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.
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?
- Complete on-line registration.
- Pay deposit and order boxes.
- Receive and pack boxes.
- Complete on-line Destination Details and Packing List forms.
- Complete the commercial invoice and attach it to the boxes.
- 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 - 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.