Service GuideEverything you need to make UK expressshipping easier and more reliable

For easy reference, enter yourFedEx UK Account Number here:

Welcome to FedEx UK

People with a passion for service

By selecting FedEx UK, your shipments are in the best possible hands.

All you need to know about our services can be found in this guide, from arranging a collection to

checking the delivery status on all your shipments. Please keep this guide to assist you in getting

the very best from FedEx UK.

People, technology and expertise are the cornerstones of our organisation. No other company in

our industry could be more passionate about serving its customers than we are. This inevitably

reflects on everything we do – from the comprehensive range of services we provide, right

through to proactive customer services management.

You can continue to rely on your local FedEx UK operation to offer you the flexible and efficient

service you are used to. We are offering you the same great benefits as before, but even better!

FedEx UK is now part of the global FedEx Corporation, with over 280,000 employees worldwide

committed to providing you with an outstanding shipping experience every day. As a FedEx UK

customer, you’ll also have access to the international FedEx network and the expertise developed

by the company that invented the express delivery industry over 30 years ago.

Whether in the UK or abroad, our commitment to getting it right on time, every time, ensures

we deliver what is most important to you – peace of mind.

For more information or assistance, please contact your local FedEx UK depot.

FedEx UK local depot number:

Shipping with FedEx UK1 . Choosing your FedEx UK service 4

2 . Completing your FedEx UK consignment note 6

3 . Packing your shipment 8

4 . Booking your collection 10

5 . Tracking your shipment 10

6 . uk.fedex.com 11

7 . Software and systems 11

8 . Proof of delivery 12

9 . Your FedEx UK invoice 13

10 . Sending Dangerous Goods 14

11 . Troubleshooting 14

12 . Customer service at FedEx UK 15

13 . Contacting FedEx 16

14 . Conditions of Carriage 16

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Choosing your FedEx UK service

Widely acclaimed as the UK’s leading express delivery

service for flexibility, reliability and quality of service,

FedEx UK has a comprehensive range of delivery options

to choose from within the United Kingdom.

Which FedEx UK service best meets your needs?

Use our FedEx UK Pak range – it’s easyA range of self-sealing, tamperproof bags in three different sizes. The full range of next day services are available andthere are no weight restrictions. Simply choose the bag that best fits your business needs and leave the rest to us.

Premium FedEx UK service

Your FedEx UK service Delivery commitment

Next DayFedEx Next Day by 9.00am* 7.30 – 9.00amFedEx Next Day by 10.00am* 9.00 – 10.00amFedEx Next Day by 12noon* 9.00 – 12.00noon

SaturdayFedEx Saturday by 9.00am* 7.30 – 9.00amFedEx Saturday by 10.00am* 9.00 – 10.00amFedEx Saturday by 12noon* 9.00 – 12.00noonFedEx Saturday Delivery* Close of business

* Service availability may vary according to place of collection and destination. Please contact your local FedEx UK depot for more details.

Description Length Width

Small Pak 345 mm 240 mm

Medium Pak 420 mm 325 mm

Large Pak 525 mm 425 mm

Your FedEx UK service Delivery commitment

Next DayFedEx Next Day* Close of business

EconomyFedEx Economy 2 – 3 Days

Standard FedEx UK service

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Weights and dimensions for your own packaging

Description Weight* Height* Length* Width*

Jiffy bags and envelopes 2 Kg n/a 420 mm 325 mm

Flat packs 15 Kg 250 mm 1000 mm 500 mm

Pallets 1000 Kg 1800 mm 1200 mm 1200 mm

Additional service options

Republic of Ireland24 and 48 Hour deliveries (24 Hour to County Dublin only)

Channel Island24 and 48 Hour deliveries

Reverse collectionsGoods collected, upon your instructions, from anotherlocation for delivery to your premises will be charged toyour account at the normal outgoing delivery rate plus asurcharge per consignment.

Third party collectionsGoods collected, upon your instructions; from anotherlocation for delivery to a third address will be charged toyour account at the normal outgoing delivery rate plus asurcharge per consignment. For collection on the sameday, please inform us before 12.30pm. This also appliesto reverse collections.

Book In deliveriesDeliveries where your customer requires the delivery to bepre booked. FedEx UK will make the booking using theinformation supplied by you.

