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FAQ's

How much will my shipment cost?

This will depend on the size and weight of your shipment, where the goods are going to and how fast you want the goods to arrive all have a factor in calculating the cost for delivery. With this information you can obtain a quote online or through our Customer Service Team.

Can I get my parcel collected?

If you have an account with us and wish to send out a consignment then we will collect your parcel from you at your pre-agreed collection time once booking has been made. Cut off times for same day collection will depend on your location.

What is the difference between Global Mail and Global Courier?

Global Mail is the most economic way of sending out small letters and packs. There are various weight limits for this service and predominantly all of the shipments do not have a tracking number, which means they cannot be traced. All Global Courier shipment will contain a tracking number and have full traceability. There aren’t any weight limits for this type of service.

Which carrier will my consignment be travelling with?

We use a number of different suppliers and agents to ensure we are offering the best prices available at the time of shipping. Each shipment travels with one of our preferred partners and this information is available by talking directly to one of the Customer Service Team members.

How do I track and trace my shipment?

Unless your consignment is going on a Global Mail service or via a Global Freight Forwarding network then your shipment will have a tracking number assigned to it. This tracking number will be linked to your shipment where you can either use this directly on the agents website or alternatively through our online Track and Trace Facility. If you have any enquiries regarding tracking your order please contact the Customer Service Team.

How do I obtain a hard copy (Print on Demand) POD?

Most information is stored so that people can access it online. In some cases the need may arise where a physical copy of a driver’s run sheet or the recipients signature is required. In such cases you will need to speak to the Customer Service Team so that we can obtain this for you directly from the supplier.

What is the difference between Deferred and Express?

Express is the quickest delivery option often sent via a Global Courier service whereas Deferred generally takes longer for the goods to arrive and would be in most cases an European Road Service

Why are some countries listed as ‘quote only’?

To certain countries, primarily those that are either war torn or for political reasons delivery is somewhat difficult our services are restricted. For those listed as such in our zone guide please call the Customer Service Team for a quote and availability. They currently include Iran, Iraq and Cuba.

Can I arrange for a shipment to be collected from an alternative address and returned back to my location?

Quite simply yes! Please either call or email the ILG Team who will be able to arrange this collection for you.

Can I book a forward collection?

A forward collection is a consignment that is collected from a remote location to be forwarded on to another location. Again this is possible by means of the ILG Team - please email or phone through the collection / delivery details along with pieces and weights and we will be happy to organise this for you.

What is domestic?

Domestic is a term used by the courier and freight industry for shipments travelling within the UK.

What is a next day service?

A next day delivery service is exactly that! When collected day 1, a consignment will be delivered day 2 - any time up until 17.30 hours. This does not include weekends, so any consignments shipped on a Friday, will be delivered the following Monday.

Can I book a timed delivery in the UK?

We have a wide range of specialist timed services available from a pre 09.00, pre-10.30 or pre-mid-day noon as well as a dedicated same day option upon request. Please refer to the web for timed services or the ILG Team for a quote for more specialised requirements.

What is the maximum weight I can put into a box?

The maximum actual or volumetric weight that can be packed into any one box is 30kg. Any shipments over this weight that cannot physically travel in more than one box should be classed as a pallet. Please check with your Customer Service Team on available services as your tariff may not cover this option.

What is volumetric weight? How do I calculate the dimensional weight of my shipment?

Volumetric weight, also known as Dimensional weight, is calculated by multiplying the height x width x length in centimetres of each parcel within your consignment. If the shipment is going via air courier simply divide this figure by 5000 and if the shipment is going via road divide by 4000. You then round the total up to the next whole kg and if this figure is greater than the actual weight you will be charged on the dimensional (as opposed to the actual) weight of the consignment.

Why do I need to put my dimensions in on the booking?

The dimensions of your parcel need to be detailed at the time of booking to determine if the dimensional weight is greater than the actual. If the dimensional weight is greater than the actual weight you will be charged for the former.

What does transit time mean?

Transit time is the amount of time a consignment takes [in working days] to be delivered

Does transit time include weekends or public holidays?

Transit time is based on working days and does not include weekends or public holiday.

How do I claim for damages?

