Support

We don’t just deliver and disappear – support is available for all types of queries.

Support & customer service

Hopefully you are on this page by accident, but if something we are doing hasn’t been right or you are not able to accomplish what you want from Quality Parcel Services we want to know about it.

To find what you are after, search through our support articles, scan the FAQs, and if that does not get you the information you require, please call, email or complete the form below.

Support articles


General

How to package an item

Proper packaging is a must. You need to protect your item/s that you are sending. Please keep in mind that the parcel will be travelling through different countries and transport methods (planes, trains and automobiles). Below takes you through some tips and tricks for safe packaging.


Account

What is included in the account area

The account area includes a dashboard, past orders, saved addresses, payment methods and account details.


See all support articles

Customer service

Contact details

Office opening hours:

Monday – Friday
09.00am – 17.00pm

Out of hours support:

Please call and we will return the call as soon as possible. Alternatively email us or use the form below.


Enquiry form

Please complete the form below and we will endeavour to reply within 24 working hours.

FAQs

Quotes, charges & booking

How to book

Our booking system uses three steps – firstly, on the home page is our basic requirements; secondly, is the parcel details and any insurance; lastly, is the collection, delivery and payment step. After those are completed, all that is left is the booking confirmation. Please see our support article for step-by-step instructions.


How our quote is broken down

Our price is made up of four factors – the delivery charge (what our fee is for the delivery); customs charge (this is for fees to get your parcel through the countries customs – paid to the customs house of that country); fuel charge (this is for tolls and surcharges on the parcels journey) and finally VAT (paid to the UK government).


Customs charges

Not all countries require the UK to pay for customs clearance. If the UK has an agreement with the delivery location, then a charge may not be expected. The charge is a fixed fee, which Quality Parcel Services has no control over. Currently our agreement with the EU allows no charge to EU member states.


Surcharges on weight and dimensions

The quote we supply will be the final price. The only way we charge extra is if the dimensions and weight are beyond our allowances. We will except a little bit out here or there (seriously, who can judge what a kilogram is). But if the parcel was listed as 10 cm tall, but is collected and is shown to be 100 cm tall, we will have to charge for that size of package.


I have no clue what the weight is

Our top weight limit is 30 kilograms. This is equivalent (in a general way) to what the weight of your baggage is when you check-in luggage for a flight. It is tricky to judge weight, and we have no clue of how to make this easier. We do not carry a scale with us, so as long as it isn’t crazily over 30 kilograms, it should be OK.


Delivery times

Our delivery times are accurate. In fact our delivery times are typically shorter than described. We fully expect all our deliveries to be on time – our success rate is at 98.9%. So far, the only time we have missed expected delivery times is due to major incidents – volcanoes, weather issues, etc.


Tracking

What type of notifications will I receive - sender

After booking you will receive (via SMS text or email or both) a confirmation of the details, then a notification of collection times (with the ability to change the time or date), then a completed delivery announcement.


What type of notifications will I receive - receiver

You will receive a notification of delivery times (with the ability to change the time and date), then an announcement of completed delivery.


What steps can I track

Our delivery partners use different systems. But all include depot stops, customs stops, collection, delivery attempts, change of van/depots. The different steps include time and date stamps. Delivery and collection will include any possible delays to the agreed time slots.


Where do I go to track the parcel?

Go to our tracking your parcel page. Click on the delivery partner that is relevant to you, and enter the package details.


I have lost my emails / text / package numbers for tracking

You can use the delivery partners website to retrieve tracking. You will need postcodes and other delivery details. If this does not work, please call us on 01392 874 921.


Account

How to sign-up for an account

Please go to the login page. You will be able to sign up for an account.


What can I do in the account area

After logging in, you will be presented with the account page. You can view orders, change saved addresses, edit payment details and personal details. Please see our support article for details. 


I have forgotten my password

The best way of retrieving your password is by going to the account login page and using the link that states ‘Forgotten your password? We will send you an email that will allow you to set a new password for the account.


I have forgotten my email address / the email address I used on the site

If you have forgotten your email address, the best way of gaining access to the site, is by using the enquiry form on the site. Please send us your name and what you think was the email address used and which email address you would like us to send the details. We will then email the details, if we can find them, sometimes it is not easy to retrieve an account.


I have been locked out of my account

One way this could happen if the account has been deleted. We can not re-start a deleted account – we remove all the details of the account. If this is not the case, please call us on 01392 874 921.


Bank details

We hold payment details, if you have ticked for us to save the method. We retain the numbers in a secured, encrypted, off-site area. For booking they are sent encrypted and used only once for the booking. Our payment gateway (Stripe) does not hold the details, numbers are purely for payment only.


Addresses and delivery details

We hold any saved addresses on a separate server. These can be accessed when you are logged in for speedier bookings. We do not retain any non-saved details.


I can’t see past deliveries or bookings

We include your recent orders in the account area. Please log in to view your previous orders.