* The figures given above are for maximum weights and dimensions. For items outside of these weights and dimensions, please contact your localFedEx UK depot for more details.

Please note additional service options couldincur surcharges. Please contact your localFedEx UK depot for more details.

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Selecting your service:

Where no service is selected (see section 11 of the consignment note opposite), then the consignment will betreated as a ‘Next Day’ delivery and will be delivered and charged accordingly. Timed deliveries e.g. Before9AM, 10AM and Noon, and Saturday deliveries are not available to certain destinations; please check with yourlocal FedEx UK depot. Timed and Saturday deliveries are NOT available for ‘Economy’ service consignments.

2 Prepare your documentation

A FedEx UK consignment note is required for each shipment

to ensure that it is delivered quickly and safely. We have

designed our online consignment notes to be as clear and

easy to use as possible. The example below will guide you

through, but if you have any problems or queries, please

contact your local FedEx UK depot.

Collect From

Enter your company name and address includingpostcode. Alternatively, enter the details of your third partycollection. Use the pulldown menu to select the country.

Enter your reference number, which could be a jobnumber or purchase order. This will be included onyour invoice.

Enter your contact name, telephone number includingSTD code, email address and any notes or specialinstructions relating to the collection.

Use the Address Search function to find an address bypostcode. The Address Book function can be used topre-populate the fields from your stored addresses.

DeliverTo

Enter the recipient’s company name and addressincluding postcode. Commercial addresses must specifythe precise delivery point (e.g. department or gatenumber). Use the pulldown menu to select the country.

Enter your recipient’s contact name, telephone numberincluding STD code, email address and any notes orspecial instructions relating to the delivery. Forexample, “closed for lunch” or “if out, leave in thegarden shed”.

Use the Address Search or Address Book functions topre-populate the fields from your stored addresses.

Package and Shipment Details

Enter your reference number as before.

Enter the appropriate number of items inyour consignment.

Enter the total weight of the consignment in kilograms.

Select the service you require from the pulldown menu.

Select the time option you require from thepulldown menu.

Select the product type of your consignment from thepulldown menu.

Enter a description of the goods in your consignment.This must be sufficient for the consignment to beeasily identifiable.

Please tick this box to confirm that the consignmentdoes not contain any dangerous substance or article.

If required, Enhanced Transit Liability cover can bearranged with your local FedEx UK depot. Tick box toconfirm this option and enter the total value of thegoods to be covered.

Completing your consignment note

Click on ‘Continue’ to create your shipment.

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3 Packing your shipment

• Pack all your parcels securely and use a good qualityparcel tape to prevent damage during transit.

• If your shipment is of a non standard shape,then please ensure extra protection is given in thepackaging and ideally secure the object to a palletfor added stability.

• For those items, that are fragile or highly finished,these must be well padded and placed as faraway from the edge of the box as possible toprevent damage.

• For added reassurance, please affix a FRAGILE labelto the exterior of the package.

• Documents can be sent using our range of FedEx UKPaks for extra protection. The documents should beplaced in a sturdy envelope before placing them intoa FedEx UK Pak.

• Liquids should not be packaged in a FedEx UK Pak.

• All paint tins should be sealed by clippingbefore packaging.

• Do not send bottles loose in boxes. Always ensurethat these are individually wrapped and extra fillerprotection is used in the box.

• In instances where returns are made to you from yourcustomers, or where your customers forward theconsignment to a third party, please ensure that yourcustomers are aware that consignments are packedand labelled in accordance with these instructions.

Whilst in transit, we avoid unnecessary damage by carrying

your shipments in secure cages and handle them sensitively

by automated sortation systems in our hubs.

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Eight packing tips for trouble-free carriage

Labelling

We are committed to taking care of your consignments at every stage of the delivery process. To ensure wedeliver on time, every time, please ensure your consignments are labelled correctly. These useful tips will help:

• Each parcel must have its own label with both the recipients and sender’s address on it, togetherwith a post code.

• The label must be attached securely to the flattest surface.

• The label must not be creased when attached.

• If using a FedEx UK despatch system, please ensure the barcode does not have anyblemishes when attaching the label.

