Frequently asked questions
How long does sea freight take?
Sea freight usually takes 8–10 weeks door to door, depending on the destination and customs. Air cargo takes around 7–14 days.
Do you collect from my home?
Yes. Collection is free from mainland UK addresses. Choose your date and time window when you book. Highlands, islands and Northern Ireland may cost extra — we'll contact you if so.
Can I get an empty box delivered first?
Yes. Mention it in the notes when booking and we'll drop off empty boxes and packing tape before your collection date.
How do I pay?
Pay a deposit (or the full amount) securely by debit or credit card when you book online. Card payments are handled by Stripe — we never see or store your card details. Any balance is due before your box ships.
How do I track my box?
Use the tracking number in your confirmation email on our Track page, or sign in to your account to see all your bookings.
What can't I send?
Items like flammables, aerosols, firearms, drugs, cash and perishable food are not allowed. See our prohibited items list for details.
Are my goods insured?
Every box is recorded and handled carefully. Basic cover is included; ask us about extra insurance for valuable items.
Do I need to pay duties in the Philippines?
Balikbayan boxes for personal use within the allowed limits are normally duty and tax free. Commercial quantities may be subject to duties.
Can I change my collection date?
Yes — contact us at least 24 hours before your collection and we'll rearrange it.
Can I use a promo code?
Yes. Enter the code at the review step of your booking. Current codes are on our Offers page.
Still have a question?
Contact our team