AIR Freight FAQ

Services, packing and shipping
Quote
Preparing your items
Collection
Payment
Tracking
Customs
Delivery

 

Services, packing & shipping

We ship to all countries. Not all countries are possible in the courier option. In the courier option we do not offer south and middle Amerika and Russia.

You can certainly send clothes and other items purchased abroad however just as when you arrive at any airport, do be aware the customs authority reserves the right to charge local duty and taxes on any imports of items purchased abroad (but customs would not know this if it is not in the original wrapping or if the tags are removed).

If you have been tempted by cheap counterfeit goods abroad, these must not be included in your shipment, if your bag is found to contain counterfeit goods they will be removed and destroyed by customs, you may also face prosecution.

Loose batteries of any kind must not be included in luggage.

Lithium batteries can only be sent when they are securely installed within small electrical devices such as phones, tablets and laptops. It is permitted a maximum of one such item per shipment, the battery power must also be less than 100Wh (Watt Hours) and the weight of the electrical device with the battery installed must not exceed 5kgs.

Lithium batteries must not be sent if the electrical device or battery itself is known, or suspected, of being damaged or defective. Any products containing Lithium batteries which have been recalled from a retailer or manufacturer for any reason must also not be sent.

Strict security protocols exist surrounding the shipping of batteries within unaccompanied luggage and any person or company identified as the shipper on the supplied shipping documents is legally responsible to ensure 100% compliance with the above information. Failure to do so may result in the bag being removed from transit by regulatory authorities.

Some countries take the above policy further and prohibit the sending of all lithium batteries, for example Australia does not currently permit any batteries to be sent to or from the country within unaccompanied luggage.

Yes!

Musical instruments such as guitars should be prepared for transit within the manufacturer’s guidelines. In the first instance this may include steps such as de-tensioning strings and providing additional support for areas such as a guitar’s neck within the case. You should also ensure the instrument fits snuggly within the case and take care to pad and protect any vulnerable areas.

Once your instrument is secured within its hard case (soft gig bags are not appropriate), the case should then be placed inside a sturdy box with suitable packaging materials suspending the instrument case within the box. The packaging material is crucial as this will absorb the shock as your box slides down sorting chutes.

Your musical instrument will travel on automated belts and slide down sorting chutes, the automated network cannot read labels such as ‘This way up’ or ‘Fragile’ and as such you must ensure your instrument is thoroughly packaged for this method of transport.

Musical instrument cases are typically simply polystyrene covered with canvass or plastic, these cases are designed to carry your instrument, not to ship it.

If you choose to send a musical instrument without placing it in a box, please be aware when a case slides down a sorting chute the case will provide little shock absorption and the case or instrument may be damaged and no claim for damage can be considered.

If your instrument is sent packaged in any other way please ensure your specialist musical instrument or travel insurance has you fully covered.

Fruit & vegetables, dairy products (including dried products containing dairy such as protein powder), meat, fish, nuts, seeds and perishable products of any kind are prohibited on all routes.

Non-perishable foodstuffs and small amounts of liquids such as olive oil (alcohol based and flammable liquids are not acceptable) can be sent on standard services within the EU.

All liquid, paste and gel based foodstuffs are strictly prohibited on international express services.

Confectionery and other dry foodstuffs (not containing dairy and not of animal origin) such as sweets, chocolate, cookies, biscuits & crisps are typically permitted for entry into most countries.

Individual customs authorities may reject and return packages containing any foodstuffs not permitted for entry into their country at their discretion, or in some cases, again at their discretion, they may remove and dispose of the offending item, as such we recommend checking the destination’s customs website for more information.

Yes! All kinds of sports equipment can be sent thru our network.

We strongly recommend your bike, golf clubs, skis, snowboards, surfboards and all other sports equipment is packaged thoroughly in line with manufacturer guidelines and sent inside a freight approved travel case. Excess Baggage Shipping cover can only apply when your equipment is sent in such a case, if your equipment is sent packaged in any other way please ensure your sports or travel insurance has you fully covered.

If a freight approved case is not available, placing the equipment first in a standard soft sided or hard-shell carry case and then securely packaging this case within a double walled cardboard box is recommended. For carry cases that may not fit in a standard square box, such as golf clubs or skis.

If you do not have a carry case we recommend packaging your sports equipment extensively with bubble wrap and other suitable packaging materials before securing it inside a double walled cardboard box. When items such as bikes are placed inside boxes without sufficient packaging the handles or pedals may push out through the box and become damaged. It also makes sense to add extra protection to any points that may be particularly susceptible to damage, for example wrapping golf club heads with towels to ensure they cannot move around. Your sports equipment will travel on automated belts and slide down sorting chutes and you must ensure it is thoroughly packaged.

