SWR Luggage Buddy terms & conditions

SWR Luggage Buddy’s service is provided by SWR’s luggage delivery partner Sherpr (Sherpr Global Ltd, a company registered in England & Wales with company number 10721068, whose registered address is 71-75 Shelton Street, London, United Kingdom, WC2H 9JQ.)

These Terms and Conditions govern your use of our Services and access to and use of our Website, your relationship with Sherpr, the rights, obligations and responsibilities of all parties to this Agreement. Please read these Terms carefully before you use the Website as all Services are subject to these Terms. By engaging Sherpr on behalf of an organisation or other individual, you confirm that you have authority to bind that party and agree to these Terms on their behalf.

You can contact us by telephone +44 (0) 2045385217 or email swrluggagebuddy@sherpr.com

We may contact you by telephone or by using any other contact details you have registered in your account with us.

2.1 To use Sherpr, you must; (a) agree to these Terms; (b) be at least 18 years old; (c) complete our order process and provide accurate information as requested; and (d) do so in compliance with all applicable laws, rules and regulations.

2.2 You may not without our written permission (a) attempt to duplicate, modify, disclose or distribute any part of our Services (b) attempt to reverse compile, disassemble, reverse engineer our Services (c) assign or otherwise dispose of your rights or obligations under these Terms or (e) attempt to obtain, or assist others in obtaining, access to the Services, other than as provided under these Terms.

2.3 You shall not store, distribute or transmit any material through Sherpr that is unlawful, harmful, threatening, defamatory, obscene, harassing or racially or ethnically offensive; facilitates illegal activity; depicts sexually explicit images; or promotes unlawful violence, discrimination based on race, gender, colour, religious belief, sexual orientation, disability, or any other illegal activities.

2.4 You are responsible for all content you provide and activities on your Sherpr account.

2.5 You are responsible for configuring your information technology, computer programmes and platform in order to access our Website.

2.6 You are responsible and liable for keeping your username and password confidential and take reasonable steps to ensure that nobody accesses the Services using account(s) created with your username and password. You agree to notify us immediately if you suspect any unauthorised use of your account(s). We are not liable for any loss or damage due to stolen passwords or hacked accounts.

2.7 By submitting any individual’s personal information to us or our affiliates, service providers and agents, you agree, and confirm your authority from such other individual, to our collection, use and disclosure of such personal information in accordance with our Privacy and Cookie Policy.

3.1 Pursuant to these Terms Sherpr shall be entitled to procure any or all of the Services as an agent or to provide those Services as a principal.

3.2 As part of the Services, Sherpr shall arrange, book and manage the shipment of the Goods. However, the Carriage Services are provided by third-party Carriers, and not by us.

3.3 When acting as agent on behalf of the Customer, Sherpr shall be entitled, and you hereby expressly authorise Sherpr, at all times for you and on your behalf has authority to enter into any contracts with the Carriers for you and on your behalf as may be necessary to fulfil your Order.

3.4 When entering into contracts as principal, Sherpr shall be entitled to subcontract the Carriage Services on any terms whatsoever with any Carrier as may be necessary to fulfil your Order.

3.5 When subcontracting the Carriage Services to the Carrier, Sherpr shall be the account holder with regard to contract formed between Sherpr and the Carrier. Any claims that are made against the Carrier shall be issued through us as the account holder on the Customer’s behalf, acting as agent. Any claim made must be in accordance with the procedure set out in clause 17 below.

3.6 You agree that Sherpr may send your Goods with any one of the Carriers. These Carriers include but are not limited to FedEx, TNT, UPS, and DPD.

3.7 You agree that Carriage Services are subject to all terms and conditions imposed by the Carriers contracted by Sherpr to ship the Goods, including but not limited to, any transportation agreements, applicable tariffs, other rules or procedures or terms and conditions described on the Carriers’ websites.

4.1 When you submit an Order via the Website or via phone or email, you are making an offer to purchase the relevant Service on these Terms. A contract is formed between you and Sherpr when you receive an email from us confirming that we have accepted your Order. Please check the details on your Order confirmation to ensure that the details are true and accurate.

