• Aerosol cans / sprays
  • Airbag Modules
  • Alcohol
  • Animal skins / Furs / Any Animal Parts including meat / Ivory and ivory products
  • Any item that is not boxed
  • Box with Hazardous label - Items sent with a Hazardous label attached will be classed as such. DO NOT RE USE OLD HAZARDOUS BOXES
  • Cheques or Tickets that are not named
  • Dangerous goods - eg Explosives / Fireworks / Christmas Crackers / Radioactive Materials / Deactivated or Replica Weapons and Munitions / Firearms / Swords / Knives / Axe / Chainsaw / Anything with a blade larger than 1.5 inches / Weapons
  • Dry Ice
  • Engines / Generators / Gearboxes or any part containing or having contained oil/petrol unless flushed through
  • Fire Extinguishers / Life Jackets
  • Food items (Perishable) Outside the UK
  • Gold & Silver, Jewellery including Watches over £250
  • Goods moving under ATA Carnet and all temporary exports and imports; goods moving under FCR, FCT and CAD (Cash Against Document)
  • Hazardous materials eg Paint / Adhesives / Chemicals / Flammable resins/ solvents/ liquids / Compressed Air & Empty cylinders / Items containing any gases - See Also Household goods
  • Household goods containing flammable or corrosive liquids, such as oven or drain cleaners / perfume, aftershave/ hairspray/ nail varnish and remover/ antiseptic wipes ...
  • Human Remains / Body Fluids
  • LED, LCD & TFT Screens over 32inches (under 32 inches Restricted cover)
  • Liquids / Adhesives / Paint / Oil / Creams / Gels
  • Live / Dead animals
  • Magnets or items containing ferro-magnetic material
  • Milk Powder to China
  • Mobile Phone with Sim card / Mobile phone with or without Sim to any Residential address in Turkey
  • Money, Keys, Negotiable items / Payment cards
  • Paintings to the Ukraine
  • Passports / Birth Certificates / Driving Licences
  • Personal Effects - Prohibited to Argentina, Australia, New Zealand, Pakistan Completely & to China over £100 - Restricted to all other Countries
  • Plasma Screens of all sizes
  • Pornographic materials
  • Soil / Clay
  • Television screens - all sizes of Plasma screens as well as LED, LCD & TFT screens over 32inches (under 32 inches Restricted cover)
  • Tobacco and tobacco products
  • Toner / Ink Cartridges / Printers / Fax Machines or Photocopiers to any destination outside of the UK.
  • Wet or Lithium Batteries (This includes any iphone ) (Not including Dry Cell)
  • White Goods -fridges, ovens- (also known as range, stove, cooker, cooking plate, or cooktop), Cooker hood, Microwave Oven, dishwasher, Washing Machine etc.)
  • Written Prescriptions / Prescribed Drugs / Medication / Any Controlled/Illegal substance including Khat to all areas.
  • Car Bumpers and Car Panels Prohibited on all Services
  • Musical Instruments
  • Any item that does not have internal packaging to protect the item
  • Any item that is not boxed
  • Precious metals, diamonds and other stones;
  • Bullion, money, credit cards, debit cards, ATM cards, cash-replacement cards, store and gift vouchers and cards, travellers' cheques, securities, bonds, deeds, bank notes, treasury notes, stamps, and similar cash substitutes;
  • Documents, manuscripts, plans, designs, photographic negatives, patterns, moulds, and the like;
  • Antiques, paintings, statues and other objects d'art;
  • Furs, leather, skins and the like;
  • Cigars, cigarettes, tobacco and similar high-duty items;
  • Temperature controlled cargoes, fresh foodstuffs, bagged foodstuffs, all perishable items;
  • Audio, visual, and audio-visual equipment or accessories, including all such portable or hand-held devices; photographic equipment and cameras of every description, lenses; computer and peripheral equipment of every description and software licenses;
  • Laptop and handheld computers, including PDAs and multipurpose devices; satellite navigation and speed camera detection or warning equipment; games consoles and portable electronic games; mobile or satellite telephones, pre-paid mobile phone vouchers; SIM cards; and any components, parts, accessories, or associated software;
  • Non-ferrous metals and scrap metals;
  • Second-hand goods, rejected goods and returned goods;
  • Timber, cement and other building materials;
  • Bulk cargoes;
  • Goods packed in inferior/inadequate packaging;
  • Household goods and personal effects; privately-owned motor vehicles;
  • Glass / Mirrored items / Crystal / Ceramic / Pottery/ Porcelaine/ Plaster / Marble / China / Stone / Slate / Resin / Granite / Concrete - (or any item containing these materials)
  • Plants / Seeds / Flowers / Plant derivatives
  • Furniture


