FetchMy

Frequently Asked Questions

• Q How does it work?

  A

  We will pick up your suitcases, luggage and / or sporting equipment from your home, office or clubhouse, and have it delivered to your hotel, resort or any other destination, anywhere in the world.

  Using our quick and easy online booking facility, enter information about your required collection and delivery dates and addresses, then leave the rest to us. will arrange for everything to happen on schedule. It really is that simple.

  We work with globally recognised partners to ensure that your items arrive at your destination on time. Due to ’s reputation online, huge popularity and volume of orders handled, we are able to secure big-name express delivery services at discounted rates. You can check progress of your consignment via our track and trace facility on the website. This keeps you updated in real time. Alternatively, you can give us a call.

• Q Am I required to fill out a label / form ?

  A

   

  Once your booking is confirmed, we will send you an email confirmation containing a link to your outbound and return labels. These special barcoded labels known as an 'Airway Bill' ,  are used by our courier partner, DHL. Simply affix one to each item of luggage, place one inside each item of luggage and hand one to the collection driver.

  You may be required to complete some Customs entry forms ( For destinations outside of Europe ) or simple packing lists. We will supply these to you before collection of your luggage via the same link on the booking confirmation email. The invoice will be pre completed based on the booking information we take from you and the packing last will require you to complte simple details of what items you are sending. 

  Please ensure that all documents (packing lists, customs forms and Airway Bills) are handed to the driver who will put these in to an adhesive wallet upon collection. The driver will secure this wallet to your item.

   

• Q What do I need to do with the labels and paperwork?

  A

  We will email a link to all the required paperwork needed for the collection.

  Please put a label inside each item ( to assist with identification should outside labels detatch in transit ).

  Please attach a label to each item that is being collected. These need to be securely affixed in a manner so that they will not detach whilst in transit. We recommend where possible, laminating the labels and attaching using simple cable ties, especially for soft sided items. For hard sided items we recommend securing using tape etc. It is the responsibility of the sender to ensure labels are securely attached. 

  Please also hand a copy to the collection driver who will put this inside a clear adhesive wallet and also attach to the items.

• Q Can I track my delivery?

  A

  Yes you can. Using the unique waybill number shown on your labels, you can track the progress of your delivery at every step of the way. Please use the tracking tab on the homepage or alternatively, directly via the tracking tab on www.dhl.com Simply enter the waybill number in to the tracking box. 

• Q Do you collect on weekends?

  A

  We collect Monday to Friday only. For weekend arrivals, we aim to deliver in to resort on a weekday before you arrive.

  If you depart on a weekend, we ask you to leave your items with labels securely attached and any other paperwork we supply, at the collection point / hotel reception ready for collection on Monday after your departure. 

• Q What items can I send through fetchmyluggage.co.uk?

  A

  Whilst we specialise in the transportation of luggage and sporting equipment, we are able to assist in delivering all manner of items including bike boxes, diving equipment, ski boots, clothing, footwear, pushchairs, documents of a non-commercial or educational use, furniture and any other items classified as 'personal effects'.

  We can collect and deliver anything difined as personal effects. 

  For a list of restricted Items please refer to the link on our bookings page.

  We do not accept liability for Gifts packed in luggage.

   

• Q What items can I NOT send through Luggage?

  A

  Prohibited Items List:

  The following items (or any item similar in description or content) cannot be carried on any service. Any person sending such an item may be subject to their ordering being cancelled without notice:

  Aerosol Alcoholic beverages (Added 17/1/2009)

  Ammunition (Added 17/1/2009)

  Air bag (Added 18/06/2010)

  Air rifle

  Animals of any form (alive or dead)

  Baby milk to China without written authorisation from the Chinese government (added 16/11/2010)

  Battery containing liquid (Added 18/12/2009)

  Biological samples (Added 17/1/2009)

  Car batteries

  Car bonnet

  Car bumpers

  Cash

  Cheques

  Christmas crackers (Added 17/1/2009)

  Counterfeit currency (Added 17/1/2009)

  Currency (Added 17/1/2009)

  Dangerous goods

  Drugs (including prescription) (Added 17/1/2009)

  Filth, foul or disgusting material (Added 17/1/2009)

  Fire Extinguisher (Added 17/09/2010)

  Fish (live or dead)

  Fluid

  Gun

  Hazardous goods

  Human remains (Added 17/1/2009)

