DPD standard terms and conditions of delivery services (consumers)
1. Who we are and these Terms
1.1. You can find further information about DPD, a division of DPDgroup UK Limited, (DPD, we, or us) and our services at our website.
1.2. DPD is responsible for providing the Delivery Services (as defined in paragraph 2.1) to you, even if you purchased the Delivery Services at the premises or branch of our Partner (as defined in paragraph 2.1). References to DPD (or “we” or “us”) in these Terms includes a reference to DPD acting through its Partners (if relevant to the context in which you are purchasing the Delivery Services).
1.3. These Terms set out the terms and conditions on which DPD will provide the Delivery Services to you, acting as a consumer (ie, in your personal capacity), in respect of your Parcel. Please note that if you ask us to perform Delivery Services in respect of multiple Parcels, each Parcel will be subject to a separate contract between us (with each contract being based on these Terms).
1.4. Please read these Terms carefully, they may have changed since you last reviewed them.
2. Important definitions
2.1. When the following words or expressions of capitalised in these Terms, they have the following meanings:
Delivery Address means the address you wish us to deliver your Parcel to, being the address you give us, or our Partner acting on our behalf, when purchasing the Delivery Services;
Delivery Services means any of our delivery services available for purchase by consumers (ie, individuals acting in their personal capacity) from time to time;
Duties and Taxes means any applicable duties and taxes payable to customs authorities or similar in the case of Delivery Services provided internationally;
Extended Cover means our extended cover product, set out in more detail in paragraph 9;
Goods means the goods, property or items contained in your Parcel;
Loss or Damage means any physical loss of, or physical damage to, your Parcel;
Maximum Measurements means the maximum weight and measurements of your Parcel, being 20 kilograms and the two longest sides of your Parcel collectively measuring at or below 1.2 metres (in both cases including packaging);
Neighbour means a neighbour in close proximity to the Delivery Address, including any neighbour identified by the Recipient as an alternative destination for delivery of the Parcel;
Parcel means the parcel or package which contains the Goods and in respect of which you require Delivery Services (a reference to “Parcel” in these Terms shall include all or any of the “Goods” contained in it unless specifically stated otherwise);
Partner means a third-party acting on our behalf in connection with the Delivery Services, including a third-party from whom you may have purchased the Delivery Services;
Pick-up Location means a third-party location, such as a local shop or parcel locker facility, which is close to the Delivery Address.
Price means the price payable by you for the Delivery Services, inclusive of value added tax;
Prohibited Goods means any goods, materials or items contained on the prohibited goods list provided to you by us or our Partner prior to the point of purchase of the Delivery Services and which can also be found at the end of these Terms;
Recipient means the individual(s) or entity to whom you require us to deliver your Parcel;
Required Information means the information we require in order to properly carry out the Delivery Services, including, for example, the Sender’s Address, the full address and postcode (or equivalent) of the Delivery Address, and any information or documentation (including signed customs declarations) likely to be required by HM Revenue and Customs and any other relevant customs authority in the case of international Delivery Services;
Safe Place means a place which the Recipient has told us is a safe place to deliver your Parcel to, or which our driver has determined (in their discretion) is a safe place for delivery;
Sender’s Address means the address you provided to us, or our Partner acting on our behalf, as the sender’s or shipper’s address at the point at which you purchased the Delivery Services;
Terms means these terms and conditions.
3. Conditions of providing the Delivery Services
3.1. We, or our Partner acting on our behalf, reserve the right to refuse your request to provide the Delivery Services in respect of your Parcel, including if: (a) your Parcel contains any Prohibited Goods; (b) your Parcel exceeds the Maximum Measurements; (c) you fail to provide the requested Required Information or otherwise provide us with inaccurate or incomplete information when purchasing the Delivery Services.
