Welcome you to our support portal

Frequently Asked Questions

  1. What is SHERPR?

    SHERPR is a no hassle door-to-door service for shipping your sports equipment. We send your equipment ahead of time allowing you to enjoy a hassle-free travel experience without the added stress of airports and airlines.

  2. What services do SHERPR offer?

    We offer a one size fits all door to door service.

    Once booked, our service consists of a courier-approved, custom made box which comes with tape, shipping labels, a manual. These boxes are designed to further protect your valuble sports equipment. This box can then be used repeatedly.

    You may use your own bag, box or casing. However, please ensure to read our guidelines on what is deemed appropriate to avoid any delays or damages in your shipment.  

  3. How should I prepare my items for travel?

    Our packaging: 

    We will send your labels to you electronically via our confrimation email. 

    We will send you your box, label(s), tape and manual via our couriers within 72 hours of your transit time. Please follow the manual on how to assemble the box. Once complete, secure your box together with the SHERPR tape provided, following the guide lines on the box. Then stick the label in a visible area. Please remember to take your tape and return label with you for your return journey.

    Your own packaging:

    Once your bag has been packed and closed securely, apply the label in a visible area on the bag. 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.

  4. What happens if I include some of these restricted items?

    It is likely that your items will be held and detained. Please ensure to read the list carefully and pack your own bags. Find the list of restricted items here. 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 that are classified as dangerous goods and certain used batteries (including wet spillable lead acid/lead alkaline batteries). New or used lithium batteries when not sent with or connected to an electronic device

    • 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.

  5. Why use SHERPR over airlines?

    Our goal is to remove the hassle of lugging 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, at competitive rates. We’re often cheaper than airlines and you’ll never be hit with hidden fees from us. We understand the importance of having your equipment arrive on time and damage free on both its outbound and inbound journeys so we've included bespoke packaging as part of the cost.

Lastest Questions

  1. How long will my shipment take?

    Tranist times vary depending on your final destination from the UK. 

    • UK - 24hours (48 hours during Christmas period)
    • Scottish Highlands - 2 days
    • Ireland - 2-3 days
    • Holland/Belgium/Luxembourg - 2-3 days
    • France/Germany - 2-3 days
    • Spain/Portugal/Austria/Italy/Denmark/Finland/Sweden - 3-4 days
    • Switzerland/Norway/San Marino/Jersey/Guernsey/Andorra/Litchenstein - 4-5 days
    • Hungary/Poland/Slovenia/Czech Republic/Latvia/Lithuania/Romania/Estonia/Bulgaria/Croatia/Greece/Slovak Republic - 5-6 days
    • United States Of America - 2-4 days
    • Australia - 3-5 days

    We aim to give buffers on either side of the shimpent to ensure that all items are delivered on time. SHERPR will not be held responsible for unforseen delays. 

  2. Who pays for customs clearance?

    You will be required to pay for any customs charges upon receiving your equipment at your final location.  

  3. Who takes care of customs?

    We will provide you with all of the relevant paper to ensure a smooth customers journey. We will require all contents and value of contents. Any contents we are not told about may delay delivery. Please note that customs is out of our control, and we cannot be held responsible for any delays.

  4. 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 claims@sherpr.co.uk.

    Please file claims within: 

    • 14 days of delivery of the Consignment in the case of damage to all or part of a Consignment or loss of part of a Consignment;
    • and in all other cases (including, but not limited to, loss of the whole of a Consignment) within 28 days from when the Consignment was collected or received by us.
    • For any customer service complaints, within 14 days of your delivery date

    Any complaints and refunds will be handled by the customer service department and you should receive a response within 28 working days.

  5. Do you offer complimentary or add on insurance?

    Yes. SHEPRR offers transit liabilty via our trusted courier UPS. Our affiliated partnerhsip with UPS covers tranist liability for delayed, lost or damaged items. Pricing for this cover starts at the followng:

    • £4.99 = £500 
    • £9.99 = £1000
    • £14.99 = £1500
    • £19.99 = £2000

    We offer tranist liabilty up to the value of £20,000. Please call us on +44 (0)2034882783 or email us on contact@sherpr.co.uk to purchase tranist liability. 

    In the instance that you have not purchased transit liability, UPS offer complimentary cover of £50 and Parcelforce £100. We are affiliated with provides such as MPI brokers and Yellow Jersey Cycle to provide bespoke insurance on items that you require cover for. Please click MPI Insurance or Yellow Cycle Insurance

  6. Can I become a SHERPR affiliate partner?

    We would be delighted to hear from you, whether you want to promote our service to your customers or work with us on larger events. Please email us on partners@sherpr.co.uk.

  7. My box/bag is showing as ‘Delivered’ but I haven’t received it?

    This is likely to be the case where your bag 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 bag can still not be located, please contact us as soon as possible on support@sherpr.co.uk or +44 (0)2034882783.

  8. 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.co.uk or +44 (0)2034882783.