Service Guide Everything you need to make UK express shipping easier and more reliable - FedEx
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Service Guide Everything you need to make UK express shipping easier and more reliable
For easy reference, enter your FedEx UK Account Number here: FedEx UK local depot number: Welcome to FedEx UK People with a passion for service By selecting FedEx UK, your shipments are in the best possible hands. All you need to know about our services can be found in this guide, from arranging a collection to checking the delivery status on all your shipments. Please keep this guide to assist you in getting the very best from FedEx UK. People, technology and expertise are the cornerstones of our organisation. No other company in our industry could be more passionate about serving its customers than we are. This inevitably reflects on everything we do – from the comprehensive range of services we provide, right through to proactive customer services management. You can continue to rely on your local FedEx UK operation to offer you the flexible and efficient service you are used to. We are offering you the same great benefits as before, but even better! FedEx UK is now part of the global FedEx Corporation, with over 280,000 employees worldwide committed to providing you with an outstanding shipping experience every day. As a FedEx UK customer, you’ll also have access to the international FedEx network and the expertise developed by the company that invented the express delivery industry over 30 years ago. Whether in the UK or abroad, our commitment to getting it right on time, every time, ensures we deliver what is most important to you – peace of mind. For more information or assistance, please contact your local FedEx UK depot.
Shipping with FedEx UK 1 . Choosing your FedEx UK service 4 2 . Completing your FedEx UK consignment note 6 3 . Packing your shipment 8 4 . Booking your collection 10 5 . Tracking your shipment 10 6 . uk.fedex.com 11 7 . Software and systems 11 8 . Proof of delivery 12 9 . Your FedEx UK invoice 13 10 . Sending Dangerous Goods 14 11 . Troubleshooting 14 12 . Customer service at FedEx UK 15 13 . Contacting FedEx 16 14 . Conditions of Carriage 16
1 Choosing your FedEx UK service
Widely acclaimed as the UK’s leading express delivery
service for flexibility, reliability and quality of service,
FedEx UK has a comprehensive range of delivery options
to choose from within the United Kingdom.
Which FedEx UK service best meets your needs?
Premium FedEx UK service
Your FedEx UK service Delivery commitment
Next Day
FedEx Next Day by 9.00am* 7.30 – 9.00am
FedEx Next Day by 10.00am* 9.00 – 10.00am
FedEx Next Day by 12noon* 9.00 – 12.00noon
Saturday
FedEx Saturday by 9.00am* 7.30 – 9.00am
FedEx Saturday by 10.00am* 9.00 – 10.00am
FedEx Saturday by 12noon* 9.00 – 12.00noon
FedEx Saturday Delivery* Close of business
Standard FedEx UK service
Your FedEx UK service Delivery commitment
Next Day
FedEx Next Day* Close of business
Economy
FedEx Economy 2 – 3 Days
* Service availability may vary according to place of collection and destination. Please contact your local FedEx UK depot for more details.
Use our FedEx UK Pak range – it’s easy
A range of self-sealing, tamperproof bags in three different sizes. The full range of next day services are available and
there are no weight restrictions. Simply choose the bag that best fits your business needs and leave the rest to us.
Description Length Width
Small Pak 345 mm 240 mm
Medium Pak 420 mm 325 mm
Large Pak 525 mm 425 mm
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Weights and dimensions for your own packaging
Description Weight* Height* Length* Width*
Jiffy bags and envelopes 2 Kg n/a 420 mm 325 mm
Flat packs 15 Kg 250 mm 1000 mm 500 mm
Pallets 1000 Kg 1800 mm 1200 mm 1200 mm
* The figures given above are for maximum weights and dimensions. For items outside of these weights and dimensions, please contact your local
FedEx UK depot for more details.
Additional service options
Republic of Ireland Third party collections
24 and 48 Hour deliveries (24 Hour to County Dublin only) Goods collected, upon your instructions; from another
location for delivery to a third address will be charged to
your account at the normal outgoing delivery rate plus a
Channel Island surcharge per consignment. For collection on the same
day, please inform us before 12.30pm. This also applies
24 and 48 Hour deliveries
to reverse collections.
