Frequently Asked Questions
Q: Do I need an account to ship with Russells Freight International?
A: No, at Russells Freight International there is no need for an account. You simply pay deposit money in account (We supply the account details when you make a booking) for each booking you make.If you are a frequent shipper and would like to discuss opening Russells, please complete our online contact us form.
Q: When can I make a booking?
A:You can make booking online using our contact us form at at any time, but the earliest date for collection is the next working day*.
If you require a more urgent collection, please call Russells Freight Customer Service on 0844 8445793 to check service availability and tariffs. Please note that Russells Freight only collect or deliver on weekends or public holidays if special arrangements have been made.
* Bookings must be completed before midnight for next day collection and service restrictions apply.
Q: Does Russells Freight accept bookings to PO Box Numbers?
A: For international destinations we will accept PO Box addresses providing the receiver is contactable by telephone. Please ensure that the receiver's telephone number is entered correctly on the Online booking form.
Q: Are transit times guaranteed?
A: No, transit times are provided as a guide only.
Transit times are in working days and based on deliveries to major Airports/Seaports. They are subject to change depending on the location of collection and delivery, as well as shipment contents, weight and value. There may also be circumstances beyond our control. For more information please refer to Russells Freight Terms and Conditions of Carriage.
Q: When will my shipment arrive?
A: You can get up to date information on the status of your consignment and view delivery details when you contact our customer services
Q: What is the maximum weight and size limits for a package?
A: Our Criteria is based on the following;
The maximum weight per parcel is 30.0kg, but size restrictions also apply:
For international shipments the maximum dimensions per parcel are 120cm x 88cm x 120cm. If your parcel is large but lightweight, you may be charged for its volumetric weight rather than its actual weight. Rusells Freight calculates volumetric weight automatically from the dimensions you provide.
If your package exceeds any of these limits, please contact Customer Service on 0844 8445793 that will be able to give you information on services and tariffs available for larger items.
Q:What is volumetric weight?
A: If you are sending a large but lightweight parcel you may be charged on volumetric weight rather than actual weight:
# If the volumetric weight of your parcel is greater than the actual weight, you will be charged on volumetric weight.
# If the volumetric weight is greater than 30.0kg, a surcharge will apply.
Russells Freight calculates volumetric weight automatically from the parcel dimensions you provide.
If you wish to calculate volumetric weight before completing the booking details, please use the formula: Length x Width x Height (cm) / 6000 = Volumetric Weight (kg)
Q: How do I calculate the weight and dimensions of my parcel?
A:Calculate the weight of your parcel using ordinary kitchen or bathroom scales. Please specify the weight in kilograms (kg).Measure your parcel using either a tape measure or a ruler. Please specify the dimensions in centimetres (cm).
Q: Can I estimate the weight/dimensions of my parcel?
A: You can, however you will be charged the difference between the actual chargeable weight and also an admin fee of £25.00. We recommend you Use a bathroom scales to weigh your packages and a tape or ruler to measure the dimensions, if you don have access to a commercial scale.
Please note that we automatically reweigh and measure parcels on arrival at our service centres.
Q: How do I change or cancel a booking request?
A: To amend any part of your booking or to cancel the collection, contact the Russells Freight Customer services on 0844 8445973 as soon as possible. There will be a charge for bookings confirmed, how much is based on the destination, airline and commodity.
Q: Can I have my parcel collected from my place of work?
A: Yes. When you complete your collection details, tell us where you will leave your parcel (e.g. Reception) in the 'Pick up Point' box.
Please note that someone must be physically present when the courier arrives to collect the parcel.
Q: Does Russells Freight guarantee its pick up services?
A: Occasionally we may have difficulties assigning a courier for your collection on the scheduled date - this may be due to adverse traffic conditions for example. As such, Russells Freight does not guarantee its pick up services.
Q: I would like to make a comment about the Russells Freight services. Who do I contact?
A: If you have any comments or queries about the service, please send an email to