What's new? - updated 23.2.2021

You are currently using Internet Explorer 6 or 7. We and Microsoft highly recommend updating your browser to Internet Explorer 9 or higher, if available. The upgrade is meant to run on most machines and offers a safer, secure, and better browsing experience.

Home
LOG IN | SIGN UP
Current time in UK is 4:26am (we are closed)
Follow us onFacebook | Contact

Terms of service


  1. Definition of terms

    In these Business terms:


    1. Website refers to the internet address www.shoppingintheuk.co.uk, www.nakupyvanglicku.sk, www.nakupyvanglii.cz, www.zakupywanglii.pl, www.vasarlasnagliaban.hu, www.shoppingintheuk.eu or www.cumparaturiinanglia.ro.
    2. Service provider and us refers to the company Dolphi Couriers Ltd with registered office at 27 Old Gloucester Street, London, WC1N 3AX, Great Britain, registered in England and Wales under ref. no. 06658308.
    3. Customer or recipient refers to the person or company registered on our website.
    4. Virtual address refers to the UK address, which is allocated to the customer after successful registration on our website.
    5. Package refers to the parcel or load delivered to the virtual address of the customer, or the parcel or load sent to the recipient.
    6. Sender refers to the person or company that sends the parcel by courier or post to the virtual address of the customer, or that delivers it in person.
    7. Fee refers to the financial amount to be paid for our services.
    8. Shipping costs refers to the fee for shipping the parcels to the recipient.
    9. Loss event refers to damage or loss of a parcel.
    10. Shipper refers to the courier, postal service or anyone who transport the parcel from the service provider to the recipient.

  2. Introduction

    1. We recommend that you read this document carefully because by registering on our website and using our services you agree that this document comprises a legally binding agreement according to which we will provide our services..
    2. Anything contained in this document is binding for the service provider and the customer.
    3. The use of our website is subject to your consent with the terms of use of our website. We recommend also reading the document Protection of personal data and use of cookies.
    4. We reserve the right to change these Business terms from time to time also without prior notification. This change will not influence the provision of services that were ordered before the change take effect.
    5. If the information in this document differs from that given on our website, any dispute will be resolved based on these Business terms.

  3. Provided services

    1. Rental of virtual address – this is our primary service, which comprises the basis for all other provided services.
      1. We provide a virtual address only for the purpose of receiving parcels at this address and their subsequent forwarding to the customer, either individually or consolidated as a combination of several parcels.
      2. The virtual address can be used solely as a delivery address when making purchases in a UK or EU e-shop.
      3. Any other use of the virtual address will mean cancellation of registration and the blocking of the customer from further use of our services.
      4. The virtual address can be rented by registering on our website.
      5. The service provider undertakes to allow the customer use of the allocated virtual address without time limitation provided there is no breach of point 3.1.2 or some other breach of these Business terms or the Terms of use of our website.
    2. Consolidation of parcels – a service that lets the customer combine two or more received packages into a single larger package. The point of this service is to save the customer money on shipping costs for sending parcels to the recipient. The details of the service are set out under point 15.
    3. Checking of parcels – a service that allows the customer to request a check of parcels before they are forwarded to the recipient. The details of the service are set out under point 12.
    4. Photographing parcels – a service that lets the customer request pictures of parcels before they are forwarded to the recipient. The details of this service are set out under point 13.
    5. Returning parcels to sender – a service that allows the customer to request the return of a parcel to the sender. The details of this service are set out under point 14.

  4. Countries covered by our services

    1. Our services are available to customers in the following countries:
      1. Czech Republic
      2. Slovak Republic
      3. Poland
      4. Romania
      5. Bulgaria
      6. Hungary

  5. Registration

    1. The use of our services is subject to successful registration on our website.
    2. Only persons or companies from the countries listed under point 4 may register on the website.
    3. As soon as you register successfully, you will be allocated a virtual address, which you can start using immediately.
    4. The validity of the virtual address that was allocated to you is not limited in terms of time.
    5. We reserve the right to cancel your registration without any compensation in the event of breach of these Business terms, the Terms of use of our website, or as we deem fit.
    6. Customers may request the cancellation of their registration by sending a request to our e-mail address, or by using the contact form on our website.
    7. Registration will be cancelled only after settlement of all liabilities of the customer towards the service provider.
    8. If the customer decides to cancel their registration and the virtual address contains some parcel that the customer did not request to have forwarded, it will be assumed that the customer has no interest in the parcel and ownership of the parcel shall pass to the service provider.