Terms and Conditions


The following information consists of the Terms and Conditions under which Courier Q Ltd t/a Courier Queen operates. By using our services, be it via our Website or through any other means, you are legally bound by these Terms and Conditions. The information is presented in a Jargon-Free Manner for the benefit of our customers.


Table of Contents


  1. Terms Used
  2. About Us
  3. The Customer
  4. Collections and Deliveries
  5. Taxes, Duties and Customs Regulations
  6. Cancellations and Returns
  7. Our Liability in Terms of Collection/Delivery Time Slots and Transit Times
  8. Our Liability in Terms of Loss and Damage to Goods Sent
  9. Terms and Conditions with Regards to Additional Charges being applied to your Payment Card
  10. Our Right to Vary these Terms and Conditions





Terms Used


  1. WE or US - This refers to our company i.e. Courier Q LTD and all other companies or individuals whose services we may use.
  2. COURIER or CARRIER - The Company or Individual that will be Collecting and Delivering Parcels on our behalf.
  3. PARCEL, PACKAGE or ITEM - A Single Package/Box including the Contents within.
  4. CONSIGNMENT - More than one Package/Box being delivered to a Single Address.
  5. CUSTOMER - Individual/Organization that has purchased our Services and is legally bound to pay all charges/surcharges incurred (if any) during the provision of our Services.
  6. WORKING DAY - Monday to Friday 9am to 5pm. This excludes any Bank Holidays or Public Holidays.
  7. SHIPPING BARCODE/LABEL OR AIRWAY BILL - A PDF/WORD File containing a Barcode that needs to be attached on your Parcel/Parcels so that Collection and Delivery can be carried out without incident. Failure to use the Barcode emailed by us (for applicable services) may result in surcharges.
  8. SERVICE/SERVICES/ORDERS - All Collection and Delivery services that we offer to Customers Online and Offline.


About Us


  1. Courier Q Ltd has its Registered Address at - Kemp House, 152-160 City Road, London, EC1V 2NX.
  2. Courier Q Ltd's Company Registration number is 07332652 and our VAT Number is 105497416.
  3. We Sub-Contract all our Collections and Deliveries to Larger Courier Firms such as DHL, UPS and City Link, Fedex and DPD. We would use their services either Directly or Indirectly. Hence we donot perform any Collections and Deliveries ourselves.
  4. Our Terms and Conditions may not be similar to those Courier Firms that we use for our deliveries. Regardless of this, you are bound only by the Terms and Conditions mentioned throughout this document.
  5. The information you provide to us will be used to carry out the Collection/Delivery requested and to keep you informed about our latest offers/discounts. We would under no circumstance sell your information to 3rd Parties without your prior consent.
  6. We may at our sole discretion refuse to provide the Service/Services purchased from US and will refund all monies paid. We are not to be held liable for losses of any nature that may be incurred due to our refusal.


