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Terms & Conditions

Please read these terms and conditions carefully before placing an order on our site. They govern the use of our website ( and any of the services provided by Super Postie Ltd. They also detail the exclusions, prohibited items and limitations of our liability to you and affect your rights and liabilities under the law.

Please note that certain items are prohibited and cannot be sent by any of the services which we offer.

You can check the list of prohibited items here:

Except with the express consent in writing of an authorised officer of Super Postie, Super Postie will not carry, and reserves the right to refuse to deliver any of the items below and may declare them unacceptable for transport:

*Currency, Money Orders, Travellers Cheques, Stamps, Antiques, Works of Art, Plants, Jewellery, Animals, Precious Stones, Pharmaceuticals, Drugs, Foodstuffs, Precious Metals, Liquor, Tobacco, Perishables, Bullion, Firearms, Explosives, Negotiable Instruments in bearer form, Cashiers Cheques, Lewd, obscene or pornographic materials, Industrial Carbons and diamonds, Batteries
*Articles restricted by IATA, including hazardous or combustible materials prohibited by any federal, state or local government of any country from to or through which the Shipment or Post may be carried.
*Any other items from time to time notified by Super Postie to be a prohibited item in accordance with this paragraph

If you agree to these terms and conditions then you should click the tickbox 'I agree to the terms and conditons' and you can proceed with your order.

If you do not agree with these terms and conditions then you should not click the tickbox and you should not proceed with your order.

Standard Terms of Contract

1. Definitions

"The Company, Us, We or Our" means Super Postie Limited (a company registered in England and Wales under number 9202566) whose registered office is at Charlotte House Stanier Way, The Wyvern Business Park, Derby, Derbyshire, DE21 6BF
"The Carrier" shall refer to DPD, TNT, DHL, Royal Mail and any other Carrier The Company may use from time to time.
"Customer or you" shall refer to the individual or entity that has registered for an account on the Company's website and has ordered the Company's service using that account.
"The Consignee" shall refer to the delivery recipient at the delivery address.
The Company shall process any orders made by the Customer in accordance with these terms and conditions, acting as a reseller for The Carrier.

2. Our Obligations

We provide transportation services which are carried out by independent carriers.
A transportation as economical and fast as possible is achieved by standardised operations. The parcels are transported as consolidated shipments and sorted and transported within the depots and reloading points with automatic conveyers.
The parcels are scanned regularly when received at the outbound depot, when running through a reloading point, when received at the inbound depot, at the transfer to the delivery driver as well as upon delivery to the consignee.
We have the right to change any service(s) which have been purchased to comply with any applicable law or safety requirement and we shall notify the customer with such changes.
We warrant that the service(s) will be provided using a reasonable level of care and skill
Compliance with the estimated time of delivery is not guaranteed.
The Customer shall be responsible to ensure that the correct Goods are available to be collected by the Carrier from the collection address on the scheduled collection date. The Customer should ensure that they or a trusted representative are physically present at the time of collection.
The Carrier shall carry out a maximum of two delivery attempts.
The Customer agrees that after a first unsuccessful delivery attempt, the delivery may be carried out against the signature of a neighbour or of a person present at the business or household.
As proof of delivery the printout of the digitally available signature of The Consignee or, where applicable, the delivery note list signed by The Consignee is sufficient.
All prices to be paid for the Service and any additional charges to be applied in connection with the Service shall be inclusive of VAT.
Unless agreed by the Company in writing, "working days" do not include Saturdays, Sundays or Public Holidays.

