Important Customer Information

1. You must always leave your luggage unlocked; the reason for this is some customs officials may want to check the physical goods against your packing list. If this is the case then they will want to open your luggage before giving the clearance to deliver, if your luggage is unlocked then this will reduce the risk of damage. However, if you choose to lock your luggage then Send My Bags will not be held responsible for any damage incurred or late delivery of your luggage.

2. Please always make sure that your luggage is covered by an adequate insurance policy. Due to changes by the F.S.A we can not insure any of your personal belongings. We suggest that you check with the insurance company that you have your home and contents insurance policy with as some policies do cover your belongings when travelling on holiday. If your policy does not cover this, then we suggest you contact an insurance broker and ask for separate marine insurance to cover your luggage as Send My Bags will not accept responsibility for any loss or damage. 

3. Please make sure that you do not pack any item or items that are currently showing on the prohibited items list. If any item on the prohibited list is in your luggage then Send My Bags and their partners will not be held responsible and may refuse to accept your luggage and report their findings to the appropriate officials.

4. We will include a Hotel Pre Advice document that we suggest you use to advise your hotel that your luggage will be shipped separate to you and will arrive before you do. Once completed with the information you can either scan/email/fax or post this document to your hotel. It is your responsibility to ensure that your hotel will take delivery of your luggage prior to arrival if your hotel will not accept delivery of your luggage then when making a booking with Send My Bags please choose the date for delivery of your luggage after you have arrived and will be on site to accept delivery yourself. If this is the case then please ensure you pack a change a clothing in your carry on bags until your main luggage arrives.

5. Please remember that you need to be at the hotel or villa (private accommodation) on the day of collection to hand your luggage to our driver. If you are not on site then your luggage may not be collected.

6. All luggage has to be screened for security purposes. This happens in one of two ways and they are by X-ray machine or hand search. To ensure a speedy collection and therefore a speedy delivery our driver may choose the hand search option in your presence. Once hand searched your luggage will not be opened again unless a customs official chooses to do so.

7. To aid the security screening process and to abide to health and safety regulations please ensure that all used / dirty / soiled clothing are kept in sealed plastic bags as our driver may choose to hand search your luggage, failure to adhere to this instruction may result in our driver refusing to accept your luggage. We take all our security and health and safety regulation very seriously and our first priority is the security and safety of your luggage and our operatives.

8. Send My Bags takes its responsibilities for security very seriously and expects you the customer to adhere to and to follow the all information provided once booking has been made.  Any item of luggage that is found to include Firearms, parts thereof and a munition or any type of Narcotics / Drugs or any of the prohibited items then Send My Bags will hold all luggage and report its findings to the appropriate authority and you will be held responsible for prosecution under the full penalty of the law.

9. Send My Bags can not guarantee transit times in countries that require customs clearance. If any customs authority decides that Duty is applicable to your luggage, then these charges will be billed back to your credit card and full supporting documents will be mailed to your UK address.

Prohibited Items

Animals and Animal Products
Aerosols, Lighters, Matches
Antiques (breakable and/or fragile)
Asbestos
Bullion, Currency
Firearms, parts thereof and ammunition, Knives, Blades
Furs
Hazardous or combustible materials (as defined in IATA Regulations)
Human remains, including ashes
Jewellery, precious metals & stones
Drugs (prescription and non-prescription) / Narcotics (illegal)
Alcoholic Beverages
Cotton Seed / Plants / Plant Products / Grain Samples / Seeds / Soil Samples
Gambling Devices / Playing Cards
Ivory
Cosmetics / Cologne / Perfume
Airline Tickets (Blank Stock), Credit Cards (Blank Stock), Money Orders, Cash
Cheques, Passports, Deeds, Postal Mail
Military Equipment, Fire Extinguishers, Electronic Equipment, Radar Equipment
Oil Products, Liquids
Perishables / Foodstuffs
Ceramic Products, Glass Products, Marble
Works of Art
Medical Samples
Tobacco, Tea, Coffee
Any item that is for re-sale / price tickets
Coal & Firewood
Compact / Laser Discs and Films
Any item of North Korean origin