Terms & Conditions

Terms & Conditions

As a user of this website, whether You are a Member or not, you acknowledge that You are bound by the terms and conditions below.

If You do not accept these terms and conditions, please do not use this website.

1.0 Definitions

·         51Parcel/We -  51Parcel Limited, incorporated in the United Kingdom.

·         Carriers -  Logistics companies We engage for the collection and/or delivery of the Parcels whom You may select to be used for your Order, and Carrier means any one of them.

·         Charges - All charges payable by the Customer including but not limited to shipping charges, surcharges (including but not limited to emergency, operational and fuel surcharges), storage charges, VAT, taxes, interest, fines, administration charges, duties, customs duties, levies, insurance premiums and any other amounts properly chargeable by 51Parcel to the Customer in connection with the Order or imposed by regulatory bodies in relation to the Parcel(s) and any other amounts payable under these terms.

·         Customer/You -  The party who places an Order on the Site for the collection and/or delivery of a Parcel.

·         Force Majeure – Any circumstances beyond the reasonable control of 51Parcel or the Carrier, including but not limited to: (a) acts of God, flood, drought, earthquake or other natural disaster; (b) epidemic or pandemic; (c) terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; (d) nuclear, chemical or biological contamination or sonic boom; (e) any law or any action taken by a government or public authority, including without limitation imposing an export or import restriction, quota or prohibition, or failing to grant a necessary licence or consent; (f) collapse of buildings, fire, explosion or accident; (g)  any labour or trade dispute, strikes, industrial action or lockouts (other than by 51Parcel) (h) non-performance by Carrier, suppliers or subcontractors; and (i) interruption or failure of utility service.

·         Member - A person who has registered on the Site as its member.

·         Order – an order for services to be provided by 51Parcel placed by the Customer on the Site.

·         Parcel - Individual parcel (including luggage and boxed item) that has a single 51Parcel Shipping Label attached to its surface.

·         Receiver -  The recipient of the Parcel as specified in the Order.

·         Relevant Collection Point - The address at which any Parcel is to be collected by the Carrier.

·         Relevant Delivery Point - The address to which any Parcel is to be delivered by the Carrier.

·         Shipping Label - The shipping label issued by 51Parcel to be placed on the surface of a Parcel.

·         Site – This website, www.51parcel.com.

·         Working Day -  Monday to Friday from 9am to 5pm within the UK, excluding public and bank holidays.

2.0 Site Access

Whilst We endeavour to ensure that the Site is available 24 hours a day, we shall not be liable if, for any reason, the Site is unavailable at any time or for any period.

Access to the Site may be suspended temporarily without notice in the case of a system failure, maintenance or repair or for any reasons beyond our control. 

3.0 Site Content

Whilst We endeavour to ensure that the information on the Site is correct, We do not warrant the accuracy or completeness of the material on the Site. We may make changes to the material on the Site at any time without notice. The material on the Site may be out of date, and We make no commitment to update such material.

The contents of the Site are provided 'as is', and We provide no warranties in respect of such contents.

You are prohibited from posting or transmitting to the Site any material: (a) that is threatening, defamatory, obscene, indecent, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience; (b) for which You have not obtained all necessary licenses and/or approvals; (c) which constitutes or encourages conduct that would be considered a criminal offence, gives rise to civil liability, is otherwise unlawful or infringes the rights of any third party, in any country in the world; or (d) which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data).

You may not misuse the Site (including, without limitation, by hacking).

We will co-operate fully with any law enforcement authorities or court order requesting or directing us to disclose the identity, location and/or other information of anyone posting any material on the Site in breach of this clause or for other reasons.

51Parcel reserve the right to without notice introduce, change, remove any pricing, service or discount that is available on the Site.

 4.0 License

You are permitted to view, print and download extracts from the Site for your own use on the basis that: 

·         no documents or related graphics on the Site are modified in any way;

·         no graphics on the Site are used separately from the corresponding text; and

·         you acknowledge our copyright in writing in your use.

Unless otherwise stated, the copyright and other intellectual property rights in all material on the Site (including, without limitation, photographs and graphical images) are owned by us or our licensors. Save as agreed otherwise, any use of extracts from the Site is prohibited, and if You breach this clause, your permission to use the Site automatically terminates and You must immediately destroy any downloaded or printed extracts from the Site.

