Please note there are seperate FAQ sections for International, European and UK shipments, to save any confusion please ensure you
visit the appropriate page.
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. Please note these services are
not available in
surcharge areas.
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Is the service door-to-door?
No. Empty boxes will be delivered and then collected from your door in the UK,
but you will have to arrange collection from the port or depot at destination. It is a door-to-port service.
We don't offer a door-door service, this is because VOOVit is set up to offer the lowest cost solution and I have
found that it is much cheaper for customers to arrange home delivery locally. As I am sure you will appreciate trucking
companies anywhere in the world will add a much bigger mark-up when billing someone overseas rather than a cash paying
customer on their doorstep. It also gives you the opportunity to shop around for the best prices not just the one we
would be able to offer you.
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How are the empty boxes delivered?
We use an 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 courier 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.
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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 next day delivery, next day before 12:00 noon or next day before 10:30AM.
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.
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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 received 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.
The driver will not call you by telephone prior to or on arrival, they will knock on your door or use the doorbell.
We cannot give you specific collection times, collections in most areas are between 10:00 and 17:30 Monday to Friday only
(excludes bank holidays etc.)
When we send you confirmation of your collection along with the labels by email we will confirm the collection times in your area.
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.
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I don't want to wait for the collection can I deliver to your depot myself?
Yes, there are depots where you can drop off your boxes in most UK cities/towns, but you must let us know at the time of
booking that you wish to take this option and we can make the appropriate booking with the courier.
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How will my goods get to the destination?
By sea. We pack everything into a sea freight container, these are wind and water tight. Once the container has been loaded with
everyone's goods it is sealed and transported to the docks where it is lifted onto the ship.
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Customs clearance?
When goods arrive at any destination outside of the EU after departure from the UK they must be declared to the local
customs officials for clearance. The clearance process is usually quite simple and you can complete the formalities yourself
at no extra cost.
You will be responsible for any import duty or taxes payable. Used personal effects that you intend to keep do not usually incur
duty however the final decision is made by the customs officer at destination at the time of importation and is totally outside
of our control.
You will be responsible for any import duty or taxes payable. Used personal
effects that are over 12 months old and you intend to keep do not usually incur
duty however the final decision is made by the customs officer at destination at
the time of importation and is totally outside of our control.
The actual process differs greatly between countries and we do not include an
advisory service as a part of the services we provide. The destination agent be able to complete all formalities on your behalf should you wish but this
will be at extra cost, we would also advise you to check prices with other agents as you may be able to obtain cheaper prices.
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What happens when the goods arrive at destination?
Prior to being able to collect your boxes you will need to complete the following steps:
- Payment of local charges
- Declaration to local customs authorities
It is your responsibility to check that your shipment complies with all local import requirements and any restrictions that may apply,
we have links to many customs authorites in the registered user area of our web site, contact us if your destination is not shown.
You will have to arrange collection of your boxes from the port of arrival. We do not offer home delivery because the prices we are
quoted are usually higher than are available to you locally when you arrive.
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How much will I have to pay at destination?
The minimum charge ranges between £30 and £200 and varies from destination to
destination and will be payable at all destinations. On the email you receive
when you register there are details of the minimum charges applicable to your
destination; you may incur additional costs should you ask the agent to carry
out work for you, delay collection or arrange home delivery for example. These
charges cannot be pre-paid to ourselves and are outside of our control and are
therefore subject to change without notice.
You can pay £30 to £200 for customs clearance but in most countries you can
complete customs formalities yourself at no extra cost should you wish.
You will be responsible for any import duty or taxes payable. Used personal
effects that are over 12 months old and that you intend to keep do not usually
incur duty however the final decision is made by the customs officer at
destination at the time of importation and is totally outside of our control.
