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 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.

  2. 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


  3. 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). 

  4. 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.

  5. 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.

  6. 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. 

  7. 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.

  8. 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. 

Recent Questions

  1. How do I make a claim?

    If your items have been damaged in transit, please email us at support@sherpr.com with photos of the damage and a description in writing, within 7 days of delivery of the goods.

    We will then send you our claims form to complete, and once you have sent this back to us with supporting evidence, our claims team will raise this with the couriers on your behalf. Please do not file a claim directly with the courier yourself as it will be rejected.

    Some items shipped on our services are on a non-compensation basis, please check our non-compensation list prior to adding additional cover. Please find our list attached here - Prohibited Items

    Please note that there is a £50 excess fee on a successful claim. 

    Please see our Terms and Conditions regarding claims.

  2. What is a Brexit customs surcharge?

    As the UK has now left the EU, shipments traveling between the UK and Europe are now subject to customs clearance procedures.

    Our courier partners are accounting for the additional cost by charging Sherpr. We have taken the decision to pass this charge on at cost - Sherpr does not profit from this surcharge.

    We hope that once the initial disruption has settled down that our courier partners will be able to reduce or remove this charge fully. 

  3. Service Updates

    Every day Sherpr sends more into Europe from outside of the UK than from the UK. Our experience and preparations mean we are confident once the services resume our customers will be able to continue to make use of the service they have come to rely on over the years. 

    Please check in with us on a daily basis to see updates on the progress of Brexit and our service.

  4. Shipping Changes

    All packages going to the EU from the 1st of January 2020 will require a customs declaration. With Sherpr, you can do this electronically as of the 15th of January. 

    Where this is not supported then customs forms in the form of CN22, CN23 and Commercial Invoices will be required. Sherpr supports these but relies on accurate data from you, our customers, to ensure that these legal forms are correct. 

    Customs forms require

    • HS code
    • Correct weight
    • Price of each item
    • Country of Origin

    Simple step by step instructions will be provided to you by Sherpr during the post-booking process via your dashboard.  

  5. Can I cancel my order or get a refund?

    If you need to cancel your order, you will need to contact us directly via phone/chat/email.

    We can only issue a refund for bookings that have the Super Flexi booking fare.

    If you have opted for anything other than the Super Flexi fare we would be unable to process a refund.

  6. I haven't received my labels?

    Please check your spam and junk folders as some inboxes will push unknown emails there. If you still can't locate them then please email support@sherpr.com and we will resend them.

  7. 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.

  8. Shipping to Canary Islands

    We do not ship to the Canary Islands due to customs