Common questions and support documentation

• How do I register to use the service?
• Why am I asked to provide proof of purchase?
• How do I declare my goods for export?
• The Store doesn't allow me to purchase from outside of the UK, what can I do?
• What payment method do you accept?
• Do I have to provide verification document to use ForwardVia?
• Can I use different names when ordering?
• Why do you not ask for purchase verification before I purchase?
• Why my account has been suspended?
• If I upgrade to Premium Member will I get the benefits straight away?

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• Will you open my parcels?
• Can you remove invoices?
• How long will you take to process my incoming package?
• How long will you store my packages?
• How long will you take to process my order?
• Do you accept packages from outside the UK?
• Can I order groceries from supermarket?
• Why my package is labelled as restricted and prohibited?
• How much would it cost to pack supermarket groceries for shipping?
• Why am I seeing 32 days of storage left?

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• What you cannot ship?
• How much does it cost to ship using your service?
• How long will it take for my package to reach me?
• What consolidation service do you offer?
• What is Restricted goods with limited liability?
• My packages shipped, where is my tracking information?
• How does photo service works?
• Can you ship food item?
• My package is lost or damaged. What do I do?
• Can you ship letters?

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• How to use assisted purchase?
• Does Assisted Purchase fee include shipping cost?
• Will you refund me if you are unable to purchase on my behalf?
• How long does it take to process my Assisted purchase order?
• Can I return Assisted Purchase item?