Frequently Asked Questions
Below you'll find answers to some of the most frequent topics.
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Getting started
Pallet2Ship is a UK-based freight forwarding platform that lets you compare, quote, and book pallet delivery services online. We connect you to established carrier networks — including DHL, FedEx, UPS, Palletways, TPN, Pall-Ex, DSV, Kuehne+Nagel, and Hellmann — for UK domestic, European, and worldwide freight by road, air, and sea.
No. Pallet2Ship is a freight broker and forwarding platform, not a carrier. We work with established carrier networks and select the most suitable service based on your shipment details, route, dimensions, and weight. This gives you access to multiple carriers through a single booking system.
Enter your collection and delivery details in the Instant Quote & Book system on the homepage, input your pallet dimensions and weight, and the system shows available services with live pricing. You can compare options and book in minutes. Get started at pallet2ship.co.uk.
No. You can get a quote and book immediately with no account, no contract, and no minimum volume. If you ship regularly, you can create an account for easier repeat booking and access to features like the cashback programme.
Pallet2Ship is built primarily for businesses — manufacturers, distributors, wholesalers, e-commerce companies, automotive suppliers, and any business shipping pallets domestically or internationally. Occasional and one-off shipments are also supported.
We accept Visa, Mastercard, Switch/Maestro, Solo, Delta, Electron, and PayPal. Payment is taken at the time of booking.
Our platform is designed for online booking to keep prices competitive. For specialist requirements such as FTL, FCL, imports, or complex shipments, our team can assist by phone or email.
Services & coverage
We offer road freight (UK and Europe), air freight (worldwide), and sea freight (worldwide). This includes economy and express pallet delivery, LTL (Less Than Truckload), FTL (Full Truckload), LCL (Less than Container Load), FCL (Full Container Load), oversized pallet shipping, parcel services, and Amazon FBA deliveries. See our Freight Services page for a full overview.
We deliver to and from over 220 countries and territories worldwide — everywhere that DHL, FedEx, and UPS can deliver, plus additional road and sea freight routes across Europe and globally. See our All Destinations page.
Yes. We handle UK exports and imports across all transport modes — road, air, and sea. For imports, you can email our team or use the quote system to arrange collection from an overseas origin.
Yes. UK domestic pallet delivery is one of our core services, with next-day, economy, premium, AM, PM, Saturday, and same-day options available depending on route and service. See our UK Pallet Delivery page.
Your pallet is collected from your premises, taken to a regional hub, consolidated with other freight heading in the same direction, trunked overnight to the destination depot, and delivered the next day or within the agreed transit window. This hub-and-spoke model keeps costs low while maintaining reliable transit times.
Yes. We offer dedicated Amazon FBA services. Select Amazon delivery during the booking process and provide the required details (FBA reference, unit count, carton count, pallet count, vendor name, purchase order/Amazon ID). See our Amazon FBA page.
Road freight is best for UK and European deliveries where cost and reliability matter. Air freight is best for urgent, high-value, or time-sensitive international shipments. Sea freight is best for heavy, bulky, or non-urgent international cargo where cost per kilogram is the priority. Typical transit times: road 1–7 working days, air 1–7 working days, sea 2–8 weeks.
LTL (Less Than Truckload) means your pallets share trailer space with other shipments — you pay for the space you use. FTL (Full Truckload) means a dedicated vehicle is used exclusively for your freight. The threshold is approximately 20 standard pallets. See our FTL & LTL page.
LCL (Less than Container Load) means your cargo shares container space — you pay per CBM. FCL (Full Container Load) means a dedicated container for your goods. FCL typically becomes more economical above approximately 13–15 CBM. See our FCL & LCL page.
Pallet sizes, packing & preparation
Standard UK pallets (120 × 100 cm), Euro pallets (120 × 80 cm), and 120 × 120 cm pallets are all accepted. Oversized pallets up to 600 × 240 cm can be shipped using appropriate services. Do not use American pallets — they are not transportable through our carrier networks. See our Oversized Pallets page.
Network services typically accept pallets up to 1,200 kg. Pallets above 750 kg may require forklift handling at collection and delivery, as most tail-lifts can only handle up to 750 kg.
Place goods on a sturdy pallet with intact boards and 4-way entry. Use heavy-duty boxes, stack heaviest items at the bottom, shrink-wrap the entire pallet including the base, and add ratchet straps for heavier loads. Goods should stay within the pallet footprint where possible. See our Pallet Packing Guide for step-by-step instructions.
A stackable pallet has a flat, stable top that allows other pallets to be placed on top during transit. A non-stackable pallet cannot support weight above it. Non-stackable pallets take up more trailer space and attract a surcharge. Always declare stackability accurately at booking — incorrect declaration is one of the most common causes of additional charges.
