cut away without damaging the bag if your shipment needs to be inspected.

Padlocked bags will normally be refused by the collecting driver. If your bag includes a TSA lock we do not recommend setting it.

If a bag requires inspection for any reason, our courier partner or customs authorities may break locks without notice, but will more often hold the shipment until the combination is provided or authorisation given to break the lock, which can result in transit delays.

If your bag is locked (including combination and TSA locks) Send My Bag will be unable to accept responsibility for any delays caused due to the bag being locked, damage to the shipment caused by locks being removed, or replace broken / missing locks.

Many customers will also wrap their bag in plastic such as shrink wrap, cling film, or saran wrap for protection, please be aware for security purposes drivers may request to be shown the contents of any bag. If you have wrapped the bag, there is a possibility you will be required to remove the wrap. For these reasons, we recommend securely attaching your labels separately to any wrapping.

Please do not use exterior pockets unless they can also be secured with a cable tie; all contents should be sealed within the main bag.

Tracking labels must be securely attached to your shipment in such a way that they cannot become detached whilst in transit. If you do not have Send My Bag label holders, the recommended way to attach your label is to place it in a document wallet and then attach that to your bag by wrapping tape around the bag so it doubles back on itself until you are satisfied the label will not budge.

When applicable, customs forms and packing lists must be attached securely and separately from the tracking labels to remain visible to the relevant customs authority.

If you have time before collection you may still be able to order label holders.

HOW NOT TO ATTACH LABELS

Whilst Send My Bag label holders attach to a bag with cable ties, these are unlike a standard document wallet as they are made from thicker plastic and have metal reinforced attachment holes to prevent them being easily ripped off.

DO NOT attach labels in a plastic document wallets (except official reinforced Send My Bag label holders) using string, cable ties, staples, pins, or by simply running tape around the edge of the label. These methods are not secure and it is extremely easy for labels attached in this way to fall off during transit. Labels should also not be attached to luggage using sticky back document wallets, while these are suitable for attaching labels to cardboard boxes, they are not suitable for attaching labels to luggage.

When you can't get our label holders in time for collection we simply ask you to consider that your bag will move through an automated network, rubbing against other bags along the way and if you can rip your label off easily then it is likely that it will fall off in transit. 

As the labels contain the tracking information for your shipment, Send My Bag cannot accept liability for any loss or delays resulting from poorly attached labels becoming detached. To ensure you have a great experience, when you don't have label holders it is always worth spending a few extra minutes to ensure your label is not going anywhere.

Popular related question: What do I need to do before collection?

Shipping labels are generally available to download and print within 10 days of the collection date.

If your collection is within 10 days, but your labels are still not available this may be due to:

• If you are sending on a customs route you will need to complete your packing list and other customs documents before you can access your labels. Once this is completed your label will be accessible from your account.
• The booking was placed a few minutes ago and our system has yet to generate the documents. Our system books shipments every 30 minutes.
• If you have booked within the last few hours, your address may be awaiting a manual correction. For example, an incorrect postcode format or local name for a town not recognised by our system may cause booking errors. The Send My Bag team constantly monitor shipments being booked so any issues are usually spotted and resolved swiftly.

If you still cannot access your labels please contact the Send My Bag team.

When possible labels should be attached to suitcases with official Send My Bag label holders, which can be ordered during the booking process, from your account after you have booked and at any other time from our Official Store.

Boxes are available from our official store.

Currently only for delivery to the following countries: UK, Ireland, Belgium, Netherlands, France, Germany, Spain, Italy, Austria, Portugal and Denmark.

Residences – buzzer / bell information must be included on the order.
Apartments – buzzer / intercom information must be included on the order. Shipment can only be collected from / delivered to the ground floor or reception.
Businesses – shipment must be left at reception which is manned between 09:00 – 18:00.
University – shipment must be left at the reception of the halls of residence. Please verify with the University/Halls of Residence that collections and deliveries are permitted to take place from reception.
Hotels – shipment must be left with the concierge / bell desk / reception, and specified on the order.
Airports – only from hotels surrounding the airport, not in the terminal.
Ports – we cannot collect from or deliver to ports or docked boats.

We are currently trialling collection time slots in multiple countries, this allows for a collection period to be shorted to a 4-hour timeframe. If your collection address is eligible to select a collection time slot, this will be available during the booking process. We are currently working on rolling this trial out across the world, to provide a more accurate and convenient collection time for our customers. Please be advised, this is a trial and should the collection be attempted outside of your selected time (causing it to fail), any following attempts will be between 09:00-18:00.

