Door to door

General Questions

• How to book the transport service?
• What is the price for my shipment?
• What can I send?

Conditions of refund, modification and cancellation of your shipment

• I want to cancel my shipment, how do I get a refund?
• Can I get a refund in case of late delivery?
• Can I amend my shipment in advance?

Prepare my luggage

• How do I measure my luggage?
• Should I lock my luggage?
• What is a transport label?
• How to use my transport label?
• Why describe the content of my shipment?
• What are the maximum dimensions for my shipment?

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The prohibited products

• Prohibited items
• What is the list of prohibited or heavily regulated goods?
• What do I risk if a prohibited product is in my package / luggage?
• Why are there prohibited products?
• What are the different regulations for prohibited products?

Customs, taxes and documents to provide

• Am I affected by customs?
• What is a Pro Forma invoice and how to fill it out?
• What does "Customs declared value" mean?
• What happens if my shipment is in the process of being cleared through customs?
• Why is my shipment still "under customs control"?
• What are the customs regulations for an international shipment?

Shipment collected

• There is no bell at my house, how would I know when the carrier arrives?
• Can the carrier refuse my shipment ?
• Do I have to be present for the collection of my shipment?
• What is the carrier's time slot when picking up?

Follow-up of my luggage

• My shipment is "on hold", what does that mean ?
• How can I track my luggage or parcel?

Shipment delivered

• How long does it take for my luggage or parcel to arrive ?
• What are the delivery delays for my shipment?
• How do I know when my luggage or parcel is being delivered?
• Can someone else pick up my shipment for me ?
• Do I have to be present when my shipment is delivered?
• What happens if I miss the carrier?

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