Terms and Conditions of Carriage

As a user of this website (referred to as "you" or "your"), you acknowledge that any use of this website, including any transactions you make ("use" or "using"), is subject to our terms and conditions outlined below.

1. Shipment Details

1.1 Pieces

• Each shipment must specify the number of pieces. For courier services, each piece must not exceed 32kg.

1.2 Weight

• Enter the actual gross weight in kilograms. For example, a shipment weighing 1300g should be entered as 1.3kg. The weight will be rounded up to the nearest half kilogram for billing purposes (e.g., 1.5kg).

1.3 Dimensions

• The billing weight will be the higher of the actual weight or the volumetric weight. For non-dense shipments, enter the measurements (length x height x width in cm) for each piece. The volumetric weight will be calculated using the formula (Length x Height x Width) / 5000, subject to the selected service.

2. Definitions

• Consignment: A parcel or group of parcels sent to an individual address.
• Consignee/Receiver: The person receiving the consignment.
• AWB/Airwaybill: The documentation placed on the parcel.
• Third Party: Orders placed through Wacpack utilizing the account Wacpack has with major carriers.

3. Obligations to the Customer

• Wacpack will arrange delivery of consignments directly or through a third-party service with a reputable carrier.
• The carrier has the right to refuse consignments due to insufficient packaging or excessive size. Wacpack also reserves the right to refuse any order or user from our system.
• All queries or claims must be directed to Wacpack first, who will then contact the relevant carrier. Direct contact with the carrier may limit our ability to assist you later.
• The automated ordering system books collections as requested by the customer. If a collection fails, Wacpack will arrange an alternative collection as soon as possible.
• Wacpack only delivers to full street addresses, not PO Boxes. No refund will be given if a consignment is returned due to an incorrect address.
• All prices are quoted in Pounds Sterling, Hong Kong Dollars, or US Dollars.
• From May 1, 2017, a standard courier booking fee of £5.95 may be applied for bookings made by Wacpack staff.

4. Prohibited Items

• Ensure your items are permissible before placing your order. If a prohibited item is collected and then returned, no refund of carriage will be given, and no claim for damage will be accepted.

5. Collection & Delivery

• Collection times are not guaranteed. If a courier cannot make the collection, it will be rebooked within 24 hours, provided the customer is available.
• Morning collections cannot be specified. Collections can be requested after a certain time, up to 5pm on working days.
• Saturday collections are available upon request but are not guaranteed. If a Saturday collection fails, the surcharge will be refunded.
• Ensure availability during the requested collection time. A surcharge of £10.00 will be applied if you are not available when the driver arrives or if a booking is canceled at the time of collection.
• Timed deliveries not made by the guaranteed time will not incur a surcharge unless delayed by customs, misaddressing, or attempted delivery.
• Any guaranteed service guarantees a delivery time once collected. If the collection fails, it will be rebooked within 24 hours, provided the customer is available.
• Customs invoices must be completed for all countries outside the European Union. A template will be emailed if applicable, and four copies must be given to the driver upon collection.
• Tracking information will be provided. Contact our office to track your consignment.
• Some services may incur a redelivery charge. Ensure the receiver is available to accept the delivery.
• Out-of-area or remote shipments may incur additional charges.
• Transit times may be affected by congestion, COVID-19, or BREXIT-related delays.

6. Customs Clearance and Duty

• You are paying for delivery service charges only. Customs charges are the receiver's responsibility and must be paid before delivery. Wacpack reserves the right to pass these charges to the order placer if the receiver refuses to pay. Return charges will also be passed on if the consignment is returned.
• High-value items over £15.00 will incur a high-value clearance charge by HMRC.
• Consignments over £4,699 may be delayed due to required documentation for clearance.
• Shipments with commercial value require the receiver to be EORI registered for delivery in Europe.

7. Surcharges

• Entering the weight and dimensions of your consignment ensures proper billing for freightage. Any discrepancy in actual or volumetric weight will result in additional charges.
• Export courier bookings made by Wacpack staff on your behalf may incur a booking fee of £10.00.
• Ensure availability at the requested collection time. A surcharge of £10.00 / HKD140 / USD20 may be applied for each 15-minute period the collection courier waits.
• Cancellation of orders must be made by email 24 hours in advance. Failure to cancel in writing may result in charges for a "wasted journey."
• Saturday delivery surcharge is available upon request. See the section on Collection & Delivery.
• Customs charges are additional to freightage charges. Ensure all documentation accompanies your shipment to avoid delays and additional charges.
• Some services may incur a redelivery charge if the receiver is unavailable to accept the delivery.
• Storage charges will be passed on if goods are held due to incorrect documentation or delays in HMRC payments.

