Are there any items prohibited from being sent?

Generally, hazardous goods are prohibited. Limited quantities of specific UN-rated materials may be permitted; please contact us beforehand to consult with our carrier.

What if my pallet is larger or heavier than ordered?

By ordering, you accept liability for surcharges. Failure to disclose accurate dimensions or weight will incur additional fees, payable upon receipt of the invoice.

Do goods have to be on a pallet?

Yes, all shipments must be palletized. Ensuring the goods are safely secured for transit remains the customer's responsibility.

What does a 'book in' delivery mean?

The delivery depot will contact the recipient to confirm and schedule a delivery time prior to loading. Note that lack of contact may delay your shipment.

When will my order be collected or delivered?

Standard hours are Monday to Friday, 8:00 am to 5:30 pm. AM, timed, or Saturday slots are available for an additional fee.

Does someone need to be present for collection/delivery?

Yes. If no one is available to provide access, additional charges will apply.

Will the driver assist with offloading or indoor delivery?

Service is ground-floor, door-to-door only. Driver assistance with offloading or moving items into a property is strictly at their discretion.

Should I inspect my goods upon delivery?

Yes. If damage is visible, notify the driver immediately. Do not sign for items as 'received in good condition.' Document issues with photos and report them quickly.

Are collection/delivery times guaranteed?

No. Due to potential variables beyond our control, we cannot guarantee times or be held liable for consequential costs.

What happens if I miss a collection or delivery?

Each order includes one attempt. Missed attempts incur a recollection fee of £20+VAT or a redelivery fee of £25+VAT per pallet space.

FAQ for sending and delivery via Pallet : UK Pallets

Pallet Delivery FAQ: Everything You Need to Know

Whether you are a first-time sender or a regular business shipper, navigating the world of pallet logistics can raise plenty of questions. At UK Pallets, we believe in making palletised freight as straightforward as possible. This FAQ section is designed to guide you through the entire process—from choosing the right pallet size to preparing your goods for a safe journey through our network.

Sending goods via pallet is one of the most secure and cost-effective ways to move bulk items, machinery, or retail stock across the UK. However, successful delivery relies on correct preparation. Our experts have compiled these answers to help you avoid common pitfalls, such as surcharges for overhanging goods or failed collections due to restricted access.

Quick Guide to Pallet Shipping Success

Before diving into the detailed questions below, here are the four cornerstones of a perfect pallet shipment:

Know Your Dimensions: We offer various rates based on whether you are sending a Quarter, Half, or Full Pallet. Accurately measuring the height and weight (including the pallet base itself) ensures you get the best price and prevents delays.
Secure Your Load: Your pallet will be handled several times by forklifts and pallet trucks. Ensure your goods are "integrated" with the pallet using high-quality shrink wrap or heavy-duty banding. If it wobbles when pushed, it isn't ready for transit!
Check Vehicle Access: Our standard collection vehicles are 18-tonne rigids. If your premises are located on a narrow lane or have height restrictions, please let us know in advance so we can arrange a smaller 7.5-tonne vehicle if required.
Clear Documentation: Every pallet needs a clear delivery label. Our system makes this easy, but ensuring the label is attached to the side (not the top) of the pallet helps our scanners and drivers process your shipment faster.

Expert Support for Your Shipments

From tracking your delivery in real-time to understanding our Standard and Economy service levels, we aim to provide total transparency. We move thousands of pallets every week, and our network is built on the pillars of safety, speed, and professional handling. If your question isn't answered in the sections below, our dedicated customer service team is just a phone call away.

Explore our categories below to find detailed information on insurance, international shipping, and tail-lift requirements.

Are there any items that are prohibited from being sent?

Yes, please refer to our prohibited items page on our website for detailed information. As a general rule, hazardous goods are not accepted. However, some UN number materials in limited quantities may be allowed. Please contact us in advance so we can consult with the carrier. If in doubt, reach out to us for clarification.

What if the collected or delivered pallet is larger or heavier than what is ordered?

By submitting your order, you agree to our disclaimers, terms, and conditions, accepting liability for any further charges applied. Failure to disclose the correct pallet size will result in additional charges, payable upon receipt of the invoice.

Do the goods have to be on a pallet?

Yes, to use our services, goods must be transported on a pallet. It's the customer's responsibility to ensure safe securing for transit.

Can I prevent my pallet from being stacked?

Yes, to prevent stacking, create an uneven surface or use a pallet cap as a visible deterrent.

I have noticed that I have given or you have transferred some incorrect details.

Please contact us as soon as possible if you notice any incorrect details.

What does "book in" mean for a delivery?

The depot will call to confirm and discuss delivery timing with the recipient before loading the pallet. Please note that failure to make contact may delay the delivery.

When will my order be collected?

Collections are available Monday to Friday between 08:00 am to 17:30 pm, unless special arrangements have been made. No collections are scheduled for weekends,and timed or AM collections are unavailable.

When will my order be delivered?

Monday to Friday between 08:00 am to 17:30 pm unless alternative options such as AM, Timed, or Saturday deliveries have been selected and paid for.

Does anyone have to be present for collection or delivery?

Yes, someone must be present. If not, permission must be granted for collection or delivery. Failure to do so will result in additional charges.

Will the driver take the pallet into my property or help to offload?

The service is door-to-door on the ground floor. The driver is not obligated to assist with offloading or take the pallet into your property; it's at the driver's discretion.

Should I check my goods when delivered?

We recommend checking the goods upon delivery. If any damage is observed, notify the driver immediately and do not sign the proof of delivery as received in good condition. Take photos and report any damages as soon as possible.

Is my pallet "guaranteed" to be collected or delivered on time?

Unfortunately, no guarantees can be made due to factors beyond our control. Delays may occur due to various reasons, and we cannot be held liable for consequential losses or costs.

What if I miss my collection/delivery?

There is only one collection and delivery attempt included per order. If the goods are not ready for collection, or if delivery cannot be completed, additional charges will apply.

Recollection fee: £20 + VAT per Consignment
Redelivery fee: £25 + VAT per pallet space

Collections and deliveries are made between 8:00 am and 5:30 pm.

Can I track my pallet delivery or collection?

Once your order is processed you will receive an email with your tracking number. Please note that no tracking information will be displayed until the goods have been collected and have been labelled. Until this point, your order status will read ‘order processing’.