Delivery & Shipping Policy

Reviewed: 29 January 2026

At a glance

We forward items using reputable carriers. DAP/DDU is our normal term (Delivered at Place/Delivered Duty Unpaid). Import duties/taxes are the recipient’s responsibility.
Risk transfers when we hand items to the carrier. We can arrange insurance on request where available.
Timeframes are estimates, not guarantees. Carrier delays and customs processing are outside our control.
Restricted and prohibited goods are refused. See our Restricted Goods Policy.

Purpose

This Policy explains how UK Postbox handles shipping and delivery when forwarding or returning mail and parcels at your instruction, including service options, Incoterms, customs responsibilities, insurance, tracking, claims and limits.

Scope

This Policy applies to all outbound shipments (forwarding or return‑to‑sender) and related services (consolidation, repacking, labeling) initiated from any UK Postbox address. It forms part of our Terms & Conditions / User Agreement, Acceptable Use Policy, Website & Platform Terms of Use, Restricted Goods Policy and Mail Inspection & Handling Policy.

Shipping services we offer

Domestic UK and international forwarding via selected carriers and service levels published in‑app or advised by support.
Consolidation and repacking (where feasible) to reduce shipments and/or optimize size/weight; additional fees apply.
Returns to sender (where possible), or disposal in line with your instructions and our policies.
Optional extras where available: signature on delivery, declared value cover/insurance and special handling.

We may change available carriers/services without notice to maintain service quality or compliance.

Cut‑off times and handling

Ship requests submitted before 2:00pm UK time (Europe/London) will usually be processed the same business day; requests after 2:00pm or during weekends/UK public holidays are processed the next business day.
Some services (e.g., consolidation, repacking, customs paperwork checks) may add 1–2 business days to handling.
We’ll notify you in‑app if an item cannot be shipped until we receive further instructions (e.g., value proof, missing customs data, restricted goods query).

Address accuracy and delivery options

You are responsible for providing complete and accurate delivery addresses, contact numbers, and any access instructions. We are not responsible for delay or non‑delivery due to incorrect or incomplete addressing.
Some destinations do not accept P.O. Boxes or have remote area surcharges. We will surface any known carrier restrictions or surcharges where possible.
If a delivery is refused or undeliverable, carriers may return the item to us; we will follow your next instruction (re‑ship, redirect, or dispose). Additional fees and carrier charges apply.

Incoterms, customs and taxes

Forwarding is provided normally on DAP/DDU (Delivered at Place/Delivered Duty Unpaid) terms. In all cases, the recipient is responsible for import duties and taxes, unless we expressly agree otherwise.
Importer/Exporter of Record: You are the Importer (and where applicable, Exporter) of Record and responsible for compliance with customs and import laws.
Accuracy: You must provide accurate contents, value, HS code and origin information. We will not misdeclare or undervalue items.
We may assist with documentation, but you remain responsible for accuracy. We may refuse instructions that appear unlawful or unsafe.
Customs clearance times vary and are outside our control; duties/taxes may be requested by the carrier prior to delivery.

Packaging, consolidation and repacking

We package items using reasonable materials suitable for the chosen service. On request (and where safe), we may remove outer packaging or combine multiple items to reduce cost.
Consolidation/repacking may affect volumetric weight and insurance eligibility. Fragile or manufacturer‑sealed items may not be eligible.
We may decline consolidation where it increases risk of damage, breach of carrier rules, or customs complications.

Weight, dimensions and surcharges

Carriers may bill by volumetric (dimensional) weight; charges will reflect the greater of actual or volumetric weight.
Additional carrier surcharges may apply (e.g., remote area, residential delivery, extended area pickup, oversized/overweight, address corrections, fuel surcharges).
We pass through carrier surcharges and may charge reasonable handling and materials fees.

Tracking and delivery confirmation

Most services include tracking; details are provided in‑app where available. Tracking updates are supplied by carriers and may be delayed.
Signature on delivery is available with selected services; if you choose “no signature”, delivery scans will serve as confirmation.

Insurance and declared value

Optional insurance/declared value cover may be available for some services; terms vary by carrier. If you do not purchase cover, recovery is limited to the carrier’s standard liability.
Proof-of-value documentation must be provided as required by the carrier (e.g., invoice, order confirmation, payment receipt) to support cover and any claim.
Common exclusions typically include: items over a certain value without proof, electronics, jewellery, antiques, perishables, and items inadequately packaged. Insurance also excludes prohibited/restricted goods and consequential loss. Always check the specific carrier’s insurance terms before purchasing cover.

Risk transfer, delays and force majeure

Risk in an item passes to you when we hand it to the carrier. We are not responsible for carrier delays, mis‑delivery, loss or damage once in transit, but we will provide reasonable assistance with claims.
Delivery estimates are not guarantees. Weather, customs inspections and network disruption may extend delivery times.
Force majeure events (e.g., strikes, disasters, regulatory actions) may affect services.

Claims: loss, damage or shortage

Visible damage or shortage on delivery must be reported to the carrier immediately (before signing for delivery, or within 24 hours of receipt) and to us within 7 calendar days with photos of packaging and contents.
Loss/non‑delivery should be reported no earlier than the carrier’s minimum window (often 7–10 days domestically, 15–30 days internationally) and within 30 calendar days of shipment.
We will assist with claims, but the carrier’s decision governs compensation. Claims paid will not exceed the purchased cover or the carrier’s standard liability.

Prohibited and restricted items

We do not handle prohibited goods and we handle restricted items only under strict conditions. See our Restricted Goods Policy. Where our rules and a carrier’s list differ, the stricter rule prevails.

Storage, returns and disposal

If we cannot ship an item (e.g., awaiting instructions, unpaid duties/fees, carrier refusal), we may store it for up to 1 month; after that, storage charges apply.
If an item is returned to us by a carrier, we will follow your next instruction (re‑ship, redirect, or dispose). Additional shipping and handling fees apply.
Where you do not respond within 14 calendar days, we may return or securely dispose of the item to protect safety/compliance.

Sanctions, embargoes and denied parties

We do not ship to destinations or parties subject to UK sanctions, embargoes or export controls (including OFSI consolidated lists), or where carriers prohibit service. We screen shipments and recipient details against sanctions lists; we may suspend shipments pending verification or report to authorities where required by law.

Fees and billing

Shipping charges include carrier costs plus any UK Postbox handling, packaging and service fees shown in‑app or on invoice. Surcharges and taxes are passed through. See our Pricing and your plan details for current rates.

Liability

Nothing in this Policy limits liability that cannot be limited by law. Subject to our T&Cs, we are not liable for indirect or consequential loss arising from shipping, customs or carrier actions. For business customers, any liability we do have is capped in accordance with the limits set out in the T&Cs.

Changes and review

We may update this Policy to reflect legal, carrier or process changes. We will post the revised version with a new Reviewed date and, where material changes affect registered users, provide notice (e.g., email or in‑app). Continued use after the effective date constitutes acceptance.

UK Postbox Limited

13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, Dorset, BH16 6FH, United Kingdom

Support: support@ukpostbox.com

Security: security@ukpostbox.com

Legal notices: legal@ukpostbox.com

Data protection: dpo@ukpostbox.com

Complaints: complaints@ukpostbox.com

Accessibility: accessibility@ukpostbox.com

Website: www.ukpostbox.com

Registered in England and Wales Company Number: 06723381

MLR registration no: XLML00000192390

ICO registration no: ZA038907