Where a parcel is, without asking us
Every order in the customer portal now carries the courier it went with and its tracking number, with a link straight through to that courier's own tracking page. Orders that have not been dispatched say so plainly rather than showing an empty column, so there is never any doubt about whether a parcel has left.
What it cost, next to what we quoted
Open an order and you will see two figures side by side: the service we quoted when the order arrived, and the service it actually shipped with once it was on the bench and weighed. They are not always the same. A parcel that comes in heavier than expected moves up a band, and couriers apply surcharges after the fact. Showing both is how the invoice stops being a surprise at the end of the month.
The parcel's own weight and dimensions are there too, taken at the packing bench rather than estimated, which is what the courier charges against.
Duty on anything crossing a border
For orders shipped on a Delivered Duty Paid basis, the portal shows the duty and import VAT held against the order, and settles it against what the carrier actually invoiced us once their bill arrives. A held figure is an estimate; a settled one is what was really charged. Both are visible, and which is which is stated on the order rather than left to be inferred.
Where to find it
- Sign in to the customer portal and open any order from the dashboard.
- Tracking sits in the courier column; the quoted and actual services are inside the order.
- Duty, where it applies, has its own breakdown under Billing.
If something on your account does not look right, your account manager is the fastest route. Their name and number are on your dashboard.