Frequently Asked Questions
All goods should be secured to a pallet using pallet wrapping or appropriate strapping before the driver arrives.
Pallet wrapping (which is a clear industrial strength film) provides no protection for your goods and they must already be well packaged and protected before they go on the pallet.
Goods must remain within the confines of the pallet to protect the goods from impact damage.
For more information on how to prepare you goods for transit, see our video below.
Some other things you should know:
- Pallets must not exceed the weight stated on the pallet sizes, but in all cases should not exceed 1,000kg. If your goods are heavier than 1,000kg please contact Customer Services on +44 (0) 845 153 0000.
- Your goods should not overhang your pallet base and if extra space is required, please book this as appropriate. For any enquiries on booking extra space, please contact customer services.
- If you are booking your pallet using our online service you will receive an email that includes a label to attach to your pallet.
- Labels must be fixed firmly to the side of your pallet (ideally on at least 2 sides) and should clearly show the consignment reference, and delivery address.
- The health and safety of our drivers is of paramount importance so your collecting driver will assess your pallet and will use his discretion to determine if the pallet is safe to transport. Information about what you need to consider for us to collect your pallet can be found here.
There are five different standard definitions for pallets:
All of them have the same base size, which is 1m wide by 1.2m deep and Goods must not be bigger than this base. You are also permitted to ship on a standard ‘Euro pallet’ which is 1m wide by 0.8m deep.
Pallets must not exceed 1,000kg in weight.
The maximum height is 2.2m however if you would like to know the maximum height for your size pallet, please contact Customer Services on +44 (0) 845 153 0000 who will be happy to help you.
We offer both Premium and Economy services. The exact time it takes to deliver will depend on how far it has to travel, but generally Premium deliveries take 1-2 days and Economy deliveries take 2-3 days. You will see indicative delivery times when making your booking.
The standard delivery window is between 9AM and 5PM Monday to Friday (excluding Bank Holidays). You are able to request an ‘AM Delivery’ which will upgrade the delivery to a pre noon delivery. If you wish to book a delivery between the hours of 5PM and 9PM, please contact your local depot customer services team.
The standard collection window is between 9AM and 5PM Monday to Friday (excluding Bank Holidays). Unfortunately you cannot request a set time for collection.
Click here to find your depot or call our switchboard to be transferred +44 (0)845 1530 000.
Palletways aims to deliver to the service times it offers however there are rare occasions that things happen which are beyond our control that can cause delays. We cannot be held liable for consequential losses or costs which may occur as a result of any loss or damage of your delivery. Please see our terms and conditions for more information. If you need to speak to someone about damage or loss, please contact your local depot.
If you have any further questions, click here to find your depot or call our switchboard to be transferred +44 (0)845 1530 000.
Palletways provides liability insurance for your pallet whilst your goods are in transit within our network – information on insurance can be found here. However, we cannot be held liable for consequential losses or costs which may occur as a result of any loss or damage of your delivery. If you need to speak to someone about damage or loss, please contact our Customer Services team on +44 (0) 845 153 0000.
As the pallet will be moved by a manually operated forklift truck, we cannot collect or deliver pallets on gravel drives, steep hills or to locations that are not at ground level. Click here for more information, or contact our Customer Service team on +44 (0) 845 153 0000.
Palletways operates Monday to Friday between 9AM and 9PM for deliveries and 9AM to 5PM for collections. We do not operate our service on weekends or bank holidays.
Pallet deliveries are made to a kerbside location. If there is an accessible delivery point that can be safely accessed by the delivery driver using a pump truck then, at the delivery driver’s absolute discretion, the pallet may be left there.
As the pallet will be moved by a manually operated fork truck, we cannot collect or deliver pallets on gravel drives, steep hills or to locations not at ground level.
You should ensure that someone is available at the delivery point to meet the driver.
Please contact our internal sales department on 08450 720199 or email firstname.lastname@example.org. They will be able to liaise with the local member depot, who have a dedicated team that are experts in international shipments, to set up an appointment to discuss your requirements further.
For any general enquiries you can contact our internal sales department on 08450 720199 or email email@example.com.