How will my goods get to the destination?

Within Europe to almost all destinations we will deliver door to door using one of the top courier company's in Europe. Your packages will be dispatched immediately and directly to your destination, delivery only usually takes a few days.

My shipment is within Europe but outside of the EU

With a few small alterations the procedure is exactly the same as for destinations within the EU. Some actually work to your advantage in that you are not charged VAT though you will have to complete a few more forms as your boxes will require customs clearance on-route.

For Switzerland and Norway we have copies of the forms that you need to complete on-line in the registered user area, these should be completed, printed off and included in the document pouch that you will receive through the post from us.

We will guide customers to other non-EU destinations as required.

What is included in the price and why is it so cheap?

The price you see on the website is everything you will pay in normal circumstances including VAT. There are no surcharges for customers outside of the M25 or for payment by credit card. Though some areas in the UK will attract a surcharge this is restricted to the highlands of Scotland and off-shore destinations.

We want to offer our customers cheap but reliable shipping to anywhere in the world. We try to keep our costs to a minimum by asking our customers to do some of the work for us, this means we ask you to complete a registration and complete other documentation on-line, this saves us having to re-enter information both for our own use and that of our transport partners. We also keep costs down by not offering full extended cover on the goods that we carry.

What happens if a box is lost or there is something broken?

We have a duty to care for your goods and we will do this to the best of our ability. However, we will not be responsible for loss of your goods beyond the limited liability extended under our trading terms, this means that in the event of loss you would receive a maximum of £25 per box.

It is your responsibility to pack properly and to make sure the contents do not move around in the box while in transit, if they can move they are much more likely to get broken.

As we have not packed the boxes or inspected contents prior to acceptance you are not covered for any breakages or loss from a box unless you have made a specific note of external damage to the box when it is delivered to you at destination, our liability is limited to £25 per box.

Any notification of loss or breakage must be made to us in writing within 5 days of receipt.

Can I get Extended Cover?

Yes, we offer full transit liability cover which extends our standard trading terms and would in the event of complete loss of a box or boxes repay the full declared value.

The premiums are calculated based on a built up value; value of goods plus cost of freight plus 5% up lift. The premium payable is 3% of this built up value:

Plus

Extended Cover Commission: 5% of premium
Admin fee: £2.50 per shipment.

Minimum charge: £15.00

There is an claim excess of 1% of value. Minimum £50.00

The cover excludes breakage, scratching, denting, chipping, staining and tearing, including trunks suitcases and the likes. Also excluding claims for missing items.

We do ship many consignments without cover and we have set up a system that minimizes the amount of handling that your boxes will have and so reduce the risk of theft or damage. We ship PC's, musical instruments, bicycles and other such items for our customers on a regular basis without problem, while there is no guarantee it does illustrate the care we take.

Are there any special offers?

Throughout the year we try to give special offers, details of these offers are sent to registered users and are listed on the special offers page in the registered users area of the website.

How do I find out when my boxes have been shipped?

As soon as we receive your final payment we will book collection for the date you have requested. When the boxes are collected they are immediately despatched to your destination, an approximate transit time was included on the email you received when you completed the registration form.

What happens when the goods reach the destination?

As soon as the boxes arrive at their destination they are sent out for delivery. The carrier will not contact you before delivery unless there is some local difficulty.

What if I am not there when the boxes arrive?

The driver will leave a card with a phone number that you can contact to re-arrange delivery on a day when there will be someone at home, there is no extra charge for this second attempted delivery. If delivery continues to fail the boxes are liable to be returned to the UK, if this happens additional charges will be incurred for re-shipment and storage.

Is the service door-to-door?

We offer a full door-to-door service to almost all destinations within Europe. In some remote areas or where weather conditions prevent door to door delivery you will be contacted at destination and you will collect your shipment from a local depot or post office.

How should I pack my goods?

The boxes we provide are top quality export cartons and will protect your belongings on their journey.

Wrap anything breakable in newspaper and place near the centre of the carton.

Do not put more than 30kg in any one box.

No liquids. No Foodstuff. No Animal Products. No Hazardous items. No restricted items i.e. weapons, pornography, drugs (other than prescribed medicine for your personal use). If unsure please ask.

Mark each box in accordance with the guidelines you will receive. Boxes that are not marked are liable to be returned to the UK, if this happens additional charges will be incurred for re-shipment.

Do not over load the box. The lid should lie flat.

If in doubt about any item please check with us before packing.

WE RESERVE THE RIGHT TO REFUSE TO ACCEPT ANY GOODS WE FEEL ARE UNSUITABLE FOR SHIPMENT.

Can you pack my goods for me?

No, VOOVit.com aim to provide the lowest price for shipping your stuff and so is based on self-help to keep our prices to a minimum. There are specialist removals companies who can provide this service for you if required.

I have something big to send, can you still ship it for me?

Yes, it will be handled by our specialist VOOVit XL service.

Our standard tariff, as quoted on this site, is based on the following criteria;

• The weight of a single item must not exceed 30kg
• No item will have a single dimension greater than 150cms
• No item will have a girth greater than 300cms (L + W + W + H + H = girth)

We will try where possible to give you a price if you have completed the registration process and included and oversize item in your details.

Generally the limiting factor is whether one man can lift the item to be shipped, if its too big or heavy for one man, then no, we couldn't take it.

Can I deliver the boxes to your depot myself?

No, because of the way we handle this type of shipment there is no advantage in bringing the boxes to our depot.

How are the empty boxes delivered?

