COVID-19 IMPORTANT INFORMATION

In light of the ongoing situation surrounding the coronavirus, we understand that you will have questions about your delivery and your plans may change. As things stand, Baggage Hub is still in operation, moving goods and belongings internationally. There are a number of important measures in place and contingencies designed to deal with the evolving situation which are outlined below. We are monitoring updates very closely and updating these details accordingly.

Last Updated 24th November 2020

Throughout the world, strict lockdown and social distancing measures remain in place to curb the spread of COVID-19. However, as things stand, international trade and shipping continues. Deliveries and imports are obviously essential to our way of life following these social distancing directives. Therefore, for the time being, Baggage Hub is still in operation and committed to assisting our valued customers however we can.

There are, as you might imagine, a number of stipulations and restrictions in place that do affect our day-to-day operations. We’ve listed these below as comprehensively as possible and, as the situation develops, we will continue to update them accordingly.

Our staff remain informed of the developing global situation and will be able to advise and guide you, but we also urge anyone thinking about booking a shipment to check the government guidelines for the country they are shipping goods to / from to ensure they are familiar with all restrictions before booking.

Preventing the spread of COVID-19

The World Health Organisation and Public Health England have advised that people sending or receiving parcels are not at risk of contracting the coronavirus (COVID-19) as this type of virus doesn't survive long on objects, such as letters or parcels.

However, as this is a new virus and we cannot be too careful at this stage, we ask all our customers to ensure they adhere to the following practices when preparing for a collection / delivery:

  • Please ensure anything you pack is clean. Please wash all clothing / linins and clean anything else with an antibacterial solution.
  • Ensure you still follow our packing guidelines.
  • Once your items are packed, please clean the outside of the boxes / cases / packages with an antibacterial solution.

While the virus may not be easily spread via items such as parcels, it is still vital to avoid close contact between people. Our highest priority is your safety, as well as the safety of our drivers and the wider population. This means that, as standard, the following measures must be adhered to:

  • During collection / delivery, please place all items outside the door and retreat to another room / area while they are collected. If you cannot be in a separate room/area then please follow physical distancing guidance and stay at least 2 metres / 6 ft away from our team member(s).
  • We will not be handing over any clipboards or hand held electronic devices for signatures.
  • In lieu of any electronic signature, please ensure you keep detailed records and photos of what is being collected.
  • For deliveries, please ensure you confirm all items have been delivered when the driver is still at the premises (they will wait a safe distance away while you check). You should take photos of the boxes and report any concerns to the driver and Baggage Hub immediately.
  • For any bespoke packing services, we will bring any items that need to be packed back to the warehouse and pack them there.

Our in-house procedures:

  • All warehouse and delivery staff are wearing gloves and masks when handling shipments. They are also regularly washing hands with antibacterial solution between shipments.
  • All shipments coming in and out of our warehouse are being sprayed with sanitiser to help reduce the spread of COVID-19
  • Our office-based teams in the UK, UAE, Asia and the USA, including customer services and the operations team, are now working from home. This is in line with government guidelines in the respective countries.
  • We are fully equipped to work from home so are available to contact at any time so please do get in touch with any queries or concerns.

Procedures and contingencies during the COVID-19 pandemic

We are actively monitoring this rapidly evolving situation. We understand that, any changes are likely to cause uncertainty among people that have made a recent booking or are looking to book a shipment in the future.

As outlined above, we’re still in operation but we’ve put a number of contingencies in place to allow for further changes. This should mean that, whatever the nature of your booking and however the situation changes, we’ll be able to assist you.

