Questions and answers

There are three ways to get your parcel to us: bring it to London hub (Unit 4, Heathrow Cargo Park, Hounslow TW6 0XX, open Mon–Fri 10:00–19:00, Sat 10:00–16:00), book a collection from your home, or post it to our hub with any UK carrier and add the carrier's tracking number in your account.

Then fill in the online customs declaration for the recipient and pay the invoice. We weigh the parcel, put it on the next flight to Tashkent and send you the tracking number. The recipient can pick it up at our Tashkent office or have it delivered by courier.

We fly to Tashkent once a week. The date of the next flight and the drop-off deadline are shown in the Next flight box on the home page.

To make a flight, drop your parcel off at the hub before the deadline with the declaration completed. Online-shop orders need to reach our hub earlier, so we have time to receive and check them. Anything that arrives later goes on the following week's flight.

The flight itself is overnight; most of the time goes on customs clearance in Tashkent, sorting and the last leg to the recipient.

Customs doesn't work at weekends or on public holidays, and delivery to the regions takes a little longer than in Tashkent. If a flight or customs is delayed, we show it on the tracking page with a new estimate.

Yes. We deliver to every region of Uzbekistan and to Karakalpakstan. After sorting in Tashkent, the parcel is handed to our regional courier partner, who brings it to the recipient's door. You'll see the handover on the tracking page.

Courier delivery to the regions costs £5.00 and is free for parcels from 10 kg. It usually takes a few working days longer than in Tashkent. Please give an accurate address with a landmark and a phone number the courier can reach.

Once the status changes to “Ready for pickup”, the parcel is stored free for 7 days at our Tashkent office (Yunusobod district, Tashkent, open Mon–Fri 09:00–18:00, Sat 10:00–15:00). After that, a small daily storage fee applies, and parcels left uncollected for a long time may be returned.

Someone else can collect on the recipient's behalf. They need the parcel number and the recipient's passport or ID card, and we may send a confirmation code to the recipient's phone.

Yes, until the parcel leaves London. Open the parcel in your account and edit the declaration. We'll need the new recipient's passport details and PINFL, because the parcel counts towards their monthly allowance.

Once the parcel has flown, the recipient's name can't be changed, because the declaration has already been filed with customs. The phone number and delivery address in Uzbekistan can still be updated until sorting starts in Tashkent: message us on Telegram at @parceltrade_uk.

Before the flight you can cancel at any time. You can collect the parcel from the hub, or we can post it back to you at the UK carrier's price. If you've already paid, we refund the shipping charge.

After the flight, a parcel can only come back through customs. That happens if the recipient refuses it, doesn't confirm it on my.gov.uz in time, or it contains something that isn't allowed. Returns take several weeks and the return trip is charged separately, so please double-check the recipient's details and the contents before you send.

Clean clothes and shoes in good condition, toys without batteries, children’s books and school supplies, bedding, towels and baby items. Flying a donation is free: we reserve space on our flights every month for charity.

Each donation can weigh up to 20 kg. We can’t take food, medicines, cosmetics, electronics or anything damaged.

No. Donations go only to partner organisations: children’s homes, care homes and mahalla programmes that hand items to people in need. To send to your own family, use a normal parcel instead.

You can choose the cause, or a specific partner organisation.