Reverse collections
Book In deliveries
Goods collected, upon your instructions, from another
Deliveries where your customer requires the delivery to be
location for delivery to your premises will be charged to
pre booked. FedEx UK will make the booking using the
your account at the normal outgoing delivery rate plus a
information supplied by you.
surcharge per consignment.
Please note additional service options could
incur surcharges. Please contact your local
FedEx UK depot for more details.
5
2 Prepare your documentation
A FedEx UK consignment note is required for each shipment
to ensure that it is delivered quickly and safely. We have
designed our online consignment notes to be as clear and
easy to use as possible. The example below will guide you
through, but if you have any problems or queries, please
contact your local FedEx UK depot.
Collect From Package and Shipment Details
1 Enter your company name and address including 8 Enter your reference number as before.
postcode. Alternatively, enter the details of your third party
collection. Use the pulldown menu to select the country. 9 Enter the appropriate number of items in
your consignment.
2 Enter your reference number, which could be a job
number or purchase order. This will be included on 10 Enter the total weight of the consignment in kilograms.
your invoice.
11 Select the service you require from the pulldown menu.
3 Enter your contact name, telephone number including 12 Select the time option you require from the
STD code, email address and any notes or special
pulldown menu.
instructions relating to the collection.
13 Select the product type of your consignment from the
4 Use the Address Search function to find an address by
pulldown menu.
postcode. The Address Book function can be used to
pre-populate the fields from your stored addresses. 14 Enter a description of the goods in your consignment.
This must be sufficient for the consignment to be
easily identifiable.
Deliver To
15 Please tick this box to confirm that the consignment
5 Enter the recipient’s company name and address does not contain any dangerous substance or article.
including postcode. Commercial addresses must specify
16 If required, Enhanced Transit Liability cover can be
the precise delivery point (e.g. department or gate
arranged with your local FedEx UK depot. Tick box to
number). Use the pulldown menu to select the country.
confirm this option and enter the total value of the
6 Enter your recipient’s contact name, telephone number goods to be covered.
including STD code, email address and any notes or
special instructions relating to the delivery. For
example, “closed for lunch” or “if out, leave in the Completing your consignment note
garden shed”.
17 Click on ‘Continue’ to create your shipment.
7 Use the Address Search or Address Book functions to
pre-populate the fields from your stored addresses.
Selecting your service:
Where no service is selected (see section 11 of the consignment note opposite), then the consignment will be
treated as a ‘Next Day’ delivery and will be delivered and charged accordingly. Timed deliveries e.g. Before
9AM, 10AM and Noon, and Saturday deliveries are not available to certain destinations; please check with your
local FedEx UK depot. Timed and Saturday deliveries are NOT available for ‘Economy’ service consignments.
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3 Packing your shipment
Whilst in transit, we avoid unnecessary damage by carrying
your shipments in secure cages and handle them sensitively
by automated sortation systems in our hubs.
Eight packing tips for trouble-free carriage
• Pack all your parcels securely and use a good quality • Documents can be sent using our range of FedEx UK
parcel tape to prevent damage during transit. Paks for extra protection. The documents should be
placed in a sturdy envelope before placing them into
• If your shipment is of a non standard shape,
a FedEx UK Pak.
then please ensure extra protection is given in the
packaging and ideally secure the object to a pallet • Liquids should not be packaged in a FedEx UK Pak.
for added stability.
• All paint tins should be sealed by clipping
• For those items, that are fragile or highly finished, before packaging.
these must be well padded and placed as far
• Do not send bottles loose in boxes. Always ensure
away from the edge of the box as possible to
that these are individually wrapped and extra filler
prevent damage.
protection is used in the box.
• For added reassurance, please affix a FRAGILE label
• In instances where returns are made to you from your
to the exterior of the package.
customers, or where your customers forward the
consignment to a third party, please ensure that your
customers are aware that consignments are packed
and labelled in accordance with these instructions.
Labelling
We are committed to taking care of your consignments at every stage of the delivery process. To ensure we
deliver on time, every time, please ensure your consignments are labelled correctly. These useful tips will help:
• Each parcel must have its own label with both the recipients and sender’s address on it, together
with a post code.
• The label must be attached securely to the flattest surface.
• The label must not be creased when attached.
• If using a FedEx UK despatch system, please ensure the barcode does not have any
blemishes when attaching the label.
