Office hours: 9:00am – 5:00pm VOOVit helpline: 0151 924 4455

Office hours: 9:00am – 5:00pm 0151 924 4455

Contact us if you can find an answer to your question.
FAQ for shipments from UK to International Destinations

FAQ - International Destinations - Airfreight

Please note there are seperate FAQ sections for Surface International, European and UK shipments, to save any confusion please ensure you visit the appropriate page.


Getting Started

Delivery and Collection in the UK

At Your Destination

How We Work

Service Limitations

About VOOVit.com

General Information

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 in the registered user area or send a cheque payable to VOOVit Ltd, 166 Linacre Road, Litherland, Liverpool, L21 8JU. 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.

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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

Please note VOOVit boxes are not available to all destinations.

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Can I use my own boxes or suitcase?
Yes, provided that they are strong enough for the journey. Our packing guide has more information.

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I need and 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. Please note these services are not available in surcharge areas.


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Is the service door-to-door?
Yes. Empty boxes will be delivered and then collected from your door in the UK, airfreighted to your destination where they will be customs cleared and sent for delivery to your final destination address.

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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 commercial invoice, 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 air. We bring your boxes to our depot where they will be checked. We will check the packaging, documentation, dimensions and weight of the boxes prior to despatch with the carrier.

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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, this is included in the price.
You will be responsible for any import duty or taxes payable. Used personal effects that you intend to keep following an extended stay in the UK 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.

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What happens when the goods arrive at destination?
Your boxes will be declared to the local customs authority and assessed for duty and taxes.

It is your responsibility to check that your shipment complies with all local import requirements and any restrictions that may apply. Customs Links.

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How much will I have to pay at destination?
In normal circumstances there should be no additional charges to pay at destination.

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What if I am not there when the goods arrive?
This shouldn't be a problem so long as there is someone at the destination address you have given us to receive the boxes on your behalf. If delivery is attempted and there is no one home the boxes will be held at a local depot, you will then either have to contact the depot and arrange another delivery or collect from the depot. If you do not contact the local depot promptly the boxes may either be destroyed or returned to the UK at your cost.

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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. Complete the commercial invoice and attach it to the boxes.
  6. 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 brought to our depot where they will be checked, 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 departure is?
Unlike seafreight we do not have to wait for a container to be full before it is despatched. Airfreight consignements are despatched on a daily basis.

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How will I find out when my boxes have arrived at destination?
When your boxes are collected in the UK we will send you an email with the estimated arrival date at destination. You will also have received tracking information. This information will allow you to track progress of each individual box through to final delivery.

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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?
No, our airfreight service has size and weight limitations.

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Do you do household removals?
Yes, through the VOOVit XL seafreight service.

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Can I ship a car or a motorcycle?
Yes, we do offer this facility to many destinations through the VOOVit XL seafreight 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 (including nail varnish), 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 - prohibited items

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I have something big to send can you ship it for me?
Yes, it will be handled by our specialist VOOVit XL service. Contact us for further details


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How long have VOOVit.com been in business?
VOOVit.com started in November 2001, initially offering shipping services for students returning to China having finished their studies in the UK. Since then our business has changed and we now ship all over the world, and not just for students, our services are available to everyone.

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What hours is your office open?
The office is open 09:00 to 17:00 Monday to Friday (excludes public holidays). The office is also usually closed over the Christmas and New Year period, details of closure are posted on the website during December.

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I am not a student, can I still use VOOVit.com?
Yes you can though you will pay slightly more.

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Are there any group discounts?
Yes, nominate someone to be our focal point, they should register giving details of all items to be shipped. Contact us after you receive your registration email and we will guide you through the process and let you know how much of a discount you will receive.

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Are there any special offers?
We do from time to time have special offers. These will be advertised on websites such as facebook as well as posters in libraries and halls of residence. Registered users will receive notification of any new offers that are available to specific destinations.

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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, Northern Ireland and off-shore destinations. Surcharge Areas
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 other documentation on-line, this saves us having to re-enter information both for our own use and that of our transport partners, this keeps our costs staff numbers down and is key to our being able to offer low rates.

We also keep costs down by limiting our liability in the event of loss or damage on the goods that we carry. Extended cover is available should you wish to insure your goods. Extended cover

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Are there any additional charges or hidden extras?
There are no hidden charges, but there may be additional charges that are applied in specific circumstances. Full details can be found on the additional charges page.

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Why do I have to register?
When you register you will receive an email confirmation of the standard price for your shipment as well as information of what is included and excluded in the price. We think it is important that you have a writen quotation so you know exactly what you are paying for before you make a booking.
We do not sell or share your information with any other company, nor will we send you emails that are un-related to VOOVit.com. You can choose to be removed from our mailing list at anytime, and everyone is automatically removed from the mailing list within 2 months of the departure date they have given. You will need to have completed a registration to order boxes and proceed with your shipment.
It costs nothing to register and there is no commitment for you to use VOOVit.com

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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 provided under our trading terms, this means that in the event of loss you would receive a maximum of £25 per box.
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, and again 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.

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Can I get Insurance or Extended Cover?
Yes, we offer extended liability cover which extends our standard trading terms and we 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 a percentage of this built up value.

5% USA & Canada

5.5% Australia, South Africa, Far East (inc.China ports)

6% Middle East, India, Pakistan & Sri Lanka, East & West Africa, South America and West Indies.

7% Rest of the World (exclusions apply)

Plus:

Commission: 5% of premium
Admin fee: £2.50 per shipment.
Minimum charge: £15.00

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.

In the event of a claim you will need to support the values declared in the packing list with receipts or invoices.

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.

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How should I pack my goods?
The boxes we provide are top quality 300gsm export cartons, they will protect your belongings on their journey provided they are packed sufficiently well within. For further advice about how to pack, the quality of boxes if you are not using VOOVit boxes and a list of items prohibited from shipment, further information is available on our packing guide page.

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

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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.

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Can you store the goods for me before sending them?
Yes, we have storage facilities at our depot in Liverpool. If you tell us to store your boxes we will charge £10.00 per week or part. This amount will increase for consignments of 11 or more boxes.

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I have a question that is not covered here who do I ask?
In the first instance we would suggest you contact us via our contact page and we will try to answer all of your questions.

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Can I phone you?
Call the VOOVit helpline on 0151 924 4455 or using VoIP 05603 442280.
In the interest of monitoring the quality of service provided, calls may be recorded.

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