The Customer


  1. All our customers need to comply with the following :-
    1. Be 18 years old and able to enter into legally binding contracts
    2. Should not be involved in any fraudulent activities whether in the past, present or future.
  2. Customers from all over the world are welcome to use our services. However, for certain high risk countries where there is rampant Debit/Credit Card Fraud, we would require Cleared Funds to be transferred into our Bank Account before we can provide you with our Services.
  3. The Customer agrees to indemnify us of any liability due to any losses (of any nature whatsoever) incurred by them as a result of any down-time our Website may face rendering it inaccessible to use.
  4. All orders placed on our Website are automatically booked in with the respective Carrier chosen between Monday to Friday 9:00am - 5:00pm. Though Bookings can be made on our website 24/7 - the information in these bookings will only be processed by the respective Carrier during the time/days mentioned. Hence All Shipping Documents and Tracking numbers will only be sent to you during these times. Beyond these times our systems run updates and backups hence the Connection between Our Website and the Carrier is severed during this time.
  5. We try our best to keep all information on the website up to date and accurate. We are not to be held liable in any way or form if any information is found to be out of date and which causes the Customer or any Third-Party a Loss in any shape or form.
  6. The Customer is permitted to use the material found on our website only for the purpose of facilitating their use of our Services. Courier Q Ltd owns all rights to the material on our site - any reproduction or alteration of the material on our Website without our written consent will lead to criminal prosecution.
  7. The Customer and all relevant Third Parties - by using our services agree to the following Disclaimer to the extent permitted by the Governing Law in England and Wales.
    • We exclude all pre-requisites, warranties and clauses which may be applied by Common Law, Law of Equity and Statute.
    • We enjoy indemnity from any liability caused due to loss/damage arising from the usage of the Services of our Company. Loss and Damage includes - but is not limited to Loss of Revenue, Loss of Goodwill, Contracts, Time and Mental Peace.
    • This indemnity from liability is still applicable in case of negligence or breach of contract from our end - even if it was foreseeable.
    • The Laws and Courts of England shall have exclusive jurisdiction in relation to any matters arising out of this agreement.
    • If any part of this agreement is unenforceable as per Law, enforceability of other points will not be affected.
  8. All Accounts Funds (Top-up) must be used within 6 calendar months beyond which they would be rendered as void/expired.
  9. All Communication with regards to Orders placed with Courier Q Ltd will be conducted with the Customer only. Similarly, all aspect of liability of the Company will solely be enjoyed by the Customer. Our Company is not to be held liable in any shape or form to Third Parties who have a stake or interest in any Orders booked via our Company.
  10. If the Customer or any Third Party contacts our Carriers directly with regards to an Order that was placed through us, the Contract between Us and the Customer will be rendered void and we will no longer be able liable to provide assistance at a later date. The Customer or any Third Party can only contact our Carriers directly after receiving written consent from an employee of the Company.
  11. It is the Customer's responsibility to educate all Third Parties having a stake or interest in the Order Placed about our Terms and Conditions. Courier Q Ltd will not be held responsible if a Third Party acted against our Terms and Conditions and as a result the Customer had to suffer a loss.