You need to ensure that you sign for the parcel at the time of delivery as “Damaged”. You will then need to contact the Customer Service Team who will issue the necessary forms for you to complete your claim.

What is a UK four way pallet?

A pallet accessible with equipment from all four sides.

Can I have a timed delivery into Europe?

We are able to deliver to virtually all capital cities in Europe by 09.00am on our ILG Global Pre-9am service or Pre-Noon on our ILG Global Pre Noon service. Please call Customer Services to confirm service availability to your destination.

When does a consignment need to be accompanied by an invoice?

You will need an invoice for any consignment travelling outside the EU that is non documents over 5kgs. Documents over 5Kgs will need an invoice outside the EU. These invoices can be either in the form of a Pro Forma or a Commercial invoice.

What is a Pro Forma invoice and when would I need to send this?

If the goods that are being shipped have already been paid for by the consignee prior to them being shipped, the consignor is required to provide a Pro Forma invoice. This shows the amount paid in order that the receiving authorities can appropriate duty and tax in line with the value and commodity code.

What is a Commercial Invoice?

These are invoices travelling with goods that have been sold. They are used in exactly the same way as Pro Forma invoices for customs purposes.

What is a Customs Invoice?

This is an invoice that is used by customs to determine the amount of duty tax to apply to the shipment if the goods are travelling to a Non-EU destination.

What is a Commodity Code?

Every product is assigned a commodity code by Customs & Excise. This code denotes the level of duty payable against the product to the receiving customs authorities. This code and therefore the level of duty may change from country to country and varies by product.

What is a EUR1 form?

An EUR1 form entitles originating UK or EU goods to lower import duties, usually zero in certain countries.

What is an ATR form?

This applies to Turkey only and is a form that enables your customer in Turkey to claim preferential rates of duty on goods imported. Please call the Customer Service Team should you require more information.

What is a Certificate of Origin – ‘C of O’?

A C of O is a document signed by the exporter and must be witnessed by an agency such as the Chamber of Commerce. This is required by certain countries and almost all of the Middle East countries and certifies the country of origin. A C of O does not necessarily relate to the country the goods are shipped from, but rather the country where the goods are actually produced

How do I calculate duties and taxes?

Every product shipped through the freight and courier network falls into a category and has a “tariff code” assigned to it. This tariff code has a percentage linked to it that is used by Customs to calculate the duty taxes to be applied. The percentage is used on the entire shipment value and freight costs associated with the shipment.

How can I pay for duties and taxes?

If available to the destination, then there is a fee to be paid for selecting either DDP or Free Domicile service in addition to the taxes that are levied by customs, which are invoiced upon receipt of the customs charge.

What is DDP?

DDP is a term used in the freight and courier industry and means “Delivery Duties Paid”. This service enables the shipper to pay for any duties and/or taxes that are levied by local customs as opposed to the receiver. This is only available to certain destinations so please check with the Customer Service Team to see if your destination country offers this service.

What is DDU?

DDU is a term used in the freight and courier industry and means “Delivery Duties Un Paid”. This can also be known as DAP “Delivered at Place”. This is when consignee (or the receiver) is billed the duties and taxes relating to the shipment upon arrival in to the destination country.

What is free Domicile?

This is when both Duties and Taxes are billed back to the shipper as opposed to DDP when just the duty is billed back to the shipper.

Are my goods insured?

We operate to BIFA 2005a terms and conditions, which mean your goods are covered on a limited liability basis. All claims are settled using a measure of value called an “SDR” this stands for “special drawing right”. This is a standard measurement that the freight industry uses based on the weight of the item to appropriate a nominal value we would compensate you for in the event of loss or damage whilst in storage or transit. The value of an SDR fluctuates but is normally around £0.80 / £0.85 per kilo. Alternatively you can select to add insurance to your shipments to provide extended liability to cover the value of the goods whilst in transit. For more information on Insurance please speak to your Customer Service Team.

Can I ship to a PO Box address?

Unfortunately we are unable to deliver to PO Box addresses within the UK, however we can send to International destinations as long as you have a contact name and valid telephone number for the receiver. Sweden is one destination exempt from this.

What is the difference between European Road and Global Export?

Global Export is the quickest delivery option often sent via an Air service whereas European Road generally takes longer for the goods to arrive and would be in most cases a road service