Excess Baggage Shipping can assess the suitability of your packaging but in any case it is the sender’s responsibility to package the sports equipment thoroughly and appropriately, however if we believe packaging is clearly inadequate we will say so and offer a suggestion.

Electrical items can be sent using our service, however, require additional packaging when placed in a suitcase or a box. Laptops, TV’s, printers and all other electrical products are classed as ‘non-standard excess baggage’, and as such are sent at your discretion, these items are not covered by Excess Baggage Shipping and you should ensure you have sufficient home or travel insurance in place for your personal needs.

If you choose to send any electrical items please bear in mind the retail packaging will not be sufficient protection for transit. Some items’ retail packaging may be a double walled box, for example this is typically how a flat screen TV is sold. However that retail box is not sufficient packaging for transit, that box will have travelled to the electrical store on a pallet wrapped with other boxes, a box that is sent with an international courier will move individually through the automated network on conveyor belts and sliding down chutes. In order to prepare your item for transit the retail box should be suspended inside a sturdy double walled shipping box or on a pallet.

If you choose to send a laptop, it’s important the battery is not removed from the casing. International shipments are limited to one lithium battery per order. If sending to or from Australia, lithium batteries cannot be included.

We are unable to accept bin liners and laundry bags on our service as they are not strong enough to withstand the rigors of transit and are likely to fail and spill the contents. In the same category are plastic storage boxes, such as those used under beds or in garages. In our experience, these are also too fragile and are likely to crack or fracture during transit.

We offer top quality boxes, double walled (60cmx40cmx30cm – 0,072m³), please check our info on how obtaining our top quality boxes.

Boxes for sale

Yes, actually we do send more boxes than suitcases. We recommend only using double walled cardboard boxes secured with plenty of tape and correctly folded.

Boxes must be secured by running tape across the folded flaps at the top and bottom, as well as in a loop around the box from back to front and from side to side. We also suggest running tape along the seams of boxes. Only taping across the folded flaps is not sufficient.

Plastic boxes or single walled boxes such as crisp boxes are not acceptable.

Make sure when you pack the box the goods are secured and do not ‘rattle’ inside the box. You can use towels, clothing, padding paper or bubble wrap to protect the goods inside the box.

We offer top quality boxes, double walled (60cmx40cmx30cm – 0,072m³), please check our info on how obtaining our top quality boxes.

 

Boxes for sale

Liquids, pastes & gels of all types are entirely prohibited on all international Express routes.

Liquids, pastes and gels (excluding flammable ones e.g. nail varnish and perfume) such as shower gel, non-flammable makeup and toothpaste can be sent European destinations. Please ensure there is no possibility of liquids leaking.

Please note when sending outside of the EU each country may have its own additional list of prohibited items for customs and security reasons, it is the sender’s responsibility to ensure they comply with international customs.

If you include these items your bag could fail security and may be returned or face other delays. All costs will be on your account.

Unaccompanied baggage aviation laws strictly prohibit aerosols (or any other pressurised container) and flammable liquids (such as perfumes and aftershaves) of any type on all routes, if these items are included the bag may be seized by security or the FAA.

Aerosols (or any pressurized container), perfume, nail varnish (or any other flammable liquid), toner cartridges, tobacco, alcohol, money (including small change), drugs, medicines, fireworks, animals or their products and fresh food are always forbidden in air freight.

Liquids, pastes & gels of all types are entirely prohibited on all international express routes.

Liquids, pastes and gels (excluding flammable ones e.g. nail varnish and perfume) such as shower gel, non-flammable makeup and toothpaste can be sent to European destinations. Please ensure there is no possibility of liquids leaking.

Please note when sending outside of the EU each country may have its own additional list of prohibited items for customs and security reasons, it is the sender’s responsibility to ensure they comply with international customs.

If you include these items your bag could fail security and may be returned or face other delays. All costs will be on your account.

Unaccompanied baggage aviation laws strictly prohibit aerosols (or any other pressurised container) and flammable liquids (such as perfumes and aftershaves) of any type on all routes, if these items are included the bag may be seized by security or the FAA.

Loose batteries of any kind must not be included in luggage.

Lithium batteries can only be sent when they are securely installed within small electrical devices such as phones, tablets and laptops. It is permitted a maximum of one such item per shipment, the battery power must also be less than 100Wh (Watt Hours) and the weight of the electrical device with the battery installed must not exceed 5kgs.

Lithium batteries must not be sent if the electrical device or battery itself is known, or suspected, of being damaged or defective. Any products containing Lithium batteries which have been recalled from a retailer or manufacturer for any reason must also not be sent.

