Frequently Asked Questions

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  • 1. General
  • 2. International shipping
  • 3. Handling packages
  • 4. Shop4me
  • 5. Fees and charges
  • 6. Account information
  • 7. Restrictions
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  • 1. Can you re-invoice my item based on my requested price?
     

    Yes we can only if it is intended as a gift. We will still need to declare the item details and cost even if it is a gift.

    We would ask you to provide the item details and cost. We can produce a commercial invoice based on the value you provided us. It is important to state the true value of the item to avoid any delay during transit. If there's an invoice that came with the item, then by law we will have to declare the value on the invoice. If it is a gift, we could also remove any invoices that came with the item. The cost for re-invoicing is £3/package.

     

    Viewed 2295 Times
  • 2. My package is lost or damaged. What do I do?
     

    Packages do get misplaced or damaged during transit, but luckily this rarely happens.

    If your package does not arrive at all after due date of delivery (subject to customs clearance),  please contact us through support as soon as possible. We will get in touch with the carrier to locate the package.

    If your package arrives damaged, please request for support and keep a proof of the damage, including external packaging.

    Below are some notes about our Shipping Insurance cover and for more details please refer to our terms and conditions:

    1. FowardVia Shipping Insurance is offered by us to cover both the cost of shipment and damages to outgoing shipments due to loss or damage from external causes during shipment.
    2. Shipping insurance cover is not available for shipping services without tracking
    3. Depending on the shipping services, we include between £25 - £50 of standard insurance cover on the shipping cost you paid us and eligible items at no charge. Additional insurance coverage is available for a cost of £5 per £100 unit of insured value. This rate is not prorated for partial units of £100.
    4. Restricted and prohibited items are excluded from the shipping insurance cover. Items that are prohibited or restricted for import into your countries are excluded from the shipping insurance cover.
    Viewed 1902 Times
  • 3. Can you consolidate my packages into one shipment?
     

    Yes, if you have more than one package, we can consolidate the packages into one shipment for you. We may ship multi packages or pack all the packages in one box depending on which one comes out to be cheaper. The consolidation fee is £2/package. Should you wish for us to ship your packages separately, i.e. ship as soon as we received your first package, then let us know.

    Viewed 1878 Times
  • 4. How do I order your services?
     

    Ordering our services is simple:

    1. Register for free to get a UK address at https://www.forwardvia.com/register

    2. Shop at any British retailers and use the UK  Delivery Address as the delivery address. Make sure you put your name when ordering from the UK store

    3. After ordering from UK store, go back to ForwardVia. Under ‘My Account‘, click on ‘Place New Orders‘ and order the services you require by providing information about your purchases. If retailer do not accept your payment, order Shop4me.

    4. All done! We will notify you by email once we get your package(s) and provide you the shipping options for you to choose.

    Viewed 1706 Times
  • 5. Does the Service Fee include international shipping cost?
     

    No. Service fee is what you pay us for receiving your packages.

    Viewed 2385 Times
  • 6. Can I exchange my item?
     

    Yes you can subject to retailers exchange policy. You need to be aware of their exchange policy before initiating the exchange process.  We charge a service fee of £10 for exchange handling service. Shipping, duties and taxes associated with the exchange will be the sole responsibility of the client. All fees, including shipping, service and handling, are non-refundable.

    If you wish to exchange your item, please request for support and here are the steps:

    1. Recheck the retailer's exchange policy. If retailer accept exchange proceed to step 2

    2. Fill up the request for support form by including Forwardvia's order number and any information related to the exchange of the item

    3. Inside your return package, include a copy of the retailer invoice clearly indicating the item you would like to return. Follow any other instructions according to retailer's exchange policy

    4. Package the item securely and ship to Forwardvia Address using fully insured and trackable carrier

    5. We notify you when we received your package. Make payment for the Exchange Handling service fee, any associated shipping/delivery, taxes and duties (if applicable)

    6. We despatch the package to the retailer and will inform you when we received the exchanged item. The next few steps will be similar to ordering Ship2me service in order to deliver the exchanged item to you

     

     

    Viewed 1194 Times
  • 7. Can I return my item?
     

    Yes you can subject to retailers return policy. You need to be aware of their return policy before initiating the return process.  We charge a service fee of £5 for return handling service. Shipping, duties and taxes associated with the exchange will be the sole responsibility of the client. All fees, including shipping, service and handling, are non-refundable.

    If you wish to return your item, please request for support and here are the steps:

    1. Recheck the retailer's return policy. If retailer accept return proceed to step 2

    2. Fill up the request for support form by including Forwardvia's order number and any information related to the return of the item

    3. Inside your return package, include a copy of the retailer invoice clearly indicating the item you would like to return. Follow any other instructions according to retailer's return policy

    4. Package the item securely and ship to Forwardvia Address using fully insured and trackable carrier

    5. We notify you when we received your package. You make payment for the Return Handling service fee, any associated shipping/delivery, taxes and duties (if applicable)

    6. We despatch the package to the retailer

     

    Viewed 1373 Times
  • 8. Can you ship food item?
     

    Yes, we can ship non-perishable food item. Order our 'Supermarket Shopping' Service once you have place an order with the UK supermarkets. We could also buy on your behalf using our Shop4me service.