No part of the Site may be reproduced or stored on any other website or included in any public or private electronic retrieval system or service without our prior written permission. 

5.0 Disclaimer

To the extent permitted by law We hereby exclude: 

·         all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity; and

·         any liability for any direct, indirect or consequential loss or damage incurred by any person in connection with the Site or in connection with the use, inability to use, or results of the use of the Site, any websites linked to it and any materials posted on it, including, without limitation any liability for: loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; loss of goodwill; wasted management or office time; and any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

6.0 Information about You and your visits to our site

In order to use the Site, You must provide your email address, contact phone number and name. This is for verification and You will be added to our mailing list so We can inform You of important updates to our services, along with informing You of promotions and special offers. By providing these details at this stage, You agree to receive emails from us.

Any information about You that We process will be processed in accordance with our Privacy Policy. By using the Site, You consent to our Privacy Policy. 

7.0 Order

51Parcel has the right to refuse any Order/user from the Site.

You shall provide all data through whatever means in relation to the ordering, labelling, transportation or invoicing of the Parcel, and such data shall be accurate, complete, of the correct type, and be provided in a timely manner as required by 51Parcel. Such data shall include but not be limited to the weight and size of the Parcel; an accurate description of the contents of the Parcel; a full and accurate name and address of the Receiver including the postcode, a mobile telephone number, email address and a day time landline telephone number. If the Customer has failed to provide all such necessary data, then the Carrier shall be entitled to refuse to carry the Parcel and there will not be any refund of Charges paid  by the Customer.

51Parcel requires a telephone number of the Receiver whom may be called in the event of any  query in relation to the delivery of the Parcel. Please note for any overseas address a local number is needed, the Carrier will not call a UK number. 51Parcel will not re-ship any returned item if a correct local telephone number has not been provided and the Carrier cannot call to arrange delivery. The Customer will be liable for a surcharge for re-shipping the Parcel. Any Charges will not be refunded.

Payment is taken by our automated system at the end of your Order once the service has been booked with our Carrier. All prices quoted on the Site are in pounds sterling. Orders may be subject to payment security checks. 

Once You have placed an Order, 51Parcel will arrange for collection and/or delivery of the Parcel(s) through a Carrier chosen by You at the time of ordering.

8.0 Parcel

If any Parcel has to be returned to the Customer as a result of a failure to deliver the Parcel to the Receiver not due to the faults of 51Parcel or the Carrier, then the Customer shall be liable for a return Charge, and any Charges paid will not be refunded.  The Customer has to place a new Order and pay the Charges for the re-delivery of the Parcel.

Please note that most of our services require a barcoded label and a printed address label to be printed out and attached to the Parcel. Manual paperwork (including handwritten address labels) must not be used.

The Customer shall correctly label all Parcels, and ensure that all Shipping Labels are securely fixed, clear, legible and placed on the largest flat surface of each Parcel for easy visibility. If the Customer has failed to adequately label any Parcel, then the Carrier shall be entitled to refuse to collect the Parcel. 51Parcel and the Carrier shall not in any circumstances be liable for any late delivery, mis-delivery or non-delivery caused by or contributed to by the deficient or ambiguous labelling or any other failure by the Customer of its labelling obligations.

You must ensure that the correct Shipping Labels are attached to the correct Parcels.  Mis-labelled Parcels will only be re-shipped for a Charge.

The Customer shall appropriately and securely package all Parcels for transport taking into account the content of the Parcels and ensure that they will not cause damage or injury to equipment, personnel or otherwise.  Any Parcels not packaged properly according to the packaging guidelines may be refused for transit or returned to the Customer without being delivered according to the Order. Surcharges for the packaging being made secure during transit may be levied and no claim for damage can be accepted in this case.

The Customer remains responsible for ensuring packaging is adequate for transportation. All items must be packed in no less than a double walled box which is securely fastened with further padding surrounding the item making the item unable to touch the sides of the cardboard box or move whilst in transit. In addition, the Customer will be liable for any damages caused in transit to other shipments or property resulting from sending a Parcel that is inadequately packaged. Items not boxed or sufficiently packed are excluded from our services and could be subject to delay / return / held for collection by the Customer. Parcels could also be discarded if they are damaged, such as smashed glass, or cause a concern in regards to health and safety regulations.  No damaged Parcel claim can be accepted for the Parcels referred to in this paragraph.

