Terms & Conditions

Completion of the registration process on The Post Lady website through to payment, confirms that you have read and understood the following terms and conditions of use.

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the United Kingdom.

You can review the most current version of the Terms of Service at any time on this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service, constitutes acceptance of those changes.

To avoid any confusion, we have provided the following details for reference:

This website is operated by The Post Lady and hosted by Dexterous Designs Ltd. Throughout the site, the terms “we”, “us” and “our” refer to The Post Lady. The Post Lady offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. By visiting our site and/or registering you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content. 

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service. Any new features or tools which are added to the current format shall also be subject to the Terms of Service. 

Occasionally there may be information on our site, sent by email or in the Service that contains typographical errors, inaccuracies or omissions, that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

‘The Post Lady’ or ‘we’ or ‘us’ or ‘our’ means the Company or Sole Trader trading as The Post Lady.

‘Account Holder’ or ‘you’ or ‘your’ or ‘User’ means or refers to the individual registering an account with us and who agrees to be bound by the terms of this Agreement.

‘Service’ refers to what we do here for you here at The Post Lady. It refers to the address we provide for you and the management of mail through to the forwarding on of any post or packages. It also includes but is not limited to the provision of this website.

‘Term’ at The Post Lady is a 12 month period ending at 23:59 before the anniversary day of your registration.

Security when accessing our website

When registering, you will be required to select a password personal to you.

Please do not give this password to anyone else. We cannot be responsible or take any liability for any unauthorised access to your account.

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence. You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws). You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your Services.

We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us. The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

Identity and verification

Your account must be registered to a real person with a real means of identification. 

You are required to provide one of the following proofs of ID which shows you connected to the address you are registering:  a driving license or a national ID card or other government issued  ID. A utility, landline telephone or broadband bill, a bank, building society or credit card statement or a certificate of insurance or a pay slip which shows your address.  If none of these are available, a letter from an education facility or medical facility will also be accepted.

These can be submitted by taking a picture of the document or scanning and attaching them when prompted at the point of registration.

We cannot accept pictures of other items of mail delivered to you such as mail order packages or packages from Amazon.  Only the above official documents will be accepted.

The Account Holder is solely responsible for the use and conduct of the Account.

Under the Money Laundering regulations 2007 and other applicable Acts of Parliament we are required by law to verify the identity of the Account Holder.

For International Fraud Prevention Laws you are required to provide the following:

Your full name and your home address.  This address must be the location to which you reside and with which you are able to provide a document showing that you are associated with that address.  This may not be your current location.  Preferred shipping addresses can be added to your account after your account has been approved and activated.

Code of conduct

You may use your Post Lady address to purchase privately from your personal Social Media groups, including eBay or other websites and retailers, and for all correspondence if necessary for your own personal use or for the benefit of your very close friends and family.

You may not use your Post Lady account for the purposes of buying and selling for profit.  You may not use your Post Lady account to purchase for business purposes.  Business accounts are available on request for a very small monthly fee.

You must never try to add your Post Lady address as your home address or attempt to add yourself or others to the local Electoral Register at the address.  If it is discovered that this has happened, your account will be closed without warning and NO refund will be due.  Any property you have stored in your basket will be destroyed.

You are forbidden to use your Post Lady address to fraudulently apply for credit.

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments. We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene, or otherwise objectionable or violates any party’s intellectual property or these Terms of Service. You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive, or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party. 

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses. 

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free. We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable. You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you. You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement. In no case shall The Post Lady, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

Termination of your account

An Account will be closed, and this Agreement will be terminated if you fail to provide the required identification within 7 days of registration.

If you submit counterfeit documents for identity verification or we are advised of any crime or accusation by any of the Authorities, your account may also be closed without warning. 

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes. These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site. No refunds will be due for any unused term. If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision. These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service). Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party. 

The customer must…

Provide ID documents as requested within 7 days..

The customer must agree to pay any costs which become due.

The customer gives permission for The Post Lady to sign for items arriving at the facility, addressed to the customer.

The customer accepts that packages may be handed over to any authorities where The Post Lady has reason to suspect any illegal, dishonest or suspicious behaviour.

