Search results for: can i use my own box
I am travelling in a large group or with my team, what is the best way to book this?
Please follow the "Large group/Team?" link at the bottom of our Get Quote generator on our homepage. This will provide you with a special form designed for large group bookings.
Can I order a box without a shipment?
Yes, if you would like to purchase a bike box only please head over to www.sherprbikebox.com to view our current range of bike boxes.
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:
How much does it cost?
Shipping costs vary depending on location, bag weight, and transit time. Detailed quotes can be obtained online by visiting our homepage and using our Get Quote feature
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 firstname.lastname@example.org
My discount code is not working, what should I do?
If you are having trouble with a discount code it might mean that this discount is no longer available. The best thing to do is contact us on +4420239506616 or email@example.com.
If you are a RAPHA member and you are unable to redeem your member discount please contact us on +4420239506616 or firstname.lastname@example.org
If you would like to know more about SHERPR's partnership with RAPHA please see here.
Does Sherpr offer any special offers or discounts?
Yes, we often run special offers or discounts on our services. The best way to access these offers and discounts is to sign up to our mailing list. This can be done at the bottom of our homepage.
Sherpr also offers great discounts for teams and large groups get in touch to find out more.
How do I attach my shipment label?
We recommend you enclose your label and any accompanying forms in a plastic wallet, this should then be attached to your item ensuring it is clearly visible. Please remove all other labels that may have previously been attached.
Can I use my own bike box?
Yes you can, when placing a booking please check the ‘I am using my own bike box’ tick-box under the ‘Items’ section.
There is an additional £45 charge per bike, each way to all bookings using their own bike box, this is to cover large package surcharges our couriers impose. Please note any bike box larger than 110cm x 27cm x 75cm may experience delays and may be subject to additional charges - please contact the team for a bespoke quote. Alternatively, you can purchase a SHERPR Bike Box which is designed to flow through the courier system easily, reducing delays and unexpected fees.
SHERPR will not accept items over 155 x 35 x 85 please ensure your box does not exceed these dimensions. If you have any questions about using your own box please contact us on +44 (0)2039506616 or email@example.com
What is an Extended Area?
Extended areas are remote or out of area locations, and are defined by postcodes. Any extended area location may result in an additional 1-2 days transit, please consider his when choosing your collection/delivery dates.
If you are unsure if your destination is an extended area or have any questions please email us on firstname.lastname@example.org or call us on +44 (0) 2039506616.
How long will my shipment take?
Transit times are based on business days (not weekends/public holidays).
Our Standard service transit times are as follows:
- Mainland UK - 24 hours (48 hours during Christmas period)
- Scottish Highlands - 2-3 days
- Ireland - 2-3 days
- Holland/Belgium/Luxembourg - 2-3 days
- France/Germany - 2-3 days
- Spain/Portugal/Austria/Italy/Denmark/Finland/Sweden - 4-5 days
- Norway/Lichtenstein - 5-7 days
- Hungary/Poland/Slovenia/Czech Republic/Latvia/Lithuania/Romania/Estonia/Bulgaria/Croatia/Greece/Slovak Republic - 6-10 days
- United States Of America - 2-4 days
- Australia - 3-5 days
We aim to give buffers on either side of the shipment to ensure that all items are delivered on time.
Sherpr cannot be held responsible for any unforeseen delays as these lie in the hands of our couriers. Delays which occur as a result of items being held in customs are also out of our control, please allow an additional 5 business days for items to pass through customs and an extra 1-2 business days for extended/remote areas and/or oversized items.
All express deliveries are next day.
Who pays for customs clearance?
You will be required to pay for any customs charges upon receiving your equipment at your final location. Please note, Sherpr cannot provide quotes for import tax/ duty fees as this is out of our control.
Who takes care of customs?
We will provide you with all of the relevant paperwork to ensure a smooth journey through customs. We will require a full list of all packed items, along with a brief description and an estimated value for each. Any items that are not declared may delay delivery or require removal.
Although we do provide documentation to assist items through customs stating the value and contents this will not relate to the amount payable despite items being personal effects. If you are a returning resident or feel you should be exempt form any duty/customs/local fees this is something you should look into before sending your items.
Please note that customs clearance is out of our control, and Sherpr cannot be held responsible for any delays or fees.
How can I make a claim?
While damage to packaging or its contents is rare, our support team is here to help when you need us. If your equipment has arrived damaged, please contact our support team immediately on email@example.com or call us on +44 (0) 2039506616.