Strict security protocols exist surrounding the shipping of batteries within unaccompanied luggage and any person or company identified as the shipper on the supplied shipping documents is legally responsible to ensure 100% compliance with the above information. Failure to do so may result in the bag being removed from transit by regulatory authorities.

Some countries take the above policy further and prohibit the sending of all lithium batteries, for example Australia does not currently permit any batteries to be sent to or from the country within unaccompanied luggage.

Our ‘loose’ service is designed for sending clothing, shoes, books and other items which do not require additional packaging when placed in a suitcase.

If you choose to send non-standard excess baggage items you must ensure the items are packaged thoroughly and appropriately for transportation through an automated network. Your suitcase or box may be stacked with other items and will move on automated belts and slide down sorting chutes.

Non-standard excess baggage items such as electricals (TVs, PCs, Printers etc) and furniture (including flat pack) are sent at the owner’s risk and are excluded from any standard cover against damage (we do offer insurance on loose and palletised courier air shipments). We advise to ship these items on a pallet, that is more secure.

While all items are handled with care, the parcels will move through the automated network as described above and as such we do not recommend sending items made of materials such as glass or porcelain without extremely good packing. ‘Fragile’ or ‘this way up’ stickers cannot be adhered to by the automated network.

Since we do a personal collection with our own driver we do offer to pack your fragile belongings.

We do not allow batteries or print cartridges.

Aerosols and flammable liquids are prohibited on all routes, other liquid restrictions vary by route.

When you use a box, use a double walled, not too big. You can get boxes from us.

Boxes for sale

We do not accept plastic bags or plastic boxes in loose (‘loose’ meaning unpalletized or uncrated air shipments) courier service. Plastic boxes are for storage, these are not suitable for loose transport.

Boxes for sale

Yes, we do offer storage after collection. We keep your goods in our warehouse in Belgium.

Check out more info on storage

You can send your luggage’s, suitcases and good quality boxes (double walled and not too big – you can procure with us these top quality boxes) – filled with your personal effects and household goods. We do not accept plastic bags or plastic boxes in a ‘loose’ (‘loose’ meaning unpalletized or uncrated) courier service.

 

We also accept commercial goods.

Based between Antwerp and Brussels we provide our export services in the BeNeLux region, northern part of France and western part of Germany. We import from worldwide locations.

 

Quote

You can send an individual item of maximum 70 kg (total shipment can be heavier). Parcels heavier than 25 kg have a 80 euro surcharge.

You can send items with a length of max. 220 cm. Parcels with a length longer than 120 cm have a 80 euro surcharge.

If you ship on a pallet take into account that the extra charges for overweight and overlength also apply.

Since shipping on a pallet requires supplemental handling a surcharge of 100 euro is applied.

You can send an individual item of maximum 70 kg. Parcels heavier than 25 kg have a 80 euro surcharge.

Heavy items are placed on pallets.

We ask you to book a few days in advance. If you have a specific collection date and time, or at the end of the month, you probably should book a bit sooner. We can even collect the next day, sometimes even the same day.

Please request your quote through this online form. We will send you our best prices as soon as possible.

We require three dimensions: width (front to back), length (side to side), height (top to bottom) and the weight. Do take into account that filled boxes tend to bulge out, you need to add that in your dims.

 

To weigh the parcel place the box onto a scale with the box not touching the ground.

 

Please request your quote through this online form. We will send you our best prices as soon as possible.

We can provide you with a quote based on general volume and weight. If you wish us to calculate the exact cost based on the exact dimensions, please contact us by email with a list of all weights and dims. Be aware that boxes tend to bulge out, you need to take into account the bulge as well.

 

Please request your quote through this online form. We will send you our best prices as soon as possible.

Yes we do offer an economy ‘loose’ courier service. With an economy service our staff will not do the collection at your residence. The courier (of the international courier service) will directly collect the boxes at your home. We will provide you with the labels after you provided us all the information, documentation and full payment. We do not feel that the economy service is the best option, certainly the price difference between an economy and our base service is only marginal. This economy option is only available to corporate customers or privates who have experience with this type of collection and service.

 

Please request your quote through this online form. We will send you our best prices as soon as possible.

Your shipment will depart after we receive payment of our invoice. From that moment it will take 3-7 days depending on destination country and customs.

 

Please request your quote through this online form. We will send you our best prices as soon as possible.

The chargeable weight is either the actual weight or the converted volumetric weight, whichever is the highest. Volume is converted into weight by a 1m³=200kg ratio.

Conversion of volume: The volume is converted by a ratio of 1m³ = 200 kg. So for 1m³ the chargeable weight is at least 200 kg (even if the actual weight is only e.g. 150 kg) but if the actual weight is e.g. 250 kg the chargeable weight is 250kg.