One Parcel shall consist of one carton box only. Under no circumstances should multiple boxes be attached together and sent as one Parcel. In any such instance, where the Parcels become separated in transit, additional Charges may apply to the Order and the Customer shall pay the Charges before the Parcels will be delivered.  No claim for damage can be accepted in this case.

You must ensure the correct Parcel is given to the Carrier that You have chosen at the time of ordering. No refund will be given on the original Order due to an incorrect Parcel being handed to a Carrier.

You must ensure the correct Parcel is given to the correct Carrier. Should a Parcel be given to an incorrect Carrier, a surcharge may be applied to the Order to have the Parcel returned.

51Parcel can only deliver to a full street address. We cannot deliver to a PO Box. If a Parcel has to be returned for this reason, no refund of any Charges will be given.

The Carrier/51Parcel may reasonably refuse a Parcel, such as due to no packaging, insufficient packaging or the Parcel being too large or too heavy.

You can track your Parcel at https://www.track-parcel.com. It is the Customer's responsibility to track all shipments. 

Any Parcel sent without the specific Shipping Label provided by 51Parcel will be subject to additional surcharges from the Carrier or 51Parcel and potential delays in service, and no tracking updates will be available for such Parcel. Should any Parcel be sent without the correct Shipping Label or documentation, no refund will be given and this will also void any future claims which may arise.

51Parcel aims to provide all the necessary shipping documents to the Customer after payment of an Order; however, the responsibility to ensure that all the paperwork is present remains with the Customer. The Customer is responsible for ensuring that the Parcel and all necessary documentation needed for shipments is present before the Carrier collects the Parcel. Any Parcel refused, returned or undelivered due to missing or incomplete documentation will not be eligible for a refund and additional surcharges may be applied which will be paid by the Customer.

The Customer shall ensure that the Parcels comply with all legal and statutory obligations and regulations.  51Parcel and the Carrier shall not be responsible whatsoever for the content of the Parcel.  However,  51Parcel may conduct random check on the Parcels against the information provided in an Order without notifying You.

Acceptance of the Parcels by 51Parcel or the Carrier does not imply that the Parcels have complied with packaging or labelling requirements.

9.0 The Carriers Conditions of Service

In addition to these terms and conditions, You agree to comply with the conditions of services of the Carrier chosen by you.  Such conditions shall be available from the website of the relevant Carrier.  It is your responsibility to locate, read and understand such conditions of services before placing any Order.

10.0 Delays in Service

Delays in service may be experienced under the following causes which are not exhaustive:

·         Force Majeure

·         The absence, failure or inadequacy of packing or packaging

·         The absence or incomplete paperwork needed for the shipment

·         The correct Shipping Label has not been used or otherwise mis-labelling of the Parcel

·         The Parcel is or is suspected to be in breach of relevant laws or regulations or is detained or confiscated by any government authority for any reason.

11.0 Liability

51Parcel, its employees or agents shall not be liable for any failure or delay in performing an Order due to a Force Majeure.  No refund of Charges will be given in such instance.

51Parcel shall not be liable for any late /mis-/non-collection caused or contributed to by any wrong information provided by the Customer.   No refund of Charges will be given in such instance. Surcharges may also apply due to the incorrect information provided and the Customer will be liable to settle these Charges prior to collection of the Parcel.

51Parcel, its employee or agents shall not in any circumstances be liable for any late /mis-/non-delivery caused or contributed to by any deficient or ambiguous labelling of the Parcel.  No refund of Charges will be given in such instance.

We will not be liable for any claim for compensation in relation to any Parcels for which You provided incorrect information (including incorrect weight and dimensions) in your Order.  Surcharges may also apply due to the incorrect information provided and the Customer will be liable to settle these Charges prior to delivery of the Parcel.

We shall not be liable for any partial or complete failure or delay in performing an Order due to or contributed by the negligence, omission or faults of the Customer.

Please note that 51Parcel will accept no liability for the packaging advice it provides. The Customer remains responsible for ensuring packaging is adequate for transportation and protection of the Parcel and its content.