4.2 Customers arranging an Order on behalf of someone else are responsible for communicating with that individual. Sherpr is not liable for failure to provide information to parties who are not the direct purchaser of the Service. Additional contact information can be passed on by the customer but Sherpr is not responsible for sourcing this information.

4.3 You must provide us with all of the information we request and you warrant in providing it that it is true and accurate. Any lack of information or any inaccuracy may result in our Carriers being unable to deliver the Goods. If your address and/or contact details on your booking is incorrect then we reserve the right to charge you £10 to amend and reprint the correct paperwork to ensure your shipment arrives in its destination safely.

4.4 Sherpr are not able to ship items listed in the ‘Restricted Items’ section at clause 12.1 (below). You confirm that by placing an Order that the Goods do not contain any items within the Restricted Items list and you shall fully indemnify and hold Sherpr harmless from any cost, loss, penalty or other liability arising out of your breach of this clause.

4.5 We may provide a facility to request a quotation via the Service. We will honour any such quotation for the time stated on the quotation. If no time is stated, then the time we honour for the quotation will be 15 days from the date the quotation was provided to you.

4.6 Our rates are determined by the going rate provided to us by third party Carriers and are subject to change at any time including but not limited to winter/Christmas peak season.

4.7 Once you have placed an Order online, over the phone or via email, we will email you a confirmation.

5.1 You confirm that the Goods comply with the requirements of any applicable law relating to the nature, condition and packaging of goods and any expenses and charges incurred by us in complying with the provisions of any such law or with any order or requirement there under or with the requirement of any authority or other party shall be paid by you.

5.2 Should the Goods be returned or refused for any reason Sherpr will hold the Goods for no longer than 30 days. The 30-day period is effective from the day of notice of the return or refusal of the Goods by any Carriers. Notice will be sent via email to you.The Goods will be warehoused securely and all shipping and storage fees forwarded to the customer. Should you fail to arrange payment for the re-shipping of Goods to an alternative address and all additional costs incurred by Sherpr these Goods will be deemed abandoned. You consent to and authorise the disposal of all abandoned Goods without further notice regardless of their nature or value at no additional cost to Sherpr.

5.3 The Goods will be collected from and delivered to the addresses provided at the time of your Order. You indemnify and hold us harmless for any failure to deliver the Goods due to a wrong address or recipient information being provided and you acknowledge and agree that you may have to pay the cost of failed deliveries, administration fees, additional attempts or the item being shipped back to the collection address.

5.4 We can not accept an order where the collection or delivery address is an airport, port terminal, train station, hospitals any type military base/installations and/or any location that requires pre clearance for gaining access.

6.1 You are responsible for ensuring that the Goods are available to be collected from the collection address as notified to Sherpr at the time of your Order on the scheduled collection date. Sherpr shall not be liable for late collections due to your failure to comply with this clause.

6.2 If the Carrier is unable to collect the package, through no fault of their own or that of Sherpr, a second attempt may be made.

6.3 The collection of your packages will be acknowledged on the documents of receipt provided by the third-party Carrier.

7.1 All delivery times are given as estimates and are not guaranteed. Sherpr shall not be liable for late deliveries. For the avoidance of doubt, “working days” shall not include Saturday, Sunday or any public holidays applicable to the collection or delivery destinations.

7.2 Customers must be aware that unforeseen delays can occur for a wide range of reasons. If it is possible to attempt a delivery ahead of schedule we will do so, under these circumstances if no one is available at the destination address a second attempt will be made free of charge.

7.3 Wherever customs/security officials of any origin or destination country check any items being shipped/delivered Sherpr will make any attempt to ensure that Goods can be delivered as per the estimated delivery date. By agreeing to our terms and conditions you accept that delays may occur due to such checks, and that you will not receive compensation, or discounted rates, arising from such delay (including where customs require you to visit an office to clear or collect an item). Any additional duties or other fees levied by any Customs authority will be payable by the Customer in accordance with paragraph 12 below.

7.4 It is your responsibility to ensure that the intended receiver will accept the Goods. Any rejected Goods are your responsibility and may cause a delay or return of your shipments.