The Customer will guarantee against any liability, expense, loss, claim or proceedings incurred by The Post Lady arising from the use by the Customer of the Service except to the extent that the same is caused by the clear negligence of The Post Lady.

The Customer may check by accessing their account or by email whether they have received mail and must not rely on expecting an automatic notification of a parcel being uploaded.  Post is weighed as soon as it arrives at the facility and uploaded during the course of the day, during advertised office opening hours.

Your Post Lady address and receiving your mail

Following registration, we agree to provide you with a UK address and URN (Unique reference number) which we use to identify you.   

We agree to provide access to all registered couriers and mail carriers during office opening hours.  We cannot be responsible for times where carriers may not be able to gain access due to unforeseen circumstances.

Our office hours are 09:00 – 17:00 Monday to Friday and 09:00 – 12:00 on Saturdays.  We are closed on Sunday.

The office deals with deliveries, uploads to accounts, general admin duties, correspondence, communications and booking of shipments during office opening hours only.  This is not an exhaustive list.

Our warehouse hours are 10:00 – 16:00 Monday to Friday.  The warehouse is closed at the weekend.

Consolidations, contents checks, photographs and special requests are dealt with by the warehouse during warehouse opening hours only.  This is not an exhaustive list.

You are strongly advised to use your Unique Reference name on all parcels.  We will however, accept all mail addressed to any registered user and sign for anything which requires a signature.

We will not accept any parcels for recipients who are not registered users with The Post Lady. We do not accept any responsibility for any parcels received at the address for names which are other than your registered username.  This includes maiden names, pet names, spousal names, names of friends or family.  If you believe that a parcel may have been sent to you with a name other than that of which you have registered with The Post Lady, it is your responsibility to let us know immediately.  We will endeavour to help you track and locate this parcel, but we take no responsibility for packages which have been refused and returned to sender.

We retain the right to refuse any parcels which arrive at the facility without a username. We may return parcels to sender which are not adequately addressed. 

We retain the right to refuse parcels which arrive at the facility outside of office hours.

Please note that if a parcel or letter arrives at the facility with insufficient postage paid or customs fees to be paid, we will not be able to accept this until you have settled this debt direct with the carrier. In this event, we will email you a photograph of the front and back of the card left by the carrier. The card will explain how to pay and how to arrange delivery of your item.

We will also advise you if you have received letters from carriers requesting payment of customs charges, but we have no control of, or responsibility for these charges.

We will happily take parcels in of all shapes and sizes, but please remember that our weight limit for receipt of packages is 20kg and that you are personally responsible for the onward postage costs, which you can check before you have this sent to us, by clicking on the Posting Advice tab.

We will not accept parcels over 20kg. These will be refused, and you may not be notified.

We will not accept delivery of any item we believe to be in breach of our terms and conditions or can be found in the list of prohibited items on the Royal Mail website. Please see the postage advice tab for more information.

From time to time, packages are delivered which have unfortunately been subject to damage through the postal system. You will be notified if your parcel arrives in less than perfect condition.  We cannot take any responsibility for packages which arrive in this condition.  We understand that this may be distressing and will do all we can to help you with a claim.  Pictures of packages which arrive open or obviously damaged are provided free of charge.  

We do not provide internal pictures as part of our standard service where there is no obvious damage to packaging.  Please see the additional fees schedule for further info.

We are unable to take any responsibility for packages which we open for you at a later date, if they are subsequently found to be damaged or incomplete.  We will consider that these were damaged in transit.  We offer a paid for service to open and check the contents of any parcels and strongly recommend this service is used if you have any concerns about the condition of arriving packages.

All arriving parcels have tracking details which are uploaded to The Post Lady system.   If you are expecting a parcel which has not been uploaded to your account, please contact us with full tracking information so that we can help you locate the parcel.  If this has been received but incorrectly addressed, it may have been returned to sender.

Any items arriving for non-registered users with no return details, may be handed back to Royal Mail for their internal loss department to deal with.