All claims must be filed within 14 days of your delivery date.
In the case of damage to all or part of a consignment, or loss of all or part of a consignment, please contact us with the following:
- Images and a description of the damaged packaging and consignment
- A written quote clearly stating the cost of repair or replacement
- Quote must be the lesser of the two
- Replacements must be of the same standard/ quality as the damaged or lost component(s)
Please note that all claims are raised with our insurers as the provider of the insurance cover. Claims can take upward of, and beyond, 28 working days. Any complaints and refunds will be handled by the customer service department. SHERPR cannot be held responsible for any loss or damage.
Under any circumstance, please DO NOT do the following:
- Discard of any of the original packaging/s
- Remove the consignment and/or packaging from the original delivery address
- Re-ship the box or contents to any other location
- Complete the replacement or repairs
Failure to do so will invalidate the claim.
Do you offer complimentary or add on insurance?
Yes. For all sports equipment only.
Sherpr offers transit liability provided by Various Underwriters at Lloyd’s of London via The Fiducia MGA Co. Ltd. Our insurance policy covers transit liability for lost or damaged items. Pricing for this cover starts at the followng:
- £4.99 = £500
- £9.99 = £1000
- £14.99 = £1500
- £19.99 = £2000
- £24.99 = £2500
- £29.99 = £3000
- £34.99 = £3500
- £39.99 = £4000
- £44.99 = £4500
- £49.99 = £5000
Should there be any issues in transit, we will raise a claim with our insurer on your behalf, but Sherpr cannot be held responsible for any issues experienced.
In the instance that you have not purchased transit liability, UPS offer complimentary cover of £60.
Can I become a Sherpr affiliate partner?
Whether you would like to promote our services to your customers or work with us on larger events, we would be delighted to hear from you. Please email us on firstname.lastname@example.org or call us on +44 (0) 2039506616
My box/bag is showing as ‘Delivered’ but I haven’t received it?
This is likely to be the case where your item has been received by someone at the destination. Please check with your establishment, hotel reception or concierge desk to see if this is the case. If your item still cannot be located, please contact us as soon as possible on +44 (0) 2039506616 or send us an email at email@example.com.
What do I do if my box/bag was not delivered?
Please contact us immediately so that we can investigate the situation and assist you. Contact us on firstname.lastname@example.org or +44 (0) 2039506616.
Is a signature required at the delivery address?
Yes, a signature is required at all times. If nobody is there to sign for the items then they can be sent back to the original pick-up address, resulting in a 'no delivery'.
The delivery address is difficult to find/not very accessible. Can I provide more information?
Yes, please provide us with as much information as possible. Any information you provide us we pass on to the courier. Either let us know by live chat, contact us on email@example.com or +44 (0) 2039506616.
Can I change my delivery date, name, address or phone number?
Yes, if informed before the pick-up day. Please refer to "Can I cancel or change my order?" for applicable fees.
If you have been contacted directly by our chosen courier and are presented with "Available Options" e.g Deliver to a neighbour, Leave in a safe place etc. please make the necessary amendments yourself. Our team will be notified of any changes you have made by our system.
If your item is already in transit, please contact us as soon as possible on firstname.lastname@example.org or +44 (0) 2039506616. Please be aware once an item is in transit address changes may only be able to be made after the first delivery attempt and that this may cause a delay in the arrival of your item(s).
What time will delivery take place?
All standard shipments are delivered between 09:00 – 18:00. Express shipments will be delivered by 12:00 noon (postcode dependant)
What kinds of addresses can Sherpr deliver to?
We can deliver to homes, hotels, sports clubs, resorts, and office addresses. If you’re unsure or have a special requirement, just let us know.
We can ship to chalets, so long as there is a reception area that is open 09.00 - 19.00 with someone available throughout to accept and sign for the item(s).
Please note that all items must be signed for.
My shipment has stopped moving. What has happened?
Our courier’s operating days are Monday – Friday so, if your transit time falls over a weekend, your items will stay there and continue its journey from Monday morning. Alternatively, your item may have been pulled in by customs, in which case we will seek to resolve this as soon as possible.
Please do not include any restricted items as this will interrupt your shipment. For our list of restricted items, or for information on what will happen, please see "What happens if I include some of these restricted items?"
My shipment includes multiple items. Can I track them individually?