Send My Bag is unable to provide a smaller time window for the collection, unless this was offered during the booking process. Collections and deliveries typically take place between 9:00am – 6:00pm, but during busier periods they can take place earlier or later.

A notification cannot be sent when the driver is approaching or has arrived at your location.

Send My Bag can usually collect a shipment as soon as the next working day; however this will depend on your collection location and the size of your shipment.

Same day collections may also be available when shipping within the UK or EU.

To view the available collection dates based on your specific circumstances, please visit our pricing page and simply click ‘Book Now’. You won’t be prompted to sign-up or commit to placing an order and once you reach step 3 of the booking process, the available collection dates based on the size of your shipment and collection location will be displayed.

Typically, drivers will not call or text prior to arriving. We do still request a local contact number in case the dispatching depot wish to call ahead to ensure that you are available prior to the collection (this is more common outside the EU).

You can update your collection date, collection address, or contact number, via your Send My Bag account here. If you have purchased cancellation and change cover, each of these can be changed once free of charge. If you have not purchased cancellation and change cover, each change will incur a £5.00 admin fee.

If your collection is taking place in the UK or US and you have selected a time slot that you now wish to change, please contact the Send My Bag team.

If shipping within the US, the option to choose to drop your shipment off at one of our courier partner’s many convenient locations is available during the booking process.

When shipping internationally from the US, or from any other country, the option to drop items off at a depot is not currently available during booking; however, if you contact the Send My Bag team with your order number, we may be able to provide the address of a nearby depot.

Staff at drop off locations are unable to provide any resources to attach your documents. Your shipment will need to be fully prepared for transit, and will not be accepted otherwise.

We do not recommend dropping shipments to a depot, as this is not standard practice and can cause delays. Send My Bag can also not offer any compensation or refund of fees resulting from choosing to drop your shipment at a depot.

If your doorbell does not work, we strongly advise you place a note next to the door or doorbell advising the driver that the bell is not working, requesting they knock instead. If you live in an apartment complex were a knock may not be feasible, we recommend placing a contact number on the note requesting the driver to call to advise they are at the address. Please be aware, we cannot guarantee a driver will call the number provided if the bell or buzzer is broken.

If you would like to add any extra information to assist the driving in finding your address, please contact the Send My Bag team. If you simply wish to amend the address on your order, please click here to update the address from your account.

In the event there is nobody at the collection address when the driver attempts collection, they will proceed to their next collection and they will not return..

If your collection has not been successful, please contact Send My Bag at your earliest convenience to schedule a new collection for another suitable date. A new collection can normally be booked from the next working day, however orders requiring a larger vehicle for collection, such as multiple items or heavy shipments, will require 24 hours to request the correct vehicle.

Should our system record that the shipment is not tracking after 24 hours of the collection date and no contact has been received, we will also email you to confirm if the shipment was not collected and the reason why, a further collection can then be scheduled online by following the instructions on the email received.

If collection was missed due to nobody being home when the driver arrived, or the shipment not being ready, an admin fee will apply to schedule a further collection attempt.

If you have been at the collection address throughout the duration of the collection day, please contact the Send My Bag team so we can establish the reason for the failed collection and have this re-scheduled on a date that suits you, free of charge.

The named shipper does not have to be present; however someone will need to be available between 9:00am – 6:00pm to hand over the shipment to the driver. Drivers are unable to collect unattended shipments for security reasons.

We are currently unable to collect or deliver on weekends or bank/ public holidays. Weekends differ between countries e.g. non-working days in the United Arab Emirates are Friday and Saturday, therefore, collection and delivery are available on Sunday. The available collection dates specific to your location will be displayed during step 3 of the booking process.

You can track your shipment online via your Send My Bag account, under ‘Your Account’ under the ‘Current Orders’ section. You will also receive an email once your shipment has been collected with the link to track your items, and a further email once your shipment has been loaded for delivery.

Shipments maybe scanned as ‘On Hold’ for a number of reasons, for example if a shipment arrives at a depot later than planned and has missed its onward connection, or it may simply be awaiting a connection that does not leave until later that day.

Shipments can also be scanned as ‘On Hold’ as a result of what is referred to as a ‘force majeure event’, such as severe weather, snow or flooding, which prevents any vehicles from safely conducting their transit. The Send My Bag team will monitor any shipments that have been scanned as on hold, to ensure they continue in transit as soon as possible.

If you have selected our standard service your items are sent by road and it can take a number of days to make the journey between locations across Europe and the USA. The courier is only able to update the tracking when the vehicle physically reaches a main sorting hub, station or depot, meaning the tracking updates may be less frequent compared to air shipments on our express services.