7.5 You agree that after the first unsuccessful attempt, delivery may be made to a neighbouring address or returned to the collection address if not possible.

8.1 During the checkout process, you will be asked to confirm that the item(s) you wish to send fall within our permitted Maximum Dimensions and under the permitted Maximum Weight. Your confirmation that the Goods fall within the Maximum Dimensions and below the Maximum Weight forms the basis of our acceptance of the offer to contract under clause 2 above.

8.2 Our Maximum Dimension and Maximum Weight per item type are as follows:

8.3 Any item that is over Sherpr’s Maximum Dimensions and/or Maximum Weight will be classified as an Oversized Item and will incur additional charges. You will be charged £12.50 per kilo for items weighing over 30kg. You will be charged £10 – £100 for items over our maximum dimensions. A suitcase or box over 1 metre in length will be charged £40.  

8.4 If your bag is not suitable for a shipping e.g holdall or backpack then we will charge you £8 to pack the item in a suitable box. If your box is not suitable for shipping then we will charge you £8 per box for repacking.

8.5 In the event that your Goods do not fit within the Maximum Dimensions and/or the Maximum Weight, we may not be able to provide the Service, and you will not be entitled to a refund for any fees you have paid in this regard.

8.6 Oversized Item(s) with an actual weight of more than 70 kg, or that exceeds 274 cm in length or a total of 419 cm in length and girth combined (where girth is 2x Width + 2x Height of the item) will not be acceptable for shipping and if collected may be refused in transit, delayed and/or returned. By accepting these Terms you authorise us to charge your credit/debit card with any additional charges incurred and accept that Goods returned or refused, for this reason, are not eligible for a refund.

8.7 Bike boxes that are not supplied by Sherpr may incur delays transiting from one country to another within the 3rd party Carrier network. This is due to boxes having to be manually sorted, due to their size, at each transit depot. The delay depends on the location of the depot but in some cases it may delay the delivery by up to 48 hours. We advise all customers if they are notified of a delay or exception to contact us immediately so that steps can be taken to identify and resolve the problem

8.8 By accepting these Terms you also give us the permission to charge your debit/credit card for any weight discrepancies or extra charges that may be charged to us by our agents for the supply of incorrect information at the time of your booking (including regarding the number of Goods). If we are unable to automatically charge your card, we will notify you in writing and you will be required to pay us the stated sum within 7 days. Failure to make payment may result in additional recovery costs being incurred which shall ultimately be the responsibility of the customer.

9.1. When you place an Order with Sherpr, you are responsible for ensuring that the Goods are appropriately packed using sufficient packaging to protect the Goods.

9.2 As the Customer, you will be responsible for providing a container for the item that you wish to send, for example, an appropriately hard case sports carrier for sporting items or a hard case suitcase or double walled box for personal items. We do not accept bike bags, duffel bags, laundry bags or anything similar. You should ensure that the packaging is suitable for passing through high speed automated machines with our Carriers, airports, and international terminals and you acknowledge that you will be solely responsible for any damage to the Goods caused by it being inappropriately packaged.

9.3 Sherpr will provide you with a shipping label to your account as necessary and when needed. These labels must be affixed securely to the outside of the item and be clearly visible.

9.4 For any Goods shipments, specific label pouches are provided by Sherpr once booking is complete, and in the event that these are not used and the Goods is shipped using your own labels or pouches, Sherpr will not be responsible for any costs and subsequent losses should those Goods be lost during transit.

9.5 All bags/cases may be locked on all domestic services only and it is advised that no articles of value are put in the exterior pockets. Shipments that are travelling internationally will need to go through customs clearance and can be locked using cable ties only. Handles must be stowed in the locked closed position and any exterior straps must be correctly fitted. Where the luggage has removable wheels, they must be removed prior to collection of your Goods.

9.6 Customers should ensure that labels to be used for the return journey are not used for the outward journey. The return journey labels must be secured safely to your item. Labels that are lost can be reprinted but can only be sent by email to the person making the booking and are only available during our working hours.