    We provide free repackaging service of multiple grocery items from British Supermarkets like Tesco, Sainsbury, Asda, Waitrose and etc. We charge £7/supermarket for this service, which is lowest in the UK. Subject to additional repackaging charge if more than 10 items or individual item weigh more than 1 kg or larger than 25 cm in any dimensions.

    Note: Shipping food items are excluded from any insurance cover.

    Viewed 1398 Times
  • 9. What you cannot ship?
     

    There are prohibited items where we cannot ship in under any circumstances. We can ship certain restricted items (see below), but it is at your own risk. Please note: we will check every package arriving at our Warehouse. Any prohibited items will be disposed without notification.

    Prohibited items:

    The items listed below cannot be sent to any countries and the list is not exhaustive. Please check with your local import law for further details as to what the restrictions and prohibited items are. It is your responsibility to ensure that the items can be shipped to your country.

    The following cannot be sent to any countries

    • Animals, Animal Products, Animal Skins, Animal Fur, Animal Parts, Live Animals
    • Alcoholic beverages and related products
    • Batteries - loose batteries i.e. laptop batteries, power bank
    • Bullion
    • Cash & Travellers Cheques
    • Clinical and medical waste
    • Biological samples (including but not limited to bodily fluids and tissue samples)
    • Complete original and imitation firearms and firearm parts, (includes rifle butts, trigger mechanisms, screws / bolts etc which are manufactured for the sole purpose of creating a functional firearm), ammunition, explosives
    • Counterfeit currency, bank notes and postage stamps
    • Counterfeit goods
    • Credit, Debit, Bank Cards
    • Drugs - including all over-the-counter, prescription or non-prescription and legal drugs as well as illegal drugs / narcotics
    • Environmental Waste
    • Explosives and ammunition
    • Fireworks
    • Flammable liquids or spray - lighters / Perfume / Aftershave / Nail Varnish / Nail Varnish Remover / Adhesives / Paint
    • Goods, the carriage of which is prohibited by law in the country of origin, transit or destination
    • Human Remain & Ashes
    • Illegal goods (these are goods which are considered illegal in the origin, the transit points and/or the destination countries and would include but not be limited to pirated goods, counterfeit goods and narcotics)
    • Indecent, obscene or offensive material
    • Infectious Substances
    • Legal or illegal highs
    • Living creatures
    • Living plants or organisms
    • Lottery tickets
    • Medicines not approved for sale in the origin or destination countries
    • Mobile phone SIM card
    • Official documents (e.g. Passport, Driving license, Certificate of Incorporation, etc.) including both genuine and fake documents
    • Oxidising substances and organic peroxide
    • Pathogens
    • Perishable food including frozen food
    • Pesticides
    • Poisonous (toxic) and infectious substances
    • Poisons
    • Pornography
    • Foods that are restricted for import into the destination country
    • Precious metals and stones
    • Radioactive materials
    • Real or imitation firearms, parts thereof
    • Sharp Instruments
    • Tobacco and nicotine related products including e-cigarettes
    • UN2814 or UN2900
    • Unidentified substances or items that in our opinion could be any of the other items on this list

    If Prohibited Goods are sent to us, we will deal with them as we see fit which may include disposal (and will charge you for any costs and expenses we incur); and you will indemnify us and keep us and our employees, sub-contractors and agents indemnified against any and all resulting losses, damage and/or injuries.

    Restricted items:

    Restricted Goods may be shipped in certain circumstances with limited liability. As a condition to accepting Restricted Goods we may require an additional payment from you. The following items are restricted goods and have limited Standard and Extended Shipping Insurance liability cover. If it is not covered, you are shipping entirely at your own risk, understanding that there is no compensation for loss, damage or non-delivery.

    Item Conditions Loss liability cover Damage liability cover
    Articles of exceptional value – i.e. Works of art, Antiques Up to £500 to EU, USA, Canada, Australia, New Zealand and Japan shipped using Couriers only Yes Not covered
    Autoparts Must be flushed through and not contain oil. No airbags Yes Not covered
    Liquids of any variety, including make-up such as mascara and lip gloss, shower gel, lotions and creams - Not covered Not covered
    Electrical goods that are deemed as "not working" on arrival - Not covered Not covered
    "Breakable" plastic items - Yes Not covered
    Discs, Tapes, memory Cards - Yes Not covered
    Glass, Mirror, Ceramic, Marble, Pottery, Resin or similar items - Not covered Not covered
    Any food items - Not covered Not covered
    Jewellery, Costume Jewellery, Watches & objects constructed of precious metal and/or stones Up to £500 to EU, USA, Canada, Australia, New Zealand and Japan shipped using Couriers only Yes Not covered
    Electrical items and white goods for example but not exclusively: Televisions, Laptops, Computers, Monitors, Mobile Telephones, Computer Chips, CPUs, Circuit Boards If contain batteries, maximum of 2 batteries per shipment. . Dry cell only. Not covered Not covered
    Printer ink or cartridges Carrier restrictions apply - please contact us Not covered Not covered

      Viewed 2158 Times
    • 10. Is eBay a Retailer? So do multiple Ebay purchases involve one service fee?
       

