Contact Us

FAQs

Questions and Answers:

• What do I have to do to start using send2hub.com?

Click here to apply for your free personalised UK address.

• Can I start using send2hub.com immediately after registering?

Yes, you can! Once you registered and received automated confirmation of your personalised UK address, you can start to shop.

• Is send2hub.com address a P.O. Box address?

No. send2hub.com is a real UK street addresses of our warehouse personalised with your unique unit number. All UK shipping companies will be able to deliver to your send2hub.com address, we are located in the centre of the UK.

• Can I cancel my send2hub.com account?

Yes. You can cancel your send2hub.com account anytime without any liabilities by giving us written notice by email or letter. If you cancel your account, send2hub.com reserves the right to refuse to accept any mail and/or package that will be delivered to your unit after the cancellation date. Upon cancellation, you will receive a prorated refund on any unused portion of your available funds. Refunds will be processed within 5 business days of your account’s cancellation.

• What are the opening times for receiving my deliveries?

Our warehouse reception is open to receive your deliverers from 08:00 - 16:00 Monday to Friday. Our warehouse reception is closed on Saturdays, Sundays and public bank holidays due to our main couriers delivering only during business days.

• What is the actual weight and volumetric weight?

Actual weight is the weight of the package when you weigh it on a scale.
Volumetric weight is the weight based on the size or volume of the package. Volumetric weight is calculated by multiplying the length, width and height of the package:
L(cm) x W(cm) x H(cm) / 5000 = weight in kg
You can check with our Volumetric Weight calculator here.

• Will I be charged the actual weight or volumetric weight?

Once the parcel arrives to our warehouse we check the actual weight and parcel’s measurements. These details are being logged into our system for the volumetric weight to be calculated. Volumetric weight will then be compared with the actual weight and the greater of the two will be used to determine the chargeable weight.

• What is consolidation and how do I save on delivery cost with consolidation?

Consolidation is combining your parcels into one fitted package/box or the least number of packages/boxes possible. If you wish, here at send2hub.com we can remove your items from their original packaging before consolidating them into one fitted box. In this way we are saving you on international delivery rates. Consolidation is FREE for all Customers.

• What courier services will you use to send my packages?

send2hub.com offers the following courier services: DHL, FedEx, ParcelForce, DPD, UPS, Deutsche Post, Royal Mail. The choice of couriers for your shipment will be available when you will be consolidating your parcels.

• How can I claim missing/damaged item?

Please contact our Customer service to initiate your claim.

• When will i be compensated for my lost / damaged shipment?

Depending on the courier company you have selected for your shipment it can take up to 30 business days to process the claim and compensate for your lost or damaged shipment. In all cases we will adhere to the terms and conditions of carriage of the courier you have have selected for your shipment.

• Is there a timeline to submit a claim for my lost/damaged shipment?

For damaged shipments, claims must be submitted by the day following the date of receipt of the shipment at the latest. For lost shipments, depending on the courier used claims can be accepted within one month from the date the shipment is declared missing by send2hub.com. For accurate timescales for the courier used please check our terms and conditions.

• What is the max value I can be compensated by send2hub.com?

This amount depends on the courier service you are getting your items shipped by and insurance level purchased

• Can I use my personalised UK send2hub.com address to receive letters and ordinary mail?

No, sorry, you cannot use your send2hub address for forwarding letters under any circumstances.

• Can I use my personalised UK send2hub.com address to apply for credit cards or legal documents like passports, birth certificates or driver’s license?

No, sorry, you cannot. Your send2hun.com address can only be used for delivery of goods (excluding restricted and prohibited items). If any such documents will be delivered to us they will automatically be returned to sender. Please be aware if send2hub.com has any reason to suspect any unlawful activity the proper authorities with automatically be informed.

Registration and Order Processing

Questions and Answers

• How do I use my send2hub.com Address?

Whenever you shop from any UK online store, use your send2hub.com address as the “delivery address”, your send2hub.com address is visible in your account after registration. Please check here how to fill in your address details when shopping online.