Yes, each individual item has its own unique tracking reference. When you make a booking, you will receive an email confirmation with a tracking number. Simply enter this number into the ‘Track’ box on our Home Page to see the delivery status.
Why is my box/bag in country X that isn’t the delivery country?
Depending on where your equipment is going to, it'll often pass through neighbouring countries whilst in transit. The further the country is from the UK, the more countries the item is likely to pass through.
My items were collected but not tracking?
An item’s location is only updated once it reaches certain points within its journey, as opposed to certain time intervals. Please wait and check again later.
How do I track my shipment?
When you make a booking, you will receive an email confirmation with an individual tracking number. Simply enter this number into the ‘Track’ box on our Home Page to see your delivery status.
Why were my items delivered early?
The transit days stated by our couriers are often an accurate estimation and factor in the longest transit time. Therefore, occasionally, a journey may be faster than anticipated where, amongst a combination of other possible factors, there was a low volume of traffic that day.
What do I do if my box/bag was not collected?
Please contact us immediately so that we can investigate the situation and arrange for your bag to be picked up. Contact us on email@example.com or +44 (0) 2039506616.
Can I leave my box/bag unattended for pick up?
You may leave your items outside to be collected but please be aware that this is done at your own risk. Ensure to leave it somewhere as safe as possible, bag or box the item(s) appropriately with labels and provide us with sufficient information to find the item(s). Please also leave a note on the front door with instructions on where the item(s) is/are. Sherpr cannot be held responsible for any missing item(s) in this situation.
Do I need to be present when my box/bag is picked up?
You personally do not need to be present but we recommend nominating someone to be in for the pick-up. If you do decide to nominate someone or wish to have your items collected from a hotel/business establishment please ensure you provide our team with the name and contact number of that individual/establishment.
If no one is available, please refer to ‘Can I leave my box/bag unattended for pick up?’
My address is difficult to find/not very accessible. Can I provide more information?
Yes, please provide us with as much information as possible. Any information you provide us we pass on to the courier. Either let us know by live chat or contact us on firstname.lastname@example.org or +44 (0) 2039506616
Can I change my pick up date, name, address or phone number?
Yes, if done before the pick-up date. Please refer to "Can I cancel or change my order?" for applicable fees.
If your item is already in transit, please be aware that there may be a delay in the arrival of your item(s). In either case, please contact us at email@example.com or +44 (0) 2039506616.
Can a multi-item shipment be collected from different addresses?
No. They all have to be collected and sent to the same address. If you prefer, they can all be dropped off at your local depot and be shipped from there. To find where your local depot is, or to find out more, use our live chat or email firstname.lastname@example.org for assistance.
What time will collection take place?
All collections are made between 9am-6pm, Monday-Friday.
What kind of addresses can Sherpr collect from?
We can collect from homes, sports clubs, hotels, and office addresses. If you’re unsure or have a special requirement, just let us know.
If you would like us to collect from an office or business address please find out if regular collections/deliveries take place from this address. If so, please find out the best place to leave your item for collection as per your chosen office/business establishments regular procedure. For example, if collections regularly take place from the back entrance of the establishment couriers will not go to reception for your item.
What happens if I include some of these restricted items?
It is likely that your items will be held and detained, or sent back to the collection address. Please ensure to read the list carefully and pack your own bags. Sherpr cannot be held responsible for any delays or confiscations.
Restrictions include, but are not limited to:
Aerosols or any other pressurised containers (including spray paints, etc.);
Arms and Ammunition
Articles of exceptional value including but not limited to works of art, antiques, precious stones, gold and silver, jewellery, precious stones and electrical equipment;
Batteries, including e-bikes
Clinical and medical waste
Ivory and ivory products
Illegal lottery tickets
Indecent, obscene or offensive articles
Infectious substances and pathogens
Liquids, Pastes and Gels of any type;
Miscellaneous manufactured articles
Oxidising materials or organic peroxides
Poisons, toxic liquids, solids and gases
Radioactive materials and samples
Waste, dirt, filth or refuse
Animals and Animal products;
Firearms and firearm parts, ammunition, explosives, weapons (including imitations of same in any form);
Flowers and plant products;
Human and animal remains or ashes;
Items that require a temperature controlled environment;
Prescription drugs and pharmaceutical products;
Tobacco and tobacco products;
Foodstuffs, perishable food articles and beverages including, but not limited to: Wine, Beer, Spirits and Champagne; or
Packages that are wet, leaking or emit an odour of any kind;
Cash or other forms of tradable currency;
Passports or other confidential personal documentation;
Other Dangerous/hazardous goods;
Other illegal or restricted goods.
