terms & conditions.

These terms and conditions govern your use of Parchel's doorstep parcel collection and international shipping service (“the Service”). The Service is operated by Parchel Ltd, a company registered in England and Wales (company number: 16849647), with its registered office at Office 173, Unit 5, 399–405 Oxford Street, Mayfair, London W1C 2BU (“we”, “us”, “our”).

By booking the Service you confirm you have read, understood, and agree to be bound by these terms. If you do not agree, please do not use the Service.

Parchel provides free doorstep collection of parcels from residential and business addresses within the Canary Wharf and E14 postcode area of London, followed by international shipping via our carrier partners.

Collection is available exclusively to customers located within the E14 postcode district (Canary Wharf, Limehouse, Poplar, and surrounding streets). We are actively expanding our coverage area; please contact us if your postcode is not yet served.

We act as a service intermediary between you and the carrier. The international shipping contract is formed between you and the carrier at the time of booking confirmation. We facilitate that contract and handle the physical handover on your behalf.

All prices quoted at the time of booking are for the international carriage element only. Doorstep collection within E14 is provided free of charge.

Prices are calculated based on the destination country, box size, and estimated weight you provide. The quoted price is binding once you receive a booking confirmation email. We do not charge additional fees after confirmation unless your parcel substantially exceeds the declared dimensions or weight (see clause 4).

If your actual parcel weight or dimensions are lower than declared and a lower rate applies, we will refund the difference to your original payment method within 10 business days of dispatch.

We offer three service tiers — Parchel Economy, Parchel Standard, and Parchel Express — with different price and transit time combinations. Quoted transit times are estimates provided by our carrier partners and are not guaranteed.

You are responsible for:

• Providing an accurate description of the parcel contents.
• Declaring the correct weight and dimensions when booking.
• Ensuring the parcel is properly packed and ready for collection at the agreed time.
• Ensuring the contents are not prohibited under UK export law, carrier terms, or the law of the destination country.
• Providing accurate recipient name and address details.
• Being present (or ensuring an authorised adult is present) at the collection address during the booked time window.

If your parcel is materially heavier or larger than declared and a higher rate applies, we reserve the right to charge the difference or return the parcel to you.

The following items must not be sent using the Service:

• Cash, banknotes, coins, or negotiable instruments
• Firearms, weapons, or ammunition
• Explosives, flammable, or hazardous materials (including lithium batteries above carrier thresholds)
• Controlled drugs or substances
• Live animals or perishable goods requiring cold chain
• Human remains or ashes
• Counterfeit or infringing goods
• Items prohibited for import in the destination country

We reserve the right to refuse collection or return any parcel where prohibited items are suspected. You remain liable for any costs, fines, or penalties arising from shipment of prohibited items.

Our booking flow includes an optional AI-powered photo analysis feature that suggests an appropriate box size based on an image you upload. This suggestion is provided as guidance only and is not a guarantee of fit, carrier acceptance, or price accuracy. You retain full responsibility for selecting the correct box size.

Photos uploaded for AI analysis are stored securely and are not used to train AI models. See our Privacy Policy for full details.

Our liability to you is limited to the carrier's standard declared-value liability for loss or damage, which varies by carrier and destination. Standard carrier liability is typically between £20–£100 per shipment.

We strongly recommend declaring the value of your goods and purchasing additional carrier insurance for valuable items. We are not liable for any loss, damage, or delay beyond the carrier's standard terms, nor for indirect or consequential losses.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

Please refer to our Refund Policy for full details of your right to cancel and the refunds available.

All content on this website — including the Parchel name, logo, design, and text — is owned by or licensed to Parchel Ltd and is protected by UK and international intellectual property law. You may not reproduce or use any part without our prior written consent.

We may update these terms from time to time. We will notify you of material changes by email if you have a booking on record. Continued use of the Service after changes take effect constitutes acceptance of the updated terms.

These terms are governed by the law of England and Wales. Any disputes arising in connection with the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer, you may also benefit from any mandatory consumer protection provisions of the law of the country in which you are resident.

Questions about these terms? Please email us at hello@parchel.com.