4. Your obligations
4.1. In purchasing the Delivery Services, you make a promise to us that:
(a) you are acting as a consumer when purchasing the Delivery Services (ie, you’re not purchasing the Delivery Services for the purposes of your trade, business, craft or profession);
(b) you own the Goods or are otherwise authorised by the owner to purchase the Delivery Services in connection with the Parcel;
(c) the Goods have been properly packaged;
(d) your Parcel does not exceed the Maximum Measurements in any way;
(e) you have, on request, provided us with the Required Information;
(f) you have the right to provide us with the Required Information and that the Required Information provided is complete and accurate;
(g) the Goods are not, and do not contain, any Prohibited Goods;
(h) the Recipient shall pay any Duties and Taxes;
(i) the Goods, and the transport of them, does not breach any laws having regard to the Recipient and the Delivery Address; and
(j) neither you nor the Recipient appear on any sanctions list maintained by the United Nations or any other country or inter-governmental organisation.
4.2. If any of the promises or assurances provided above become untrue, or if you have reason to believe they may be untrue, you must let us know immediately by contacting our Customer Service Team via any of the methods set out in paragraph 14 of these Terms.
4.3. You authorise us, and our Partners and representatives, to complete on your behalf any documentation required for the purposes of customs clearance and/or the payment of Duties and Taxes, whether in the United Kingdom or in any other country.
5. DPD’s obligations Delivery
5.1. Provided we comply with our obligations to you in these Terms, we may carry your Parcel to the Delivery Address by any route and by any means of transport we deem appropriate.
5.2. If you have purchased Delivery Services, we will try our best to deliver your Parcel to:
(a) the Delivery Address;
(b) a Neighbour;
(c) a Safe Place; or
(d) a Pick-up Location, within any estimated delivery window we may provide to you, but it may be that delivery takes a little longer. Our responsibility for your Parcel 5.3. We become responsible for your Parcel at the point you pay for the Delivery Services and place your Parcel in our possession, or in the possession of our Partner.
5.4. Our responsibility for your Parcel ends when:
(a) your Parcel is delivered to the Delivery Address;
(b) your Parcel is delivered to a Neighbour's address;
(c) your Parcel is left in a Safe Place; or
(d) your Parcel is delivered to an alternative destination which you or the Recipient has told us is an acceptable alternative to the Delivery Address (this may include, for example, a concierge or receptionist) that’s not a depot or Pick-up Location (as defined in paragraph 5.5 below).
5.5. If your Parcel is not delivered as set out in paragraph 5.4 above, our responsibility for that Parcel ends when:
(a) the Recipient, or a person authorised by the Recipient, collects your Parcel from a Pick-up Location; or (b) your Parcel is returned to the Sender’s Address.
5.6. At the point where we are no longer responsible for your Parcel in accordance with these Terms, your Parcel becomes your responsibility and is at your risk.
If we can’t deliver and the Recipient doesn’t collect
5.7. If for any reason (other than as set out in paragraph 5.8 below) we cannot deliver your Parcel in accordance with paragraph 5.4, or your Parcel is not collected in accordance with paragraph 5.5(a), we may try to contact you and request a new address for delivery. If your Parcel has been delivered to a Pick-Up Location, your Parcel will be held therefore a minimum of two days.
5.8. If we cannot deliver your Parcel because of the Recipient’s failure to pay any Duties and Taxes or because we have incomplete or inaccurate Required Information, we will try to contact you and/or the Recipient to arrange for the payment of such Duties and Taxes and/or the provision of Required Information (as required) to enable the delivery of your Parcel. Payment of Duties and Taxes and provision of complete and accurate Required Information must be made within 24 hours of request.
5.9. If your Parcel is not collected within the timeframe mentioned in paragraph 5.7, or if Duties and Taxes are not paid, or Required Information is not provided within the timeframe mentioned in paragraph 5.8, then we will return your Parcel to the Sender’s Address and you will not be entitled to a refund of the Price. If return to the Sender’s Address is not possible then paragraph 12 of these Terms shall apply.
