Frequently Asked Questions

Using Senda2b
Registration and Login
Booking a Delivery
Labelling and Packaging Parcels
Payments
Using eBay with Senda2b
Sending Amazon orders with Senda2b
Selecting a Senda2b carrier service
Parcel collections
Sending parcels abroad
Sending parcels at a local store
Parcel delivery
Managing a delivery booking
Claims and Compensation

Using Senda2b

Where does Senda2b collect from?

Our carriers collect from all UK addresses.

We do not currently collect from the Channel Islands or from any International addresses.

Where does Senda2b deliver to?

Senda2b delivers to all UK addresses, including England, Scotland, Wales, Northern Ireland, all outlying islands inclding, the Isle of Man and the Hebrides.

Senda2b also delivers to the Channel Islands.

Why do I need to register in order to use Senda2b?

By registering, you give us the opportunity to offer our best possible service to you. It will also help by reducing time for you on future visits. Additionally it enables us to communicate effectively with you.

I am having problems registering on your website.

Please use the Contact Us form and we will endeavour to help you.

Can I order on the telephone?

No. Senda2b only allows online ordering so that we can offer you the best possible prices.

What payment methods do you accept?

Senda2b accepts all major credit & debit cards, as well as PayPal.

Do I need access to a printer?

Yes. The Senda2b labels contain address, carrier information and barcode information that must be printed using a printer. All Senda2b carriers only accept parcels that have got a correct and clear Senda2b label affixed to each parcel.

Our carriers cannot take collection of a Senda2b parcel without this label.

Do you offer discounts?

From time to time Senda2b will offer discounts. Registered Senda2b users will receive information about new discounts and products.

Can I have a credit account with you?

If you are regularly despatching a high volumes (more than 30 parcels a day) on a regular basis then please Contact Us for more information.

Can I send a parcel to an international address?

Yes, Senda2b can facilitate deliveries to most locations outside of the United Kingdom.

Can I send an item to the Channel Islands?

Yes, we have carriers that deliver to the Channel Islands.

Registration and Login

How do I create a secure password?

Tips for creating a secure password:

Include punctuation marks and/or numbers.
Mix capital and lowercase letters.
Include similar looking substitutions, such as the number zero for the letter 'O' or '$' for the letter 'S'.
Create a unique acronym.
Include phonetic replacements, such as 'Luv 2 Laf' for 'Love to Laugh'.

I have forgotten my password. How do I find out what it is?

Use the Forgotten Password feature to request that your password be re-set. Your new password will be emailed to your registered email address.

Why is my email account not recognised?

Please check that you have entered the email address correctly.

If you are still having problems, please Contact Us who will be happy to assist.

Why do I have to activate my account?

Activation ensures that Senda2b has the correct email address for your account on record. This ensures that we send all delivery booking information to the correct email address.

In order to complete registration, we require you to activate your account.

I have lost my activation link. How do I get a new one?

Request a new activation link here. You will be asked to provide the email address that you used to register.

Why have I not received an activation email?

Check your email spam filters have not moved the email into a Spam or Deleted folder. To avoid this happening in future, add no-reply@senda2b.com to your known email recipient or �Safe� list.

Also please check that the email address registered on your Senda2b account is your correct email address.

Booking a Delivery

What if I am not sure of the weight of my parcel?

Please try to be as accurate as possible. Senda2b uses this information to recommend the carrier services that are best suited to your parcel(s).

Please note that providing erroneous information will result in additional Surcharges being applicable.

What is the maximum size and/or weight that is acceptable for each individual parcel?

The maximum weight and size for parcels depends on the Senda2b services selected and varies by carrier. Use our Quick Quote facility, from our home page, to enter the weight and size of your biggest and heaviest parcel. Senda2b will recommend the carrier service that are available to carry your parcel.

Senda2b will always recommend only those carriers that can deliver your parcel.

Do you have a minimum size and/or weight of a parcel?

There is no minimum weight. However your parcel must be at big enough to place the Senda2b parcel label. A minimum surface area of A5 (21cm x 15cm) on one side will do the trick!

Our carriers cannot take collection of a Senda2b parcel without this label.

How many parcels can I ship from one address?

There is no limit to the amount of parcels you can ship.

However if you are planning to be despatching more than 10- parcels at a one time, please Contact Us for further information.

I have lots of parcels to send and find it tedious to enter each parcel separately? Is there an easier way?

Yes! You can use our spreadsheet upload facility. All you need to do is populate our spreadsheet template with the collection address, delivery address and details of each parcel and save it as comma separate values files (or a .csv file). Once you have done this, use the Bulk Upload facility to browse for the file and select it for uploading into Senda2b.

Click here to find out more.

Can I send anything with you?

There are some items that cannot be accepted on any Senda2b service. A full list of Prohibited Items can be found here.

