FAQs

Questions and Answers

How do I get a UK address with Send2Hub?

Register for free at send2hub.com/login. The process takes under two minutes and your personalised UK delivery address is available immediately after registration. No monthly fee on the Individual and Business plans.

Can I register if I live outside the UK?

Yes. The Individual plan is designed exclusively for people based outside the United Kingdom. If you are a UK resident, you must register a verified UK business account instead.

Is Send2Hub really free?

Yes. The Individual and Business plans are completely free — no sign-up fee and no monthly subscription. You pay only for outbound international shipping. The Premium plan is available at £20 per month for customers who want extended storage and higher shipping discounts.

Is my Send2Hub address a real UK street address?

Yes. Your Send2Hub address is a real UK street address at Unit 4 Tunstall Trade Park, Brownhills Road, Stoke-on-Trent — personalised with your unique unit number. It is not a PO Box. All UK carriers and retailers can deliver to it.

Can I use my Send2Hub address as a registered business or residential address?

No. Your Send2Hub address is for receiving and forwarding parcels only. It cannot be used as a registered business address, residential address, or for any official, financial or legal purposes.

Can I shop from any UK retailer with my Send2Hub address?

Yes. Any UK retailer that delivers within the United Kingdom can deliver to your Send2Hub address — including retailers that do not offer international shipping. The only requirement is that the sender must be based in the UK. We cannot accept parcels sent from outside the UK.

Can I cancel my Send2Hub account?

Yes. You can cancel your account at any time by contacting us via My Messages in your account. Any remaining balance will be refunded within 5 business days of cancellation.

What are Send2Hub's opening hours?

Our warehouse is open to receive deliveries Monday to Friday, 08:00 to 16:00 GMT. We are closed on Saturdays, Sundays and UK public bank holidays.

Questions and Answers

What happens when my parcel arrives at the warehouse?

Every parcel is automatically photographed, weighed and measured on the same day it arrives. Full details and an arrival photograph appear in your account dashboard immediately — so you can see exactly what has arrived and in what condition before taking any further action.

When will my parcel appear in my account?

Parcels are registered to your account on the same day they arrive at our warehouse. You will receive an automatic email notification as soon as your parcel has been processed and is visible in your dashboard.

How long can I store my parcels?

Free storage is included on every plan: 30 days on the Individual plan, 45 days on the Business plan and 60 days on the Premium plan. Paid storage extension of £5 per parcel is available exclusively for UK-established business accounts.

Can I get additional photographs of my item?

Yes. One arrival photograph of the outer packaging is included as standard at no charge on every plan. Additional interior photographs of the item itself are available as a paid add-on — request them directly from the item dashboard after the parcel has been registered to your account.

What is actual weight and volumetric weight?

Actual weight is the physical weight of the parcel on a scale. Volumetric weight is calculated from the parcel's dimensions: L(cm) × W(cm) × H(cm) ÷ 5,000 = weight in kg. International carriers charge for the greater of the two. Send2Hub calculates both automatically on arrival and displays them in your dashboard. Use our shipping calculator to estimate costs before committing.

What is the maximum weight and size Send2Hub can handle?

Our current limit is 70kg per individual parcel. For shipments above 70kg please contact our team via "contact us" form below to discuss options before placing your order.

Will Send2Hub open my parcel?

We photograph the outer packaging of every parcel on arrival as standard. In certain circumstances — for example where a parcel appears damaged, or where we need to verify contents for legal export compliance — we may need to inspect the contents. You will always be notified if this occurs.

Questions and Answers

What is parcel consolidation and how does it save money?

Consolidation combines multiple parcels from different UK retailers into a single outbound international shipment. Instead of paying separate international shipping charges for each parcel, you pay one charge for the combined shipment — typically saving 40-60% on total shipping costs. Consolidation is free on all Send2Hub plans. Learn more on our parcel consolidation page.

How do I consolidate my parcels?

Log in to your account. From My Parcels, select the items you want to consolidate. Declare the contents and values, enter your destination address and choose your preferred carrier. Click Send Now and pay for your shipment. You will receive email confirmation with a tracking number and invoice.

Which carriers does Send2Hub use?

Send2Hub ships via Royal Mail, Parcelforce, DHL, FedEx, UPS and DPD. You can compare live rates across all six carriers when consolidating your parcels. Use our shipping calculator to estimate costs and transit times for your destination before committing.

How long does international delivery take?

Express delivery typically takes 1-4 working days depending on the carrier and destination. Economy delivery typically takes 5-14 working days. Use our shipping calculator to compare current transit time estimates for your specific destination.

Can Send2Hub deliver to a different address from my registered address?

Yes. You can add and select any delivery address when requesting a shipment. Go to My Account › My Addresses › Add New to save additional delivery addresses to your account.

Can Send2Hub deliver to a PO Box address?

Yes. Delivery to PO Box addresses is available via Royal Mail. Other carriers do not deliver to PO Box addresses due to their own insurance and security requirements.

How do I report a missing or damaged shipment?

Contact us via the contact us form below as soon as possible. For damaged shipments, claims must be submitted no later than the day following receipt of the shipment. For lost shipments, claims can be submitted within one month from the date the shipment is declared missing. Processing times depend on the carrier and can take up to 30 business days.

Are my shipments insured?

Basic carrier liability is included with every shipment. The maximum compensation depends on the carrier selected and the insurance level purchased at checkout. For high-value items we recommend arranging independent transit insurance before requesting your shipment. Send2Hub does not cover restricted items against loss or damage under any circumstances.

Questions and Answers

What is the Shop & Ship service?