      Yes, eBay is a retailer. For the service fee of £5, we would combine 3 separate deliveries from up to 3 ebay sellers. All you need is to purchase and pay for one service fee.

       

      Viewed 1945 Times
    • 11. Can you forward medications?
       

      We cannot ship any form of medications either prescriptive or non-prescriptive medications. We can ship health supplements. If in doubt, please contact us.

      Viewed 1293 Times
    • 12. Can you contact the retailer for me?
       

      Yes, we can contact the retailer on your behalf. We can email or telephone the retailer on your behalf and provide you with their response. Just provide us with all the information and we will get in touch with the retailer. We charge a non-refundable fee of £5 for this service, which is limited to a single retailer or ebay/amazon  seller and up to 3 email/telephone responses.

      Viewed 1300 Times
    • 13. What payment methods do you accept?
       

      We accept all major credit cards via Paypal, Stripe, bank transfer and wire transfer. All our services are pay as you use, hence no monthly/annual membership fee with no registration fee to get a UK forwarding address.

      Viewed 2192 Times
    • 14. Can you ship letters?
       

      We cannot forward letter or mail.

      According to our terms: you must not use your ForwardVia Address, including declaring it as your residential address, in the application for, renewal of or replacement of any official documents or for the registration of any business, partnership or company. This includes but is not limited to using your ForwardVia Address in driving licenses, passports or certificates of incorporation. We will not forward official documents to you and will dispose of them as we see fit.

      You must not apply for credit, mortgages or loans using your ForwardVia Address. You must not provide your ForwardVia Address as your address to any governmental, regulatory, legal or financial organisation

      Viewed 1105 Times
    • 15. Do you accept packages from outside the UK?
       

      We ONLY accept packages from the UK and European Countries.

      Viewed 1113 Times
    • 1. Can you re-invoice my item based on my requested price?
       

      Yes we can only if it is intended as a gift. We will still need to declare the item details and cost even if it is a gift.

      We would ask you to provide the item details and cost. We can produce a commercial invoice based on the value you provided us. It is important to state the true value of the item to avoid any delay during transit. If there's an invoice that came with the item, then by law we will have to declare the value on the invoice. If it is a gift, we could also remove any invoices that came with the item. The cost for re-invoicing is £3/package.

       

      Viewed 2295 Times
    • 2. How much is the international shipping cost?
       

      Please use the shipping rates calculator to determine the cost for door-to-door delivery. The rates are estimated based on dimensions given.  The actual size of the package depends on the volumetric weight, which is the amount of space that it occupies on an aircraft, rather than the actual weight.

      We work with a number of courier companies to get the best deals available on the day of despatch. When we received the packages, we contact our network of carrier and obtain the best available rate. We pass on any savings to you, and provide you with choice of carrier for you to select.

      Viewed 1772 Times
    • 3. Where do I find my international shipment tracking number?
       

      After we ship your package, you'll receive a confirmation email. This message will include your tracking number, linked to the carrier you chose. You can also find the tracking number and delivery status under 'My Account' > 'My Orders' and view the appropriate order.

      Viewed 1600 Times
    • 4. What is dimensional or volumetric weight?
       

      The weight of the package is calculated based on volumetric weight or billable weight. The cost of a shipment can be affected by the amount of space that it occupies on an aircraft, rather than the actual weight. The formula for calculating volumetric weight is length x width x height (cm) / 5000. Please note that, if your package is irregularly shaped, the volumetric weight is calculated based on the dimensions of the smallest cubic shape the package will fit into.

      At ForwardVia, we don't just blindly provide you the shipping quote and ship you your packages, when you use our package forwarding service, we automatically check your package dimensions for potential saving in shipping cost by reducing the volumetric weight. If there is savings to be made, we will inform you and can repackage into smaller volume.

      Volumetric rates calculations for international couriers v3

      Viewed 4136 Times
    • 5. Why is my shipment on hold?
       

      If the courier places your shipment on hold, it could happen for a number of different reasons. If this is the case, please try to contact the carrier (DHL, UPS and etc.). If you don't get the answers you need or if there is an unresolved issue, feel free to request for support and we'll do our best to help.

      Viewed 3009 Times
    • 6. Will I have to pay customs duties, taxes, or other charges?
       

      The shipping service do not include customs or taxes. The recipient is solely responsible for the payment of any and all customs, duties, tariffs, taxes, or other charges or fees of any nature relating to the shipment. 

      There are many factors at play in customs charges, including but not limited to where the products were made, individual product values or the package's total value, where you live and etc.

      Every country has unique customs guidelines, if you have specific questions related to your country and products you'd like to import, please create request for support and we'll be happy to help.

      Viewed 1685 Times
    • 7. How long will it take for my package to reach me?
       

      This varies based on where you live and the shipping option you choose, among other factors. DHL Express normally takes 2+ days, UPS takes around the same time, and Royal Mail usually takes between 5-12 days after it's processed at the sort facility.

      Note: we are not responsible for shipping delays caused by customs or the carrier. However, if you are experiencing issues, we will do our best to communicate with them. Our aim is to help you resolve any problems as quickly as possible.