Also, there are some items that can be carried, but are excluded from compensation cover. These are called Restricted Items. A full list of Restricted Items can be found here.

Senda2b and its carriers will accept Restricted Items for carriage, however no claims can be accepted, should they become lost or damaged.

Can I send fragile items?

Yes. We will accept parcels containing fragile items, however these are considered Restricted Items.

Naturally fragile items, such as glassware, antiques & pottery, are excluded from the Senda2b compensation cover and are sent at your own risk.

Items that can be carried on Senda2b but are excluded from compensation cover are considered Restricted Items. A full list of Restricted Items can be found here.

The postcode I am entering cannot be found?

We do use up-to-date UK Postcode Address lists to make it easy for you to enter an address.

If the post code is not found please check that this is entered correctly and try again. Alternatively, you can enter the address manually.

Can I choose a day of collection?

Yes. When you choose your delivery option, select the day that suits you for the carrier to visit for a collection and then choose to book this service.

Can I choose a day of delivery?

Yes. By selecting the type of service you require and the collection date, the available delivery date will be presented to you.

Is there a Saturday delivery service?

Not at this time, although this option will become available in the future.

Can I drop-my parcel off with the carrier instead?

No. Most of our carriers will only collect from the specified Sender address.

However we do offer the Collect+ service which enables you to send parcel(s) by taking them to a participating convenience store near you, for onward delivery to the selected delivery address. Please note that this service typically takes 3 working days to deliver from when the parcel(s) were dropped at your selected Collect+ store.

Why have I not received a confirmation email?

Check your email spam filters have not moved the email into a Spam or Deleted folder. To avoid this happening in future, add no-reply@senda2b.com to your email recipient or �Safe� list.

Also please check that the email addresses registered on you�re my Senda2b account is your correct email address.

Can I have a VAT receipt?

When we send you the confirmation of delivery booking email, this will include a PDF attachment that will contain the VAT Invoice for your records.

We are unable to send duplicate receipts, so it is important that you keep this for your records.

Does the recipient need to be present for the delivery?

All Senda2b delivery services require a signature on delivery, so someone must be present at the recipient�s address in order to complete delivery and sign for the parcel.

On some delivery services we reserve the right to deliver to a neighbour and you are welcome to indicate which address using the Delivery Instructions when you book the parcel. If the carrier driver does deliver to a neighbour then they will leave a calling card at the recipient�s address detailing the location of the parcel.

I have created a delivery booking and selected the carrier service, however when I go through checkout the selected carrier service is no longer available. Why is this?

Usually this is because the selected collection date can no longer be achieved as it is now too late to advise the carrier. You must amend your delivery booking and either select a new collection date for the delivery or choose another delivery option.

Labelling and Packaging Parcels

Can I tie parcels together?

No. All parcels must be shipped and labelled separately.

Compensation will not be provided for parcels that have been tied together and given to the carrier that subsequently become lost.

Does my parcel need to be boxed?

We ask that all parcels are safe, secure and robust with the Senda2b label clearly visible.

Please read our Packaging Guide for more information.

How can I be sure I have packed my parcel properly?

We provide an excellent Packaging Guide here.

All items must be cushioned and protected with suitable outer packaging and the corners protected. Consider that the parcel should be able to be dropped from a height of at least 1.5metres onto a hard surface, so your packaging must be able to protect the items within the parcel to withstand any damage that may occur as a result of that type of event.

Please note if the parcel(s) are not correctly or insufficiently packaged, then the driver may refuse to collect it. Additionally, if the contents are not protected adequately then a claim will not be accepted for damage that occurs in transit.

Why do I need a printer?

The Senda2b labels contain the delivery address details, carrier information and parcel tracking barcode that is required in order to successfully deliver the parcel(s) and this label must be printed using a printer. All Senda2b carriers only accept parcels that have got a correct and clear Senda2b label affixed to each parcel.

Our carriers cannot take collection of a Senda2b parcel without this label.

If you are sending a parcel to a destination outside of the EU, you will also need to print off the relevant customs documentation. If your parcel does not have the appropriate (and correctly completed) customs documentation your parcel will not be accepted through customs of the relevant delivery country. Please click here for more information on sending parcels abroad.

Do you supply packaging materials?

No, however we plan to offer this facility in the future.

Do you supply packaging materials?

No, however we plan to offer this facility in the future.

Payments

What payment methods do you accept?

Senda2b accepts all major credit & debit cards, as well as PayPal.

What is the 3D Secure scheme?

Senda2b uses 3-D Secure in order to provide an additonal security step for online payments and to protect both against fraudulent use of credit and debit cards. If your card has been enrolled in a 3D Secure scheme, such as Verified by Visa or MasterCard Secure Code, your bank will ask for additional information in order to complete checkout.

Why is there a difference between individual parcel prices and the subtotal?