• What happens if I make mistake on my address when sending packages to my UK send2hub.com address?

If an address on a package has a missing vital information such as your personalised unit number, the package will be returned to the sender or discarded. It is your responsibility to ensure that you enter all correct address details including your personalised unit number as shown on your account when sending parcels to your send2hub.com address.

• Will you open my package?

We may do. send2hub.com scans every package that comes to our warehouse, where we can not scan a package we may open it then to ensure in order to ensure that items are in good condition and are legal for export (in accordance with UK law)

• When will my package show in my account?

send2hub.com logs your package into your account within 24hours from when it arrives at our warehouse but usually this happens on day of your parcel delivery. You will get an email notification whenever a package is logged.

• Where can I see how much a shipment will cost me?

Please feel free to use our free calculator to estimate shipping costs (link here). Shipping cost will also be provided to you in your account during you will be consolidating your parcels.

• How can I consolidate my parcels?

Sign in to your account.
From “My Parcels", choose your parcels that you would like to consolidate;
Declare the contents and values and provide your destination address;
Tick all other applicable to your shipment instructions – Include Original Invoices, Repack, Remove All Excess Packaging;
Choose your preferred courier;
Click Send Now and Pay for your shipment
Once you have paid for your shipment you will receive email confirmation with an invoice.
In “Your Account” you will be able to view the status and track your consolidated shipment.

• How will the value item/shipment be determined?

Usually we take your declaration made during the shipping into account. But we may ask for a proof of item value such as invoice (from the merchant) or a payment receipt if we feel the shipment value provided is inaccurate.

• How long will it take for my consolidated shipment to arrive?

Estimated transit time for express delivery is 1-4 working days, and 5-14 working days for economy delivery, depending on the courier used. Please check courier companies estimate transit times for your country of destination here.

• Can send2hub.com deliver to an address other than my registered address?

Yes, you can provide a delivery/shipping address of your choice, no mater where you are. Go to my My Account> My Addresses> Add New.

• Can send2hub.com deliver to PO box address?

Yes we can deliver to PO Box addresses with Royal Mail and Deutsche Post, other couriers refuse such delivery due to insurance and security reasons.

• Is there a limit on size and weight that send2hub will handle?

Our current limit for weight is 70kg per 1 parcel. If you have shipment above 70kg you can send it in multiple shipments to 70kg each. If you are still unsure, please contact us for further details.

Payment and Shipping

Questions and Answers

• Are my shipments insured in transit?

Your shipments will be insured depending on the service you selected for shipping. You will have such option during consolidating your shipment. For any additional insurance please contact our customer service.

• Do I have to pay VAT?

All our shipping charges are inclusive of VAT where applicable. If you are outside the UK rate is 0% VAT. If you are within the UK, VAT rate is 20% unless you can present a valid EU VAT number then VAT rate that applies is 0%. All EU VAT numbers must be valid on European Commission’s website https://ec.europa.eu/taxation_customs/vies/

• Are there any other additional fees that I will need to pay once my package arrives at my destination?

Local customs/duty fees may apply depending on the contents value and destination the shipment is being delivered to. We recommend that you check with your governing body regarding this matter.

• Do I have to pay a monthly subscription to use your service?

No, we offer non-subscription plans. We have Premium plan in place too if you’d wish to benefit from using send2hub.com on a monthly basis.

• Can I upgrade my subscription plan?

Yes, If you would like to upgrade your plan please contact our customer service.

• Do I receive an invoice for payments I make through your service?

Yes, we provide an invoice electronically for every transaction as well as all invoices will be available in your account.

• What method of payment do you accept?

We can accept PayPal, Mastercard, Visa, Maestro and American Express. We can also accept international bank transfers in various currencies and money transfers for example Western Union on request (both payment methods may expend processing and dispatch time up to 5 working days due to the time it may take for the funds to arrive into our account).

Prohibited and Restricted Items

Questions and Answers

• What are prohibited and restricted items?

