refund policy.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your booking within 14 days of placing it without giving any reason, provided that collection has not yet taken place.

If you expressly request that the service begins before the end of the 14-day period (i.e., you book a collection slot within 14 days), you acknowledge that your right to a full refund under the cooling-off period ends at the moment your parcel is physically collected from your door.

You may cancel your booking at any time before your booked collection window by emailing hello@parchel.com with your booking reference.

For cancellations received before collection:

• More than 24 hours before the collection window — full refund of the shipping cost paid, processed within 5–10 business days to your original payment method.
• Less than 24 hours before the collection window — full refund of the shipping cost paid, processed within 5–10 business days, provided our driver has not yet departed for your address.

As doorstep collection within E14 is provided free of charge, there is no collection fee to refund.

Once your parcel has been physically collected from your door, your carrier booking is confirmed and the shipping cost has been committed to the carrier. No refund is available once collection has taken place.

If you need to recall a parcel after collection but before it has been dispatched to the carrier, please contact us immediately at hello@parchel.com. We will make every effort to retrieve the parcel, but cannot guarantee this will be possible and a handling fee may apply.

If your parcel's actual weight or dimensions at packing are lower than declared at booking and a lower shipping rate applies, we will automatically refund the difference to your original payment method within 10 business days.

If your actual parcel weight or dimensions are greater than declared, we will contact you before dispatch to confirm any additional charge. We will not dispatch the parcel until you have authorised the additional payment or arranged collection of the parcel.

In the unfortunate event that your parcel is lost or damaged in transit, your claim is handled through the carrier's standard insurance process. Standard carrier liability covers between £20 and £100 per shipment depending on the carrier and service used.

To make a claim:

• Email hello@parchel.com with your booking reference and a description of the loss or damage.
• Provide photographic evidence of damaged items where possible.
• Claims must be submitted within 28 days of the expected delivery date.

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.

We strongly recommend purchasing additional carrier insurance for high-value items at the time of booking. Please contact us before booking if you need a specific insurance level.

All approved refunds are returned to the original payment method used at checkout. Processing times vary by payment provider:

• Debit/credit card — 3–10 business days
• Bank transfer — 1–3 business days

We do not charge a fee for processing refunds.

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