FAQs

Both our collections and deliveries have predetermined dates. However, we can always try to find a solution if you need specific dates. Get in touch with us and we will organise your collection or delivery.

GotoVan's platform accepts payments via credit card, debit and PayPal. Cards included are Visa, Mastercard, JCB, Diners, and UnionPay.

GotoVan specializes in courier services, national and international removals, and import/export logistics between the UK, Spain, Portugal, France, and aims to expand across Europe.

That's right! We work with OptimoRoute to provide you with tracking of your parcel, both for collection and delivery. You will receive a confirmation email when you place your order, and a few days before the start of the route you will receive the tracking of your order. In it, you will be able to check the status of your shipment at all times.

If you need to send international parcels, you can find the different products we have on our website, in the "Services" section. You will also find the sections "National removals" and "International removals" in the same section.

However, if you prefer, you can contact us via email or phone call. We will be happy to prepare a quote for your shipment.

GotoVan offers basic insurance cover on all transports it undertakes, which covers up to a maximum of £50,00. However, there is the possibility of taking out additional insurance for your transport.

You can find the different options on the following link: Additional insurance

You will be able to find the tracking of your order once the collection and delivery date is approaching. We will send you an email with the live tracking and all the information you need.

THE PRODUCT RECEIVED IS INCORRECT, DAMAGED OR DEFECTIVE:
Our return policy applies to all orders placed through www.gotovan.co.uk. Once you receive your order and notice any issue, you must inform The Avocado Shop LTD, the representative of GotoVan, through any of the available communication channels. If you’ve received an incorrect order or the products are damaged or defective, please accept our apologies. Although these cases are rare, we will do our best to resolve the issue as quickly as possible.

HOW MUCH DOES MY INSURANCE COVER IF MY PACKAGE IS DAMAGED OR LOST?
All packages booked through www.gotovan.co.uk include insurance in the price, covering up to £50 per package. Once you inform the company, we will assess your case and proceed to credit the mentioned amount to your account. However, there are other insurance options available for our transport services. You can check them out here.

ORDER CANCELLATION:
GotoVan will accept the cancellation or modification of an order up to 7 days before the scheduled collection date. A full refund will be issued to the same account used for the booking.
Modifications and cancellations will be accepted up to 3 days before the scheduled collection, with a 50% refund of the original amount.
Once this period has passed, the company will not be obliged to issue a full refund, as it is considered that operational costs have already been incurred in order to deliver the service.

COMPLAINTS AND CLAIMS:
If you are not satisfied with the way we have handled your return or if you experienced any issue during the process, please accept our apologies. We will be happy to find an alternative solution to resolve any type of incident.

GotoVan will cover the costs of customs clearance, as long as the goods transported are not for commercial purposes. This means all the costs generated by customs will be included in the price. In the event that the items being delivered are for commercial purposes, the price of customs clearance will be handled separately, being treated as an import or export.

You can contact us by email or phone call:

Email: hello@gotovan.co.uk
Telephone: +44 (0) 7394 329184