You can monitor your tracking information online from your Send My Bag account. If your tracking does not update every 24-48 hours, this will be flagged to the Send My Bag team to follow up with our courier partners.

On occasion, tracking labels can become detached whilst your shipment is moving through the network. When this happens, any un-labelled items will be sent to a central location to be identified, re-labelled and shipped on. Once re-labelled the shipment will track again as normal.

We will send you an email if your shipment does not track after the date of collection, to confirm the shipment has been collected. The Send My Bag team will then follow up with our courier partners to ensure your shipment begins tracking as soon as possible. 

There are a couple of common reasons why your bags may not be tracking.

Was your shipment handed over without your Send My Bag tracking labels attached? If so, the courier will need to re-label the shipment and supply us with the new tracking number. Once the new tracking number has been received, your order will be updated, and you will start to receive up to date tracking information.

As the shipping instructions for our courier partner are provided on your Send My Bag tracking labels, if your shipment is collected without labels attached, there may be further charges applied to your order as your shipment may be sent on the express service. A member of the Send My Bag team will be in touch if this is the case.

If shipping from Spain and Portugal, shipments may not begin tracking until they leave that country and enter the main global network. Send My Bag routinely monitors all shipments from these countries and will notify you once your shipment is tracking as normal.

When moving a high volume of shipments, all items are loaded into large containers which can be easily loaded on/off planes and other vehicles. The containers are tracked whilst moving through the network, which in turn updates the tracking of the items contained within. Should an item not be scanned when it entered a container, it will not show as departed, despite having left the depot. However, when the items are unloaded at the next sort facility, each item is then scanned again and should re-appear on the tracking.

Items typically only stop tracking temporarily and the issue should resolve itself within 24-48 hours. If the tracking does not update, the shipment may be in transit un-scanned, or the label may be damaged. If the tracking does not confirm all pieces are delivered, we will contact you to confirm if all pieces have been received and, if not, an investigation will be opened. If you have any concerns as to the location of an item, please do not hesitate to contact the Send My Bag team.

If you have any concerns to the whereabouts of an item, please do not hesitate to contact us.

Shipments sent over long distances will normally pass through facilities in several countries on route to the final destination. If your tracking shows your consignment moving through a country, other than the one it is being delivered to, it will normally only be awaiting a connection and will show a departure scan from that country a few hours later.

Your shipment may also be scanned as ‘with delivery courier’ in an area which is not close to your delivery address. This is normal, as the location on your tracking is simply the larger service area covered by the driver or location of the main depot, and not the exact location of the delivery.

When sending domestically within the same country, or between countries that are members of the European Union, your shipment will not require customs clearance.

If you are sending internationally between countries that are not both member states of the European Union you will be required to complete a packing list detailing the contents and estimated used value of your goods for customs purposes.

Further information may also be required depending on the countries you are shipping from or to, and you may need to complete a ‘Personal Effects’ form or to provide additional information such as a copy of the consignee’s passport or flight ticket. More information on the specific documentation required for your chosen route can be found on the relevant country’s destination page on our website.

Most countries, including the UK and USA offer a tax and duty free allowance for returning residents, travellers and settlers who send unaccompanied baggage containing personal clothing and personal effects (sports equipment etc.) which are for their sole use and which have been owned by them for a minimum of 6 months. Not all countries offer this allowance such as Russia and Norway among others.

Over 99% of Send My Bag non-EU shipments will pass through customs without being stopped and as such our service and estimated transit times assume your item will be categorized for free passage and not delayed by customs. This means our prices do not include any taxes, local charges, inspection fees or any other charges.

It is the sender's responsibility to ensure that you are aware of how your own personal circumstances, what you are sending and the prevailing customs regulations of the destination country will affect the categorisation of your shipment and consequently whether you will be liable to pay customs duties, taxes or local charges, or incur delays due to additional processing or inspection by customs.

For example if you send 10 boxes to a business address in Australia the Australian customs authority may require additional clarification on the nature of the shipment than if you sent a suitcase to a residential address.

If you send to a personal shipment to a hotel or business, please use c/o in the company line to help the customs authority see it is a personal shipment travelling to a hotel or business and that it is not a commercial shipment.

To avoid delays, customs documentation should also be attached securely to your bag so that it is clearly visible to the customs authority, and it must also be packed in a separate holder to the tracking labels.

If your shipment enters a customs clearance event, please be aware that processing times vary greatly from country to country and it can take several days for information to be received and processed by the customs authority. Once the extra information is provided or duty paid, it can also take several days from the point customs officially clear the item, for it to be processed, re-enter the delivery network and be delivered. It is for this reason, that it is very important when sending holiday baggage that you always check in advance with the destination country if your items will require additional clearance and ensure the packing list and other documents are clearly visible.

