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Frequently Asked Questions

What are your office hours?

We are open Monday to Thursday from 10.00 to 15.00. We are open on Friday from 10.00 to 13.00. We are closed on Saturdays, Sundays and Bank Holidays. These are the times we concentrate on a rapid response to queries; however, we often respond on email outside of these hours although this is not guaranteed.

What is your telephone number?

We do not have a telephone number. Please send all enquiries to us by email. Our email address is

Are you a registered company?

What is your company registration number? is a trading style of Dilectio Ltd which is registered in The Registrar of Companies for England and Wales. Our company registration number is 6528837

Are you VAT registered?

Yes we are VAT registered, all of our prices quoted exclude VAT, except for deliveries to countries outside the European Union, these prices are VAT exempt or zero rated.

What is your VAT registration number?

942 3927 11 Our VAT number is printed on the top of all our VAT invoices.

How do I get a quote?

Simply select ‘Quote & Book’ at the top of any page and follow the simple steps. You will have your quote in seconds.

How do I make a booking?

We like to think we have the easiest booking system available and we are constantly tweaking our site to help our customers enjoy the experience. You can just select ‘Quote & Book’ at the top of any page and follow the simple steps.

I have more than one parcel going to the same address, how do I book this?

Really easy! This is commonly known as a multi-parcel consignment. Select 'Quote & Book' as normal, complete the collection and destination details as normal, on the next step the website requires you to tell us how many parcels are going to one address?, you can select from 1 to 40. If you select 2 or more the page will change so you can enter the parcel dimensions of each parcel, if they are all the same or similar you can just enter the dimensions of the first parcel then click on ‘Repeat package 1 fields for all packages' to auto fill the remaining fields. The next page will display your quote for the multi-parcel consignment.

I am unable to enter an address manually?

Our system finds the address data from a regularly updated postcode/address database, hence why we only allow postcode and top line of address entry. If the postcode you are entering does not give you the result you are looking for, 99% of the time the postcode that you entered is wrong. If we allow you to override it by entering the address manually, it will cause a jam in the booking system our end. If you are having a problem with a collection or delivery address, please get in touch with us at with the full address details and we will do our best to help you.

How do I pay?

You can pay using any major credit/debit card or by using your PayPal account. If you are sending more than 30 parcels each month, then you may be able to apply for a credit account. Please email us at if you would like to apply.

How do I qualify for a trade account?

All you need to do is register an account with to obtain a 5% discount. Standard account holders still pay by credit/debit card, or by PayPal. If you would prefer to have an account on invoice, you need to be shipping a minimum of 30 parcels each month. To apply for an account on invoice, please email us at with your user name and we will get in touch to discuss your requirements.

What are the maximum dimensions you allow of a parcel?

The size of your parcel will affect the cost of a delivery with a courier service. We offer several carrier services that all have different weight and dimension restrictions. Our quote and book system is highly sophisticated, and knows which service to offer you when you submit your parcels weight and dimensions. If a carrier we advertise is not displayed, that means they are unable to ship your item due to either size or weight. We are also part of the UK’s largest courier network, so if any of the major courier partners will not handle you package, then we can almost always source a local courier company that can.

Do you collect and deliver glass and ceramics?

We can ship your glass and ceramic items; however they will not be insured against damage or loss regardless of how well the item is packaged.

Do you have a list of items which are prohibited?

Yes, please go to our Terms and Conditions to see our comprehensive list of prohibited items.

I have 20 parcels that need to go to 20 separate addresses; can you offer me a discount?

In cases like this, please email us with as much information as possible, i.e. weight and dimensions of all the parcels, collection and delivery postcodes and we will come back to you with a quote.

What time of the day will the driver collect?

During the booking process you will be given a choice of collection times available. The driver will arrive at some point within these times. Please do not contact us and ask us to chase the driver as we are not in direct contact with them. On rare occasions we may contact you to let you know the carrier cannot collect in the time window you have requested, this is usually for remote areas such as Devon, Dumfries & Galloway, and remote areas of the Scottish Highlands & Islands.

The driver failed to collect my parcel today, what do I do?

