Frequently Asked Questions FAQs

Collection and Delivery

A. Yes, we need to have your postcode/Eircode on your booking. Having postcode/Eircode on your booking is easy for the courier partner to make the collection and delivery quite easy. To find your Eircode please go to
A. Collection is made from Monday to Friday between 9am till 5:30pm. Usually delivery is done in the morning and collection is done in the afternoon. Sometimes the driver is making a delivery in your area in the morning and then collect the parcel.
A. Currently we are not collecting & Delivery on weekend. All our deliveries are from Monday to Friday and excluding Public Holiday.
A. Yes you can cancel the collection on the day of booking before close of business at 5:30pm. If you fail to cancel within the timeframe then there will be a surcharge of €15+VAT.
A. SmartParcel is a courier Broker and not the collection agent. In the unlikely event that a collection does not take please contact us immediately via email or Live Chat and we will rearrange for your collection.
A. Yes, you can drop the parcel to our office address SmartParcel, Unit 2 , Whitestown Industrial Estate, Whitestown Road , Tallaght , Dublin 24 , D24 W4FX. If you are outside Dublin , please contact us for more drop off depot.
A. No we do not provide this type of service unless you arrange with our customer service via email or Live Chat.
A. A signature is obtained from whoever receives the item. This may not be the person named on the address label.
A. It can be collected from our delivery partner’s local depot within 10 days. Driver will leave a note to inform recipients of attempted delivery or via email/Text message.
A. SmartParcel is not responsible if the destination address is wrong on the label. SmartParcel will try to resolve the address before if get delivered with the carriers. Once a parcel has been delivered, we are not able to retrieve it. Customers may wish to send a letter to the address where the parcel was sent advising them of the error and asking them to return it to you.
A. Yes. SmartParcel’s online tracking tool ( can be used to confirm the delivery status of the parcel.
A. Yes. When customers make their booking online, their parcel will be given a unique identifying number, allowing them to track their item online via the SmartParcel website.
A. No. We do not provide this service but looking forward in the future.
A. No. The collection charge is built into the cost of delivery.

Drop off.

A. You can drop off your parcel to our office at SmartParcel , Unit 2 , Riverside , Whitestown Industrial Estate, Whitestown Road, Tallaght , Dublin 24 , D24 W4FX or contact our customer for more information about drop off points in your area.
A. If you are dropping off to our head office, please use SmartParcel label. If you are outside Dublin, please contact our customer service and they will send you the appropriate shipping label weather its AnPost, GLS or other carriers.
A. Parcel will not be accepted to any postoffice without a valid prepaid anpost Label or with other carrier locations.
A. You Parcel will be scanned by one of the AnPost Team and they will give you a receipt. Please keep the receipts safe in case of loss of parcel or Damage.
A. Parcel can be tracked on using your booking reference or the tracking number on the AnPost Label via AnPost Site.
A. Your Parcel is insured up to €25 per parcel.


A. We do not provide boxes or Jiffy Bag. You can use Standard Boxes and Jiffy Bag. Please make you use the recommended shipping Box & Jiffy Bag for Shipping your Item
A. SmartParcel recommend you print the label that you have received from your original confirmation and place it on your parcel. If you do not have a printer, we recommend you write it on the parcel. The Collection guy will have its own label to put on the parcel.
A. We can only accept items that are professionally packed within a box ready for the driver. The item must be cushioned, protected with suitable outer packaging and the corners protected. Padded Envelopes and Jiffy Bags are not suitable for delicate items. If the item is not correctly packaged the driver may refuse to collect and if the contents are not protected adequately any claim will be invalidated if damage occurs in transit.
A. Parcel weights are calculated on a volumetric basis based on both weight and dimensions. Therefore, the volumetric weight of your parcel may be greater than the actual weight itself. Different couriers use slightly different calculations to determine a parcel volume so please use the calculator below.
A. Parcel may not exceed the following dimensions for PickUp & Delivery / PickNPacK: Maximum length – 200cms, maximum girth (2 x (depth + width) 300cm, and items no heavier than 30kg (Ireland), and 50kg (international).

Parcel Booking

A. We do not provide phone call booking due to security reason. We are looking in the future to add the telephone bookings.
A. We do not provide cash on collection service and all bookings are prepaid before the collection is made.
A. All bookings are made online via our website ( and we accept all major visa debit card/ Credit Card, MasterCard debit card / Credit Card, PayPal.
A. Sorry we do not provide credit account. All bookings are prepaid.
A. Yes, we provide bulk discount for more that 5 parcels in 1 shipment, but the parcel will need to drop to our depot and using the SmartShip service.

Export Documentation

A. Customers despatching goods to the European Union don’t require customs papers, and no duties or taxes will be applied when parcels arrive at their destination. When sending parcels to Norway, Switzerland and Non-EU countries, special export documentation will be required, even if the items are being sent as samples or as free of charge gifts. A ‘commercial invoice’ will be required. Three copies of the commercial invoice must be attached to each parcel shipment when the driver calls to collect. In order to guarantee a smooth customs clearance, the following information must be included on the commercial invoice: • name and address of sender
• name and address of recipient, including telephone number.
• delivery address if this is different from the invoice address.
• invoice date, number, and place
• description / quantity of goods, with customs tariff number & respective value
• value of goods (with indication of currency)
• delivery terms
• SmartParcel number/s
• weight (gross/net)
• country of origin / declaration of origin
The details listed above are also necessary for samples or gifts which are being sent free of charge. In such cases the following statement must appear on the commercial invoice "sample and / or gift shipment – goods of no commercial value – value for custom purposes only." In instances where the contents of the parcel are of commercial value, additional Export Documentation will be required and will depend on the destination of the goods as well as the contents being sent.


A. We do not provide this service. All payments are made via our online booking via Credit Card or Paypal.
A. is 100% secured and peace of mind we do not keep your cards on file. All payments are processed by third party ( &

Damage Items & Make a Claim

A. Yes, all parcels are issued up to €100 for our PickUp & Delivery / SmartShip Service.If you want additional cover, please contact our customer service via live Chat or email.
A. If your parcel is externally damaged, you can refuse to accept it. Or If the items are damaged on delivery, please sign for goods as damaged and make a note of this with the courier. If you sign for the goods in ‘Good Condition’ you will not be able to process a claim.
A. First take a photo of the damage packaging & damage goods. Then immediately contact SmartParcel customer Service to register a Claim via Make a Claim or Email.
A. Yes, If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging. If the packaging is not kept the claim will be invalid/void.


A. SmartShip is an e-fulfilment service that enables eCommerce small businesses and companies to deliver fast, cost effective and personalised order fulfilment to customers in Ireland, Europe and International.
A. You send you your stock and packaging. SmartParcel will Pick & Pack orders and Shipped it as from €6.99+Vat per order (up to 5kg) with 1 Item (additional items will add €0.50+vat each). Please check our SmartShip Page or visit for more.
A. Simply fill in the form and one of the Team members will contact you.
A. No, you cannot use the SmartShip service. The minimum items to avail for the discounted rate is 10 items.
A. You can get the items delivered to our Office, Unit 2, Riverside, Whitestown Industrial Estate, Tallaght , Dublin 24, D24W4FX or we can arrange for collection (** Collection charge may apply).
A. Yes, we can provide a discount and you will need to contact us via Chat or email.
A. Please contact our Customer service via email or Live Chat for more information.