6. Proof of delivery
6.1. Proper delivery of your Parcel can be evidenced:
(a) by a photograph, PIN code, or electronic record (also known as a scan record) of your Parcel at a delivery location set out in paragraph 5.4;
(b) by the signature of the Recipient or another person (for example a concierge, receptionist, resident or family member) at the Delivery Address, or by the signature of a Neighbour; and
(c) in the case of collection by the Recipient or a person authorised by the Recipient from a Pick-up Location, by signature, PIN code, electronic record or other technological means of evidencing such collection.
6.2. The methods of evidence set out in paragraph 6.1 shall act as proof that your Parcel is no longer our responsibility in accordance with paragraphs 5.4 or 5.5.
7. Payment
7.1. The Price will be made known to you at the point of purchase of the Delivery Services. The Price is inclusive of VAT.
7.2. You must pay the Price in full prior to the commencement of us taking responsibility for your Parcel and providing the Delivery Services.
7.3. We (or our Partner on our behalf) accept payment of the Price in British pounds sterling only via the payment methods communicated to you at the point of purchase of the Delivery Services.
7.4. The Recipient shall be responsible for paying any applicable Duties and Taxes payable in respect of international delivery of your Parcel via the payment method communicated to the Recipient by us or our Partner. If for any reason we incur any Duties or Taxes in connection with the Parcel then you shall reimburse us for the full amount within 14 days of us asking you to do so.
7.5. Any refund we owe you in accordance with these Terms shall be made as soon as is reasonably practicable and in any event within 14 days of your request. All refunds shall be made via bank transfer to the bank account nominated by you when making your request.
8. Our liability to you
Our liability to you for Loss or Damage to the Parcel
8.1. Subject to the remainder of this paragraph 8, unless you have purchased Extended Cover our maximum liability to you in connection with any Loss or Damage, or any other matter connected to the Delivery Services (excluding delay), shall be limited to £50 per Parcel.
8.2. Our maximum liability to you in connection with any Loss or Damage, or any other matter connected to the Delivery Services (excluding delay) may be greater than £50 per Parcel if you have purchased Extended Cover in which case our maximum liability to you for Loss or Damage shall be limited as set out in paragraph 9 below.
Our liability to you for delay in performing the Delivery Services
8.3. Subject to the remainder of this paragraph 8, our maximum liability to you in connection with any delay in our performance of the Delivery Services in respect of a Parcel shall be limited to the Price paid by you to us for the Delivery Services associated with that Parcel.
Our liability to you (international delivery)
8.4. Nothing in these Terms shall deprive you of any mandatory rights from which you benefit, by virtue of the application of any international carriage of goods conventions, including without limitation (in each case to the extent they apply to the Delivery Services):
(a) in the case of international carriage by road, the Convention on the Contract for International Carriage of Goods by Road;
(b) in the case of carriage by air, the Warsaw Convention or the Montreal Convention.
Circumstances in which we will not be liable to you
8.5. We will not be liable to you in connection with any Loss or Damage or delay or any other matter connected to the Delivery Services to the extent such Loss or Damage or delay or any other loss or damage suffered by you was caused by:
(a) your breach of these Terms;
(b) your failure to provide us, or our Partner, with complete and accurate Required Information when requested;
(c) your failure to comply with the law;
(d) any defect in the Goods, whether latent or otherwise;
(e) natural deterioration of the Goods;
(f) seizure under legal process, including acts or omissions of customs authorities, governmental bodies, or other regulatory agencies, and any observation by us of rules and regulations and decisions and orders by customs authorities, governmental bodies, and regulatory agencies;
(g) in the case of delay, any acts or omissions of the Recipient, a Neighbour, or another third party acting on behalf of the Recipient (for example, a concierge or receptionist) which render delivery of your Parcel impractical or unsafe;
(h) an event outside of our control, as long as we have taken the steps set out in paragraph 13.