Parcels which are delivered to The Post Lady address before or after office opening hours may be left in our secure drop location if specific permission has been given by the sender of that parcel.  We have close contact with all local delivery agents who have specific instructions for delivering out of hours where specific permission has been given.  However, we cannot be responsible for parcels which have been delivered outside of office opening hours.  Liability lies solely with the sender of the shipment, who has given specific permission for the parcel to be left unattended.

Sharing your Post Lady account

Whilst it is permitted for you to allow friends and family to use your Post Lady address, this is completely at your own discretion.  Please remember that all post and parcels must arrive in the name of the registered user.  Since this can cause confusion with personal sellers on eBay and Facebook buy and sell groups, sharing your account details with others is not recommended.   We cannot be held responsible for items which have arrived in the name of non-registered users and have been returned to sender or handed back to Royal Mail.  Any items arriving for non-registered users with no return details may be destroyed or handed back to Royal Mail for their internal loss department to deal with.

We recommend any friends and family set up their own personal Post Lady accounts.  Each Post Lady customer will then have their own log in, where they can keep track of deliveries which have arrived.  

We do however, permit consolidating of shipments with other Post Lady customers at the express permission of any participating customer.  This again is completely at the discretion of those participating customers.  1 customer must take responsibility for the payment of the shipment and receipt of the consolidated package.  By agreeing to this group consolidation the receiving customer takes all responsibility for the receiving shipment and onward distribution.  The Post Lady takes no responsibility for any loss or damage of items contained within a group consolidated package.  The consolidated package will contain check sheets and inventories for all participating customers.  Our obligation of service ends here.  The Post Lady takes no responsibility for the loss or damage for any items forwarded on by the recipient of the group consolidated package, to the onward recipients.   The Post Lady does not take any responsibility for any onward shipping costs.

Forwarding your mail

You can notify us that you are ready to have your stored items shipped, at any time of the day or night by logging in and selecting the ‘CHECK DELIVERIES’ button on your account. 

The Post Lady has a shipping estimation tool which is displayed at this stage.  This is just an estimation based on your selected bundles combined weights and dimensions.  The tool is a simple calculator and does not take into account acute consolidation which involves placing items inside a box for international travel, removal of outer packaging boxes for consolidation of multiple deliveries.  It does not take into account the fact that, we at The Post Lady, will do everything in our power to reduce your international shipping for you.  It therefore assumes that we will be placing large volume shipments inside 1 single box, which of course could be costly.

The tool is an estimation device and costs displayed at this stage are for estimated purposes only.  They do not and will not form part of your final quote which will be emailed to you between 1 hour and 36 hours, after your consolidation has been requested (during office and warehouse opening hours). 

You will receive an invoice for your chosen service asap which must be paid before dispatch. The customer undertakes to understand that we are located in the UK and therefore may not be able to respond immediately.

Our office hours are 09:00 – 17:00 Monday to Friday and 09:00 – 12:00 on Saturdays.  We are closed on Sunday.

The office deals with deliveries, uploads to accounts, general admin duties, correspondence, communications and booking of shipments during office opening hours only.  This is not an exhaustive list.

Our warehouse hours are 10:00 – 16:00 Monday to Friday.  The warehouse is closed at the weekend.

Consolidations, contents checks, photographs and special requests are dealt with by the warehouse during warehouse opening hours only.  This is not an exhaustive list.

We will contact you if you have chosen a service which is not suitable for the size of your consignment.

We reserve the right to decline a mail forwarding request if you have not verified your account by sending the ID required in the specified time.

It is not possible for your parcels/post to be collected from the facility by yourself or anyone else at the present time.  Our warehouse is held in a secure location away from the office address for the safety and security of the contents.  We do accept personal hand delivered items to the facility during office opening hours.  Outside office opening hours, visitors may use the secure white drop located outside the foyer at the customers own risk.  The property is protected by 24 hour CCTV.

You may book your own delivery and pay the courier directly. The Post Lady will only accept collections from the office during office opening hours.  The Post Lady is unable to take your parcel to a drop off location.  The Post Lady cannot be responsible for any mistakes made upon booking. The label for your parcel must be submitted to The Post Lady at least 24 hours before collection and you may not select a ‘drop off’ service. 