3. Customer Obligations

Ensure that the the information given is complete and accurate. This information should be present with the package and the customer is liable for any errors
The Customer is responsible to ensure that sufficient packaging is used for each consignment.
The packaging must ensure that the goods themselves are protected against loss and damage and also make sure persons carrying out the transportation and other parcels transported are not endangered.
The packaging must ensure that access to the parcels content is not possible without leaving a clear trace on the outside of the parcel.
There will be AN ADDITIONAL CHARGE OF £5.00 INCLUDING VAT WILL APPLY IN THE EVENT THAT YOUR PARCEL HAS NOT BEEN TAPED APPROPRIATELY. This charge is to cover the cost of labour and materials for re taping your parcel in order for its safe delivery. Re taping your parcel shall not affect your parcels dimensions or weight.
Further to clause 3.5 above, re taping shall not apply to parcels that the Company considers are not capable of being secured safely without replacing the packaging. IN THE EVENT THAT THE PACKAGING MUST BE REPLACED, AN ADDITIONAL CHARGE OF £10.00 INCLUDING VAT WILL APPLY.
Further to clause 3.5 and 3.6, should the customer not authorise the additional charge payment to be taken, the order will be cancelled and the parcel will be held by us until the Customer has paid the cost to return the parcel in a secure condition with a Courier selected by us to the original collection address. We shall hold the parcel for a maximum of 21 days.
All data to be provided by the Customer (including by electronic means) in relation to the ordering, labelling, Carriage or invoicing of the Consignment shall be accurate, complete, of the correct type, and be provided in a timely manner as required by the Company. Such data shall include but not be limited to the weight of the Consignment; an accurate description of the contents of the Consignment; a full and accurate name and address of the Receiver including the postcode, a mobile telephone number, email address and a day time landline telephone number. IF THE CUSTOMER HAS FAILED TO PROVIDE ALL SUCH NECESSARY DATA, THEN THE CARRIER SHALL BE ENTITLED TO REFUSE TO CARRY THE CONSIGNMENT AND THE COMPANY SHALL CHARGE THE CUSTOMER ACCORDINGLY FOR THE COST OF RETURNING THE CONSIGNMENT TO THE CUSTOMER's COLLECTION ADDRESS. AN ADMINISTRATION CHARGE OF £6.00 INCLUDING VAT FOR THE ARRANGEMENT OF THE RETURN CARRIAGE SHALL ALSO APPLY.
For the purpose of clause 3.8 above, the unit of measurement for the weight shall be in KiloGrams to the nearest single decimal place.
Once the Customer's item has been collected, it may only be delivered to the delivery address specified when the order was placed.
In the event that the Carrier concludes that there is a problem with the Customer's Consignment which prevents the fulfilment of the Service, the Customer shall be notified of the problem. If the problem is caused as a result of the Customer's breach of the terms under this agreement (i.e. insufficient packaging, restricted items, incorrect information supplied) then the Customer shall pay the cost of carriage for the safe return of the Consignment to the original Collection Address. SHOULD THE CONSIGNMENT NOT BE SAFE TO RETURN, 72 HOURS WILL BE GIVEN FROM THE DATE AND TIME THE CUSTOMER IS NOTIFIED OF THE PROBLEM TO COLLECT THE CONSIGNMENT FROM THE CARRIERS DEPOT. SHOULD THE CUSTOMER NOT COLLECT THE CONSIGNMENT WITHIN THIS TIME FRAME, THE CONSIGNMENT WILL BE DISPOSED OF. A new order will need to be placed should the Customer wish to send the Consignment again.
For International Shipments, it is the responsibility of the Sender to submit all papers required for the customs clearance. We shall not be responsible for any local customs charges, import duties or any similar charge. This is the responsibility of the consignee
In the event that the consignee refuses to pay any customs duty imposed by the relevant authority, the Sender shall be required to pay the customs duty before the Consignment shall be released and delivered. SHOULD THE SENDER REFUSE TO PAY THE CUSTOMS DUTY, THE CONSIGNMENT WILL BE DISPOSED OF.
It is the customer's responsibility to check any regulations in the delivery destination country in terms of restricted items, services and addresses.
In the event that the Consignment is returned to the Collection Address, the Customer shall not be eligible for a refund or compensation.