8.6. We will not be liable to you in connection with any Loss or Damage or delay or any other matter connected to the Delivery Services if:
(a) such losses relate to or are in any way connected with Prohibited Goods, unless we have failed to take reasonable care in the circumstances;
(b) in the case of Loss or Damage, such Loss or Damage occurs when your Parcel is no longer our responsibility in accordance with these Terms, as evidenced by paragraph 6;
(c) it was not obvious that you would incur those losses and nothing you said to us before we agreed to provide you with the Delivery Services meant we should have expected it; or
(d) such losses are business losses - for example if you, contrary to these Terms, are using the Delivery Services for the purposes of your trade, business, craft or profession.
8.7. Nothing in these Terms shall limit or exclude our liability for:
(a) death or personal injury caused by our negligence; or
(b) our fraud or fraudulent misrepresentation.
9. Extended Cover
9.1. You will have the option to purchase our product known as ‘extended cover’ in respect of each Parcel (Extended Cover).
9.2. If you purchase Extended Cover in respect of a Parcel, then our maximum liability to you in connection with any Loss or Damage, or any other matter connected to the Delivery Services performed in respect of that Parcel (excluding delay), is limited to: (a) £50; plus (b) £1 for every £0.05 paid by you to purchase Extended Cover for that Parcel.
9.3. For example, if you purchase £2.50 of Extended Cover for a Parcel, our maximum liability to you in respect of that Parcel (excluding delay) would be £100 (ie, £50 plus £50 Extended Cover).
9.4. The maximum amount of Extended Cover you can purchase in respect of your Parcel is £950. This means that if you have purchased the maximum Extended Cover for your Parcel (ie, at a cost of £50), our maximum liability to you in respect of your Parcel (excluding delay) will be £1,000 (ie, £50 plus £950 Extended Cover).
9.5. Please be aware that even if you have purchased Extended Cover, we will not be liable to you in the circumstances described in paragraphs 8.5 to 8.6 above.
10. Claims for compensation
10.1. If you think we owe you compensation in accordance with these Terms, please let us know using the methods set out in paragraph 14 and:
(a) provide any evidence we reasonably request to support your claim. Such evidence may include your proof of purchase of the relevant Delivery Services and photographic evidence;
(b) in the case of claims relating to damage to your Parcel where the Delivery Address is in the UK, hold the relevant Parcel at the Delivery Address and allow us to inspect them at the Delivery Address if we so request;
(c) in the case of claims relating to loss of your Parcel, complete a “denial of receipt” letter if we so request. 10.2. If you don't comply with any of the actions referred to in paragraph 10.1 above, it could affect our ability to assess your claim for compensation.
11. Cancellation
11.1. We reserve the right to cancel the Delivery Services in part or in full if you commit a breach of any of the assurances provided in paragraph 4.1. In such circumstances, you will not be entitled to a refund of the Price.
11.2. If we cancel the Delivery Services: (a) we will contact you in writing to let you know, if permitted; and (b) we will return your Parcel to the Sender’s Address within four weeks unless we are: (i) prohibited from doing so by law; (ii) required to hand your Parcel over to customs authorities, governmental bodies, or other regulatory agencies; or (iii) your Parcel contains Goods that are dangerous or hazardous to health, or which we otherwise reasonably deem to be unfit for transportation.
11.3. You may cancel the Delivery Services by contacting our Customer Service Team via any of the methods set out in paragraph 14 of these Terms if we have committed a serious breach of these Terms. If we have committed a serious breach of these Terms, we will issue you with a refund of the Price and you may be entitled to compensation.
12. Disposal of Parcels
12.1. If it is not possible to return your Parcel to the Sender’s Address in circumstances where we have a right to do so in accordance with these Terms, then we will make reasonable efforts to get in touch with you to arrange return to you, or to let you know from where you can collect the relevant Parcel. In these circumstances we will hold your Parcel for four weeks from the date at which we acquired the right to return to the Sender’s Address, or such longer holding period as we may communicate to you, and if your Parcel remains unreturned/uncollected after this holding period then we are no longer responsible for your Parcel and we may dispose of your Parcel and/or the Goods contained in your Parcel as we see fit. If your Parcel is returned to, or collected by, you or someone else on your behalf before the expiry of the relevant holding period, then our responsibility for your Parcel ends upon such return/collection.
