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Terms and Conditions of our Services

Welcome to Iberia Impex's website, as a user of this website you acknowledge that you are bound to our terms and conditions below.

 

Definitions
Listed below are the terms that will be found in these terms of carriage:

Consignment - A parcel or a group of parcels sent to a single address.

Shipping Labels - The documentation placed on the parcel.
Consignee/Receiver/Recipient - The person who is receiving the consignment.
Working Day - Monday to Friday from 8.00-17.00 (BST), excluding public and bank holidays.
Third Party - The order placed through Iberia Impex utilising the account that Iberia Impex has with the carrier.

 

Obligation to our customers

Iberia Impex will sometimes arrange collection and delivery of the consignment(s) with a major reputable carrier, other times Iberia Impex will use their own personnel to collect and deliver. Details of this can be requested from Iberia Impex's customer service personnel upon service usage agreement.
If a carrier is used, they have the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large. Details of pallet size restrictions can be found on Iberia Impex homepage or can be requested from Iberia Impex's customer service team. Details of how the consignment is packaged will be requested upon service usage agreement and advice will be given if it is stated to be outside of the requirements. However Iberia Impex will be not held accountable if the consignment is found to be outside of the size and packaging requirements. Iberia Impex will disclose the reason for any carrier refusing a consignment and work with the client to rectify the issue and get the consignment to its recipient.
In addition, Iberia Impex has the right to refuse any order/client request.
All queries/claims must be directed through http://www.iberiaimpex.com via the contact us page or insurance page. If a carrier used is contacted directly Iberia Impex may not be able to assist with later queries/claims.
If collection/delivery is arranged and not carried out Iberia Impex's customer service team will attempt to contact the client, but it is the client's responsibility to make communication to re-arrange collection/delivery. 
Iberia Impex cannot deliver to a PO Box. If a consignment is collected and returned for this reason, no refund will be given and extra costs may occur.
Payment will be arranged by Iberia Impex's customer service team and taken at a time agreed on by both the client and Iberia Impex. Invoices and payment breakdowns are available upon request if not already provided to the client by Iberia Impex's customer service team. 
Tracking is available through the tracking page on the Iberia Impex website. Hard copy Proof of Delivery (POD) can be sent upon request made to the Iberia Impex's customer service team.

 

Prohibited Items & Items with limited liability

Iberia Impex's system allows for some 'dangerous goods' to be sent via their services however clients must detail the goods included in their consignments. If the consignment is found to include prohibited items and items with limited liability Iberia Impex reserves the rights to deny accountability and send any information requested to the relevant authorities. Insurance and consignment payments may not be requested by the client in this instance and any outstanding balance may still be requested from the client.

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Collection & Delivery

Iberia Impex's customer service team will arrange collection and delivery within a time slot to suit their clients. Additional client instructions for delivery and collection can be discussed and acted upon. Please note the time slot is not guaranteed and subject to change by unforeseen issues such as weather and custom checks taking longer than usual, however Iberia Impex's customer service team will keep the client and/or recipient informed of any changes. If collection/delivery is arranged and not carried out Iberia Impex's customer service team will attempt to contact the client, but it is the client's responsibility to make communication to re-arrange collection/delivery. Iberia Impex cannot deliver to a PO Box. If a consignment is collected and returned for this reason, no refund will be given and extra costs may occur.