Collections and Deliveries


  1. Once you accept a Quote from our website and pay for it using your Credit/Debit Card, you will receive an email confirmation of this. This is to be treated as a sufficient indication that we will be processing your order accordingly.
  2. Using the Tracking Number / Airway bill we provide, it is the Customer's responsibility to track their parcel and report to us any anomalies that might occur during the Collection and/or Delivery of their Parcel. Courier Q Ltd is not responsible for Tracking of the shipments. The Tracking number is valid for upto 12 weeks after which it would be used for another shipment.
  3. Depending on the Service you have opted for, you will either receive -
    • An Email with a Shipping Barcode which would need to be printed and attached on the package,
    • An Email with a Tracking Number for your Reference or
    • An Email Confirmation stating that the Tracking Number would be provided to you by the Courier when he comes to collect your item.
  4. If the Service you have chosen requires that you print out and use our Shipping Barcodes then these MUST be used. If these are not used and instead a Manual Airwaybill/Barcode is filled out either by the Sender or the Driver, the Customer will be responsible for surcharges that may incur as no discounts would apply to such a shipment. Also - all Transit Liabilities whether Standard or Purchased Additionally will be rendered void.
  5. All Parcels being sent via our services need to be Securely Packaged for Transport. Advise with regards to packaging can be found on our Packaging Guidelines page. Please note that Courier Q ltd will accept no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation. Moreover, by accepting a parcel for collection, Courier Q Ltd does not acknowledge the packaging is adequate or the contents are acceptable.
  6. Any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Furthermore, items might be stacked in a van with other boxes being placed on top of them. Hence it is imperative that a box of adequate strength is used to protect the items inside from getting damaged.
  7. If an item is refused by the Courier due to inadequate packaging, no Delivery Address/Airway bill attached (as applicable) or No Proforma Invoice attached (required for items being sent outside of the EU) you may lose out on your booking and would have to pay surcharges for the Failed Collection. These surcharges vary from time to time and should be confirmed from us before a booking is made. The decision of the Courier in refusing a parcel is final and cannot be disputed. We are not to be held liable for any losses of any nature that may be incurred for the Courier refusing to accept your Parcel.
  8. If an item is refused by the Receiver on account if it being damaged or appearing to be damaged, it will be taken back by the Carrier and held for 2 working days after which after it would be disposed off. There may surcharges levied for the process of destroying the item which would be charged to the Customer.
  9. When sending multiple parcels, the Correct Shipping Labels need to be applied on the appropriate boxes. If wrong labels are attached to the wrong boxes resulting in incorrect deliveries, no refunds will be given and there will be surcharges applied to correct the mistakes. Also - If the services of more than one Carrier is opted for - it is the Customer's responsibility that the correct boxes are handed over to the correct Carrier. It is not the Carriers responsibility to ensure they are taking the correct boxes. Hence if the Driver picks up the wrong boxes - responsibility for this will lie with the Customer and hence surcharges will apply to correct this mistake.
  10. If extra parcels are handed over to the Courier without booking them in with Our Office - there would be surcharges applicable to the order which would need to be paid by the Customer. Such parcels will not enjoy any form of transit liability in the event that they are Lost or Stolen. This clause will also apply in the event that the driver readily accepts the extra packages and signs-off for them as well.
  11. We cannot refund any part of the Carriage paid if the Customer sends a lesser number of Parcels than initially booked. Similar will be the case if the Customer sends a lighter or smaller package than declared initially at the time of booking.
  12. All Collections and Deliveries are performed between 9:00am and 6:00pm on Weekdays. For Collections and Deliveries involving Residential Addresses - the time of performance may increase from 8:00am to 7:00pm on Weekdays. Public Holidays, Bank Holidays, Weekends and Force Majeure Events (Like Acts of God, Terrorist Activities etc) are excluded from Collection/Delivery Dates Quoted. Saturday Deliveries can be performed if the appropriate Service is selected. Timed Deliveries (Pre 9:00am, Pre 10:30am, Pre 12:00pm) can be performed if the appropriate Service is selected. Any time-slots offered for Collections are Non-Guaranteed.
  13. In order for a Collection or Delivery to be performed, A Definite Address needs to be provided having a House/Building Number and Street Name. If a certain country is bereft of Street Names, a Telephone Number needs to be provided for Collection and Delivery Purposes. The Telephone Number needs to be a Local Telephone number. The Courier would not call an International Telephone Number. If the required information is not provided at the time of booking - the Parcel/Parcels sent might be returned back to the Sender and there would be surcharges applicable for the return.
