Frequently Asked Questions

Do I need to complete a Customs Declaration form? Please read this before you place an order!

All contries within the European Union (EU) - as long as the pick up and delivery countries are within the EU then you do NOT require a customs forms.  NB You will require a simple Lits of Conternts, click here.

If you are taking belongings OUT of the EU or INTO the EU you will need to complete a Europe Commercial Invoice. Its quite simple to complete

If you are sending belongings to the USA, Canada, Australia or New Zealand you will need to complete the country Customs form. Complete it, sign it and email to us in advance of us collecting your belongings.

If you are bringing belongings INTO Ireland or the UK, from outside European Union (EU) you will need to complete the country Customs form. Complete it, sign it and email to us in advance of us collecting your belongings.

NB A simple 'List of Contents' MUST be sent with every bag, irrespective of the country where it is being collected from or delivered to.

PLEASE NOTE - All forms are available for download from our website, click here.

Please don't worry if you destination country is not on our Forms Download page; book your bag and if you require a customs form we will let you know. We take care of evrything!

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Do I need to send a simple 'List of Contents' with my bag?

Yes, you MUST ALWATS send a signed, simple 'List of Contents' with every bag just summarsing what is in the bag. This form is available for download from our website, click here.

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Can I buy a gift voucher for someone else to use?

Yes you can. We sell Follow Your Bag gift vouchers in denominations of £100 and £50. They are valid for 3-years against the cost of moving any bag to anywhere or from anywhere in the world. Please telephone our Customer Care Team on 0845 304 5531 and you can purchase them directly via credit card.

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How do I make a booking?

Bookings can be made via this website or by telephone to our Customer Care Centre at 0845 304 5531

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I've cancelled my trip, can I get a refund?

Yes, as long as you advise our Customer Care Centre by telephone at least the day before your bag is due for collection. This will enable us to cancel the collection request. We cannot accept cancellations on the day your bag is scheduled to be collected.

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How many bags can I send via this service?

There is no limit, you can send as many bags as you wish. You only per 25 kgs. This means you can send two bags as long as together they are no more than 25 kg. Only when you go over 25 kgs will you be charged for a second bag. And remember you will automatically receive a discount when sending more than 1 bag.

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Will my bag get damaged in transit?

No, every care is taken to protect your bag and its contents. All bags are wrapped in a heavy-duty plastic bag and fastened securely.

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Will my bag ever get lost?

All bags are tracked by our electronic systems so we know exactly where your bag is every step of the way. This reduces the possibility of losing your bag to virtually nil.

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What happens if my bag is not there when I arrive?

You will know if there is a problem before you arrive because we will have informed you either by e-mail or by SMS text message to your mobile phone. In the unlikely event of this happening our Customer Care Centre will keep you informed as they resolve the problem.

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How will I know when my bag arrives?

We will send you an e-mail and/or an SMS text message advising you.

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My destination address has changed, can I update it?

Yes, as long as you advise our Customer Care Centre by telephone at least the day before your bag is due for collection. This will enable us to amend the delivery instruction. We cannot accept changes on the day your bag is scheduled to be collected or at any time whilst your bag is in transit.

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Can I place an order to multiple locations?

Yes you can. This is done through contacting our Customer Care Centre at 0845 304 5531

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Why do you need to pick up my bag 3 days before arrival?

It's best if you bag is delivered the day before you arrive, you do not want to arrive before your bag. This allows us 2 days to collect and transport your bag to its destination.

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Can I have my bag delivered to a cruise liner?

Yes you can, you can book online in the normal way. Sometimes, cruise liners arrive and depart in the same day so special arrangements are required. If you have any problems or doubts about delivery to a cruise line then please contact our Customer Care Centre at 0845 304 5531 and we will make the arrangements ands booking over the telephone with you.

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Why type of premises can I have my bag delivered to?

Any type at all, hotel, commercial, residential, holiday chalet, apartment, cruise liner. The only thing we require is someone to receive your bag and sign for it, we cannot leave it unattended at a destination.

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Do you offer discounts to frequent users?

Yes, discounts for frequent users are managed when the booking is made via our Customer Care Centre at 0845 304 5531. We automatically offer discount when you book more than 1 bag in a single journey.

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If I have a problem, can I telephone and talk to someone?

Yes, our Customer Care Centre is accessible 24 hours a day 7 days per week at 0845 304 5531

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What things can I send in my bag?

Any personal or business items that are not expressly forbidden by the law of the departing or arriving country. You are required to sign a declaration that you have packed the bag your self and it does not contain any matter that is illegal. Click here to read full Bag Guidelines.

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Is there anything I cannot send in my bag?

Any items that are expressly forbidden by the law of the departing or arriving country. You are required to sign a declaration that you have packed the bag your self and it does not contain any matter that is illegal. Click here to read full Bag Guidelines.

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Is there a discount for sending more than 1 bag?

Yes, you will automatically receive a discount when sending more than 1 bag. Discount increases for 2 and 3 bags and maximum discount is for 4 bags or more.

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