  Indecent, obscene or offensive articles (Added 17/1/2009)

  Infectious substances (Added 17/1/2009)

  Ink and toner cartridges - This applies to shipments leaving or entering mainland UK only not intra mainland UK collections/deliveries

  Juice Liquid Living creatures (Added 17/1/2009)

  Lottery tickets (Added 17/1/2009)

  Meat

  Money

  Negotiable intruments in bearer form (whether cash like or not) which includes but is not limited to blank or activated credit / cash dispenser cards, blank cheques, Lottery tickets, money or postal orders, pre-paid phone cards, tickets, travellers cheques, vouchers / tokens and unused stamps ) Oil Passport Perishable goods (all) Replica weapons Plant Rifle Settee Sinks (Added 09/05/2008) Sofa Stamps (unless franked) (Added 17/1/2009)

  Toilets (Added 09/05/2008)

  Water Weapons

  Windscreen (Added 15/12/201

  Wine

  Special Provisions: Banjo - maximum parcel compensation value for damages is £100, up to £1000 compensation for lost items. Banjos must be sent in a hard case. (Added 04/06/2007) Cello - maximum parcel compensation value for damages is £100, up to £1000 compensation for lost items. Cellos must be sent in a hard case. (Added 04/06/2007) Guitars - maximum parcel compensation value for damages is £100, up to £1000 compensation for lost items. Guitars must be sent in a hard case. (Added 04/06/2007) Violin - maximum parcel compensation value for damages is £100, up to £1000 compensation for lost items. Violins must be sent in a hard case. (Added 04/06/2007) Amplifiers - maximum parcel compensation value for damages is £200, up to £1000 compensation for lost items (Added 14/05/2010)

   

  No Compensation Items:

  The following items (or any item similar in description or content) can only be carried on a no compensation basis on any service. Any person sending such an item does so at their own risk:

  Amber (Added 17/1/2009)

  Antique beswick figures

  Bottle

  bottles

  Bulbs

  Camera

  Canvas Print (Added 19/07/2010)

  Car Door

  Car Panel

  Ceramic

  Ceramics

  chandelier

  China

  chocolate

  Clock

  Computer Monitor

  Concrete

  confectionary

  Crockery

  Crystal

  Delicate items (all)

  detergent

  Diamonds (Added 17/1/2009)

  Dinner service

  Dinner Set dinner/tea set

  Documents

  fibreglass

  Figurine

  Fishing Rods

  fish tank Food

• Q Does provide insurance cover?

  A

  Instances of loss or damage are rare. We work with the best in the business to ensure great care is taken when transporting our clients goods.
  
  In the unlikely event of loss or damage, can offer enhanced liability insurance through DHL Express. Premiums are based on 2.5 % of the value of the goods insured. Insurance is not included in our standard prices but please call us to discuss in more detail and to discuss your requirements in more detail.
  
  2.5% of the value of the goods with a minimum charge of £15.00, which will cover up to £600 GBP. If the insurance value is less than £600 then the premium will be £15.00, WHICH IS THE MINIMUM CHARGE.
  
  If the insurance value is more than £600 then the premium charge will be calculated at 2.5%. For example: £837.00 multiplied by 0.025= £20.93
  
  To calculate the insurance for any shipment you firstly need to know the insured or replacement value of the goods. Round this figure up to the nearest pound, e.g. £149.27 = £150.00
   
  This provides cover for luggage contents only (NOT LUGGAGE), upon the completion of the necessary claim form, and after thorough investigation into any such incident, for each delivery/consignment (whether single OR multiple pieces shipped). 

  Insurance does not cover against delays incurred due to adverse weather conditions, customs issues, acts of god, strike or civil war. Insurance is a policy providing cover against loss or damage only.

  
  Also, did you know that many airlines only accept sporting equipment on a 'Limited Release' basis, which can mean that you will receive no compensation for loss, damage or delay of your Golf Clubs, Skis, Snowboards or other items of equipment?
  
  recommends that clients always have adequate insurance when travelling.
  
  does not accept liability for certain fragile items including, but not limited to, electronic equipment, musical instruments, jewellery, antiques, incorrectly or inadequately packed items, gifts, artwork or any item that breaches our current Terms and Conditions or any Unacceptable Items (see 'Unacceptable Items' list on the Booking page).
  