We require at least one forwarding address on your account which must be accurate at the time of selecting ‘REQUEST QUOTE’ as it is this information, we use to book your shipment.  We will charge a requote/reconsolidation fee for any occasion where the customer requests to change their address AFTER a quote has already been requested.

Forwarding addresses can be added once your registered address has been accepted and verified at registration.

You may change this address whenever you need to, free of charge by heading to your account and heading to your personal information.

Shipping Insurance Claims

When selecting your onward shipping, any inclusive insurance amounts will be given at the manual quote stage.  You are strongly advised to insure your shipment, if the value of your shipment is over this amount.

Inclusive amounts are insured by the carriers themselves.  Any additional insurance is taken out privately by The Post Lady.  

We reserve the right to refuse any insurance claims where proof of purchase or value cannot be provided.  We reserve the right to refuse any insurance claim where proof of condition prior to shipment cannot be verified.  For this reason, we recommend that contents checks are requested of any delicate and breakable items, prior to shipment as we are not able to know the condition of the items you have received before they were sent to The Post Lady or during transit to The Post Lady.

Insurance whilst in our care

We will insure your mail whilst it is on our premises, or being transported to a delivery facility in our vehicles.

Our insurance liability will be limited to £5 per parcel.

The Post Lady in respect of any claim for loss or damage to a collective bundle will cap liability to £50.

The Service is not to be used for the storage or delivery of items with any value and The Post Lady will not accept any proof of value.

Eco policy

The Post Lady is committed to supporting changes in the way we preserve our planet. For this reason we reserve the right to forward your mail or parcels using recycled or recyclable materials and packaging. We encourage you to also reuse any packaging we send to you.

Where you have requested for us to remove your packaging upon arrival or before shipment, we may from time to time, send this packaging to a facility which produces ‘eco bricks’ for disadvantaged countries using plastic bottles stuffed with non recyclable materials. Your personal details will be removed before sending.

Customs and embargo locations

We can send your parcels to you anywhere in the world, except in those countries subject to a mail embargo which can be found in the Royal Mail international delivery guide.  Please see here https://www.royalmail.com/personal/international-delivery/country-guides or check our Postal Advice tab.

Post sent outside the UK may be subject to certain Customs and Regulations which you are responsible for.  You are responsible for all payments of customs charges and communications with customs after your parcel has left our facility.

The Post Lady will complete customs declarations forms for you.  In the event that this is necessary, we will need a complete breakdown of all contents and their value.  You will be contacted if this applies to your shipment.  We are unable to send out any shipments without receipt of this declaration.

Any single item larger than the Royal Mail ‘Letter’ size format that is to be forwarded to an address outside of the EU requires you to complete a Customs Declaration form prior to dispatching except where such an item is obviously composed of letters or documents with no value or where the contents are clearly visible and of no obvious value.

Postage and surcharges

Postal quotes are always at ‘cost’.  This means you pay no more than the market value of shipping this package.   

On top of this you will be charged the cost of packaging including tape and labels.  

From January 2022 the costs of packaging materials are as follows:

  • Customers own packaging:     NO CHARGE.  We will not charge you any extra for tape or labels.
  • Polymailers:    50p 
  • Small parcel boxes (covering shipments up to and including 2kg in weight including the box):      £1
  • Medium parcel boxes (covering shipments up to and including 5kg in weight including the box):      £1.50
  • Large shipping boxes (covering up to and including 20kg in weight including the box):     £2 
  • Extra large sipping boxes (covering up to and including 30kg in weight including the box) £3

When using Paypal, fees will be included.  We have no control of those fees and the customer must accept this.  

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk. This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

Certain content, products and services available via our Service may include materials from third-parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party. 

Membership Charges

Our charge is the service fee that we have charged you to use our service as set out on our website.  This is currently £29.95 for ALL USERS until further notice.

Your Fee and what it covers

‘Fee’ refers to the annual payment you made at the point of registration.

