Case study Hampshire to France

Quick Summary

Pool Heat Pumps Direct shipped a palletised swimming pool heat pump from Hampshire to Champniers, France. By choosing DHL Economy Select (3–4 working days) — a carrier able to handle B2C deliveries without EORI numbers— and ensuring professional packing and documentation, the shipment was processed smoothly. Although the remote delivery location initially caused difficulties, proactive action by the consignee combined with DHL’s reliable systems ensured the goods arrived on time, faster than expected, just before the weekend.

On 2nd August 2025, James Stocker, Director at Pool Heat Pumps Direct, booked an international shipment through Pallet2Ship. The consignment was a swimming pool heat pump, shipped from Petersfield, Hampshire, to Champniers, France.

After evaluating several options, James selected DHL Economy Select (3–4 working days). While slightly more expensive than standard pallet services, DHL was the right choice because it is one of the few carriers — alongside FedEx and UPS — that can deliver to private receivers who do not hold an EORI number. By contrast, many freight carriers such as DSV, DB Schenker, Hellmann, Kuehne + Nagel, and Europa operate exclusively B2B and cannot complete these types of deliveries. For this shipment, DHL offered the perfect balance of reliability, coverage, and compliance flexibility.

The pallet was professionally crated, insured for £2,000, and all documentation was submitted the same day, ensuring the shipment moved without delay.

What They Did Right - Online Booking

• Entered accurate pallet dimensions and weight, ensuring correct pricing and avoiding surcharges.


• Selected the correct service after reading the detailed description (documents, vehicle type, insurance, transit times).


• Entered full sender and receiver contact details, including names, mobile numbers with country codes, and valid emails.


• Provided a clear description of the goods in the commercial invoice, including weight, quantity, unit price, and total value.


• Submitted the invoice immediately and uploaded photos before and after packing.


• Received labels and tracking promptly from DHL once documents were approved.

What They Did Right - Physical Preparation

• Crated and palletised the heat pump securely to prevent movement.


• Added internal protection in the crate to absorb shocks.


• Had the goods fully ready by collection, with staff on-site for the 8 a.m.–6 p.m. window and clear driver access.


• Printed and attached four copies of invoices and labels in plastic wallets fixed to the crate.


• Provided complete consignee contact details, enabling effective communication during delivery.

Challenges

The delivery destination was in a remote rural location, and the driver initially struggled to find it. Poor reception in the area made it difficult to contact the consignee directly. However, because the consignee had received labels, booking confirmations, and tracking updates, he acted proactively and contacted DHL himself to resolve the issue. This intervention ensured the delivery was completed on Friday, avoiding delays into the following week.

What to Do vs What Not to Do

Do This

• Always enter accurate dimensions and weight when booking.


• Read service descriptions carefully, including insurance, surcharges, and transit times.


• Provide complete sender and receiver contacts, including numbers with country codes.


• Submit the Pallet2Ship invoice template immediately with clear product details.


• Upload photos before and after packing to protect against disputes.


• Crate and protect equipment properly to prevent damage.


• Print and attach four copies of invoices and labels in clear wallets.


• Ensure staff are on-site for the full collection window.


• For remote areas, share delivery guidance in advance where possible.


• Consider insurance appropriate to the value of the goods.

Avoid This

• Don’t guess pallet size/weight — leads to surcharges.


• Don’t skip service details — missing requirements may delay clearance.


• Don’t provide incomplete contact info — it prevents carriers from reaching receivers.


• Don’t delay paperwork — late invoices risk missed cut-offs.


• Don’t ignore photo requests — they are essential for claims.


• Don’t ship valuable equipment unsecured — always crate.


• Don’t forget site readiness — no staff risks failed collection.


• Don’t ship to remote areas without communication — lack of instructions causes delivery issues.


• Don’t assume carrier liability cover is sufficient — arrange proper insurance.

Conclusion

Thanks to James’s preparation, Pallet2ship and DHL’s integrated systems, and the consignee’s proactive action, the pallet was collected on time and delivered to France in just 2 working days, faster than expected.

This case highlights why Pallet2Ship chooses to partner only with the largest and most trusted carriers such as DHL, FedEx, and UPS. These companies have the culture, professionalism, and technology to act quickly when challenges arise, providing accurate tracking, proactive communication, and dependable delivery performance.

By contrast, many smaller or local carriers lack the same systems and customer focus. Shipments can sit unresolved for days or weeks, with little visibility or accountability. Pallet2Ship avoids these risks by integrating only with global leaders whose technology matches our own commitment to innovation and transparency.

For our customers, this means:

• Reliable B2C and B2B delivery options, even when EORI numbers are not available.


• Full visibility through integrated tracking, updates, and confirmations.


• Confidence that when problems occur, the carrier acts instantly to resolve them.

This shipment demonstrates how Pallet2Ship’s strategy — working exclusively with global leaders and combining their systems with our own technology platform — ensures that even remote deliveries are completed reliably, securely, and on time.