So many questions…

We understand that choosing a logistics partner can be a major decision for small businesses – after all, you’re trusting them to ensure your customers receive the items they paid for safely and quickly, and to respond swiftly and appropriately to any issues with these deliveries. There can also be any number of business-specific factors which can have a bearing on the suitability of a potential supplier; with this in mind, we’ve compiled a few of our most frequently-asked questions below, and have specialist consultants available to arrange a call to discuss any more bespoke requirements your business has.

I’ve generated a label using CollectPro – do I need to use it the same day it was created?2020-10-22T08:41:40+00:00

No – sometimes, senders find they are out of stock, or the item they have is not ready for despatch. Labels can be used up to 14 days from the day they are created without issue.

What happens if the customer cancels the order, and I no longer need to send the parcel?2020-10-23T10:06:19+00:00

If an order is cancelled and a shipment is no longer required, you can cancel a shipment on the system on the day of the booking is made, and it will not be included in your weekly invoice. If you do not cancel it on the day, you can contact Client Services by the end of the same week (5.00pm Friday) and we can remove the shipment for you – it will not appear on your invoice. Our Monday invoice will include all shipments booked in the previous week, and charges apply whether or not items were actually sent.

How do I book a collection?2020-10-23T10:01:46+00:00

As soon as you process a customer order and book delivery using the CollectPro portal, a collection will be booked without any further action required from you – all part of the service. You only need to book sending of a single parcel to arrange a collection. If the order was processed pre-noon, the collection will be the same business day. You can continue adding additional parcels to the same collection, right up until the driver arrives to make the collection.

Are any delivery postcodes classed as non-standard?2020-10-23T10:48:23+00:00

Yes – we’ve provided a list full listing of postcodes which fall outside of standard mainland postcodes, and which are processed on services for Highlands & Islands, and for Northern Ireland, on our client portal. The transit times are listed alongside the postcodes, and prices are detailed on the SLA.


What items can I not send using The Collect Group services?2020-10-23T10:53:50+00:00

The Collect Group and CollectPro services cannot be used to carry any of the below prohibited items;

Animals (including birds, fish, insects, spiders, larvae, pupae etc), Complete Firearms or Firearm Parts (including replicas), Dry Ice, UN-classified Dangerous Goods (including any goods specified as such under IATA, ADR or IMDG regulations), Human / Animal Remains or Ashes, Illegal Goods (goods which are considered illegal in the origin, the transit points and/or the destination countries and would include but not be limited to pirated goods, counterfeit goods, counterfeit goods and narcotics), Ivory and other banned products, Medical Samples (includes bodily fluids and tissue samples both animal and human); Negotiable Instruments in bearer form (this includes but is not limited to blank cheques, blank activated credit cards/debit cards/charge cards or cash dispenser cards, unused stamps, traveller’s cheques, activated SIM cards, money and event tickets), Banderols and Tax Stickers, Bullion, Loose Precious Stones, Drugs (controlled under applicable current Misuse of Drugs legislation), Personal Data, Pornography, Tobacco, Overweight Parcels (that weigh in excess of 31.5kg). This list of items may be amended from time to time.

The Collect Group is not a carrier of dangerous goods, however, subject to authorisation by way of an audit, we will allow you to despatch certain dangerous goods in limited quantities. Our definition of dangerous goods includes, but is not limited to, the below common examples:

Aerosols, Adhesives, Ammunition, Aftershaves, Batteries (Wet / Acid Contaning), Batteries (Lithium), Bleach (including oven or patio cleaner), Carbon Dioxide, Chemicals (most types), Disinfectants, Fertilisers, Fire Extinguishers, Fireworks (including Party Poppers), Fuel (Petrol, Diesel, Kerosene, Biofuel), Gas Cylinders, Laptops / Cameras / Power Tools (containing batteries), Life-Saving Appliances, Lighters or Lighter Refills, Matches, Medicines, Medical Waste, Nail Varnish, Paint (Gloss or Lacquer), Perfumes, Pesticides, Screenwash

If you have any questions about specific items that you wish to send, please contact us for bespoke advice or to request an audit.

Are there fuel or residential address surcharges?2020-10-21T11:48:15+00:00

The Collect Group do not apply any fuel surcharges or residential delivery address surcharges to our pricing; the price quoted on our portal is the price you’ll pay.

Is there a minimum-term agreement to use your services?2020-10-23T10:53:04+00:00

Although our CollectPro service is designed around building long-term relationships with our clients, we don’t lock anyone into any minimum term agreements, setup or cancellation fees. There are also no ongoing fees or charges for using our CollectPro software platform – you pay only for the items you send with us.

Do you provide full tracking information?2020-10-21T12:07:39+00:00

Yes – senders can track their consignments through the CollectPro portal, and customers can be sent email alerts to confirm that a shipment is on its way to them, who it is from, and the shipping reference is provided. Tracking is available via The Collect Group website, and also via the carrier website. Alerts provide a link to the carrier app as well, should the customer want greater visibility.

How do I pay for your service?2020-10-21T12:12:57+00:00

Once you become a customer of The Collect Group, we’ll arrange a Direct Debit setup with you. You’ll receive a simple weekly invoice for the sending costs incurred that week, and payment will automatically be taken by Direct Debit. There are no ongoing charges, subscription fees or costs to use our CollectPro software platform or integrations, so you’ll pay only for the items you send.

Can I link your services directly to my website or selling accounts?2020-10-21T12:22:35+00:00

You can! One of the key components of our service is our broad range of integrations, to save you time and hassle on processing customer orders. This is why we’ve created a whole suite of software integrations for the most popular eCommerce platforms, whether you’re selling on an online marketplace like eBay or Amazon, or on your own Shopify or WooCommerce-enabled website. You’ll never need to manually copy and paste delivery information from one platform to another, won’t risk manual processing errors, and could potentially save hours every week.

Even if you’re using a software platform that we don’t provide a native integration for, as long as your system allows you to export your customer orders into a CSV file format, you can upload them into the CollectPro portal for fast processing. Feel free to contact us to arrange a call with one of our eCommerce specialists if you’re unsure about CollectPro’s compatibility with your website.

For more information about our software integrations, please see this page.

Get in Touch!

If you have any questions about our service, our software or we can otherwise be of assistance, please don’t hesitate to leave us a message via the form below, and we’ll get back to you ASAP.

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