Smart Send Service T&Cs

The Company is not responsible for any lost or damaged Parcels, or non- or mis-delivery, if it is proven that the loss, damage, non-delivery or mis-delivery was your fault, or caused by your negligence.

From 3rd April 2023, the Company will only be liable for up to £150 for non- or mis-delivery if it is proven that this was caused by negligence on behalf of the company, as determined by the Company at its sole discretion. This applies to all orders placed from 3rd April 2023 onwards. For orders placed between 1st March 2023 and 2nd April 2023, the Company is only liable for up to £100. 

It is your responsibility to ensure that any Parcel you wish to send using the FREE Smart Send Service meets the weight and dimension conditions stated in the scope of service. The Company will accept absolutely no liability whatsoever for any loss or damage to an unsuitable Parcel that exceeds the stated limitations.

Without prejudice to the generality of the foregoing, the Company can under no circumstances whatsoever, accept any responsibility for any delay to Parcels not due to the negligence or default of the Company or its agents, which shall be determined by the Company at its sole discretion.

As the Company is unable to assess the cost to a Customer of the loss or damage a Parcel, in no case whatsoever shall any liability of the Company – however arising and notwithstanding any lack of explanation – exceed £100 (this applies to all orders placed from 1st March 2023 onwards).

If the goods in a Parcel have any extra intrinsic value to the Customer, or the Customer would suffer consequential losses should the goods in their parcel be lost or damaged, it is advised that the Customer insures against such risks and losses as the Company is not liable for any such loss or damage.

The Company is not liable for loss or damage to any part of any Parcel, or for the loss or non-delivery of any Parcel, or for damage, delay and detention of any part of any parcel (however caused), unless the Company is advised in writing that the loss, damage or mis-delivery occurred within 12 days of the date you had your Parcel accepted at a Post Office. This date will be printed on the Returns Receipt you were given when you sent your items using our FREE Smart Send Service; please remember it is your responsibility to obtain and retain this receipt. If you would like help with a lost Parcel, please contact [email protected].

The Company is not liable for any loss or damage to any part of any Parcel, or for the loss or non-delivery of any Parcel, or for any damage, delay and detention of any part of any parcel (however caused) if the parcel is not correctly labelled with a valid FREE Smart Send Service label.