You will have to arrange collection of your boxes from the port of arrival. We
do not offer home delivery because the prices we are quoted are far higher than
are available to you locally when you arrive. After a short period of free storage
rent charges will be added to your standard charges for each day the goods are left at the docks,
this rent charge is usually very high so we recommend that you ensure that you or your nominated
representative can take immediate delivery. If you do incur rent you will have to pay in full
before the goods will be released back to you.
In some countries you can have a friend or relative effect the Customs clearance on your behalf providing they have all of the necessary
documents.We strongly recommend that you check local customs procedures and restrictions before having someone else attempt
to clear used personal effects on your behalf. You will find link to all customs authorities here: Customs Links
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What if I am not there when the goods arrive?
In some ports goods will be stored at destination for a few days free of charge. After this free
period rent will be added for each day the goods are left at the docks, this rent charge is usually
very high so we recommend that you ensure that you or your nominated representative can take immediate delivery.
If you do incur rent you will have to pay in full before the goods will be released back to you.
In some countries you can have a friend or relative effect the Customs clearance on your behalf providing
they have all of the necessary documents. You will find link to all customs authorities here: Customs Links
and recommend that you familiarise yourself with the import process.
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What are the basic steps?
- Complete on-line registration.
- Pay deposit and order boxes.
- Receive and pack boxes.
- Complete on-line Destination Details and Packing List forms.
- Pay balance of charges due and book collection.
You will be able to do everything through our website and we will guide you as you progress through the process,
sending you emails along the way with with guidence and further information.
A full step-by-step guide is available here.
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How long will it take to arrive at destination?
After collection of your boxes will be taken to a container packing depot where they will be held pending loading, the expected time between collection
and loading and the estimated transit time to your destination is shown in your registration email.
Please note that we do not offer a guaranteed transit time and our service should not be used for time sensitive shipments.
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How do I find out when the next container is being loaded?
We normally ship your boxes within 14 days of collection, though this can stretch to 4 or more weeks.
Contact us at anytime for the latest departure information to your destination.
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How will I find out when my boxes have arrived at destination?
When your boxes depart from the UK we will send you an email with the estimated arrival date along with the contact details of the
agent who will be looking after the unloading of the container. We suggest you contact the agent around 7 days before the
expected arrival, the agent will then be able to guide you through the rest of the process.
At many destinations the agent will contact you shortly before arrival but they are under no obligation to do so,
it is your responsibilty to contact them and to make arrangement to collect your boxes from their depot.
Additional charges will be incurred should you not contact the agent promptly.
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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.
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What is the Packing List form?
Packing lists are completed in the registered user area of the site, our system will automatically
recognise when you have reached this step and display the form on screen.
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.
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Can you give me a price for a full container?
Yes, through the VOOVit XL service.
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Do you do household removals?
Yes, through the VOOVit XL service.
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Can I ship a car or a motorcycle?
Yes, through the VOOVit XL service.
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Are there any restricted items?
We cannot accept the following and are prohibited for shipment
- Perishable goods
- Foodstuffs of any description
- Tobacco, Cigarettes or other similar items
- Liqids
- Hazardous materials such as paint, matches, aerosol cans, gas canisters or other flammable materials
- Firearms and ammunition
- Plant or soil samples of any kind
- Corrosives and explosives
- Pornography or other banned material
There may also be further restrictions on other goods at some destinations, it is your responsibility
to ensure you comply with all local regulations at destination.
This is not a comprehensive list. Full details can be found here -
Our standard tariff, as quoted on this site, is based on the following criteria;
When looking up a price on our website you will be advised on-screen if an item exceeds these limits.
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.
6% Middle East, India, Pakistan & Sri Lanka, East & West Africa, South America and West Indies.
When you reach the final step in the on-line process our system will work out how much is payable for you based on the value
you gave for your goods when you completed the packing list.
If you wish to take the extended cover answer "yes" when asked if you wish to take it.
The cover excludes breakage, scratching, denting, chipping, staining and tearing to packaging, including trunks,
suitcases and the likes.
The cover also excludes claims for missing items. For a full list of exclusions and further details of extended cover
click here.
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 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.