  All claims MUST be made in writing via email to helpdesk@fetchmyluggage.co.uk within 7 business days, and any damage must have been recorded on the proof of delivery with the delivery driver, at the time of delivery. If you have any questions, please contact us via the Contact page OR by telephone to our General Enquiries department on 0845 519 1806.
  
  

• Q How can I maximise my chances of smooth delivery?

  A

  The vast majority of  services require a label to be printed off  before the completion of your order; this will ensure as smooth a delivery as possible. If you are using a service without a label or do not have access to a printer, a full written address or delivery label is essential which our collection driver will provide.

  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 so postcodes have to be 100% accurate to prevent delays.

• Q What do I have to do to prepare my items for movements involving non EU locations?

  A

  Upon confirmaion of your order, we will send you an email containing a link to barcoded courier labels containing all your collection and delivery information. There is one for outbound and one for return. Please affix these securely to each piece and the driver will scan these upon colllection. We also provide an invoice and a simple packing list which is a mandatory requirement for customs when receiving non EU shipments. Personal effects which have been pre owned in the UK do not usually attract tax and duty charges. As part of the booking process, we take certain information which is required to compile your invoice. It is important to enter information as accurately as possible and ensure you enter the correct value for your shipment. Please note : customs will not accept a value of zero for any shipments. All shipments must have a value. Please print and check your invoice prior to collection to ensure all information is correct and that the correct value of your shipment is shown.

   

• Q What do I have to do to prepare my items for Non-European collection?

  A

  If you are sending to or from any country which is not in the EU, eg USA, Australia, Russia then you must email us at helpdesk@fetchmybags.co.uk, an estimated value and a brief breakdown of what your suitcase contains (eg. Personal Belongings : - Used Clothes, Used Books, Used Shoes). You must be accurate as we will use this information to complete customs documentation, if your item is stopped and the contents does not match the documentation your item may experience severe delays or may even be seized by customs. will e-mail/fax/send you a personal effects form, once you have completed the form please insert it in your luggage pouch.

• Q What is the liability of signing for a package?

  A

  When you are signing for a package you are signing that the delivery has been ‘received in good condition’. Once this is signed, transit cover is then deemed void. 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 and is not covered. If the parcels packaging is damaged on delivery please mark ‘damaged’ on the delivery note. Please be aware that packages marked ‘unchecked’ will not be accepted for a damage claim.

• Q Where and how do I make a claim for either loss or damage?

  A

  Claims for lost or damaged items must be made in writing or emailed to us, within 7 days of the delivery day. These time frames are imposed by the Carriers we use and as such we aren’t able to alter this in anyway. You will be required to keep all original packaging in the event of a damage claim. Claims only apply to the luggage contents, and not the actual luggage/container, in all instances. Please direct any damage or lost items claims to Fetchmyluggage Services Limited or call us on 0845 519 1806. There are are specific deadlines and documents for claims which if not adhered to will result in claims rejections; we suggest you contact us within 3 days of any suspicion of loss or damage so we can best advise you. 

• Q What details do we require to submit a claim through ?

  A

  You will need to send a copy of the manifest which will have been left by the driver when the package was collected, a receipt/invoice relating to the cost of the parcel and a claim form with all details and a brief version of events. This is stipulated by our Carriers and for this reason we can’t accept incomplete claims. Please contact us immediately about any uncertainty with claims.

• Q Should I retain the damaged item that I wish to claim for?

  A

  Any item that is being claimed for against damage MUST be kept as there may be a requirement to inspect the item for inspection or for salvage; the item needs to be kept until the claim has been settled.

• Q Will a collection / Delivery take place if there is nobody at the address?

  A

  Collections and deliveries only take place if a signature is available. There must be somebody available to sign for goods being collected or delivered.

  We cannot accept PO Box addresses. If there is nobody to receive the item the driver will leave a card requesting a call to arrange redelivery. You can contact the depot on the card but if there is not a number available please contact us at  helpdesk@fetchmybags.co.uk. It’s important that you make contact ASAP as the depot will only hold goods for around 3-4 working days before it is returned to sender and additional charges will be imposed to resend the item.

• Q Why do I need to register in order to make a booking?

  A

  By registering with us your collection details appear whenever you make a booking, thereby saving you time. Your information is held securely at all times.

  Under the Data Protection Act, we are registered with the Information Commissioner’s Office. This is the UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.

• Q Do you collect and deliver Parcels?

