Questions and answers

Enter the parcel number on the Track page. It starts with PT and is on your receipt, in your account and in our messages. No login is needed, so you can simply send the number to the recipient and they can follow the parcel too.

The page shows where the parcel is now, what happens next and the expected dates. If there's a delay or something is needed from you, it's shown at the top with clear instructions.

Usually not. Some stages have no new scans for a few days: waiting at the hub for the weekly flight, and customs clearance in Tashkent, which doesn't work at weekends or on public holidays. The status changes as soon as the parcel moves to the next stage.

Check the top of the tracking page: if the flight or customs is delayed, we show the reason and a new estimate there. If the expected date has passed and there's no delay notice, message us on Telegram at @parceltrade_uk with the parcel number and we'll check.

“Arrived in Tashkent” means the plane has landed. The parcel still has to go through customs, then sorting at our Tashkent office. Customs usually takes a few working days and doesn't work at weekends or on public holidays.

After sorting, the parcel is either ready for pickup at the office, out with a Tashkent courier, or handed to our regional partner, who needs a few more days. If the status says “Ready for pickup”, the parcel is waiting for you: it's only brought to the door if courier delivery was chosen.

Yes. Connect Telegram in your account and we'll message you at each important step: received in London, flight departed, arrived, released by customs, out for delivery and delivered. The recipient can get the same updates by opening the parcel's tracking page and tapping “Notify me on Telegram”.

Our only official account is @parceltrade_uk. We never ask for card codes and never send payment details from other accounts. If in doubt, check the payment details in your account.

Most delays have one of four causes: public holidays in Uzbekistan (New Year, Navruz, Ramazon Hayit, Qurbon Hayit), when customs is closed; limited cargo space on the flight in busy weeks, when some parcels move to the next flight; weather, technical problems or a change of aircraft; and customs checks, such as an inspection or a document request.

When a flight or parcel is delayed, the tracking page shows the reason and a new estimate, and we send you a message if notifications are on. Before big holidays, we also post the adjusted schedule on the website and in our Telegram channel.

If the box looks damaged at delivery, ask the courier or office staff to note it, and take photos before you open it. Then send us the parcel number, photos of the box, the contents and the packaging, and the receipts for the items, through your account or on Telegram at @parceltrade_uk.

We open a case straight away and keep you updated on the tracking page. Insured parcels are compensated up to the declared value; for uninsured parcels, the limits in our Terms apply. Please keep the packaging until the case is closed.

Every donation gets a tracking number. Once our Tashkent team assigns the organisation, its name appears on the tracking page, and we send you a photo when the items are handed over.