9.7 Under no circumstances are you to hand the Goods to a driver without a label provided by Sherpr attached. Failure to follow our guidance for attaching labels and any appropriate documentation may lead to delay and loss. Sherpr shall not be liable for any delay or loss at all in relation to this.

9.8 Sherpr shall not be liable for any loss or damage to the Goods caused by insufficient packaging or breach of this clause.

10.1 Refunds for cancellations will only be offered for Super Flexi bookings (minus the charge for Super Flexi). If Super Flexi was not purchased, we will not be able to process a refund but will credit the value of the cancelled order to your Sherpr account for future use. The credit will be valid for 12 months from the point of credit. No refunds or credits will be processed for any order after 4pm (local time) the day prior to planned ship date. Cancellation/refunds for customers who purchased Super Flexi can be done directly from the customer dashboard. Customers who do not purchase Super Flexi must contact Sherpr Customer Service via phone, live chat or email to confirm cancellation of an order and addition of credit to their Sherpr account.

10.2 For Flexi or Super Flexi bookings a maximum of two edits can be made to the booking. An edit is a change of address details or change of collection date.

10.3 We must receive your changes at the latest 12pm before the collection date. We may not be able to make any changes to your booking after this time. We will confirm any changes made in accordance with your request via email during our normal working hours.

10.4 We are unable to remove items from your booking or change the delivery address once in transit.

10.5 Any refund will be made back to the original source of payment.

10.6 Any bike box that has been opened or used will not be entitled to a refund on the product.

11.1 We will take payment from the card that you provide to us at the time that we confirm your Order via email.

11.2 By providing us your card details, you give us permission to automatically debit your card for the amount confirmed in your Order in accordance with the Terms.

11.3 All fees are inclusive of VAT which will be charged at the relevant rate at the time of processing the Order.

11.4 If you do not make a payment, then we will not be able to provide the Services to you and we reserve the right to cancel your Order if it has already been confirmed at no cost or liability to us.

11.5 Where applicable, discounts will display clearly in the Order summary. All discounts are granted at the sole discretion of Sherpr and may be withdrawn at any time.

11.6 If an expected discount fails to apply, you are entitled to stop the Order and contact us regarding the error, however, we do not offer monetary value or refund in lieu of a discount.

11.7 If your Order is flagged as potentially fraudulent, we are entitled not dispatch your Goods until it is proved there is no risk of fraudulent behaviour.

11.8 We are entitled to cancel Orders where we cannot verify the origin of your payment and where no alternative form of payment can be produced.

12.1 You acknowledge and agree that the Goods may pass through customs in the destination country. It is your responsibility to correctly complete and submit all papers required for the customs clearance and to ensure your Goods are not prohibited under applicable law, for example because of its contents, its recipient or the country to or from which the Goods are to be sent. Should you fail to comply with this clause, you shall be liable for all costs and liabilities incurred by Sherpr along with any customs duties, taxes or any local charges applicable including return freight charges.

12.2 Sherpr is not liable for any customs charges. These may be but are not limited to: clearance fees, taxes, and multiline or storage charges. Sherpr is not liable for delays imposed on your shipment. It is the receiver’s responsibility to pay any duties, not Sherpr. If the receiver does not pay taxes or duties, customs authorities may hold, return or dispose of a shipment.

12.3 Packing lists and customs forms must be attached in a separate wallet from the tracking label and must be attached in such a way to ensure they are clearly visible. Failure to do so may result in customs clearance delays and/or loss/damage to the Goods for which we bear no responsibility. All items must be declared on the customs form as this is a legal requirement.

12.4 You agree to present any and all information and documentation requested by a customs authority, or by a Carrier or broker under instructions from a customs authority, in order to clear your package through customs.

12.5 You agree that you are solely responsible for providing the correct information requested by any customs agent or authority in respect of the Goods passing through customs.

12.6 You acknowledge and agree that the Goods may not be able to pass through customs until you have paid any duties requested by the relevant customs authorities.

12.7 When calculating transit times for the Goods, we provide the figures on the basis that the Goods will not be stopped at customs. Accordingly, we cannot accept any liability for any delay relating to an item being stopped at customs.

