Frequently Asked Questions About Domestic & International Delivery


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ILG delivery and shipping frequently asked questions answered by logistics experts

How much will my shipment cost?

Delivery prices 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 by logging into your account. You can do this for shipments from your address, as well as imports and shipments from another UK address. You can save your quotes and confirm them at a later date to proceed with the booking.

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 shipments will contain a tracking number and have full traceability. There aren’t any weight limits however surcharges may apply for larger pieces.

Which carrier will my consignment be travelling with?

We use a variety of different delivery suppliers and agents to ensure we are offering the best prices and service available at the time of shipping. Each shipment travels with one of our preferred partners and the selected carrier will be visible online when you select the shipping service.

Can I change the selected carrier?

If you or your customer has a requirement for a shipment to travel with a particular carrier, please contact us and we will usually be able to accommodate this and provide amended shipping labels.

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. Your online portal also allows you to run dispatch reports and view any outstanding shipments. If you have any enquiries regarding tracking your order, please contact the ILG Customer Service Team.

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

In some cases, the need may arise where a physical copy of a driver’s run sheet or the recipient’s signature is required. In such cases you will need to speak to the ILG Customer Service Team so that we can obtain this for you directly from the supplier.

What is the difference between Economy and Express delivery?

The Express service is the quickest delivery option. When booking online this will be shown as the Global Courier option. The Economy service is slower and this can be booked using the European Road option.

Why are some countries listed as ‘quote only’ for delivery?

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 ILG Customer Service Team for a quote and availability. They currently include Iran, Iraq, Sudan, Syria and Cuba.

Can I arrange for a shipment to be collected from an alternative address?

Quite simply yes! You can arrange any third party bookings or imports via your ILG account online. These can be delivered back to your own address or to a different address. If arranging a shipment to be both collected and delivered in another country, this is not currently possible online so please contact the ILG Customer Service Team for assistance.

What is a domestic consignment?

A domestic consignment is a term used within the courier and freight industry to describe a shipment movement within the UK.

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-noon as well as a dedicated same day option upon request. Please refer to the online booking portal for timed services or the ILG Team for a quote for more specialised requirements.

Can I book a same-day delivery in the UK?

We use a number of preferred agents to provide same-day services. Please contact ILG Customer Services with your requirements and we can advise on pricing and make the necessary arrangements.

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

There is no limit, however there may be surcharges applicable or restricted services available for larger shipments. Please refer to your Accessorial Charges for the latest surcharges. If you are sending one piece over 70kg it may be more cost effective to ship via a freight service instead. Please contact the Freight Team at freight@ilguk.com for more information and quotes. If your shipment is over 30kg the collecting driver will need assistance loading this onto the van.

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. These exclude any time taken to clear through the relevant customs processes providing these are shipped outside of the EU. Transit time are for guideline purposes and may be affected by remote areas, operational delays or other factors.

Does transit time include weekends or public holidays?

Transit time is based on working days and does not include weekends or public holiday. If you would like your goods to be delivered on a Saturday, please select a Saturday service at the time of booking.

How do I make a claim if something is lost or damaged?

Please contact us as soon as possible if a delivery has been either lost or damaged. Our carriers have strict time limits to notify them of our intent to claim, and claims will be rejected if submitted outside of these. In all instances we will need copies of both your purchase and sales invoices. For damage, please ensure that your customer signs for the parcel at the time of delivery as “Damaged”. In addition to invoices, we will also require photographic evidence on the damage, as well as the internal and external packaging to process a claim. The goods will also need to be available at the delivery address for inspection by the claim assessors.

Can I have a timed delivery outside the UK?

We are able to deliver to a number of destinations on timed services, from a pre-09.00, pre-10.30 or pre-noon. Please contact 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 non-document consignment travelling outside the EU. These invoices can be either in the form of a Pro Forma or a Commercial invoice. You should attach 3 copies to the parcel inside a sealed documents enclosed wallet, and give a separate copy to your collecting driver with the carrier tracking number clearly stated on it.

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 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. It is advisable to enter these on the invoice and these can be found at https://www.gov.uk/trade-tariff

What other information is needed on the invoice?

