Help

Send a package

Do I need a TNT account to send a package?

An account is not necessary. You can simply book your delivery using a UK credit or debit card.

How do I know my credit card information will be secure once sent over the Internet?

TNT Direct uses HTTPS, an Internet standard communication protocol, which uses Secure Socket Layer (SSL), an industry-standard encryption technology, to protect your credit or debit card information as it is transmitted over the Internet.

Does TNT Direct support Verified by Visa and Mastercard Secure Code?

Yes. Verified by Visa and MasterCard SecureCard enhances your card against unauthorised use when shopping online. Once you have created your password with your card issuer, you will be asked to enter it at the end of the checkout process.

What is the latest collection time for my area?

Most parcels which are booked before 1pm will be collected on the same day. There are some areas where parcel bookings are required before 11.30am to ensure same day collections, view a list of postcodes or contact us on LIVE CHAT SERVICES. TNT is unable to collect or deliver to or from PO Box Numbers.

Are TNT bookings processed 24 hours a day, 7 days a week?

TNT Direct offers you the flexibility to book a parcel at a time which is convenient to you. Collections are Monday to Friday between 9am and 5pm. A same day collection service is available if you book your parcel before 1pm. If you book after 1pm the collection will be made the next working day (excluding bank holidays).

The system says my postcode is not valid. How do I make a booking?

TNT Direct will allow you to input the postcode manually. Please ensure all mandatory fields are completed accurately. Incorrect details may cause transit delays.

What if I do not know the destination postcode?

If you do not know the destination postcode, please check with the receiver or contact us through our LIVE CHAT SERVICES online for assistance. Incorrect postcodes may cause transit delays.

Does TNT deliver to PO Box Numbers?

TNT is unable to deliver to PO Boxes. A full street address is required. If you require a delivery to a PO Box click LIVE CHAT SERVICES.

What are the maximum weight and size limits for a parcel?

The weight and size limits will vary dependent on the service and destination. The maximum linear dimensions are 1.50m x 1.50m x 1.50m. View our size and weight restrictions.

Can I estimate the weight/dimensions of my parcel?

Exact weight and dimensions are necessary to ensure speed of delivery. If this information is not accurate your parcel may be delayed in transit, the difference in cost will be requested and a possible surcharge applied before the parcel’s journey can restart. View our guide to understanding volumetric weights.

What packaging should I use for my parcel?

When packing your parcel, please ensure that it is able to withstand the normal rigors of multi handling transportation. View useful packaging hints and tips.
Note: TNT accepts no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation.

Are there any items I can't send through TNT Direct?

TNT Direct provides a business-to-business package delivery service for business mail, documents and parcels.

View dangerous goods and prohibited items. These items are prohibited by legislation or regulations. TNT cannot carry certain items without prior written agreement between TNT Express (the carrier) and the sender. For more information contact us via LIVE CHAT SERVICES.

How long will it take to deliver my shipment to another country once it has been collected?

Check Transit Times for further details.

How do I change or cancel a booking request?

Should you need to change or cancel your booking please use our LIVE CHAT SERVICES or call 0845 600 7655.

I don't have a printer. Can I use the TNT Direct service?

If you do not have a printer, please contact us via LIVE CHAT SERVICES or visit the Contact Us page and request the driver to bring a consignment note. However you will still need to provide a commercial invoice for any non EU destinations.

How do I report a technical problem with the site?

Please contact us via LIVE CHAT SERVICES or visit the Contact Us page and submit an enquiry form.

How do I prepare for an international shipment?

Our user guide on preparing international shipments with useful contacts can be viewed by clicking here.

Will my parcel be opened for inspection by TNT Express?

TNT Express operates an unknown shipper policy for all parcels sent via TNT Direct to an international destination by air. All parcels may be subject to inspection for security screening.

What does this mean?

When your TNT Direct driver collects your parcel they will apply an ‘unknown shipper label’ to it . Once the parcel arrives at the TNT depot, security-trained staff will open and inspect the parcel to ensure the paperwork and contents correspond and that the content is acceptable for movement through the TNT Express network. This may include the use of x-ray, explosive trace detection and other security screening methods. If the content is in order, the label will be signed and the parcel will be securely closed before continuing the shipping process. Note: If the parcel cannot be inspected due to size, volume or complexity, the security screening will take place at the air hub.

Click here for a list of dangerous goods and prohibited items. These items are prohibited by legislation or regulations. TNT Express cannot carry certain items without prior written agreement between TNT Express (the carrier) and the sender. For more information contact us via LIVE CHAT SERVICES.

