Frequently Asked Questions

 

What is the maximum size I can send?

One purchase covers 1 package with a maximum weight of 31.5kg and the longest side no more than 120cm and the maximum volume no more than 0.17m3 unless the premium Oversized parcel service has been purchased. Each dimension must be below the maximum stated.

What is the maximum weight?

The maximum weight is 31.5kg's if you send over this your card will be charged whatever surcharges are imposed by the courier.

Collection and Delivery

Can i have a morning collection?

No, DHL do not specify a collection time. Your package will be collected between 9am - 5.30pm.

Can you deliver items to the UK from abroad?

We do not currently support collections from abroad at this moment in time, but we are constantly improving our services so please check back here from time to time.

Do you only collect boxes?

We can collect boxes, letters and jiffy bags. Please note that Pay Per Parcel cannot collect crates, pallets or any other item that is not packaged see Packaging Advice.

It's 4pm and my collection hasn't happened...

Collections are up until 5.30pm. Please feel free to contact us after 4pm if you are concerned about your collection, and we can check with the depot.

What compensation do i get if my package is not collected on time?

None of the major carriers guarentee their collections. If a service is guarenteed for Next Day delivery, this guarentee will only apply once the package is collected. Therefore we are unable to provide compensation for failed collections.

Will chesterpost.com contact me if my collection fails?

Chesterpost.com are a courier broker and therefore not the collecting agent. We have very few collection issues, but if the collection does not take place please contact us so that we are aware and can rearrange your collection with the carrier.

Customs Advice

Will i have to pay customs charges when i send a package?

This is unpredictable and is at the discreation of the customs in the destination country. If they do impose charges, the recipient will be contacted by the customs directly and we cannot get involved in the process

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My item was lost, how do I make a claim?
You must first check that the item was covered by DHL's liability,..

If your item is not on the exclusion list, we are able to submit the claim to DHL on your behalf; we require ALL of the following within 21 days from when the item was collected..

All claims are to be sent to www.queries@chesterpost.com..

Any claim sent to us without ALL of the following will not be processed:.

• Parcel reference no i.e. PPP XXXXXX1034 and the DHL parcel reference such as JD2298XXXXXXXXXX;.

• Make and model number of the Lost item;.

• Proof of value invoice (a screenshot is sufficient if PayPal or a valid word, excel invoice showing the cost without profit)..

• Then get the customer to email us a letter to say they have not received it to queries@chesterpost.com.

The claims process does take a long time (8-12 Weeks) We are working with DHL to reduce this time period. all the evidence is required to complete any claim, therefore we must adhere to the strict guidelines above.

Damaged Items

Do i sign for my goods if they are damaged?

If the goods are damaged, please sign to accept but note that the goods are damaged. If you sign for the goods in 'Good Condition' you will not be able to process a claim.

Do i need to keep the packaging?

If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging.

If the packaging is not kept this could invalidate your claim.

What cover does my consignment have?

All services come with an inclusive transit cover of £50 with the exception of our next working day service before 10 am which comes with an inclusive transit cover of £500. We are currently looking into top up insurance and this site will be updated when this service is available.

What do I need to start a claim?

In order to process a claim the following are needed:

• Parcel reference no i.e. PPP XXXXXX1034 and the DHL parcel reference such as JD2298XXXXXXXXXX;
• Photos of the damage-that is the damage caused to the box and the item itself;
• Photographic evidence of the inner packaging
• Photographic evidence of the damaged item;
• Make and model number of the damaged item;
• Proof of value invoice (a screenshot is sufficient if paypal or a valid word, excel invoice showing the cost without profit);
• Notification if the parcel was signed for as damaged.

The claims process does take a long time (8-12 Weeks) and all the evidence is required to complete any claim,we require ALL of the above within 21 days from when the item was collected. therefore we must adhere to the strict guidelines above.

Who can start a claim?

DHL state that we chesterpost.com must initiate the claim on your behalf – this is a benefit to yourselves as we take on your hassle for you.

How much time do I have to submit a loss or damage claim?

All claims must be received within 7 days of the date of booking. We will not be able to process claims received after this date.

chesterpost are a courier broker and therefore not the collecting agent. We have very few collection issues, but if the collection does not take place please contact us so that we are aware and can rearrange your collection with the carrier..

Are there any exclusions to the Transit Cover?

There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items on our Prohibited Items, or if the item was not boxed or packaged correctly.

How will I get my item back?

The damaged item must not be moved; it must stay at the receivers until the claim is completed as this will invalidate the claim. If the claim is paid out in full, the item will not be returned. If repair costs are paid the item will be delivered back to you if you wish?