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Frequently Asked Questions

• When will my label be available?

  The shipping label is the most important thing you need to have correct in order for the courier to know where your item is being sent to, and on what delivery service. Learn more about what to do with your shipping labels and how to attach them properly so your package can be shipped with no issues. 

  Shipping labels will appear on your account a few minutes after you have placed the order, but please allow up to 20 minutes before contacting us as often it is awaiting verification of addresses from your chosen shipping company.  If the label does not appear or you receive an error message, please contact our support team who will be able to assist with this.

  Labels should be attached securely to the box so that they do not come off in transit, so the courier companies can have a full view of all the shipping details to prevent any issue with the goods being delivered. On some of our courier services, the label may have an address on to a sorting facility in the US, where our courier partner will add the international label on services like DHL eCommerce. 

  On other services, you may be given a label with two barcodes on so make sure both barcodes can be scanned by the courier, or if you are given multiple labels the instructions on those will explain which one needs to be attached and which is a customer copy. If you book a drop off service, you will need to print and attach the labels before you drop off. 

  For international shipments, you may need to attach Customs Documents to the outside of your package too. 

  Still need help?

  Ask a general question Report an issue with an order

• Do you offer cheap international shipping services?

  The internet has made the world a lot smaller, and so to ensure our customers can reach their customers, friends and family we have created a global shipping marketplace. This means you can send packages from anywhere, to anywhere for a great price with well known and trusted couriers.

  We provide not only great prices for sending a package overseas, but we also offer full tracking, protection cover and a choice of collected and drop off services. We have express and economy services, so there is something to match every time frame and budget. We work with many big name courier brands such as FedEx, USPS and DHL. 

  We recently added DHL eCommerce as a cost-effective way to send your packages internationally for less, which is a tracked mail service for low value and non-urgent packages. 

  Any customs documents that are required are provided during the booking process as well as any relevant shipping labels to make the process as simple as possible. 

  Some seasonal shippers use us once a year to send gifts to friends or family who may live elsewhere, whilst others use us more often to reach loved ones who are studying or working elsewhere.

  Discover more about our international shipping services here.

  Still need help?

  Ask a general question Report an issue with an order

• What time will my package be collected?

  Delivery companies make package collections throughout the day and they do not normally provide you with a set time of when they will come to collect. If you are able to wait at home for the package to be picked up, the collection windows the couriers use are from 8 am to 6 pm.

  If the courier does come and you are not in they may leave a calling card with further instructions but if not just contact our customer support team and we will be happy to rebook a new collection slot for you. Parcel Monkey is not a courier so we do not make the collections, but we will contact the service provider and resolve any missed collection issues for you. 

  Not able to wait at home? Book a collection from a work address. Another option is to leave the package with someone else you know and trust and when you book the delivery company, set up the collection from their address.

  If this type of collected service is not suitable for you, why not book a drop off option such as DHL eCommerce, or choose from many of our other drop off services. 

  Still need help?

  Ask a general question Report an issue with an order