Customer Guide.

For Sims Worldwide to be able to give you the best possible service, it is of the utmost importance that all communication between you and ourselves be clear at all times. To this end we have compiled information to assist you with any queries concerning our requirements.

Order Information

The following information is required for us to be able to process your order correctly:

  • Collection address
  • Destination full address and telephone number if possible
  • Full postcodes for both addresses
  • Number of pallet consignments
  • Number of pallets per consignment
  • Weight and measurements for each pallet
  • Service required – next day, eco, time specific
  • Any special instructions – hazardous, tail lift etc.


Pallet Labeling

Please make sure your goods are clearly marked with address labels on the two shortest opposing sides of the pallet to ensure your goods arrive at the correct destination. Please use the facility on the booking page of our portal that allows you to print pallet labels and then securely tape your labels to the pallet.

Correct Palletisation

In principal, it is the customers responsibility to ensure that goods are presented in a safe and secure condition for road delivery. As all of our collections/deliveries are made by goods on pallets, we request that all goods should:

  • be on a strong, undamaged pallet with four way entry.
  • be shrink wrapped (inc the top) or securely banded to the pallet.
  • be topped with a Stop Stack protection cone if they are fragile and not to be double stacked.
  • be clearly labelled with labels from our online booking portal. Labels should be adhered to two opposing sides of your pallet. Every pallet in the consignment must be labelled.
  • not exceed 1200kgs in weight.*
  • not be bigger than 100cm x 120cm footprint, 1.8m high.*

*Pallets exceeding size and weight can be catered for. Please call our Customer Service Department for advice.

Next Day Service

24hr Service: collect day 1 deliver day 2

Next day pallet delivery service is available to most postcodes within the UK, with the exception of some areas in the Scottish highlands and Islands. This service means the consignment is collected and delivered at any time the next day during the hours of 10.00-17.00. Please note: on a Bank Holiday a Next Day service booked on the Friday will not be delivered until the following Tuesday. A specific timed delivery or a timed AM/PM outside of these hours is available at a surcharge.

Timing of Next Day Service

Next day pallet deliveries by 10.00 are only for postcodes within England and Wales. Next day services to Glasgow, Edinburgh and most rural areas are made by 10.30am. Next day services to Aberdeen are only delivered late afternoon.

Economy Service

48hr Service: collect day 1 deliver day 3.

An eco pallet delivery service is usually 48 hours after the day of collection with the exception of the Scottish highlands, Ireland and Islands, when a 72 hour service is provided. The delivery window is anytime during the hours of 10.00-17.00. A specific timed eco service and any time outside the hours of 10.00-17.00 can be accommodated at a surcharge.

Saturday Deliveries

We offer a Saturday delivery window at a small surcharge.

Specific Timed Deliveries

Sims Group can provide customers with specific timed deliveries and deliveries before 10.00 and after 17.00 at a small surcharge.

For more information regarding any of our services please contact our Transport Department.

Delivery Times

Across the majority of the UK, we deliver between 10.00am and 5.00pm. Our service classifications are outlined fully in Service Definitions.

Specified timed deliveries can be arranged when booking your consignment, these deliveries will carry a surcharge. There is also a small surcharge for AM/PM specific deliveries.

*Please note: a reasonable time window of 30 minutes either side of a timed delivery is required.

Tail Lift Delivery/Collection

Tail lift delivery with a pallet truck can be accommodated when no forklift is available on site. Pallets for delivery by tail lift should not weigh more than 750kg, we can offer a tail lift service between 750kg and 1000kg maximum utilising our lift assist service at a small surcharge. This utilises an electric pallet truck for such a need to safeguard the driver and recipient as well as the freight integrity. All pallets requiring tail lifts should have four way entry. Next day services to Glasgow, Edinburgh and most rural areas are made by 10.30am. Next day services to Aberdeen are only delivered late afternoon.

Kerbside Delivery

Tail lift deliveries only cover the removal of goods from the vehicle to the entrance of the recipients premises. Drivers will not drive vehicles onto private property or access any part of the internals of private property, this is to prevent damage that a large and heavy commercial vehicle may cause to driveways, walls etc. Further assistance is available on request at the time of booking, this may carry a surcharge for the extra time involved. Please speak to the Customer Service Department prior to booking with any concerns you may have.

Online Booking & Tracking

We can provide you with your own confidential password and booking reference so you are able to book in and manage your own consignments. Through our online portal you also have access to pallet tracking and live POD capture. Along with our text/email ETA alert service giving a two hour window alert for deliveries. Further information about online booking is available from our Services menu or feel free to ask for further details about how to sign up for this service at no extra cost.

Online PODs

Although we use signature capture software which updates our system in real time, if you require hard copy of your PODs, these can be scanned in and available for you to view online via our portal (usually within 48 hours).

Customs Clearance

Paperwork Checklist

  • Commercial invoice
  • Packing list

Your commercial invoice must contains the below information;

  • Shipper name and address
  • Consignee name and address
  • Consignee contact Email & Telephone number
  • Goods Description including harmonised Commodity Codes
  • Packaging Details (Number of pieces including packing type – Pallets, Cartons, Crates etc
  • Weight (gross and nett)
  • Sales Value & Currency per item and total
  • Incoterm
  • Country of Origin per item
  • EORI Number of shipper
  • EORI Number of consignee
  • Invoice number & Date

The below declaration must also appear on your invoice

The exporter of the products covered by this document (Exporter EORI No) declares that, except where otherwise clearly indicated, these products are of (for example UK) preferential origin.
……………………………………………….. (Place and date)
……………………………………………….. (Name of the exporter)
……………………………………………….. Signature (which can be electronic)