12.0 Collections and Deliveries

When you place an Order, you should choose how your Parcel is to be delivered to Us.  You may deliver your Parcel to Us yourself, or to any third party approved by Us.  You may choose to request for a Carrier to collect the Parcel from You.

In the event that the Carrier is unable to collect any Parcel, the Carrier will either leave details of the attempted collection at the Relevant Collection Point or update the tracking information on the Site to show the attempted collection. All re-bookings of collections must be made direct with 51Parcel's Customer support team. Please note that any collection that has been missed not due to our or the Carrier’s fault may incur a surcharge that is payable by the Customer prior to the Order being re-booked with the Carrier.

The collection date & time is not guaranteed on any service. Collection will be made at any time between 0800-1800 on a Working Day. Saturday collections are available on most services at an extra cost.

A receipt must always be obtained on collection of your Parcel from the Carrier. No claim for compensation can be made if a collection receipt has not been obtained as there is no proof that the  Carrier has collected the Parcel.

The Carrier will make at least one attempt to deliver a Parcel to the Relevant Delivery Point. 

If the Parcel has not been delivered, the Carrier will return it to its warehouse, after leaving at the Relevant Delivery Point a request for the Receiver to contact the Carrier to make alternative delivery arrangements. If no such contact is made within a reasonable time-frame the Carrier will either retain or return to us the Parcel and the Customer will be liable for any additional Charges that may be incurred.

13.0 International Carriage & Customs

If an incorrect value is entered on any commercial invoice, 51Parcel cannot be held responsible for any charges that may apply. 

You are paying for the shipping charges of your Parcels only.  51Parcel has no control over any customs queries or charges that may arise. It is the Customers responsibility to check whether there are taxes, duties or other customs charges for your Parcel. 

In the event of a Parcel being returned to the Customer from outside the UK, then the Charge will be the appropriate import rate for the Parcel. This is likely to be higher than the price paid to deliver the Parcel. The Customer is also liable for this Charge. 

14.0 Prohibited & Restricted Items

It is the Customer’s responsibility to ensure that their Parcels do not contain any item listed on the prohibited items list or restricted items list.  Please check our prohibited items list & restricted items list prior to placing an Order to ensure the item being sent is not listed on either list.

Prohibited items cannot be sent through our services. If it is discovered that a Parcel consists of any one of the items in the prohibited Items list, you will be subject to a surcharge and your Parcel will be returned.

Restricted Items can be sent but will travel without any damage / loss insurance cover and are therefore sent at the Customer’s risk. 

Both prohibited and restricted items could be subject to non-collection, delay, return or confiscation by Customs. No refund of Charges will be given and compensation claims will be void.

15.0 Surcharges

By entering the weight and dimensions of your Parcel, You are paying the shipping charges based on these parameters. It is very important that You accurately declare the weight and dimensions of each Parcel. Every Parcel is scanned and weighed by the Carrier. If the Parcels are heavier than stated - then the Charges for the additional weight will either be invoiced directly, charged to the card that the Order was placed on or deducted from the Customers 'Account Funds' at 51Parcel  (provided they have sufficient credit) together with a surcharge of £25 + VAT to cover administration fees.  We will notify You of any additional Charges in writing.

If the Parcels are not ready for collection by the Carrier at the Relevant Collection Point and time agreed, a surcharge of £5.00 will be applied.

If you provide false information for your Order or your Parcel contains any articles not mentioned in your Order, and as a result the delivery of your Parcel and the parcels of our other customers has been adversely affected (such as due to detention of your Parcel and the parcels of our other parcels by the customs), you shall be liable for any loss we suffered, including but not limited to any fines we pay and any extra cost we pay to fulfil our contracts with the other customers.

You may be liable for surcharges under other sections of these terms and conditions.

Failure to pay surcharges within 10 Working Days will result in interest being charged at 12% per annum payable for each day of delayed payment thereafter. 

16.0 Discounts

51Parcel may offer discounts at its discretion.  To enjoy the discount, You shall follow the instructions of the promotion.

Money deposited in a user's 'Account Funds' can only be used on the site and cannot be withdrawn at any point. All deposits paid into 'Account Funds' must be used within six calendar months of date of deposit otherwise the balance will expire. 'Account Funds' can only be used towards parcel deliveries on the 51Parcel website. 

