Frequently Asked Questions

DpNEx delivers to 150+ countries worldwide. We specialise in deliveries to South Asia — Nepal, India, Pakistan, Bangladesh and Sri Lanka — where we offer the most competitive rates and fastest transit times.

We also ship to Europe, North America, Australia, New Zealand, the Middle East, Africa, and across Asia Pacific.

Yes — all standard bookings include free collection from any UK address. We come to you; there is no need to drop off at a depot.

For destinations such as Nepal, optional door-to-door delivery to the recipient's address is available at an additional charge:

• Door delivery inside Kathmandu Valley: $1.00/kg USD
• Door delivery outside Kathmandu Valley: $1.50/kg USD

For most other international destinations, our partner carriers handle final-mile delivery included in the quoted price.

Our primary service is UK-origin outbound shipping. We also handle inbound shipments from South Asia and East Asia (Nepal, India, Pakistan, Bangladesh, Sri Lanka, China, Japan, South Korea) back to the UK or Europe, using a separate competitive USD-denominated rate structure.

Contact us at booking@dpnex.co.uk for inbound rates and arrangements.

Standard estimated transit times from collection date:

• Nepal, India, Pakistan, Bangladesh, Sri Lanka: 3–10 working days
• Europe: 3–7 working days
• USA / Canada: 5–7 working days
• Middle East: 5–10 working days
• Australia / New Zealand: 7–14 working days
• Rest of World: 7–21 working days

Our International Same Day VIP Express service provides 24-hour door-to-door delivery worldwide. A personal DpNEx courier accompanies your cargo on the flight, ensuring the fastest possible transit and personal care of your shipment.

VIP Express pricing:

• UK Domestic: £20/kg (minimum £50)
• Europe: £20/kg + £1,200 surcharge
• USA / Canada: £20/kg + £1,949 surcharge
• Rest of World: £20/kg + £4,000 surcharge

Subject to cargo and flight availability. Call 07712 150 929 to confirm availability and book.

Delays can occur for a number of reasons outside our control:

• Customs clearance at the destination country — particularly for Nepal, India and Pakistan where clearance can take additional days
• Public holidays in the origin or destination country
• Airline schedule changes or limited flight availability
• Incomplete or inaccurate customs documentation
• Peak periods (e.g. festivals such as Dashain/Tihar for Nepal)

If your parcel has not arrived within the estimated timeframe, please contact us and we will investigate with our partners.

A dedicated courier service means your parcel is handled exclusively for you — not co-loaded with dozens of unrelated shipments on a shared pallet or generic cargo service. At DpNEx, each booking is treated individually:

• We collect from your address at an agreed time
• Your parcel is documented, weighed and prepared specifically for your chosen destination
• It travels via a direct air freight route to the destination country
• A tracking reference is assigned to your shipment only

This is different from postal services or budget parcel brokers, where your items are often consolidated with unrelated goods, handled multiple times, and can take weeks to arrive with minimal tracking. Dedicated courier means personal accountability from collection to delivery.

Booking takes just a few minutes online:

• Go to Book a Parcel and enter your sender and recipient details
• Add your parcel(s) — weight, dimensions and description
• Select your service (Standard or VIP Express)
• Review the price summary and confirm your booking
• Choose payment method — bank transfer or cash on collection

You will receive an email confirmation with your booking reference, bank transfer details (if selected), and document downloads (invoice, shipping label, packing list).

Alternatively, call us on 07712 150 929 or WhatsApp us and we will book for you.

We currently accept two payment methods:

• Bank Transfer: Transfer to our UK bank account. Your booking reference is used as the payment reference. Bank details are emailed to you at the time of booking. Your shipment is processed once payment has cleared.
• Cash on Collection: Pay the driver in cash when they collect your parcel. Available for UK collections only.

Before collection: You may cancel for a full refund by contacting us before the driver arrives.

After collection: Cancellation charges may apply as the parcel will already be in transit. Contact us immediately at booking@dpnex.co.uk or call 07712 150 929.

Address corrections after booking carry a £5 admin fee. Refunds are processed within 5–10 working days to the original payment method.

DpNEx uses a weight-band pricing structure. The base rate is the same for all standard international destinations:

• 0.5 kg = £21 • 1 kg = £24 • 1.5 kg = £27 • 2 kg = £30 • up to 4.5 kg = £45
• 5–10 kg: £10 per kg
• 11–20 kg: £8 per kg
• 21–50 kg: £6 per kg
• 51–100 kg: £5 per kg
• 100+ kg: £5 per kg

Destination multipliers: Australia & New Zealand +10% • USA & Canada +30% • All other countries: no surcharge

Use our Instant Quote Calculator for an exact price.

Once your parcel has been collected and dispatched, you can track it using your booking reference on our Track a Parcel page.

Your booking reference (format: DPNEX-2026-XXXX) was emailed to you when your booking was confirmed. Enter it on the tracking page to see the latest status.

• Booking Confirmed: Your booking is confirmed and awaiting collection.
• Collected: The parcel has been collected from your address.
• In Transit: Your parcel is on its way to the destination country.
• Customs Clearance: The parcel is being processed by customs authorities at the destination.
• Out for Delivery: The parcel is with the local delivery partner and will be delivered shortly.
• Delivered: The parcel has been delivered to the recipient.

DpNEx prepares all required customs documentation (CN22/CN23 forms) for your shipment as part of the standard service. You must provide accurate descriptions of the parcel contents and a realistic declared value.

Important: All customs duties, import taxes and handling fees at the destination country are the sole responsibility of the recipient. These are not included in DpNEx's quoted price.

For Nepal shipments, optional Nepal customs clearance assistance is available for an additional charge of $3.00 per kg USD.

The following items are strictly prohibited and cannot be sent via DpNEx:

• Dangerous goods, explosives, flammable or corrosive materials
• Illegal substances, controlled drugs, or counterfeit goods
• Cash, currency, negotiable instruments, or precious metals
• Live animals or fresh perishable foodstuffs (without prior written agreement)
• Human remains or ashes
• Items that violate the laws of the origin or destination country
• Parcels exceeding 30 kg / 120×60×60 cm (unless agreed in writing)

You are solely responsible for ensuring your shipment complies with all relevant laws. See our Terms & Conditions for full details.

Dried / packaged food (such as dried spices, lentils, packaged sweets) is generally acceptable but must be clearly declared on the customs form. Fresh, perishable or meat products are not permitted without prior agreement.

Personal effects (clothing, household items, gifts) are widely accepted. Ensure items are accurately described and the declared value reflects their genuine worth. Undervaluing items to avoid customs duty is illegal and can result in seizure.

If you are unsure whether a specific item is permitted, contact us before booking.

All parcels must be securely packaged to withstand international air freight handling. Our recommendations:

• Use a sturdy corrugated cardboard box in good condition
• Fill empty space with bubble wrap, packing peanuts or crumpled paper to prevent movement
• Fragile items must be double-boxed with at least 5cm of cushioning on all sides and clearly marked “FRAGILE”
• Seal all seams securely with strong parcel tape
• Attach the shipping label provided in your booking confirmation to the outside

Packaging assistance (boxes, materials, wrapping) is available on request for an additional charge. Please mention this when booking.

All shipments include basic liability cover up to £100. If your parcel is lost or damaged, DpNEx's liability is limited to the declared value of the goods or £100 — whichever is lower.

Additional insurance is available on request, priced at approximately 2% of the declared value. Please request this at the time of booking.

Claims for damage or loss must be submitted in writing within 14 days of the expected delivery date. Claims submitted after this period will not be accepted. Contact us at booking@dpnex.co.uk to open a claim.