BOOKING - FAQ

  1. Can I cancel or change my order?

    Prior to your order being booked and confirmed with the courier: You may change or cancel your booking at no extra cost.

    After your order has been booked and confirmed with the courier: You may change your order for an additional fee of £5 for 1-3 items or £20 for 4+ items. For cancellations, you may arrange for a refund, less the administration fee of £20 per item or, credit the full value against future bookings with no administration fee. 

    Same day changes will incur an additional fee of £5.


  2. Should I contact the hotel or resort that my equipment is being shipped to?

    Yes please, we require you to contact the relevant establishment and ensure they are happy to accept and sign for the package(s).


  3. I have multiple shipments; how does it work?

    Our couriers can send multiple items under the same booking. Whilst your items will never be separated from one another each item will still hold its own, unique tracking number. Each item will have its own label which must be attached securely before collection.

  4. How will I receive my labels?

    We will send you your labels in PDF format. You'll see this/these attached to your confirmation email once your booking has been finalised. Please print it, place it into a plastic cover and secure it on with plenty of tape without obstructing the bar code or address. 

  5. What happens next?

    Once you have placed your booking, we will contact you to explain the procedure and to confirm addresses and dates with you. Once we have finalised the details, we will process your shipment and send you an email confirmation with your electronic shipment labels attached and tracking number(s) for your reference.

    If you've ordered a box, you will receive your box on a next day delivery service, along with tape and an instruction manual. Please secure your label(s) onto your box(es). Lastly, make sure someone is in for the delivery and pick-up dates, and enjoy your trip.

    Please note, all collections and deliveries are 09:00 – 18:00.

  6. Can I expect any additional fees/ charges?

    Nothing unexpected will be added to your online shopping basket.

    The only time you will be charged an additional fee is if:

    1. Your weight and dimensions are above the allocated allowance - larger or heavier items will incur a ‘Large Package Surcharge’ of £45.

    2. Your collection or delivery postcode falls within an 'Extended Area' - these out-of-are locations will incur a surcharge of £17.80

    3. We are charged a disbursement fee for the import of a large number of items in one box - this only applies to non-EU countries (Excl. Norway) and will incur a £15 charge

    All of the above charges are applicable per journey and are charged to us by our couriers, which we are simply passing on. We reserve the right to send you an extra invoice for any of the aforementioned applicable fees. 

    Aside from this, the price offered to you will be the final price, and you won’t ever be hit by any hidden fees from us, unlike the budget airlines.

  7. How far in advance do I need to book?

    As transit times vary for each country, we advise you to give us at least 14 business days notice prior to your departure date. This will also allow enough time for us to send out your box(es).

    All golf bookings come with complimentary golf boxes, up to the number of golf clubs booked. We will send you your golf box(es) before your collection date, on a day that suits you.
  8. How do I book?

    The best way to book with us is via our easy-to-use online booking form. Should you have any questions, please feel free to reach out to us on our live chat system, call us on +44 (0) 2039506616 or email us at contact@sherpr.com