Safety & Delivery Guidance

Before you book

• Confirm the correct collection and delivery postcodes, addresses and contact names.
• Provide accurate dimensions, weight and item count so we can match the right vehicle.
• Mention anything unusual: fragile contents, urgent timing, tail lift requirements or restricted access.
• Check that someone will be available at both ends within the agreed window.

Packaging your goods

• Use strong, double-walled cartons for boxed items, and avoid reusing damaged boxes.
• Fill voids with bubble wrap, foam or kraft paper so contents cannot shift in transit.
• Seal boxes with quality parcel tape across all seams.
• Wrap fragile items individually and clearly label the outside as “Fragile”.
• For pallets, shrink-wrap securely and ensure goods do not overhang the edges.
• Remove or cover any old shipping labels to avoid confusion.

Items we cannot carry

For the safety of our drivers, your goods and other customers, we do not carry:

• Illegal goods, controlled substances, weapons or ammunition.
• Cash, bullion, precious metals or jewellery above ordinary value.
• Live animals or human remains.
• Hazardous goods such as flammable liquids, gases, corrosives or explosives, unless agreed in writing.
• Perishable goods, unless specifically agreed in writing.

On the day of collection

• Have goods ready and accessible at the agreed collection point.
• Provide loading assistance for heavy or awkward items where appropriate.
• Share any access notes (loading bays, gate codes, parking restrictions) ahead of time.
• Keep your phone available so we can call if anything changes.

At delivery

• Ensure a responsible adult is available to receive and sign for the goods.
• Check items on arrival and note any visible damage before signing.
• Where requested, proof of delivery can be provided by signature, photo or both.

If something goes wrong

Please contact us as soon as possible. Notify us in writing of any loss, damage or delay within 7 days of delivery (or the expected delivery date), with full particulars within 14 days, as set out in our Terms & Conditions. Our team will work with you to resolve the issue quickly.