Frequently Asked Questions at Send My Bag™

Covid-19: Our service is operating as normal. More info.

FAQ

what can i send

Is coronavirus Covid-19 affecting the Send My Bag service? Can I still ship?

What can I send?

Is there anything I can't send?

Can I send toiletries and other liquids?

Can I send food?

view all questions

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?

view all questions

payments

What payment methods do you accept?

Why has my card been declined?

How do I make an outstanding payment?

view all questions

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?

view all questions

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?

view all questions

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?

view all questions

customs

How does the UK leaving the EU affect Send My Bag services?

Do customs affect me?

How much customs duty will I need to pay?

What is the 'Declared Value for Customs'?

Why is my shipment still in customs?

view all questions

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?

view all questions

account access

I have forgotten my password or cannot access my online account.

view all questions

other

What is my airline baggage allowance?

view all questions

Select your country

Choose your preferred currency