      Viewed 1298 Times
    • 8. My packages shipped, where is my tracking information?
       

      Tracking information is not always updated right away. Please allow up to 24 hours after your package ships. If you do not see an update after 24 hours, feel free to request for support.

      Viewed 1226 Times
    • 9. My package is lost or damaged. What do I do?
       

      Packages do get misplaced or damaged during transit, but luckily this rarely happens.

      If your package does not arrive at all after due date of delivery (subject to customs clearance),  please contact us through support as soon as possible. We will get in touch with the carrier to locate the package.

      If your package arrives damaged, please request for support and keep a proof of the damage, including external packaging.

      Below are some notes about our Shipping Insurance cover and for more details please refer to our terms and conditions:

      1. FowardVia Shipping Insurance is offered by us to cover both the cost of shipment and damages to outgoing shipments due to loss or damage from external causes during shipment.
      2. Shipping insurance cover is not available for shipping services without tracking
      3. Depending on the shipping services, we include between £25 - £50 of standard insurance cover on the shipping cost you paid us and eligible items at no charge. Additional insurance coverage is available for a cost of £5 per £100 unit of insured value. This rate is not prorated for partial units of £100.
      4. Restricted and prohibited items are excluded from the shipping insurance cover. Items that are prohibited or restricted for import into your countries are excluded from the shipping insurance cover.
      Viewed 1902 Times
    • 10. Can you consolidate my packages into one shipment?
       

      Yes, if you have more than one package, we can consolidate the packages into one shipment for you. We may ship multi packages or pack all the packages in one box depending on which one comes out to be cheaper. The consolidation fee is £2/package. Should you wish for us to ship your packages separately, i.e. ship as soon as we received your first package, then let us know.

      Viewed 1878 Times
    • 11. What is repackaging and can you do it?
       

      Repackaging is physically removing the contents from one package and repack it into smaller box. It can be repackaging contents from multiple packages into one box. Doing this can save you on delivery cost due to lower volumetric weight. We would normally advice you when we received the package, and if there is potential in cost saving. For more information about Repackaging, please refer to Additional Services.

      Viewed 1678 Times
    • 12. Does the Service Fee include international shipping cost?
       

      No. Service fee is what you pay us for receiving your packages.

      Viewed 2385 Times
    • 13. Can you ship food item?
       

      Yes, we can ship non-perishable food item. Order our 'Supermarket Shopping' Service once you have place an order with the UK supermarkets. We could also buy on your behalf using our Shop4me service.

      We provide free repackaging service of multiple grocery items from British Supermarkets like Tesco, Sainsbury, Asda, Waitrose and etc. We charge £7/supermarket for this service, which is lowest in the UK. Subject to additional repackaging charge if more than 10 items or individual item weigh more than 1 kg or larger than 25 cm in any dimensions.

      Note: Shipping food items are excluded from any insurance cover.

      Viewed 1398 Times
    • 14. What you cannot ship?
       

      There are prohibited items where we cannot ship in under any circumstances. We can ship certain restricted items (see below), but it is at your own risk. Please note: we will check every package arriving at our Warehouse. Any prohibited items will be disposed without notification.

      Prohibited items:

      The items listed below cannot be sent to any countries and the list is not exhaustive. Please check with your local import law for further details as to what the restrictions and prohibited items are. It is your responsibility to ensure that the items can be shipped to your country.

      The following cannot be sent to any countries

      • Animals, Animal Products, Animal Skins, Animal Fur, Animal Parts, Live Animals
      • Alcoholic beverages and related products
      • Batteries - loose batteries i.e. laptop batteries, power bank
      • Bullion
      • Cash & Travellers Cheques
      • Clinical and medical waste
      • Biological samples (including but not limited to bodily fluids and tissue samples)
      • Complete original and imitation firearms and firearm parts, (includes rifle butts, trigger mechanisms, screws / bolts etc which are manufactured for the sole purpose of creating a functional firearm), ammunition, explosives
      • Counterfeit currency, bank notes and postage stamps
      • Counterfeit goods
      • Credit, Debit, Bank Cards
      • Drugs - including all over-the-counter, prescription or non-prescription and legal drugs as well as illegal drugs / narcotics
      • Environmental Waste
      • Explosives and ammunition
      • Fireworks
      • Flammable liquids or spray - lighters / Perfume / Aftershave / Nail Varnish / Nail Varnish Remover / Adhesives / Paint
      • Goods, the carriage of which is prohibited by law in the country of origin, transit or destination
      • Human Remain & Ashes
      • Illegal goods (these are goods which are considered illegal in the origin, the transit points and/or the destination countries and would include but not be limited to pirated goods, counterfeit goods and narcotics)
      • Indecent, obscene or offensive material
      • Infectious Substances
      • Legal or illegal highs
      • Living creatures
      • Living plants or organisms
      • Lottery tickets
      • Medicines not approved for sale in the origin or destination countries
      • Mobile phone SIM card
      • Official documents (e.g. Passport, Driving license, Certificate of Incorporation, etc.) including both genuine and fake documents
      • Oxidising substances and organic peroxide
      • Pathogens
      • Perishable food including frozen food
      • Pesticides
      • Poisonous (toxic) and infectious substances
      • Poisons
      • Pornography
      • Foods that are restricted for import into the destination country
      • Precious metals and stones
      • Radioactive materials
      • Real or imitation firearms, parts thereof
      • Sharp Instruments
      • Tobacco and nicotine related products including e-cigarettes
      • UN2814 or UN2900
      • Unidentified substances or items that in our opinion could be any of the other items on this list

      If Prohibited Goods are sent to us, we will deal with them as we see fit which may include disposal (and will charge you for any costs and expenses we incur); and you will indemnify us and keep us and our employees, sub-contractors and agents indemnified against any and all resulting losses, damage and/or injuries.

