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Terms & Conditions

These Terms and Conditions are written in plain English and we think they are easy to understand. If you require any clarification, please contact us.
These Terms apply to the users of the website, peleka.com, (including third parties who places orders via the site), for services provided by the site, peleka.com, which is owned by Planet Couriers Ltd, Unit 2, Delta Centre, Mount Pleasant, Wembley, Middlesex. HA0 1UX.
1.0 Definitions 
1.1 Consignment – A package or a group of packages sent to one address. 
1.2 Consignee/Receiver – The person/company receiving the consignment. 
1.3 Shipping Label – The package documentation that contains all the necessary details of the package for the carrier. 
1.4 Third Party – When the order is placed with Peleka, the chosen service will be delivered by a carrier using Peleka’s Account. 
1.5 Working Day – In the UK, Monday to Friday between 0900 
– 1730 Hours, excluding bank and public holidays. The working hours of your destination country will be determined by the times the banks are open, excluding public holidays. 
1.6 Administration Charge - £10 + VAT. 
1.7 Prohibited Items - Items that cannot be sent using Peleka services e.g. Hazardous or dangerous goods.

1.8 Restricted Items - Items which are not recommended to be sent using Peleka services e.g. fragile items. See our list of Restricted Items.

1.9 Enhanced Cover - Insurance cover replacing the included cover which can be purchased at the time of booking.

1.10 Import Service - is where a consignment is collected outside the UK and delivered within the UK.

1.11 Guaranteed Delivery Service - where a service guarantees delivery of a consignment by a particular day and / or time, after collection.

1.12 Carrier - third party courier company carrying the consignment on Peleka’s Account.

1.13 Peleka - is the online trading name of Planet Couriers Ltd.

1.14 Customer - the party who pays for the service bought on peleka.com.


2.0 Our Services

2.1 Our website allows you to choose an appropriate parcel service provided by carriers with whom we hold accounts.

2.2 The contract of service is between you and Peleka. All queries regarding your order should be addressed to Peleka. The carrier will not deal with your query directly.

2.3 It is your responsibility to check that the data entered for your consignment during the order process is done correctly. This includes but not limited to the parcel weight, dimensions and contents.

2.4 You will have to read the Terms and Conditions of service when you order online. You should also read our FAQ and other related information available on our site.

2.5 You need to ensure that your goods are not on the List of Prohibited and Restricted Items. You cannot send goods that are on the List of Prohibited Items. There is no insurance liability if the goods you are sending are on the List of Restricted Items.


3.0 Booking Your Consignment

3.1 Peleka reserves the right to accept orders from customers. The contract between us is only formed when we accept your order and confirm this to you.

3.2 Orders can only be accepted from end users who are UK residents or from companies registered in the UK. For credit card and Paypal customers, your credit card must be registered in the UK.   Peleka use advanced payment systems for fraud detection.

3.3 Peleka arranges the collection and delivery service via a reputable third party carrier which you will have chosen when ordering the service. Should the service not be available after ordering, you will have the right to cancel and seek refund.

3.4 The collection will be made by the carrier according to your requested date of collection. You can cancel your order for a full refund until the collection is made by the carrier. After the collection, you cannot cancel your order. Collections are not guaranteed.


4.0 Transit Insurance & Liability

4.1 Transit insurance is the amount of money your consignment is covered upto in the event of loss or damage in transit. Transit time is from the time your consignment is collected by the carrier to the time it is delivered to the consignee.

4.2 The transit insurance depends on the service chosen. In general, your order has a cover of £50 included as standard. For goods on the list of prohibited and restricted items, please see Section 4.3 below.

4.3 There is no transit insurance for goods on the list of Prohibited Items. There is no transit insurance for damage for goods on the list of Restricted Items, but cover is available for loss for the goods on the list of Restricted items, subject to these terms.

See the sections below for further details on the goods on the list of Prohibited and Restricted items.


5.0 Payment

5.1 Payment can be made by a UK registered credit / debit card, Google Checkout or Paypal at the time of booking.

5.2 Payment can also be made by using a card if you have previously stored your card details with our payment processor securely through our site for regular transactions.

5.3 All prices will be quoted in Pound Sterling.

5.4 Any promotional discount codes must be entered at the time of ordering. No adjustments or discounts can be given after the order has been placed.


6.0 Charges and  Surcharges
6.1 In some cases, an order attracts a surcharge, which is a charge over and above the order cost which was quoted to you at the time of booking.

6.2 The surcharges will be payable by you, either by charging to the method used to make the initial order (if you have consented to this), or by contacting you directly to arrange payment.

