Service Guide
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Contents
What is ParcelPREMIUM? .................................................................................................................. 3
Weight and Size limits ......................................................................................................................... 4
Operational Process Flow .................................................................................................................. 5
Packaging and labelling ...................................................................................................................... 6
Delivery Time ......................................................................................................................................... 7
Prohibited and Restricted Items. .................................................................................................. 10
Tracking ................................................................................................................................................. 12
Undeliverable ...................................................................................................................................... 13
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What is ParcelPREMIUM?
ParcelPREMIUM is our top solution for the
ecommerce industry, providing a domestic
buying experience for all your consumer
shipments worldwide.
If you are looking for a solution to send goods up
to 30kg that requires full tracking delivery
information as confirmation, ParcelPREMIUM is
the solution for you.
By directly accessing the best European and
global delivery networks we are able to combine
the tracking reliability of an Express service with
the price of a postal service.
ParcelPREMIUM is a fully tracked delivery
solution offering Proof of Delivery (POD). A POD
is a digital confirmation that your parcel is
delivered to the final consignee or that it is
ready to be picked up at the post office.
It provides you with complete end-to-end
visibility of your shipment with key tracking
events. These events include:
Pre-Alerted
Scanned at B2C
Ready to Ship
Shipped
In Transit
Out for Delivery
At Post Office
Delivery Attempted
Awaiting Pickup
Delivered by Pickup
Delivered
Courier service with "Postal" prices worldwide
Global reach to 200+ countries and territories.
Fully tracked delivery solution.
Global expertise with local knowledge
Transit liability up to EUR 50 is provided as standard.
Complete end to end visibility.
Dynamic (T&T) Track & Trace updated several times a day.
Efficiently manages cross border duties with delivery duty paid options available.
Straightforward and easy-to-use interface for preparation and tracking.
No hidden fees. Total cost control.
Transparency and accountability throughout every step.
Secure, reliable and timely delivery of goods.
Warehouse and distribution services available.
Returns management solution available.
WHY PARCELPREMIUM?
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Weight and Size limits B2C Europe has set specific weight and size limits for the packages that you send using all its
services. The restrictions below only pertain to individual packages. There are no limits to the total
weight of your shipment or the total number of packages in your shipment.
Maximum Size: 60cmx40cmx40cm (LXWXH). Maximum Weight: 30kgs The limits listed above apply to most packages and destinations, but there are some variances
because of different local restrictions in some countries. Shipments larger than the limits listed
above can be arranged by B2C Europe in some cases depending on the supplier used and on the
destination country.
Oversize surcharges: Items that exceed the above weight and size limits are subject to extra
charges. In particular surcharges apply if any packages within a shipment have a single dimension
in excess of 120cm (or if any pallets have a base dimension in excess of 120cm) or its girth
(circumference + length) in excess of 300 cm.
Surcharge may be based on either the volumetric or the actual weight, whichever is greater.
Volumetric weight indicates how much space a parcel occupies in the aircraft in relation to its
weight. The volumetric weight of your parcel should be calculated as follows: length (cm) x height
(cm) x width (cm) divided by 5,000 e.g. 60 x 40 x 40/5,000 = 19,2 kg
Note: all surcharges are subject to VAT if applicable, i.e. if the destination country is within the EU.
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Operational Process Flow
ParcelPREMIUM provides easy access through only one interface to a full range of postal networks,
courier networks, road express and pickup networks all over Europe and the rest of the world.
The journey of a parcel
How and where to hand over your parcels depends on your location. If you prefer, we can also collect
them.
We request that you notify us about the details of the incoming shipment. This procedure is called
pre- alert. Pre-alerted data is transmitted to B2C Europe; once the parcel reaches the warehouse it
is immediately prepared for a fast and accurate delivery. In the warehouse, it is scanned, weighed
and sorted according to its destination. The parcel leaves the warehouse, where it is then
transported to one of the suppliers sorting offices and is then prepared for delivery. From there it
will reach the local postal operator that will ship it to the consumer. ParcelPREMIUM is our fully
tracked delivery solution, therefore both you and the final consumer can access the current location
of the parcel throughout the journey. Our tracking system will show you the latest information about
the delivery status of your parcel(s). This way you will know exactly when delivery has been
completed. ParcelPREMIUM offers complete end to end visibility and reliable tracking information,
updated several times a day.
Delivery attempt(s)
For every shipment, according to the supplier rules, there will be one or more delivery attempts
made. What happens if there is no one is available to receive the parcel?
A card is left and the parcel is left with a neighbour
A card is left and the parcel is left with a local collection point or Post Office
A card is left requesting the consignee to contact the delivery partner to arrange re-delivery
The parcel is left in a secure location.
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Packaging and labelling Packaging
Each item can be placed into bags or boxes. It is important to make sure that each item is packed
correctly so that it arrives in good condition. Please pack every item in strong containers, fill and
seal them adequately and make sure the weight is evenly distributed. If the shipments are
palletised, please ensure they are stacked and shrink wrapped appropriately with the labels facing
outwards. Packing goods to minimize volume and weight while reinforcing them may save money,
as well as ensuring that the goods are properly packed.
If you choose the option to have your shipment collected at your address, please present your
items in B2C bags. We kindly remind you that the total bag weight must not exceed 15kg.
Labelling
Each item should be equipped with a barcode. The barcode contains important information, for
this reason, it must be complete and legible to ensure the scanners can read them. Labels should
be attached to the upper part of the parcel. We accept all "one dimensional" barcodes.
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Delivery Time The below list provides an indication of delivery times for mail and parcels. Since B2C Europe
cannot influence the postal process in other countries, these times are only estimates, so the
number of days may differ slightly. The number of days indicate working days.
Within 4 days
Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, France, Germany, Ireland, Italy, Luxembourg, Malta, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, The Netherlands, United Kingdom.
Within 7 days
Bulgaria, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Romania, Iceland, Norway, Serbia, Switzerland, Canada, USA, Israel, Japan, Rest of Europe, Middle East, Africa, S&C America, Asia and Oceania, Russia, Australia, China, New Zealand Several factors can affect the delivery time. Your item may arrive later due to, for example:
Local holidays.
Customs handling in the destination country.
Strikes or other unforeseen events in the destination country.
Remote Area Delivery
Shipping with ParcelPremium is fast and reliable. However, in some areas geographical factors
make delivery more complex: e.g. islands, highlands or other postcodes that are difficult to serve
that we will define as remote areas.
Depending on the carrier service used, surcharges might apply.
The following list tells you which islands and regions might be subject to a surcharge due to their
location.
Denmark (DK): 4592, 5960, 5970, 5985, 6720, 7884, 8305, 8592, 9940, 9950, 9960, Bornholm:
3700, 3720, 3730, 3740, 3751, 3760, 3770, 3782, 3790
Germany (DE): Hidden see: 18565, North-Friesland Islands: 25849, 25859, 25863, 25869,
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