LOCAL SAME DAY DELIVERY FAQS

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What is Shutl?

Shutl is the delivery platform that gives people control over their deliveries. We deliver what you want, when you want it in as little as 90 mins or within a 1 hour delivery slot convenient for you.

Shop online at your favourite stores and look for the Shutl option, or book a personal delivery within your local town or city from our website. Book Shutl.

How does it work?

Our rocket science matches the individual requirements of your delivery to the optimum courier for that specific job in real-time. Shutl weighs up the courier's performance history, price and all consumer feedback to offer you the best possible combination of value and service with every delivery.

When would I use Shutl?

Left your keys at the office? Need some tickets picked up? Bought something on Gumtree, and need to arrange delivery? Shutl's here to lighten the load. We provide a delivery service that's fast, convenient and simple, accommodating the demands of your hectic lifestyle.

Where is Shutl available?

Shutl is available in towns and cities across the UK. To check the service is available in your area, enter your collection and delivery postcodes to get a quote.

What can I deliver using Shutl?

We'll deliver pretty much anything provided it's legal - with a couple of pretty obvious exceptions:

  • Live animals
  • Hazardous materials (e.g. explosives, radioactive substances, etc.)
  • Dangerous items (e.g. guns, knives, etc.)

For more information please refer to our terms & conditions.

How much does it cost?

When you get a Shutl quote we'll confirm the exact price of your delivery. The price may vary according to the size of vehicle required, distance travelled and the time of day/day of week.

Additional charges may be incurred in the following circumstances:

  • your courier is required to wait more than 10 minutes at either the point of collection or point of delivery without prior instruction
  • your courier is required to collect from or deliver to a different address
  • your courier is required to do additional duties above and beyond delivery to the door of the delivery address.

Shutl Customer Service will always telephone you to confirm any additional charges and authorise payment.

Does Shutl delivery to any address?

Provided it is within our coverage area, Shutl will collect from and deliver to any address - residential and commercial. We just ask that you clearly specify any helpful instructions when making the booking. This will significantly reduce potential complications at the collection/delivery address which could lead to additional charges.

What hours is Shutl available?

Shutl is available 7 days a week.

What size of package can I send?

The maximum size of package that Shutl can deliver is L133 x W133 x H133 cm with a maximum weight of 30kg.

Maximum Vehicle Weight and Capacity

Bicycle Max. Weight: 3kg Max. Capacity: L30 x W25 x H10 cm

Motorbike Max. Weight: 6kg Max. Capacity: L60 x W45 x H45 cm

Car Max. Weight: 50kg Max. Capacity: L100 x W100 x H75 cm

Small Van Max. Weight: 400kg Max. Capacity: L133 x W133 x H133 cm

Please be aware that when getting a Shutl quote it is your responsibility to ensure that your package will fit within the capacity constraints of the vehicle selected.

Each individual piece being transported by the car or small van must not exceed 30kgs

Do I need to package my items?

Customers must hand their items to the courier packaged and ready for transport. Please take particular care of small, loose items.

What is the maximum distance for a Shutl delivery?

Your order can be delivered anywhere within a 50-mile radius of the point of collection. Please note that the delivery distance has a direct impact upon the cost.

How long will my delivery take?

When you get a Shutl quote, we will always confirm a precise time promise for your delivery. Delivery times will vary depending on the size of vehicle required, the distance travelled and available capacity within our network.

Can I amend or cancel my delivery?

If you wish to amend or cancel your order, please ring Shutl Customer Service on 0333 999 3126 as early as possible. Depending on the timing of the cancellation or the nature of the amendment some additional charges may be incurred.

How do I get in touch with Shutl Customer Service?

You can call Shutl Customer Service on 0333 999 3126. You can also chat with them online using our live chat service.

Please note that Customer Services do not take bookings, which must be done via the website.

Can I track my order?

Once your package has been collected we will send you a link to track your delivery in real time on a GPS-enabled map.

Is my delivery insured?

Your delivery is insured up to a maximum value of £1000.

It is your responsibility to ensure that you keep a photocopy or scan of any important documents that you send via a courier. e.g. passport, driving licence etc.

Will the courier come to my door?

Yes, the courier is contracted to deliver from door to door. Please be aware that additional services (such as carrying goods upstairs, etc.) is at the discretion of the individual courier and may be chargeable.

What if I'm not in when the courier arrives?

When the courier arrives at the point of collection/delivery, we expect someone to be available to handover/sign for the package. In the event than nobody is available, Shutl Customer Services will call you and take further instructions. Please note that any changes to the scheduled delivery may incur an additional charge.

The courier will wait at the address for up to 10 minutes free of charge.

What do I do if my courier doesn't show up?

If you're concerned about the status of your collection/delivery, or need to make alternative arrangements, please ring Shutl Customer Service on 0333 999 3126

Can I get a refund if my delivery is late?

Shutl does not automatically offer refunds for service failures but decides on any possible refund on a case to case basis following a review of the circumstances. The refund process can be initiated by either the customer making a complaint or proactively by a Shutl employee who wishes to retain customer goodwill. All requests for refunds are to be addressed to the Customer Services Manager who will authorise refunds at her/his discretion. In the absence of the Customer Service Manager refunds can be authorised by her/his formal deputy or her/his direct superior.

Please note that refunds may be partial or total depending on the severity of the failure and the inconvenience caused to the customer. The actual refunds will be processed by a member of Customer Services team. Once authorised the refund amount and explanation for it being given is recorded against the Shutl job number.