      Restricted items:

      Restricted Goods may be shipped in certain circumstances with limited liability. As a condition to accepting Restricted Goods we may require an additional payment from you. The following items are restricted goods and have limited Standard and Extended Shipping Insurance liability cover. If it is not covered, you are shipping entirely at your own risk, understanding that there is no compensation for loss, damage or non-delivery.

      Item Conditions Loss liability cover Damage liability cover
      Articles of exceptional value – i.e. Works of art, Antiques Up to £500 to EU, USA, Canada, Australia, New Zealand and Japan shipped using Couriers only Yes Not covered
      Autoparts Must be flushed through and not contain oil. No airbags Yes Not covered
      Liquids of any variety, including make-up such as mascara and lip gloss, shower gel, lotions and creams - Not covered Not covered
      Electrical goods that are deemed as "not working" on arrival - Not covered Not covered
      "Breakable" plastic items - Yes Not covered
      Discs, Tapes, memory Cards - Yes Not covered
      Glass, Mirror, Ceramic, Marble, Pottery, Resin or similar items - Not covered Not covered
      Any food items - Not covered Not covered
      Jewellery, Costume Jewellery, Watches & objects constructed of precious metal and/or stones Up to £500 to EU, USA, Canada, Australia, New Zealand and Japan shipped using Couriers only Yes Not covered
      Electrical items and white goods for example but not exclusively: Televisions, Laptops, Computers, Monitors, Mobile Telephones, Computer Chips, CPUs, Circuit Boards If contain batteries, maximum of 2 batteries per shipment. . Dry cell only. Not covered Not covered
      Printer ink or cartridges Carrier restrictions apply - please contact us Not covered Not covered

        Viewed 2158 Times
      • 15. Can you forward medications?
         

        We cannot ship any form of medications either prescriptive or non-prescriptive medications. We can ship health supplements. If in doubt, please contact us.

        Viewed 1293 Times
      • 16. Can you ship letters?
         

        We cannot forward letter or mail.

        According to our terms: you must not use your ForwardVia Address, including declaring it as your residential address, in the application for, renewal of or replacement of any official documents or for the registration of any business, partnership or company. This includes but is not limited to using your ForwardVia Address in driving licenses, passports or certificates of incorporation. We will not forward official documents to you and will dispose of them as we see fit.

        You must not apply for credit, mortgages or loans using your ForwardVia Address. You must not provide your ForwardVia Address as your address to any governmental, regulatory, legal or financial organisation

        Viewed 1105 Times
      • 17. Do you accept packages from outside the UK?
         

        We ONLY accept packages from the UK and European Countries.

        Viewed 1113 Times
      • 1. My package is lost or damaged. What do I do?
         

        Packages do get misplaced or damaged during transit, but luckily this rarely happens.

        If your package does not arrive at all after due date of delivery (subject to customs clearance),  please contact us through support as soon as possible. We will get in touch with the carrier to locate the package.

        If your package arrives damaged, please request for support and keep a proof of the damage, including external packaging.

        Below are some notes about our Shipping Insurance cover and for more details please refer to our terms and conditions:

        1. FowardVia Shipping Insurance is offered by us to cover both the cost of shipment and damages to outgoing shipments due to loss or damage from external causes during shipment.
        2. Shipping insurance cover is not available for shipping services without tracking
        3. Depending on the shipping services, we include between £25 - £50 of standard insurance cover on the shipping cost you paid us and eligible items at no charge. Additional insurance coverage is available for a cost of £5 per £100 unit of insured value. This rate is not prorated for partial units of £100.
        4. Restricted and prohibited items are excluded from the shipping insurance cover. Items that are prohibited or restricted for import into your countries are excluded from the shipping insurance cover.
        Viewed 1902 Times
      • 2. Can you consolidate my packages into one shipment?
         

        Yes, if you have more than one package, we can consolidate the packages into one shipment for you. We may ship multi packages or pack all the packages in one box depending on which one comes out to be cheaper. The consolidation fee is £2/package. Should you wish for us to ship your packages separately, i.e. ship as soon as we received your first package, then let us know.

        Viewed 1878 Times
      • 3. What is repackaging and can you do it?
         

        Repackaging is physically removing the contents from one package and repack it into smaller box. It can be repackaging contents from multiple packages into one box. Doing this can save you on delivery cost due to lower volumetric weight. We would normally advice you when we received the package, and if there is potential in cost saving. For more information about Repackaging, please refer to Additional Services.

