Case study Durham to Portugal

Quick Summary

A company in Durham booked an HM Export (B2B) service to send an Ezra Easy Chair on a pallet to a private recipient in Portugal. They uploaded packing photos, completed the commercial invoice promptly, and purchased insurance.

On review, the shipment was confirmed as Business-to-Private (B2P) — not supported by the chosen service. Pallet2Ship immediately switched the booking to a suitable FedEx B2P service and provided packaging guidance. The customer accepted the revised option, and the shipment continued without delay.

What the Customer Did Right

• Declared accurate weight and dimensions, avoiding re-rating.


• Provided complete shipper and consignee contact details.


• Purchased insurance for peace of mind.


• Uploaded clear packing photos, enabling fast guidance.

What Went Wrong

• Service type mismatch: the shipment was to a private address but a B2B service was selected.


• Root cause: the service description was not read closely, so the B2P requirement was missed.

This is a common mistake in cross-border freight services, where private deliveries must use courier networks rather than business-to-business freight routes.

Resolution

• We contacted the customer immediately and explained why the HM Export service could not be used for a private delivery.


• We offered FedEx B2P as a suitable alternative and clarified the price difference.


• We advised on pallet securing to stabilise the single-carton load — referencing our How to Pack a Pallet guide for extra support.


• The service change was processed straight away so the shipment did not miss its collection window.

Outcome

The booking was successfully converted to the correct B2P service. The customer retained their insurance and benefitted from professional packing guidance. The pallet was delivered to Portugal on schedule, using the right freight service for private recipients.

What to Do vs What Not to Do

Do This

• Match the service type to the recipient type (B2B vs B2P).


• Enter precise weights and dimensions and provide photos.


• Complete the commercial invoice promptly — see our Commercial Invoice guide.


• Add insurance for valuable or fragile goods.

Avoid This

• Skipping the service description — B2B services cannot deliver to private addresses.


• Guessing pallet dimensions or weight — it can cause surcharges or delays.

Why It Matters

Choosing the correct service type is as important as accurate weights and dimensions. For affordable pallet delivery to Portugal and other EU destinations (Spain, France, Belgium, the Netherlands), confirming whether the recipient is a business or private address ensures compliance with carrier rules and avoids re-work, added costs, or delays.

If you’re unsure which service to choose, contact Pallet2Ship before booking — we’ll guide you to the right economy or express freight service for your shipment.

Next Step – Get a Quote

If you need reliable, affordable pallet delivery or freight services to Portugal, get your instant online quote today. Compare options, add insurance directly during booking, and ship confidently with Pallet2Ship’s trusted carriers across Europe.