TERMS AND CONDITIONS

These Terms and Conditions apply to all delivery and related services provided by Oddisey Ltd trading as UkayExpress.

By placing an order, making payment or handing a parcel to UkayExpress or one of our delivery partners, you confirm that you have read and accepted these Terms and Conditions.

1. Company Information

Oddisey Ltd is registered in England and Wales.
Company number: 07864942
Registered address: Unit 1, Cromwell Industrial Estate, Staffa Road, London E10 7QZ
Email: info@ukayexpress.com

UkayExpress is a trading service operated by Oddisey Ltd.

2. Our Services

UkayExpress provides parcel collection, transportation and international delivery services.
Depending on the destination and selected service, parcels may be delivered by UkayExpress or one of our postal, courier or logistics partners.
Available services, delivery methods, parcel limits and delivery times vary by destination.
Some services provide home delivery, while others require the recipient to collect the parcel from a local post office or collection point.
We may change the carrier, route or delivery partner where reasonably necessary to complete the delivery.

3. Delivery Times

All delivery times shown on our website are estimated working days and are not guaranteed unless specifically stated otherwise.
Delivery times may be affected by customs clearance, the destination region, public holidays, weather, transport disruption, sanctions checks or other circumstances outside our control.
Customs processing time is not included in the estimated delivery time where additional clearance is required.

4. Customer Responsibilities

The customer is responsible for providing:

• correct sender and recipient details;
• a complete delivery address and postcode;
• valid telephone numbers;
• an accurate description of every item;
• the correct quantity and value of the goods;
• accurate parcel weight and dimensions; and
• any documents requested for customs or transportation.

The customer must ensure that the contents are permitted for transportation and comply with the rules of the origin, transit and destination countries.
Providing incorrect or incomplete information may result in delays, additional charges, return or refusal of the parcel.

5. Customs Declarations

International parcels must have a complete and accurate customs declaration.
Each type of item should be listed separately with its:
description · quantity · value

Do not use general descriptions such as “personal items”, “stuff”, “goods” or “gifts” where a more accurate description can be provided.
If two or more identical items are included, the correct quantity and total value for that line should be declared.
The declared value must be genuine. Customs may request receipts, invoices or other proof of value.
Where UkayExpress or a delivery partner prepares customs documents using information provided by the customer, the customer remains responsible for the accuracy of that information.

6. Customs Duties and Import Rules

Every destination country has its own customs rules.
Duty-free limits, taxes and import requirements may depend on the destination, value, type of goods and other circumstances and may change.
Any customs limits shown on our website are provided as general information only. Customers should check the current requirements before sending.
If customs duties, taxes, storage or clearance charges are applied, these are normally payable by the sender or recipient unless specifically included in the purchased service.
Customs authorities may request additional information or documents from the sender or recipient.
Failure to provide the requested information may result in delay, return, storage charges, confiscation or other action by customs.

7. Sanctions and Export Restrictions

International shipments may be subject to sanctions and export restrictions.
Additional restrictions apply to certain goods sent to Russia and Belarus.
Restrictions may depend on the type and value of the goods, destination, recipient or intended use.
Customers must check the current sanctions and restricted-items information before sending.
UkayExpress may request additional information about the goods or recipient and may refuse or hold a parcel if we cannot confirm that it can legally be transported.
Acceptance or collection of a parcel does not automatically mean that all items inside have been approved for export or import.
Customers must not use another country or recipient to avoid applicable sanctions or export restrictions.
The sanctions information published on our website is provided as general guidance and may change. The fact that an item is not specifically mentioned on our website does not automatically mean that it is permitted.

8. Prohibited, Restricted and Dangerous Goods

Some items are prohibited or restricted depending on the destination and delivery method.
These may include:

• weapons, ammunition and explosives;
• flammable or dangerous substances;
• aerosols and compressed gases;
• batteries and certain battery-powered devices;
• liquids, perfumes and some cosmetics;
• medicines and veterinary products;
• alcohol and tobacco;
• perishable goods;
• meat, dairy and certain animal products;
• plants and biological materials;
• cash and certain financial instruments; and
• other goods restricted by customs, law or the selected carrier.