In order to provide customers with the actual cost of each delivery, Senda2b displays the individual (line) price inclusive of VAT. However to comply with the tax laws, Senda2b calculates VAT at the time of invoice. In order to calculate the actual VAT, the ex VAT price of all parcels in the Delivery Basket are summed together and the VAT calculated for the whole amount. This will provide the amount to be charged. Whereas if VAT is calculated on each individual line, any rounding that occurs during a VAT calculation (to bring it to the nearest penny) may lead to a slight difference to the actual amount charged.

Using eBay with Senda2b

I am an eBay user. How do I create a delivery booking without typing a thing?

Firstly you must link your eBay account to Senda2b. Once you have done this, you can easily load your sold items into Senda2b by specifying the relevant listing dates and click Load Sold Items.

Find out more.

Do I need to tell Senda2b my eBay login and password?

No. When you choose to link your eBay account, you are re-directed to eBay to commence the linking process � this will require you to login to your eBay account.

Why do I have to login to my eBay account?

You must login to your eBay account to confirm your request to link your eBay account to your Senda2b account. This ensures that both eBay and Senda2b recognise that you wish to link them together.

How many ebay accounts can I link to Senda2b?

As many as you like!

What does the status "Incomplete" mean?

This is an eBay status relating to your listing. Incomplete simply means that it hasn�t yet been paid for and shipped.

What are the eBay transaction dates?

These transaction dates represent the latest date that an action has occurred on your listing. For example, if your listing was sold on the 21st of the month, simply make sure that your "From Date" and the "To Date" capture this selling date.

Why do I have to check my weights and dimensions when I load my eBay items?

eBay is unable to provide us with any weight and dimension information for your listing.

It is up to you to update the Delivery Details from the Delivery Basket, before you book your delivery.

Where does the collection address come from for items that are loaded from my eBay account?

For your convenience, Senda2b assumes that your registered eBay address is the collection address. If this is not correct, then edit the Delivery Details in the Delivery Basket, before you book your delivery.

How can I remove a linked eBay account from Senda2b?

Go to Manage eBay Accounts and click the �Remove Link� URL below the eBay account that you wish to unlink. You can re-instate it any time by clicking �Link eBay Account�.

Sending Amazon orders with Senda2b

I sell on Amazon. Can I use the Orders Report to create delivery bookings?

No. However you can use the Senda2b spreadsheet upload facility to easily create delivery bookings from information on your Amazon Order Report.

Selecting a Senda2b carrier service

How does Senda2b automatically choose a carrier for me?

For eBay users and multi-parcel uploads, Senda2b use the parcel information to automatically choose the carrier service that best suits your parcel, at the cheapest price and for the soonest collection date.

You can amend the selected carrier service and collection date yourself, or choose to specify your own Booking Preferences.

How can I get a same day collection?

Senda2b are unable to offer same day collections.

Parcel collections

Can I choose the time that my carrier can collect from me?

No. The carrier driver will arrive between the times presented at time of booking a delivery.

Do I have to be in when the parcel is collected?

Yes. The Sender of the parcel must be at the Collection Address to hand the parcel(s) over to the carrier.

Please note that any parcels left in a �safe place� will not be collected.

What happens when the parcel is collected?

The parcel will be collected by the carrier that you selected during the delivery booking process.

On arrival, the driver will check the parcels to ensure that they are packaged and labelled correctly.

The driver will then scan the Senda2b label barcode and give the Sender a receipt to confirm that they have collected the parcel.

What if I miss the scheduled collection?

If you are not present when the carrier calls then the courier will leave a calling card. This card will contain the contact details of the carrier which you should use in order to re-arrange the collection.

If you have any problems please Contact Us.

It's 5pm and my parcel still hasn't been collected.

Our carriers may collect at any time up until as late as 8pm.

What if my parcel isn't collected on the scheduled collection day?

Our carriers have a high success rate. However, if the collection does not happen on the scheduled day please Contact Us and we will rearrange the collection for you.

Should the recipient sign for a parcel if it appears to be damaged?

Yes. The Recipient should not refuse delivery, but should contact the Sender in the event of the parcel being damaged. Senda2b is only available to consider claims for loss or damage from the person who booked the delivery. For more information please read our Terms and Conditions.

Sending parcels abroad

What items can I ship abroad?

There a number of items that cannot be shipped to other countries due to import restrictions in those countries. Unfortunately, we do not have a full list of those (some are in our Prohibited Items and Restricted Items lists) and you will need to check with the customs lists for those countries (there isn�t one single place).

What customs documentation must I proivde?

For parcels being sent to destinations outside of the EU, the appropriate customs documentation must be provided, with the parcel, when collected.

The following details the appropriate documentation that will be required if you are sending a parcel to a destination outside of the EU.