8. Delay / Damage / Loss

• Consignments must be packed to a professional standard. Claims for damage resulting from improper packaging will be voided.
• Documentation must accompany your shipment to avoid delays and higher premiums.
• In the event of damage, all packaging must be kept for inspection. Claims will be voided if packaging is not kept or if the item is moved or repaired before inspection.
• Stated transit times are for guidance only and may be extended to remote areas or due to customs delays. Compensation will not be given for delivery delays.
• Claims for damage must be made within 10 days of receipt, and claims for loss within 28 days.

9. Insurance / Claims

• Compensation for loss and damage is covered by the Warsaw Convention, and carrier decisions are final.
• In the event of a claim, a copy invoice and photos must be provided. Insufficient packing or incorrect labeling will void the claim.
• Items are insured up to a certain amount depending on the service. Additional insurance may be recommended and must be paid prior to dispatch.
• Claims must be made within 10 days of receipt for damage and 28 days for loss.

10. Liability

• The order placer is responsible for entered information. Wacpack is not responsible for incorrect information, and no refunds will be given.
• You are paying for freightage charges, applied to the carrier's account by Wacpack. Customs charges are the customer's responsibility.
• Liability is limited to the negligence of the carrier. Wacpack is not liable for customs charges, acts of God, war consequences, insufficient packaging, incorrect labeling, or prohibited contents.
• Wacpack will only deal with the person who placed the order. Cancellations must be made by email 24 hours in advance.
• Liability is limited to the cost of sending the item and the insured value. Wacpack is not liable for any indirect or consequential losses.

11. Severability

• If any part of these terms is unenforceable, the enforceability of the remaining terms will not be affected.

12. Governing Law

• These terms and conditions are governed by English Law. The English Courts have jurisdiction over any disputes.

13. Statutory Rights

• These terms and conditions do not affect your statutory rights as a consumer.

14. Complaints

• We aim to provide outstanding customer service. Please contact our Customer Service Team at CS@wacpack.com for any complaints.

15. Shipping Quotes

• Quotes exclude import duty and taxes. Transit times are subject to customs clearance. Weight discrepancies will be charged accordingly.
• When comparing quotes, ensure they include VAT and fuel surcharges. Airfreight quotes are valid for 48 hours.
• Additional export documents may be required for shipments forwarded to a third country.
• Cargo insurance is not included unless specified. Wacpack can arrange £15,000.00 cover for £27.00 on most commodities.
• Quotes exclude hazardous, timed, or express deliveries unless stated.
• Quotes are based on immediate acceptance and may be revised without notice.
• Changes in shipment particulars or company costs may result in revised charges.
• Rates of exchange will be based on the sailing/arrival date and may affect the quoted price.
• Quotations exclude insurance, deferment usage, and any duty or VAT payable. Recommend FAS payment by which Wacpack will issue HMRC account details for direct payment.
• Sea freight quotes are valid for the first or second quarter of the month, depending on the quote date.
• Pallet delivery quotes are based on standard-sized pallets. Oversized goods will incur additional costs based on final dimensions.
• Haulage is based on kerbside delivery, 8am – 5pm. Surcharges apply for timed deliveries and non-standard vehicle access.

16. Charges & Settlement

• Terms: 50% with order, 50% on clearance at UK Customs (unless otherwise agreed).
• New customers: 100% with order (unless otherwise agreed).
• Credit account terms are subject to financial information via a credit checking agency. Payment terms will be notified.
• Terms for duties, taxes, and clearance are payment on demand.

17. Import Services

• Import services: Airfreight, Seafreight, Roadfreight, and Courier.
• UK clearance from £48.00 / Customs entry from £24.00.
• VAT deferment usage 1% / Duty deferment usage 2% / Disbursement fees 2%.
• Customs check attendance at UK CFS: £45.00 / Customs hold £45.00.
• Dock rent £12.50 / pallet / day / Port storage £9.00 / cubic meter / day.
• Devan from £2.00 / carton, from £3.50 / carton on oversize cartons.
• Pallet storage from £2.00 / pallet / day (minimum charge applies).
• Pallet collection, labelling, and distribution services available.
• UK Delivery: Groupage or full truck.

For further assistance or questions, please contact our Customer Service Team at CS@wacpack.com.