How to send a FedEx UK Pak – it’s easyThere are three sizes in the FedEx UK Pak range, all offering a full range of next day services.

• Simply choose the Pak that best fits your goods.

• Affix shipping label to designated area.

Our FedEx UK Pak rangeis convenient and simple.

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Length 345mm x Width 240mm

Length 420mm x Width 325mm

Length 525mm x Width 425mm

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4 Booking your collection

When you have completed your packaging and documentation

and the shipment is ready to go, you can book your FedEx UK

collection directly online or by calling your local FedEx UK depot.

You can also pre-arrange for a pickup later in the week or the

month. If you have daily shipments, a regular pickup can be

arranged. Please call your local FedEx UK depot for more details.

5 Tracking your shipment

Online shipping with FedEx UK – it’s easy• From the FedEx UK homepage at uk.fedex.com, select the ‘Ship’ navigation button and click on

‘Schedule a Pickup’. After logging in you can arrange a pickup from your premises or from an alternative address.

• Contact your local FedEx UK depot for information on how to obtain a secure username and password.

You can track the status of your shipments at any time, stage by stage, right through

to delivery. Visit uk.fedex.com and click on the ‘Track’ navigation button, there you can

track by the consignment note tracking number or by your reference entered on the

consignment note. If you are a registered user you can also track by date

and/or postcode. If you would prefer to call for tracking information please contact

your local FedEx UK depot.

Online tracking with FedEx UK – it’s easyThere are two methods for online tracking with FedEx UK:

• For quick tracking, simply visit uk.fedex.com and enter your tracking number in the ‘Track’ section.

• To track by your own reference on the consignment note, select the ‘Track’ navigation button and click on‘Track by Reference’.

• If you have a login and password, select the ‘Track’ navigation button and click on ‘Registered User Tracking’.Here you can also track by date and / or postcode.

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7 Software and systems

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If you would like to integrate shipping into your internal

systems or require a bespoke shipping solution, FedEx UK has

the systems and expertise to tailor make a solution that meets

your needs. For more information please contact your local

FedEx UK depot and we can arrange for a Customer

Technology Specialist to discuss your requirements.

Online FedEx UK can provide with a

multitude of tools to assist with your

shipping. Visit uk.fedex.com to complete

consignment notes, schedule a pickup,

track and view proof of delivery.

Further tools include address database

management and ordering of

FedEx UK stationery.

Via the internet, you can view and print off a true andaccurate image of the signature record obtained.Proof of delivery information is available to you in thefollowing ways:

• By visiting uk.fedex.com you can obtain Proof ofDelivery information, including a scanned image,by entering the FedEx UK consignment number.Extensive search and reporting options arealso available.

• You can telephone your local FedEx UK depotwhere a verbal confirmation of a Proof of Deliverycan be obtained. If required, a photocopy/fax/emailof the original document can be provided.

• If required, obtaining a Proof of Delivery on shipmentscan be built into your systems by, for example,the creation of a url link from your own website.Please contact your local FedEx UK representative toarrange this.

• A daily/weekly/monthly proof of delivery report canbe provided. The report comprises of:• Consignment number and status• Customers own despatch reference• Date of delivery

FedEx UK retain the original copy of the Proof of Deliverydocument and an image of the document for 12 monthsfrom date of delivery.

8 Proof of delivery

Each time we obtain a signature upon delivery, the entire

delivery record is electronically scanned and passed over to

our web site uk.fedex.com.

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Goods in transit liability:

FedEx UK accepts liability for loss and damage to consignments in transit up to a maximum value of£12 per kilo. However there are certain items we carry which we cannot be held liable for e.g. Top-upPhone Cards, Artwork and Alcohol.

Enhanced Transit Liability can be arranged should the standard liability level not be sufficient to cover the costvalue of your goods. Please enquire at your local FedEx UK depot for details of surcharges and conditions.

In the event of a claim, notification should be made to your local FedEx UK depot, in writing, within the timelimits specified in Section 13 of the FedEx UK Conditions of Carriage. For full details of the transit liabilityplease refer to Sections 9 - 13 of the FedEx UK Conditions of Carriage.