DPD Global Mail

CN22 for parcels where the value of contents is under �270
CN23 for parcels where the value of contents is �270 or over

To find out more about CN22 and CN23 documentation click here

HDNL (for deliveries to Jersey and Guernsey)

Commercial Invoice irrespective of the value of the contents

My parcel contains items under �270. What customs documentation do I need to provide?

If you are using the DPD Global Mail service you will need to complete the CN22 and affix it to the outside of your parcel.

Senda2b will produce the CN22 documentation for you when you book your delivery. This will be emailed to you along with your parcel label when you book your Senda2b delivery.

The CN22 will need to be afixed to the outside of your parcel, along with the label, and the sender will need to sign the CN22 where it states �Signature�.

To find out more about a CN22 click here

My parcel contains items over �270. What customs documentation do I need to provide?

If you are using the DPD Global Mail service you will need to complete THREE copies of the CN23 document for each parcel that you are sending.

Senda2b will produce the CN23 documentation for you when you book your delivery. This will be emailed to you along with your parcel label, when you book your Senda2b delivery.

However you will be required to complete the CN23 with all of the relevant item information contained within the parcel, on all THREE copies of the CN23.

To make it easy for the customs authorities to inspect these documents, the completed CN23 documents should be put into a plastic �Documents Enclosed� wallet and attached to the outside of the parcel.

An example of a completed CN23 document can be found here

Can you tell me what customs charges I could be liable for?

No. Senda2b will not be able to advise what customs and excise tax and duties will be applicable at the destination country.

Sending parcels at a local store

Where can I send my parcels?

Collect+ has a range of stores, click here to see the stores that are available.

What are the opening times of the stores?

The opening times are advertised on the Collect+ websites, click here to see the opening times for the participating stores.

Do I need to bring anything when I drop a parcel to the store?

Only your parcel !

Parcel delivery

Where is my parcel?

You can track the parcel under Track Parcel from the homepage or from My Account � if you are the person who arranged the delivery.

The recipient can also see track the parcel using the parcel tracking number, which is also on the label of the parcel. Click here to find out more about how to track a parcel.

If you are sending a parcel outside of the United Kingdom using the DPD Global Mail service, parcel tracking is only available from parcel collection until the parcel has been handed over to the international mail service, in Slough. Please note that there will be no further parcel tracking available after this point and we will not be able to provide you with proof of delivery.

I can't find my parcel using �Track a Parcel�?

Please check that you have entered the correct tracking number found on the Label that you printed. If you are still having trouble, then please Contact Us.

What do the parcel statuses mean?

The statuses provide information as to where your parcel is in the collection and delivery journey. If you have any queries, please Contact Us.

When will the delivery be made?

Delivery will be made on the day(s) and between the time(s) were specified at delivery booking.

How long will delivery take?

The delivery depends on which delivery service was selected when the delivery booking was made. Some delivery services offer a guaranteed delivery day, others may delivery during a window of a few days.

What if there will not be anyone home on the day of delivery?

All Senda2b delivery services require a signature on delivery, so someone must be present at the recipient�s address in order to complete delivery and sign for the parcel.

On some delivery services the carrier reserves the right to deliver to a neighbour and you are welcome to indicate which address using the Delivery Instructions when you book the parcel. If the carrier driver does deliver to a neighbour then they will leave a calling card at the recipient�s address detailing the location of the parcel.

My recipient did not receive the parcel on the day promised. What do I do?

Check Track Parcel to see the status of the parcel delivery. It maybe that the carrier has been unexpectedly delayed or has attempted delivery and left a calling card at the delivery address.

If you need to, please Contact Us, if you need to and we will investigate the reason for the delay.

Managing a delivery booking

Can I cancel a collection that I have ordered?

No. Once you have chosen your carrier service, delivery date and paid for the delivery, the carrier is automatically scheduled to initiate the collection.

I made a mistake on my delivery booking that I have paid for. How can I change the details?

If you have already paid for the delivery booking please Contact Us as soon as possible.

Because we advise our carrier immediately of any delivery booking it may not be possible to make a change.

Claims and Compensation

How much compensation is offered?

There is a standard level of compensation, depending on the carrier selected. Please click here to see find out more about Our Carriers and to find out more about the compensation levels available for each carrier.

Do I get compensation for late collection?

Our carriers have very high levels of service success. None of our carriers offer a guarantee for their collection times. If a service is guaranteed for Next Day delivery, this guarantee will only apply once the package has been collected.

We are unable to provide compensation for failed collections.

How do I make a claim?

Any claim must be raised by the person who booked the delivery with Senda2b.

We cannot deal with claims raised by the Recipient or any other person who is not the booker of the delivery, as we have no legal contract with them. In the event of a compensation claim being required, please Contact Us and we will tell you how to proceed.

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Frequently Asked Questions

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