        Viewed 1678 Times
      • 4. Can I exchange my item?
         

        Yes you can subject to retailers exchange policy. You need to be aware of their exchange policy before initiating the exchange process.  We charge a service fee of £10 for exchange handling service. Shipping, duties and taxes associated with the exchange will be the sole responsibility of the client. All fees, including shipping, service and handling, are non-refundable.

        If you wish to exchange your item, please request for support and here are the steps:

        1. Recheck the retailer's exchange policy. If retailer accept exchange proceed to step 2

        2. Fill up the request for support form by including Forwardvia's order number and any information related to the exchange of the item

        3. Inside your return package, include a copy of the retailer invoice clearly indicating the item you would like to return. Follow any other instructions according to retailer's exchange policy

        4. Package the item securely and ship to Forwardvia Address using fully insured and trackable carrier

        5. We notify you when we received your package. Make payment for the Exchange Handling service fee, any associated shipping/delivery, taxes and duties (if applicable)

        6. We despatch the package to the retailer and will inform you when we received the exchanged item. The next few steps will be similar to ordering Ship2me service in order to deliver the exchanged item to you

         

         

        Viewed 1194 Times
      • 5. Can I return my item?
         

        Yes you can subject to retailers return policy. You need to be aware of their return policy before initiating the return process.  We charge a service fee of £5 for return handling service. Shipping, duties and taxes associated with the exchange will be the sole responsibility of the client. All fees, including shipping, service and handling, are non-refundable.

        If you wish to return your item, please request for support and here are the steps:

        1. Recheck the retailer's return policy. If retailer accept return proceed to step 2

        2. Fill up the request for support form by including Forwardvia's order number and any information related to the return of the item

        3. Inside your return package, include a copy of the retailer invoice clearly indicating the item you would like to return. Follow any other instructions according to retailer's return policy

        4. Package the item securely and ship to Forwardvia Address using fully insured and trackable carrier

        5. We notify you when we received your package. You make payment for the Return Handling service fee, any associated shipping/delivery, taxes and duties (if applicable)

        6. We despatch the package to the retailer

         

        Viewed 1373 Times
      • 6. Can you ship food item?
         

        Yes, we can ship non-perishable food item. Order our 'Supermarket Shopping' Service once you have place an order with the UK supermarkets. We could also buy on your behalf using our Shop4me service.

        We provide free repackaging service of multiple grocery items from British Supermarkets like Tesco, Sainsbury, Asda, Waitrose and etc. We charge £7/supermarket for this service, which is lowest in the UK. Subject to additional repackaging charge if more than 10 items or individual item weigh more than 1 kg or larger than 25 cm in any dimensions.

        Note: Shipping food items are excluded from any insurance cover.

        Viewed 1398 Times
      • 7. Can you forward medications?
         

        We cannot ship any form of medications either prescriptive or non-prescriptive medications. We can ship health supplements. If in doubt, please contact us.

        Viewed 1293 Times
      • 8. Do you accept packages from outside the UK?
         

        We ONLY accept packages from the UK and European Countries.

        Viewed 1113 Times
      • 1. Can I exchange my item?
         

        Yes you can subject to retailers exchange policy. You need to be aware of their exchange policy before initiating the exchange process.  We charge a service fee of £10 for exchange handling service. Shipping, duties and taxes associated with the exchange will be the sole responsibility of the client. All fees, including shipping, service and handling, are non-refundable.

        If you wish to exchange your item, please request for support and here are the steps:

        1. Recheck the retailer's exchange policy. If retailer accept exchange proceed to step 2

        2. Fill up the request for support form by including Forwardvia's order number and any information related to the exchange of the item

        3. Inside your return package, include a copy of the retailer invoice clearly indicating the item you would like to return. Follow any other instructions according to retailer's exchange policy

        4. Package the item securely and ship to Forwardvia Address using fully insured and trackable carrier

        5. We notify you when we received your package. Make payment for the Exchange Handling service fee, any associated shipping/delivery, taxes and duties (if applicable)

        6. We despatch the package to the retailer and will inform you when we received the exchanged item. The next few steps will be similar to ordering Ship2me service in order to deliver the exchanged item to you

         

         

        Viewed 1194 Times
      • 2. Can I return my item?
         

        Yes you can subject to retailers return policy. You need to be aware of their return policy before initiating the return process.  We charge a service fee of £5 for return handling service. Shipping, duties and taxes associated with the exchange will be the sole responsibility of the client. All fees, including shipping, service and handling, are non-refundable.

        If you wish to return your item, please request for support and here are the steps:

        1. Recheck the retailer's return policy. If retailer accept return proceed to step 2

        2. Fill up the request for support form by including Forwardvia's order number and any information related to the return of the item

        3. Inside your return package, include a copy of the retailer invoice clearly indicating the item you would like to return. Follow any other instructions according to retailer's return policy

        4. Package the item securely and ship to Forwardvia Address using fully insured and trackable carrier

        5. We notify you when we received your package. You make payment for the Return Handling service fee, any associated shipping/delivery, taxes and duties (if applicable)

        6. We despatch the package to the retailer

         

        Viewed 1373 Times
      • 3. How does Shop4me works?
         

