- What happens if my order is split into multiple deliveries by the retailer?
We are unable to store goods for long periods of time as we have limited space in our UK warehouse. Therefore, we will ship your packages as we receive them or, once the goods have been fully paid for.
If more items arrive to us after we have shipped the first one to you against your Ship2me order, dependant on the size, we will aim to deliver your items within the same order you have placed. If unable to fit your items within the original size ordered, we may charge excess carriage, this may also result in excess charges from Customs. Unfortunately Ship2me has no control over charges imposed by Customs.
Please inform us on whether your order includes multiple items through the order information page once you have chosen the size of your order. This way our team can make a better judgement on whether all of your items are inside the order once it has arrived at our UK Warehouse.
- Are there any additional costs for shipping Li-Ion/Lithium batteries?
We charge an additional £25.00 to raise a Dangerous Goods Note (DGN) with the shipper if batteries exceed the EPL (European Transport Law) specifications set out below:
Cells and batteries offered for transport are not subject to other provisions of this code if they meet the following:
For lithium metal or lithium alloy cell, the lithium content is not more than 1g, and for a lithium-ion cell, the watt-hour rating is not more than 20 Wh.
For a lithium metal or lithium alloy battery, the aggregate lithium content is not more than 2g, for the lithium-ion battery the watt-hour rating is not more than 100Wh. Lithium-ion batteries subject to this provision shall be marked with Watt-hour rating on the outside case, except those manufactured before 1 January 2009.
- If I'm ordering alcohol through Ship2me, when/how do I arrange for payment of duties?
Duty is payable on all alcohol imported into the Channel Islands and is calculated based on the following criteria:
- Description of goods
- Volume per item(s) in ml
- Quantity of item(s)
- Strength (ABV %) of alcohol
Click here for a guide outlining duty payable.
Place your order as normal, ensuring your description of the item clearly identifies it as alcohol. On arrival of your order in Jersey/Guernsey, you will be contacted by customs to arrange payment of the duty. Once payment has been taken your item will be released from customs and delivered as normal.
If you have any questions regarding payment of duties more information can be found on the customs website https://www.customs.gst.gov.je
- What compensation does Ship2me offer?
Ship2me compensation as standard is limited under clause 29.6 of our Terms and Conditions. Please be aware that it may not fully compensate you, the customer, in the event of any loss or damage.
At the point of placing your order you will be given the option of increasing the level of compensation available to you. To do this, please tick the box for enhanced compensation levels to the lessor of £750 or the value of the goods being delivered. The additional cost to you is £9.99.
Please note it is strongly recommended that the customer or the consignee arrange suitable goods in transit insurance for the difference if the value of the goods exceeds the enhanced compensation levels.
- How much does it cost to use ship2me?
Registration is absolutely free!
How much you pay for your delivery is all down to the size of the goods you have purchased.
Our pricing is based on volumetrics, i.e. how much room (in cubic metres) your ready-to-ship order takes up in our shipping container, the number of boxes it comes in and the weight of each box. Products come in all shapes and sizes and retailers have different methods and policies for packing products ready for shipping.
When using S2M, you can choose from one of our product categories which is based on popular package sizes, or you can give the exact weight and dimensions to receive a bespoke shipping price. Please remember that you need to give the dimensions including the packaging. Your retailer should be able to provide this.
- How long will it take?
Once your purchase arrives at our UK warehouse and once your Goods have been fully paid for, we can normally deliver it to you within three working days after the day we receive it if in Jersey. However, all orders are subject to the current shipping schedules and to Customs clearance so it can take up to six working days for some items at certain times of year.
Larger items will take up to seven working days from receipt and will usually be delivered by arrangement.
Items bound for Guernsey and Sark are subject to shipping availability and can only be shipped once the shipping container is full. Guernsey items which are large and require a 2-man team to deliver will need a specific delivery date arranged with Guernsey Post in order for the delivery to your address. We do try our best to ship as soon as possible and aim to have at least one sailing a week into Guernsey.