The annual fee covers the following parts of the service:

  • A UK mailing address
  • A Unique Reference name/number.  This is specific to you and is therefore classed as a bespoke, personalised service.
  • Access to a personalised area of our website which you will require a log in username and password.  Here you can access all your personal information, an area for all your deliveries and full management of your forward shipping options.
  • Insurance for your belongings whilst they are in the care of The Post Lady

Cancellation of your account

When registering for a Post Lady account, you agree to an annual subscription which will renew automatically every 12 months on the anniversary of your registration.  This will be performed by Paypal and the payment method you chose on registration. Paypal is the payment gateway we use to co-ordinate payments.  Please ensure you have read all of Paypals terms and conditions with regards to pre-approved payments.  Your agreement is with paypal and you may cancel this at any time by heading to your Paypal account, finding subscriptions and cancelling your agreement directly with them.  The Post Lady cannot take any responsibility for the payment of fees, where a customer has forgotten to cancel their pre-approved payment.

You may alert The Post Lady of your intention to cancel, by heading to subscriptions in your Post Lady account and selecting cancel.  Whilst this advises us of your intentions to cancel, this does not cancel your agreement with Paypal who may continue to process your subscription payments.  Please contact Paypal to cancel your subscription as noted above.  If you believe you have cancelled your subscription payments, please speak to Paypal directly as we are unable to refund any related Paypal fees.

Your term date is displayed on your home page and also on your profile page.  This alerts you to the date you joined and therefore the date your account will renew or expire.  If you have cancelled your subscription, please be sure to have your storage clear at least 3 days before the end of your term.  This gives us sufficient time to ship your last consolidated parcel.  We are unable to extend any subscription term, receive, store or ship any parcels for any customers who are out of subscription term, due to insurance purposes.

From time to time, we may need to invoice you manually for your subscription fees.  This must be paid within 7 calendar days.  Any customer not settling their annual membership invoice within 7 calendar days, agrees to forfeit any items they have in storage and their account will be closed on the 8th calendar day.

Any items left in storage after 7 calendar days will be disposed of which may include destroying, donating or returning them to the sender.

Surcharges

A surcharge will become payable if for some reason we need to open your parcels on arrival.  Your parcels will only be opened if we have reason to believe they contravene our terms and conditions which includes prohibited items and items which are intended to cause distress or alarm to others. £20 charge will be payable from the customer if this happens.

A surcharge will become payable if we need to deal with any person visiting your address including baliffs or other officials. £50 charge.

If either of these charges are not paid within 21 days of invoice, the customers account will be terminated and the contents disposed of which may include destroying, donating or returning them to sender.  The Post Lady may at their discretion choose to sell the items in storage to recover any unpaid fees due.

Consolidation

The Post Lady is a consolidation service and customers therefore understand that their contents will be consolidated for international shipping.

The Post Lady WILL NOT open packages which appear to be clothing unless specific requests are made.  The Post lady WILL, as standard, open boxes to consolidate the contents when a consolidation quote is requested.  

If you would prefer us not to open your boxes and instead consolidate unopened boxes for shipment, this must be stipulated by email BEFORE your consolidation quote is requested.  

From time to time a customer may need specific packages opened but others to be left unopened.  This will be considered a special request for which there will be a £5 fee charged at invoice stage.

The opening of packages to remove invoices, tags and labels will incur a £5 charge at invoice stage.

The opening and consolidation of boxes in a complete quote request will not be subject to any fees, but we do not accept any responsibility for any damage or loss to the contents, nor can we check the contents for accuracy or damage as standard.  We do not check the contents against any invoices or packing slips.  Checking the contents will be subject to the below schedule of fees along with any photographs requested.  We will notify the customer if there is any obvious damage to the contents but we are not qualified to make judgements on general conditions and have no information on the condition the contents were purchased or sent in.

To ensure nothing is left behind or placed in the wrong box, our staff take the following steps:

A work-station is checked to make sure it is completely clear before use.

Each customers consolidation is carried out, 1 customer at a time.

Each box is checked and scanned to ensure the name corresponds with the request.

The box is opened, and the entire contents transferred to the consolidated box.

The box is checked to ensure nothing is left behind.

The box is then torn and flattened ready for recycling collection.  