On selected European road services the automated system will email barcode labels which must be attached to the goods by the sender. This will ensure the consignment travels on the correct road service to the final destination. For this type of services NO other labels are accepted and extra charges will occur if manual labels are filled in at the time of collections or if any other labels are used to ship the freight through the carrier's network. The difference in price between the express air service and the amount paid initially will be charged to the customer. It is the customer's responsibility to ensure the sender has the correct barcode labels and they are being used prior to the goods being collected.
Also, if we collect/deliver from/to Europe or oversea, we may require a working contact number from the respective country, the collection or delivery depots from the respective countries cannot always contact UK phone numbers.
On occasion, we may agree to supply pallets for an additional cost. This must be arranged with the customer service team at the time of booking and paid for before the collection is due to take place. If you are booking a pallet service, please use a Euro Pallet, or a UK pallet. All the carriers within the UK can only handle these 2 pallet types. Please make sure you do not use an American pallet, as it is not transportable through our services. Also, the pallet you are using must be a 4-way pallet, so it can be easily handled by a pump-truck. Please note that pallets must be placed on a hard and even surface (i.e concrete, tarmac). 
Please ensure you or somebody else are in on the collection day that you request. A surcharge will be applied if you are out when the driver attempts to collect for all parcel collections and a surcharge will be applied for all pallet and heavyweight (consignments over 70 kg) collections. Any failed pallet delivery is subject to charge. This charge is applicable for each failed delivery attempt.
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
Any items over 35 kg must be suitably packaged for mechanical handling and might require 24-48 hrs notice depending on carrier and service. These collections/deliveries are handled by heavyweight vehicles (7.5t, 18t or 40t lorries) and it is the paying customer's responsibility to offer easy access and/or inform the company of any restricted access to the collection/delivery point. 
Deliveries cancelled after a consignment has been collected will NOT be refunded. They will be returned to the collection point or redirected to a third party, as per the customer’s written instructions, and a surcharge will apply. We will confirm the extra costs for any of the mentioned charges in writing.
Part and full load bookings are non-refundable if cancelled on the day of collection OR on the previous working day. We define part loads as any loads of 7 or more pallets. If, though no fault of our own, we are unable to deliver a part or full load consignment, the return costs will be payable at a minimum of 100% of the original journey. If the delivery of a part or full load is unsuccessful we can provide storage for 24 hours, after which time the disposal or rerouting of the goods will also become payable. We will confirm the costs for any of the above mentioned charges in writing.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a re delivery is necessary.
Please note that all guaranteed services start once the consignment is collected. No refund / discount will be given for failed collections. . If collection/delivery is arranged and not carried out Iberia Impex's customer service team will attempt to contact the client, but it is the client's responsibility to make communication to re-arrange collection/delivery.
In the event the recipient is not at the delivery address when the driver delivers, they will either follow instructions given by the client or return the parcel to the depot. Some of the carriers we use may leave a calling card advising of the action that has been taken, but this is not guaranteed. The goods will be kept by us/our carriers for 7 days following the failed delivery attempt, time during which we will be contacting the client in order to make other delivery arrangements. These delivery arrangements will require an extra cost and the customer will be informed. Should we not receive a response or an agreement be reached within 7 days we reserve the right to dispose of the goods or return to sender.
Third Party Collections / Three Way Collections / Freight Forward Collections, this is where the customer is arranging a collection from a remote address. It is the customers' responsibility to ensure there is somebody at the remote collection address to hand the goods to the driver. The customer may incur a surcharge if an attempted collection fails from a third party address. Tracking will not be available until the package has been actually been collected by the carrier.

 

Covid 19 – Safe working practice

Iberia Impex's collectors and delivery drivers are asked to wear masks and abide by Covid 19 safe working practices where possible to ensure the safety of their clients and recipients. Iberia Impex asks any partners adhere to the safe working practices too. In some instances for Iberia Impex's proof of delivery service Iberia Impex delivery drivers may take photographic evidence of the delivered consignment rather than a signature in order to comply with the safe working practices. Iberia Impex appreciates their clients and recipients co-operation during this difficult time.

 

Customs Clearance, VAT and Duty payments

Customs charges, VAT, Duty and any other taxes must be paid in addition by the sender or receiver before delivery is made, through Iberia Impex's customs clearance service Iberia Impex will breakdown the costs required. Iberia Impex reserve the right to pass these charges directly onto the person that placed the order.

As the paying customer you are responsible for ensuring the consignee is able to clear the goods into the destination country. In the event that the consignee becomes unreachable, cannot clear the freight or refuses to clear the freight, the sender/customer is liable to pay for either the return or abandonment charges.

When goods are imported into the UK, they can be sent DDU (DELIVERED DUTY UNPAID) which means the consignee (receiver of the goods) will be liable to be making the payment for all customs charges (this will include VAT and duty charges).

In the event that one of our carrier's vehicles is stopped by customs or government officials due to irregularities and/or alleged illegal activities, any fines will be payable by the paying customer. We reserve the right to charge the paying customer in order to cover these unexpected costs/charges.

