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Frequently Asked Questions
Recent changes
What’s changed about your service?
What is your new address?
What is the maximum size you can ship?
What do I need to do?
What if I send my package to the wrong address?
What if my item arrives at ship2me but it exceeds the maximum size and weight you can ship?
Account and orders
Do I have to register online to use ship2me?
What happens if my order is split in to multiple deliveries by the retailer?
What if I don’t know the size of my package?
Delivery
Do you deliver to all Channel Islands?
What address do I use when ordering with a retailer?
I live in Sark/Alderney/Herm, how do I receive my item(s)?
What time do you deliver?
When can you receive deliveries at your UK warehouse?
How long will the delivery take?
Can you deliver large items straight into my home?
Can I order goods from outside the UK?
Can I have anything delivered?
What if my delivery requires a One-Time Passcode (OTP) or delivery pin?
Cancellation and claims
Can I cancel an order?
What about any right to cancel under the distance selling laws?
What happens if my goods arrive damaged at your warehouse?
What happens if my items arrive to my address damaged?
How do I make a claim against items which have been lost or damaged?
Customs and duties
Do I have to pay VAT on goods purchased online or on the UK mainland?
Do I have to pay GST on goods I have delivered by ship2me?
Payment and costs
How much does it cost to use ship2me?
How do I pay?
What if I ordered the wrong size?
Prohibited and restricted goods
Are there any additional costs for shipping Li-Ion/Lithium batteries?
Which goods are prohibited?
If I'm ordering alcohol through ship2me, when/how do I arrange for payment of duties?
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