Let’s demonstrate with an example:airfreight

A box with dimensions in cm 62 x 40 x 30

How to calculate the volume?

0,62 x 0,40 x 0,30 = 0,0744m³

What is the volumetric weight of this box?

0,0744 x 200 = 14,88 kg à 15 kg

If the actual total weight is higher than 15 kg than the chargeable weight is the actual weight.

If the actual weight is lower than 15 kg than the chargeable weight is the volumetric weight.

For every item in your shipment this is calculated and the sum of all the chargeable weights of all the boxes/suitcases is the total chargeable weight upon your quote is calculated.

For palletized air shipments the volume is calculated by the outside dimensions of the pallet.

You want to receive a quotation, please fill out the quotation form.

The total cost of an air shipment is determined by the total chargeable weight, the destination and surcharges (if any) on weight or dimensions.

 

Please request your quote thru this online form. We will send you our best prices as soon as possible.

 

Preparing your items

We recommend you secure your bag with a cable tie (where you would normally place a padlock), cable ties are tamper proof yet if a security scan flags your item and we ask your permission to open it, a cable tie can be cut away without damaging the bag. If you must lock your bag, please use a combination lock and not a padlock.

If a bag is flagged by a scan or x-ray and requires inspection, customs authorities may break open your combination lock without contacting us. If you your bag includes a TSA lock we do not recommend setting it. We cannot replace broken locks which is why we recommend using a cable tie.

Many customers will also wrap their bag in cling film and tape for protection.

No, we will print the labels and attach them since we will collect the goods from your residence. Only in the economy service you need to print out your own labels.

 

Suitcases

We cannot be held responsible for damage to unprotected bags, – no high value suitcases please.

Hard shell suitcases vary considerably by manufacturer with many focusing on ensuring the suitcase is light weight rather than engineered for robust protection. Our recommendation is to opt for a soft sided suitcase when available.

As our service is door to door we recommend wrapping your suitcase with tape and cling film/plastic film. This will help protect your bag against scuffs and bumps as it travels through the automated network. Also some suitcases have an outside surface that prevent labels and stickers to attach to this. Certainly these suitcases need to be wrapped in plastic film. We can wrap the suitcase for you. For customs and security reasons please do not lock your bag, instead secure it with a cable tie or with a plastic wrap.

If your suitcase has a pull handle please secure it in place with tape to ensure it does not slide out and become damaged whilst in transit.

“Spinner” style wheels have become popular in recent years however in our experience while they offer mobility on the ground they are often not particularly sturdy, if using a spinner-style suitcase we recommend opting for one with recessed wheels.

Boxes

Boxes are welcome on the service but must be sturdy double walled cardboard boxes designed to hold the weight packed. Boxes should be secured by running tape across the folded flaps at the top and bottom, as well as in a loop around the box from back to front and from side to side. We also suggest running tape along the seams of boxes. Only taping across the folded flaps is not sufficient.

Plastic boxes or single walled boxes such as crisp boxes are unfortunately not acceptable.

Make sure when you pack the box the goods are secured, and do not ‘rattle’ inside the box. You can use towels, clothing, padding paper or bubble wrap to protect the goods inside the box.

We offer top quality boxes, double walled (60cmx40cmx30cm – 0,072m³), please check our info on how obtaining our top quality boxes.

Boxes for sale

DON’T OVER PACK SUITCASES OR STRAP MORE THAN ONE BAG OR BOX TOGETHER.
However damages and loss are very rare, please take this into account

25 kg is already very heavy. While manufacturers may advertise their luggage or boxes can hold 30kgs or more, please take a moment to check if you are confident the zips and carry handles or cardboard will definitely hold the weight packed! Do not forget that the box, bag or suitcase will travel thru an automated sorting line during processing bags will travel on conveyor belts and slide down sorting chutes.

If you send an over-packed box or bag which bursts open we cannot be held liable for any loss of contents. When sending boxes we recommend a sturdy double-walled box sealed with plenty of tape.

If you strap more than one bag or box together and they become detached in transit only one piece will have your tracking information. So we recommend not to attach parcels together.

 

Collection

Most countries offer a generous allowance for ‘Used Personal Effects’ and therefore no duty or tax will be due in the majority of cases. Some countries will require further information such as passport copy or flight information in order to confirm the status of a consignment as used Personal Effects and relieve the shipment of fees.

Customs clearance can vary based on what you are sending, your personal circumstances and the route on which you are travelling, we recommend you check with the destinations customs authority, if you have any queries regarding duty or tax amounts that may be applied.

In that case, try to contact us ASAP.

We do not collect shipments unless someone is present.

You do not need to be there, but someone needs to hand over the shipment and documentation.