  14. When the Courier comes to Collect your Parcel, please make him sign the Collection Note that we email you once your booking is made. If the Collection Note has not been signed, no claims for Lost parcels would be entertained.
  15. The Courier is not liable to phone the Customer when he is on his way to Collect or Deliver a Parcel. If the courier attempts to Collect a Parcel and no one is available to hand it over to him, you may lose out on your booking and surcharges would need to be paid for the Failed Collection. The courier will note a land-mark when he tries to Collect or Deliver as proof of his attempt. Under all circumstances, this is to be treated as sufficient proof that the courier made every reasonable effort to Collect or Deliver the Parcel but was unable to do so due to reasons beyond his control.
  16. Two attempts to Deliver a Parcel will be made by our Couriers. The Courier is only liable to leave a Card (as proof that he was there) on one of the two occasions. The Tracking Information stating - Card Left - is to be accepted as sufficient proof that the Driver did leave a card - regardless if the Receiver happens to claim that no Card was left. If the second attempt to deliver the parcel fails due to someone not being available, the parcel will be held at the depot for 2 working days after which it will be returned to the Sender and all charges for the return will be charged to the Customer. Alternatively, the Sender/Receiver can collect from the Depot at which the parcels are held before the period of 2 working days lapses.
  17. The Courier may deliver the Parcel to anyone present at the Delivery Address and not necessarily to the person the Parcel is Consigned to. If no one is present at the Delivery Address the Courier may decide leave the parcel with a Neighbour hence preventing a Failed Delivery. We nor the Courier are to be held liable for either scenario under any circumstance.
  18. The Courier may leave the items at the Delivery Point without a Signature. The items might be left Outside the Delivery Point at a Safe Place. If this were to happen, no claims for lost parcels would be entertained. Also - though all our services are Door to Door , for some Areas in certain Countries, the Courier may require the item to be collected from their depot. We would not be able to partially refund the Carriage charge paid if this were to happen. Please enquire from us before sending your Parcel so we can advise whether or not the destination you are sending to is a Door to Door service.
  19. The Courier will only Collect From the Ground Floor of the Collection Premises. If the item is not present at the Ground Floor when the Courier tries to Collect, the Collection might fail and surcharges would occur for the Failed Collection.
  20. If a Collection or Delivery Fails due to an inadequate or incorrect address being provided by the Customer, the liability rests with the Customer and Surcharges may occur due to the Failed Collection or Delivery. The Courier is not liable to call the customer to obtain the correct Collection or Delivery Details. It is the Customer's responsibility to contact our Customer Services team and provide us with the correct address.
  21. The Courier will only Deliver To the Ground Floor of the Delivery Premises. If Customer refuses to accept delivery at the Ground Floor, the courier has the right to mark the delivery as failed and take the item back to the depot.
  22. If a Collection or Delivery takes longer than 2 minutes the Courier has every right to mark it as Failed.
  23. If Parcel that needs to be Collected/Delivered is difficult to carry by one person, help should be available for the Courier at the Collection and Delivery points, be it Manual Help or Mechanical Help (Fork Lift Etc). Such parcels are normally longer than 1.5m and weigh more than 20kg. If such essential help is not available the Courier may mark the Collection/Delivery as failed and relevant Surcharges may apply. If the Courier agrees to Lift/Handle such a Package on his own, you indemnify Us and the Carrier of any damage that the Package may suffer be it due to negligence or otherwise.
  24. The Courier would deliver the Goods to the entrance of the designated delivery address only (Ground Floor only). The Courier may help with taking the goods into a location inside the address at their sole discretion. In either scenario, if any damage is incurred to the property by the Courier during the delivery of the parcel, be it either through negligence or otherwise, We nor the Courier are to be liable to pay-out any compensation whatsoever in any circumstance.
  25. The Courier would collect the Goods from the entrance of the Designated Collection Address Only (Ground Floor). The Courier may accept to collect the goods from a location inside the address at their sole discretion. In either scenario, if any damage is incurred to the property by the Courier during the Collection of the Parcel, be it either through negligence or otherwise, We nor the Courier are to be liable to pay-out any compensation whatsoever in any circumstance.


