Frequently Asked Questions

We've compiled the most common questions our customers ask so you can get quick, clear answers about how Parcel Flow works. If you need extra help, our team is always here for you.

What services does Parcel Flow offer?

We provide a complete UK and Northern Ireland parcel forwarding solution, including:

  • UK parcel forwarding
  • Parcel consolidation (details below)
  • Repackaging to reduce oversized shipping costs
  • Personal Shopper service (we buy on your behalf)
  • Secure short-term storage
  • Letter forwarding
  • Depot pick-up service (use your own courier if you prefer)
  • Gift wrapping for birthdays, Christmas & special occasions

How will I know when my parcel arrives at Parcel Flow?

As soon as your parcel reaches our depot, you'll receive an automatic email notification.

You can also track everything inside your account see the How It Works section for more details.

Can I request additional insurance?

Yes. All members can request extra insurance.

Simply email us or provide the details through the parcel notification form in your dashboard.

Can I arrange my own courier for shipping?

Absolutely. You're free to use your own courier anytime.

However, since we negotiate bulk rates, our in-house options are often cheaper.

Which couriers does Parcel Flow use?

We currently work with ParcelForce and DHL, and always select the most cost-effective option for you.

How long do you keep my parcel at the depot?

We aim for same-day dispatch for parcels ready to ship.

Can I hold multiple parcels and ship them together?

Yes, this is called parcel consolidation, and it helps reduce courier fees.

Charges are as follows:

  • Minimum: £5
  • Additional parcels: £1.50 each
  • Max dimensional weight: 40KG
  • All fees include packaging material

How long can I store a parcel at Parcel Flow?

Storage is free for the first 2 weeks.

After that, the weekly storage fees are:

  • £1.50 for 0–10KG
  • £2.50 for 10.1–20KG
  • £3.50 for 20.1–30KG
  • £5 for 30KG+

We do not accept parcels over 40KG due to warehouse limitations.

Is there a size/weight limit?

Yes. We only accept parcels up to 40KG.

Do you open parcels?

Only if we suspect the contents may be prohibited or illegal.

See the Prohibited Items tab in Quick Quote for the full list.

Are my personal details secure?

Yes. We take privacy seriously and ensure all customer information remains confidential within our company.

Can I ship to different countries?

Yes. You can ship to any supported destination.

Just update your delivery address inside your account.

Can I track my parcel?

Yes. If your chosen service includes tracking, we'll email you the tracking number & courier link once your parcel is dispatched. It's also available in your dashboard.

Do I get a PO Box or a real UK address?

You receive your own unique UK street address, not a PO Box.

Do you provide a UK phone number?

Yes. Every member receives a UK phone number that retailers can use for delivery confirmations. A Parcel Flow team member will answer this phone on your behalf.

What payment methods do you accept?

Currently, we accept PayPal payments only.

Do you offer a customer loyalty program?

Yes, we're proud to be the only parcel forwarding company offering a full loyalty system for our members.

What is the Price Promise Guarantee?

We guarantee the best forwarding rates with no hidden fees.

If you find a cheaper quote from another forwarder offering the same courier service, just send us:

  • Their price
  • Their website link

We'll match it and also give you FREE handling on your next order.

Are duties and taxes included in my invoice?

No. Duties/taxes are separate and the responsibility of the recipient.

Do you deliver to PO Boxes?

No. Most couriers do not deliver to PO Boxes for insurance and security reasons.

Can I use my UK address for credit cards or legal documents?

No. Using our address for legal identity documents is strictly prohibited.

Any suspected unlawful activity will be reported to the proper authorities.

Are there restrictions on volumetric/dimensional weight?

Yes. Our volumetric weight limit is the same as our actual weight limit 40KG.

What are the updated storage fees for consolidated parcels?

For consolidated parcels:

  • 10–20KG: £2.50/week
  • 20KG+: £4.50/week
  • Jiffy bags/padded envelopes: £3.00 minimum + £1/week

All charges include extra packaging material.

Can you source the fastest courier if I need urgent delivery?

Yes. If you need express delivery, we can select the quickest courier option even if it costs a bit more.

Still have questions?

If we haven't covered what you need, email us at FAQ@parcelflow.co.uk

We respond within 2 hours guaranteed.