BOOKING - FAQ

  1. 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.

  2. 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. 

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

    Please ensure to book as early as possible.

    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), if you need them. 

    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.
  4. 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


  5. Should I contact the hotel or resort that my items are 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). If you have entrusted the arrival of your goods to one individual we recommend you ensure their name is listed as the contact on the label or within the delivery instructions. 


  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 may incur additional charges.

    2. You are shipping to the U.S / Australia / Canada. Any customs, taxes or duties are payable by you. These charges vary depending on the items being sent and charges cannot be predicted. You will be notified of the necessary charges if any, post-shipment. 

    3. You wish to make any same day changes to your order. 

    4. You have decided to include items listed under our restricted items section. 

    5. You are using your own box. A £45 fee will be added from us that we receive from our courier partners. 

    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. What is volumetric Weight?

    European and International routes

    To ensure that you’re getting the very best value for your money, we have various weight bands, each at different price ranges, across all of our routes.

    Our pricing is based on the actual weight or the volumetric weight of an item, whichever is greater. 

    Volumetric weight is the amount of space that any item can occupy on a vehicle. If an item is large but the actual weight is small we will price on the volumetric weight.

    To see how to calculate volumetric weight, please click here.

     

    Domestic UK/NI Shipments:

    Within the UK and Northern Ireland, you are allowed to send up to 30kg per item. When you make your booking, our system calculates if your item is too large. Restrictions on these routes are as follows:

    The longest length must not exceed 1.5m

    Longest length + 2(breadth + width) = No More Than 300cm

  8. How do I calculate volumetric weight?

    Using CM and KG

    (Depth x Height x Width) ÷ 5000 = Vol. Weight

    The overall price of the shipment is based on the greater value between the actual weight and the volumetric weight. The above formula takes into account the size of the items as well as weight. This means that light, large items may cost the same as small, heavy items.

    For example:

    A 15kg suitcase that measures 50cm x 70cm x 40cm.

    The actual weight is 15kg however, the volumetric weight is 28kg, as (50x70x40) ÷ 5000 = 28.

    This suitcase would fall into the 30kg price bracket.

     

    Using INCHES and Ibs

    (Depth x Height x Width) ÷ 139 = Vol. Weight

    For example:

    A 40Ibs suitcase that measures 12 inches x 28 inches x 19 inches.

    The actual weight is 40Ibs however, the volumetric weight is 46 pounds, as (50x70x40)/139 = 45.92.

    This suitcase would fall into the 44-66Ibs price bracket.

     

    Items over 1.2m or 47 inches

    If your item is over 1.2m or 47 inches (on any length) it has to be sorted manually, there is a charge of £/$/€45 per item.

    The maximum length you can send on any international services is 220cm or 86 inches. We cannot accept any items over this size.

  9. 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 finalized 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 luggage shipment, you will receive a 'Sherpr pack' with luggage tags, instructions, and cable ties. 

    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 are 12:00 - 18:00 and all deliveries are 09:00 – 18:00.

  10. Do you offer storage?

    Yes, we do, please contact us on support@sherpr.com or +44 (0) 2039506616 for more information and for a quote. 

  11. Why are my items being shipped to the Sherpr warehouse?

    All international shipments are brought in to our warehouse for customs checks and International labeling. From there, your items will be sent out the following day.

    This service included in the price you are quoted online.

  12. Are there any destinations you do not send to?

    Yes, Unfortunately, we do not currently ship to the following countries due to issues with customs:

    Turkey
    Norway

  13. I do not see the country I want my equipment to be collected from, what should I do?

    This is fine, if the country you want us to collect from is in the drop-down menu for delivery then we can collect from that destination too. Our website does not offer this option just yet but if you just start a conversation with our friendly team using our chat function on the site they will tell you the best way to book this.

    Alternatively, contact us on +4420239506616 or contact@sherpr.com