Frequently Asked
Questions

Selena Courier Service is a London-based boutique courier company providing same-day, urgent, premium direct, white-glove, multi-drop, medical, legal and man-and-van services. We support individuals as well as businesses that need careful handling, clear communication and dependable coordination.

We provide a managed service rather than simply assigning a driver. Our coordination team confirms the requirements, selects a suitable courier and vehicle, monitors the booking and keeps you informed. This is particularly valuable for time-critical, sensitive, high-profile or presentation-led deliveries.

We collect and deliver throughout London and across the UK. Longer-distance and out-of-area work is quoted individually. Please provide both postcodes when requesting a quotation so we can confirm availability, timing and price.

Yes. We support business account customers, agencies, professional firms, healthcare organisations, premium brands and private customers. Some account services and payment terms are available only after approval.

Contact us by telephone, email or through the website enquiry or booking form. Please include the collection and delivery postcodes, preferred date and time, item description, dimensions and weight, any deadline, access information and any special handling requirements.

We need accurate addresses, contact names and telephone numbers, item details, quantity, approximate dimensions and weight, collection readiness, delivery deadline, access or parking restrictions and any instruction that could affect handling or timing. High-value, fragile, medical, confidential or restricted items must be declared before collection.

A booking is confirmed when Selena accepts it and issues written confirmation or otherwise clearly confirms acceptance. A quotation alone does not reserve a courier or vehicle unless stated in writing.

Yes. Advance booking is recommended for timed collections, events, multi-drop campaigns, larger vehicles, specialist handling and recurring work. Same-day requests are also welcome and are subject to availability.

Usually, yes, if the courier has not progressed too far and the revised work remains possible. Changes to addresses, timing, vehicle, item quantity or handling may change the quotation. Please contact our coordination team immediately and wait for written confirmation of the amendment.

A same-day service means collection and delivery are planned for the same day. The exact collection window, route and delivery timing depend on availability, distance, traffic, access and the service selected.

Urgent service is designed for time-critical bookings and prioritises the earliest suitable collection and delivery. In many London locations we aim to arrange collection within approximately 60 to 90 minutes, but the confirmed timing will be provided for each booking.

Premium Direct is a dedicated, priority service where the consignment travels directly from collection to delivery, subject only to necessary stops and lawful operational requirements. It is suitable for sensitive, confidential, valuable or deadline-critical items.

White-glove requirements are agreed for each booking. They may include enhanced communication, careful presentation, room-of-choice delivery, supervised handover, unpacking or simple positioning. Installation, assembly, specialist lifting and disposal are included only when specifically agreed.

We make every reasonable effort to meet confirmed timings, but road closures, traffic, weather, security procedures, access restrictions and recipient availability can cause delay. A deadline is guaranteed only if Selena expressly accepts it as guaranteed in writing.

Yes. We manage daily, weekly and other recurring routes for business customers. We can agree booking cut-off times, route instructions, reporting, named contacts and invoicing arrangements as part of the account setup.

Yes. Our multi-drop service is suitable for PR campaigns, events, gifting, product launches and coordinated business distributions. We can plan the route, manage recipient details and provide progress updates and proof of delivery, subject to the agreed brief.

Depending on availability and the booking, we can arrange bicycles or motorcycles, cars and small, medium or larger vans. We select the vehicle using the item quantity, weight, dimensions, fragility, access requirements and journey distance.

Send us the number of items, dimensions, weight and photographs where helpful. Please also tell us whether items can be stacked, whether they must remain upright and whether loading equipment or more than one person is required. We will recommend a suitable option.

Unless Selena has agreed to provide packing, the sender must package, seal and label the consignment so it can withstand normal handling and transport. Fragile items need suitable internal protection. Original retail packaging alone may not be adequate for courier transit.

Packing, unpacking and presentation support can be arranged when requested in advance. We need to understand the items, materials, time and location before confirming this service. The courier should not be asked to undertake unconfirmed specialist work on arrival.

Potentially, but these items must be fully declared before booking, including their nature and value. Acceptance may require different packaging, a dedicated vehicle, identity checks, a higher liability arrangement or the customer's own insurance. Selena may decline an item that falls outside the agreed service or insurance conditions.