The works station is then checked over at the end of the consolidation to ensure nothing has escaped before sealing up the consolidated box.

Consolidations are taken place in a controlled environment and covered by CCTV.  These recordings are retained by The Post Lady for 3 months.  We reserve the right to retain these images in line with GDPR.  The customer does not have any rights to these images.

Storage

Each customers FREE storage is limited to 2 full 60x40x40 storage areas or 40kg, whichever comes first.  

If storage areas are filled before 40kg has been reached, the storage will be deemed to be full.

If storage is at 40kg before physical storage areas have been filled, their storage will be deemed to be full.

As a guide, these areas are capable of holding approximately 18kg of packaged clothing.  This estimate is approximate and does not constitute an absolute definitive final storage.

Where stored items are received in boxes, the packing also contributes to your stored capacity limits.

We run an informal ship, so to help you out we will send you an email when you have 1 full storage area. You are of course, under no obligation to ship that box straight away. We will then update you again when box 2 is nearly full and ask you to request a shipping quote. If you decide not to ship and your storage capacity is exceeded or weight reaches over 40kg, you will need to pay additional storage fees of £5 per week until your storage is brought back to allowed levels by shipping either part of, or all of your storage.

We will advise you by email that your storage has been exceeded.  This will need to be rectified on the same day and an invoice will be sent for the over storage.  These charges must be paid within 3 days of invoice.  If these charges have not been paid within 21 days of invoice, the customers account will be terminated and the contents disposed of which may include destroying, donating or returning them to sender.  The Post Lady may also sell any items in storage at their discretion to recover any unpaid fees due in the event of non-paid over storage fees.

How can I avoid this fee:

To avoid this, make sure you request a quote before your total storage reaches 40kg or when notified that your storage is full.

Extra care wrapping

When we consolidate your parcels, we take special care to ensure we transfer everything from your package to a consolidated box.  We transfer all wrapping, bubble wrap, paper wrap, polystyrene crisps, air pockets, newspaper, and cardboard.  In short, we place the entire contents of your delivery inside a consolidated box, exactly as it was delivered to us here.   If you would like us to take extra special care of your shipment and use our own wrapping to add extra padding to your contents, please send us an email when you request your consolidation quote and ask for EXTRA CARE WRAPPING

The extra care wrapping service costs just £2 per shipment so well worth it for peace of mind that we have done all we can to prevent any damages in transit.

Contents check

Checking contents takes up a great deal of our day. There will be a £1 fee per parcel for opening and checking contents either on arrival, during storage or before sending.  You will receive a picture of the outside of your package and the contents.

There will be a £1 fee for any additional photographs you require us to send you.

How can I avoid this fee:

To keep track of your arrivals, we urge you to follow the steps from the User Guide and ask your sellers to add a note or their name on the back of your parcel so that you know what has arrived.  

You are also encouraged to ship often so that any discrepancies with your items can be dealt with between yourself and the sender.

Reconsolidate/Requote

There will be a fee of £5 per consignment to reconsolidate and/or requote for your shipment. 

This means if you have requested a quote but subsequently have not responded to our quote correspondence, after 3 working days we will return your consolidated package to storage.  If you have contacted us to advise that you are still waiting for further deliveries, we will return you shipment to storage. 

The requote/reconsolidate fee will become due on your next shipment where we have added further deliveries to your previously consolidated parcel, or you contact us to advise that you are now ready to ship the consolidated parcel after the 3 working days have passed.  

This is because shipping prices change regularly and we will therefore, need to check prices again for you.

How can I avoid this fee:

Make sure you are ready to ship before you check/tick those boxes.  If you’d like a rough estimate of shipping cost just drop us an email and we can do this for free.

Make sure you respond to quotes within 3 working days.

Shop for me/assisted purchase

We will continue to offer this service for free where possible. This service may not be available 100% during the covid pandemic due to minimal staff.

For transparency, we will offer this service for free and do not charge you any associated fees for our service.  Paypal may however, charge the customer a fee at their end to use this service. It is sometimes cheaper to add the PayPal fees and pay us by goods and services. 