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How to send a FedEx UK Pak – it’s easy
There are three sizes in the FedEx UK Pak range, all offering a full range of next day services.
• Simply choose the Pak that best fits your goods.
• Affix shipping label to designated area.
Our FedEx UK Pak range
is convenient and simple.
Length 345mm x Width 240mm
Length 420mm x Width 325mm
Length 525mm x Width 425mm
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4 Booking your collection
When you have completed your packaging and documentation
and the shipment is ready to go, you can book your FedEx UK
collection directly online or by calling your local FedEx UK depot.
You can also pre-arrange for a pickup later in the week or the
month. If you have daily shipments, a regular pickup can be
arranged. Please call your local FedEx UK depot for more details.
Online shipping with FedEx UK – it’s easy
• From the FedEx UK homepage at uk.fedex.com, select the ‘Ship’ navigation button and click on
‘Schedule a Pickup’. After logging in you can arrange a pickup from your premises or from an alternative address.
• Contact your local FedEx UK depot for information on how to obtain a secure username and password.
5 Tracking your shipment
You can track the status of your shipments at any time, stage by stage, right through
to delivery. Visit uk.fedex.com and click on the ‘Track’ navigation button, there you can
track by the consignment note tracking number or by your reference entered on the
consignment note. If you are a registered user you can also track by date
and/or postcode. If you would prefer to call for tracking information please contact
your local FedEx UK depot.
Online tracking with FedEx UK – it’s easy
There are two methods for online tracking with FedEx UK:
• For quick tracking, simply visit uk.fedex.com and enter your tracking number in the ‘Track’ section.
• To track by your own reference on the consignment note, select the ‘Track’ navigation button and click on
‘Track by Reference’.
• If you have a login and password, select the ‘Track’ navigation button and click on ‘Registered User Tracking’.
Here you can also track by date and / or postcode.
106 uk.fedex.com
Online FedEx UK can provide with a
multitude of tools to assist with your
shipping. Visit uk.fedex.com to complete
consignment notes, schedule a pickup,
track and view proof of delivery.
Further tools include address database
management and ordering of
FedEx UK stationery.
7 Software and systems
If you would like to integrate shipping into your internal
systems or require a bespoke shipping solution, FedEx UK has
the systems and expertise to tailor make a solution that meets
your needs. For more information please contact your local
FedEx UK depot and we can arrange for a Customer
Technology Specialist to discuss your requirements.
118 Proof of delivery
Each time we obtain a signature upon delivery, the entire
delivery record is electronically scanned and passed over to
our web site uk.fedex.com.
Via the internet, you can view and print off a true and • If required, obtaining a Proof of Delivery on shipments
accurate image of the signature record obtained. can be built into your systems by, for example,
Proof of delivery information is available to you in the the creation of a url link from your own website.
following ways: Please contact your local FedEx UK representative to
arrange this.
• By visiting uk.fedex.com you can obtain Proof of
Delivery information, including a scanned image, • A daily/weekly/monthly proof of delivery report can
by entering the FedEx UK consignment number. be provided. The report comprises of:
Extensive search and reporting options are • Consignment number and status
also available. • Customers own despatch reference
• Date of delivery
• You can telephone your local FedEx UK depot
where a verbal confirmation of a Proof of Delivery FedEx UK retain the original copy of the Proof of Delivery
can be obtained. If required, a photocopy/fax/email document and an image of the document for 12 months
of the original document can be provided. from date of delivery.
Goods in transit liability:
FedEx UK accepts liability for loss and damage to consignments in transit up to a maximum value of
£12 per kilo. However there are certain items we carry which we cannot be held liable for e.g. Top-up
Phone Cards, Artwork and Alcohol.
Enhanced Transit Liability can be arranged should the standard liability level not be sufficient to cover the cost
value of your goods. Please enquire at your local FedEx UK depot for details of surcharges and conditions.
In the event of a claim, notification should be made to your local FedEx UK depot, in writing, within the time
limits specified in Section 13 of the FedEx UK Conditions of Carriage. For full details of the transit liability
please refer to Sections 9 - 13 of the FedEx UK Conditions of Carriage.
129 Your FedEx UK invoice
Simple paperwork extends throughout the process including your weekly invoice
which will highlight full details of all your transactions.