We cannot ship loose Lithium Ion or Lithium Metal batteries in economy deliveries. Electronics that contain or that are packed with batteries, can still be shipped, but limitations will apply (please contact our customer service for more details);
We do not ship medicine. This includes legal drugs, prescription medicine or over-the-counter medicine;
Perfume is a flammable substance and can not be shipped through send2hub.com;
Under no circumstances can we ship nicotine products. This includes cigarettes, cigars, e-cigarettes, e-liquids or any product that contains nicotine;
Full list of prohibited and restricted items is available in our Terms and Conditions.

• What happens if I ship an item to my UK send2hub.com address that is listed as prohibited?

Most prohibited items can be returned to sender. If we receive a package that contains prohibited goods we will notify you and request you to return it to the sender immediately (such special service will then be made available to you in order to help you to return prohibited goods). If you have any prohibited or restricted goods that you’d wish to purchase and you are unsure if you can ship them to your send2hub.com address please contact us first to see if we could accept them.

The following items cannot be sent to any country under any circumstances:

Explosive Materials:

•Fireworks of any type.

•Ammunition, Cartridges for Weapons, Gunpowder.

•Helium or any other Volatile Gases.

•Weapons, Weapon Parts, Detonators including Imitation Weapons.

•Safety Matches, Torch or Cigarette Lighters.

•Airbags for Cars.

•Life Jackets and Self-Inflating Life rafts.

•Seat Belts.

•Camping Stoves and Fuel Containers.

•Christmas Crackers.

Flammable Items:

•Cooking Fuel or any other Flammable Liquids.

•Paint and Turpentine.

•Compressed Air or other Compressed Gas Cylinders.

•Gasoline.

•Aerosols and Perfumes.

•Nail Varnish and Nail Varnish Remover.

•Mercury Barometers and Thermometers.

•Alcohol.

•Hair Curlers containing Hydrocarbon Gas.

•Loose Batteries including Power Banks.

•Lighters.

Toxic or Infectious Substances

•Clinical waste.

•Biological cultures, samples or specimens.

•Medical cultures, samples or specimens.

•Tear gas or related substances.

•Motor fuel antiknock products.

•Dyes.

•Pesticides.

•Alkaloids or acids.

•Arsenates, Arsenic or Arsenic compounds.

•Cyanides, Barium compounds or Lead compounds.

•Mercury or Mercury compounds.

•Antimony, Selenium or their compounds.

•Chloroform.

•Any Radioactive materials.

•Any other substances considered poisonous not listed above.

Narcotics:

•All illegal drugs, including Khat.

•Tobacco, and Smokeless Tobacco Products, Snuff or Chewing Tobacco.

•E-Cigarettes, Vapes and E- liquids.

•Anabolic Steroids or Growth Hormones.

•Legal Highs.

•Any unidentified substances that we deem to be suspicious

•Prescription drugs or over the counter medicine.

If any substances in the above category are found, we reserve the right to discard the goods and/or inform the police and HM Customs.

Other Items:

•Credit Cards, Debit Cards or any other type of Finance-Related Cards.

•White Goods.

•Living or Dead Animals, Plants and other Organisms.

•Perishable Food Items, including carbonated drinks.

•Cash, Cheques, Mobile Phone Sim Cards or any other type of Vouchers with a Redeemable Value.

•Body Parts, Human Remains or Cremated Remains.

•Precious Metals or Precious Stones.

•Animal Skin, Fur or Hide.

•Candles.

•Knives Swords and other Sharp-edged Items.

•Semen, Blood, Lab Samples or other Human or Animal Body Fluids.

•Magnets.

•Lottery Tickets

•Pornography.

•Corrosive Substances.

•Counterfeit Goods.

•Dry Ice.

•Official Documents (e.g. Passport, Driving License etc.).

•Printer Ink.

The Following items can be sent but will not be covered against loss or damage:

Restricted Items:

•Furniture (other than flat-packed).

•Works of Art.

•Personal Effects.

•Jewellery, including Watches.

•Antiques.

•Liquids.

•Legal or Business Documents.

•Televisions.

•Computer Hardware, Laptops and Tablets.

•Glassware