- What address do I use?
When you make a purchase from your chosen retailer who is unable to offer Channel Island delivery, either online, over the phone or at a shop, you need to add your unique Ship2me customer number along with your full name on the top line and the Ship2me UK warehouse address directly under.
These details are issued to you when you become a registered Ship2me customer and can be found by clicking on the 'My Account' button in the top right-hand corner of the Ship2me website when you are logged in to the site.
Most online retailers ask for an invoice/billing address and a separate delivery address. You should use the following addresses:
- Invoice/billing address: your usual home address
- Delivery address: your unique Ship2me number and the Ship2me warehouse address.
Then, once you have made your purchase, you will need to log in to the Ship2me website and arrange delivery of your goods from the UK to your door using your Channel Island address.
Once your order arrives at the UK warehouse, we aim to deliver your goods to you within 3 working days. However, please note that all orders are subject to shipping times and Customs clearance.
- Can I find out how my delivery is progressing?
We will keep you updated through email on the status of your order, from it arriving at our UK Hub to being dispatched. You can track your item through the Jersey Post website.
You will be provided with a tracking number in your order confirmation email once you have placed an order.
- Will you deliver to my house?
If you live in Jersey or Guernsey Ship2me will deliver your goods to your home on the ground floor level of your property*.
If you live in Alderney you will have to collect your item from the Huelin Renouf office on the quayside.
If you live in Sark or Herm, you will need to collect your item from our Guernsey depot or arrange your own onward delivery to your door.
*Ship2me will not unwrap, install or assemble your delivery and cannot deliver to your door if on a level above ground level, such as in an apartment block
- Can I have anything delivered?
We can deliver anything from shoes to sofas and pretty much everything in between.
Unfortunately there are some items that Ship2me is currently unable to deliver. You can find a list of these item here.
Please note that any items over £135 or originating from outside the UK may be subject to added duties on arrival to the islands.
- Are there any size restrictions?
Not really. Apart from items we are unable to carry (click here), we can deliver anything, right up to large appliances and furniture.
For more examples of delivery sizes and their prices, go to Add a Delivery
- Can I ship goods from outside of the United Kingdom?
At Ship2me we accept goods from anywhere in the world.
If ordering from outside of the United Kingdom, please be aware that taxes, levies or duties may be due in relation to the purchase and importation of your goods.
It is your obligation as consignee, under clause 4.3 of our Terms & Conditions, to pay any and all charges, either at the time of purchase, or after subsequent delivery of your goods.
You will also have to declare you have ordered your item from outside the UK when inputting your delivery information, and provide a Commodity code. If you do not, your goods will be held by your Local Customs agents until correct information and payment is secured.
For more information on new Customs, taxes and levies rules and charges please click here.
- What happens if I'm not at home when my delivery arrives?
If we miss you when we try and deliver your goods, we'll leave you a card telling you how to contact us to collect your item or how to arrange redelivery.
For large items, such as furniture, we will call in advance to arrange a delivery time with you to ensure you are home.
- When do you deliver?
We deliver throughout the day Monday to Friday.
- Can I cancel an order?
You can cancel your order up to the point of delivery and we will fully refund you for your order.
If you cancel your delivery post arrival to our UK warehouse, you must organise the return to the retailer. We will not refund you for your order. Your order fee is used to cover any storage and administration fees.
If your goods happen to get damaged after they are received by Ship2me, you may be able to claim against Ship2me for any costs directly attributable to that damage. However, your claim will be limited to the amount set out in our terms and conditions.
- What happens if my goods arrive damaged at your warehouse?
If your goods arrive visibly damaged we will refuse the delivery and refund you of your order. We take a lot of pride in delivering your items to you in perfect condition, if we notice any damage to either the packaging or product, we will refuse the delivery as once we sign for the goods we are held responsible for the items. If for any reason we have to refuse your goods at the point of delivery to our UK warehouse, we will inform you of this change to your delivery.
- What about any right to cancel under the distance selling laws?