Yes, that is possible but only after pre alerting us and us confirming a date and time frame.

The driver can give you a call upon arrival.

You can contact us by e-mail and we will make a note for the collecting driver.

Items can be collected from and delivered to standard addresses which receive post and deliveries to the door on a regular basis.

Please ensure you provide a full and accurate address. This could be a residential address, a work place or hotel.

Please ensure the doorman/reception is aware of your collection or delivery. Items will typically need to be presented on the ground floor/first door and will be delivered to the ground floor/first door 

Certainly, the more info the better. Please do not hesitate to contact us.

Yes, we do offer that. We do not make any promises here, but contact us and we’ll see what we can do for you.

Yes, time slots are available. Upon confirming our quotation with the booking form we will contact you to make an appointment for collection, a date and time frame. Please do suggest the desired date and time, most probably we can accommodate your request

Yes, we do collect on weekends and Bank holidays. Actually we even prefer this.

If you are a student, you need to ensure you arrange your collection from a point within your university that our driver can access, drivers cannot access individual dorms but we can call ahead. If you’re unsure speak to your University they will be familiar with collections by couriers and may advise of a reception or post room that is used for collections within the campus. If sending from a porter’s lodge include this in the address.

We always give a certain time frame for collection and we can call you on beforehand if you should wish that. We have never had a client miss a collection. But if you are the first one, we will call you and arrange a new collection date and time. We do charge a supplemental fee for a second collection.

Yes!

You can update the collection contact name, collection address and collection phone number online up to and including the day before your collection is due to take place.

Please note your collection address must still be in the same country.

Yes, you can change your collection date, do contact us.

We can give you a call prior to collection. Since we use our own staff we give here more service than our competitors.

Upon confirming our quotation with the booking form we will contact you to make an appointment for collection, a date and time frame. Please do suggest the desired date and time, most probably we can accommodate your request.

Items can be collected from and delivered to standard addresses which receive post and deliveries to the door on a regular basis.

Please ensure you provide a full and accurate address. This could be a residential address, a work place or hotel.

We collect/deliver only from/at ground floor/front door. If you cannot place the goods for collection on the ground floor/front door, please alert us prior to collection. For deliveries other than ground floor we can only use another 3rd party like a moving agent. The regular delivery courier only delivers front door/ground floor. Do contact us if you need delivery other than ground floor/front door.

UNIVERSITY HALLS OF RESIDENCE

If  you are a student, you need to ensure you arrange your collection from a point within your university that our driver can access, for collections we can call ahead, for deliveries not. If you’re unsure speak to your University they will be familiar with collections by couriers and may advise of a reception or post room that is used for collections within the campus. If sending from a porter’s lodge include this in the address.

APARTMENTS AND GATED COMMUNITIES

If you live in an apartment building, within a gated community, or if it is a business address, please ensure the doorman/reception is aware of your collection or delivery. Items will typically need to be presented on the ground floor/first door and will be delivered to the ground floor/first door.

If a buzzer is required to gain entry, please ensure this is clearly marked. If entry to your premises requires entering a closed gate (not including garden gates), walking around the building to gain access or anything unusual, please place a clear note for our driver at the arrival point so they can gain access.

If premises appear to be locked, inaccessible, or if no one is available to sign for the collection or delivery, our driver will leave and will not be able to return the same day.

 

Payment

The invoice needs to be paid prior to departure of your goods from our warehouse.

No, you cannot pay with credit card.

We will send you the invoice after collection. We measure and weigh your boxes in our warehouse and based on that we calculate the final chargeable weight and price.

When you pay cash we will make the invoice upon collection.

There are three payment methods we accept.

We accept cash payments on collection, but only when you have informed us at time of booking. We will hand over an invoice with proof of payment at the moment of collection.

A bank transfer is a very easy way to pay our invoice. You can find our bank details on the invoice.

The last way is by Paypal, we do however ask 5% extra as Paypall will charge us for a similar amount.

 

Tracking

Usually when items are being sent over long distances, the items will pass through a variety of countries. If your tracking shows a consignment moving through a country, other than the country it is being delivered to, it will likely show a ‘Departure’ scan in that country a few hours later.

Shipments may occasionally be scanned as ‘On Hold’. This scan is normally received when a shipment arrives at a depot later than planned and has, as a result, missed its onward connection. Shipments scanned as ‘On Hold’ are simply waiting for the next available vehicle/aircraft.

Another example of an ‘On Hold’ scan could be as a result of a ‘force majeure’ such as severe weather, snow or flooding that prevents any vehicles from safely conducting their collections/transit/deliveries. Again, the items will show as ‘On Hold’ until an alternative method has been arranged or the event has resolved itself.

