Search results for: how do i attach my shipment label

  1. Shipping to Canary Islands

    We do not ship to the Canary Islands due to customs

  2. Do you ship Holdalls?

    No, we do not ship holdalls. If you want to ship a holdall with us then please box the bag and book a box shipment.

  3. What do I do with my completed customs forms?

    After we have completed your customs forms you will need to print three copies. 

    You will need to attach at least two copies of your Pro Forma paperwork to one of your items (we recommend this being the item marked 1 of X on your labels). Please ensure they are put into an envelope cleared marked as Customs Documents to ensure that the baggage handlers can identify them easily.

    The remaining copy should be handed over to the driver for their own reference. 

    For some countries - e.g. Australia, NZ, Canada, - there will be additional forms that we recommend completing to try and ensure the customs clearance process is as smooth as possible. It is important to thoroughly read through all of our customs guidelines to ensure you are completing all of the recommended forms.

    You will need to have a copy of any additional forms included with your Pro Forma paperwork which has been attached to your baggage/box, and an additional copy would also need to be given to the driver. 

  4. Do I require customs forms?

    If you are sending your shipment domestically(within the same country) or you are sending within the EU, your shipment will not need to go through any type of customs clearance and therefore do not require customs forms.

    For all other shipments, you will require customs forms to accompany the shipment.

    We will provide you with customs forms after your booking. You may require additional documentation for your specific country. If we are aware of any specific forms per country, we will make you aware of this on your customs page. 

  5. Do you collect/deliver from airports or ship ports?

    We cannot offer services from or to airports or ships ports unfortunately as they are public places.

    All collections and deliveries need to be from a physical and permanent address (we cannot ship to PO boxes).

  6. Can I lock my items?
    No, items must not be locked under any circumstance. If your items are locked, they may be refused collection or returned to you. Please use cable ties as an alternative. This is because for the majority of our shipments, they will undergo security/customs checks after collection. Don't worry however, your items are completely safe as they are sent within a closed couriers network.
  7. Do you offer storage?

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

  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 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

  10. Do I need to weigh/measure my items?

    Yes. When navigating through our booking process after getting a quote you will be asked for the size of your items under the selected weight allowance. 

    This is required for us to be able to check if your items are able to be sent and also what price bracket they fit into.

    All customers must give 100% accurate dimensions and weights to help prevent any extra charges or any unused weight/size allowance. Please note that any items oversize and weight will be charged automatically. 

  11. Shipping to Australia

    Australia requires a B534 form (provided by Sherpr) to be completed in order for personal effects to be cleared into the country. 

    Shipments of used personal effects should not have a declared value over A$1000. A higher value may lead to additional customs clearance time and possible duties and taxes.

    Any shipments containing restricted items such as foodstuffs, seeds/nuts or wooden products may result in the items having to be cleared via Australian quarantine, which can result in customs delays and additional charges. All items must be cleaned before you pack them as Australian customs are extremely particular about soil and mud. All items will be stopped at customs, and in some cases, you will be required to pay a quarantine fee to release the items if this is not done. 

    In order to demonstrate that your bags or boxes consist of personal effects, you will be required to complete a brief nongeneric packing list online, entries to be made in the format: "2 x Woollen Hat, 5 x Pairs of Shoes, 3 x Cotton Shirt" and so on rather than as "10 x Used Clothing". Each item type will be added as a separate line on the packing list.

    If your bag is searched by Australian customs and brand new or commercial items are found, your shipment may be assessed for customs duties and taxes. If you are sending Christmas gifts to Australia please make yourself aware of potential customs duties in Australia, follow any advice provided by customs and attach all necessary documentation.

    As customs processes and allowances are different around the world, we advise all travelers to take 5 minutes to check how their personal circumstances and what they are sending will be assessed under the prevailing customs regulations of Australia.

  12. Shipping to United States of America

    Personal Items: When shipping to the United States, all goods must pass through customs to be cleared. Therefore, you are legally required to complete and send a customs invoice with your shipment to the USA. Whether you’re sending personal effects or a gift to a loved one; if your shipment does not have a customs invoice attached, it will not make it past your local country border, and you may have to pay return charges to get it back. Sherpr will automatically provide you with the appropriate customs documents for you to complete, print, sign and attach to your shipment when you send your luggage to the USA with us.

    Generally, Sherpr shipments for personal effects clear customs in a timely manner, free from duties and taxes, as most countries offer a generous duty-free allowance for personal effects. However, as customs processes and allowances are different around the world, and because Sherpr has no direct association with any customs authority; we do advise doing your own personal research into USA customs regulations and quarantine before booking your shipment to the USA. Please make yourself aware of potential customs duties in the USA and be sure to follow any and all advice provided by customs directly.

    When completing your customs documents provided by Sherpr, it is important to do so properly and clearly. In order to demonstrate that your shipment consists of personal effects, you will be required to accurately describe each item included in the package. For example, you would declare: “4 x t-shirts, 2 x pairs of jeans, 3 x dresses” etc, as opposed to “10 x clothing”. Sherpr will provide you with the paperwork to print and attach to your items.