6.3 The following is a non exhaustive list of surcharges:

6.3.1 Actual greater than declared - when actual weight / dimensions are greater than declared at the time of booking, then a surcharge will be payable for the difference between the quote at the time of booking and the actual cost of shipping. There will also be an admin charge of £10 + vat in addition to the surcharge when the actual is greater than declared.

6.3.2 Goods not ready for collection - when the driver arrives to collect the consignment after your chosen ‘ready by’ time and either you are not available or the consignment is not ready, then a surcharge of £10 + vat will be payable.

6.3.4 Redelivery - on some services there will be a surcharge if a redelivery is necessary because the receiver is unable to accept the delivery when required. Please check the service description before booking.

6.3.5 Consignee refused delivery - where a consignee has refused delivery, the consignment will be returned back to you and a charge will be payable.  

6.3.6 Remote Area charge - this charge will be added to your quote at the time of booking, if applicable. However, if you request a change of address whilst the consignment is in transit, then we will advise you of this charge if applicable to the new address.

6.3.7 Customs Duties and Taxes - generally these are payable by the consignee. But if the consignee refuses to pay, then the shipper is ultimately responsible.

6.3.8 Pallet surcharge - if you send a pallet on a non-pallet service, then a surcharge will be payable.

6.3.9 Missing Documents charge - if you do not attach to the parcels the required documents supplied by us, there will be a surcharge.

6.3.10 Reissue of Cheque - £12 charge for reissue of a cheque.


7.0 Collections

7.1 You must ensure that the consignment is suitably ready for collection before the driver arrives.

7.2 The address labels and commercial invoices (if required for customs purposes) as supplied by us at the time of ordering must be printed and attached to the packages.

A commercial invoice for customs purposes is required for all non-document consignments and document consignments over 2 kg outside European Union. You may download a template from our website if you did not complete this invoice when prompted at the time of ordering.

7.3 For air shipments, the packages must be kept open for the driver to inspect the goods before finally sealing them.

7.4 Peleka or our carriers have a right to refuse a consignment if in the opinion of the carrier they do not comply with the terms or for any other reason, for example (this list is not exhaustive), insufficient packaging, incorrect labelling, Prohibited Items or package dimensions exceeding the limitation of the carrier.

7.5 Collections are not guaranteed. The carrier will try to keep to the requested collection time. However, they can be anytime between 9am and 5.30pm.

7.6 Collections are made on working days.

7.7 Collections in the UK can be from business or home addresses. Imports from any other countries to the UK can only be from business addresses.

7.8 If in the rare event, a collection has not taken place on the requested day, please contact us asap to re-book the collection for the next working day.

7.9 You must package your shipment in a suitable double walled cardboard box with appropriate cushioning to protect the contents.

7.10 Packages must not be strapped or attached together. Such items will be treated as Prohibited Items.

7.11 It is the customer’s responsibility to ensure that all the details are correctly completed and attached to the appropriate packages. It is not the driver’s responsibility to check this information.

7.12 Upon collection of your consignment by the carrier, it is your responsibility to obtain a receipt for the collection. This proof of collection will be required in the event of a query regarding the consignment.


8.0 Delivery

8.1 Delivery dates and times of services are not guaranteed unless you have purchased a specific ‘Guaranteed Delivery Service’. A ‘Guaranteed Delivery Service’ offers money back guarantee if the carrier fails to attempt to deliver at the date and time specified. This is assuming that the delivery was not to a Remote Area as defined in Section 10, there was no delay by customs, customer did not supply incorrect delivery details and the recipient was able to take delivery.  

8.2 Deliveries are made on working days up to 5.30pm. ‘Next day deliveries’ are next working day deliveries. Saturday deliveries are not guaranteed and in the event of a failure, you will be entitled to refund of Saturday surcharge upon request. See the section on Late Delivery Claims for timescales.

8.3 The delivery timescale is determined from the time of collection.

8.4 Deliveries are made to street addresses and not to PO Box or BFPO addresses. No refunds will be given if your consignment is returned as a result of PO Box or BFPO address.

8.5  Deliveries can be made to the address on the consignment, front door, reception or goods in. The driver will not deliver to a specific department, office or such other internal address.

8.6 Deliveries may be made to a neighbouring address if the recipient is unavailable. Signature will be obtained.

8.7 Upto two delivery attempts will be made depending on the carrier after which the consignment will be returned to the shipper. You will not receive a refund, and you may also be charged for the return.

8.8 Driver Release Area - there are some areas where carriers classify an area as ‘Driver Release Area’. This is where the area is deemed safe where the driver is able to leave the goods out of sight and away from the weather. This area can be verified with our Customer Services before you send out your consignment.

8.9 For some countries we do not offer a door to door service. Please check the postcode before sending your consignment. Some areas in Ukraine, Uganda and Turkey are such examples where door to door service is not available. This list is not exhaustive.