Restrictions may be different for road and air transportation.
This is not a complete list. Customers must check our Restricted Items and Dangerous Goods information before sending.
UkayExpress may refuse a parcel containing goods that cannot be safely or legally transported.

9. Packaging

Parcels must be packed securely and be suitable for transportation and automated sorting.
We recommend using a strong cardboard box appropriate for the weight and contents.
Items should not move freely inside the parcel. Suitable protective material should be used where necessary.
Sharp or pointed items must be completely protected so they cannot damage the packaging or injure anyone handling the parcel.
Liquids must be securely sealed and protected against leakage.
Fragile items must be appropriately protected.
Parcels packed in bags, sacks, unsuitable wrapping, irregular packaging or packaging that requires additional manual handling may be refused or subject to an additional handling charge.

Documents

Documents should be placed in suitable protective packaging. Where appropriate, we recommend using a small rigid box rather than an unprotected paper envelope.
Packaging is included when calculating the total parcel weight and dimensions.

10. Weight and Dimensions

Customers must enter the correct parcel weight and dimensions when booking.
Parcels may be reweighed and remeasured by UkayExpress or our delivery partners.
Depending on the service, the delivery price may be calculated using the actual or volumetric weight.
If the actual weight or dimensions are greater than declared, an additional charge may apply.
Oversized parcels or parcels exceeding the maximum permitted dimensions may be subject to additional charges or refused.
Current weight and size limits are shown for each service on our website.

11. Collection and Drop-Off

The parcel must be ready, correctly packed and labelled before collection or drop-off.
Where a shipping label is provided, the customer must attach the correct label securely to the parcel.
If you cannot print or attach a required label, please contact us before handing the parcel to the courier.
Collection times are estimated and may be affected by circumstances outside our control.
Failed collections caused by incorrect information, unsuitable packaging or the parcel not being ready may result in an additional charge.

12. Delivery

Delivery arrangements depend on the selected service and destination.
A parcel may be:

• delivered to the recipient's address;
• delivered to a post office or collection point;
• held for customs clearance; or
• made available for collection.

Home delivery is only available where it is included in the selected service.
The recipient is responsible for following tracking updates and responding to requests from the local postal operator, courier or customs authority.
Where a parcel is not collected or accepted within the required period, it may be returned, stored or otherwise handled according to the local carrier’s rules.

13. Tracking

Tracking is available for services marked as tracked.
Tracking information is provided by UkayExpress and/or the postal or courier companies involved in transportation.
Tracking updates may not appear immediately and may vary between countries and delivery partners.
A temporary absence of a tracking update does not necessarily mean that the parcel has been lost.

14. Prices and Payment

The price shown when booking is based on the information provided by the customer.
Payment must normally be received before transportation begins.
Additional charges may apply for:

• additional or undeclared weight;
• oversized parcels;
• volumetric weight;
• unsuitable or non-standard packaging;
• manual handling;
• storage;
• repacking;
• return or redirection;
• customs or carrier charges; or
• other services not included in the original booking.

Where possible, we will notify the customer of additional charges before continuing transportation.
A parcel may be held until outstanding charges are paid.

15. Insurance

Insurance depends on the selected service.
Most eligible parcels include basic cover up to USD 100 for total loss of the entire parcel during transit.
Services with different basic cover, including certain small-packet services, will show the applicable amount at the time of booking.
Where available, extended insurance costs 5% of the value declared by the customer for insurance purposes.
For example, if a parcel is insured for USD 500, the extended insurance charge is USD 25.
Proof of value, such as receipts or invoices, may be required.

Basic and extended insurance cover total loss of the entire parcel only.
They do not cover:

• delay;
• partial loss;
• damage;
• customs confiscation or destruction;
• return caused by customs or import restrictions; or
• other circumstances excluded under these Terms.

Fragile items such as glass, ceramics, televisions, phones and other delicate goods are not insured against breakage or damage.

