Why was I charged a weight or dimensions surcharge?

Once the courier collects your parcel, they weigh and measure it at the depot. If it comes out heavier or larger than what you entered when booking, they charge for the difference, and you can see both the declared and the measured figures on your order.

The price runs on chargeable weight, whichever is greater between the actual weight and the volumetric (dimensional) weight, so the way to avoid a surcharge is to weigh and measure the parcel with its packaging before you book. There's a full breakdown on our volumetric weight calculator.

If you think a charge is wrong, send us your order number with the parcel's real weight and dimensions and we'll look into it.