8.10 Once a consignment is collected and is in transit it may not be stopped.


9.0 Track your Parcel

9.1 It is the customer’s responsibility to track your consignments and contact our Customer Services regarding status of any consignments or in the event of an issue arising.

9.2 The customer must follow up with our Customer Services before any consignments are returned back to you if it is undeliverable. The return constitutes completeness of our obligation and we will not be able to refund or re-ship it without further charges. Therefore it is advisable to contact us before its return.

9.3 Tracking a parcel is free on our website. Hard copy of proof of delivery - £5 +vat

9.4 Tracking is available upto 3 months from sending your consignment. After this period, the tracking information will not be available.


10.0 Remote Areas

10.1 Shipments to and from remote areas may be subject to delays. You can check with Customer Services to see if your shipment is affected.

10.2 The Timed services could be delivered later than scheduled. You can check with Customer Services to see if your shipment is affected.

10.3 Guaranteed services are not guaranteed to remote areas. It is customer’s responsibility to verify that your shipment is not being collected or delivered to a remote area.


11.0 Prohibited Items

11.1 Prohibited items must not be sent using our services. Your consignment will not covered for any transit insurance. So in the event of any delay, loss or damage, you will not be able to make a claim.

11.2 You could be committing a criminal offence if you ship certain Prohibited items.

11.3 It is the responsibility of the shipper to ensure that you are not shipping Prohibited items. We do not monitor or inspect your goods as we are operating an automated system of online parcel booking service. If we find your consignment contains a Prohibited item, then you will be notified in writing to collect the consignment from the carrier within 48 hours after which it will be destroyed. If it poses a Health & Safety risk, then the consignment will be destroyed immediately.

11.4 Do not re-use packaging which declares dangerous or hazardous goods on the outside. The carrier will treat it as such and the contents could be destroyed without any liability on the part of our carrier or Peleka.

11.5 If your consignment containing Prohibited items causes damage to consignments of other customers, you could end up liable to those customer for any loss suffered by those customers if it can be proven that the loss was directly attributable to your Probihited items.


12.0 Restricted Items

12.1 It is strongly recommended that you do not send Restricted Items using our service. Restricted items require appropriate and special handling in order to avoid damage. Our carriers are general goods carriers and are not geared up to carry Restricted items and thus you do so at your own risk. Any damage suffered in transit will not have any transit insurance.

12.2 It is deemed that you will have read the list of Restricted items before placing the order. It is up to the shipper to ship at your own risk if you are shipping Restricted item. We do not monitor or inspect your goods as we are operating an automated system of online parcel booking service.

12.3 In the event of a loss of the Restricted item whilst in transit, you will be entitled to make a claim subject to the provisions in Section 4 of these Terms.

12.4 In the event of damage to the Restricted item whilst in transit, your consignment will cease movement through the carrier network. It will be held for upto 48 hours in case you wish to collect the consignment after which it will be destroyed. Unless it is posing a Health & Safety risk, in which case it will be destroyed immediately. You will be notified accordingly.

12.5 Restricted items could be subject to non-collection, delay, return or confiscation by Customs. In these situations, if a Restricted item is collected by the carrier and then later returned, you will not be entitled to any refunds. Return charges may apply.

12.6 If your consignment containing Restricted items causes damage to consignments of other customers, you could end up liable to those customer for any loss suffered by those customers if it can be proven that the loss was directly attributable to your Restricted items.


13.0 Customs Clearance

13.1 By ordering parcel service on our website you are paying for the freight charges of your consignment only. Any costs associated with customs queries, delays or charges will have to be paid by the customer. We have no control over these costs. These additional costs will have to be paid by the receiver or in some cases customer or shipper (where different), subject to Customs approval, before delivery can take place. We reserve the right to charge these costs to the customer. In the event these costs are not paid and if the consignment is returned to the shipper, the return charges will have to be paid in addition. There will be no refund of the original freight charges.

In the event should a deadline be given for the goods to be destroyed following non payment, then no claims can be made for the loss of the consignment. Further costs of disposal may apply.

13.2 It is the responsibility of the customer to track all orders and contact Customer Service for assistance. If the consignment is held in Customs and it is returned back to you or abandoned and you have not contacted us, then you will not be entitled to a refund nor can a claim be made.

13.3 Consignment that exceeds the value of £4,699 may be delayed as they will require further documentation for clearance. Notice is drawn to the maximum additional insurance available via Peleka is £1000. It is advisable not to send consignments exceeding this value using our service.


14.0 Claims for Loss or Damage

14.1 Claim for loss or damage must be made asap and not exceeding 10 days from the date of loss or damage or actual delivery whichever is earlier.