  6. Receipt of parcels to warehouse

    1. We are only able to accept parcels to your virtual address where our or the customer"s ownership is clearly demonstrable, and subject to satisfying the conditions set out under points 6.8, 6.9, 6.11 and 6.12.
    2. Parcels must be labelled as per the instructions published on the customer account so that there can be no doubt that we or our customer is the addressee.
    3. Labelling is understood as the address, which must contain the name of our company, the name of the customer and their registration number.
    4. Each parcel that is received to the virtual address of the customer, meaning those where the recipient can be clearly identified, will be placed to the account of the customer no later than 24 hours on working days. The customer will be notified about receipt of the parcel by automatic email. We do not bear any responsibility if the customer does not receive an email notification on receipt of a parcel.
    5. In the event that the address on the parcel does not contain all the particulars listed under point 6.3, the parcel may not be received from the courier or postal service because it is not possible to prove that the parcel belongs to the customer or us.
    6. We bear no liability for expenses incurred due to an inadequately addressed parcel.
    7. When accepting a parcel from a courier, postal service or upon personal delivery of a parcel by the sender, we do not inspect the parcel for damage. The parcel is accepted in the condition in which it delivered. If a parcel is visibly damaged, when signing for the parcel (where requested) the parcel will be marked for the shipper as damaged and when entering the parcel to our computer system it will also be marked as damaged.
    8. We are only able to accept any parcels on working days from Monday to Friday between 9am and 5:30pm London time. We bear no liability for parcels delivered outside our working hours or for parcels not delivered to our address and where acceptance was not signed for by our employee.
    9. We are able to accept only those parcels that originate from EU countries. Any parcel that was sent from a country that is not an EU member state will not be accepted, or if such a parcel has already been received, it may be returned to the sender at the expense of the customer or may be destroyed.
    10. If a parcel was delivered to the virtual address of the customer that does not originate from an EU country and where the parcel is subject to customs procedure and where customs and other charges were calculated for the parcel, the customer undertakes to pay to us all expenses linked to settlement of these fees + an administrative fee of 10 GBP.
    11. We are only able to accept parcels that were paid for in advance by the customer, meaning it is not possible to subject delivery of the parcel to the virtual address of the customer to payment of any kind. We do not bear any liability for expenses incurred by the customer due to our refusal to accept a parcel that is subject to a payment at the moment of trying to deliver the parcel to the virtual address of the customer..
    12. We are only able to accept parcels that satisfy the conditions as per point 7. If a customer has a parcel sent to their virtual address that fails to satisfy the conditions as per point 7, the service provider may send the parcel back to the sender at the expense of the customer, or it may destroy the parcel or handle the parcel as it deems fit..

