Terms & Conditions

These terms govern the carriage of parcels by Fleet Express Ltd and your use of fleetexpress.co.uk. By booking a delivery you accept them. Please read section 6 on liability and section 5 on prohibited items carefully, as they limit what we are responsible for.

1. Who we are

Fleet Express Ltd ("we", "us") is registered in England & Wales, company number 15884637, at Fleet Express House, 24 Commerce Way, London, EC2A 4NE. You can reach us on 0800 079 3859 or at info@fleetexpress.co.uk.

"You" means the person or business booking the delivery — the sender. Our contract is with the sender, not the recipient, which is why claims must be brought by the sender.

2. Booking and the contract

• A contract is formed when we accept your booking and issue a tracking number.
• You are responsible for the accuracy of everything you declare: addresses, contact details, weight, dimensions, contents and value.
• Quotes are based on the details you supply. If a parcel differs from what was declared, we may re-grade it and charge the difference.
• We may refuse or return any parcel that is unsafe, unlawful, inadequately packaged, or outside our size and weight limits.

3. Prices and payment

• Prices are quoted excluding VAT unless stated otherwise, and VAT is added at the prevailing rate.
• Prices depend on the greater of actual weight and volumetric weight (length × width × height ÷ 5000).
• Surcharges may apply for remote postcodes, oversize or overweight parcels, failed deliveries, redelivery, address correction, and returns to sender.
• Account customers are invoiced monthly on agreed terms. We may suspend an account where an invoice is overdue.

4. Delivery

• Transit times are quoted in working days, excluding weekends and bank holidays, and run from when we scan the parcel into our network — not from when you pay.
• Our next day service requires booking and hand-over by 5pm on a working day.
• Remote areas — the Scottish Highlands and islands, Northern Ireland, the Isle of Man, the Isles of Scilly and the Channel Islands — typically require one to two additional working days.
• Where no one is available, we may leave the parcel in a safe place, with a neighbour, or attempt redelivery. We photograph deliveries as evidence of where the parcel was left.
• After unsuccessful attempts, a parcel is returned to the sender and a return charge may apply.

Except where you have purchased a service with an express time commitment, delivery times are estimates and are not guaranteed.

5. Prohibited and restricted items

You must not send items that are prohibited on our network. These include, without limitation: explosives, fireworks and ammunition; flammable liquids and gases, including aerosols, perfume and nail varnish; loose or damaged lithium batteries; weapons; live animals; human or animal remains; cash, bullion and bearer instruments; controlled drugs; counterfeit goods; perishable food; and corrosive, radioactive or infectious substances.

The current list is maintained on our services page and explained in our guide to prohibited and restricted items.

If you send a prohibited item:

• The parcel will be removed from our network and may be returned, disposed of, or passed to the authorities.
• No insurance cover applies, including to other contents of the same parcel.
• You may be liable for any loss, damage, contamination or clean-up cost it causes, and for any fine or penalty imposed on us.

6. Our liability

Standard cover. Each parcel includes cover of up to £100 for loss or damage. Enhanced cover may be purchased at the time of booking; it cannot be added after a parcel has been despatched, and it cannot be added after a loss.

What cover pays. Cover is limited to the lower of the declared value and the actual value of the goods, evidenced by an invoice, receipt, or cost of manufacture. It does not cover the retail price you hoped to achieve.

What is excluded. We are not liable for:

• Consequential loss, loss of profit, loss of contract, or loss of goodwill
• Sentimental value
• Loss or damage caused by inadequate packaging
• Prohibited or restricted items sent in breach of section 5
• Inherent defects in the goods, or ordinary wear
• Incorrect, incomplete or illegible address details supplied by you
• Delay, other than where an express time-commitment service was purchased
• Events outside our reasonable control, including severe weather, flooding, fire, industrial action, civil unrest, road closures and acts of government

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

If you are a business, our total liability arising from any one parcel is limited to the cover applicable to that parcel.

7. Claims

• Claims must be made by the sender, who holds the contract with us.
• Damage or part loss: notify us within 48 hours of delivery. Retain all packaging and provide photographs of the sealed parcel, the packaging and the item.
• Loss: a UK parcel is treated as lost after 10 working days past its expected delivery date with no delivery scan; international parcels after 20 working days.
• Claims must be submitted within 28 days of the event, with the tracking number, proof of value and proof of despatch.
• We may inspect packaging and goods before settling a claim.

Our guide to delayed, lost and damaged parcels explains the process in practical terms.

8. International shipments

• You are responsible for the accuracy and completeness of customs declarations, including descriptions, commodity codes, values and country of origin.
• Understating value or misdescribing goods is a customs offence and voids cover.
• Unless you select Delivered Duty Paid, import duties, taxes and handling fees are payable by the recipient.
• You are responsible for checking that goods may lawfully be exported from the UK and imported into the destination country.
• We are not liable for delays caused by customs authorities, nor for goods seized by them.

9. Your account

• Keep your password confidential; you are responsible for activity under your account.
• Provide accurate registration details and keep them current.
• We may suspend or close an account used unlawfully, abusively, or in breach of these terms.

10. Cancellation and refunds

• You may cancel a booking before the parcel enters our network for a full refund.
• Once a parcel has been collected or scanned, the service has begun and carriage charges are not refundable.
• Where we fail to meet an express time commitment you purchased, the premium for that commitment is refundable on request.
• Consumers: your statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are unaffected. Note that where you ask us to begin the service within the cancellation period, you may be charged for what has been provided.

11. Website use

The content of this website belongs to us or our licensors. You may use it for your own reference and to book deliveries. You may not copy it for commercial reuse, scrape it systematically, attempt to interfere with the site's operation, or use it unlawfully.

Tracking information is provided in good faith based on scan data and is not a warranty of a parcel's exact location at any moment.

12. Data protection

We handle personal data as described in our Privacy Policy. Where you supply us with recipients' personal data, you confirm you are entitled to do so for the purpose of arranging delivery.

13. Complaints

Contact us on 0800 079 3859 or info@fleetexpress.co.uk. We acknowledge complaints within two working days and aim to resolve them within ten. If you remain dissatisfied, we will confirm our final position in writing.

14. Changes to these terms

We may update these terms. The version in force is the one published when you make your booking, and the date at the top of this page shows the current version.

15. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a consumer resident elsewhere in the UK, you may bring proceedings in your local courts.