Place labels on the sides of the pallet — ideally on at least two sides — so they remain visible throughout transit. Use document pouches to protect them. Never place labels only on top, as they may be covered by other freight.
For UK domestic shipments, no. For international shipments, most destination countries require ISPM-15-compliant heat-treated wood packaging. Enforcement is strict in countries like the USA, Australia, China, and Japan. Enforcement within the EU varies but compliance is strongly recommended for all UK–EU shipments since Brexit. Plastic pallets do not require treatment. See our ISPM-15 guide.
If you are unsure, take photos of your packed pallet and send them to office@pallet2ship. co.uk. Our team can review the images and advise whether the packing meets the standard required for safe transit before collection takes place.
Quotes & pricing
Yes, provided your shipment details are accurate. Additional charges may apply if dimensions, weight, or cargo type are under-declared, or if customs issues arise from incorrect documentation.
The most common causes are incorrect dimensions or weight at booking, declaring a pallet as stackable when it is non-stackable, restricted access at collection or delivery, waiting time beyond the allocated window, and customs delays caused by missing or incorrect documentation.
No. Customs duties and import VAT are separate from the freight charge. Under DAP (Delivered at Place), the receiver pays import duties and VAT. Under DDP (Delivered Duty Paid), the sender pays. See our Incoterms guide.
Collection & delivery
Collections and deliveries are kerbside-to-kerbside. The pallet must be placed outside on a hard, flat surface — concrete or tarmac — accessible to the vehicle. Drivers cannot enter your premises, collect from inside buildings, garages, or sheds, or collect from grass, gravel, or uneven surfaces.
Yes. Someone must be present at both collection and delivery to hand over or receive the freight.
Collection windows are typically between your specified ready time and 17:30–18:00, depending on the carrier and area. Exact times cannot be guaranteed unless a timed service is booked.
Collection failures are rare. If your pallet has not been collected by 16:00, contact our team so we can check with the depot. If collection cannot be completed that day, we will rearrange for the next available collection. Failed collections may need to be rebooked depending on the carrier.
Yes, for lighter pallets on UK road freight services. Tail-lift vehicles can load and unload without a forklift or loading bay. This must be requested at booking.
Customs & documentation
Yes. All international shipments — to the EU and worldwide — require a Commercial Invoice with commodity codes (HS codes), EORI numbers, and the relevant Incoterms. Our booking system generates the Commercial Invoice during the booking process. See our Export & Import guide.
Yes, for all commercial international shipments — not just EU trade. Any UK business or individual involved in importing or exporting goods needs a valid GB EORI. Apply free through HMRC at gov.uk/eori. See our EORI guide.
For commercial shipments via groupage and standard freight services, yes — both the UK sender and the overseas receiver typically need EORI numbers. Courier carriers (DHL, FedEx, UPS) can handle some B2C deliveries without a recipient EORI.
Commodity codes (HS codes) classify what the goods are for customs. They determine duty rates, VAT, and any restrictions. Find them using the UK Trade Tariff tool at gov.uk/trade-tariff. Every product on the Commercial Invoice must have a code. See our Commodity Codes guide.
No. We cannot assign or guarantee commodity codes. The legal responsibility for classification sits with the exporter or importer. We can guide you to the correct HMRC resources.
Most exports operate under DAP (Delivered at Place) — the seller arranges delivery, the receiver handles import customs, duties, and taxes. Most imports operate under EXW (Ex Works) — the sender makes goods available for collection, the receiver handles everything from that point. DDP (Delivered Duty Paid) is available on some services where the seller pays all duties and taxes, but must be confirmed before booking. See our Incoterms guide.
No. All customers must complete the standard Commercial Invoice through our website. This ensures customs brokers receive documentation in the correct standardised format and reduces the risk of clearance delays.
Yes. Since Brexit, all UK–EU shipments require full customs declarations including a Commercial Invoice, commodity codes, and EORI numbers. This is permanent — it applies to every shipment regardless of value, type, or transport mode.
Yes. Under the Windsor Framework, shipments between Great Britain and Northern Ireland require customs declarations. Shipments between Northern Ireland and EU countries generally do not require a Commercial Invoice. See our XI EORI guide and TSS Reference guide.
Under DAP (the standard Incoterm for most Pallet2Ship services), the receiver pays import duties and VAT. Under DDP, the sender pays. Import taxes are calculated based on the declared value and commodity codes on the Commercial Invoice. Goods of UK origin exported to the EU are generally exempt from duty but VAT will still apply.
Customs clearance is handled by our carriers and their customs teams. Clearance is processed using the Commercial Invoice generated through our system. You must provide accurate and complete documentation — incomplete or incorrect information will cause delays and may result in additional charges. The freight price typically includes customs clearance for the UK side, depending on the service.