12.2. We will not attempt to return to the Sender’s Address, and the holding period referenced in paragraph 12.1 above will not apply, if we are required to dispose of or hand your Parcel over to a third party for inspection and/or disposal because: (a) we are required to do so by law; (b) we are required to do so by customs authorities, governmental bodies, or other regulatory agencies; or (c) your Parcel contains Goods that are dangerous or hazardous to health, or which we otherwise reasonably deem to be unfit for transportation.
12.3. You will not be entitled to a refund of the Price in connection with us exercising our rights in this paragraph 12. 13. Events outside of our control If something has happened which is outside of our control and affects the Delivery Services and/or your Parcel, we will contact you as soon as possible to let you know, and do what we can to reduce the impact. As long as we do this, we won’t compensate you, but if the impact of the event is substantial, you can contact our Customer Service Team via any of the methods set out in paragraph 14 of these Terms to cancel the affected Delivery Services and receive a refund of the Price (in such circumstances we will return your Parcel to the Sender’s Address as soon as practicable).
14. Contacting us
14.1. If you need to get in touch with us in connection with these Terms or the Delivery Services, please contact our Customer Service Team via:
(a) telephone on 0121 275 0500 (Mon-Fri 08:00 – 18:30, Sat 08:00 – 16:00, Sun 09:00 – 15:00);
(b) letter to Head of Customer Service, DPD UK, Roebuck Lane, Smethwick, B66 1BY; or
(c) any of the other methods set out on our Contact DPD webpage.
15. We use your personal data as set out in our privacy notice
How we use any personal data you give us is set out in our privacy notice, which can be found on our DPD UK Privacy Notice webpage.
16. Resolving disputes with us
16.1. If you are unhappy with the Delivery Services or these Terms, you can:
(a) make a complaint by following our Complaints Policy. Our Customer Service team will do their best to resolve any problems you have with us or our services, or;
(b) make a claim in court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
17. Other important terms apply to our contract
17.1. We may subcontract certain of our obligations under these Terms to one or more of our Partners. If we do this, we shall remain responsible to you for complying with these Terms.
17.2. Nobody else has any rights under these Terms. The contract for the Delivery Services is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else for permission to end it or change it.
17.3. If a court invalidates some of the contract for Delivery Services, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
17.4. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
Prohibited Goods
- Dangerous Goods
- Hazardous goods
- Flammable goods
- Firearms (including imitation firearms or firearm components)
- Bladed products or articles
- Cannabidiol products Tobacco products, or any products containing nicotine
- Alcohol including wines, beers and spirits
- Perishable food (non-ambient foods such as fresh fruit, vegetables and frozen or chilled foodstuffs, frozen water and dry ice)
- Pharmaceutical products
- Batteries
- Biological substances
- Paints, wood varnishes and enamels
- Glass or any articles (or part of them) that are made of glass, porcelain, earthenware or other similar materials
- Jewellery (including watches) with a value of over £250 Liquids over 100ml
- Cash or documents which can be exchanged for cash or goods or services (for example cheques, credit/debit cards, vouchers with a face value, event tickets)
- Living or dead animals, fish or birds, or any living organism of any type (including trees, plants, or cut flowers)
- Human or animal remains (including ashes)
- Any goods prohibited by the law or regulation of any government or public or local authority of any country where the goods are carried or goods that are destined for any country, company, organisation or individual that is subject to any applicable national or international export or import control or regulation;
- Any goods which are destined to a PO box or BFPO address;
- Any goods which require a licence or permit in order to transport or store the Consignment and/or which are subject to import, export, or transportation restrictions (including Dual-use Goods) impos