Controlled drugs and narcotics
Corrosives (including dyes, acids, corrosive paint and rust removers, caustic soda, mercury and gallium metal).
Flammable liquids/ solids (including Lighters and refills containing flammable liquid or gas )
Gases, including flammable, non-flammable, toxic and compressed gases
NB - Sharp objects. These items may only be posted if they are packaged appropriately so that they do not present a risk to employees, other packages or recipients.
What items can I put in the boxes?
Feel free to include any additional items that fit in the box so long as it doesn’t exceed the weight and dimension allowance (see below).
Your items will be sent back if you do include any restricted items and the cost of return shipment will be charged to you. For international shipments outside of Europe, please limit the number of items in each box, or a disbursement fee of £15 may apply.
NB: cycling helmets are strictly prohibited from being sent via our service. Please take keep them with yourself when you travel.
Sherpr bike boxes are designed to fit a large men's road bike, with the following dimensions: 110 x 27 x 75cm. this is not suitable for mountain or time trial bikes. Please check your bike will fit suitably before purchasing. Purchases are done so at your own discretion.
If you are using your own bike box please ensure your dimensions do not exceed 20kg |155 x 35 x85. Please note there is a standard own box fee of £45 per box, per way.
I already have a Sherpr box from a previous trip, do I need to buy one again?
If you already have a Sherpr box, this is great, just select 'I have a Sherpr box' on our items page. Our boxes are extremely hardwearing and perfect for multiple journeys.
If you would like a new box just let us know or select the quantity you would like online during the booking process. Boxes can be prone to damage in transit so if you are reusing a box you have had for sometime please ensure it is in good condition before reusing the box. Please note that our couriers may refuse a box if it's not in good condition.
Where can I get a box for my item(s)?
As soon as a booking is made, we will send out your courier-approved, custom-made box which comes with tape and shipping labels. Golf boxes are free with each booking and will be sent to you prior to your shipment. Bike boxes cost £37.99 and come with a manual. These boxes were built to help protect your items during transit. Please allow 24 hours notice to qualify.
Simply select 'boxes' on our items page during the booking process.
Should you already have your own bike box, please note there is a standard £45 own box fee and please make sure that it doesn't exceed the following dimensions:
Bike Box | 20kg | 155 x 35 x 85cm
Please ensure that your items fit within the given allowances. Failure to do so may lead to refusal or surcharge and likely delays in your shipment. In this instance, Sherpr cannot be held responsible for delays and damages.
Can I use a lock on my items?
No, do not lock your items with a padlock. We advise using cable ties in case your item gets flagged for inspection by customs. In this scenario, if they cannot easily gain access to the contents, it may result in damage to your bags and a return of your shipment.
Please remove all locks from your luggage, and replace with the provided cable ties.
Please note, if sending your equipment to France, by rule, packages will be opened if delivered to a public establishment.
Do I print and attach the labels myself?
Yes, we will send your labels via email, you will need to print these and secure them to your packaging. Please ensure to secure your label(s) with a plastic cover and plenty of tape without obstructing the bar code or address.
We also recommend that you include a copy of the delivery address inside.
How should I prepare my items for travel?
We will send your labels and packing manual (bike box only) to you in a confirmation email.
We will send you your box and tape on a 1-2 business day delivery service (excluding weekends). Please allow enough time for you to pack up your equipment before the organised collection date.
If you have purchased a Sherpr Bike Box, please follow the manual on how to assemble the box. Once complete, secure your box together with the provided Sherpr tape, following the guidelines on the box. Then stick the label in a visible area, securely. Please remember to take your tape and return label with you for your return journey.
Your own packaging:
You will receive a Sherpr pack for luggage which includes a secure label pouch, instructions, and cable ties.
Once your luggage or box has been packed and closed securely, attach the label to a visible area on the box. Please ensure there are no loose handles or anything that can get caught - this is vital. If you have a return journey, we advise printing the return label before your departure and keeping it in a safe place throughout your trip.
If using your own packaging for bikes, please note there is a standard £45 own box charge and please make sure that it doesn't exceed the following dimensions:
Bike Box | 20kg | 155 x 35 x 85cm
For added security and smoother transit, we only ship golf clubs/ bags in boxes. Our custom made golf boxes will be automatically sent to you prior to your shipment (see here for more info).
