Please find below questions which we are asked most often.
Click on a question to view the answer and if there is a question that you have which we have not listed on the site, please do not hesitate to email us at firstname.lastname@example.org with your question and a member of staff will reply.
Please indicate on your email if you would like your question to be added to our site!
- 1. How is the volume weight of a parcel calculated?
The volume or dimensional weight of your package becomes the billable weight when the volume weight of your package exceeds its actual weight.
1. Determine Actual Weight: Use any standard scale to determine the actual weight of your package.
2. Determine Cubic Size: Calculate the cubic size of your package by multiplying the height in inches or centimetres (number 1 in the diagram), by the length in inches or centimetres (number 2 in the diagram), by the width in inches or centimetres (number 3 in the diagram). Round each measurement to the nearest whole inch or centimetre. The resulting total is the cubic size of your package.
3. Determine Volume Weight: Divide this cubic size of your package in centimetres by 4000 (6000 if international) to determine the volume weight. Increase your total to the nearest full kilogramme. If this is greater than the actual weight, then the volume weight becomes the chargeable weight of the package.
- 2. How should my parcels be packaged to ensure safe transit?
Step 1. Use a Corrugated Box
Whenever possible, use a new box. The more times a box is used, the more it loses its original protective qualities, so a previously used box may not adequately protect your shipment.
If you must reuse a box, make sure it is rigid and in excellent condition with no punctures, tears, rips or corner damage and that all flaps are intact. Remove any labels and all other shipment markings from the box.
Choose a box strength that is suitable for the contents you are shipping. Never exceed the maximum gross weight for the box, which is usually printed on the Box Maker's Certificate on the box's bottom flap.
Step 2. Provide Internal Protection
It's important that you cushion the contents of your package properly.
Please be sure that you wrap each item separately. Fragile articles need both suitable separation from each other and clearance from the corners and sides of the box.
Each item should be surrounded by at least 5 cm of cushioning and be placed at least two inches 5 cm away from the walls of the box. This will protect your items from product-against-product damage and shield them from the shock and vibration that can be conducted from the exterior of the box to its contents in transit.
Please use proper cushioning material, combined with a strong outer container, to protect your shipment fully. Make sure you use enough cushioning material to ensure that the contents do not move when you shake the container.
Improper cushioning material includes clothing, blankets and pillows. Instead, use the materials like those listed below to cushion and protect your shipment:
- Air-encapsulated plastic (bubble pack)
- Inflatable packaging (air bags)
- Polystyrene "chips"
- Corrugated liners and inserts
Note: Fragile objects -- such as electronics, glass, ceramics, and artwork -- require special packaging for safe shipment. Packages containing these and similar items may require added cushioning or a double box.
Step 3. Close Your Container Securely
For the safety and security of your shipment, proper closure of your container is just as important as proper cushioning.
To close a box securely, do not use masking tape, cellophane tape, duct tape, string or paper over-wrap. Instead, use a strong tape 5 cm or more in width such as:
- Pressure-sensitive plastic or nylon-reinforced tape
- Water-activated reinforced tape
Step 4. Use Proper Labelling
For fast and efficient delivery, keep these points in mind when labelling your package:
- Always include the recipient's postcode with the complete street address. For international shipments, include a contact name, telephone number and postcode.
- You must make every effort to obtain a street address. If a shipper should use a P.O. Box address, the recipient´s telephone number must be included on the label. Parckages addressed to a P.O. Box may can not be delivered and will not be covered by any Xpress Despatch guarantee and will be liable to an address correction charge. British Forces Post Office (BFPO) addresses are not accepted.
- Please include the apartment or unit number, if applicable.
- Place the shipping label on the top of the package. To avoid confusion, place only one address label on the package. If you are using a packing slip, place it on the same surface of the package as the address label.
- Do not place the label over a seam or closure or on top of sealing tape.
- Remove or cross out old labels or markings on a used box.
- Always include your complete return address, including full street address and postcode. For international shipments, include a contact name, telephone number and postcode.
- Place a duplicate label or other form of identification inside your package.
Note: If you are using a mailing tube, place the label horizontally, with each end of the label pointing toward the ends of the tube, so the bar code can be scanned.
- 3. I don't have an account with Xpress Despatch, can I still use their services?
If you don't currently have an account with us you can pay using your credit or debit card. Please call our office on 08450 611612 for further details.
- 4. Can the carriage charges be forwarded to the delivery address?
Depending on the service you require, we can usually offer either a 'cash on delivery' service or 'cash on collection' option. A standard surcharge of £5.00 applies on UK consignments. Please call our office on 08450 611612 for further details.
- 5. Which items are not allowed?
The following items will NOT be accepted for carriage or where indicated only, are carried at the shippers risk without basic liability cover. This list includes items which are prohibited for carriage by law. For international carriage there may be additional prohibited items specified by the country of destination. At its sole discretion, Xpress Despatch may refuse to carry other items not listed below.
- Antiques, works of art and fine art with an individual value in excess of £1,000, unless previously agreed in writing
- Cash and travellers cheques(at senders risk)
- Clinical and / or biological samples (including but not limited to bodily fluids and tissue samples)
- Complete original and imitation firearms and firearm parts (including rifle butts, trigger mechanisms, screws / bolts etc which are manufactured for the sole purpose of creating a functional firearm), air rifles or pistols, ammunition, explosives / explosive devices
- Dangerous / hazardous goods including but not limited to perfumes, aftershaves, aerosols, flammable substances, dry ice, biological substances, UN classified dangerous goods and any goods specified as such under International Air Transport Association regulations (“IATA”), the Agreement on Dangerous Goods by Road ("ADR") or International Maritime Dangerous Goods ("IMDG") regulations
- Electronic cigarettes
- Human remains or ashes
- Illegal goods and ivory. This can include items that are country-specific (e.g. the export of alcohol) and commodities considered to be illegal internationally, such as counterfeit goods, ivory and narcotics
- Jewellery, costume jewellery, watches and objects constructed of precious metal and/or stones (at senders risk)
- Laptop computers – No more than 1 laptop computer per package. Each package may not contain more than 1 lithium ion battery which must be contained within the laptop
- Lithium batteries
- All lithium metal batteries. Lithium metal batteries are generally non-rechargeable and contain metallic lithium
- Loose lithium ion batteries. Lithium ion batteries do not contain metallic lithium and are rechargeable
- Small electronic items, including mobile phones, containing lithium ion batteries – each package may not contain more than 2 batteries which must be contained within the electronic device
- Live animals (including but not limited to mammals, reptiles, invertebrates, amphibians, birds, insects, larvae and pupae) Live fish on request
- Loose precious and semi-precious stones (cut or un-cut, polished or un-polished)
- Pornography (whether in printed, film or digital format)
- Tobacco, loose leaf tobacco products and pre-rolled cigarettes
- Guitars (at senders risk)
- Unpacked or incorrectly packaged consignments (sent faat senders risk)
- Incorrectly declared weight or parcel dimensions (sent at senders risk)