You will receive an automated tracking number when the shipment is booked by us in the international courier’s system. An automated e-mail with a tracking link is sent to you at that moment.

 

Customs

Please note, the documents provided should be for the owner of the goods being sent and in most cases the owner has recently travelled or will be travelling shortly. If you are sending on behalf of someone, we recommend entering the owners name as the shipper and receiver in order to match their travel documents.

If you’re shipping used personal effects on a route that requires certain documentation to be provided, but do not have these documents, we will be unable to clear your shipment as used personal effects and, as such, duties or taxes may be assigned to the shipment by the customs authority in the destination country.

Please note, the documents provided should be for the owner of the goods being sent and in most cases the owner has recently travelled or will be travelling shortly. If you are sending on behalf of someone, we recommend entering the owners name as the shipper and receiver in order to match their travel documents.

If customs have contacted you directly, it is likely they require you to expand on information or clarify information that has already been supplied. If customs have requested further information, this can either be supplied to the agent who contacted you, or it can be supplied us directly to pass on to the agent, on your behalf.

We recommend you respond and supply any requested information/documentation at the earliest opportunity to avoid any unnecessary delays.

Most of the shipments we send do not have any problems at customs.

There are a number of reasons why a shipment may be ‘on hold’ in customs longer than anticipated. These range from missing or incomplete paperwork, customs needing to contact the receiver to confirm further details, the general volume of shipments being processed through customs or a shipment may require duties and taxes to be paid, in order for it to be released.

If you believe your shipment has been in customs clearance longer than necessary, we  should be contacted. We will either be able to advise immediately why the item is still ‘on hold’, or contact the relevant customs department, to identify and assist (where possible) the reason for the delay. They will of course contact you back with an update/resolution.

CANADA

Shipments to Canada will need to be cleared by the consignee, who needs to be the owner of the personal effects, themselves, directly with Canadian customs. This may involve being physically present at a customs office. We would advise contacting Canadian Customs prior to shipping. This is quite a common practice

NEW ZEALAND

Also for New Zealand you will need to self-custom clear the shipment.

There are, at present, 14 customs offices in New Zealand (NZ) which can handle self-clearance requests. We recommend contacting NZ customs prior to shipping, to confirm any queries you may have, and to locate the nearest office in the event you wish to self-clear.

INDIA

 

Also for India it is possible that the consignee of the shipment need to present himself with the original passport, proving outgoing and incoming customs stamps in the original passport. Make sure you are in the country when your shipment arrives.

We welcome our customers sending commercial shipments with us; however, it is not possible to clear these as we would ordinarily as a shipment of ‘Personal Effects’. All commercial shipments are subject to duties and taxes at the destination countries point of entry; therefore we would strongly recommend you contact the customs authority in the destination country to ensure you understand what duty or taxes may be applied and if you need import permits for these goods.

We do not accept billing for duties and taxes to be paid for at a later date, therefore any duties raised by a customs authority will need to be settled directly between the consignee and the customs authority in question.

We welcome the majority of non-standard personal effects shipments, however, please note that these shipments will need to be classified as a commercial shipment. In the event the shipment is classified as commercial, it is likely duties or taxes may be applied by the destination country’s customs authority. We recommend you check with the destination country’s customs authority prior to placing your order to ensure you understand what charges, if any, may be applied.

On our most popular routes, such as those to the USA, Australia, New-Zealand we will submit the customs paperwork the moment your shipment departs our warehouse. This allows the shipment to be ‘pre-cleared’ whilst the item is still en-route to the destination country. This course of action is done in a bid to speed up the customs transit and reduce any possible customs delays.

Some countries do not allow us to ‘pre-clear’, and will only begin the customs clearance process once an item has physically arrived in the country or when the consignee is in the country.

Should your shipment be stopped due to missing or unreadable paperwork or because the shipment needs to be physically inspected by a customs agent, this can cause unforeseen delays. Customs authorities are governed by the local country and cannot be influenced by us or our courier partners.

This value is for customs purposes and should reflect an estimated resale value for the contents of your bag (not a replacement value), for example a toothbrush would have no resale value and a used shirt may be valued at a few euros.

If you send new or commercial items import duties and taxes may be due as standard.

If you are unsure of the allowance for your destination please check with the customs authority.

The information needed for duty free clearance varies country-by-country. In some instances, simply a packing list will suffice. In other circumstances a packing list and other personal details such as passport, flight ticket, work permit or visa may be required to satisfy customs.

Do take into account that some countries do not offer duty free clearance.

It is the sender’s responsibility to ensure that you are aware of your own personal circumstances, what you are sending and the prevailing customs regulations of the destination country will affect the categorisation of your shipment and consequently whether you will be liable to pay customs duties, taxes or local charges.