Using the Ship2me service does not affect your statutory rights. However, any time period linked to a right to cancel an order will normally start when the item is delivered to the Ship2me warehouse and not when the item is delivered in Jersey or Guernsey.
- Do I have to pay VAT on goods purchased online or on the UK mainland?
UK retailers are not legally obliged to refund VAT for purchases made by Channel Island residents who are then exporting the items back to the Channel Islands. However, UK retailers are often willing to consider giving a retrospective VAT refund when a consumer can demonstrate that an item has been exported from the UK to the Channel Islands.
In order to do this, certain documentation needs to be provided to the retailer and to Her Majesty’s Revenue and Customs (HMRC) in the UK.
If you would like to reclaim any VAT paid on your purchases, You can request an invoice via you customer profile on the website which you can send to customs to prove payment for your goods. This feature is only available once your goods have been paid in full and delivered to you.
- Do I have to pay GST on goods I have delivered by Ship2me?
The States of Jersey Customs and Immigration Service has published a guide for private importers of goods bought online or from retailers outside of Jersey. This guide provides advice to assist in the efficient Customs clearance of these goods.
It is important that all private importers of goods from outside of the Channel Islands understand the regulations surrounding GST and the circumstances in which it is payable. From 28th May 2021, ship2me will no longer charge GST on your order, instead you will self-declare and pay GST on the goods you have ordered, directly on the Jersey Customs CAESAR system.
For the purposes of GST, States of Jersey Customs look at the total value of the consignment and whether the total GST and duty liabilities exceed the de minimis waiver. The total order consignment value includes: \
- The cost of the actual item (including VAT if paid) \
- Packaging costs \
- All freighting/delivery charges from the retailer to Jersey \
- Any insurance that was purchased or included by the retailer \
- Plus any other associated Customs duties which may be applicable.
GST will be charged on the total sum of these values.
To help illustrate the regulations surrounding payment of GST on imported goods, here are some example scenarios:
Example 1 \ Chair £40 Including VAT \ Retailer Carriage £20 Including VAT \ Ship2me Carriage £55 \ Insurance £10 \ Total £125
As this total gives rise to a liability below the Jersey de-minimis level of £135, the GST charge is waived.
\ Example 2 \ Chairs (2) £600 Including VAT \ Retailer Carriage £20 Including VAT \ Ship2me Carriage £110 \ Insurance £10 \ Total £740
As this total gives rise to a charge above the Jersey de-minimis level of £135, GST is liable at 5% of the total order value (£740). In this instance, the customer would be liable for a GST charge of £37.00.
Please note; the GST de-minimis level changed to £135 on 1st October 2020
- Do I have to register online to use Ship2me?
Yes, we recommend that even if you are not planning on shopping or visiting the UK immediately, you should register for Ship2me through the website as we are unable to register customers over the phone.
- What do you do with the personal information I give you?
Ship2me will only use the information you give us to provide the Ship2me service. Ship2me's privacy policy can be found here.
You should check the privacy policy and any applicable terms and conditions of any retailer from whom you are buying any products as their terms relating to your personal information may differ from Ship2me. In particular, if you are buying a television from a UK retailer, you should be aware that many UK retailers will automatically provide your personal details to TV Licensing who may then contact you directly if you do not already have a TV licence.
- How do I pay?
To ensure delivery of your items to the Channel Islands, all payments must be made online via the website when arranging a delivery.
- How do I make a claim?
Ship2me is totally committed to delivering a quality service to our customers. We put the customer at the heart of all we do and view our customer’s satisfaction as the basis for our continued success and development.
We are proud of our high-quality standards and whilst every effort is always made to safeguard your items whilst in our care, occasionally some may be lost or damaged. If you have cause for complaint in the first instance please contact Customer Services, on 0845 800 1034 (charged as a local call), for the relevant form to be forwarded to you.
Once completed please post to (there is no need to attach a stamp):
Ship2me Customer Services, Freepost JE714, Jersey Post, Postal Headquarters, JE1 1AF