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 - Surface

Please note there are seperate FAQ sections for 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

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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?
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?

  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.

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 - 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

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)
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.


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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.
Please note that storage charges DO NOT apply to boxes held in the depot awaiting shipment on the next container departure.

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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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