  7. Parcel properties

    1. Customers are responsible for all parcels that are delivered to their virtual addresses and which are clearly identified as theirs, regardless of whether the delivery of the parcel was initiated by the customer or a third party.
    2. The customer undertakes to allow only parcels to be sent to their virtual address that satisfy the following conditions:
      1. The parcel or items in the parcel are not hazardous to the public, our staff or other customers.
      2. The parcel does not contain anything from the list of prohibited items defined under point 7.3.
      3. Items in the parcel are suitable for air freight and so satisfy the requirements of the International Civil Aviation Organisation (ICAO).
      4. No import prohibition to the destination country applies to items in the parcel.
      5. The maximum dimensions of the parcels do not exceed 120cm width, 100cm length and 180cm height.
      6. it is not a letter correspondence or magazine.
    3. List of items that may not be sent to a customer"s virtual address:
      1. aerosol cans - not applicable to Dolphi Transport
      2. after shave lotion - not applicable to Dolphi Transport
      3. airbag modules - not applicable to Dolphi Transport
      4. alcoholic beverages
      5. any item includes petrol, oil, liquid, gas or smoke
      6. biological samples
      7. car Battery - not applicable to Dolphi Transport
      8. cash, credit cards, debit cards
      9. chainsaw - not applicable to Dolphi Transport
      10. chemicals
      11. cheques
      12. cigarettes and Tobacco
      13. controlled drugs and narcotics
      14. dangerous goods as defined by ICAO - International Civil Aviation Organization - not applicable to Dolphi Transport
      15. dirt
      16. dry ice
      17. explosives
      18. fake currency
      19. filling into weapons
      20. fire extinguishers
      21. fish (live or dead)
      22. fragrance - not applicable to Dolphi Transport
      23. human remains
      24. infectious substances
      25. knife, sword or anything that has a blade longer than 3.5 cm
      26. liquid
      27. lithium ion batteries and lithium polymer, new and used unless it is not directly available in electronic devices - not applicable to Dolphi Transport
      28. lottery tickets
      29. matches
      30. meat and other products containing meat
      31. medicines (including those without a prescription)
      32. nail polish - not applicable to Dolphi Transport
      33. obscene publications and pornography as it is defined in the Criminal Justice and Immigration Act 2008 and the Criminal Justice Act 1988
      34. oil
      35. paint - not applicable to Dolphi Transport
      36. passports and other travel or identity documents
      37. perishable foods and goods
      38. pesticides
      39. plants
      40. postage stamps and other valuables
      41. precious metals and stones
      42. products containing asbestos
      43. radioactive material
      44. replica guns
      45. seat belt pretensioners in vehicles - not applicable to Dolphi Transport
      46. sinks - not applicable to Dolphi Transport
      47. sofas - not applicable to Dolphi Transport
      48. steering wheel on the vehicle - not applicable to Dolphi Transport
      49. substances causing corrosion
      50. the animals in any form (living or dead)
      51. the vehicle hood - not applicable to Dolphi Transport
      52. toilets - not applicable to Dolphi Transport
      53. toner for printers - not applicable to Dolphi Transport
      54. use alkaline, NiCd or NiMH batteries - not applicable to Dolphi Transport
      55. weapon
      56. windscreen on a vehicle
    4. List of items that the service provider will accept from a courier, postal service or which are delivered in person to the virtual address of the customer, but for which it is is not possible to pay any compensation in the case of a loss event. The same restrictions apply also to items which by description or content are similar to the items listed below:
      1. a watch
      2. binoculars
      3. cameras
      4. cameras, lenses for cameras, photographic lighting
      5. ceramics
      6. chandelier or other lamps
      7. chinese porcelain
      8. computer monitors
      9. computers
      10. crockery
      11. crystal
      12. fish tanks
      13. fishing rods
      14. floor and wall tiles
      15. fragile items (all)
      16. framed pictures
      17. framed pictures and paintings
      18. furniture unless it is dismantled and packed in a carton
      19. glass and glassware, or containing glass
      20. headlights for vehicles
      21. jewelery
      22. laptops, notebooks, tablets
      23. light bulbs
      24. marble
      25. microscopes
      26. microwave ovens
      27. mirrors
      28. mobile phones, smartphones
      29. paintings
      30. projectors
      31. roof windows
      32. rubbish bin
      33. scanners
      34. shower enclosures
      35. SIM cards
      36. spectacles
      37. televisions and screens - LCD, plasma, LED, LCD, TFT
      38. tickets
      39. vases
      40. white goods (refrigerators, ovens, freezers, hoods, etc.)
      41. window frames
      42. windows and doors with glass panes

  8. Unidentified parcels

    1. All parcels where the stated address does not contain the necessary particulars for identification of the owner, foremost the customer name, registration number and name of our company, will be deemed unidentifiable parcels unless it is possible to clearly determine the owner of the parcel.
    2. If we receive an unidentifiable parcel, the parcel will be opened by our staff and we will try to identify the owner according to the parcel content, primarily by the delivery note or invoice if contained in the parcel.
    3. If it is still not possible to identify the owner of a parcel even after opening it, we will take pictures of the parcel and its content and the parcel will be placed in our computer system under the section Unidentified parcels.
    4. If a customer is missing a parcel and it is among unidentified parcels, they can request to have it transferred to their account. For this the customer must provide information clearly identifying him/her as the owner of the requested parcel, i.e. by completing the form for the requested parcel.
    5. Once information is received about an unidentified parcel that a customer is claiming, the service provider will compare the information with those available about the parcel and if deeming the customer’s claim as justified, the parcel will be placed to the customer’s virtual address.
    6. The customer agrees that if the service provider decides not to allocate an unidentified parcel to the customer as the supplied information is insufficient for clearly identifying the owner, this decision is final and the customer shall lose the right to remake the claim to the unidentified parcel.
    7. The customer hereby agrees that all legal rights to a parcel shall cease where the parcel is deemed unidentifiable as per point 8.1.