4. Claims & Refunds

We shall not be liable to you under any circumstances for any loss or damage unless the customer notifies us either by email or by our website within
(a)7 Working days of delivery if the item is damaged, or partly lost
(b)and in all other cases 28 days from when the consignment was collected by us

5. Making a Claim

For all claims for loss, theft or damage to goods, the customer must make a claim within the timescales as set out in section 4.1
If you can prove us that you or the consignee receiving the goods did not have a reasonable opportunity to inspect the goods within the time periods stated above, the time periods for making a claim shall be extended so that the notice must be given from the date the goods could be inspected.
The notice of your claim along with the claim itself must be in writing and submitted to us using our contact form
As part of our claims procedure, our claims team will contact the delivery recipient to verify the claim. In the event that the delivery recipient fails to respond within 28 days of the date of the message sent by our claims team, we may reject the claim at its sole discretion.
We reserve the right to retain any item that is the subject matter of a claim for damage for further inspection. Should the we award compensation under this agreement for the damage, the we may retain ownership of this item for consideration of the claim transaction.
Before we shall award any monetary amount of compensation for your item, the we will consider the market value of the item and the value of the item stipulated on the invoice provided by you at the time you submitted the claim.
We reserve the right to award the market value of the item.
We may dismiss any claim which does not adhere to the above criteria.

6. Our Liability

If we cause loss or damage in any way, standard compensation is set at £20
The insurance purchased by the Company's customers shall ensure that their goods will be reimbursed at their cost value in the event of damage or loss.
If extra insurance is purchased at the time of order, goods will be reimbursed at their cost value up to their cost value in the event of damage or loss
The insurance shall not cover items that are excluded under these terms and conditions, listed on our restricted items list, falsely valued or have been incorrectly packaged.
All claims made under the insurance must be made in accordance with Section 5 of our terms and conditions.
Whilst we endeavour to collect and deliver in the estimated timescales, we cannot guarantee the timescales specifed.
We shall not be responsible in any way for damage or loss in excess of the value of the item as stipulated during the booking process
Subject to the Terms of this Agreement here within, if the Receiver, Sender or any other party makes any claims for liabilities or damages or makes any attempt to recover any costs or expenses against The Carrier, its agents or sub contractors, then The Customer shall indemnify The Company against any such claim.
The Company shall not be liable for any negligent acts or omissions conducted by its Agents.
This Agreement shall not disclaim any liability for personal injury or death arising from the Company's own wilful misconduct or negligence.
The Company shall not be liable to compensate the Customer for any damage incurred to the packaging of the Customers Goods. The Company shall only compensate the Customer for loss or damage to the Goods themselves in accordance with these terms and conditions.

7. Delays

Delays in service may be experienced under the following conditions:
Weather such as Snow, Ice, Hurricane, Tornado and any other such weather that can reasonably be expected to cause a disruption to the service.
War, Invasion, Act of Foreign Enemy, Hostilities (whether war be declared or not), Civil War, Rebellion, Revolution, Insurrection or Military or usurped power.
Ionising Radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel.
Pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds.
The absence, failure or inadequacy of packing or packaging as stated under Section 3.

8. Cancellation

The Customer may cancel this Agreement at any time and receive a full refund providing cancellation is made no later than 5.30pm one working day prior to the scheduled collection date. Cancellations made after this time will be subject to a cancellation charge of £5.00 including VAT as a result.
The Customer can cancel this agreement by sending us an email or contacting us on our website

9. Account Top-Ups

We offer a pre-pay account top up system in some cases, the provisions in this section apply to all transactions
When you place an order on our site, the account balance will be deducted with the amount. If the transaction will result in a negative balance, you will be requested to top up your account
Any payment made on account under the Top-up system shall be deemed as a payment for services to be ordered from us. After the initial refund period described below our liability to you will be to provide services to the value of the account balance. Cash balances will not be returned except in cases where you received a defective service and requested a refund of the unused Prepay cash balance held on the account.
If you do not place any orders for a 12 month period, we will assume that your account is no longer active and your balance will expire
If you change your mind after topping up your account, you may request a refunded.