Taxes, Duties and Customs Regulations


  1. The price quoted by our Company is for the provision of Transportation for your items only. All Taxes, Duties and other Customs Related Charges applied on Parcels Exported from the UK by the Customs Institutions of the Receiving Country are the responsibility of the Receiver. If the Receiver refuses to pay these charges they will automatically be billed back to the Sender along with any admin fees that we may incur. Our Admin Fees vary from time to time so please enquire from us for our latest tariff before sending a parcel. If the Transaction is Third - Party in nature such that the Customer is neither the Receiver nor the Sender, than all relevant charges would be billed to the Customer.
  2. All Parcels sent are scanned via X-Ray. If it is found that the Contents of your Parcel were mis-declared, the Parcel might be returned to you or destroyed (If it contains Prohibited Items). All Costs incurred to return or destroy your Parcel will be billed to the Customer and no refunds on Carriage paid will be awarded.
  3. The Value Declared for the contents of your Parcel should be realistic. If the Customs Authorities of the Receiving Country deem the Value declared to be fraudulent/inaccurate, fines might be applied to the Customer and there might also be delays in your Parcel being delivered. We are not to be held liable for any such delays under any circumstance and all penalties applied would have to be settled by the Customer.
  4. Documents upto 2.5kg in weight should be declared at zero value. If a value has been declared on them and they get subject to Customs Taxes and other Charges, We nor the Courier are to be held responsible. If the Consignment/Parcel being sent has value in excess of £4500.00, there might be delays due to want of additional documentation. We are not to be held liable for any such delays and no refunds can be given on the Carriage paid.
  5. All Taxes, Duties and other Customs Related Charges incurred on Parcels Imported into the UK are the responsibility of the Receiver. If the Receiver refuses to pay these charges they will automatically be billed back to the Sender along with any admin fees that we may incur. If the Transaction is Third - Party in nature such that the Customer is neither the Receiver nor the Sender, than all relevant charges would be billed to the Customer.
  6. All Customs Clearance is carried out by the relevant Courier's Agents. If the Customer would like to arrange Customs Clearance on their own, we would need to be notified of this before the Parcel is sent so that we can request the Courier in advance. If the Courier refuses to comply with handing over the shipment to the Receiver or his Agent for any reason whatsoever, we are not be held liable for any losses incurred due to this.
  7. We would only provide the Customer with a Profroma / Commercial Invoice which is the required document for Customs Clearance purposes for most goods that are Exported or Imported. If certain Countries require additional documents/licenses, we are not liable to provide these and it is the Customer who would need to provide these at his/her own expense and time. If Parcel gets returned back to sender due to the Customer's inability to provide all required Customs documentation, we will not be liable to refund the initial Carriage paid and will also charge the Customer a Return Fee due to the parcel being sent back to the Sender. We are not to be held liable for any advice that we may provide with regards to Customs Issues - even if it is found that such advice was incorrect or out of date.


Cancellations and Returns


  1. Customer is able to request a Cancellation of their Purchase latest a day before Collection is scheduled. If a Cancellation is accepted half of the original funds paid excluding VAT will be refunded. No cancellations can be offered if Customer requires their Purchase to be cancelled on the day of Pickup.
  2. If the Customer wants their Parcel/Consignment Returned to Sender once it has been Collected and is in Transit (that is it has not yet been Delivered), we can request this from the Carrier but donot guarantee for it to be returned. If the Parcel gets Lost or Damaged during the return, we are not to be held liable for any claims that may arise thereafter. Customer will also have to bear additional charges brought about due to the return.


Our Liability in Terms of Collection/Delivery Time Slots and Transit Times


  1. Apart from Timed Deliveries (Pre 9:00am, Pre 10:30am and Pre Noon) all services are Non-Guaranteed. For all Timed Deliveries, half the carriage will be refunded if item is not delivered on the time stipulated on the service.
  2. Collection and Delivery Dates are not accompanied with Money Back Guarantees. On rare occassions, Pickups and Deliveries donot take place on the date/time specified.
  3. We are unable to offer any financial compensation with regards to Loss of Business, Loss of Time, Loss of Mental Peace or any other Loss whatsoever incurred by the Customer due to the delays caused. We are also not liable to refund the original Carriage paid to for any delays at Collection or Delivery which are less than 5 working days long.
  4. Any delays in Collection or Delivery more than 5 working days in length which have occurred due to reasons beyond our control ( due to but not limited to Strikes, Acts of God etc) does not warrant a refund on the Carriage paid nor are we to be held liable for any Losses incurred.
  5. Services to certain Remote Areas, be they Local or International, might be subject to service downgrades. If a Premium/Timed Service has been bought in such a scenario - we would not be able to refund the extra paid. Please ask us before opting for a Premium/Timed Service to ensure it is applicable for your chosen delivery area.