1 Date of Collection
2 FedEx UK Consignment
Note Number
3 Customer Name and Address
4 Page Numbers
5 Invoice Number
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3 5 6 Customer Account Number
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7 Invoice Date
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8 City/Town of Delivery
9 Customer Reference
10 Collecting Depot Number
11 Delivering Depot Number
1 2 8 9 10 11 12 13 14 15 16
12 Number of Items in
Consignment
13 Weight of Consignment
14 Type of Contract
15 Service Requested
16 VAT Code for Consignment
17 Fuel Surcharge
18 Total Charges to which VAT
Applies
19 Total Charges to which VAT
17 does not Apply
18 20 VAT Amount
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20 21 Total Amount Payable
21 Including VAT
1310 Sending Dangerous Goods
FedEx UK are able to accept packages containing
Dangerous Goods defined as Limited Quantities (ADR 2006)
as listed below:
Accepted Dangerous Goods Prior to Despatch
Class 2 UN1950 Aerosols Upon receipt of fully completed documentation
Class 3 UN1263 Paint from yourselves, written approval and acceptance from
FedEx UK Dangerous Goods Office will be given.
Due to ADR Legislation we are unable to offer a return
collections service.
11 Troubleshooting
Nobody in/Premises closed Incorrect address/Address not known
Our driver will post a card through the letterbox, advising We will make every attempt to obtain the correct address
the consignee that we have attempted delivery and for a consignment and will advise you accordingly of
inviting them to telephone us, to arrange one of the any problems.
following options:-
If the correct address is nearby, then we will arrange
• Redelivery to the original address at a mutually delivery as quickly as possible. If the correct address is
convenient time during normal working hours further afield, then the goods will be redirected to the
(Monday to Friday). Please note that for our timed nearest FedEx UK depot for delivery to be effected at
delivery services (9am, 10am and 12noon), we may additional cost.
reattempt the delivery outside of the requested times.
• Redelivery to an alternative address on receipt of
authorisation from yourself. Refused delivery
• Redelivery to the original address without a signature If the recipient refuses your delivery, you will be notified
i.e leave the goods in a safe location, following prior as quickly as possible. Arrangements will be made by the
written authorisation from you or your customer. delivery depot to return the goods to you unless we
receive further instructions from you to the contrary.
• Collection from our local FedEx UK depot.
1412 Customer service at FedEx UK
Our widely acclaimed customer-focused approach aims to provide you with total
flexibility to suit all your business needs. We are passionate about serving you and
delivering a service that exceeds your expectations.
Our commitment to providing customer service • We will ensure proof of delivery is available on the
excellence is based on a few important essentials: FedEx UK website, uk.fedex.com, on the day after the
shipment has been delivered.
• Communication is the key to any relationship. We will
therefore provide named individuals within your local • We will monitor the levels of service within our
FedEx UK depot as points of contact, as well as network on a daily basis to enable proactive reporting
providing you with precise details of our service of delivery problems to our customers. Any delays
escalation procedures. Regular review meetings will caused as a result of a FedEx UK error will be rectified
be held with key personnel within both companies to within the shortest possible timescales at no
ensure FedEx UK is not only meeting, but exceeding additional cost.
your expectations.
• In the unlikely event of loss or damage to goods in
• We will answer all incoming telephone calls transit, our simple insurance procedures will ensure
promptly and courteously. prompt payment and resolution of the claim.
If appropriate, our dedicated security team will be
• We will ensure any enquiries received are investigated called upon to undertake a full investigation in order
and responded to within 2 hours. that we can progress the claim.
• All customer correspondence will be acknowledged
and a response provided within 24 hours of receipt
where appropriate.
Positive Pro-Active Communication (PPC) – Our commitment to you!
Our customer service standards for our premium service deliveries are based on our PPC principle.
The commitment ensures that all POD’s are available within our systems 45 minutes after delivery of a
consignment. Additionally, if we are unable to meet the scheduled delivery time for any reason, we commit to
contact the sender with the new ETA a minimum of 15 minutes before the original delivery time.
1513 Contacting FedEx
For more information, contact your
local FedEx UK depot.
To find your local depot visit
uk.fedex.com and click on the
‘Find locations’ link, under the
‘Ship’ menu.
14 Conditions of carriage
Please visit uk.fedex.com for our full
conditions of carriage.
16You can also read