  9. Opening parcels

    1. The service provider reserves the right to open a parcel in the following cases:
      1. If it is not possible to identify the owner of the parcel and there is an assumption that the parcel contains documents leading to identification of the parcel.
      2. If the service provider suspects that a parcel may contain prohibited items as per point 7.3.
      3. When consolidating (combining) parcels.
      4. When the Check parcel service is requested.
      5. When requesting the Take Picture service.

  10. Storing parcels

    1. Each individual parcel received to a virtual address can be stored with us free of charge for 30 days from the date the parcel is entered into our system.
    2. Before the end of the free storage period, every customer will be notified by email that the free storage period is coming to an end, this 7, 3 and 1 day(s) before the end of the period.
    3. After the free storage period ends, we will start to charge a storage fee for each day and parcel in line with the current pricelist.
    4. The maximum period during which we will store any parcel is 90 days, whereby a charge will apply from the 31st to the 90th day.
    5. Before the end of the 90 day period, each customer will be notified by email about the end of the storage period, i.e. 30, 7 and 1 day(s) before the end of the period.
    6. We do not bear any liability if the customer does not receive all or any of the email notifications from us. It is the responsibility of each customer to be aware of the end of the free storage period or the 90-day storage period.
    7. If a customer does not request a parcel to be forwarded to the recipient before the end of the 90-day storage period, this shall be taken as the customer having no interest in the parcel and ownership of the parcel will pass to the service provider.
    8. The storage fee for those parcels that passed to the service provider will be charged to the customer, who will have access to their account blocked until the outstanding amount is paid.
    9. The service provider will handle parcels that passed to its ownership as it deems fit.

  11. Disposal or sale of parcels by service provider

    1. The service provider reserves the right to dispose of, sell or otherwise deal with a parcel if:
      1. The parcel contains prohibited items as per point 7.3.
      2. If the parcel was sent from a country outside the EU.
      3. If the customer does not request the forwarding of the parcel by 90 days from when the parcel is entered to our system.
      4. If the customer requests the cancellation of their registration on our website and parcels still remain at their virtual address that were not requested to be forwarded to the recipient.

  12. Check parcel

    1. Customers are obliged to make requests to have parcels checked solely via their account, by indicating the parcels that they wish to have checked and by sending a list of items in the parcel.
    2. The service provider undertakes to check parcels as soon as possible, usually within 24 hours, but only on working days from Monday to Friday.
    3. The service Check parcels us charged according to the current pricelist.
    4. Customers may only cancel requests to have parcels checked if the check has not started, meaning the status of the parcel check in the customer account is given as Pending check.
    5. If a customer requests the cancellation of a parcel check after the check has begun, meaning the status in the customer’s account will be given as Checking or Checked, the request to cancel the check will be rejected and the customer will be charged the fee for the check.
    6. When a parcel is pending a check or is being checked, the parcel may not be sent until the moment the check is complete and it is not possible to submit other requests concerning the same parcel.
    7. The service provider will notify the customer about the outcome of a parcel check by email and the customer will also see it in their account on our website.
    8. The report on a parcel check will contain the following information where relevant to the status of the parcel:
      1. Damage to external packaging of parcel.
      2. Damage to internal content of parcel.
      3. Damage to items included in the parcel.
      4. Description of damage or other problem with the parcel.
      5. Number of items in the parcel.
    9. When checking a parcel, no check is made of the functionality of items in the parcel.
    10. The service provider bears no responsibility for damage that could not be detected by the naked eye during a check of the parcel.