Firstly we apologise for the inconvenience caused when a collection time is not met. This can happen when a driver doesn’t manage to complete his rounds in the day due to delays such as having to wait for people at their door, traffic jams and the occasional van that decides to break down! You must now email us at informing us of the failed collection. It is important to state the Clickaparcel order number (Starts with CP), collection postcode and the next convenient time for collection. The following morning we will chase the carrier to ensure they call to collect ASAP. When a failed collection occurs, please understand it's not our fault as we have no control over it. We do our best to resolve the situation and we do act on emails from our customers who are complaining with regard to the failed collection with urgency, and rebook the collection for the next convenient time, or refund the customer if the collection is no longer required.

What is the procedure if there is no one to receive the delivery?

The specified carrier undertakes to deliver to an address specified in the despatch documentation, not to a specific person. If there is no-one present at the address then the carrier will either attempt delivery to a neighbour or return the item to the delivery depot. If this occurs, a customer contact card shall be left at the specified address telling the recipient where to collect their consignment or to re-arrange another delivery time.

I have a last minute gift delivery, can you help?

Yes. Our same day delivery or 24 hour parcel delivery services are ideal for any last minute parcels to go to recipients in the mainland UK.

Will a 48hour delivery booked for collection on a Friday arrive on Monday or Tuesday?

This parcel is guaranteed to arrive Tuesday at the latest, however a 48 hour delivery means a delivery can take place anytime within 48 hours (excluding weekends) therefore it could arrive on the Monday. If a particular delivery day is required, then you need to book a timed delivery i.e. Next day, by 9, 10 or noon.

Does my Item need to be boxed?

All items must be boxed. Please click here to view our Packaging Guidelines.

How should I package my item?

All items must be professionally packed before the driver arrives to collect your parcel, if not; the driver has every right to refuse collection. You need to use materials such as bubble wrap and polystyrene to cushion any blows your parcel may experience in transit. If in the unfortunate circumstances you need to make a claim due to damage to your item, an inspector may call to investigate the packaging before a claim is deemed successful or not. Please click here to view our Packaging Guidelines..

Do you supply boxes, tape etc? do not supply packaging materials, but if you visit our Packaging Guidelines page, you will see a link to The Packaging Store who can provide you with all the materials you need

I have skis to send, they are 175cm long, can you do this?

We can manage any length up to 300cm, so surfboards, skis and canoes should be no problem

I have not had an instant confirmation sent to me with my tracking number?

The main reason some of our customers do not receive an instant email confirmation is because the email address was entered incorrectly on the order form (simple typing error). Please contact us at to inform us you have not received your confirmation and we will send you your tracking number. Please ensure you tell us the collection and delivery postcodes in this email. The other reason will be due to spam, bulk, or junk mail folders. Please check these folders before contacting us. If you find the e-mail there, your ISP or your spam-blocker or filter software is diverting our email.

Can I make an insurance claim for damage?

Please check our Terms and Conditions to ensure you are eligible to claim. Scroll straight down to the headers Delay / Damage / Loss and Liability & Claims

How do I make a claim?

All claims must be brought to us via email at within 10 days of receipt/delivery. In order to process a claim for you, please provide us with the following information.

  • Clickaparcel CP number
  • Courier Consignment Number
  • A copy of the collection receipt the driver left with you when they took the package
  • Full description of contents of the parcel including manufacturer and model number details
  • Full description of the damage caused (If claiming for damage)
  • Value of claim and reasons for the value given (i.e. cost to cover repairs or replacement necessary)
  • Proof of the value of the item. This should be a cost invoice to you showing what you paid for the item, not what you have sold it for.
  • Digital images of the item as it arrived including images of the damage (If claiming for damage)
  • Digital images of all packaging used

We are not able to process your claim with any of the above missing so please ensure that you provide all required information. Please provide this information back to us in one email. Once you have submitted your information, further supporting information will not be accepted so please be sure to include as much detail and evidence as possible in your claim. In some cases, successful damage claims will not be paid until the damaged item is received back at Clickaparcel premises.

Decisions made on insurance claims are final and no appeals or disputes will be accepted.

How long do claims generally take?

You must allow up to 2 weeks for us to resolve your claim although payout's for delayed parcels usually get paid out within a few days of receiving your claim. On rare occasions, usually when there are mitigating circumstances, it can be considerably longer.