16. Claims

Claims should be submitted in writing to info@ukayexpress.com.
Customers should contact us as soon as possible after becoming aware of a problem.
We may request:

• proof of value;
• shipping documents;
• photographs;
• packaging information;
• tracking information; and
• other evidence reasonably required to investigate the claim.

If a parcel arrives damaged, opened or with items missing, the recipient should, where possible, inspect it in the presence of the postal employee or courier and request an official report.
Failure to provide available evidence may affect our ability to investigate the claim.
International investigations may take up to three months in some cases.

17. Customs Inspection, Confiscation and Return

Customs and other government authorities may open, inspect, hold, refuse, confiscate, return or destroy a parcel.
UkayExpress cannot control decisions made by customs or other competent authorities.
Where this happens because of prohibited contents, sanctions, an incorrect declaration, missing documentation or other customer-related non-compliance, any resulting storage, return, disposal or other charges are the customer’s responsibility.
Customs clearance at one stage of transportation does not guarantee that the parcel will be accepted at another stage or by the destination country.

18. Undeliverable and Returned Parcels

A parcel may be undeliverable because of:

• an incorrect or incomplete address;
• recipient refusal;
• failure to collect;
• unpaid customs charges;
• customs restrictions;
• sanctions;
• unsuccessful delivery attempts; or
• other circumstances outside our control.

Return of an international parcel cannot always be guaranteed.
Where return is possible, additional transportation, customs, storage or administration charges may apply.
Where return is not possible, the parcel may be dealt with according to the requirements of the carrier, customs authority or applicable law.
The original shipping charge is not automatically refundable where a parcel cannot be delivered for reasons outside our control.

19. Cancellation and Refunds

Cancellation and refund conditions depend on the selected service and whether collection or transportation has already started.
Where cancellation is permitted before collection, the applicable cancellation conditions shown at the time of booking will apply.
Once a parcel has been collected, dropped off or entered the transportation network, the shipping charge is normally non-refundable unless required by law or the service was not provided because of an error by UkayExpress.
Any costs already incurred in providing the service may be deducted where permitted.
Approved refunds are normally returned using the original payment method.

20. Events Outside Our Control

We are not responsible for delays or failure caused by circumstances outside our reasonable control, including:

• severe weather or natural disasters;
• war or civil disturbance;
• strikes;
• government action;
• sanctions or changes in regulations;
• border or transport-route closures;
• suspension of postal, airline or courier services;
• customs disruption; and
• other similar events.

Where reasonably possible, we will try to minimise disruption or offer an alternative solution.

21. Liability

Nothing in these Terms excludes any rights or liability that cannot legally be excluded.
Subject to applicable law, UkayExpress is not responsible for indirect or consequential losses, loss of profit or business arising from a shipment.
Compensation for a lost parcel is subject to the applicable insurance cover and exclusions described in these Terms.
The customer is responsible for reasonable costs incurred as a direct result of prohibited goods, deliberately incorrect declarations, sanctions violations, unsafe packaging or other material breaches of these Terms.

22. Privacy and Personal Information

Personal information is processed in accordance with our Privacy Policy.
To provide international delivery services, information may be shared where necessary with postal operators, couriers, customs authorities, border agencies and other organisations involved in transportation or customs clearance.
We may also provide shipment information to competent authorities where required or permitted by law.

23. Changes to Services and Information

International delivery, customs and sanctions rules change regularly.
We take reasonable steps to keep the information on our website up to date, but restrictions, delivery routes, carriers, prices and customs requirements may change.
The latest information shown for the selected service should always be checked before sending.
We may update these Terms where necessary. The current version and revision date will be published on our website.

24. Governing Law

These Terms are governed by the laws of England and Wales.
Nothing in these Terms affects any mandatory rights available to consumers under applicable law.

25. Contact Us

For questions about a shipment, customs requirements, restricted goods or these Terms:

Oddisey Ltd / UkayExpress
Unit 1, Cromwell Industrial Estate
Staffa Road
London E10 7QZ
United Kingdom
Email: info@ukayexpress.com