  A

  Yes, we collect and deliver parcels. Please enter the relevant weights and dimensions of your parcel via the luggage quote section of the website or alternatively call us on 0845 519 1806. If you have requirements for multiple parcels, large weights or any other specific requirements, please call us and we will ensure we provide a suitable solution for you. 

• Q I need an URGENT delivery! What can I do?

  A

  Please contact by telephone 0845 519 1806  and speak with one of our Customer Service Team or email us at helpdesk@fetchmyluggage.co.uk

   

• Q What happens if my delivery order is delayed?

  A

  Due to ’s ability to "flag" orders that may have fallen behind schedule, and take corrective action, delayed orders are a rare occurrence, but sometimes despite our best efforts they can still occur. If an order is delayed we will provide support and make arrangements to minimize any impact to your travel experience. If you are still unsure please refer to our Terms & Conditions page.

• Q What happens if my delivery order is damaged?

  A

  Claims for lost or damaged items must be made in writing or emailed to us, within 7 days of the delivery day. These time frames are imposed by the Carriers we use and as such we aren’t able to alter this in anyway. You will be required to keep all original packaging in the event of a damage claim. Claims only apply to the luggage contents, and not the actual luggage/container, in all instances. Please direct any damage or lost items claims to Fetchmyluggage Services Limited or cal us on 0845 519 1806

• Q Why can I not see certain destinations available for luggage delivery?

  A

  Certain countries have very strict controls as to what they allow to be imported via our logistics network, textiles (clothing) being one such item. These countries require textiles (new and used clothing) to be held for lengthy periods of time within Customs storage facilities, which can lead to unacceptable delays in delivery.

  Certain counties are ‘sanctioned countries’ and as such we are not able to send or receive goods to / from these countries.

• Q Are there any cancellation fees?

  A

  will charge a cancellation fee, to cover administrative charges, of £15.00 for UK to UK movements and £25.00 for collections / deliveries involving international destinations. If the order involves return delivery, the cancellation charge will be applied each way and will be doubled. ie £30.00 for cancellation of a UK to UK return delivery and £50.00 for cancellation of an international return delivery

• Q What are the expected delivery times?

  A

  UK delivery times are next day for all regions except Scottish Highlands and serviced offshore islands (which is 2-3days).

  Delivery to European destinations is 3-5 days. Non Eu deliveries require a minimum of 3-7 business days, depending on how far the delivery location is from the UK. 

  USA mainland deliveries (from UK) are 2-3 days and all other global zones are 7-10 business days.

  Return deliveries may sometimes require additional 1-2 days for Customs clearance procedures. All deliveries are based on business days and do not include the day of collection or weekends.

  Weekend collection and delivery is not currently available for International deliveries.

• Q What is an airway bill?

  A

  An airway bill is a paper ticket containing your collection and delivery details as well as a unique tracking number. Should you wish to make a note of the tracking number you can access an update of your shipment by visiting the on-line tracking system.

• Q How far in advance should I place my booking?

  A

  We accept bookings up to 365 days in advance.

  We recommend booking as early as possible to allow us the required number of days for transit time.

  If your collection is within the UK we can arrange for uplift the next business day.

  For the EU we recommend booking at least 6 Business Days* prior to your required luggage collection date; for other worldwide collection addresses we recommend making your booking at least 14 Business Days* prior to your luggage collection date.
  
  also requires a luggage collection date at least 1 business days prior to your date of travel for UK destinations, 2-4 business days prior to your date of travel for EU Priority destinations, 2-6 days for EU Economy Destinations. and 6-10 business days for other destinations. Collections for your return journey will be made on the next working day after your day of departure from your resort, hotel or villa and will arrive back to your designated address within 3-4 business days. Wherever possible, we reccomend sending luggage and sporting goods as far in advance as you can.

   

  *Service options may vary by availability and location, please contact us if you are unsure. Weekend services are not currently available.

• Q Do you deliver bicycles?

  A

  Yes we do. All bicycles MUST be in a bike box, with wheels, saddle and pedals removed and the handle bars in line with the frame. Please access the luggage quote section of the website and enter the weight and dimensions to obtain a qoute. 

• Q How do I pay ?

  A

  You may complete your booking online, via our ultra secure payment facility ( 3D secure – verified by Visa & Mastercard secure code ) OR telephone our General Enquiries department on  and our team will guide you through the process. We accept all major cards, Visa, Electron, Solo etc.

