FAQs

Yes. We offer scheduled collections and you have the ability to select a day that suits your schedule. For urgent shipments, we can usually collect your pallet the next-working day (depending on the time you place your order).

Yes. We offer a variety of service levels including: 

• Next-day delivery 
• Economy (2–3 day) service 
• Timed deliveries (e.g. by 10:00 AM or by midday) 
• Saturday deliveries (available in select areas) 

Yes! We can deliver pallets to residential addresses as long as there’s a safe, level surface suitable for our pump trucks. Our deliveries are kerbside only, which means we cannot unload the pallet or move items inside your property.
To help your delivery go smoothly, please ensure there’s enough space for our trucks to access the area safely and that any obstacles (like steps or uneven ground) are avoided. If you have any concerns or your property has limited access, it’s always a good idea to contact us first.

Simply click “Track My Pallet” above and enter your tracking number. You will be able to see live tracking information throughout the delivery.

We have a comprehensive range of measures in place for all consignments, which include vehicle scanning, sniffer dogs and vehicle checks amongst others. 

We work closely with all of the relevant authorities, to ensure that all laws are upheld and that complete security is maintained for our network members and customers alike. 

Palletways is committed to the highest possible standards in our drive to eradicate smuggling of any sort. 

We offer both Premium and Economy services. The exact time it takes to deliver will depend on how far it has to travel, but generally Premium deliveries occur the next working day after collection and Economy deliveries take 2-3 days. You will see indicative delivery times when making your booking.

At the time of delivery, the goods should be inspected and any damage reported to the delivery driver at the time of delivery. If you sign for a pallet, but don’t report damage upon delivery, it is assumed you are signing for receipt of the palletised goods in good condition. 

In the unlikely event of damage, the recipient should write “DAMAGE” next to your signature if the goods cannot be refused. You should contact us immediately to report the damage and our customer services team will commence an investigation and assist you in processing an insurance claim. 

Any damage must be reported at the time of delivery, otherwise it is assumed the shipment was signed for in good condition. For more information, or to make a claim, chat to one of our advisors. 

Once your goods are packaged correctly and loaded onto a pallet (click here to see Pallet Preparation information) you can book a collection and delivery here. We collect from any postcode in the United Kingdom and deliver to 20 countries within Europe. Bulk orders should be arranged via our customer services team. 

Standard operating hours for collections are 9AM to 6PM and deliveries are between 9AM and 9PM Monday to Friday. If you wish to book a delivery on the weekend, we offer Saturday deliveries for an additional cost.

The standard collection and delivery window is between 9AM and 5:30PM Monday to Friday (excluding Bank Holidays). You are able to request an ‘AM Delivery’ or ‘Saturday delivery’, which will upgrade the delivery to a pre noon delivery. It is not possible to request a set time for a collection. If you wish to book a delivery between the hours of 5PM and 9PM, please contact our customer services team.

The Palletways network operates on Monday to Friday. We do make deliveries for consignments booked via our online service on a Saturday for an additional cost. We do not normally make deliveries on Sundays or Bank Holidays, but please contact us if you have a special request after you make your booking and we will do our best to accommodate this.

Unfortunately not. On rare occasions things can happen that are out of our control which may cause delays. As mentioned above, we cannot be held liable for consequential losses or costs which may occur as a result of any loss or damage of your delivery. 

For more information please see the full Terms and conditions 

As the pallet will be moved by a manually operated forklift truck, we cannot collect or deliver pallets on gravel drives, steep hills or to locations that are not at ground level. For more information please contact us. 

Pallet deliveries are made to a kerbside location. 

We can only collect from or deliver to ground level locations. 

Pallet can be collected and delivered on solid surfaces that facilitate pump truck operation. 

Two man installed delivery service not available on standard delivery. 

Driver will not enter your premises to collect or deliver your pallet. 

We cannot collect or deliver pallets on steep inclines. 

We cannot collect or deliver pallets on gravel drives. 

Please specify if you require a tail lift for collection or delivery. 

Pallet deliveries are made to a kerbside location. If there is an accessible delivery point that can be safely accessed by the delivery driver using a pump truck then, at the delivery driver’s absolute discretion, the pallet may be left there. 