If your item is stopped by a customs authority and it is assessed as not complying with duty free entry, it will be the responsibility of the recipient to complete any clearance procedure, and pay any duties, taxes or charges. In some rare cases you may be required to present a passport at a local office, or if a customs authority has removed the item from your shipment you may also be required to pay the authority an additional delivery fee or to collect/destroy the item.

When sending within one country or from one European Union country to another European Union country no customs documents are required.

If you are sending internationally outside of the European Union you will be required to complete a valued inventory list. On some routes, you may also be required to complete a ‘Personal Effects’ form or to provide additional information such as a copy of the consignee’s Passport or Flight Ticket. Elaborate info is found on the internet as well.

Most countries, including Australia, New-Zealand and USA offer a tax and duty-free allowance for returning residents and settlers who send unaccompanied baggage containing personal clothing & personal effects which are for their sole use and which have been owned by them for a minimum of 6 months. Not all countries offer this allowance.

Most shipments with non-EU destinations will pass through customs without being stopped and as such our service assumes your item will be categorized for free passage through customs as above. This means our prices do not include any taxes, local charges, inspection fees or any other charges.

OUR TRANSIT TIMES ALSO ASSUME YOUR ITEM IS WAIVED THROUGH CUSTOMS WITHOUT STOPPING.

It is the sender’s responsibility to ensure that you are aware of your own personal circumstances, what you are sending and the prevailing customs regulations of the destination country will affect the categorisation of your shipment and consequently whether you will be liable to pay customs duties, taxes or local charges.

If your shipment enters a customs clearance event, please be aware it can take 24-72 hours for information to be received and processed. Once the extra information is provided or duty paid, it can then take 24-72 hours from the point customs officially clear the item for it to be processed, re-enter the delivery network and be delivered.

We can check if you have complied with the destination customs regulations and advice you. Ultimately we recommend every customer sending outside of the EU takes 5 minutes to check the regulations for their destination directly with the destination country’s official travel advice line/customs office.

 

Delivery

You can book in a delivery or an alternate address with the on demand delivery service.

Your collection must take place from an easily accessible location: the driver must be able to drive within 25m of the collection point. If this is not possible, it is likely the collection/delivery will fail. Best is to arrange an alternative address.

No, you will not get a call prior to delivery.

We can keep your shipment in storage after collection in our warehouse in Belgium.

We do not currently offer any storage services at destination.

If delivery fails the driver will come back the next day after a few missed attempts the bag will be held at the local delivery facility until a new delivery date has been arranged. Please be aware that delivery depots have limited space for storage and are only able to hold bags for a short period of time. In the event multiple delivery attempts have been unsuccessful, a new delivery date is not arranged, or if someone at the destination refuses the delivery, items may be returned the collection address.

It is important that once a delivery has failed that you contact us or the service provider to arrange a new delivery date. If delivery is proving difficult to arrange you may also like to investigate collecting your bag or having it redirected to an alternative address.

You can book in a delivery or an alternate address with the on demand delivery service.

After 3 failed delivery attempts your item will begin processing to be returned to sender, associated costs will be billed to your account on which the order was placed. It is important you get in touch with us or even the service provider’s team at destination or  to explore your options before your item is returned. You can book in a delivery with the on demand delivery service.

The most common reason for this is that someone else at the delivery address has signed for your bags on your behalf, and has yet to inform you. If your shipment is being delivered to a residential address where a family member may have signed for the items, we recommend checking the spare rooms and under the stairs, as historically these are the most common places where bags have been found. When sending to a university or a business address, we would recommend checking with the primary reception, or other locations where mail and deliveries are often signed for as it is likely your bags or boxes will be there.

If for any reason you cannot locate the bag at the delivery address, please us know at the earliest opportunity and we will contact our courier partner to investigate this further.

We estimate the transit time of the shipment between 2-8 working days as from departure at our warehouse. 98% of the shipments get delivered within that frame. Sometimes it is possible that your shipment is delayed at customs or due to a factor beyond everyone’s control (weather, armed conflict, strike,…). We do not confirm delivery dates and do not reimburse you for a late delivery.

We’re sorry to hear items have been damaged whilst your shipment was in transit. If you subscribed the insurance we will contact our service provider and based on your inventory we will see to reimburse the damaged product.

We do not cover any damages to suitcases, trolleys, boxes and bags.

It’s rare for a multi-item shipment to arrive at separate delivery dates/times, however this can happen in instances where a piece of luggage has been delayed whilst in transit, or where the consignment has too many pieces for one vehicle to deliver. In such cases, two vehicles may deliver larger consignments or any delayed piece(s) will arrive normally the following working day.

