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General Question

General Question

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Frequently asked questions

Delivery Tracking / Management

Due to the volume of packages our couriers deliver each day, it is not possible to provide a specific arrival time. Please refer to the Tracking page for the most up-to-date information about your delivery.

If a delivery date is available, it will appear under 'Scheduled delivery'.  If no delivery date is available, click on the ‘Shipments Facts’ tab to view the expected delivery date under the standard transit section.

Your shipment may be rescheduled or redirected before the first delivery attempt if you have received an email or SMS informing you that you can change your delivery.

If you have missed a delivery, your shipment may be rearranged if the driver left you a missed delivery card. Please follow the instructions on the card to see what you should do next.

If you have not received an email, SMS or missed delivery card, your delivery time or address cannot be changed.

The status 'exception' means that an unexpected event is preventing delivery of your package.

Some examples include:

  • A customs delay
  • A holiday
  • No one available to accept delivery of your package
  • Missing documentation

This is nothing to be concerned about, shipments may move through regional sorting locations before arriving at their final destination. This is very common.

If you are not available to accept delivery of your shipment, your driver may leave you a missed delivery card. Please follow the instructions on the card to see what you should do next.

You can track the status of your package online. Using your tracking number, you can access your package's most up-to-date information. If the tracking page indicates that your shipment is on time, please use the ‘Estimated Delivery Date’ as a guide for when your shipment will arrive.

Billing

Online

The fastest and easiest way to securely pay your Duty and Tax invoice using credit or debit card is via our Online Payment Service.

Alternatively, you can make a payment to FedEx using the following methods:

Bankers' Automated Clearing Services (BACS)

To make a payment by BACS please submit your payment to the following:

Account Name: FedEx Express UK Limited
Bank: HSBC Bank PLC
Account number: 61418637
Sort code: 40-02-50
IBAN number: GB50 MIDL 4002 5061 4186 37
SWIFT code: MIDLGB22

When making a BACS transfer please ensure you quote your invoice number or when paying multiple invoices include your customer number to ensure prompt and accurate allocation.

IMPORTANT: To ensure prompt and accurate allocation of your payment, please send your Remittance Advice to remit@fedex.com 

Please remember to have your invoice number ready, it can be located on your Duty and Tax invoice and is printed in the upper right hand corner, just below the bank details.

If you are a regular customer and would like to receive your invoices electronically use our tool FedEx Billing Online.

Online

The fastest and easiest way to securely pay your invoice using credit or debit card is via our Online Payment Service.

Bankers' Automated Clearing Services (BACS)

To make a payment by BACS please submit your payment to the following:

Account Name: FedEx Express UK Limited
Bank: HSBC Bank PLC
Account number: 61418637
Sort code: 40-02-50
IBAN number: GB50 MIDL 4002 5061 4186 37
SWIFT code: MIDLGB22

When making a BACS transfer please ensure you quote your invoice number or when paying multiple invoices include your customer number to ensure prompt and accurate allocation.

IMPORTANT: To ensure prompt and accurate allocation of your payment, please send your Remittance Advice to remit@fedex.com

Credit Card / Debit Card

FedEx accepts all major credit and debit cards. Never email or provide your full card details in writing.

Direct Debit

To request further information for future payments by Direct Debit, please contact a member of our Customer Service department on 03456 07 08 09

If you are a regular customer and would like to receive your invoices electronically use our tool FedEx Billing Online.

FedEx Express will issue an invoice to the shipper, recipient or a third party based on the Billing Instructions provided on the FedEx International Air Waybill, which in the majority of cases is completed by the shipper of the package.

 

Freight Invoice

This invoice contains all FedEx charges related to the transportation of the shipment.

Duty Tax Invoice

This invoice contains the import charges levied by the local Customs Authorities in the destination Country based on the information provided on the shippers commercial invoice.

For more information on Duties and Taxes, visit our duties and taxes page.

Need to pay a duties and tax invoice? You can make a payment here.

International Shipment Enquiries

Complete the online form, selecting the category 'Invoice Inquiries & Payments' for your enquiry to be directed to the relevant department within FedEx.

Domestic Shipment Enquiries

Complete the online form, selecting the category 'Invoice Inquiries & Payments' for your enquiry to be directed to the relevant department within FedEx.

Duty and Taxes can be charged on all products shipped from outside of the EU with a value over £15. The person or business receiving the shipment is legally obliged to pay Duty and Taxes unless the sender has agreed to accept these charges in the original contract of sale.

Controlled by HM Revenue and Customs, the purpose of this charge is to bring the cost of imported goods up to the same cost as those produced within the EU to keep competition fair and can be a combination of VAT, Customs Duty and Excise Duty.

More more information, visit our Duty and Tax page.

In order for FedEx to investigate your enquiry please provide the following information:

  • Total amount paid.
  • Payment Method (e.g. Cheque, BACS, Credit Card)
  • Name on payment
  • Payment date

Important Note: If we are unsuccessful in our attempts to locate receipt of your payment you may be asked to provide the following additional information:

  • Proof of payment.
  • Date the payment cleared your bank account

Where to submit your query:

You can submit your enquiry online here.

International Enquiries: Select the category Invoice Inquiries & Payments and complete the online form for your enquiry to be directed to the relevant department within FedEx.

Domestic Enquiries: Select the category Invoice Inquiries & Payments and complete the online form for your enquiry to be directed to the relevant department within FedEx UK.

PayPal is an available payment method for any FedEx customers that have registered for FedEx Billing Online (FBO) on FedEx.com PayPal cannot be used as a payment method for non-registered customers at this time.

Are you registered for FedEx Billing Online? 

If yes, you can log into your account and in the invoice payment cart section and you will see the PayPal tab as a payment option. Selecting this option will take you to PayPal's website to process your payment.

Payments made via PayPal usually take between 1 to 2 hours to process

In most cases, FedEx will seek to cover these costs initially to ensure speedy delivery of your shipment. We would, after delivery, reach out to you with an invoice for re-imbursement of these costs + administration fee.

There are some conditions, however, under which this is not possible and we need to seek pre-payment for duties and taxes. These conditions are:

  • If the import taxes are greater than 5000GBP we wil need to run an internal credit check against the shipment. If you fail to meet our requirements, the shipment will be held for pre-payment
  • If your FedEx account shows overfue debt, or failure to previously comply with our payment terms
  • If the shipment is due to incur a higher value of import charges compared to your recent import history
  • If you do not hold an account with FedEx and the import charges exceed 200GBP if you are a company or 100GBP if you are a private individual

FedEx will bill charges according to the instructions and information provided by the shipper. In the event the appropriate instructions and information are not available, the shipper will charged for the transportation costs and the shipments recipient (importer) will be charged any importation costs.

We recommend contacting your sender/ shipper to check what you should be responsible for paying.

In some cases, FedEx will pay the Duty and Taxes on your behalf to ensure we can deliver your shipment as quickly as possible. This incurs a 2.5% administration fee of the combined Duty and Tax charge, or 15EUR (whichever is greater).

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