Our Liability in Terms of Loss and Damage to Goods Sent


  1. Any item sent through our Services that is on the Prohibited Items list may be returned back to you or destroyed at our sole discretion. Any charges incurred in the destruction or return process will be charged back to the Customer. These charges vary from time to time depending on the item that was sent. No refunds will be given on the Carriage Paid. We would not be able to Refund any Insurance Premiums paid to us for Additional Insurance. The Contents of your package are neither Checked by Us nor the Driver who comes to collect. It is the Customer's responsibility to ensure no Prohibited Items are sent in their Parcel.
  2. Any item sent through Our Services that is on the Restricted Items list is sent at the Customer's risk. There is no liability whatsoever under any circumstance for any Loss or Damage that such Items may incur. No refunds will be given on the Carriage Paid. We are neither liable for any delays in Transit that may occur when Restricted Items are sent. We would not be able to Refund any Insurance Premiums paid to us for Additional Insurance. The Contents of your package are neither Checked by Us nor the Driver who comes to collect. It is the Customer's responsibility to ensure no Restricted Items are sent in their Parcel.
  3. For all other items Liability for Loss or Damage is as follows depending on the Service Purchased :
    • City Link - £20.00 per Consignment. Additional Insurance upto £1000 can be Purchased.
    • UPS - £20.00 per Consignment. Additional Insurance upto £1000.00 can be Purchased.
    • DHL - £20.00 per Consignment. Additional Insurance upto £1000.00 can be Purchased (For UK to UK and UK to Worldwide Services only).
    • DPD - £80.00 per Consignment. Additional Insurance upto £1000.00 can be Purchased.
  4. Any Additional Insurance purchased would only be paid out upto the value of the item sent. Hence if an item is worth £600.00 and Insurance for £1000.00 is purchased, only £600.00 would be paid in the event of a successful insurance claim.
  5. All Claims for Lost/Damaged Goods need to be placed through us. If any of our Carriers is approached directly, your claim with us will be rendered void and we will not be able to assist at a future date.
  6. If two individual boxes are taped up together as one and one of the boxes tears off and gets lost in transit, there will be no compensation paid for that one box whatsoever.
  7. The Compensation for Loss/Damage on offer is for the entire Consignment and not per Parcel. Hence if your Order enjoys £20.00 Loss/Damage cover, this amount is paid once for the whole Consignment and not on each Parcel sent under a Consignment.
  8. We offer no compensation for any Internal Damage that may occur to your item for e.g a T.V would Switch On before the delivery and once delivered it does not Switch On anymore.
  9. Apart from the amounts stated above, no compensation whatsoever will be offered under any circumstance for any Loss or Damage incurred to goods sent via our Services.
  10. Refunds for Carriage paid will only be provided when the Items have been declared Lost by the Courier. No Refunds for Carriage will be awarded in-case of Damage to the Items.
  11. If a Parcel gets damaged in Transit and the Courier feels it is hazardous to deliver (due to inadequate packaging or otherwise), it will keep it at its Depot for 3 working days after which it would be destroyed. It is the Receiver's responsibility to collect the item from the Depot at his/her expense and We will not be held liable for any expenses the Receiver will have to bear in such a scenario. We would not be able to offer any Refunds for Carriage in this scenario. The Carrier may also dispose of the Parcel immediately if it feels it poses a risk to other staff on grounds of Health and Safety. Surcharges may become applicable for destroying the items and these would be charged to the Customer. We nor the Carrier are to be held liable in any way or form if this were to happen.
  12. If Weight and Dimensions of Parcel are mis-declared, all Transit Cover be it Standard or Additional will automatically be rendered void.
  13. In order for a claim to be accepted for Damaged/Lost Goods, items need to be Signed For as DAMAGED or UNCHECKED on their receipt. If the items are Signed-For as Normal, we cannot process any claims. We need to be made aware of damaged goods within 1 calendar day of their receipt.
  14. If after inspecting the damaged goods, the Courier rules that the packaging used to protect the items was not sufficient, the Claim may be rejected out-right. The Courier's decision in this case would be final and cannot be disputed.
  15. If the Box used for your item is not Double-Walled and the item inside is not covered with sufficient padding such that item does not touch the edges of the box nor does it move inside the box - then all insurance claims for Damage to the item will be discarded immediately and We nor our Courier is to be held liable in anyway whatsoever.
  16. Any damage to Packaging Materials used to transport your goods is not covered under our Transit Liability. Hence if your items are packaged in a Suitcase, Briefcase, Bag etc and these experience damage during transit, no Damage Claims would be entertained to compensate for the associated loss
  17. If any Items are Missing (i.e. Lost) - we need to be informed of this within 2 working days of delivery being made. If the stated time frame lapses, we will assume that all items sent were delivered in full and no Claims for missing/lost items would be entertained at a future date.
  18. A Valid Purchase Invoice indicating the Value of Goods needs to be provided when submitting a claim for Lost and Damaged Goods. We cannot process a claim without this. No Screen Shots of the price of the item on other websites and similar means of information will be accepted for the Claims Process. For Goods Damaged in Transit, an estimate of repair needs to be provided from a specialist. If the item is not repairable this needs to be verified by a specialist in writing on their business letterhead. Pictures of the Damaged Parcel along with packaging needs to be sent to us as well. The Damaged Item along with all Inner and Outer Packaging needs to be available for inspection.
  19. The Maximum Compensation awarded for a lost/damaged Parcel would be no more than that Value of Goods declared by the customer at the time of purchasing the Service.
  20. Once a Claim is requested, all necessary documents for the claim as mentioned in previous Clauses must be submitted by the Customer to Us by raising a Ticket on our Website within 2 Calendar Days. If this period lapses and we have yet to receive the necessary documents, the claim will be discarded by Us and we are not to be held liable to provide any compensation at a future date.
  21. If for any reason, the Courier Companies we use refuse to provide compensation in accordance with the limits mentioned above, we are not to be held liable in anyway whatsoever.
  22. The Outcome of a Lost/Damage Claim can take upto 45 working days to materialize. This time-scale is an estimate only and we are not to be held liable if it takes longer than mentioned.


