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Guide Lines On How We Work

Once you have placed an order, we will collect the goods on the requested day between 09.00-17.00. The goods will then be transferred to our warehouse where our team will label and load the goods for delivery to our regional hub. Once the goods arrive at the hub they go through quality control and are sorted into bays for collection by the delivery carrier, Once collected the goods are returned to the carriers depot for loading onto a vehicle to the delivery point between 09.00-17.00 on the requested day. All our deliveries and collections are made kerbside only meaning we will not enter your property or driveway to make delivery. This Hub and Spoke method’ of delivery ensures that Palletline can offer an excellent service across the entirety of the United Kingdom and Ireland

Placing an order with us has never been easier, simply head to the home page select your pallet size and we will be able to give you a quote in seconds. Alternatively you can contact us on or give us a call on 01328 852702 and a member of the team will be happy to help.


For your delivery to run smoothly we ask that your goods are securely strapped/wrapped to a pallet upon collection with Shrink wrap, fibre/steel banding chains ETC and that the goods do not overhang the pallet. The goods need to be well presented and stable with even weight distribution and the pallet must been in reasonable condition as the pallet will be handled up to 6 times through our network. Palletshifter does not offer a Packing or Palletising service.

Our drivers reserve the right to refuse to collect any goods they deem to unfit or unsafe for transport

Pallet dimensions

There are two key pallet sizes:

Euro pallet 1.0MX0.8M

UK Pallet 1.2X1.0M

Both pallets are usable in both the UK and Europe. We do not accept USA Pallets. These are 1.2X1.2M and only open one end which means the pallet is not compatible with a forklift or pallet truck.

On palletshifter we ship Oversize pallets up to 2.4X1.0M but these are chargeable at additional spaces.

If you are unsure or if your pallet falls outside of the dimensions listed, please do not hesitate to contact us.


The following items are not accepted:

  • Engines (unless securely packed and completely drained of oil)
  • Hazardous goods such as chemicals, Batteries and explosives ETC
  • Livestock or food that needs to be kept at a minimum temperature
  • Unsecure or poorly wrapped goods
  • One-way pallet bases or pallets in poor condition

As the customer it is your responsibility to ensure that your order is fit for travel, if we become aware of any issues Palletline reserves the right to hold the item in quarantine and contact you to advise. Please be advised that any extra charges incurred as a result of incorrectly declared freight may be passed back to you.

Vehicle Types

Palletline typically uses a 18T rigid vehicle fitted with a skeletal frame body, Tail lift and curtain sides designed to carry up to 10 tonnes of weight. The standard dimensions are:

Height: 3.4M
Length: 13M
Width: 2.8M
Tail lift delivery

When booking your order, you can request the goods be delivered on a Tail lift vehicle. This will mean the goods can be offloaded by the driver and left kerbside. To facilitate a tail lift delivery the goods cannot weigh any more that 750KG, be no larger than 1.5X1.0M and be on a double-sided pallet as detailed in our Pallet dimensions section. The delivery can only be made kerbside onto a solid surface such as tarmac or concrete. This is because manual pump trucks do not work on rough, loose or soft surfaces such as gravel or sand. In addition to this it is important to be mindful of the incline of the road as this will increase the weight factor of the goods and may render it impossible for the driver to offload the goods safely.

IMPORTANT: Palletline will not enter private property as the network is not insured for private residences, deliveries are made kerbside and the driver is instructed to refuse to enter your property even at your request. The reasons for this are included but not limited to:

  • Crushing or damaging to driveway surfaces such as brick weave
  • Underground damages to drains and manhole covers
  • Damages to surrounding walls, fences or gates
  • Damages to surrounding trees and plants
  • Potential injury to persons or animals
Smaller Vehicles

Palletline has access to a limited number of smaller vehicles available upon request and subject to availability. These are typically:

Height: 3.4M
Width: 2.8M

Small vehicles have a reduced weight capacity typically 2000KG and goods that need to be offloaded via a tail lift can be no heavier than 500KG. If the weight exceeds 500kg then alternate offloading such as forklift will have to be arranged prior to delivery.

Delivery Issues

If a delivery fails due to no fault of Palletline such as access restrictions or an incorrect address a redelivery fee of £25 per pallet +VAT may apply, our team will contact you immediately with any issues so its important to ensure your contact information is accurate.

In the event of the goods arriving at the delivery point damaged or with items missing in the first instance it is advisable to contact us. The delivery driver will also have an electronic PDA with them so we advise that you ask the driver to sign the goods off as ‘Claused’ and take any photos of the goods this will create fewer issues in the event of a claim. Please be advised the narrative ‘UNCHECKED’ or similar is not accepted and will not act as a claused proof of delivery and may prevent a claim being processed.


If your goods become damaged throughout Palletline we will ask you to submit a claim form no later than 5 days after the order has been dispatched. We will also ask for some additional documentation to help process your claim as listed below:

  • Proof of purchase
  • Proof of sales value
  • Proof of ownership
  • Proof of the net weight
  • Photographs of damages

Our Insurance is calculated on the weight of the damages at £5 per KG excluding the weight of the pallet as detailed in the RHA terms and Conditions of carriage. If your goods are valuable, I recommend taking out additional goods in transit insurance.

Our insurance becomes void if the goods become damaged due to the goods overhanging/protruding outside of the pallet dimensions or If the goods are black wrapped and unidentifiable.

you can find our claim form here:

Uninsurable goods

There are some items that we can ship through Palletline that are not insurable these include:

  • Perfume
  • Alcohol
  • Precious stones and Metals
  • Perishable goods
  • Mobile phones
  • Computers
Things to remember

Palletline prides itself on offering an outstanding bespoke delivery service and in the unlikely event you need to claim here is a handy list of things that will make the process easier:

  • Upload a photo of your goods to Palletshifter prior to shipping
  • Keep s copy of your Invoice or website transaction
  • Obtain evidence of weight, this can be from sales literature of information from the website
  • Keep a copy of your purchase invoice. If you are selling an item and do not have a receipt, we will require a letter stating this fact and some evidence detailing how the value is calculated
  • Ensure the weight declared when placing your order Is correct as this is what is used when calculating your claim
  • When a claim is in progress the damaged goods become property of the insurance company and will be held in our warehouse until a settlement has been reached.
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