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FAQ Parcel Connect
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Packaging guide
We operate a parcel collection and delivery service. All items must be securely and sufficiently packaged to protect the contents. Your parcel will be handled several times by hand as it travels through our system. The item must be cushioned, protected, have suitable outer packaging and the corners protected.
If the item is not correctly packaged the Courier Franchisee may refuse to collect it or if the contents aren't protected adequately, any claim will be invalidated if damage occurs in transit.
a). Find the proper size box for your delivery as boxes which are too small may be liable to puncture outward and boxes that are too large are likely to collapse if another parcel is placed on top of it during delivery.
b). Choose a good quality box - look for double-walled boxes, especially for deliveries that contain fragile items. Recycling packaging is encouraged; just make sure that the box isn’t ripped or punctured before you use it.
c). Make use of cushioning items such as bubble wrap, packing peanuts, foam, even newspaper to pad everything. Whatever you choose, make sure that it's enough to prevent any damage. More fragile items will require more careful packing.
d). Secure everything with packing tape - once you have the right box and packing material, it’s simply a matter of taping it all up, so it doesn’t open during transport. Make sure that you use packing tape for this process. Regular tape usually isn’t strong enough to secure a parcel properly.
If the item is not correctly packaged the Courier Franchisee may refuse to collect it or if the contents aren't protected adequately, any claim will be invalidated if damage occurs in transit.
a). Find the proper size box for your delivery as boxes which are too small may be liable to puncture outward and boxes that are too large are likely to collapse if another parcel is placed on top of it during delivery.
b). Choose a good quality box - look for double-walled boxes, especially for deliveries that contain fragile items. Recycling packaging is encouraged; just make sure that the box isn’t ripped or punctured before you use it.
c). Make use of cushioning items such as bubble wrap, packing peanuts, foam, even newspaper to pad everything. Whatever you choose, make sure that it's enough to prevent any damage. More fragile items will require more careful packing.
d). Secure everything with packing tape - once you have the right box and packing material, it’s simply a matter of taping it all up, so it doesn’t open during transport. Make sure that you use packing tape for this process. Regular tape usually isn’t strong enough to secure a parcel properly.
What happens if I don't receive a confirmation email?
You're sent a confirmation email, with all the transaction details and tracking number(s), once the transaction is complete and we have received payment.
How does Parcel Connect work? Parcel Connect allows you to have your parcel(s) picked up from or delivered to one of the many Parcel Connect stores throughout Ireland.
When placing your order on the website, you simply choose your local Parcel Connect store from the interactive map and the address details will populate the collection section.
You can elect to pay for the service online with your credit or laser card, or you can decide to pay for the service instore when you're dropping off your parcel(s).
You'll receive a confirmation email with the address label(s) attached. You must print these out and place on each parcel. The Parcel Connect store won't accept any parcels without this address label.
You'll receive a receipt from the Parcel Connect store.
Your parcel will then be picked up by your local Courier Franchisee they next time they're in the Parcel Connect store (each working day) and deliver your parcel(s) as instructed.
You'll receive an SMS to let you know your parcel has been collected.
If you want your parcel delivered to a Parcel Connect store, you select the appropriate store from the interactive map and the address details will populate the delivery section. Payment must be made online for this service.
- If you haven't received the confirmation email within five minutes, then the payment process has not been successful and you'll need to complete the transaction again.
- When the transaction is successful, you'll see the thank you message, which states that the confirmation email will be sent.
- The transaction is not successful, you'll see a message which states that a problem has occurred.
How does Parcel Connect work? Parcel Connect allows you to have your parcel(s) picked up from or delivered to one of the many Parcel Connect stores throughout Ireland.
When placing your order on the website, you simply choose your local Parcel Connect store from the interactive map and the address details will populate the collection section.
You can elect to pay for the service online with your credit or laser card, or you can decide to pay for the service instore when you're dropping off your parcel(s).
You'll receive a confirmation email with the address label(s) attached. You must print these out and place on each parcel. The Parcel Connect store won't accept any parcels without this address label.
You'll receive a receipt from the Parcel Connect store.
Your parcel will then be picked up by your local Courier Franchisee they next time they're in the Parcel Connect store (each working day) and deliver your parcel(s) as instructed.
You'll receive an SMS to let you know your parcel has been collected.
If you want your parcel delivered to a Parcel Connect store, you select the appropriate store from the interactive map and the address details will populate the delivery section. Payment must be made online for this service.
What's the weight limit?
Our weight limit for Parcel Connect stores is 20kg or cubic equivalent. Please click here to see our Cubing guide
For home, office or other collection stores (not Parcel Connect stores) the weight limit is 30kg or cubic equivalent.
For home, office or other collection stores (not Parcel Connect stores) the weight limit is 30kg or cubic equivalent.
What's the maximum size?
- The maximum length of a parcel sent via a Parcel Connect store is 1.5m to Ireland and/or the UK.
- The maximum length of a parcel sent from home, office or other location (collected by courier) is 2m within Ireland and 1.5m going to the UK.