Shop & Ship is a personal shopping assistance service available to all Send2Hub customers — individuals and businesses, UK and international. If you cannot complete a purchase at a UK retailer due to payment restrictions or other reasons, we purchase the item on your behalf. The service covers the purchasing process only — once the item arrives at our warehouse, international shipping is charged separately based on the actual weight and dimensions of the parcel.

How much does Shop & Ship cost?

The service fee is 3% of the item purchase price plus a £5.00 flat fee per order. This fee is non-refundable. International shipping is charged separately once the item arrives at our warehouse, based on the actual weight and dimensions of your parcel.

Which retailers can I use Shop & Ship for?

Shop & Ship is available for UK retailers and UK-fulfilled goods only. We cannot purchase items from retailers based outside the United Kingdom. If you are unsure whether a specific retailer qualifies, contact us via the contact us form below before placing a request.

Is the Shop & Ship fee refundable?

No. The 3% + £5.00 service fee is non-refundable once the purchase has been made on your behalf. If you need to return an item, standard retailer return policies apply to the item itself — however the Shop & Ship service fee will not be refunded.

Can I use Shop & Ship if I am based outside the UK?

Yes. Shop & Ship is available to all customers regardless of where you are based. It is not restricted to UK residents or UK-registered businesses.

How do I submit a Shop & Ship request?

Log in to your account and navigate to the Shop & Ship section. Enter the item URL, size, colour and any other relevant details. Once you are satisfied that all details are correct, confirm your request and complete the service fee payment. Our team will process your order and send you an email confirmation once the purchase has been placed with the retailer.

From that point, please wait for an email notification confirming that your item has arrived at our warehouse. Once you receive this notification, you can log in to your account and either pay for international shipping to your home address or hold the item in free storage to consolidate it with other parcels you have received or are expecting. Shipping costs are calculated based on the actual weight and dimensions of your parcel — use our shipping calculator to estimate costs in advance.

Questions and Answers

Do I have to pay a monthly subscription?

No. The Individual and Business plans are completely free with no monthly subscription. The Premium plan is available at £20 per month for customers who want extended storage, higher shipping discounts and priority handling. You can upgrade at any time from within your account.

What payment methods does Send2Hub accept?

We accept payments via Stripe and PayPal — including Mastercard, Visa, Maestro and American Express.

Are there any fees for receiving and storing parcels?

No. Send2Hub does not charge any fees for receiving, photographing, weighing or registering your parcels. Free storage is included on every plan: 30 days Individual, 45 days Business and 60 days Premium. There are no receiving fees, no registration fees and no storage fees within your free storage period. You pay only when you request outbound international shipping.

Are there any additional fees beyond the shipping cost?

No. The total cost of a standard Send2Hub forwarding service is calculated in our shipping calculator — what you see is what you pay. There are no hidden fees, no handling charges and no surcharges on standard orders. Additional charges apply only if you request optional services such as extra photography, special packaging or other non-standard handling. These are always agreed with you in advance.

Will I be charged VAT?

If your address is outside the United Kingdom, VAT will not be charged on Send2Hub service fees. If your address is within the United Kingdom, VAT at 20% will be added to the service fee.

Will I receive an invoice for my payments?

Yes. An invoice is generated electronically for every transaction and is available in your account at all times.

Are there local customs or duty charges at my destination?

Yes. Import duties, taxes and customs charges may apply depending on the contents value and your destination country. These are separate from Send2Hub's shipping fees and are payable to the destination country's customs authority. Use our customs duty estimator to calculate estimated charges before shipping.

Can I upgrade my plan?

Yes. You can upgrade your plan at any time from within your account. Visit our pricing page for full details on what each plan includes.

Questions and Answers

What are prohibited items?

Prohibited items cannot be accepted at our warehouse or forwarded under any circumstances. Key prohibited categories include: standalone lithium batteries and power banks, perfumes and fragrances, aerosol products, SIM cards, weapons and ammunition, flammable liquids and gases, narcotics and controlled substances, prescription and over-the-counter medicines, nicotine products including e-cigarettes, perishable food items, live or dead animals, precious metals and loose precious stones, counterfeit goods and official documents such as passports and driving licences. For the full list visit our prohibited and restricted items page.

What are restricted items?

Restricted items can be accepted and forwarded but are not covered against loss or damage under any circumstances. Restricted items include: jewellery and watches, electronic devices containing batteries (laptops, tablets, smartphones), glassware, televisions, antiques, works of art, liquids and personal effects. We recommend arranging independent transit insurance for any high-value restricted item before requesting an international shipment.

What happens if a prohibited item is sent to my Send2Hub address?

If we receive a parcel containing prohibited goods we will notify you immediately and request that you arrange for the item to be returned to the sender. Send2Hub reserves the right to discard prohibited items that cannot be returned. Where prohibited items suggest unlawful activity, the appropriate authorities will be informed.

Can I send electronic devices containing batteries?

Yes — devices containing lithium batteries such as laptops, smartphones and tablets can be accepted and forwarded as restricted items. Standalone batteries and power banks are prohibited and cannot be forwarded under any circumstances. From 1 January 2026, IATA regulations require all lithium-ion batteries in devices shipped by air to be charged to no more than 30% of their rated capacity.

Can I send perfume or aerosol products?

No. Perfumes, fragrances and all aerosol products are prohibited items at Send2Hub and cannot be accepted or forwarded under any circumstances. Skincare products in non-aerosol formats — creams, serums, oils and cleansers — can be forwarded without restriction.

I am not sure if my item is prohibited — what should I do?

Always check our prohibited and restricted items page before ordering. If you are still unsure, contact us via the contact us form below before sending the item to our warehouse. Do not send any item you are uncertain about — items that arrive and are found to be prohibited cannot always be returned to sender.