17.0 Pre-payment

Money deposited into the prepaid account as 'Account Funds' can only be used for payment of services on the Site and cannot be withdrawn or redeemed for cash.

 All deposits paid into 'Account Funds' must be used within six calendar months of date of deposit otherwise the balance will expire. 'Account Funds' can only be used towards parcel deliveries on the 51Parcel website. 

18.0 Parcel Damaged / Lost Claims

The Customer must provide the following documents within the relevant time limit as set out below when making a damaged Parcel claim or a lost Parcel claim:

Damaged   Parcel Claim

Lost   Parcel Claim


Online   claim form

Online   claim form

Supporting   documents

photographs   of internal/external packaging used and of the damaged item; a quotation for   repair costs and a proof of value for the damaged item showing the item and   the cost paid/sold for. In the event that a damaged item cannot be repaired,   the Customer must provide written proof of this from a relevant specialist.

Collection   paperwork as left by the driver at the Relevant Collection Point, proof of   value showing the item and the cost of that item (website screen prints,   addresses, or similar item prices will not be accepted as a proof of value   and if such are submitted   the claim will be rejected), proof of loss from the Receiver and signed   declaration of the Receiver that he/she or his/her neighbour has not received   the Parcel.

Time   limit

Within   3 calendar days of delivery

Within   3 calendar days after the expected delivery date


51Parcel reserves the right to reject or refuse any supporting documents if they do not meet any of the above requirements or are provided outside the time limit.

51Parcel reserves the right to reject any claim if any supporting documents do not meet any of the above requirements or the claim or any supporting documents are provided outside the time limit. 

In order for a Customer to make a compensation claim for a damaged Parcel and/or contents, it is of paramount importance that the Parcel is signed for as 'DAMAGED'; otherwise, any claim for damage will be refused. It is therefore the Receiver’s responsibility to check the contents of the Parcel upon delivery to ensure there is no damage. If the Receiver signs for a Parcel in 'GOOD CONDITION' or 'UNCHECKED' then no claim for damage will be accepted under any circumstances. It is the Customer's responsibility to inform the Receiver of these terms and conditions.

A lost Parcel claim can only be processed once the Carrier has made extensive searches and deems the goods as lost. This process can take up to 40 Working Days to be completed.

A claim is aimed to be resolved within 60 Working Days of receipt of claim by 51Parcel.  Decisions are made at the sole discretion of 51Parcel. 

In any event, our liability for any damaged/lost claim is limited to the lower of (i) the value of the item (provided satisfactory proof of the value is supplied to us) and (ii) £50 excluding postage and packaging costs, plus the Charges paid to us by Customer.

Any Parcel detained or confiscated by the customs of any country for over 30 calendar days for any reasons will be deemed lost Parcel, and the Customer’s only remedy is a claim for lost Parcel.

This section sets out the sole remedy for the Customer for any damaged or lost Parcel.

19.0 Additional provisions

All collections must be booked one Working Day ahead of collection.  For example, book before 5:00pm on Monday for collection on Tuesday where both Monday and Tuesday are Working Days. 

51Parcel and the Carriers will not offer any delay cover, and will not be liable for any delivery delay, for any Parcel sent. 

51Parcel and the Carriers will not pay any claims for damaged Parcel in transit unless it is delivered by 51Parcel or the Carriers. 

All Customer service enquires shall made to 51Parcel and not the Carrier. 

You agree that 51Parcel may appoint agents or contractors to perform any of its obligations hereunder.

The Customer shall fully indemnify and hold both 51Parcel and the Carrier harmless for any costs, expenses, loss or damage howsoever arising out of its failure to comply with any of these terms and conditions.

We may also provide services not covered by these Terms and Conditions.  You shall comply with the terms and conditions for such services as set out otherwise in the Site.  If there are discrepancies between these Terms and Conditions and the other terms in the Site, such other terms shall prevail.

20.0 Financial Information

We do NOT store any credit or debit card information at the Site. We use secured third party payment gateways to process your payment transactions.

21.0 Applicable Law and Jurisdiction

These terms and conditions and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them shall be governed by and construed in accordance with the law of England and Wales.


You irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with these terms and conditions. 


Last updated on 6 August 2020