What can be shipped
We handle a wide range of freight including commercial goods, machinery, automotive parts, construction materials, electronics, industrial equipment, ambient food products, and general merchandise.
No. Pallet2Ship does not handle alcohol shipments on any service.
Yes. Personal effects require a detailed inventory list, correct customs documentation, and professional packing — every item individually wrapped and protected. For air and road freight, personal effects are handled via DHL only and are not carried on standard pallet network services. For sea freight, FCL and LCL services can be used.
New furniture in original manufacturer packaging can be shipped as standard freight. Used furniture is treated as personal effects and must be professionally packed by a removal company — each item individually protected, corners secured, and the full consignment palletised to a professional standard.
Yes. Engines and gearboxes must be fully drained of all fluids, professionally cleaned, and securely bolted or strapped to the pallet. Collection for engines must be from a business address (e.g. a garage or workshop). Select the dedicated engine/gearbox service during booking.
Some batteries can be shipped, but we require the MSDS (Material Safety Data Sheet) to confirm the product is safe for transport. Batteries over 100 Wh are classified as dangerous goods and must be packed, labelled, and documented to IATA specifications with a Shipper’s Declaration. Handling charges may apply for air freight.
Some dangerous goods can be shipped with correct documentation, compliant packaging, and carrier approval. Not all carriers accept all classes, and some destinations have restrictions. See our Dangerous Goods page.
Ambient, non-perishable food products may be accepted on some routes, but many destination countries have strict import regulations for food. Shipping food between the UK and EU has become significantly more complex since Brexit — check with our team before booking.
Insurance & claims
Yes. Insurance can be added during booking for goods valued between £100 and £50,000. For higher values, contact our team at office@pallet2ship.co.uk for a tailored quote.
No. Insurance cost depends on the declared value of the goods, not the destination.
Yes, but used goods are covered for total loss only, not for damage. You must provide a purchase invoice stating the value.
Insurance covers loss or damage during transit when goods are correctly packed and declared accurately. If goods are damaged because of inadequate packing, the insurer may reject the claim.
All services include basic transit cover of £50 per consignment. Beyond that, only limited carrier liability applies — usually calculated per kilogram and significantly lower than the actual value of the goods.
Accept the delivery but note the damage clearly on the delivery paperwork. Do not sign as “goods received in good condition” if there is visible damage — doing so may invalidate your claim. Take photos, retain all packaging, and notify us the same day at office@pallet2ship.co.uk.
Claims must be submitted through the website at pallet2ship. co.uk/insurance-claim within 24 hours of delivery. You will need photos of the item and packaging, an invoice showing value, the consignment number, and details of repairs and salvage value. Claims submitted by phone or fax are not accepted.
Only the person who placed the original booking can submit a claim and receive any payout.
Pallet2Ship aims to conclude claims within 28 working days. The industry standard is 8–12 weeks.
Yes. If goods are damaged, packaging must be retained in case inspection is required. Discarding packaging may invalidate your claim.
Tracking & support
Yes. Tracking is available for most services. Tracking is typically milestone-based — you receive updates at key stages such as collection, hub arrival, dispatch, and delivery. Use the tracking number provided in your booking confirmation email on the Tracking section of our website.
Yes. After delivery, a POD is uploaded to the carrier’s tracking page.
Our UK-based operations team is available Monday–Friday, 09:00–17:30, by phone at 01753 299 456, by email at office@pallet2ship. co.uk, or via live chat on the website.
Practical considerations
Incorrect dimensions or weight at booking, incomplete or inaccurate customs documentation (wrong commodity codes, missing EORI, incorrect values on the Commercial Invoice), non-ISPM-15-compliant wood packaging, inadequate packing, declaring non-stackable pallets as stackable, and restricted access at collection or delivery.
Critical. Every detail — product description, value, commodity codes, country of origin, invoice number — must be accurate and match your sales invoice. Customs will check this information. Incorrect, estimated, or vague information (such as describing goods as “stuff” or “goods”) will cause delays, inspections, additional charges, or confiscation. This is not a formality — it is a legal requirement.
Yes. Customs may hold or reject shipments until correct documentation is provided. During this time, storage charges accumulate. Any mistake, however small, can prevent clearance. Always verify all details before submitting.
No. The Republic of Ireland is an EU member state. The same customs rules, documentation requirements, and processes apply as for any other EU country.
Yes. UK–EU customs requirements introduced after Brexit are permanent. While processes may improve over time, the fundamental requirement for Commercial Invoices, EORI numbers, commodity codes, and customs declarations will not change.
Changes may be possible before collection. Email office@pallet2ship.co.uk with the required changes and our team will confirm whether the booking can be amended or whether a rebooking is needed.
Credit accounts are not normally offered. If your business ships more than 100 consignments per week, we may be able to discuss account terms subject to status.