Frequently Asked Questions

General

Do I have to be selling on eBay to use your Services?
No, we offer our services to all traders, businesses and individuals.

Are bookings made on the Internet processed 24 hours a day?
Yes, but the booking must be for a time within our working hours. Click here for more details.

Where do you deliver?
We deliver anywhere in the U.K. Click here for more details.

How long will delivery take?
This depends on the service selected, but for non-sameday deliveries, most areas are the next working day after collection; however certain remote areas and offshore destinations may take longer.

What days do you deliver?
We deliver Monday to Friday. (excluding public holidays.) We can also offer a Saturday morning delivery service to most areas, for an extra charge.


Services

What services do you offer?
We specialise in 24 hour deliveries to anywhere in the U.K. Click here for more details.

Can I have a morning collection?
Unfortunately, we are unable to supply a time for collection, just the day.

What is the maximum size of parcel I can send?
To attract standard charges, the maximum item weight allowed is: 30kg each with dimensions not exceeding 125cms. x 60cms. x 75cms.
If your requirement is outside these ranges we can still help but please call us for a tailored quotation.
Click here for details.

What time will you deliver my order?
The service you select determines the time by which the order will be delivered. e.g. NextDay before 10:30am.

What happens if I am unsure of the size or weight of a parcel?
We do need the dimensions and weight of all bookings. Failure to provide accurate measurements may lead to additional costs and delays in delivery but you can call our Customer Care team who will endeavour to assist. Click here for details.

Can you deliver fragile items such as glass or ceramics?
Yes we can deliver these items, but they are uninsurable so we cannot offer any refund or compensation for damage. If you do send fragile items, please pay particular attention to the packaging.


Packaging

What packaging should I use?
All items must be properly packaged in new cardboard boxes, or protective covering. Smaller items should be packaged in a "Jiffy Bag", Courier Pack or Mail Pack. If new products are being sold, they should be in the original manufacturers packaging. Rule of thumb - Package your product as you would expect to receive it if you had bought it from someone else. Properly packaged items increase the likelihood of people buying from you again.

Do I need to put an address label on the package?
Yes, the full address, postcode and any telephone numbers should be placed on every consignment. It will help us if you add your booking reference and consignment number.

Bookings

How do I book online?
Once you have set up a Credit Account and accepted our Terms and Conditions, you will be given a User Name & Password to access our online booking platform, your order will be processed by our automated systems, and you will receive an email confirmation of your booking, and can obtain updates as to its progress and receive a POD (proof of delivery) once the job is completed. If you do not have a Credit Account, payment can be made in person at our Byfleet HQ (essential for first booking to enable you to accept or Terms & Conditions) or by phone to our helpful Customer Care team.

Are there any type of goods I cannot send with you?
There are certain types of goods that cannot travel through our network. For a comprehensive list please read our terms and conditions of carriage. Click here for more details.

What if I forget to book one item on line?
We will only collect items that have been booked and paid for through the on line system.

What size package can I send?
The maximum parcel size allowed depends on the service you select.

Parcels - Multiple parcels, max. 25kg per parcel, dims 125cms. x 60cms. x 75cms.
If your requirement is outside these ranges, then please call us. Click here for more details.

How do my customers know that an order has been despatched?
When you submit a booking to us, you have the option to send an "email alert" to your customer. They will receive a confirmation of despatch email, with a guideline delivery date and a link to our tracking system.


Tracking

Can I track my order?
Yes, for UK Overnight deliveries please click here, for International shipments, go to our home page at www.wey-group.co.uk and enter your consignment & account numbers.

Payment

What method of payment can I use?
For regular users with good credit history, we offer credit account facilities which enable fast online booking & track & trace facilities, we can also accept payment by Credit or Debit Card over the phone once our Terms & Conditions have been accepted, or in person at our Byfleet HQ, by special arrangement we can accept Cash given directly to our Courier, for further details, please contact us. Click here for more details.


Delivery

How will my order be delivered?
Your order will be delivered by one of our own couriers or by one of our specialist delivery partners.

What happens if I am out when you try to deliver?
Our driver will put a card through the letterbox with the consignment reference number and the phone number of the local depot. If you have indicated that the item may be left with a neighbour, the location will be shown. Otherwise, you can ring the local depot to arrange re-delivery.

Can I collect the parcel from your depot?
Yes, the phone number of the local depot will be on the card, just quote the consignment number, let them know that you will collect in person and make sure that you take the card with you.


Claims

■ What happens if an item I send gets damaged?
In the unlikely event that an item is received damaged, you must first make us aware by emailing us the following details, Consignment number, delivery address, date sent, what the goods were and what the damage is, and how it was packaged.

■ What if the recipient finds the goods damaged?
If the external packaging is in good condition then it will be deemed that the packaging was insufficient and no claim can be processed. Also, if the goods have been signed for in good order, no claim can be processed.

■ Should I keep the packaging?
Yes, any packaging will be inspected during a claim.

■ Is there a time limit?
Yes, we must be notified of any damaged goods within 48 hours from the date of booking, and for any lost goods within 28 days from the date of booking. After this time, no claim can be made.

■ How much compensation will I get?
The maximum compensation that we will pay out is £100 per consignment.

■ Do I get a refund?
Yes, if your claim is successful, we will refund the original delivery charge but only if the claim is within the £100 threshold.