12.8 If a customs authority seizes any of the Goods, or any item that they consider to be contraband or illegal within the Goods, then it is considered that we have discharged the delivery and our obligations under the contract will come to an end. It will be your responsibility alone to procure the forwarding of any such Goods by customs to the end destination.

13.1 It is your responsibility to ensure that none of the items listed in the Prohibited Items List are to be included in the Goods in relation to your Order.

13.2 By placing an Order and by providing the Goods to the Carrier who is collecting them from you, you guarantee and agree that your Goods do not include any items on the Prohibited Items List.

13.3 We cannot be held responsible for any of these items, and you agree that by including any of these items Sherpr shall not be liable for any delay in shipment or any damage or loss suffered to the Goods.

13.4 You agree that if you include prohibited items in your shipment, your Goods will be stopped and returned to you. No refund will be given for Goods returned to you under these circumstances and a security processing charge of £25 plus any additional costs charged by the courier will be collected from your payment card before it is delivered back to you.

13.5 You further acknowledge and agree that if any of the items of the Prohibited Items List are found within your goods we, the third-party Carrier or any customs official may seize and dispose of these items without reference or liability to you for doing so. In addition, action may be taken against you by the relevant authorities. Any fees incurred by Sherpr due to the breach of these Terms in relation to any prohibited items will be passed on to the Customer.

13.6 You shall fully indemnify and hold Sherpr harmless for any loss, cost, damage or other liability caused by you including any items from the Prohibited Items List within the Goods.

14.1 You are responsible for ensuring you have sufficient insurance or compensation cover in place. We strongly advise you to inform your insurer before travelling or sending Goods to ensure you have adequate protection.

14.2 No expenses will be paid if holiday baggage is delayed and all Customers are strongly advised to purchase travel insurance to protect them from such an event.

15.1 The Services we provide are limited to the role of a booking agent and, subject to clause 16.1 below, we are in no way responsible for the loss of or damage to the Goods you ship once the Goods have been collected from your requested address.

15.2 Your package will be under the control and responsibility of the Carrier from collection until delivery.

15.3 To avoid damage to your Goods your items must be thoroughly packaged and must be able to fall approximately 1 meter without breaking. Bubble wrap or packaging peanuts should be used for inner packaging for any item that is breakable. Clothing and plastic bags or similar items are not suitable for packaging your order.

15.4 In the case of damage to or loss of a non-tracking item, you will provide us with an accurate description of your item and contents within 7 days of the delivery date or expected delivery date. Upon receipt, a recovery process will be initiated with the relevant Carrier which will continue no longer than 28 days after the estimated delivery date. Any recovery will be subject to the Carrier’s terms and conditions.

15.5 We accept no liability for loss or damage to any Goods booked through our Website by an unauthorised re-seller.

16.1 In the event of loss of your Goods caused by negligence or breach of these Terms on Sherpr’s part, our liability to you is limited to the cost of their replacement, taking into account their age and condition immediately prior to their loss, subject to a maximum liability of £100 per Order. This may be increased up to a maximum of £1200 by paying a fee during booking with a 20% excess on a successful claim.

16.2 We shall perform our duties with a reasonable degree of care, diligence, skill, and judgment.

16.3 Without prejudice to the general exclusion of liability at clause 15.1 above, we and the Carrier shall have no liability for any loss or damage if and to the extent that such loss or damage is caused by:

16.4 We accept no liability for loss arising from delays in collection or delivery of Goods.

16.5 Our liability for loss of or damage to Goods shall be limited to the amount of any discretionary compensation as detailed in clause 16.1 above.

16.6 We shall not in any circumstances whatsoever be liable for indirect or consequential loss such as (but not limited to) loss of profit, loss of market or the consequences of delay or deviation however caused.

16.7 Compensation will not be offered for any items on our Prohibited Items List or any:

16.8 Loss or Damage arising from the following circumstances will also not be covered under the complimentary compensation:

17.1 Compensation claims for damaged Goods travelling internationally must be made within 24 hours of the delivery date. Compensation claims for damaged Goods travelling Domestically must be reported within 24 hours of the delivery date. Claims relating to non-delivery resulting in a loss of the Goods must be made within 14 days of the expected delivery date. Claims after this time will not be processed. Any items not declared on the International Customs Invoice will not be covered in the event of a claim.