- The total maximum size of parcels sent from home, office or other location (not Parcel Connect store) is 30kg dead or cubic equivalent. If the cubed weight is greater than the dead weight, the cubed rate will be used to calculate your quote. Please click here to see our Cubing guide. The total maximum size of parcels send via Parcel Connect store is 20kg dead or cubic equivalent.
Are there anythings you don’t carry?
Yes, we don’t carry the following items:
The following items may be carried but at owner's risk and is therefore uninsured
- Hazardous or dangerous goods such as flammables, toxins, acid, aerosols, oils, fuels,second hand car parts, paints and asbestos.
- Animals, pets or livestock
- Chemicals or cement
- oversized/overweight freight (exceeding 20kg or cubic equivalent for Parcel Connect stores and 30kg or cubic equivalent for home, office or other collection location)
- freight in excess of 2 meters in length within Ireland and Northern Ireland and in excess of 1.5 meters in length going to Great Britain
The following items may be carried but at owner's risk and is therefore uninsured
- Items containing glass
- Foodstuffs requiring refrigeration or any food not packed or that may deteriorate if exposed
- Legal tender including cash, gold and precious gems
When will my parcel be picked up and delivered?
We'll pick up your parcel when it's ready. On the Address section, we ask you when the parcel will be ready for collection. You simply let us know when! You'll be contacted the evening before or the morning of the scheduled collection to let you know when the courier will be in your area. (within a three hour window.)
If you elect to have your parcel(s) picked up or delivered to a Parcel Connect store, these will be picked up by the Courier Franchisee when they're in the area that day. We don't provide a timed pick up or delivery service
Your parcel will be delivered the next working day within Ireland, including Northern Ireland and within 3 working days to Great Britain.
In some instances, the person we are delivering to won’t be at home to receive the parcel. If this happens, we'll leave them a calling card to let them know we tried to deliver the parcel and to contact the Courier Franchisee to rearrange the delivery, either on another day, to an alternative local location, to a safe delivery location or to a Parcel Connect store.
If you elect to have your parcel(s) picked up or delivered to a Parcel Connect store, these will be picked up by the Courier Franchisee when they're in the area that day. We don't provide a timed pick up or delivery service
Your parcel will be delivered the next working day within Ireland, including Northern Ireland and within 3 working days to Great Britain.
In some instances, the person we are delivering to won’t be at home to receive the parcel. If this happens, we'll leave them a calling card to let them know we tried to deliver the parcel and to contact the Courier Franchisee to rearrange the delivery, either on another day, to an alternative local location, to a safe delivery location or to a Parcel Connect store.
I send parcels all the time, what can you do for me?
If you send parcels regularly, please go to the Contact us section for details on how to contact your local Fastway Couriers regional depot.
Can I arrange to have my parcel picked up at a certain time?
We don't have a timed collection or delivery service. Our Courier Franchisees operate on a route, like a bus or train. They'll contact you the evening before or the morning of the scheduled collection to let you know when they will be in your area(within a three hour window). Alternatively, you can arrange to have your parcels picked up from your local Parcel Connect store where you can drop them off at a time convenient to you. If the Courier Franchisee has already passed by the Parcel Connect store that day, your parcel(s) won't be collected until the following working day.
Up to what time can I order a next day collection?
You can arrange a next day collection up to 6pm the day before. Any orders we receive after 6pm will be collected two working days later. e.g. an order placed before 6pm on a Monday can be collected on the Tuesday but an order placed after 6pm on a Monday cannot be collected until the Wednesday.
Our Courier Franchisee will collect from our Parcel Connect stores each morning. If your parcel isn't in-store by that time, it won’t be picked up until the next day. You'll receive an SMS to let you know it's been picked up.
Our Courier Franchisee will collect from our Parcel Connect stores each morning. If your parcel isn't in-store by that time, it won’t be picked up until the next day. You'll receive an SMS to let you know it's been picked up.
What happens if I’m not at home when you arrive to pick up the parcel?
We don’t want you to have to take a day off work or spend your day waiting for us. We'll contact you the evening before or the morning of the scheduled collection to let you know when we'll be in your area. (within a three hour window)
If you know you won’t be at home, you can arrange for us to pick up the parcel at your work place, at a neighbours’ house or at your local Parcel Connect store. Simply fill in that information in the Pick-up section.
If you need to pop out during the collection window, you could leave the parcel in a safe pick up location e.g. garage or a shed but you must contact the Courier Franchisee to let them know where you have left the parcel.
If this isn’t possible, we'll leave you a note to say we've tried to pick up the parcel. However, if the parcel isn't ready when you have stated, your Courier Franchisee is under no obligation to return to your address. We'll deem this as an attempted pick up and you'll have to order and pay for another collection via our website.
If you know you won’t be at home, you can arrange for us to pick up the parcel at your work place, at a neighbours’ house or at your local Parcel Connect store. Simply fill in that information in the Pick-up section.
If you need to pop out during the collection window, you could leave the parcel in a safe pick up location e.g. garage or a shed but you must contact the Courier Franchisee to let them know where you have left the parcel.