The more information you can provide on the invoice the better, as this can help with smooth customs clearance. Invoices should always include full consignee address and contact details, true value of the goods (0 will not be accepted) and a full description as a minimum (avoid vague descriptions such as samples/gifts). Additional information such as country of origin or shippers EORI number are also useful.

I have booked my shipment on the online booking portal. What do I need to put on the box/envelope?

When you complete your booking online you will be provided with the carrier shipping labels which must be printed and securely attached to the parcel. These are required for all shipments and can lead to delays or returns if the correct labels are not applied. If shipping outside of the EU, please also follow the above information relating to invoices.

What is the DHL Waybill Doc?

When DHL is the selected carrier, your DHL shipping labels will print as well as a DHL Waybill Doc. Only the shipping labels should be affixed to the goods. The Waybill Doc should be handed to your collecting driver separately, with the invoice attached to it if required.

What is an EORI number?

To move goods into or out of the EU you need an Economic Operator and Registration Identification (EORI) number. HM Revenue and Customs (HMRC) uses this number to identify you and collect duty on your goods. You may have increased costs and delays if you do not get an EORI number. For example, if HMRC cannot clear your goods you may have to pay storage fees. For more information and to apply please visit https://www.gov.uk/eori

What is a EUR1 form?

An EUR1 form entitles originating UK or EU goods to lower import duties, usually zero in certain countries. Please contact our Customer Service Team for further information including pricing or to obtain this document.

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 including pricing or to obtain this document.

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 produced. Please contact our Customer Service Team for further information including pricing or to obtain this document.

How is Duty and Tax calculated?

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.

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. Selecting this option will also incur an administration fee. Please refer to your Accessorial Charges for the current price. This is only available to certain destinations so please check with the ILG Customer Service Team to see if your destination country offers this service.

What is DAP?

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

Are my goods insured?

We operate to BIFA 2017 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 £1.00 / £1.10 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 certain international destinations as long as you have a contact name and valid telephone number for the receiver. Please contact our Customer Service Team for further information.

Can I send batteries?

You can ship lithium ion batteries as long as they are within equipment, and there are no more than 2 batteries per box, and a total of 4 per consignment. If shipped in this way these are not classified as dangerous goods and require no dangerous goods labelling or paperwork. For any other battery shipments please contact the Customer Service Team with a copy of the MSDS (Material Safety Data Sheet) and full shipment details.

What is an MSDS?

This stands for Material Safety Data Sheet and you will be able to obtain this from the manufacturer or supplier of the goods. This provides us with specific information to classify whether a shipment is deemed dangerous goods and if there are any shipping restrictions.

Can I send Dangerous Goods?

We are able to offer shipping solutions for most Dangerous Goods shipments. Please contact the ILG Customer Service Team in the first instance and our team of Dangerous Goods Experts will be happy to help. We will need a copy of the MSDS, along with collection and delivery address details, quantity of dangerous goods to be shipped (i.e. kg or ml) and the service this is to be sent on.

Do you offer freight services?

We have a dedicated team to assist with all freight shipments, and they can arrange Sea, Air, Road and Rail freight. Please contact them at freight@ilguk.com with details of your requirements.

What is a stackable pallet?

If a pallet is stackable, it can be stacked on top of other pallets as well as having other pallets stacked on top of it. If this is not the case, please ensure you advise the team your pallets are non-stackable at the time of quoting so we can provide an accurate price.

How do I obtain a pallet quote?

We can arrange domestic and international pallet shipments. These are quoted on an ad-hoc basis, and we will need to know the collection and delivery address, weights and dimensions, and whether the pallet is stackable in order to provide a quote.

I have a heavyweight shipment. What is the best way to send this?

Our team of Freight Specialists are here to help if you need guidance on the best way to ship your heavyweight consignments. Let them know your requirements and they will be able to advise on the best shipping methods, taking into account factors such as transit time and cost. Contact them at freight@ilguk.com for assistance.

Can I arrange a dedicated service within Europe?

Our Freight Specialist will be able to arrange dedicated vehicles to collect your goods and deliver to a European location. Please contact the team at freight@ilguk.com for more information.