Frequently Asked Questions
Find quick answers to the most common questions about our courier and delivery services. Can’t find what you’re looking for? Contact us and we’ll be happy to help.
General
What areas does DDP Express deliver to?
We provide delivery services across the UK, as well as to Germany, the wider Europe region, and worldwide destinations. Whether it’s a local same-day delivery or an international shipment, we can help.
Are you available outside normal business hours?
Yes. We operate 24 hours a day, 7 days a week, 365 days a year, so you can reach us in any crisis or urgent situation.
How experienced is DDP Express?
We bring over 20 years of combined management experience in the delivery and logistics industry, serving customers across the UK, Germany, Europe, and worldwide.
Booking & Collection
How quickly can you collect a parcel?
As a same-day courier service, we have vehicles positioned across the country and can typically arrange collection within the hour of your call, depending on location and availability.
How do I book a delivery?
You can book a delivery by contacting our team directly by phone or email. See our Contact Us page for details.
Can I cancel a booking after I’ve made it?
Yes, cancellations made before collection has taken place may be eligible for a full or partial refund. Once a shipment has been collected and entered transit, cancellation is no longer possible. See our Refund & Claims Policy for details.
Tracking & Delivery
How do I track my shipment?
You can track your shipment in real time using our tracking page. Simply enter your consignment/tracking number to see the current status and progress of your delivery.
Will my parcel be delivered directly to the receiver?
Shipments are delivered to the address provided by the sender, but not necessarily to the named receiver personally. Deliveries to addresses with a central receiving area (such as an office building) will be left at that area.
Do you guarantee on-time delivery?
We guarantee on-time delivery and make every reasonable effort to meet our regular delivery schedules. However, these schedules are estimates and are not a binding part of the contract, as delays can occasionally occur due to circumstances outside our control.
Charges & Payment
How are shipping charges calculated?
Charges are calculated based on the higher of the actual weight or volumetric weight of your shipment. Parcels may be re-weighed or re-measured to confirm the correct charge.
I think I’ve been charged incorrectly. What should I do?
Please contact support@ddpexpress.co.uk with your invoice or consignment number, and our team will review the charge and correct any billing errors.
Prohibited & Restricted Items
What items can’t be shipped?
We’re unable to carry the following:
- Counterfeit goods, animals, bullion, currency, or gemstones
- Weapons, explosives, and ammunition
- Human remains
- Illegal items, such as ivory and narcotics
- Hazardous materials or dangerous goods as classified by IATA, ICAO, ADR, or other relevant regulatory bodies
For the full list, please refer to our Terms & Conditions.
Can DDP Express inspect my shipment?
Yes. We reserve the right to open and inspect a shipment without notice for safety, security, customs, or other regulatory reasons.
Claims & Issues
My parcel arrived damaged or hasn’t arrived. What do I do?
Please email claims@ddpexpress.co.uk with your consignment number, a description of the issue, and supporting evidence such as photos or an invoice. Full details are available on our Refund & Claims Policy page.
Is there a time limit for submitting a claim?
Yes, all claims must be submitted in writing within 30 days of the date DDP Express accepted the shipment. Claims submitted after this period cannot be considered.
Privacy & Data
How is my personal data used?
We only use your personal data to process shipments, provide tracking, respond to enquiries, and meet legal or regulatory obligations. For full details, see our Privacy Policy.
Still Have Questions?
Our team is available 24/7 and happy to help with anything not covered here.
DDP Express
Great Portland Street, London, W1W 7LT
Phone: +44 79 8748 2658
Email: info@ddpexpress.co.uk
Support: support@ddpexpress.co.uk
Claims: claims@ddpexpress.co.uk