  13. Photograph parcel

    1. Customers are obliged to make requests to have parcels photographed solely via their account, by indicating the parcel that they wish to have photographed and by indicating what pictures of the parcel they wish to have.
    2. The service provider is capable of making the following pictures of parcels:
      1. Picture of address label.
      2. Picture of external packaging of parcel (compulsory).
      3. Picture of damage to external packaging of parcel. If the packaging is not damaged, no picture will be taken.
      4. Picture of parcel content. Individual items will be placed on an area of 90x60cm (depending on the nature of the items) so that they overlap each other as little as possible. If it is not possible to place all items on this area, more pictures will be taken so that all items are included in the pictures.
      5. Picture of each item included in the parcel. One item per picture. We will make as many pictures as there are items.
      6. A picture or scan of the delivery note or invoice. If the parcel does not contain a delivery note or invoice, no picture/scan will be made.
    3. The service provider undertakes to produce pictures of the parcel as soon as possible, usually within 24 hours, but only on working days from Monday to Friday.
    4. The resolution of pictures is 600x480 pixels.
    5. The service Take pictures is charged according to the current pricelist.
    6. The customer may only cancel a request to photograph a parcel if we have not yet started taking the pictures, meaning the status of photographing in the account of the customer is given as Pictures pending.
    7. If the customer requests the cancellation of pictures after the photographing has already started, meaning the status of picture taking in the customer account is given as Photographing or Photographing complete, the request to cancel pictures of the parcel will be rejected and the customer will be charged the fee for taking pictures.
    8. While picture taking of a parcel is pending or is in progress, the parcel cannot be forwarded until the moment the picture taking is complete, and it is also not possible to submit another request concerning the same parcel.
    9. The service provider will notify the customer by email that picture taking is complete and the customer can find the pictures in their account on our website.

  14. Returning parcels to sender

    1. If the customer requests the service provider to return a delivered parcel from the virtual address to the sender, the service provider will arrange this subject to all the following conditions being met:
      1. The parcel is physically located in our warehouse in the UK.
      2. The customer has the consent of the sender to return the parcel.
      3. The customer notifies the service provider about the reference number for returning the parcel, if issued by the sender.
      4. The customer pays the fee for this service to the service provider according to the valid pricelist and the shipping costs for delivering the parcel from the virtual address to the sender before the parcel is sent back.
    2. The service Return to Sender cannot be used if the parcel has already left our warehouse in the UK.

  15. Consolidation of parcels

    1. The customer submits a request to consolidate parcels in their account by indicating the parcels that they want to consolidate. The request is to be submitted in the process of sending parcels.
    2. The service provider will consolidate parcels provided:
      1. The customer requests the forwarding of at least two parcels in one request.
      2. Parcels can be packed into one of the standard format cardboard boxes listed in the pricelist.
      3. There is the assumption that consolidation will reduce the fee for shipping.
    3. The service provider consolidates the parcels by removing the outer packaging material from the consolidated parcels if this helps reduce the size/dimensions of the parcels and does not have a negative effect on the protection of items contained in the parcel. All parcels prepared in this way are placed into any of the standard format boxes.
    4. The service provider undertakes to consolidate parcels in this way that the smallest number of boxes are used to send all the parcels, but also so that the safety of delivering the consolidated parcel to the recipient is not endangered due to a lack of packaging.
    5. After consolidating parcels, the customer is obliged to select the method of delivery to the recipient by 10 days. During this time, the consolidated package will be stored for free in our warehouse.
    6. It is not possible to add additional parcels to or remove parcels from a consolidated parcel.
    7. If no method of delivery to the recipient has been selected by the end of the 10-day period, the consolidation of the parcels will be cancelled and the customer will be charged a fee according to the valid pricelist.

  16. Sending parcels

    1. The customer submits the request to send parcels exclusively via their account.
    2. The service provider sends the requested parcels exclusively to the name of a registered customer and only to the countries listed in the registration, with no exceptions.
    3. All parcels will be sent strictly after payment of the fees for shipping the parcels.
    4. When sending parcels, the customer is obliged to state the true value of the parcel and its actual content.

  17. Shipping of parcels

    1. When shipping parcels from the virtual address of the customer to the recipient, the service provider co-operates with the following companies:
      1. Royal Mail – British postal service. Just one parcel up to 2kg in weight, where the sum of all sides does not exceed 90cm. No parcel may exceed 60cm. Parcels dispatched every working day. Shipping by air. Not possible to track parcels.
      2. Dolphi Transport – no limitation by weight or size. Parcels dispatched once per week only to the Czech and Slovak republics. Shipping by road. Parcel tracking is possible.
      3. Parcelforce – parcels up to 30kg in weight, dispatched every working day. Shipping by air. Parcel tracking is possible.
      4. DPD – parcels up to 30kg, dispatched every working day. Shipping by road. Parcel tracking is possible.
      5. UK Mail – parcels up to 25kg, dispatched every working day. Shipping by road. Parcel tracking is possible.
    2. The method of shipping, or selected courier, is chosen by the customer after the parcel is prepared for shipping by the service provider.
    3. The shipping costs for transporting parcels to the recipient are calculated according to the current pricelist.
    4. The customer obliges to verify the amount of shipping fees before ordering the goods to their virtual address account, using the shipping fee calculator published on our website.
    5. Each dispatched parcel can be monitored using the tracking number, provided the shipper provides this service.