14.2 If the goods arrive at the receiver’s address damaged, then the receiver should sign as ‘damaged’. If the receiver is unable to check the goods whilst the driver is delivering, then the receiver should sign as ‘unchecked’.

14.3 Proof of collection of the consignment and purchase invoice of the goods that are lost or damaged will be required.

14.4 The damaged item and packaging must be retained in the same state at the time of delivery because photos or inspection by the carrier may be necessary. It must be left at the same address where it was delivered.

14.5 If it is established that the item has been damaged in transit, at our discretion, we reserve the right to determine whether to get the item repaired or replaced. You may be required to get a written estimate from an expert for repair or certifying that the item cannot be repaired.

14.6 In the event of a successful claim approval and settlement, you will also be reimbursed for reasonable evaluation report and carrier costs relating to repair or replacement. The carrier service will be limited to the one used when the item was damaged. The value of the claim cannot exceed the purchase price of the item as evidenced by the purchase invoice (Section 14.3). The transit of the item for repair should take place using Peleka services arranged by us.

14.7 The claim for the lost item can only be processed upon conclusion by the carrier following their network wide search.

14.8 The settlement proceeds for the lost or damaged item will only be paid to the party who paid for the order.

14.9 We will also only deal with the party who paid for the order.


15.0 Claims for Late Delivery

15.1 Claims for money back guaranteed services should be made within 7 days of the date of delivery, subject to the exclusions in Section 15.2.

15.2 Exclusions:

15.2.1 If the collection or the delivery postcode is not in a Guaranteed area. (Check with Customer Services).

15.2.2 Acts of God

15.2.3 Consequences of war

15.2.4 Delay due to Customs clearance

15.2.5 Insufficient packaging

15.2.6 Item on Prohibited / Restricted Items

15.2.7 7 days after delivery have passed


16.0 Limitation of Liability

16.1 Our liability to you is subject to the exclusions listed in this section.  This means that, with certain exceptions, the maximum amount of a claim that you can make against Peleka will be limited in value.

16.2 Nothing in this section seeks to limit Peleka''s liability to you for claims relating to death or personal injury caused by Peleka''s negligence or for any other liability which cannot be excluded by law.

16.3 Peleka''s maximum liability to you is generally limited to the amount of transit insurance selected when an order was placed (including any Additional Insurance) plus the delivery charges paid with the order. For example, if a standard order has been placed and no Additional Insurance has been selected, then that order will have £50 of Transit Insurance included.  If the cost of the postage was £35, then Peleka''s maximum liability to you in relation to that Consignment will be limited to a total of £85 (being the £50 of Transit Cover plus the £35 cost of delivery).  In the same example, if Additional Insurance was selected up to a value of £200, then Peleka''s maximum liability would be £235 (being the value of the Additional Insurance plus the cost of delivery). However, Peleka''s general limits on liability are subject to the remaining restrictions described in this section 14.

16.4 Peleka''s liability under these terms of use is limited to the contracting party who placed the order and paid for it. Should the Sender have placed the order then we do not have a contract with the receiver (and vice versa) and cannot be contractually liable for any losses suffered by other parties than the party that placed the order and paid for it.

16.5 In any case, to the greatest extent that is permitted by law, Peleka hereby limits its liability to the direct losses suffered by you (save as expressly stated otherwise in these terms of use). Accordingly, we will not be liable for any claim for loss of profit, loss of use of an item, loss of revenue, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of, or in relation to, the service you ordered.

16.6 Peleka accepts no liability for loss or damage to Prohibited Items as these should not be sent using our services. For further information on limitations relating to Prohibited Items, see section 11.

16.7 Peleka will only accept liability for damage to Restricted Items where the goods have not been carried using reasonable skill and care. You are reminded that we recommend that you do not send these items using our services and that the carriers will assume that consignments do not include Restricted Items. For further information on limitations relating to Restricted Items, see section 12.
              
16.8 Peleka accepts no liability for loss/damage to an item if it has not been correctly packaged and/or labelled unless it can be shown that we have not acted with reasonable skill and care.


17.0 Severability

17.1 If any part of these terms and conditions are found to be unenforceable then the enforceability of any other parts of these terms will not be affected.


18.0 Governing Law

18.1 These terms and conditions and any contract between us shall be governed by in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.


19.0 Statutory Right

19.1 These terms and conditions are in addition to your statutory rights as a consumer. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this agreement.



Version 1.0 - Updated 26 Nov 2011
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Package content

You need to enter a short description of the goods you are sending.

Try to be descriptive, for example don't just enter 'Gift' or 'Personal Items' - try to include more details wherever possible.

Also, please remember to click on the Prohibited Items link to ensure we can safely carry your goods.

You must also enter the total value of the goods you re sending.This can be an approximation and does not need to be exact.