We use a express parcel company to make our home deliveries. When we receive your deposit we will contact you to confirm arrangements for delivery of the flat-packed cartons and tape to your home. We will give you an indication of the day when the van is due to arrive with you, this is usually within 2 working days of you paying the deposit. You will have the option when paying the deposit to choose, at additional cost, for a timed next day delivery.

If there is no one home when delivery is attempted the boxes will be returned to the local depot, a card will be left with the depot's number so you can re-arrange delivery, in normal circumstances there is no extra charge for the re-delivery.

We will also send you by post "The VOOVit guide to shipping within Europe" and forms/notes applicable.

How do I arrange collection and what happens when the boxes are collected?

Prior to booking collection you must have completed the destination details and the packing list forms, this is done on-line in the registered user area.

When the forms are complete pay the balance of the charges due, again this is on-line in the registered user area. On the form you complete to make the payment you can specify a collection date, it helps us if you can give us at least one working days notice but we can usually arrange same day collection providing that all steps, including our receipt of your payment, have been fully compete by 10:00AM.

Once your payment has been receive we will send you email confirmation that we can meet your requested collection date.

The couriers van will call at your home to collect the packed boxes. If there is no one home and the van has to make another trip there will be additional charges.

We cannot give you specific collection times, all collections are between 09:00 and 17:00 Monday to Friday only (excludes bank holidays etc.)

All collections must be made from the ground floor. If you live in a multi-storey building the boxes must be moved to the ground floor.

When do I have to pay?

You pay a deposit to receive a delivery of empty boxes, boxes are usually delivered within 2 working days of receipt of your payment.

Collection of the packed boxes is arranged when we receive the payment of the balance due for your shipment, we would ask that you make this payment at least one working day before your requested collection day.

Pay on-line the registered user area or send your cheque payable to VOOVit Ltd, 7 Marine Terrace, Waterloo, Liverpool, L22 5PR. You can also make a payment direct to our bank account at any branch of HSBC, if you wish to use this option please let us know and we can guide you through the process.

Can you store my goods for me before sending them?

Yes, we have storage facilities at our depot in Liverpool. Contact us for storage prices. The price will depend upon how long you wish the goods to remain in storage.

What is the Destination Details form?

This gives us information about you, your goods and where to send them. We use this form to complete the shipping documentation. The destination details form is in the registered user area of the site.

What is the packing list form?

You should complete a packing list for each box in your shipment. The list should list the contents of each box and show a value for each item, general terms such as clothes, books, CD's should be used rather than listing each individual item. This gives a list of everything in the box and will be used by the customs authorities when you arrive at your destination or for extended cover purposes.

Packing lists are completed in the registered user area of the site.

I have a question that is not covered here, who do I ask?

Contact us via email and we will try to answer any of your questions. Contact

Can I phone you?

You can call the VOOVit helpline on 0901 201 0192, calls cost 50p per minute, charges from mobiles may vary.

How big are the boxes you supply?

We stock one size of box;

580mm X 430 mm X 385 mm (External)
565mm X 425mm X 360mm (Internal)
Maximum load weight: 30kgs

What are the basic steps?

1. Complete on-line registration.
2. Pay deposit and order boxes.
3. Receive and pack boxes.
4. Complete on-line Destination Details and Packing List forms.
5. Pay balance of charges due and book collection.

What information will I receive from VOOVit.com?

At each step of the way as your order progresses through our system you will receive confirmation from us. All communication will be by email to the address you entered on your registration.

Having completed a registration you will receive confirmation of the price to your selected destination based on the details of the shipment you have provided.

When you pay the deposit you will receive and automated receipt. When we have confirmation of payment from your card company we will confirm receipt of your order and tell you when you should expect delivery of the empty boxes.

We will also send you by post "The VOOVit guide to shipping within Europe" and forms/notes applicable.

When the balance is paid you will again receive an automated receipt. When the confirmation of payment is received from your card company we will confirm receipt of your payment and that we are able to comply with your requested collection date.

I am not a student, can I still use VOOVit.com?

Yes you can, though you will pay slightly more.

Are there any group discounts?

Yes, each person should register and nominate someone to be our focal point. Contact us and we will guide you through the process and let you know how much of a discount you will receive.

Do you do house removals?

Yes, through our extensive professional links we can provide whatever service you are looking for.

Can you give me a price for a full container?

Yes, through the VOOVit XL service.

Do you ship cars or motorcycles?

Yes, through the VOOVit XL service.

I need an express service, can you help?

We have a number of timed delivery options available in the UK;

• Next working day
• Next working day before 10:30
• Next working day before 12:00
• Saturday delivery

The express service is available for the delivery of the empty boxes only. You will be able to choose one of these options when making payment. Pease note the express service is not available in surcharge areas.

We do not offer a timed or guaranteed transit time service for deliveries outside the UK.

Are there any hidden extra charges I should know about?

The price you see on the screen is all you will pay in normal circumstances. There are however some additional charges that would be applied in specific circumstances. Additional charges.

Can I use my own boxes?

Yes, provided that they are strong enough for the journey. Our packing guide has more information.

How quickly can you get boxes to me?

The van comes to collect boxes from us every working day at 12:00 noon, if we have your order before this time they will be sent out the same day and will usually be delivered within two working days.

You can pay extra for either a guaranteed next day delivery, next day before 12:00 noon or next day before 10:00AM. When you order boxes you can select the delivery option you require.

We can collect the packed boxes at short notice though we ask for at least 24 hours notice if possible. We are unable to deliver and collect boxes on the same day.