  18. Fees and payment

    1. All the fees given on our website are in GBP currency, inclusive of VAT, unless stated otherwise.
    2. When calculating the fees for our services, We apply the current pricelist published on our website.
    3. You can pay the fees for our services in the following ways:
      1. Payment system PayPal in GBP currency.
      2. Payment card using the system PayPal (without registration in this system).
      3. Transfer to a bank account held in the GBP currency in Great Britain.
      4. Transfer to a bank account held in EUR currency in the Slovak Republic.
      5. Transfer to a bank account held in the CZK currency in the Czech Republic.
    4. When paying to a bank account held in EUR or CZK, the fees for our services will be converted from the GBP currency to the respective currency at the current exchange rate of the European Central Bank (ECB) increased by 6.5%.

  19. Catalogue of e-shops

    1. The e-shop catalogue is only of an informative nature and we do not guarantee that all e-shops published in this catalogue are capable of delivering a parcel to your virtual address.
    2. We do not guarantee that all e-shops published in this catalogue will accept payment cards issued outside the UK.
    3. We bear no responsibility for problems that could occur when ordering goods from e-shops published in this catalogue.
    4. As the customer, you are obliged to ensure that the e-shop where you plan to purchase goods is able/willing to deliver the goods to your virtual address.

  20. Liability for loss

    1. The service provider bears no responsibility for the loss of a parcel, for damage to a parcel and for theft of a parcel, unless at the time the parcel is held by the service provider, meaning it is physically located in our warehouse and is not one of the parcels defined under point 8.1 and concurrently satisfies the condition under point 6.1.
    2. The service provider bears no responsibility for a parcel that is lost, damaged or stolen on route between the sender and the customer"s virtual address.
    3. The service provider bears no responsibility for a parcel that is lost, damaged or stolen at the time between handing over the parcel to the shipper and delivery of the parcel to the recipient.
    4. The service provider bears no responsibility for lost profit or damages caused by faulty or late delivery of a parcel.
    5. The service provider bears no responsibility for a loss that is incurred:
      1. By inadequate labelling of the parcel, foremost in respect of failure to mark a parcel with special handling instructions like Fragile, Caution: glass, Handle with care. This end up and so on.
      2. By failure to label the parcel with a complete address.
      3. By delivery of the parcel to the service provider outside working hours.
      4. By delivery to a different address than ours, or than the virtual address of the customer.
      5. If our employee does not accept the parcel.
      6. If the parcel is sent from a country outside the EU.
      7. If delivery of the parcel is subject to payment of some fee, especially customs and VAT, or payment for the goods themselves.
      8. If a customer does not receive any informative email from our computer system.
      9. If the parcel is damaged and this damage cannot be detected with the naked eye upon inspection.
      10. If a parcel contains anything listed under points 7.3 and 7.4.
      11. By purchasing a a product that is not intended or homologised for use in your country.

  21. Insurance of parcels

    1. The service provider accepts responsibility for a parcel that is delivered to the customer’s virtual address at the moment when we accept it from the courier, postal service or when the parcel is delivered in person by the sender, and provided it does not concern a parcel as defined under point 8.1.
    2. The service provider stops being responsible for the parcel at the moment when it is handed over for delivery to the courier or postal service.
    3. Each parcel that we are holding, meaning it is physically located in our warehouse, is insured against damage and theft, up to a maximum of 250 GBP.
    4. At the moment when a parcel is handed over to the shipper for delivery of the parcel to the recipient, the parcel is insured by the shipper.
    5. The level of insurance at the time of shipping a parcel to the recipient differs depending on the specific shipper and their current levele is as follows:
      1. Royal Mail – parcels insured up to 20 GBP.
      2. Dolphi Transport - parcels insured up to 500 GBP.
      3. Parcelforce - parcels insured up to 100 GBP.
      4. DPD - parcels insured up to 50 GBP.
      5. UK Mail - parcels insured up to 50 GBP.
    6. If a parcel contains more than one package, the sum insured relates to the whole parcel, meaning not separately for each individual package. The sum insured will be divided into the same number of parts as all packages making up the parcel.

