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Customer Help Centre

What can we help you with?

What is a surcharge and how can prevent being charged?


A surcharge or underpayment charge is an additional charge issued to a sender when the parcel does not match what was declared during the order process.

Can I dispute a charge?

Yes, if you've been issued an underpayment charge that you have sufficient evidence to dispute, complete the form on our website and we will investigate your query with the courier.

We will get back to you by email once the courier responds.

How do I prevent being charged in the future?

Keeping yourself from being hit with future charges is simple enough - it just takes a few double-checks on your part before you book your parcel for delivery. So, before you send, check the following:

The actual weight of your parcel

The dimensions (length, width, and height) of your parcel

Our packaging guidelines

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