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FAQ
what can i send
Is coronavirus Covid-19 affecting the Send My Bag service? Can I still ship?
Shipping cosmetics and food between the UK and EU after Brexit
What can I send?
Is there anything I can't send?
Can I send toiletries and other liquids?
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placing an order
Who uses Send My Bag?
How much does it cost to ship a bag?
How far in advance do I need to book, how soon can you collect?
How long will it take for my bag to arrive?
Do you offer insurance? What are your cover levels?
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payments
What payment methods do you accept?
Why has my card been declined?
How do I make an outstanding payment?
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preparing your items
How should I prepare my bag for transport? Can I send boxes or use other types of packaging?
What do I need to do before collection?
Can I lock my bag?
How do I secure labels to a bag without Label Holders?
When are my labels ready to print? / Why aren’t my labels ready to print? / I can’t access my labels?
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collections
What kind of addresses can you collect from and deliver to?
What time will my collection take place? Do you offer collection time slots?
How far in advance do I need to book, how soon can you collect?
Will I receive a call or text before my collection?
Can I change my collection details?
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tracking
How do I track my bag/box?
Why is my order showing as ‘On Hold’?
Why has my bag stopped tracking?
My bag has been collected, but isn’t tracking?
Why aren't all of my items tracking?
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customs
Do customs affect me?
How does the UK leaving the EU (Brexit) affect Send My Bag services?
How much customs duty will I need to pay?
What is the 'Declared Value for Customs'?
Why is my shipment still in customs?
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delivery
What kind of addresses can you collect from and deliver to?
Can I change my delivery name, delivery address or telephone number?
What do I do if I miss the delivery driver? Can I arrange a new delivery?
How long will it take for my bag to arrive?
What time will my bag be delivered? Will I receive a telephone call?
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account access
I have forgotten my password or cannot access my online account.
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other
Shipping cosmetics and food between the UK and EU after Brexit
How does the UK leaving the EU (Brexit) affect Send My Bag services?
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