  22. Claims

    1. Each customer is entitled to file claims in respect of our services.
    2. All claims must be made in writing and must be delivered to us by email, or using the contact form on our website, by the terms as per point 22.3.
    3. The terms for filing a claims are as follows:
      1. Claims for damage to a parcel caused during shipping tto the recipient – 2 days after delivery to the recipient.
      2. Claims for loss of a parcel caused during shipping to the recipient – 2 days after the planned delivery to the recipient.
      3. Claims concerning the Check Parcels service and Take Pictures service – 5 days from the service being provided.
      4. Other claims – by 10 days.
    4. If a claim concerns damage or loss of a parcel during shipping to the recipient, the service provider will resolve the claim in the customer’s name directly with the shipper or agent via which the shipping was ordered and insured.
    5. The service provider is not able to influence the outcome of a claim that concerns damage or loss of a parcel by the shipper and the customer undertakes to respect the decision of the shipper, or its agent with respect to the outcome of the claim.
    6. Not complying with the terms for sending a claim as per point 22.3 means your claim will be rejected.
    7. Claims for damage to parcels during shipping to the recipient will be rejected if:
      1. Packaging of the parcel does not meet professional standards. This does not apply to a parcel packed by the service provider.
      2. The external packaging of a parcel is not damaged.
      3. The parcel was not described as damaged on receipt from the shipper.
      4. The damaged parcel including the external and internal packaging is now available for inspection by the shipper its representative and where the parcel was handled or repaired before the check, Or if the parcel is not located at the place the shippered delivered it to.
      5. The parcel contains any item included in the list under point 7.3 and point 7.4, or if the parcel does not satisfy the conditions under points 7.2.1 to 7.2.6.
      6. Our customer deceived by providing false information about the content of the parcel and the content of the parcel does not correspond to reality.
    8. Claims for loss of a parcel during shipping to the recipient will be rejected if:
      1. The parcel was labelled with an incorrect or incomplete address. The service provider will label the parcel with the address exactly as provided by the customer.
      2. The parcel contains any of item from the list under point 7.3 and point 7.4, or if the parcel does not satisfy the conditions under points 7.2.1 to 7.2.6.
      3. Our customer deceived by stating false information about the content of the parcel and the content of the parcel does not correspond to reality.
    9. In the event of a claim for damage or loss of parcels during shipping to the recipient, together with the written claim it is essential that you provide also a document proving the value of the parcel (invoice or bill) and if a parcel is damaged, you should also send a photograph that clearly shows the scope of the damage. Not complying to these conditions could mean rejection of your claim.
    10. Claims for damage to a parcel that was delivered to the virtual address of the customer and where damage was detected using the Check Parcel service or Take Pictures service, or damage that was discovered when accepting the parcel from a courier or post office, or upon delivery of parcels in person, is to be resolved by the customer with the sender of the parcel. The service provider will not interfere with this process in any way.
    11. Claims for loss of a parcel that should have been delivered to the customer’s virtual address but was not, is to be resolved by the customer with the sender. The service provider will not interfere with this process in any way.
    12. Claims for a loss of a parcel that is held by the service provider, meaning it was physically located in our warehouse, must be filed by the customer by the term set out under point 22.3.4. The claim must be accompanied by some proof of the value of the parcel (invoice) or other documents that the service provider or insurance company might request.
    13. In respect of all claims, the service provider will communicate solely with the customer – owner of the account from which the request to forward a parcel was received. The customer undertakes to co-operate in resolving claims.
    14. The service provider undertakes to arrange any claim as soon as possible. We are not able, however, to influence the length of claim proceedings if we have to wait for a response from the customer or from the shipper or its agent.

  23. Final provisions

    1. If any part of these Business Terms is not legally enforceable, this does not infer the invalidity or unenforceability of the remainder of these Business Terms.
    2. The legal rights of each customer are not affected by these Business Terms.
    3. The service provider and the customer agree that any dispute arising out of these Business Terms shall be resolved as per the law of England and under the jurisdiction of the English courts.
    4. These Business Terms acquire force on 23.9.2017.


Copyright 2007 - 2018 © Dolphi Couriers Ltd, All rights reserved.Dětské oblečení George, Matalan a Tu. | Stylový špunt