Send My Bag offers the best prices around and while 99% of customers complying with our advice will receive no delay or customs charges, just as an airline cannot check your visa, we cannot check you have fully complied with the destination customs regulations. We therefore recommend every customer sending on a route with customs clearance, takes 5 minutes to check the regulations for their destination directly with the destination country's official travel advice line or customs office.

If your item is stopped by a customs authority and it is assessed as not complying with duty free entry, it will be the responsibility of the recipient to complete any clearance procedure, and pay any duties, taxes or charges. In some rare cases you may be required to present a passport at a local office, or if a customs authority has removed the item from Send My Bag's care you may also be required to pay the authority an additional delivery fee or to collect the item.

Due to provisions under the Northern Ireland Protocol, the below does not apply to customers in Northern Ireland.

Delays are Possible

Brexit related delays continue to affect GB < > EU routes, time critical shipments (e.g. baggage for a holiday) should not be sent GB < > EU and all shipments should be given additional time to clear customs.

Customs Requirements - Personal Effects

All shipments travelling UK (*excluding NI) < > EU are now subject to formal customs clearance.

When sending your own personal belongings e.g. when relocating, studying abroad or traveling for a holiday, you will be required to comply with destination customs regulations.

This will typically include completing a packing list and providing additional information demonstrating the nature of the shipment. The additional information varies by destination and more details can be found on our destination pages.

As customs clearance is processed by the destination customs authority and is based on what you are sending and your own personal circumstances, Send My Bag provides personal effects customs clearance information from our experience but we cannot make any guarantees regarding destination customs clearance requirements or fees.

If your UK < > EU shipment is not granted tax free entry, VAT and other associated import and clearance fees may be applied by the destination customs authority, which will be collected by our courier partner in the destination.

Please be aware our courier partner may contact the receiver on behalf of the destination customs authority. This communication may also take place in the local language of the destination. When possible you should interact with these communications directly providing them with any information they have requested, but should you require assistance please do forward the communications to us.

Gift and Care Packages

The value limit for shipping gifts duty free GB < > EU is £39 / €45. If you are sending items of higher value; duties, taxes and a customs handling fee will now be charged before delivery in the destination. The final decision on any customs duties are that of the destination customs authority.

For further information on sending gifts to a particular destination please visit the relevant destination pages. Please also ensure you do not send any items which are now restricted which are now restricted.

Commercial Items

If your shipment complies with the rules of origin, the destination customs authority will reduce import duty to 0%. Your customer in the destination will still however need to pay import VAT and handling fees. Commercial shippers should also comply with any relevant shipping guidelines and restrictions in place for their industry.

Disputing Customs Fees

Customs fees and associated charges are raised by the destination customs authority based on international agreements and are applied based on what you have sent, your own personal circumstances and your ability to provide the customs authority with any corroborating information they may require. The fees will be collected on behalf of the destination customs authority by the delivering courier partner. If you believe a fee has been raised incorrectly, please do feel free to contact us, however if the destination customs authority confirms the fee was applied correctly based on what you have sent and your own personal circumstances, Send My Bag will be unable to influence their final decision. Due to backlogs at customs authorities within the UK and EU, it may take Send My Bag several weeks to receive an answer from a customs authority and due to data protection in some cases we may need to advise you how to dispute the charge rather than being able to dispute it on your behalf.

Please see our destinations pages for further information.

Prohibited Items

As the UK is no longer part of the EU single market, some cosmetic and food items such as chocolate which could previously be shipped are now restricted and can no longer be sent on our services UK< > EU. Please find more information in our separate article here.

UK Domestic Service: Great Britain < > Northern Ireland

This service is running as normal.

At this time there has been no changes to this service for private customers. Our prohibited item list linked to during the order process and emailed to you once your booking has been completed should however be adhered to as standard.

Commercial shippers should abide by the relevant guidance for their industry and attach the appropriate documentation.

Sending for Christmas? Check out our holiday season shipping information and gift section above.

Most countries offer a generous allowance for used personal effects and therefore no duty or tax will be due in the majority of cases.

In some instances, certain destinations may not offer duty or tax free clearance in all circumstances, or additional fees for customs processing may be required, and we recommend visiting our destinations pages for further information.

Just as an airline cannot check your visa, we cannot check you have fully complied with the destination customs regulations. We therefore recommend every customer sending on a route with customs clearance, takes 5 minutes to check the regulations for their destination directly with the destination country's official travel advice line or customs office.