        It is simple! Say you wanted to buy something from an online UK stores, but your credit card payment wasn't accepted. Let us know what you would like us to purchase by completing the Shop4me order form under 'My Account', 'Place New Orders. There you need to pay us the cost of local delivery (from the store to Forwardvia), item you would like to purchase (of course!) and Shop4me service fee.

        Note: We will proceed with the purchase if the item cost + local delivery is within 10% unless you tell us otherwise. If you are buying more than one item, we will also proceed with the purchase even if not all your items are available from the store, again unless you tell us otherwise. That's all!

        We will then go away to make the purchase on your behalf. When we receive it, we will let you know and provide you the international shipping options.

        Viewed 1210 Times
      • 4. Can I use Shop4me for eBay purchases?
         

        Yes you can. We buy on your behalf by using 'buy it now' or instant purchase auction. At ForwardVia, we can even help to place bids.

        If you need us to bid on your behalf, we need payment from you in advance. The total payment is the total of your maximum bid price + local delivery cost. We charge a fee of 12% of the total payment.

        If you ended up winning the auction at lower price than the maximum bid price, we will refund you the difference. If you are not the winning bidder, we will refund you the total payment including fees you paid minus £3 administration charge. It is that simple!

        If you are interested, simply contact us and let us know what you would like us to bid

        Contact us

        Viewed 603 Times
      • 5. How long does it take to process my Shop4me order?
         

        Shop4me orders will usually be processed within 6 hours during normal business hours. We will notify you on the progress either by email or through your 'My Account', 'My Orders'.

        Viewed 1029 Times
      • 6. What is free deal checker?
         

        If you order our Shop4me service, we will automatically find the best deal available for the item you would like to purchase. For example, you would like us to purchase on your behalf a Tefal Actifry Fryer from http://www.currys.co.uk/ and it costs £119.99 from Currys. We will search for the lowest price available including local delivery for a similar item from different stores. In this example, we could save you 17% through another stores. We provide this service for free when you order Shop4me. We will try our best to find you the best available price for the item, but we cannot guarantee that.

        Forwardvia save and ship deal finder

        Viewed 1452 Times
      • 7. Can you contact the retailer for me?
         

        Yes, we can contact the retailer on your behalf. We can email or telephone the retailer on your behalf and provide you with their response. Just provide us with all the information and we will get in touch with the retailer. We charge a non-refundable fee of £5 for this service, which is limited to a single retailer or ebay/amazon  seller and up to 3 email/telephone responses.

        Viewed 1300 Times
      • 8. Will you refund me if you unable to purchase the item on my behalf?
         

        When using Shop4me, we will order the item according to the instructions provided by you. If it is unsuccessful in buying the item for any reasons, we will refund you the money minus £3 to cover the fees charged by Paypal and the use of our service.

        Viewed 793 Times
      • 1. Does the Service Fee include international shipping cost?
         

        No. Service fee is what you pay us for receiving your packages.

        Viewed 2385 Times
      • 2. Is eBay a Retailer? So do multiple Ebay purchases involve one service fee?
         

        Yes, eBay is a retailer. For the service fee of £5, we would combine 3 separate deliveries from up to 3 ebay sellers. All you need is to purchase and pay for one service fee.

         

        Viewed 1945 Times
      • 3. What payment methods do you accept?
         

        We accept all major credit cards via Paypal, Stripe, bank transfer and wire transfer. All our services are pay as you use, hence no monthly/annual membership fee with no registration fee to get a UK forwarding address.

        Viewed 2192 Times
      • 1. How do I register to use the service?
         

        To register, click on any links or buttons with Sign up or Register. Registration is FREE. Complete the form by providing all the details requested. You can then access 'My Account' dashboard to order our services. That's all!

        Viewed 1137 Times
      • 2. How do I access and/or change my account information?
         

        After you have signed in to Forwardvia, you should be redirected to 'My Account' dashboard. There you can update you personal details and contacts.

        Viewed 1287 Times
      • 1. Can you ship food item?
         

        Yes, we can ship non-perishable food item. Order our 'Supermarket Shopping' Service once you have place an order with the UK supermarkets. We could also buy on your behalf using our Shop4me service.

        We provide free repackaging service of multiple grocery items from British Supermarkets like Tesco, Sainsbury, Asda, Waitrose and etc. We charge £7/supermarket for this service, which is lowest in the UK. Subject to additional repackaging charge if more than 10 items or individual item weigh more than 1 kg or larger than 25 cm in any dimensions.

        Note: Shipping food items are excluded from any insurance cover.

        Viewed 1398 Times
      • 2. What you cannot ship?
         

        There are prohibited items where we cannot ship in under any circumstances. We can ship certain restricted items (see below), but it is at your own risk. Please note: we will check every package arriving at our Warehouse. Any prohibited items will be disposed without notification.

        Prohibited items:

        The items listed below cannot be sent to any countries and the list is not exhaustive. Please check with your local import law for further details as to what the restrictions and prohibited items are. It is your responsibility to ensure that the items can be shipped to your country.

