FAQ's.

Welcome to the Frequently Asked Questions (FAQ) page. Below we have answered the most common questions that we get asked by our customers. However, if you find that we have not answered your question please use the Contact Us page to send us your question, which we will be pleased to answer.

Q: How can you offer such competitive rates within the M25?

A: By offering a simple, quality service. Most next day parcel companies use a Hub sort system, usually based in the Midlands. This means that your consignments for next day delivery in London travel to the Midlands and back first! By offering a dedicated London delivery service we cut out these unnecessary journeys allowing us to be competitive with costs as well as minimising the risk of damage, and you will be helping the environment too!

Q: How can you offer such competitive price to send parcels outside of the M25?

A: We have a relationship with a number of national carriers with preferential rates given due to the volumes we send.

Q: Can I start straight away?

A: Yes, to start utilising the Urbandrop service you need to register with us and then buy credit with a credit or debit card. We will then post out to you labels and once you have received your labels you can start sending your parcels via Urbandrop; simply press the Place Order tab and follow the instructions. Account Facilities available subject to location and volumes.

Q: What hardware and software do I need to print the labels?

A: The software required is Adobe Reader and our labels can be printed on most LaserJet printers.

Q: Can I run reports on my orders sent through Urbandrop?

A: Yes, simply click on the My Order History tab.

Q: What is a Consignment?

A: A Consignment is a parcel or parcels, packages or containers sent at one time in one load to one address. A Consignment must contain no more than 4 parcels in total and the total combined weight of all parcels forming part of the Consignment must not exceed 40 kg.

Q: What credit terms do you offer?

A: To use the Urbandrop service you need to buy credit in advance. The level of credit you buy dictates the price you pay as per the Pricing Table. Credit accounts will be considered but subject to location and level of spend.

Q: Does the credit I buy have an expiry date?

A: Yes, the credit must be used within 90 days of purchase.

Q: Why do I have to pay for credit in advance?

A: In order to offer such low prices we need to keep costs down including the cost of credit control.

Q: Can I get a refund on credit bought?

A: No, as the cost to administer is too high. However, to suit your budget you can buy as little as £200 credit.

Q: Does Urbandrop collect from my area?

A: Please contact us for full details.

Q: What if I want to phone your Customer Services team to check on the progress of my delivery?

A: In order to keep our costs and your prices down we do not run a telephone Customer Services function. You can track the progress of your parcels via our online tracking system; simply press the Track My Order tab.

Q: How can I track the progress of my parcels?

A: You can track the progress of your parcels via our online tracking system; simply press the Track My Order tab.

Q: I cannot find my order on your tracking system?

A: Please phone 0870 343 0194 and we will follow-up your query. Please note we will not give estimated delivery times.

Q: My parcel was delivered a day late, what could I claim under your Guarantee?

A: We will give you additional credit free equal to the price paid for the service used and post this to your account. We offer no additional compensation or consequential loss.

Q: Do you offer a timed delivery service?

A: No, we can keep our prices low by limiting the service options.

Q: What is the level of your goods in transit insurance for my parcels?

A: In line with most parcel carriers we offer free insurance up to the lower of the costs of your goods or £12.00 per kilo per parcel in weight. In line with keeping the operation simple and costs low we do not offer additional insurance above these limits. For full details please see our Terms and Conditions.

Q: What happens if there is no one in when the parcel is delivered?

A: We will try again the next working day. If this again fails, it will be held at the local depot prior to being returned to sender.

Q: Can I pay by credit/debit card over the phone?

A: No, we cannot accept credit card numbers by email or by phone. Please use the secure online payment methods.

Q: My parcel has arrived damaged, what do I do?

A: If you wish to make a claim for the damage or loss of a parcel please phone 0870 343 0194 to register your claim and we will post you a claim form.

Q: I have tried to place an order on the web site. It keeps telling me my consignment contains too many parcels or is over weight.

A: We only accept a maximum of 4 parcels per Consignment. If you need to send more parcels you will need to send these as 2 or more consignments. A consignment cannot weigh more than 40 kg in total. If your consignment weighs more than this you will need to split down the consignment to keep within the Health and Safety criteria.

Q: I want my parcel to be collected at a specified time.

A: Our collections generally take place in the afternoon between 1pm and 6pm. To keep prices low we cannot specify an exact collection time.