The declared value is used by customs authorities to assess whether the goods shipped conform to their regulations for duty free clearance as used personal effects, and that the value declared does not suggest the items are new and being imported for resale, or any other reason than for personal use.

Only used personal goods will be considered for duty free clearance, not new items, therefore your declared value should reflect the estimated used resale value of the contents of your bag, not a replacement value or price of the items when new. For example a toothbrush would have a resale value of a few pence or cents, and a used shirt may be valued at a few pounds or dollars. Typically a suitcase of used clothing will have a used resale value of under £100 / $150.

Most countries including the UK and USA offer a generous tax and duty free allowance for returning residents, holiday makers and settlers who send unaccompanied baggage containing used personal clothing and personal effects. The exact limits for each country vary greatly and are subject to change, therefore Send My Bag cannot guarantee all shipments under a specific value will clear duty free, however we may limit the maximum declared value you can enter, or display a warning advising you not to exceed a certain value on specific routes in order to avoid or reduce the possibility of incurring duty and taxes. We do advise checking with the relevant customs authority to confirm their exact value limits if you are unsure.

If your shipment is assessed as not complying with the regulations for duty free entry, it will be the responsibility of the recipient to complete any clearance procedures, and pay any duties, taxes or charges. If you send new or commercial items import duties and taxes may be due as standard.

More information on international customs is also available under our FAQ: Do International Customs Affect Me?

The time taken for customs clearance varies from country to country and the average time from our historical records for customs to release a shipment after it is stopped, can be found in our destinations pages.

If your shipment has been on hold longer than our recorded average, there may be several reasons for this including missing or incomplete paperwork, customs needing to contact the receiver to confirm further details, the general volume of shipments being processed through customs causing a delay, customs needing to physically inspect the shipment, or the shipment being on hold pending payment of any duty, taxes, or customs storage or handling fees.

Send My Bag monitors all shipments going through customs clearance and will keep you updated, however if you have concerns about the amount of time your shipment has been in clearance, or you have been contacted directly by customs or our courier partner for additional information, please contact the Send My Bag team who will assist you further.

We welcome the majority of non- standard personal effects shipments, however, please note that these shipments will need to be classified as either gifts, or commercial shipments. In the event the shipment is classified as non-standard personal effects, it is likely duties or taxes may be applied by the destination country’s customs authority. We recommend you check with the destination country’s customs authority prior to placing your order to ensure you understand what charges, if any, may be applied.

Customs authorities will typically not accept letters of explanation in place of missing documents and if you are unable to provide the documentation required for duty free clearance on your chosen route, your shipment can still be sent but will be cleared as commercial goods. Duties and taxes may be applied to the shipment by the customs authority in the destination country and it will be the responsibility of the receiver to settle any charges with our courier partner.

If you have been contacted by our courier partner directly, it is likely they require you to expand or clarify information that has already been supplied, or your specific circumstances require additional information that is not normally required for the majority of shipments we typically send. If customs have requested further information, this can either be supplied to the agent who contacted you, or it can be supplied to Send My Bag directly to pass on to the agent on your behalf.

We recommend you respond and supply any requested information or documentation at the earliest opportunity to avoid any unnecessary delays or possible storage charges.

If you have received a bill from our courier partner for customs charges, please first check our destinations page for the country you are shipping to, as some charges for customs handling are applied on certain routes, and other countries may not have a duty free allowance.

If the charges are not listed on the destinations page, please otherwise contact the Send My Bag team who will contact our courier partner to check why the charge has been applied and dispute it if possible. Commonly, shipments may have been accidentally cleared as commercial goods in error by customs, and this can then be amended by resubmitting the customs paperwork to our courier partner and have the charges waived.

Residences – buzzer / bell information must be included on the order.
Apartments – buzzer / intercom information must be included on the order. Shipment can only be collected from / delivered to the ground floor or reception.
Businesses – shipment must be left at reception which is manned between 09:00 – 18:00.
University – shipment must be left at the reception of the halls of residence. Please verify with the University/Halls of Residence that collections and deliveries are permitted to take place from reception.
Hotels – shipment must be left with the concierge / bell desk / reception, and specified on the order.
Airports – only from hotels surrounding the airport, not in the terminal.
Ports – we cannot collect from or deliver to ports or docked boats.

You can update the delivery contact name, delivery address and delivery phone number online up to and including the day before your collection is due to take place. If you purchased Cancellation & Change Cover when placing your order one change can be made free of charge, if you did not, a small admin fee will be charged.