    Gifts & sold items: No duties or taxes will be applied if the total parcel value is below certain thresholds. For example, the Gift value threshold is $200. If you are sending a gift to the USA then declare the item as an unsolicited gift on the invoice, its complete description and value. Make sure to send your gift to a residential address and not a US business address, otherwise you will have to pay duties and tax. The Formal Clearance threshold is $2,500. This means that if your shipment is worth over $2,500, it will be subject to delays as it goes through formal clearance.

    If your package has duties or taxes applied, the receiver will be contacted by customs to confirm their Tax ID. They will then need to pay the additional costs applied to your parcel. You can pay for the costs yourself by contacting customer support prior to booking and arranging for the charges to be sent to you, instead. Some items require an import license for them to enter the United States legally. If you are unsure if you need one or not, then please view the official US Customs import licenses page for more details.

  13. 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.

  14. 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. 

  15. 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

  16. 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

  17. 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

  18. 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 contact@sherpr.com.

    If you are a RAPHA member and you are unable to redeem your member discount please contact us on +4420239506616 or rcc@sherpr.com

    If you would like to know more about SHERPR's partnership with RAPHA please see here

  19. 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. 

  20. 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. 

  21. 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 £55 charge per bike for own bike boxes to Europe or World and £25 for UK <> UK. This fee 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 support@sherpr.com

  22. 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 contact@sherpr.com or call us on +44 (0) 2039506616.

  23. 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. 

  24. 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. 

  25. 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.

  26. Do you offer complimentary or add on insurance?

    We do not offer insurance cover. We may, however, offer discretionary complimentary compensation for lost luggage of £12.50 per kilo up to a maximum of £125.00 per package. 

    Please check with your travel or house insurance for extended cover.  

    Alternatively, head over to Yellow Jersey (https://www.yellowjersey.co.uk/) who will offer cover for sports equipment and luggage. Quote SHERPR10 for a 10% discount. 

  27. 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 contact@sherpr.com or call us on +44 (0) 2039506616

  28. 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 support@sherpr.com.

  29. 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 support@sherpr.com or +44 (0) 2039506616.

  30. 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'. 

  31. 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 support@sherpr.com or +44 (0) 2039506616.

  32. 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 support@sherpr.com 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).

  33. 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)

  34. 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.   

  35. 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?"

  36. 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.

  37. 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.

  38. 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.

  39. 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. 

  40. 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.  

  41. 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 support@sherpr.com or +44 (0) 2039506616.

  42. 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.  

  43. 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?’

  44. 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 support@sherpr.com or +44 (0) 2039506616

  45. 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 support@sherpr.com or +44 (0) 2039506616.


  46. 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 support@sherpr.com for assistance.


  47. What time will collection take place?

    All collections are made between 12pm-6pm. 

  48. 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. 

  49. 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

    • Counterfeit currency

    • Dry Ice

    • Environmental waste

    • Furs

    • Ivory and ivory products

    • Live animals

    • Illegal lottery tickets

    • Indecent, obscene or offensive articles

    • Infectious substances and pathogens

    • Liquids, Pastes and Gels of any type;

    • Magnetized material

    • Miscellaneous manufactured articles

    • Misleading endorsements

    • Oxidising materials or organic peroxides

    • Pesticides

    • Poisons, toxic liquids, solids and gases

    • Radioactive materials and samples

    • Waste, dirt, filth or refuse

    • Weapons

    • Toner Cartridges;

    • 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;

    • Medical samples;

    • Items that require a temperature controlled environment;

    • Pornographic materials

    • 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;

    • Credit cards;

    • Passports or other confidential personal documentation;

    • Irreplaceable items;

    • 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).

    • Crash helmet

    • Explosives

    • Flammable liquids/ solids (including Lighters and refills containing flammable liquid or gas )

    • Gases, including flammable, non-flammable, toxic and compressed gases

    • Matches

    • 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.

  50. 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. 

  51. 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.


  52. 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.

  53. 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. 

  54. 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. 

  55. How should I prepare my items for travel?

    SHERPR packaging: 

    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). 

  56. 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.

  57. 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.

  58. 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.

  59. What payment method do you accept?

    We accept all major credit cards.

  60. 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.

  61. 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.


  62. 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. 


  63. 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.

  64. 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. 

  65. 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.

  66. 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


  67. 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.
  68. What destinations are available?

    We currently ship all over the world. 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 support@sherpr.com or call us on +44 (0) 2039506616.

  69. 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 36cm

    Please 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?".
  70. 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. 

  71. 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

     

  72. 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 contact@sherpr.com or call us on +44 (0) 2039506616

  73. What does Sherpr ship?

    We ship luggage, boxes, 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 contact@sherpr.com or call us on +44 (0) 2039506616  to find out more information.

  74. 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 support@sherpr.com or +44 (0) 2039506616.

  75. What are your contact hours?

    Our office hours are 09:00 – 17:00 GMT, Monday to Friday. However, you can reach a member of our team outside of these hours on support@sherpr.com who will be happy to assist.

  76. 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

  77. Do you have your own fleet?

    We currently use UPS, FedEx, TNT 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 contact@sherpr.com. 

  78. What is Sherpr?

    SHERPR is a no-hassle, door-to-door service for shipping your luggage, boxes 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.