What if I do not want TNT Express to open my parcel?

It is TNT Express policy to inspect all international goods being sent by unknown shippers through TNT Direct.

How do I find out about shipping hazardous goods?

For information on shipping hazardous or prohibited goods click here, or contact us via
LIVE CHAT SERVICES.

Shipping to the Channel Islands?

For shipments to the Channel Islands you will need to print and complete FOUR Commercial Invoices. Click here for a guide on preparing commercial invoices or open a blank commercial invoice

How can I re-arrange a collection of my shipment?

If your shipment has not been collected, please contact us via LIVE CHAT SERVICES or visit the Contact Us page and submit an enquiry form. Your enquiry must include your consignment number, and preferred collection day.

Creating Shipping Documentation

What documents are needed to accompany my shipment?

All TNT Express shipments must be accompanied by a consignment note and package labels. All shipments that travel outside the European Union must also be accompanied by a commercial invoice.

Track Shipment Status

Can you tell me when my shipment will be delivered?

To find out if your shipment has been delivered, who signed for it and other tracking information just type in your TNT consignment number in the 'Track a parcel' field at the top of the page.

How can my customer re-arrange a delivery of the shipment?

If the driver has attempted delivery to your customer and left a card, your customer should use the re-delivery service. If the driver has not yet attempted delivery or your customer does not have the re-delivery card, your customer should contact us via LIVE CHAT SERVICES or visit the Contact Us page and submit an enquiry form. Your customers enquiry must include the consignment number, delivery address and re-delivery date. Note: Orders can only be re-delivered between Monday and Friday.

Can I collect my shipment from your depot?

Yes, if you have received a “we missed you” card, please use the re-delivery service to arrange your parcel collection.

How do I make a complaint?

Please use our LIVE CHAT SERVICES or visit the Contact Us page and submit an enquiry form, providing an overview of your complaint referencing your consignment number.

Can I take my parcel to a TNT Express depot?

Please do not bring your parcel to a TNT Express Depot as we are unable to accept packages in this way. If your parcel was not collected on the specified date please contact us via LIVE CHAT SERVICES or visit the Contact Us page and submit an enquiry form. Your enquiry must include your consignment number and preferred collection day.

Making a Claim

TNT Express aims to ensure the safe and timely delivery of your parcels and documents and successfully carries more than 650,000 shipments every week.

Very occasionally, an unforeseen situation may occur. Needless to say, we’ll do everything we can to resolve any issues as quickly as possible.

What should I do if my consignment is lost?

If you believe your consignment has been lost, please contact us to initiate the process to locate your item. Please mark clearly in the subject field of your email “TNT DIRECT CLAIM” to ensure a quick response from one of our Customer Service representatives, who will respond, in most cases, within two hours. TNT will investigate your claim and advise you within three working days.

What should I do if my consignment is damaged?

If your consignment has been damaged in transit, contact us to initiate the process to assess your claim. Please mark clearly in the subject field of your email “TNT DIRECT CLAIM” to ensure a quick response from one of our Customer Service representatives, who will respond, in most cases, within two hours. TNT will investigate your claim and advise you within one working day.

If my item is damaged, who is entitled to make a claim?

The claimant must be the person who books the delivery service. To support your claim, you may be required to provide proof of the damage, including the external packaging. The contents of the consignment and the original packaging should be available for inspection at the delivery address.

TNT may also require proof of the value of the item(s) – this information should be included with your claim.

How do I file a claim?

After registering your claim, a form will be sent to you. Please complete all your details, providing as much information as possible, and then return it to us to process your claim.

How long do I have to report a lost or damaged consignment?

In order to allow your claim to be processed as quickly and smoothly as possible, we must receive your notification about the loss, damage or delay within 7 days after delivery of the shipment or within 7 days from the date the shipment should have been delivered.

On receipt of a claim form, you must return it within 21 days of date of issue, fully completed and with all supporting documentation.

What information do I need to provide?

Simply complete the form fully with all the relevant information, detailing the consignment note number, date of despatch and all supporting material including invoices, photographs and/or brochures or literature describing your goods.

This will help us to process your claim quickly but if we need more information we may write to you asking for more details.

What happens next?

When we receive your claim form, our claims team will investigate and resolve your claim as quickly as possible. Our aim is to resolve your claim within three weeks of receiving your completed claim form.

Terms and Conditions

What are your Terms and Conditions of carriage?

View our Terms and Conditions.

Can't find what you're looking for?

If you are unable to resolve your query using the questions here, please contact us via LIVE CHAT SERVICES or visit the
Contact Us page and submit an enquiry form.