terms and conditions
As a user of this website, you are acknowledging that any use of this website, including any transactions you make, are done in compliance with the terms and conditions listed below.
- SIL - Standard Intercontinental UK Limited
- Carrier - SIL or third party Agent
- Consignment/Goods - Goods sent via any of our services to an individual address
- Consignee/Receiver - The person or persons receiving the consignment
- Consignor/Sender - The person or persons sending the goods.
- You/Your - Either the sender or receiver (whoever arranges the shipment).
- Airway Bill - The documentation placed on the goods.
- Third Party - The order placed though SIL will utillise the systems of other major carriers
- Working Day - Monday to Friday from 09:00 to 17:00, Saturday from 09:30 to 14:30, excluding public and bank holidays.
Obligation to the Customer
- SIL will arrange delivery of the consignment through a Third Party service with a reputable carrier.
- SIL may not come into direct contact with the goods having arranged for the collection through a Third Party service.
- The carrier has the right to refuse a consignment for given reasons, such as insufficient packaging or the consignment begin larger than stated when the order was placed. In addition, SIL retain the right to refuse any user or order from our systems
- All queries/claims must be directed through SIL, in the first instance, who will then contact the relevant carrier on the Senders behalf. If the Carrier (other than SIL) is contacted directly, SIL may not be able to assist you with your query at a later date.
- All quotes given by our customer Services Team are for transit only and are excluding any Duties or other Taxes that may apply.
Inspection
SIL, or any of thier appointed Agents, have the right to open and inspect your shipment without you being given prior notice.
Prohibited Items
It is extremely important that you check that we are able to carry your goods before placing your order. If a prohibited item is collected and then returned, no consideration will be given regarding a refund and you will be contacted and charged for the return delivery. No claim, whatsoever, can be made for damage or loss of a prohibited item.
Customs Clearance
Unless specified, in writing, any quotes for the service are for the transit of goods only. SIL has no control, whatsoever, regarding Customs queries or charges that may arise from the carriage of goods. Any additional customs charges must be paid by, either, the Sender or the Receiver prior to delivery or when the delivery is made. SIL reserve the right to pass these charges on to the person who has placed the order. If the charges are refused and the delivery is returned, you will also be required to pay for the return delivery.
Surcharges
By entering the weight and dimensions you are paying for transit only, based on the Information provided. If the goods prove to be heavier or larger than the initial information given, you will be required to pay for the additional weight as well as an additional £10 administration fee. Additional charges will be confirmed in writing only where an e-mail address has been provided by you. You are paying for the transit charges only. You are required to pay any, additional, Customs charges that may arise.
If your shipment should require additional documentation, you will be contacted by Customer Services. If this can not be provided, you will face delays and could be required to pay an additional premium for transit clearance or the cost return delivery.
SIL reserve the right to stop and/or hold goods for an indefinite periods of time where any outstanding monies are owed by the customer. Where the Customer refuses payment, it is agreed that SIL are within their rights to sell these goods in order to cover whatever outstanding costs exit with regard to that customer.
Delay, Damage and/or Loss
In the event of damage, all packaging must be kept for inspection by the carrier. The goods must be available for inspection in the state in which they were delivered, at the address they were delivered to. If the goods are moved, repaired or if the packaging is not kept, no consideration will be given to your claim.
Goods must be signed for as ''damage'' when they are delivered, if that is the case. If goods are not able to be inspected upon delivery, they should be signed for as ''unchecked''. If goods are signed for without written comment stating ''damage'', ''unchecked'' or they are signed as ''in good condition'', you will not be able to proceed with any claim.
Remote areas both in the U.K (Offshore Islands, areas of Scotland, Wales, Cornwall) and internationally may be subject to additional delays.
SIL will not consider any liability for delays where the reason/s fall outside the reasonable control of the Carrier.
Any claim must be submitted, in writing, to us within 14 days of receipt in the case of loss and 18 days in the case of damage when the goods have been insured.
All transit times are given as estimations. It is important that you be aware that unforseen delays can occur for innumerable reasons and plan for such possibilities. We use a number of trusted Agents to make deliveries and are fully confident that they will get your goods to their destination as fast as possible but, where other companies make claims of 'guaranteed' delivery times, we do not wish to instill a false sense of security to any of our Clients. While it is most likely that the goods shipped will arrive in good time, we would advise you to communicate with those receiving the goods and inform them of the possibility of delays.
SIL will make ever reasonable effort to deliver the shipment according to their regular delivery schedules but these are NOT GUARANTEED AND DO NOT FORM PART OF THE CONTRACT. SIL is not liable for any damages or loss caused by delays.
Insurance and Claims
Certain of our services come with an option to insure your goods. Should you require additional insurance, you must contact Customer Services, prior to booking a shipment, to ascertain whether insurance is available for the service you wish to use. It must be noted that S.I.L. do NOT sell insurance and that cover is only facilitated through one of our third party agents (also not selling insurance) following the guidelines set down for such coverage by the F.S.A.
Where insurance is can be provided by the Carrier, it is your responsibility to ensure that all notification is properly made (e.g. you must make sure you tick the appropirate box, and state the value to be insured, on the AWB). Failure to do so will result in any claim being voided. You must also be sure to keep any and all relevant documents showing intent to insure and the stated value of the goods to be shipped. Failure to do so will result in any claimbeing voided.
It is also advised that you provide photographic evidence of damage in addition to the physical inspection by the Carrier.
No consideration will be given to any claim where the goods are deemed to have been insufficiently packaged upon inspection by the Carrier.
Liability
The person placing the order is responsible for all information entered SIL will not be held responsible for any incorrect information that is given and no claims or refunds will be considered in that instance.
Liability is limited to the company who are carrying the goods. SIL reserve the right to deny liability where the goods have been sent via a Third Party where no additional insurance has been requested-in using our service you are accepting that no claim may be brought in such an instance.
- Loss or damage under the following condition will not be covered:
- Acts of God (or similar Deity)
- Consequence of war
- Insufficient packaging / Incorrect labeling
- Prohibited contents
SIL will deal only with the person who placed the order.
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.
Governing Law
These terms and conditions and any contract between us shall be governed and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.
Statutory Rights
These terms and conditions are in addition to your statutory rights, as a consumer, which remain unaffected.
Complaints
Our aims are to provide outstanding customer service. If you have any complaints regarding the service you have received, please contact our customer service support team on +44(0)20 8778 9830. If you require further assistance or have any questions our customer service support team will be more than happy to help you.