Terms & Conditions
As a user of this website you acknowledge that you are bound to our terms and conditions below.
Listed below the following terms that will be found in these terms of carriage:
Consignment – A parcel or a group of parcels sent to a single address.
Consignee/Receiver/Recipient – The person who is receiving the consignment.
Shipping Labels– The documentation placed on the parcel.
Third Party - The order placed through Send Express utilising the account that Send Express has with the carrier.
Working Day - Monday to Friday from 9am to 5.00pm, excluding public and bank holidays.
Obligation to our customers
Send Express will arrange delivery of the consignment/s via a third party service with a major carrier.
Send Express do not come into direct contact with the consignment/s but arrange for the collection through one of the carriers that we hold an account with.
The carrier has the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large.
In addition Send Express has the right to refuse any order/user from our system.
All queries/claims must be directed through Send Express who will then contact the relevant carrier on the sender’s behalf. If the carrier is contacted directly Send Express may not be able to assist you with your query at a later date.
If your collection fails you must contact Send Express and request an alternative collection time which will be booked as soon as possible.
Send Express can only delivery to a full street address.
We cannot delivery to a PO Box. If a consignment is collected and returned for this reason, no refund will be given.
Payment is taken by our automated system at the end of your order.
Tracking is available through our Web site online. On some occassions Hard copy Proof Of Delivery can be obtianed via our carriers.
If any one of the following items in this list is collected by a driver you are then liable to be surcharged and your parcel returned. No refund of postage will be made and any compesantion claims will be voided.
Please note Send Express's booking systems are automated by computers, therefore Send Express staff are unable to monitor what is being shipped, so it is the customers responsibility to either read the terms and conditions or enquire directly via email to see if your parcel is acceptable.
To comply with strict regulations we will not carry any substances classified as dangerous in the latest edition of the Civil Aviation Organisation's Technical Instructions.
There are nine hazard classes which cover these and the examples quoted below must not be taken as full lists of all dangerous goods. We will not accept other materials and products that may be hazardous to handling staff.
Dangerous goods are defined as those goods which meet the criteria of one or more of the nine UN hazard classes. These classes relate to the type of hazard and are detailed below. All dangerous goods are prohibited.
Class One: Explosives Definition: Any chemical compound, mixture or device capable of producing an explosive-pyrotechnic effect, with substantial instantaneous release of heat and gas. All explosives are prohibited. Examples: Nitroglycerine; Fireworks; Blasting caps; Christmas Cracker Snaps; Igniters; Fuses; Flares; Ammunition, etc.
Class Two: Gases compressed, liquified or dissolved under pressure. Definitions: Permanent gases which cannot be liquified at ambient temperatures; liquified gases, which become liquid under pressure at ambient temperatures; dissolved gases which are dissolved under pressure in a solvent.
All flammable compressed gases are prohibited. Examples: Hydrogen; Ethane; Methane; Propane; Butane; Cigarette lighters; Gas Cylinders for camping stoves, blowlamps, etc.
All toxic compressed gases are prohibited. Examples: Chlorine; Flourine,etc.
All non-flammable compressed gases are prohibited. Examples: Carbon Dioxide; Nitrogen; Neon; Fire Extinguishers containing such gases, etc. iv) All aerosols are prohibited.
Class Three: Flammable Liquids Definition: Liquids, mixtures of liquids, or liquids containing solids in solution or suspension which give off a flammable vapour. Any liquid with a closed cup flash point below 60.5° C is prohibited. Examples: Acetone; Benzene; Cleaning Compounds; Gasoline; Lighter Fuel; Paint Thinners and Removers; Petroleum; Solvents, etc.
Class Four: Flammable Solids Definition: Solid materials which are liable to cause fire by friction, absorption of water, spontaneous chemical changes, or retained heat from manufacturing or processing, or which can be readily ignited and burn vigorously. Examples: Matches (any type inc. safety); Calcium Carbide; Cellulose Nitrate products; Metallic Magnesium; Nitro-cellulose based film; Phosphorous; Potassium; Sodium; Sodium Hydride; Zinc Powder; Zirconium Hydride, etc.
Class Five: Oxidising Substances and Organic Peroxides Definition: Though not necessarily combustable themselves, these substances may cause or contribute to combustion of other substances. They may also be liable to explosive decomposition, react dangerously with other substances, and be injurious to health. Examples: Bromates; Chlorates; Components of Fibreglass repair kits; Nitrates; Perchlorates; Permangamates; Peroxides, etc.
Class Six: Toxic (Poisonous) and Infectious Substances, Other Medical Substances. Definition: Substances liable to cause death or injury if swallowed or inhaled, or by skin contact. All toxic substances are prohibited. Examples: Arsenic; Beryllium; Cyanide; Fluorine; Hydrogen Selenide; Infectious substances containing micro-organisms or their toxins which are known to cause (or are suspected of causing) disease; Mercury; Mercury Salts; Mustard Gas; Nitrobenzine; Nitrogen Dioxide; Pesticides; Rat Poison; Serum; Vaccines, etc. Pathogens in Risk Group 4 and selected Risk Group 3 pathogens listed in Schedule 9, part 5 of the latest edition of the Control of Substances Hazardous to Health Regulations are prohibited. Examples: Clinical, environmental and medical waste; Ebola; Foot and Mouth disease.