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Date of Collection

FedEx UK ConsignmentNote Number

Customer Name and Address

Page Numbers

Invoice Number

Customer Account Number

Invoice Date

City/Town of Delivery

Customer Reference

Collecting Depot Number

Delivering Depot Number

Number of Items inConsignment

Weight of Consignment

Type of Contract

Service Requested

VAT Code for Consignment

Fuel Surcharge

Total Charges to which VATApplies

Total Charges to which VATdoes not Apply

VAT Amount

Total Amount PayableIncluding VAT

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Simple paperwork extends throughout the process including your weekly invoice

which will highlight full details of all your transactions.

9 Your FedEx UK invoice

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10 Sending Dangerous Goods

FedEx UK are able to accept packages containing

Dangerous Goods defined as Limited Quantities (ADR 2006)as listed below:

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Accepted Dangerous Goods

Class 2 UN1950 AerosolsClass 3 UN1263 Paint

Prior to Despatch

Upon receipt of fully completed documentationfrom yourselves, written approval and acceptance fromFedEx UK Dangerous Goods Office will be given.Due to ADR Legislation we are unable to offer a returncollections service.

Incorrect address/Address not known

We will make every attempt to obtain the correct addressfor a consignment and will advise you accordingly ofany problems.

If the correct address is nearby, then we will arrangedelivery as quickly as possible. If the correct address isfurther afield, then the goods will be redirected to thenearest FedEx UK depot for delivery to be effected atadditional cost.

Refused delivery

If the recipient refuses your delivery, you will be notifiedas quickly as possible. Arrangements will be made by thedelivery depot to return the goods to you unless wereceive further instructions from you to the contrary.

Nobody in/Premises closed

Our driver will post a card through the letterbox, advisingthe consignee that we have attempted delivery andinviting them to telephone us, to arrange one of thefollowing options:-

• Redelivery to the original address at a mutuallyconvenient time during normal working hours(Monday to Friday). Please note that for our timeddelivery services (9am, 10am and 12noon), we mayreattempt the delivery outside of the requested times.

• Redelivery to an alternative address on receipt ofauthorisation from yourself.

• Redelivery to the original address without a signaturei.e leave the goods in a safe location, following priorwritten authorisation from you or your customer.

• Collection from our local FedEx UK depot.

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• We will ensure proof of delivery is available on theFedEx UK website, uk.fedex.com, on the day after theshipment has been delivered.

• We will monitor the levels of service within ournetwork on a daily basis to enable proactive reportingof delivery problems to our customers. Any delayscaused as a result of a FedEx UK error will be rectifiedwithin the shortest possible timescales at noadditional cost.

• In the unlikely event of loss or damage to goods intransit, our simple insurance procedures will ensureprompt payment and resolution of the claim.If appropriate, our dedicated security team will becalled upon to undertake a full investigation in orderthat we can progress the claim.

Our widely acclaimed customer-focused approach aims to provide you with total

flexibility to suit all your business needs. We are passionate about serving you and

delivering a service that exceeds your expectations.

12 Customer service at FedEx UK

Positive Pro-Active Communication (PPC) – Our commitment to you!Our customer service standards for our premium service deliveries are based on our PPC principle.The commitment ensures that all POD’s are available within our systems 45 minutes after delivery of aconsignment. Additionally, if we are unable to meet the scheduled delivery time for any reason, we commit tocontact the sender with the new ETA a minimum of 15 minutes before the original delivery time.

Our commitment to providing customer serviceexcellence is based on a few important essentials:

• Communication is the key to any relationship. We willtherefore provide named individuals within your localFedEx UK depot as points of contact, as well asproviding you with precise details of our serviceescalation procedures. Regular review meetings willbe held with key personnel within both companies toensure FedEx UK is not only meeting, but exceedingyour expectations.

• We will answer all incoming telephone callspromptly and courteously.

• We will ensure any enquiries received are investigatedand responded to within 2 hours.

• All customer correspondence will be acknowledgedand a response provided within 24 hours of receiptwhere appropriate.

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14 Conditions of carriagePlease visit uk.fedex.com for our full

conditions of carriage.

13 Contacting FedEx

For more information, contact your

local FedEx UK depot.

To find your local depot visit

uk.fedex.com and click on the

‘Find locations’ link, under the

‘Ship’ menu.