        The following cannot be sent to any countries

        • Animals, Animal Products, Animal Skins, Animal Fur, Animal Parts, Live Animals
        • Alcoholic beverages and related products
        • Batteries - loose batteries i.e. laptop batteries, power bank
        • Bullion
        • Cash & Travellers Cheques
        • Clinical and medical waste
        • Biological samples (including but not limited to bodily fluids and tissue samples)
        • Complete original and imitation firearms and firearm parts, (includes rifle butts, trigger mechanisms, screws / bolts etc which are manufactured for the sole purpose of creating a functional firearm), ammunition, explosives
        • Counterfeit currency, bank notes and postage stamps
        • Counterfeit goods
        • Credit, Debit, Bank Cards
        • Drugs - including all over-the-counter, prescription or non-prescription and legal drugs as well as illegal drugs / narcotics
        • Environmental Waste
        • Explosives and ammunition
        • Fireworks
        • Flammable liquids or spray - lighters / Perfume / Aftershave / Nail Varnish / Nail Varnish Remover / Adhesives / Paint
        • Goods, the carriage of which is prohibited by law in the country of origin, transit or destination
        • Human Remain & Ashes
        • Illegal goods (these are goods which are considered illegal in the origin, the transit points and/or the destination countries and would include but not be limited to pirated goods, counterfeit goods and narcotics)
        • Indecent, obscene or offensive material
        • Infectious Substances
        • Legal or illegal highs
        • Living creatures
        • Living plants or organisms
        • Lottery tickets
        • Medicines not approved for sale in the origin or destination countries
        • Mobile phone SIM card
        • Official documents (e.g. Passport, Driving license, Certificate of Incorporation, etc.) including both genuine and fake documents
        • Oxidising substances and organic peroxide
        • Pathogens
        • Perishable food including frozen food
        • Pesticides
        • Poisonous (toxic) and infectious substances
        • Poisons
        • Pornography
        • Foods that are restricted for import into the destination country
        • Precious metals and stones
        • Radioactive materials
        • Real or imitation firearms, parts thereof
        • Sharp Instruments
        • Tobacco and nicotine related products including e-cigarettes
        • UN2814 or UN2900
        • Unidentified substances or items that in our opinion could be any of the other items on this list

        If Prohibited Goods are sent to us, we will deal with them as we see fit which may include disposal (and will charge you for any costs and expenses we incur); and you will indemnify us and keep us and our employees, sub-contractors and agents indemnified against any and all resulting losses, damage and/or injuries.

        Restricted items:

        Restricted Goods may be shipped in certain circumstances with limited liability. As a condition to accepting Restricted Goods we may require an additional payment from you. The following items are restricted goods and have limited Standard and Extended Shipping Insurance liability cover. If it is not covered, you are shipping entirely at your own risk, understanding that there is no compensation for loss, damage or non-delivery.

        Item Conditions Loss liability cover Damage liability cover
        Articles of exceptional value – i.e. Works of art, Antiques Up to £500 to EU, USA, Canada, Australia, New Zealand and Japan shipped using Couriers only Yes Not covered
        Autoparts Must be flushed through and not contain oil. No airbags Yes Not covered
        Liquids of any variety, including make-up such as mascara and lip gloss, shower gel, lotions and creams - Not covered Not covered
        Electrical goods that are deemed as "not working" on arrival - Not covered Not covered
        "Breakable" plastic items - Yes Not covered
        Discs, Tapes, memory Cards - Yes Not covered
        Glass, Mirror, Ceramic, Marble, Pottery, Resin or similar items - Not covered Not covered
        Any food items - Not covered Not covered
        Jewellery, Costume Jewellery, Watches & objects constructed of precious metal and/or stones Up to £500 to EU, USA, Canada, Australia, New Zealand and Japan shipped using Couriers only Yes Not covered
        Electrical items and white goods for example but not exclusively: Televisions, Laptops, Computers, Monitors, Mobile Telephones, Computer Chips, CPUs, Circuit Boards If contain batteries, maximum of 2 batteries per shipment. . Dry cell only. Not covered Not covered
        Printer ink or cartridges Carrier restrictions apply - please contact us Not covered Not covered

          Viewed 2158 Times
        • 3. Can you forward medications?
           

          We cannot ship any form of medications either prescriptive or non-prescriptive medications. We can ship health supplements. If in doubt, please contact us.

          Viewed 1293 Times
        • 4. Can you ship letters?
           

          We cannot forward letter or mail.

          According to our terms: you must not use your ForwardVia Address, including declaring it as your residential address, in the application for, renewal of or replacement of any official documents or for the registration of any business, partnership or company. This includes but is not limited to using your ForwardVia Address in driving licenses, passports or certificates of incorporation. We will not forward official documents to you and will dispose of them as we see fit.

          You must not apply for credit, mortgages or loans using your ForwardVia Address. You must not provide your ForwardVia Address as your address to any governmental, regulatory, legal or financial organisation

          Viewed 1105 Times
        • 5. Do you accept packages from outside the UK?
           

          We ONLY accept packages from the UK and European Countries.

          Viewed 1113 Times

        Back to FAQ category. Can’t find the information you need here, email us at info@forwardvia.com or click on the ‘envelope’ on the right to leave us your message.