Once a refund is processed, how long will it take?
It usually takes 5 - 10 business days, depending upon the bank, after the refund is processed.
Does Sherpr hold credit card details?
No. We do not store any payment information. We use Stripe, a secure online payment service to process transactions and all financial data is held by them.
When will my payment be debited?
We will debit your card once the booking has been made. However, it may take up to 1-2 business days to appear on your bank statement.
What payment method do you accept?
We accept all major credit cards.
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.
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.
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.
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.
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.
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 and deliveries are 09:00 – 18:00.
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 email@example.com
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.
What destinations are available?
We currently ship from the UK/Ireland to the rest of Europe, Canada and the USA. If you are interested in shipping to a country that's not on our list or have any further questions then please contact us on firstname.lastname@example.org or call us on +44 (0) 2039506616.
What are the maximum dimensions and weight my items can be?
Luggage | 10kg | 55 x 45 x 25cm
Luggage | 20kg | 70 x 50 x 30cm
Luggage | 30kg | 80 x 50 x 30cm
Bike Box | 30kg | 110 x 27 x 75cm (Sherpr Box)
Own Bike Box | 155 x 35 x 85 (Custom Packaging - charges apply)
Golf Box | 24kg | 125 x 30 x 36cmPlease ensure that your items fit within the given allowances. Failure to do so will lead to a surcharge and likely delays in your shipment. In this instance, Sherpr cannot be held responsible for delays and damages.If you are using your own bike box, please see " Can I use my own bike box?".
Why use Sherpr over airlines?
We understand the importance of having your luggage and sports equipment arrive safely and on time. Our goal is to remove the hassle of lugging your suitcases, or large, heavy sports equipment and for you to sit back and enjoy your trip.
Our door-to-door delivery means we collect it from your home/office and deliver it to your final destination. We’re often cheaper than airlines without all of the hassle and stress.
Which services does Sherpr offer?
You may select an economy shipment or a quicker, next day, express shipment.
For sports equipment, we can provide you with a courier-approved, custom-made box which comes with tape, shipping labels and a manual. These boxes are robust, reusable, and designed to further protect your valuable sports equipment.
If you are sending a bike you may use your own box or casing for an additional fee of £45, which is passed to us by our courier partners. However, please ensure that it doesn't exceed the following dimensions to avoid any delays or damages in your shipment:
Bike Box | 30kg | 155x 35 x 85cm
Can I get a quote?
Enter your collection country, the destination country and the number of items you would like to ship and click 'Get Quote' to present prices based on your inputs. To proceed with your quote, click 'Buy Now'.
If you're looking for something more bespoke, or you're relocating, then please email us on email@example.com or call us on +44 (0) 2039506616
What does Sherpr ship?
We ship luggage, bicycles and golf clubs.
To ensure safe transit, we can provide you with custom-made Premium packaging designed to fit bikes and golf clubs. We can provide boxes at a cost to ship your suitcase/luggage, or if you're relocating, we can ship boxes in bulk for you.
Please email us at firstname.lastname@example.org or call us on +44 (0) 2039506616 to find out more information.
My question isn’t listed, what do I do?
If your question isn’t listed on our FAQs, or if you have further questions, please contact us on email@example.com or +44 (0) 2039506616.
What are your contact hours?
Our office hours are 09:00 – 18:00 GMT, Monday to Friday. However, you can reach a member of our team outside of these hours on firstname.lastname@example.org who will be happy to assist.
Is Sherpr safe to use?
Yes. We understand that your luggage and sports equipment is personal and valuable. We pride ourselves on our high quality, professional service and ensure to partner with couriers with similarly high standards. We also have a team that is highly experienced in logistics sports forr large events, such as the Olympics.
We also offer insurance for all sports equipment orders, for more information please see here.
Do you have your own fleet?
We currently use UPS, FedEx, and DPD for domestic and international shipments, as well as our own drivers for larger shipments. Both methods are fully trackable with your unique tracking number.
If you are traveling in a large group or for an event get in touch and we can discuss a bespoke quote using our own fleet of drivers. Contact us on +44 (0)2039506616 or email@example.com.
What is Sherpr?
SHERPR is a no-hassle, door-to-door service for shipping your luggage and sports equipment. We send your items ahead of time allowing you to enjoy your travel experience without the added stress of airports and airlines.