We can support certain medical and healthcare deliveries where the handling, packaging, temperature requirements, timing and chain of custody are agreed in advance. We do not assume clinical, diagnostic or regulatory responsibility, and we will not accept controlled, hazardous or temperature-sensitive material without prior written approval.

We do not accept illegal goods. Dangerous goods, firearms, explosives, cash, jewellery, precious metals, live animals, human remains, controlled substances and other restricted or unusually valuable items are not accepted unless Selena has expressly approved them in writing and all legal and insurance requirements are satisfied.

The consignment should be fully packed, labelled and ready to hand over unless another arrangement has been agreed. The sender should provide safe access, any entry instructions and a contact who can assist promptly.

The courier may wait if operationally possible. Waiting time may be charged after any grace period stated in the quotation or booking confirmation. A long delay may require the booking to be rescheduled or treated as a cancellation.

Our coordination team monitors active bookings and can provide progress updates. The precise tracking method depends on the service and may include coordinator updates, vehicle location information or milestone notifications.

Yes, where requested or included in the service. Proof may include the recipient's name, delivery time, photograph, signature or another agreed handover record. Availability can depend on site rules, confidentiality, safety and the recipient's cooperation.

Yes. Please provide the correct name and telephone number and tell us when you want the call made. We will follow reasonable contact instructions, but we cannot guarantee that the recipient will answer.

We will try to contact the named recipient and the booking contact. Depending on your instructions, the courier may wait, attempt an approved alternative handover, return the consignment or take it to secure storage. Waiting, return, redelivery and storage charges may apply.

Only where the customer gives clear authority and Selena agrees. We will not leave sensitive, high-value, age-restricted, medical or confidential items unattended unless the arrangement is appropriate and confirmed in writing. Risk may pass to the customer once an authorised safe-place delivery is completed.

Pricing may take account of distance, collection location, vehicle type, urgency, time of day, waiting, access, parking or road charges, item size and weight, additional labour, specialist handling and return or multi-drop requirements. Your quotation will identify the agreed service and known charges.

Our quotation or booking confirmation will state whether VAT is included or added. Business customers should check the written quotation and invoice rather than assume.

The quotation will explain what is included. Parking, congestion, toll, ferry, clean-air or similar journey charges may be added where they are not already included or could not reasonably be known when the quotation was issued.

Yes, waiting may be charged when a courier is delayed at collection or delivery. The applicable grace period and rate will be set out in the quotation, booking confirmation or current price information.

Payment options depend on the booking and may include advance card or bank payment and invoicing for approved account customers. Selena may require full payment before collection, particularly for new customers, private bookings, purchased goods or substantial third-party costs.

This may be possible by prior agreement. The purchase cost and any estimated expenses must normally be paid to Selena in advance. Availability, suitability, refunds and warranties for goods remain subject to the retailer's terms unless Selena expressly agrees otherwise.

Contact us with your company details, expected booking type and approximate volume. Account approval may include identity, credit and compliance checks. Approved accounts may receive consolidated invoicing, agreed payment terms, named contacts and tailored operating instructions.

Cancellation charges depend on the service, notice given, resources reserved and work already completed. The applicable terms are set out in your booking confirmation and Selena's Terms and Conditions. Please cancel through the coordination team as soon as possible.

Selena maintains business insurance arrangements, but this does not mean every item is automatically insured for its full value. Our standard liability is subject to the Terms and Conditions, exclusions and limits. Declaring a value does not itself create insurance. Please read the Insurance and Liability Policy and request written confirmation before sending valuable or unusual goods.

Contact Selena immediately, keep all packaging and evidence, and provide the booking reference, item description, value, photographs and supporting documents. Formal notice must be provided within the time limits in the Terms and Conditions. We will review the circumstances and explain the next steps.

We use delivery information only as needed to arrange and manage the service, meet legal obligations and operate our business. Access is limited to relevant team members, couriers and service providers. For highly confidential work, tell us before booking so appropriate handling and communication controls can be agreed.

Please email info@selenacourier.com or telephone +44 (0)203 674 0409 with the booking reference and a clear explanation. We will acknowledge the matter, investigate it with the relevant team members and provide a response as soon as reasonably possible.