Click here to update your delivery address, contact name or phone number. Once logged in, click the order reference of the order that you wish to update.

If you have previously printed your labels, you will need to print and attach the new labels that will generate with the updated delivery information. You will be emailed when the new labels are ready.

If your bag has already been collected please click here for more information.

Please note your delivery address must still be in the same country, if you have accidentally selected the wrong country when booking please contact the Send My Bag team for further assistance.

When a delivery fails for any reason, you will receive an email with instructions on how to arrange a new delivery online.

If you have received a delivery card, and arrange a new delivery directly with our courier partner, the email you receive will also ask you confirm you have done this, and confirm the date of the new delivery attempt so that this can be monitored by the Send My Bag Team.

Please be mindful, the courier will only attempt delivery 3 times.

After entering your postal or zip codes on our pricing page, our system will generate an estimated transit time* based on information provided by our courier partners and our own historical bookings. Without postal or zip codes being provided, the estimated transit time shown will be based on capital to capital.

During booking, once a collection date has been selected in step 3, an estimated delivery date will also be displayed. All delivery dates are estimates, and whilst typically 95% of Send My Bag standard services and 99.5% of express services arrive on the estimated delivery date, we advise that you do not wait in for a delivery until you have received an email notification confirming your shipment is out for delivery.

Should you be travelling on a route were your shipment must pass through customs, the destinations page for your destination country will show the average time that customs may take to process and release your shipment.

*Estimated transit times are displayed in working days and do not include weekends or bank holidays.

Deliveries can take place anytime between 9:00am – 6:00pm (local time). During busy periods such as summer or Christmas, deliveries may take place outside of this window. Unfortunately, the Send My Bag team are unable to provide a more accurate delivery time and as drivers are not guaranteed to call on arrival, someone will need to be available throughout the day to receive the shipment.

When your shipment has been loaded onto a vehicle for delivery, the tracking status of your shipment will be updated to “with delivery courier” and a notification email will automatically be sent to your registered email address. If you have paid for our SMS tracking alerts, we will also text you to advise your bag has been loaded for delivery.

Please note that all deliveries typically take place between 9:00am and 6:00pm, we are unable to provide a narrower time window for delivery. In some areas and at busy times of the year e.g. summer and Christmas, deliveries may take place after 6:00pm.

Anybody at the delivery address can sign for your shipment. Work colleagues, family members or friends can all be called upon if you are not able to receive the item personally due to other commitments.

If your doorbell does not work, we strongly advise you place a note next to the door or doorbell advising the driver that the bell is not working, requesting they knock instead. If you live in an apartment complex were a knock may not be feasible, we recommend placing a contact number on the note requesting the driver to call to advise they are at the address. Please be aware, we cannot guarantee a driver will call the number provided if the bell or buzzer is broken.

Delivery will be attempted at the first available opportunity. However, if delivery is attempted and fails, we will notify you by email and you can then contact us to schedule a new delivery on another convenient date. The depot will usually be able to hold the shipment for up to 7 days.

Delivery dates are estimated based on the transit time from the collection to the delivery address. You can change your estimated delivery date by moving your collection date however the transit time is estimated and the delivery date is not guaranteed.

If there is no one available when delivery is attempted and fails, we will notify you by email and you can then contact us to schedule a new delivery on another convenient date.

All delivery dates are estimates; please view your tracking from your Send My Bag account here to check the progress of your bag. We advise that you do not wait in for a delivery until you have received an email notification confirming your shipment is out for delivery.

Popular related question: Can I claim for late delivery?

You can collect your bag from a depot; however Send My Bag does not offer this option as standard, as our service is designed to deliver items door to door. Should you wish to collect your shipment rather than waiting in for a delivery, please contact the Send My Bag team for more information.

This is not always possible and we do not recommend changing your delivery address after collection unless absolutely necessary.

As your shipment will be travelling through an automated network, a change of delivery address requires manual intervention which can cause delays. If a change of delivery address is unavoidable please contact the Send My Bag team once a delivery attempt at the original address has failed.

If you require your item to be redirected to a different depot, county or country, a new order will be required and an admin fee may also apply.

Send My Bag does not currently offer any storage services.

If delivery fails the shipment will be held at the local delivery facility until a new delivery date has been arranged. Please be aware that delivery depots have limited space for storage and are only able to hold items for a short period of time. In the event multiple delivery attempts have been unsuccessful, a new delivery date is not arranged, or if someone at the destination refuses the delivery, items may be returned the collection address.

It is important that once a delivery has failed that you contact Send My Bag to arrange a new delivery date. If delivery is proving difficult to arrange please contact the Send My Bag team who will check if it is possible to collect your shipment or have it redirected to an alternative address.

