What Can I Send
Placing An Order
Preparing Your Items
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 receive 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 14 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 firstname.lastname@example.org 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 email@example.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.
Contact us by email and we will get back to you ASAP.
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