Our
FAQs
Find answers to the most common questions about booking, packing, pallet sizes, delivery options, Amazon FBA inbound, tracking, liability, and more.
If you can’t find what you need, please contact our Croydon team and we will answer any questions you might have.
Services and coverage
Which areas do you cover?
We collect across South London postcodes, including CR, SM, SE, SW, and KT, and deliver nationwide via the Palletline network. Learn more in Our Services.
What delivery speeds do you offer?
Choose from Next Day and Premium for time-critical freight, or 48 and 72-hour Services for economy options (note: availability can vary by postcode).
Do you offer full or part loads?
Yes. For 10 pallets or more, ask about our Full Load Service. We will advise the most efficient route and schedule
Booking & Accounts
How do I book a job?
Open an account to access our Customer Portal, then book collections, print labels, and track consignments.
If you prefer, we can book on your behalf. For help, contact us.
Can you collect the same day?
Same day collection may be possible depending on location and capacity.
Call our team and we will confirm options for your postcode.
To book a collection, what information do I need to provide?
- Number of pallets
- Footprint and loaded height
- Weight per pallet
- Stackable or non-stackable?
- Tail lift required or forklift on site?
- Delivery contact
- Opening hours
- Any booking references (such as Amazon ASN)
Pallet sizes and weight limits
What pallet sizes do you accept?
Network footprints are typically 1.2m x 1.2m.
Common size bands are:
- Full pallet, up to 2.2m loaded height, up to 1,000kg
- Half pallet, up to 1.0m loaded height, up to 500kg
- Quarter pallet, up to 0.6m loaded height, up to 250kg
Palletline also offers ‘Half Plus’ for up to 1.8m at 500kg
If your freight is oversize or irregular, contact our team before booking.
Tail lift, Lift Assist, and kerbside rules
Can you collect or deliver without a forklift?
Yes. Most vehicles carry tail lifts and pallet trucks.
Sites must have flat, firm ground such as tarmac or concrete, not gravel, grass, or steep slopes.
Residential deliveries are kerbside only.
Why is there a 750kg limit for standard tail lift deliveries?
For safety, the Palletline network sets a 750kg limit for standard tail lift drops. For 751 to 1,000kg pallets, we use Lift Assist, which employs power-assisted pallet trucks for safer handling, subject to site conditions.
What does 'kerbside-only' mean?
We unload to the nearest safe point at the roadside or driveway.
Drivers cannot enter buildings, climb steps, remove packaging, or take pallets away.
Final positioning inside the premises is the recipient’s responsibility.
Amazon FBA inbound
Do you deliver to Amazon Fulfilment Centres?
Yes. Palletline is the only UK pallet network in Amazon’s Inbound Preferred Carrier Programme.
We consolidate freight and use fixed daily slots into UK FCs, which reduces risk of fines and delays.
Provide your ASN and any FBA label requirements at booking. Learn more about Amazon inbound freight.
Labelling and packaging
Do I need to label pallets before collection?
Yes. Every pallet needs a clear label with the delivery address and sender details.
Portal users can print labels, and a neatly handwritten label with full details is acceptable for a one-off shipment.
Can you supply a pallet and wrap my goods?
Yes. Choose a pallet and wrap option during booking.
We can collect loose cartons, palletise, and secure them before network injection.
Will you remove the pallet or shrink wrap at delivery?
Packaging normally remains with the recipient.
If you need packaging removal, request this at booking, and we will quote accordingly.
Stackable, or non-stackable?
Tell us if your freight is non-stackable.
Declaring it non-stackable helps us plan loading and space, and it may influence the price.
Payments and surcharges
How can I pay?
We accept major debit and credit cards and bank transfers.
Funds must clear before dispatch. See our Terms and Conditions for details.
Do you deliver at weekends or on Bank Holidays?
Yes, by prior agreement.
Deliveries outside Monday to Friday, 09.00 to 17.00, carry additional charges and must be agreed in writing before collection.
Tracking, PODs, and delivery windows
Can I track my pallet?
Yes. You can track progress through our Portal and request Proof of Delivery upon completion.
Pallet networks scan consignments throughout the journey to provide status and ETAs. See Files and Resources
Can I book timed deliveries?
Yes. Timed windows, AM, and booked-in deliveries to RDCs and trade sites are available on request.
Availability can vary by postcode and service.
Restricted items and insurance
What goods are restricted?
For safety and compliance, the following hazardous or prohibited items cannot travel on the network:
- Explosives
- Corrosives
- Firearms
- Cash
- Precious stones
- Perishable goods
- Live animals
- Certain other fragile items
If in doubt, please ask before booking.
Is my shipment insured?
Carriage is provided under RHA Conditions of Carriage.
Liability is typically limited to a fixed amount per tonne, based on the gross weight of the goods affected.
For higher-value items, we recommend arranging goods in transit insurance.
Deliveries to Europe, Ireland, Highlands and Islands
Do you deliver to Europe and Ireland?
Yes. We provide import and export across Europe, and service Ireland, with transit options that differ from the UK mainland.
Ask our team for schedules.
Are there limits for Highlands and Islands?
Premium next-day pallet deliveries are not available for some postcodes in the Highlands and Islands.
Economy services are usually available.
Prefer to speak to someone directly?
Visit Meet the Team or Contact Us and we will be happy to help