If this isn’t possible, we'll leave you a note to say we've tried to pick up the parcel. However, if the parcel isn't ready when you have stated, your Courier Franchisee is under no obligation to return to your address. We'll deem this as an attempted pick up and you'll have to order and pay for another collection via our website.
Can I leave a note for the driver?
You can add a note during the booking process. There's a special instructions field in the parcel section.
Do I need to print out the label myself?
This depends on where you elect to have your parcel(s) picked up.
If you're arranging for the Courier Franchisee to pick up from you directly, the Courier Franchisee will take the label(s) with them.
If you're arranging to have your parcel(s) picked up at a Parcel Connect store, you'll need to print the label yourself. This is to ensure that parcel(s) aren't left at a Parcel Connect store without the relevant delivery information included. You'll be sent a PDF of the label(s) in your confirmation email that you can print.
Please ensure these are placed on the correct individual parcel(s).
If you're arranging for the Courier Franchisee to pick up from you directly, the Courier Franchisee will take the label(s) with them.
If you're arranging to have your parcel(s) picked up at a Parcel Connect store, you'll need to print the label yourself. This is to ensure that parcel(s) aren't left at a Parcel Connect store without the relevant delivery information included. You'll be sent a PDF of the label(s) in your confirmation email that you can print.
Please ensure these are placed on the correct individual parcel(s).
Cost calculation
The cost is based on the greater of the dead weight and cubed weight of your parcel, so you'll need to fill in the weight of the parcel. To offer you the most competitive prices, we've broken down our weights to:
Up to 2kg
2.1kg to 5Kg
5.1Kg to 15Kg
15.1kg to 30kg
The correct weight label must be purchased for the weight of your parcel(s). If a lower weight label is purchased, our Courier Franchisee is not obliged to pick your parcel up and you'll have to order and pay for another collection via our website.
The correct weight label must be purchased for the weight of your parcel(s). If a lower weight label is purchased, our Courier Franchisee is not obliged to pick your parcel up and you'll have to order and pay for another collection via our website.
I have several parcels to go from here to the same address, how do I arrange this?
You'll need to include all individual parcels on your order. You have the option to select multiple parcels when ordering. This ensures each parcel is fully insured and is given its own individual tracking number. Remember, our prices are per parcel.
What happens if I want to change/cancel my booking?
During the booking process, all information must be thoroughly checked and confirmed before proceeding to payments. After this time, no amendments may be made. You may cancel the Contract at any time by sending an email with the label numbers to the email address provided on your confirmation email. Please note that any fees charged by us for the services are non refundable.
I want my parcel collected on Saturday / Sunday / bank holiday... is that possible?
We're unable to collect on Saturdays, Sundays or Bank Holidays. We operate Monday to Friday only.
My parcel wasn’t collected on the day I wanted, what do I do?
In the unlikely event that your parcel can't be collected for reasons beyond our control, our Courier Franchisee will contact you to arrange an alternative solution / collection time. We're committed to a very high standard of customer service and will endeavor to expedite delivery of your parcel if such circumstances arise.
Our Courier Franchisees pick up from our Parcel Connect stores in the morning. If your parcel isn't in-store by this time, your parcel will be picked up the following working day.
Our Courier Franchisees pick up from our Parcel Connect stores in the morning. If your parcel isn't in-store by this time, your parcel will be picked up the following working day.
Do you deliver to post boxes?
No. All deliveries must have a valid address as we require a signature to deliver the parcel.
The web site keeps telling me my parcel is over size or over weight.
We carry parcels up to 30kg or cubic equivalent if collected from home, office or other non-store location. We carry parcels up to 20kg or cubic equivalent if collected from a Parcel Connect store. The maximum length we carry is 2m in Ireland (and collected from home, office or other non-store location) and 1.5m if collected in store or going to the UK. If your parcel exceeds these limits, we're unable to collect it.
Can I pay by credit/debit card over the phone?
The only way to arrange a pick-up and delivery is via this website. We don't take orders over the phone.
My parcel has arrived damaged, what do I do?
If your parcel was sufficiently packaged and damage has occurred, insurance cover of up to €50/£30 is provided on each parcel. You must fill in the Parcel Connect insurance claim form and email it to enquiries@parcelconnect.ie within 24 hours of the parcel being delivered along with a photo of the damage.
Some types of items aren't covered by our insurance. Please click here for further details.
Click here to download our Claim form
Some types of items aren't covered by our insurance. Please click here for further details.
Click here to download our Claim form
Payment Options
We accept payment with Visa, Visa Electron, Mastercard, Maestro and Laser. We've partnered with SagePay to make payment transactions easy and secure.
Can I track my parcel?
Of course! From the moment the parcel is scanned when we pick it up, you can see where the parcel is. On the main menu you will see an option to track parcel. Enter your tracking number here and click ‘Track’ button to check your parcel’s status. If your parcel is going to the UK, please contact us using the email address provided in your confirmation email and we'll reply with a tracking update from our UK delivery partner
Do you include insurance?
Yes we do. Each parcel is covered for up to €50/£30. However, there are some items that aren't covered by our insurance policy such as glass. For more details, please click here.
How do I get a tax invoice?
There is a link to a PDF with the relevant VAT details regarding your order on your confirmation email.