Unlike parcels, palletised goods are by their nature larger items that cannot easily be moved. This is not a two-man delivery service and the delivery driver has to operate within health and safety guidelines. They are under no obligation to enter the delivery premises in order to deliver the goods to a location that the recipient may feel is more suitable. 

As the pallet will be moved by a manually operated fork truck, we cannot collect or deliver pallets on gravel drives, steep hills or to locations not at ground level. 

You should ensure that the named contact is available at the delivery point to meet the driver. 

We can only collect from or deliver to ground level locations. 

Two man installed delivery service not available on standard delivery. 

We cannot collect or deliver pallets on steep inclines. 

We cannot collect or deliver pallets on gravel drives. 

Unfortunately not. Pallets can only be transported across good, solid surfaces such as concrete or tarmac due to the restrictions on operating pump trucks. We will not be able to collect / deliver a pallet over uneven or loose surfaces e.g. gravel driveways. 

Pallet can be collected and delivered on solid surfaces that facilitate pump truck operation. 

We cannot collect or deliver pallets on gravel drives. 

Yes we can deliver to 24 European countries. If you have any difficulty please contact our Customer Services team for assistance.

We process payments using Stripe, which accepts most major credit and debit cards.

Palletways provides levels of insurance which vary depending on where the order is placed. 

If you are ordering from within the UK: 

Whilst the goods are on the pallet and in transit with Palletways Online the delivery will be insured in accordance with our terms and conditions of carriage. The limit of liability is restricted to a maximum of £5.00 per kilo. 

Goods delivered to Victoria Plumbing are not covered for damage and loss. In the event of any damage, it is crucial to sign the delivery receipt accordingly. However, it’s worth noting that large businesses like Victoria Plumbing typically receive goods in bulk, and as a standard practice, all deliveries are signed as clean. Unfortunately, this makes it challenging to determine if any damage occurred during transit. 

If you are ordering from any of our other European collection countries: 

Palletways will provide liability insurance for your delivery for the cost price of the goods on your pallet up to a maximum of 1,00 € per kg. If your pallet weighs 1,000 kg, but the cost price is only 500,00 € then 500,00 € will be the claim. Pallet deliveries are subject to local terms of carriage. 

We only offer for claims against partial loss, whole consignment loss and damage.

If you would like more information against damage, partial loss or whole loss, please review our other FAQs covering these topics.

Unfortunately, in transport things can happen which are out of our control which means collections and deliveries are not always guaranteed. Therefore, we do not cover for any consequential loss. Please see our Terms and Conditions for further information.

We highly recommend our customers to advise their recipients to check and inspect their goods upon delivery for any missing items. 

If the consignment is missing goods then please ensure the proof of delivery documentation is signed as ‘missing items’, otherwise the consignment will be considered as delivered in good condition.  

You must submit a written confirmation to claims@palletwaysonline.com within 7 working days from the delivery date accompanied with the following documents and information: 

• Proof of cost price (invoice showing the price the items were purchased/manufactured for) 
• Proof of purchase price (Invoice showing the price the items were sold for) 
• Proof of weight (i.e. manufacturer description) 
• Description of item and which items are lost. 
• Any further information that you can provide 
• Order number 

Once received, we will register a claim and insurers will be in touch with any further updates. 

Please be aware, that all process must be complete before a claim can be finalised, this includes but limited to, depot searches, salvage operations and repair costs. 

If the proof of delivery is signed with no mention of missing goods then the claim may be rejected by the insurer. Therefore we are unable to offer any forms of compensation.  

If the claim is submitted outside the time frame mentioned above, the claim will be rejected by the insurer. Therefore we are unable to offer any forms of compensation.  

In the rare event your whole consignment is missing, you must submit a written confirmation to claims@palletwaysonline.com within 14 working days after the initial delivery date booked, accompanied with the following documents and information: 

• Proof of cost price (invoice showing the price the items were purchased/manufactured for) 
• Proof of purchase price (Invoice showing the price the items were sold for) 
• Proof of weight (i.e. manufacturer description) 
• Description of item 
• Any further information that you can provide 
• Order number 

Once received, we will register a claim and insurers will be in touch with any further updates. 

Please be aware, that all process must be complete before a claim can be finalised, this includes but limited to, depot searches, salvage operations and repair costs. 

If the claim is submitted outside the time frame mentioned above, the claim will be rejected by the insurer. Therefore, we are unable to offer any forms of compensation.