Your address must be an easily accessible location and the driver must be able to drive within 25m / 80ft of the collection or delivery point. If this is not possible, it is likely the collection or delivery will fail. If this happens, we will email you to obtain a suitable alternative location for your collection or delivery.

If you feel the driver may not be able to access your address, please let us know and we can provide additional information to the driver to try and reduce any risk of the collection or delivery failing. Please note drivers will not call on arrival.

Typically, drivers will not call or text prior to arriving for delivery. We do still request a local contact number in case the dispatching depot wishes to call ahead to ensure that all delivery information is correct, or to arrange the delivery with you.

When sending multiple items, your shipment may become separated in transit, as it is transported on an automated network.

If your all items in your shipment are not scanned as delivered on the tracking information, an email will be sent to you to confirm if all pieces have been received or not. If you select that you have not received all of your items, a member of the Send My Bag team will then contact our courier partner to confirm when the remaining pieces will arrive and you will be updated by email.

If your bag is showing as delivered but you have not received it personally, it is likely that a neighbour or someone else at the address has signed for this on your behalf. We recommend checking with your neighbours, house mates or family members to confirm if they have signed for the shipment. When sending to a university or business address, shipments will generally be delivered to the main reception or mail room and not to individual rooms or departments.

If after checking, you still cannot locate the shipment, please contact the Send My Bag team at the earliest opportunity and this can be investigated with our courier partner.

Send My Bag has an excellent rate of on estimate deliveries with over 95% of standard deliveries and 99.5% of express deliveries arriving on the estimated date.

Should your bag be traveling on a route were it must pass through customs, our destination pages also include the estimated time which your item will spend in customs.

Our express services within the EU include an on time guarantee. If this service was selected and your delivery was subsequently made after your delivery date, please contact us at info@sendmybag.com to make a claim. Full details of our on time guarantee can be found in section 14 of our terms here.

If you have used our standard service, or a service that originated or is destined for an address outside of the EU, an on time guarantee is not currently available. Should you feel the delay to your delivery has been unreasonable however, please let us know and a member of the Send My Bag team will investigate the reason for delay.

Our complimentary or purchased cover does not typically extend to reasonable wear and tear of unprotected luggage, however in instances were wheels or pull handles have been severely damaged please contact priority@sendmybag.com and a member of the team will usually respond within 2 working days.

In order for us to consider any claim for compensation; you must inform Send My Bag of any damage, in writing, within 7 days of delivery of the goods.

Popular related question: What can I send?

We are currently unable to collect or deliver on weekends or bank/ public holidays. Weekends differ between countries e.g. non-working days in the United Arab Emirates are Friday and Saturday, therefore, collection and delivery are available on Sunday. The available collection dates specific to your location will be displayed during step 3 of the booking process.

If you have forgotten your password, you can simply request the system to send you an email with the option to reset your password. This can be done by using the ‘Forgotten your password’ link, below the log in button in your Send My Bag account.

If you are still unable to access your account after resetting the password, please contact the Send My Bag team, as there might be a mistake in the spelling of the email address entered when registering.

Last updated 6th June.

Send My Bag customer support is operating 24hrs as normal, the service is also operating as normal in all regions.

We operate 7 days a week, including 24hrs on weekdays and there is a number of ways to get in touch.

Live Chat

Simply click the 'Live Support' button. Depending on the version of our website you are using, this is either a green button pinned to the right side, or an orange button in the bottom right corner. Enter your first message and a member of our team will usually respond within a couple of minutes!

Call Us

If you are in the UK, USA, Australia or another country where we provide a local contact number we recommend using that number. Our full list of local contact numbers are available here.

If you are calling from anywhere else in the world, you may prefer to use our new VOIP call service. This allows you to call us for free via your smartphone, tablet or PC.

**Please Note** This service uses your internet connection (voice only, this is not a video call). If your internet connection is weak the service may not work. We recommend connecting to Wifi rather than mobile data, we also recommend staying in one place while using this service, if your internet connection drops for any reason the call will disconnect.

If using mobile data abroad you should confirm costs with your mobile service provider before switching it on.

1 - Click the 'Live Support' button. Depending on the version of our website you are using, this is either a green button pinned to the right side, or a blue button in the bottom right corner.

2 - When the new window opens, click the white back arrow in the top left.

3 - Select 'Call Us' and follow on screen instructions. You will need to grant permission for your microphone and speakers to be used.

Email Us

Due to provisions under the Northern Ireland Protocol, the below does not apply to customers in Northern Ireland.

