Who is to blame when things go wrong ?

It is very important to remember that Fast Lane are the "Compare the Market" or "Go Compare" for the courier industry and as such have no control over collections, deliveries or customs procedures. What Fast Lane excel at, is dealing with the largest global shipping agents in the world on your behalf, to facilitate to smoothest possible transportation of your consignments. When things go wrong, we are the best in the business at fixing the issues and taking the stress and pressure out of your hands. We also have access to higher levels of customer care within the global agents, speeding up the process and correcting any difficulties you may incur.

What happens if my parcel is not collected on time ?

Whilst remembering that Fast Lane are the "Compare the Market" or "Go Compare" for the courier industry, it is important to remember that the collections are not carried out by our drivers but those of the agents you have chosen at the time of the booking. If failures do occur, Fast Lane's helpful customer services team ascertain from the agent any issues or problems and then will assist you in rearranging another suitable collection time.

It is necessary to note that collection times are not guaranteed. Although missed or late collections are uncommon, it is impossible to accurately estimate the exact time a driver making hundreds of collections will arrive at each point.

Collections cannot be made on weekends or bank/national holidays, these will vary per collection country.

Do I get compensated if my parcel is not delivered on time ?

The transit times shown on our site have been taken directly from the shipping agents and are estimated times for major cities. Outlying or rural areas, islands or problematic areas may take longer and delays due to weather and customs procedures can occur.

If however the delivery time is recognised by the agent as being outside of their usually high efficiency levels, there may be a case for a refund in part or whole of the transit costs. It is important to once again recognise that Fast Lane do not facilitate these deliveries in any way and are beyond their control, but they will act on your behalf to obtain the refunds from your chosen agent where applicable. Please note consequential loss will never be paid by any delivery agent.

Who pays the customs charges ?

Customs or import tax, are at the discretion of the customs officials in the receiving country, and therefore cannot be calculated prior to delivery. These charges are beyond the control of both Fast Lane and your chosen agent. It is the responsibility of the recipient to pay these extra fees, should they arise. If the recipient does not pay these fees, your consignment may be returned automatically at your cost and may still include the customs duties.