17.2 To make a claim please email us at support@Sherpr.com. We shall then contact you and request any additional information which is required to process your claim. You will have 7 calendar days to provide us with full details of any claim from the date of our request, failure to do so will result in your claim being rejected.

17.3 If you have not provided an accurate description of the Goods and contents within 7 days of the Goods stopping tracking in order to allow Sherpr to complete necessary recovery searches compensation will not be offered.  In order for us to consider any claim for compensation, within 28 days of the shipment date you must provide Sherpr.com with and include in the claim:

17.4 For all claims (with the exception of total loss) you must keep the package and its contents in the condition in which it arrived, if required you agree to let a third party examine and report back.

17.5 No new claim for damage will be considered 24 hours after the delivery date of the package and no new claim for loss will be considered 14 days after the estimated delivery date.

17.6 If no response to a claim offer is received, or if the claimant fails to provide payment details or other necessary information in order for the claim to be paid, the claim offer will expire 30 days after the date of the offer.

17.7 We reserve the right to dismiss any claim that does not follow the above process.

17.8 We shall be discharged of all liability whatsoever unless proceedings are issued and notice thereof given to us within 12 months of the date of the event or occurrence which is alleged to give rise to a case of action against us.

17.9 All standard valid claims will be paid in GBP to a UK bank account with no processing fee. If an order is placed in USD you may request the claim to be paid in USD to a USA bank account only, with no processing fee. Claims on orders placed in currencies other than USD or GBP, will be paid in GBP. If you require a payment to be made in an alternative currency, either to match the original order currency or otherwise this may be possible however bank fees will be deducted. If you require your claim to be paid to an account outside of the UK (except for claims on USD orders being paid to a USA based account) any bank fees will be deducted from the total payable.

17.10 All successful claims will incur a 20% excess fee.

18.1 You acknowledge and agree that Sherpr own all intellectual property rights in Sherpr and the Services and that no rights over this intellectual property is licenced or transferred to you in any way.

18.2 We shall ensure compliance with all applicable data protection legislation. Our compliance and what data we collect, how we collect it and how we use it can be found within our Privacy and Cookie Policy.

18.3 We may make changes to these Terms at any time and will notify you in advance through one of our mediums. Any changes shall be effective as of the date the Terms are updated on our Website. Sherpr shall not be bound by any other agreement or conditions that seek to vary these Terms unless we have agreed to them in writing and is signed by a director of Sherpr.

18.4 If any provision (or part of a provision) of these Terms are found by any court or administrative body of competent jurisdiction to be invalid, unenforceable or illegal, the other provisions shall remain in force.

18.5 You may not, without our prior written consent, assign, transfer, charge, sub-contract or deal in any other manner with all or any of your rights or obligations under these Terms.

18.6 This contract is between you and us and no other party shall have any rights to enforce any of the Terms.

18.7 These Terms constitute the entire agreement and understanding between you and us and supersede any previous terms between us relating to your use of the Services.

18.8 Our failure to exercise or enforce any right or provision of the Terms shall not constitute a waiver of such right or provision.

18.9 These Terms are governed by English law and the courts of England and Wales shall have exclusive jurisdiction in relation to matters arising out of these Terms.

19.1 We will use our best endeavours to ensure that the Services are provided continuously and that access to our Website is not interrupted by any event within our control. We endeavour to notify you in advance of planned downtime, which, if reasonably practicable, will be scheduled outside normal office hours.

19.2 We undertake no obligation to respond to queries but endeavour to do so within a reasonable time.

20.1 Sherpr hosts independent genuine customer reviews on our Website. By submitting a review you agree that your review represents a fair and accurate summary of your experience. Reviews are published unabridged with the exclusion of foul language, third party trademarks and personal details which will be obscured within the published review.

20.2 You may link to our Website, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. We reserve the right to withdraw linking permission without notice.