Delays are Possible

Brexit related delays continue to affect GB < > EU routes, time critical shipments (e.g. baggage for a holiday) should not be sent GB < > EU and all shipments should be given additional time to clear customs.

Customs Requirements - Personal Effects

All shipments travelling UK (*excluding NI) < > EU are now subject to formal customs clearance.

When sending your own personal belongings e.g. when relocating, studying abroad or traveling for a holiday, you will be required to comply with destination customs regulations.

This will typically include completing a packing list and providing additional information demonstrating the nature of the shipment. The additional information varies by destination and more details can be found on our destination pages.

As customs clearance is processed by the destination customs authority and is based on what you are sending and your own personal circumstances, Send My Bag provides personal effects customs clearance information from our experience but we cannot make any guarantees regarding destination customs clearance requirements or fees.

If your UK < > EU shipment is not granted tax free entry, VAT and other associated import and clearance fees may be applied by the destination customs authority, which will be collected by our courier partner in the destination.

Please be aware our courier partner may contact the receiver on behalf of the destination customs authority. This communication may also take place in the local language of the destination. When possible you should interact with these communications directly providing them with any information they have requested, but should you require assistance please do forward the communications to us.

Gift and Care Packages

The value limit for shipping gifts duty free GB < > EU is £39 / €45. If you are sending items of higher value; duties, taxes and a customs handling fee will now be charged before delivery in the destination. The final decision on any customs duties are that of the destination customs authority.

For further information on sending gifts to a particular destination please visit the relevant destination pages. Please also ensure you do not send any items which are now restricted which are now restricted.

Commercial Items

If your shipment complies with the rules of origin, the destination customs authority will reduce import duty to 0%. Your customer in the destination will still however need to pay import VAT and handling fees. Commercial shippers should also comply with any relevant shipping guidelines and restrictions in place for their industry.

Disputing Customs Fees

Customs fees and associated charges are raised by the destination customs authority based on international agreements and are applied based on what you have sent, your own personal circumstances and your ability to provide the customs authority with any corroborating information they may require. The fees will be collected on behalf of the destination customs authority by the delivering courier partner. If you believe a fee has been raised incorrectly, please do feel free to contact us, however if the destination customs authority confirms the fee was applied correctly based on what you have sent and your own personal circumstances, Send My Bag will be unable to influence their final decision. Due to backlogs at customs authorities within the UK and EU, it may take Send My Bag several weeks to receive an answer from a customs authority and due to data protection in some cases we may need to advise you how to dispute the charge rather than being able to dispute it on your behalf.

Please see our destinations pages for further information.

Prohibited Items

As the UK is no longer part of the EU single market, some cosmetic and food items such as chocolate which could previously be shipped are now restricted and can no longer be sent on our services UK< > EU. Please find more information in our separate article here.

UK Domestic Service: Great Britain < > Northern Ireland

This service is running as normal.

At this time there has been no changes to this service for private customers. Our prohibited item list linked to during the order process and emailed to you once your booking has been completed should however be adhered to as standard.

Commercial shippers should abide by the relevant guidance for their industry and attach the appropriate documentation.

Sending for Christmas? Check out our holiday season shipping information and gift section above.

Please visit our Holiday Season & Christmas Shipping Guide for recommended send by dates, opening hours and other top tips.

Once your shipment has been delivered, our system will automatically send you an email with the ability to review your recent shipment.

Once you have submitted your Send My Bag customer review, it is then put in a queue, read and then pushed live. If you have encountered any problems whilst using the Send My Bag service, a member of our Priority team will reach out to engage and resolve any outstanding issues, not been previously reported. All reviews are typically published, unedited, within a few days of being submitted.

As the UK has now left the EU single market, certain products are now restricted and can no longer be sent on our services UK<>EU. Please check below to ensure any items you are sending are not now prohibited to be sent on these routes.

Food

Cannot be sent

• Fruit, vegetables, nuts and seeds
• Meat, fish and other animal products
• Dairy products such as chocolate (including dry products containing dairy such as protein powder)
• Perishable products of any kind

Can be sent(must not contain dairy or be of animal origin) :

• Sweets / Candy
• Biscuits / Cookies
• Crisps / Chips

Cosmetics

Cannot be sent

• Body creams
• Lotions
• Moisturisers
• Sun cream

Can be sent

• Shower gels
• Toothpaste
• Shampoo

DO NOT risk sending prohibited items

ALL shipments are x-rayed and are subject to security searches. If you include prohibited items your shipment it may be returned to the collection address and no refund of the order costs will be issued.