Terms and Conditions with Regards to Additional Charges being applied to your Payment Card


  1. All Goods sent via our company are re-Weighed and re-Measured by our Couriers. You confirm your agreement that in the event our chosen Carrier Weighs/Measures the goods sent to be Heavier or Larger than declared, you will pay us for any surcharges that we may incur. These charges will automatically be debited from the Payment Card you have used to buy our Services in addition to a £5.00 + VAT admin fee.
  2. The Weights/Measurements recorded by the Courier cannot be disputed under any circumstance. Mis-declaration of the Weight and Measurements of your Parcel might result in it being returned back to the Sender at an additional cost. No refunds would be given for the initial Order placed.
  3. Charges incurred due to Failed Collections, Failed Deliveries ( on 3rd and every subsequent attempt), Return of Parcel to the Sender, Destruction of Parcel due to reasons stated previously, Taxes and Duties incurred on a parcel and not paid by the Receiver and all other surcharges incurred by us during the provision of the purchased Service/Services due to no fault of our own will be charged to the Customer.
  4. If the Sender uses a Manual (Hand written) Airway bill / Shipping Document when they were advised to only use the PDF/WORD Version, there would be Surcharges applicable depending on what Service Level has been ticked on the form. Using a Hand Written Form without Our prior permission could also result in non-discounted rates being applied to your Order which would entail further Surcharges.
  5. If We permit the usage of a Manual Airway bill / Shipping Document by the Sender, it is the Sender's responsibility to ensure they choose the correct Service on the form depending on what Service they have bought from Us. If they are unsure of what Service they need to select, they should speak to Our Customer Services Team who would be able to advise accordingly.
  6. For all Same Day Deliveries, Driver will wait free of cost for a maximum of 10 minutes at Collection Point for Loading and a maximum of 10 minute at Delivery Point for Unloading. If the 10 minute barrier is exceeded, the Customer will be charged for the first free 10 minutes and every additional minute thereafter at £2.00 per minute.
  7. Courier Queen may apply Fines/Penalties to the Customer if it is noted that Prohibited Items have been sent via any of our Services.
  8. We will inform you of any surcharges via an Invoice sent by E-Mail. A 2 day notice will be provided before funds are to be debited from your account.
  9. Additional Charges applied by us are non-negotiable under any circumstance.
  10. If we are unable to charge your Payment Card with the relevant Surcharges that may have occurred, we have the right to hold onto your parcel till all dues are cleared or sell your parcel at our sole-discretion.
  11. If we are unable to charge your Payment Card with the relevant Surcharges that may have occurred and your Parcel has already been delivered, we have the right to procure the services of Debt-Collectors.


Our Right to Vary these Terms and Conditions


  1. We have the right to change our Terms and Conditions at any point and without notice. We recommend our Customers study our Terms and Conditions before placing an order and take a copy for their record. Any changes to Terms and Conditions will not be applicable to orders placed in the past.


Back to top