  If you experience any issues, we may complete the booking on your behalf and arrange via alternative methods. 

   

   

• Q Does the weight of my bag(s) or travel case(s) matter?

  A

  Yes you must enter an accurate weight and dimensions on the bookings page, your item will be weighed and checked at every depot as it travels, if more than one depot flags up your bag is heavier or larger your payment card will automatically be charged the an additional cost. We are in the business of saving you money not charging extra so we ask all customers to carefully measure and weigh their items.

  We allow up to 15kgs for a single Ski or snowboard bag (including poles) and 25kg for a double ski or snowboard bag containing two pairs of skis or boards and poles.  (measured against Burton Snowboard bag), We also allow up to 15kgs for Pushchairs.

  We categorise golf club bags in two sizes. Standard and large.

  For standard we allow 18kg weight allowance and max dimensions of 130 x 40x 35cm
  For Large we allow 22kg weight allowance and max dimensions of 132 x 40 x 35cm

  When sending suitcases, it is very important that you provide the accurate weight and dimensions of each piece. 

  NB: Although rare, sometimes the dimensional weight of an item can exceed your specified weight allowance.

  Volumetric weight can be calculated by using the following formula - width(cm) x height(cm) x Length(cm) divided by 5000.

  Please note that maximum size of any luggage item is 30kgs per piece (whether in actual weight or by volumetric weight. )

  If any of your items exceed the stated weight and / or dimensions that we indicate for each type of bag, please call us and we can generate a quote based on your specific requirements.

  Please call us on 0845 519 1806 if you are unsure and we will supply you with the rate for that particular piece. For more information please see our Terms of Use Agreement.

  Our courier partners check weigh and measure each item before it travels through the network. Excess weight is charged at £25.00 per kilo for International deliveries and £15.00 per kilo for all UK Domestic deliveries (plus VAT where applicable)

• Q I'm sending my luggage and sports equipment to a hotel, villa or resort. Where do I specify the name of the hotel, villa or resort?

  A

  Enter the name of the hotel, villa or resort you’re staying at in the 'Address 1' field of the destination section. Enter your name in either the 'Special Instructions' field or in the 'reservation reference' (if you do not have a reservation number to quote), followed by the word “Guest”, (i.e. Guest J Brown). Do not use commas, or other punctuation marks.

• Q Should I secure my luggage?

  A

  Always have your own identification tag on each bag/travel case. For added protection, also place identification inside each bag/travel case. Secure closed bags/cases with a lock or plastic zip tie if travelling within the EU (the key MUST be attached to the outside of the case and clearly marked for Customs requirements AT ALL TIMES). Regarding sporting equipment (Ski's, Snowboards or Golf Clubs) if you are using a soft-sided case or nylon travel bag, place some padding around your items (please use non essential items), but be careful not to overstuff.

• Q Should I use clothing or other items as padding my sports equipment?

  A

  Whilst this may seem like a good idea it would be more sensible to ‘pad’ this type of equipment with more ‘non-essential’ items. Do not, for example, use ski jackets or other clothing for this purpose. Be careful not to overstuff bags or soft-sided cases as this can cause problems in the shipping process and increase the weight allowance, for which you will be charged.

  NOTE: cannot accept liability for the loss, damage or delay of clothing packed with sports equipment.

• Q Do I need to weigh and measure my bag / box?

  A

  Yes you must enter an accurate weight and dimensions on the bookings page, your item will be weighed and checked at every depot as it travels, if more than one depot flags up your bag is heavier or larger your payment card will automatically be charged the an additional cost. We are in the business of saving you money not charging extra so we ask all customers to carefully measure and weigh their items.

• Q Will I need to pay customs duties and charges?

  A

  99% of our customers will have no local customs charges, duties or VAT to pay. If you are sending from the UK to within the EU you will not be required to supply information to complete customs documentation. The reason why most customers sending worldwide have no duty to pay is because they are sending their own personal belongings. If you are sending to a non EU country we will ask you what you are sending and what the value is, we will enter this on the customs documentation, normally customers sending personal belongings will have no extra costs, however if local customs decide a charge is applicable the customer is responsible for paying this. If you are sending to a non EU country we highly recommend you seek advice from that country's customs and border website on what you can and cannot send and what value and classification of items they will let pass without charges.