If you have any queries as to where any pieces of luggage are, you can track the shipment with the tracking link you were send when we booked in the shipment.

Yes that is possible. Our international courier has service centers in each country. The shipment will be held for collection at a service center of your choice. For the collection you will need to present identification and sign for the shipment. Best is to check with the destination service center if the shipment is available for collection. Please contact us to see what service center is near your destination.

Yes, the international courier service we work with recently added an new service. Thru the ‘On demand delivery’ multiple services are possible to request. We provide your mobile number and email address to the international courier

Here below you can find the services offered:

Redelivery

Schedule your delivery

Alternate address

Collect from service point

Leave with neighbour

You can of course nominate a 3rd party to sign for your bags, in fact anybody at the delivery address can sign for your shipment. Work colleagues, family members or friends can all be called upon if you are not able to receive the item due to travel, work or other commitments.

All delivery dates are estimated, please view your tracking to check the progress of your shipment.

Yes, a new request to deliver can be made with the On Demand Delivery service. Please be mindful, the courier will only attempt delivery 3 times.

If you have missed the driver and wish to request another deliver, please login into the On Demand Delivery Service.

When we handed over the shipment to the international courier service you received a message via email and you are informed about the date that delivery is expected to take place. The message contains a link to the ODD (On Demand Delivery) system, easily accessible via smartphone, tablet or pc.

Here below you can find the services offered:

Redelivery

Schedule your delivery

Alternate address

Collect from service point

Leave with neighbour

Please be advised that using On Demand Delivery service and requesting a forward delivery change could lead to a longer lead time of at least one additional working day. Certain delivery options may not be available due to the nature of the shipment or at the shipper’s request.

As soon as your shipment is handed over to our service provider, you will receive a message via email and you are informed about the date that delivery is expected to take place. The message contains a link to the ODD (On Demand Delivery) system, easily accessible via smartphone, tablet or pc.

Please be advised that using On Demand Delivery service and requesting a forward delivery change could lead to a longer lead time of at least one additional working day. Certain delivery options may not be available due to the nature of the shipment or at the shipper’s request.

Yes, the international courier service we work with recently added an new service. Thru the ‘On demand delivery’ multiple services are possible to request. We provide your mobile number and email address to the international courier

Here below you can find the services offered:

Redelivery

Schedule your delivery

Alternate address

Collect from service point

Leave with neighbour

Deliveries can take place anytime between 09:00 – 18:00 (local time). During certain times of the year (during periods of increased volumes of shipments) for example Summer or Christmas, deliveries may take place outside of this window. Unfortunately, we are unable to advise of a more accurate delivery time.

You can check the tracking details of the shipment and request a certain delivery window.

No you will not receive a telephone call.

The transport time as from departure is 2-10 working days as from departure at our warehouse depending if the destination address is inside or outside the European Union and how fast the shipment goes thru customs.

If  you are a student, you need to ensure you arrange your delivery at your university please note that that the drivers cannot access individual dorms or call ahead with a delivery. If you’re unsure speak to your University they will be familiar with deliveries by couriers and may advise of a reception or post room that is used for deliveries within the campus. If delivering at a porter’s lodge include this in the address.

Certainly you will need to put your name on the door bell or entrance at the building.

Yes, someone need to sign for the shipment

UNIVERSITY HALLS OF RESIDENCE

If  you are a student, you need to ensure you arrange your delivery at your university please note that that the drivers cannot access individual dorms or call ahead for delivery. If you’re unsure speak to your University they will be familiar with deliveries by couriers and may advise of a reception or post room that is used for deliveries within the campus. If delivering at a porter’s lodge include this in the address.

APARTMENTS AND GATED COMMUNITIES

If you live in an apartment building, within a gated community, or if it is a business address, please ensure the doorman/reception is aware of your collection or delivery. Items will typically need to be presented on the ground floor/first door and will be delivered to the ground floor/first door.

If a buzzer is required to gain entry, please ensure this is clearly marked. If entry to your premises requires entering a closed gate (not including garden gates), walking around the building to gain access or anything unusual, please place a clear note for our driver at the arrival point so they can gain access.

If premises appear to be locked, inaccessible, or if no one is available to sign for the collection or delivery, our driver will leave and will not be able to return the same day.

You can follow it on the tracking.

Items can be collected from and delivered to standard addresses which receive post and deliveries to the door on a regular basis.

Please ensure you provide a full and accurate address. This could be a residential address, a work place or hotel.

We collect/deliver only from/at ground floor/front door. If you cannot place the goods for collection on the ground floor/front door, please alert us prior to collection. For deliveries other than ground floor we cannot work with a ‘courier’ type shipment, we can then propose another solution. Do contact us if this is the case.