Last updated: 29 October 2026
This policy explains cancellation, refunds and charges for services that have already been performed.
Cancelling before collection
Contact us in writing as soon as possible with your tracking code. If the shipment has not been collected and no third-party costs have been committed, we cancel it free of charge and refund any payment received.
Cancelling after collection
Once a shipment has been collected, third-party charges are usually already committed. Where the goods can still be returned to you, we refund the difference between what you paid and the documented costs already incurred. Those costs are itemised on your invoice.
Services already performed
Freight, handling and customs charges for transport that has already taken place are not refundable. Insurance premiums are refundable only where the insurer allows it — this will be stated in writing if you have insured a shipment.
Failed or refused deliveries
If delivery fails because nobody is available, because documentation is missing, or because the goods are refused at destination, the shipment may be returned or re-delivered at additional documented cost.
Damaged or lost shipments
Report the issue as soon as it is discovered with your tracking code and photographs. We will investigate with the carrier and, where insurance was documented for the shipment, support your claim with the insurer.
How refunds are paid
Refunds are returned by the original payment method once the shipment is confirmed cancelled or returned. Last updated: 29 October 2026.