 

Surcharges

By submitting the weight and dimensions of your consignment(s) you are pre-paying for the postage. If the consignment(s) is/are heavier or larger, the additional weight will be requested. Additional charges will be confirmed in writing.
Please ensure you or somebody else are in on the collection day that you request. A surcharge will be applied if you are out when the driver attempts to collect for all parcel collections and a surcharge will be applied for all pallet and heavyweight (consignments over 70 kg) collections.
Transit times must be checked for the service ordered. On some services, there will be a surcharge if a redelivery is necessary.
Some areas will be subject to a remote area surcharge. This cannot always be calculated by the customer service team at the time of booking. If the goods are going to be delivered to one of these areas you will be charged separately, after the booking had been completed.
If the consignment(s) has/have to be returned then the return charge is chargeable.
You are pre-paying for the postage charges. Any Customs charges will be passed on in addition should they arise. We may supply documentation to accompany your shipment. You will be advised of this at the time of service agreement. This must go with the shipment, if not your shipment could be delayed.
A charge will apply to all failed collections and per pallet space in the case of freight, heavy consignment or pallet collections. 

If palletised items are booked for and consequently sent on a parcel service, we reserve the right to charge the pallet rate.

Stackable/Non-stackable pallets: When non-stackable pallets are declared as stackable, surcharges will apply depending on the service and destinations you have chosen, furthermore, we strongly advise you to check the nature of your pallets before placing the order. (Your pallet is stackable when other freight can be safely placed on top of it).

When an order is cancelled at least one working day before the parcel(s) or pallet(s) collection date, you will be charged for a parcel service or for a pallet service (per pallet/per pallet space) and the remaining balance, if any, including VAT will be refunded to you. No refunds are made for an order cancelled with less than one clear working days notice before the collection date, or for orders booked with a same-day collection. In order to process any cancellation payments Iberia Impex must receive your written confirmation by email advising of your cancellation within the time limit stated above, together with the order number and collection date.

Any cancellations related to the lack of legally required documentation will attract a cancellation charge.

Insurance covers are non-refundable. Once insurance has been selected and paid for we will not be able to refund the amount paid.

Please ensure you enter the correct weight & dimensions of your packaged items. Please use scales and a tape measure. 

Manipulating the weights and dimensions to achieve a cheaper quote will result in an expensive surcharge. 

If any charges included in these terms and conditions become payable the business reserves the right to charge the card used at the time of booking.

 

Delay / Damage / Loss

Any item that is not declared will be exempt from any claim against delay, damage and loss. 
In respect of a late delivery the customer maybe able to claim a refund of the consignment charges paid for the service selected, please ask Iberia Impex's customer service team for further information.
There is no refund for the Non-Guaranteed Services.
Consignments collected and or delivered in certain areas in Scotland, Wales, Cornwall and Offshore Islands may be subject to a 24 hour delay.
Your consignment/s must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double walled box with further padding surrounding the item.
In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. Any claim will be rejected f the item is moved / repaired or if the packaging is not kept.
Any item traveling through our services must be able to withstand a short drop; fragile items should not be sent though our services without prior authorisation from our customer service team.  If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.
The recipient must carefully check all parcels and pallets immediately upon delivery and before signing for the goods. If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as 'DAMAGED'. If goods are missing, the recipient must sign 'INCOMPLETE' otherwise any claims will be refused. It is the senders' responsibility to inform the recipient of these terms and conditions.
The customer must advise us of a potential claim via Iberia Impex's customer service team or the insurance page on the Iberia Impex website as soon as possible after the goods are delivered. The claim must be submitted to us via http://www.iberiaimpex.com within 72 hours after the transit has ended. Please state your www.iberiaimpex.com order number and a detailed description of the claim if using the Iberia Impex contact us webpage. To submit the claim we will need (this list is not extensive and we may ask for more information):

  • Our online form fully filled in

  • Detailed description of the goods and packaging

  • Reason for claiming

  • Repair value if applicable, along with proof such as a written estimate or an invoice

  • Clear photos of goods and packaging in case of damage

  • Proof of both cost and sales value.

Allow 3-5 working days for us to review all details of the claim before we contact you.
Loss or damage under the following conditions will not be covered:

  • Act of God

  • Consequences of war

  • Insufficient packaging / Incorrect labeling

  • Prohibited or undeclared contents

Iberia Impex will deal with the person who placed the order only.
Liability is limited to the cost of sending the item only and to the Insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.
We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.

 

Complaints

We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact our customer service team who will pass your feedback onto management who will contact you directly.

 

Severability

If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.

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Statutory Rights

These terms and conditions are in addition to your statutory rights as a consumer, which remain unaffected.

 

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