Questions

If you send the suitcases to a hotel you should do so well in advance to make sure that the suitcases will be waiting for you at your destination hotel before you set off on your trip. You should enter the destination hotel as the recipient of the shipment and, in the notes for the destination contact, add in capital letters the name of the person the booking is held under.

For security reasons it is very likely that the shipment will have to be inspected by Customs or the airlines, so they must not be closed with any padlock.

To make our couriers' job easier, you must distribute the weight of your suitcases evenly. Please bear in mind that when a suitcase or parcel exceeds 30 kilos it is very difficult to handle. If you request the collection of a large number of suitcases or of considerable weight, we recommend that you ask for a quote, letting us know of such a situation, especially if you live in a building without a lift.

We offer optional insurance for the full value of the goods. You can arrange it by contacting us when completing your shipment, but it is important that you are aware of which items are not covered by insurance and that you have the purchase invoice for the item you wish to insure.

All international shipments are insured for an amount of around 10 euros per Kg. sent. The exact value is calculated knowing that 1 Kg. sent corresponds to 8.33 Special Drawing Rights. The relationship between euros and Special Drawing Rights (S.D.R.) changes on a daily basis and can be checked on this website

Should your shipment be lost during a national shipment, the insurance covers you for 5.92 euros per Kg. sent, in accordance with the Land Transport Regulation Act. It is also important that you take into account those items not covered by insurance.

Our couriers will come to the origin address you provide us in order to collect your suitcases or parcels as soon as you have paid for your shipment.

You should understand that your suitcase serves as the protection for your goods and that, as packaging, it is exposed to possible damage during the shipment. If you do not want to accept possible damage to your suitcases, you should place them inside boxes so that they travel protected, as otherwise they will act as the packaging for the goods they carry and will not be subject to our insurance or to any claims for packaging-related incidents. It is advisable to protect suitcases and parcels with cling film, like the kind found in many kitchens, as is done optionally at airports. This way we make sure that the outside of our suitcases does not get dirty.

If, for any reason beyond Serviequipaje's control, the collection could not be carried out on the requested day, a new collection would have to be arranged from the next working day onwards, and if after successive attempts this were still not possible, we would immediately proceed to a full refund of the money paid and to the cancellation of the service.

You just need to make sure your things are well protected from dust and measure their width, height and length as if they were a square box, then enter the data into our price calculator.

If you booked the outbound and return of your suitcases at the same time, you just need to take the labels we provided to identify your suitcases and leave them at your hotel reception on the date you indicated to us. In addition, we will call you beforehand to remind you that we have that collection pending.
If, on the other hand, you do not know how many suitcases or how much luggage you will use for your return, you should use the tracking number of your outbound shipment to calculate a new return shipment without having to enter all your details again.

Our rates are valid for any type of load, whether suitcases, boxes, snowboards, skis, golf clubs, etc., but please take into account our list of prohibited items.

It is very important that when you hand your goods over to the courier you ask for a stamp on one of our labels or a receipt confirming the collection. You should keep that document, as it will be important for the purposes of any claim and serves as proof that your suitcases were handed over to the courier. Write to us at info@serviequipaje.com detailing the weight and dimensions of your shipment and we will reply with a personalised quote.

It is extremely important that the recipient records on the delivery note that the shipment arrived 'knocked about', 'with damage', or simply records that it is 'pending inspection'.
Insurance companies will not accept any claim for damage when none of the aforementioned notes has been recorded on the delivery note signed by the recipient.

We are transport specialists and have experience in shipments to other countries such as Nigeria, Ghana, D.R. Congo, Namibia, Libya, Guatemala, Colombia, Cuba, Dominican Republic, Cameroon, Burkina Faso, Ethiopia, Uganda, Peru, Mauritania, Uganda, Vietnam....but for these countries we cannot provide you with an automated quote. Write to us at info@serviequipaje.com detailing the weight and dimensions of your shipment and we will reply with a personalised quote.

Our door-to-door service includes export customs clearance but never includes the customs clearance procedure at the destination, as this depends on so many variables that it is impossible to quote for. You should bear in mind that these customs procedures are also carried out on shipments to/from the Canary Islands, Ceuta and Melilla, since, being territories with a special customs regime, your shipment is subject to customs clearance depending on the quantity and type of items in your shipment.
To speed up these procedures we will provide you with an invoice/declaration template that you simply have to print and sign, but it is advisable to have ready the following documentation that Customs usually requires (a list detailing the contents of each package, a copy of your passport and ID card, a copy of your outbound and return flight ticket, and a letter to customs explaining the reason for the shipment (if it is for studies, attach certification from the university, and if it is for work, attach a copy of the employment contract).

To carry out collections/deliveries correctly, we need the widest possible time window so that the courier can organise their route properly. Both collections and deliveries take place throughout the day; if you cannot meet this requirement, we advise you to take the shipment directly to our agent's warehouse. So if you need it to be delivered within a particular time slot, you will have to contact our agent at the destination directly, who will charge an additional fee for this service. You should be aware that we cannot collect or deliver on public holidays or at weekends.
Regarding requests to be called by telephone before collection or delivery, please note that couriers are not always able to do so, so we advise you to follow the instructions we have just given you. The web-booked delivery service takes 24-48 hours. Should you require a special service (urgent services), you must call us by telephone or let us know by email so that our team can provide you with a quote for your request.

If you complete and pay for your shipment before 1:00 pm on that day, your collection will in principle take place on the next working day, provided you do not tell us otherwise. Please bear in mind that collections depend on our agents and therefore incidents may occur that delay your collection. As for the delivery date, the transit time for each shipment is specified directly on the website and is an estimate; it does not include public holidays or weekends. Under no circumstances will we be liable for delays attributable to customs inspections, cancellations, connection delays, stoppages, strikes, incorrect or incomplete addresses, or any other circumstance beyond our company's control.

For shipments originating outside Spain you need access to a printer in order to print the delivery note that our agent will send you, and it is also advisable to have a local telephone number from the country of origin.

Our service is door-to-door, so we carry out both the collection and the delivery at the address you indicate to us.

In the following link you can check the list of prohibited goods for shipment via Serviequipaje.