Additional Post Lady addresses

It is free to use our German shipping address if you need an EU address to receive parcels and will continue to be a free address for existing Post Lady customers. 

Parcels received in Germany are shipped to your UK storage every week, in a group shipment with other Post Lady customers. This way you benefit from cheap group shipping, rather than paying to ship individual items to your own country or to the UK. 

The shipping fee is currently £4 per parcel which may be subject to change depending on shipping annual increases and any emergency situations. This fee will be payable when your parcel arrives in the UK which must be paid before we upload it to your Post Lady account.

This fee covers the first 2kg. Additional fees of £2 per kg or part thereof are due for heavier boxes if they can be consolidated with others. Customers are liable for all costs associated with over large parcels which need to be shipped individually

We cannot guarantee that we can confirm your parcel has arrived in the German facility, but we will send you a message when it has arrived in the UK.  The customer accepts that they must use the tracking given to them by the sender of their items, to check delivery of these items to the German facility.

The German facility is not owned or managed by The Post Lady and is an external 3rdparty facility.  The German address is not and should not be considered part of The Post Lady service and may be temporarily suspended or withdrawn without prior notification, at any point.  It is a gratuitous facility available for all Post Lady customers to use free of charge.  The Post Lady will absorb all costs associated with using this service except for onward shipping to the UK as detailed above.  No refunds will be due in the event that this service is withdrawn or suspended.

The Post Lady holds no responsibility for items shipped to or from the German address.  The customer agrees to follow all specific instructions given to them with regards to the correct addressing of parcels sent to the German address and will not hold The Post Lady responsible for any items lost or damaged either en-route to the German facility, whilst held at the German facility or en-route to the UK from the German facility.

The Post Lady will deal with all customs declarations and importing of shipments from the German facility to the UK.  The fees disclosed above include all international shipping and customs clearance fees.

It is the customers responsibility to request that their part of the shipment be adequately insured (at their own cost).  Usual Post Lady terms and condition apply to shipments from Germany to the UK with regards to value.   In the event of loss or damage in transit, The Post lady will work with the German facility to locate and trace the shipment.  The Post Lady will work with customs and delivery agents to locate and trace the shipment.  Any affected customers must provide proof of purchase for any items which may be affected and included in any claim for loss or damage.   The German facility should not be used for shipments of high value and the use of this service is completely at the customer’s own risk. 

By shipping an item to the German facility, you agree to be bound by these terms and conditions of use.

Be sure to join The Post Lady German Deliveries Facebook group for updates.

Contact

Whilst we try to do everything possible to stay in contact with our customers, and love our business to be a personal experience, we urge customers to only communicate with us via our usual email address [email protected] ..  This ensures that all communications are kept in one place for consistency.  Please refrain from contacting any of our employees personally through Facebook profiles and respect that they have their own individual non-working lives too.  We cannot guarantee any replies from any associated Facebook profiles or The Post Lady on Facebook.

Customers must not rely on the message tabs on our Facebook business page as these can be temperamental.  

Your privacy

We have to keep accurate records and current details of Customers as required by UK authorities and laws.  The customer accepts that these requirements may change without warning.

All information provided by you will be held securely in line with GDPR regulations for the term of 12 months plus 90 days, after which time it will be deleted.

We may share any information we hold with the relevant authorities to assist with investigations or enquiries.  We also will comply with any other requests from persons complying with legislation and in accordance with the relevant statutory and regulatory obligations.

No information provided by you or collected by The Post Lady will be passed to any other party without your express permission unless we are required to do so by any regulation or law.

You confirm that you have read and understood these terms and conditions and agree to be bound by the contents.

You may not assign any of your rights or benefits hereunder.

These terms and conditions shall prevail notwithstanding any conflict with the terms and conditions of any order or contract submitted by you in respect of the service or any other services provided by us.

If you have any further questions regarding the terms and conditions of use, please contact us at [email protected] 

Lastly

Due to the current pandemic, we may be restricting the number of members of staff on site.  This is for the safety of all. Response and turnaround times may be slow but unavoidable and we ask for patience and understanding during what has been, a testing time for the whole planet. 

Please follow us on Facebook for regular service updates @itsthepostlady.