1. Who can use greenparcel?
Both consumers and businesses

2. What is the weight limit of the parcel service?
The maximum weight of any one parcel to travel on the greenparcel service is 30Kg for our UK services.

3. What happens if I send a parcel over 30kg in weight?
You are liable to surcharges on this extra weight. Please telephone our helpline on 0870 803 1772 for current surcharge information. These items may cause considerable delay and/or damage to both yours and other people’s parcels.

4. What are the size restrictions of the parcel service?
The maximum length of any one parcel to travel on the greenparcel service is 120x60x60cm.

5. How do I know if my goods are packaged adequately for the parcel service?
Use new cartons for parcel dispatches as second hand cartons become weaker the more times they are handled. Please remember to provide internal protection. Further advice on packaging is available. Visit our shop to purchase eco-friendly recycled packaging.

6. What are the item/product restrictions of the parcel service?
We will not accept the following items for carriage on our service: livestock, glass, ceramics, perishable goods, liquids, hazardous goods, explosives or dangerous goods. Please refer to our terms and conditions of carriage for a full list.

7. How can I maximize the chances of a smooth delivery with greenparcel?
A full written address or delivery label is essential, large capital text is preferred, placing extra emphasis on the postcode; this will prevent misroutes leading to late deliveries. Our parcel system is postcode driven. Also, please provide us with any telephone number you may have.

8. Will a package be delivered if there is nobody to accept it?
Deliveries only take place if a signature is available. This is why we are unable to deliver to a P O Box address. If there is nobody to receive the item the driver will leave a card and return the parcel to the local depot. Please contact us to re-arrange delivery.

9. What insurance cover is available on the parcel services?
Each parcel service offers insurance cover for loss or damage only up to the value of £100. Further cover up to the value of £500 can be purchased when making a booking. Please check each service definition for the cover available.

10. Where and how do i make a claim(s) for either loss or damage?
All claims MUST be sent via the greenparcel office by post. Any claim sent directly to the carrier will be rejected. You can find claim forms by clicking here

11. What happens if I send more parcels than declared online?
You must inform us within 24 hours. Any additional cost by the carrier will be passed onto the customer.

12. What is the time scale to submit any claims for loss or damage?
All claims MUST be in the greenparcel office within 7 days from the date of despatch. High Value goods claims must by processed within 3 days of date of despatch. Any claims for loss will require written confirmation from the receiving party that they have not received the item. If this is not submitted with the claim; the claim will be refused.

13. What if the receiver does not have time to check the contents for damages?
If the external packaging is in good condition then there should be no reason to sign for the package as damaged. A parcel that has sustained damages with no external signs of damage is due to poor internal packaging. No claims of this nature are accepted. If the parcels packaging is damaged please mark ‘damaged’ on the delivery note. Please be aware that packages marked ‘unchecked’ will not be accepted for a damage claim.

14. Should I retain the damaged item that I wish to claim for?
Yes. The item may be required for inspection or salvage.

15. How can I monitor the status of my package through its delivery journey?
You will be given a 12 digit ident number when the driver collects your parcel. Please be aware the greenparcel office will not have this number. This can be used to contact greenparcel via email tracking@greenparcel.co.uk or by calling 0870 803 1772.

16. Liability of signing for a parcel?
Once a parcel is signed for 'in good condition', it's contents can't be claimed for.

17. What documentation do I need to retain from the collection driver?
Please ensure that you receive a copy of the manifest when handing the parcel to driver at collection point. The parcel barcode number on this page is the only means of obtaining POD and is required to make a claim.

18. What happens if I miss the collection / pick up?
Please advise us of this as soon as you are aware, as we can reallocate the vehicle to collect the day afterwards of another day to suit you. We do charge for a recollection, the fee depends on the service booked. Please ask when contacting us regarding this missed collection.