  • Storage - If you book a shipment but cannot then travel to collect your items or accept delivery due to a travel ban, we’ll store your items for you. For items going to the US, the UAE and Europe, we’re offering 30 days’ free storage and we are working with other global partners on being able to offer the same in other destinations (for now, any storage fees incurred in other destinations will be charged at cost).
  • Reschedule - If you’ve booked or you make a booking and the coronavirus causes your plans to change prior to collection, we’ll hold your booking and reschedule accordingly at no extra cost.
  • Amendments - If it becomes necessary / more cost-effective to change your booking type due to changing border restrictions or availability, we’ll switch services. For example, Sea Freight services are likely to experience delays of up to four weeks so we’d be able to switch to an airfreight option if available.
  • Cancellation - If your plans completely fall through and you need to cancel as a result of the coronavirus, we'll waive any cancellation fee and pay your deposit back to you.

We are doing everything in our power to keep you moving and the above details are checked and amended regularly. We will continue to operate as best we can until we are informed otherwise and will factor in any updates from our overseas partners.

In the meantime, we’d like to extend our best wishes to you all and hope that you stay safe during these difficult times. We will get through this together.

BAGGAGE HELP CENTRE

Generally personal effects only, clothes, shoes, linen, books, documents, chinaware, toys, computers, monitors, and laptops. For further information on prohibited items please click here »

Not a problem, we supply our Move Packs throughout the UK and Europe and cardboard boxes plus tape to the majority of countries worldwide.

We don’t supply bubble wrap but this can easily be purchased online.

Our sea freight prices are based on volume and the number of items you are shipping. The transit time varies between 8 to 12 week will depend on your final destination. We only offer sea freight services from certain countries and to a limited number of countries.

Road freight would normally be used for transporting your possessions into Europe or throughout the USA. Our prices are based on the number of items being moved as well as the overall weight. The transit times varies between 7 - 14 days.

Our airfreight service is quick plus affordable and takes between 7 - 14 days depending where in the world you are going. All airfreight prices are based on actual or volume weight whichever is the greater.

Yes you can, hard cases are ideal, but not essential.

When booking with Baggage Hub, we will take a deposit to cover the costs of packing materials and delivery plus collection. Once your shipment has been collected and returned to our warehouse you will receive a final invoice which will be sent you in an email. Payments are made securely via Stripe using either your credit or debit card. If you would like to discuss alternative payment options please feel free to contact our customer service team.

Yes, once your shipment has been collected and it is received into our warehouse you will be able to log into the customer portal or download the mobile tracking app. It’s simple to use and will provide you with all your relevant shipping information.

We offer shipping protection, and is calculated based on the value of your goods. You have an option to purchase shipping protection on check out and will be added on to your final invoice. Please note if you decide not to take out shipping protection your goods will not be insured and in the unlikely event your goods are damaged or lost you will not be able to make a claim. Further information on our standard liability can be found by clicking our terms and conditions.

We offer a professional packing service that is carried out by our team of experts.This is ideal for those customers who are very busy and need assistance with packing fragile and high valued items.

Our standard service is based on Monday to Friday 0800 to 1800. We offer timed collections and deliveries, this option is available on check out.

We strive in providing our customers with the best possible service, however you need to be aware of the legal stuff and your responsibilities which is highlighted in our terms and condition. We must draw your attention to our what’s excluded from our quotations: Customs and quarantine inspection fees, and fumigation charges are normally charged at destination. These fees do differ from country to country and will need to be paid prior to delivery.

Custom duties and taxes are excluded from our prices, these such fees are only charged on items that are declared to be unused or owned for less than 12 months (Subject to local regulations). Duties and taxes can also apply if the owner of the goods fails to be in the country of destination when the goods arrive. If you have any questions please email our customer care team who will be delighted to help.

Should our driver fail to turn up, please contact our customer care team. We aim to response as quickly as possible and in most cases will respond within an hour during working hours. Please remember you must be in to take delivery or collection

If your order has already been processed and packing materials have been despatched, you may loose your deposit. We strongly recommend should you need to cancel, you send an email to customer care at least 48 hours prior to your booked delivery or collection.


COUNTRY INFORMATION AND CUSTOMS DETAILS

Please click the links below for important information about the country you are shipping to:

Europe/EU

Switzerland

Australia

New Zealand

South Africa

United States

United Arab Emirates

Canada

Russia

Japan

China

Hong Kong