11. How do these Delivery Services work and what do they include? | How Our Delivery Services Work | T&Cs | musicMagpie

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How do these Delivery Services work and what do they include?

FREE Courier Service:

11.1          When you create an order with us, you will be offered the option of either the FREE Courier Service, the FREE Send Service or the FREE Smart Send Service.

11.2          When you complete your order on the Website and select the FREE Courier Service you will be asked to provide a date and address for the courier to collect your Package. You will also be given the option of our ‘Leave Safe Service’ where you can decide, at your sole discretion, to leave a package at another place other than at your home address for collection by the courier so long as the place you choose is a neighbour of close proximity to your home address or a secure location within the grounds of your home address such as a garden shed.

11.3          You accept and understand that your option to leave the package at an alternative address and utilise the ‘Leave Safe Service’ will be at your own risk and we and the relevant courier shall have no liability in the event that the package is lost or stolen prior to collection by the courier. You are under no obligation to use the ‘Leave Safe Service’ and do so at your own risk.

11.4          Each Package that you send to us using the FREE Courier Service must:

a)      weigh no more than 15 kilograms;

b)      not exceed dimensions of a maximum of 120cm for the largest single dimension (usually length) or a combined dimension of 225cm, calculated using the largest single dimension plus two times each of the other dimensions; and

c)      have the FREE Courier Service label that we have sent to you in your Pack & Send Guide attached and clearly visible.

11.5          We strongly recommend that you read and follow the ‘Packing Check List’ information provided in your Pack & Send Guide.

11.6          We and our selected carriers reserve the right to reject a Package at the relevant collection point if the Package does not comply with the requirements set out above and in your Pack & Send Guide.

11.7          The accuracy of the address details provided and the point of collection that you provide are your sole responsibility.

11.8          We will send you a reminder email, confirming collection the day before collection is due to take place. The courier will attempt to collect the Package, from the address and at the date that you provide in accordance with clause 11.2.

11.9           If the Package is not made available for collection by the courier, the courier shall attempt to collect the Package two more times, on consecutive days. After these three (3) failed attempts to collect the Package, the courier will deliver a card of non-delivery to the address that you have provided and you will then need to contact our customer services team (in accordance with clause 23.4) to arrange an alternative time and date for collection.

11.10       We and our carriers shall endeavour to collect your Items on the collection date agreed however, we and our carriers may from time to time be unable to collect your Package on the selected date. You accept and agree that this date for collection is an approximate date only and as such is subject to change at our sole discretion from time to time.

11.11       We and our carriers shall not be liable for any indirect or consequential loss or damage of any kind, including any loss of profits as a result of delayed collection from the agreed collection point.

11.12       You acknowledge that we are not the carrier and that we will use third party carriers to provide and fulfil this Delivery Service.

FREE Send Service:

11.13       Our FREE Send Service lets you drop off your Package at your local ParcelShop, for free. To find your closest free ParcelShops, please go to /find-a-parcel-shop/ .

11.14       The FREE Send Service includes collection from your local ParcelShop, transportation and delivery to us of your Package by MyHermes or any other third party carrier we specify from time to time.

11.15       Each Package that you send to us using the FREE Send Service must:

a)      weigh no more than 15 kilograms;

b)      not exceed dimensions of a maximum of 120cm for the largest single dimension (usually length) or a combined dimension of 225cm, calculated using the largest single dimension plus two times each of the other dimensions; and

c)       have the FREE Send Service label that we have sent to you in your Pack & Send Guide attached and clearly visible.

d)      have an individual barcode postage label. See 11.19 for further details

11.16       We and MyHermes reserve the right to reject a Package at the relevant collection point if the Package does not comply with the requirements set out above and in your Pack & Send Guide. 

11.17       You agree that we may at our absolute discretion may fulfil the FREE Send Service using MyHermes itself or by MyHermes’ employees, agents or sub-contractors.

For both the FREE Send Service and the FREE Courier Service:

11.18       You may send more than one Package. If you have more than one Package, you will need to print more FREE Send Service or Courier Labels. For the FREE Courier Service, all you need to do is reprint a label from your Pack & Send Guide. The labels for the FREE Courier Service are not unique so you can print as many labels as you need by simply repeating this process. For the FREE Send Service, Sign In to your Account and go to “Order History” and click on the “Printer Icon” next to the relevant Order Number and you can print as many labels as you need. PLEASE NOTE - for the FREE Send Service, each label has an individual barcode which can’t be used more than once so please don’t print the same label twice. For both the FREE Courier and FREE Send Services, please ensure that each Package you send us has a label on it that is easy to read.

11.19       We do not recommend that you send Items to us in a padded envelope. You may use a padded envelope only if the Package weights less than 2kg (the equivalent of 10CDs or DVDs). A padded envelope containing any more than this will be rejected. We always recommend that you use a box and follow the packing check list in your Pack & Send Guide.

FREE Smart Send Service:

11.20      Our FREE Smart Send Service lets you drop off your items at any Royal Mail Post Office, for free. All you have to do is pack your Items using the packing guide and postage labels in your Pack & Send Guide and drop them off at a Post Office.

11.21       Our FREE Smart Send Service is only available to all customers who are selling item(s) which fall within the size and weight restrictions detailed below and as set out in your Pack & Send Guide.

11.22       The FREE Smart Send Service includes collection from your local Post Office, transportation and delivery to us of your Package by Royal Mail.

11.23       Each package that you send to us using the FREE Smart Send Service must:

a)    weigh no more than 5 kilograms;

b)   not exceed dimensions of 610mm in length, 460mm in height and 460mm in depth;

c)    have the FREE Smart Send Service label that we have sent to you in your Pack & Send Guide attached and clearly visible; and

d)   attach the FREE Smart Send Service label that we have sent to you in your Pack & Send Guide.

11.24       We do not recommend that you send Items to us in a padded envelope. You may use a padded envelope only if the Package weights less than 2kg (the equivalent of 10CDs or DVDs). A padded envelope containing any more than this will be rejected. We always recommend that you use a box and follow the packing guidelines in your Pack & Send Guide.

11.25       You agree that we may at our absolute discretion fulfil the FREE Smart Send Service using the Royal Mail itself or Royal Mail’s employees, agents or sub-contractors.