refund policy.

Our free cancellation promise for ordinary parcel bookings applies before dispatch, as described below, in addition to any rights you have under consumer law. Dispatch means the parcel has been handed to the carrier for onward carriage; for a nationwide direct carrier collection, that can be the carrier's pickup from your address.

Statutory cooling-off rights depend on the service: transport of goods booked for a specific date or period can be exempt from the standard 14-day cancellation right. Where a statutory cancellation right does apply, starting a service does not by itself remove it. Any required request to start early and acknowledgement of loss of a cancellation right must be obtained expressly. Nothing here limits your rights if a service is not provided as agreed or with reasonable care and skill.

You may cancel your booking at any time before it is dispatched by emailing support@parchel.com with your booking reference.

Your initial online parcel payment is normally a card authorisation, rather than a completed charge. We arrange release of any unused hold when cancellation is confirmed. If you have already paid a top-up or replacement payment, we arrange a refund of the amount paid for that cancelled booking. Cancellation and refunds are handled by our team; please keep your cancellation confirmation.

• Before collection — no cancellation charge for an ordinary parcel booking.
• After London collection or packing, before dispatch — the same free cancellation promise applies. Contact us to arrange return of your item; we will agree the practical arrangements with you.
• Same-day and other separately quoted jobs — checking an estimate or submitting a request is free. Once a final quote is accepted and a courier is arranged, the cancellation terms disclosed in that quote apply.

After dispatch we may be unable to stop or reverse carriage. A change-of-mind refund is not normally available for carriage already performed or committed, but contact us so we can check any available cancellation, recall or unused-charge refund. This does not exclude refunds or other remedies you are entitled to by law.

If you need to recall a parcel after collection but before it has been dispatched, please contact us immediately at support@parchel.com. We will make every effort to retrieve the parcel, but cannot guarantee this will be possible. For ordinary parcels that have not been dispatched, our free cancellation promise above still applies.

For services we quote individually — such as same-day, business shipping, pallets and freight, or specialist items — the cancellation terms set out in your quote apply. This does not affect your statutory rights.

If the confirmed packed measurements produce a lower shipping rate than the estimate, we capture that lower, final amount from your authorised card when we dispatch — you are never charged the difference, so no refund is needed.

If your actual parcel weight or dimensions are greater than declared, the final amount can exceed what your card was authorised for. Card networks do not allow us to capture more than the authorised amount. We contact you before dispatch with a payment link for the difference, which is a separate payment. The original hold is captured at dispatch. You can accept the new price or cancel before dispatch under the policy above. Nationwide self-pack customers must provide actual packed measurements; if a carrier later identifies a discrepancy, we will explain any proposed adjustment.

In the unfortunate event that your parcel is lost or damaged in transit, your claim is handled through the selected carrier's claims process. The included protection is the exact figure shown for that service when you book and may be £0. Some contents have no compensation; electronics may be eligible for loss only and not damage.

To make a claim:

• Email support@parchel.com with your booking reference and a description of the loss or damage.
• Provide photographic evidence of damaged items where possible.
• Contact us as soon as you notice a problem, keep the packaging and any delivery evidence, and tell us the delivery or expected delivery date. Carrier notification deadlines vary and can be short; we will explain the deadline for your selected service.

We will liaise with the carrier on your behalf and keep you updated throughout the claims process. Settlements are paid by the carrier and are subject to their terms and conditions. Carrier compensation limits do not remove your statutory rights against Parchel for the services we provide.

Review the protection status shown at booking. Additional protection is available only where the selected service and contents are eligible; contact us before booking if you need a particular level of protection. Carrier compensation is not necessarily an insurance policy, and no level of cover is guaranteed unless confirmed for your booking.

A released authorisation and a refund are different. If no payment was captured, we cancel the unused hold; your bank determines when it disappears. If money was taken and a refund is due, we return it to the original payment method, subject to any legal requirements. Bank and payment-provider processing times vary:

• Card refund — commonly around 5–10 business days after the refund is issued, depending on the bank.
• Other payment methods — we confirm the expected processing time when arranging your refund.

We do not charge a fee for processing refunds.

For all refund and cancellation requests, please email support@parchel.com with your booking reference in the subject line. We aim to respond within one business day.