Class Seven: Radioactive Material Definition: All materials and samples that are classified as radioactive using Table 2-12 of the latest edition of the International Civil Aviation Organisation's Technical Instructions. Examples: Fissile Material (Uranium 235,etc.); Radioactive Waste Material; Uranium or Thorium Ores, etc.
Class Eight: Corrosives Definition: Substances which can cause severe damage by chemical action to living tissue, other freight, or the means of transport. All corrosive substances are prohibited. Examples: Aluminium Chloride; Caustic Soda; Corrosive Cleaning Fluid; Corrosive Rust Remover/ Preventative; Corrosive Paint Remover; Electric Storage Batteries; Hydrocloric Acid; Nitric Acid; Sulphuric Acid, etc.
Class Nine: Miscellaneous Dangerous Goods Definition: Substances which present dangers not covered elsewhere. Examples: Asbestos; Dry Ice (solid carbon dioxide); Magnetised Material with a magnetic field strengthh of 0.159 A/m or more at a distance of 2.1m from the outside of the parcel.
Collection & Delivery
Via our Quote & Booking system our website takes all booking data as per the customers instructions. The customer will have a choice of various collection windows to choose from, please note that this time slot is not guaranteed. If the collection does not happen within the time slot allocated it is the customers responsibility to inform Send Express via email of a failed collection. We will then endeavor to rearrange another collection which is convenient to the customer.
We cannot deliver to PO Box addresses.
Collections & Deliveries are made on Working days only. Saturday deliveries are optional at an extra cost, this option is available by contacting Send Express via email prior to placing your order.
Please ensure you are in at the collection time that you request. A surcharge of £4.50 will be applied if you are out when the driver attempts to collect.
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a re delivery is necessary.
Please note that all guaranteed services start once the consignment is collected. If the collection fails it is the customers responsibility to inform Send Express, we will then re book for the next convenient time the customer is available for collection. No refund / discount will be given for failed collections and an additional booking may well be charged at the current rate.
In the event the recipient is not at the delivery address when the driver delivers they will either leave with a neighbour or return the parcel to the depot, either way a calling card will be left informing the recipient where the parcel is and how to rearrange another delivery at a convenient time.
Third Party Collections / Three Way Collections / Freight Forward Collections, this is where the customer is arranging a collection from a remote address. It is the customers responibility to ensure there is somebody at the remote collection address to hand the goods to the driver. Tracking will not work until the package has been collected, therefore it is the customers responsibility to keep informed by the person at the collection address when the parcel has been collected.
You are pre paying for the postage charges of your consignment/s only. Send Express has no control over any customs queries or charges that may arise. Customs charges must be paid in addition by the sender or receiver before delivery is made. Send Express reserve the right to pass these charges directly onto the person that placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on.
By entering the weight of your consignment/s you are pre paying for the postage. If the consignment /s is heavier then the additional weight will be charged to the card that the order was placed on together with an administration charge of £5 + VAT. Additional charges will be confirmed in writing or via email.
By entering the dimensions of your consignment/s you are pre paying for the postage. If the consignment /s is larger then the additional size will be charged at £20 to the card that the order was placed on together with an administration charge of £5. Additional charges will be confirmed in writing or via email.
Please ensure you are in at the collection time that you request. A surcharge of £4.50 will be applied if you are out when the driver tries to collect.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary.
Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.
The automated system books and charges for the delivery. If the consignment/s has to be returned then the return charge is chargeable.
You are pre paying for the postage charges. Any Customs charges will be passed on in addition should they arise.
We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct.
Delay / Damage / Loss / Insurance & Claims
Your consignment/s must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double walled box with further padding surrounding the item.
The following are not covered by insurance regardless of how good the packaging is: Glass, Ceramics, Antiques and anything containing glass i.e. Televisions and monitors. Computers, laptops, TFT screens/flat panel monitors, printers etc are only insured for loss and delay subject to further conditions.
If the item is not sufficiently packed the claim will be rejected.
If the item is not correctly labeled, the claim will be rejected.
Any item that is listed in our Prohibited Items section will be exempt from our insurance cover.
In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept the claim will be rejected.
Please sign 'UNCHECKED' for all parcels if you are unable to check when driver delivers and 'DAMAGED' for any items you believe may well have been damaged.
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
All claims must be brought to us via email to firstname.lastname@example.org within 24 hours of receipt or loss. Please state your order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.
In the event of a claim a cost invoice will be needed to prove the value of the consignment/s and photos must be supplied for all damage claims.
We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact the Managing Director.
The person placing the order is responsible for the information entered. Send Express will not be held responsible for wrong information that is entered and no refunds will be given in this instance.
You are prepaying for the postage charges and Send Express applies these charges on your behalf to our account with the relevant carrier. We are not liable for any customs charges that may arise.
Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with Send Express.
Loss or damage under the following conditions will not be covered:
Act of God
Consequences of war
Insufficient packaging / Incorrect labeling
Send Express will deal with the person who placed the order only.
Liability is limited to the cost of sending the item only and to the Insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.
Any claim must be brought to us via email to email@example.com within 24 hours of receipt for loss. Please state your order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.
If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.
These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.
These terms and conditions are in addition to your statutory rights as a consumer which remain unaffected.
123 Internet Designs Ltd t/a Send Express.
Office Address (Trading Address)
145-157 St John Street