Terms & Conditions
The terms that apply when customers book and use LX Delivery Service.
These Terms & Conditions apply to parcel delivery services provided by LX Delivery Service between the United Kingdom and Libya.
They should be read together with the Prohibited & Restricted Items Policy, Parcel Protection & Liability Policy and Privacy Policy.
1. About These Terms
By confirming an order and proceeding with payment, the customer agrees to these Terms & Conditions and the policies incorporated into them.
2. Quotations
A quotation is based on information supplied by the customer, including collection location, delivery destination, box quantity and size, requested service and other relevant shipment information.
Unless stated otherwise, quotations are valid for 14 days from the Quote Date.
LX may revise a quotation where information supplied by the customer was incomplete or materially inaccurate.
3. Placing an Order
A customer may confirm an order using the confirmation methods provided by LX.
Where the quotation asks the customer to reply with “Place My Order”, that reply constitutes the customer's request to proceed with the quoted service.
The booking is confirmed once the required payment has been received and accepted by LX.
4. Payment
Payment must be made using a method accepted by LX.
For bank transfers, customers must use their full LX Order Number as the payment reference.
The customer is responsible for entering the correct payment reference.
5. Collection
Customers must provide an accurate collection address and contact details.
Collection dates are subject to availability.
Customers should ensure that parcels are ready, securely packaged, accurately declared and available for handover at the agreed time.
If collection cannot reasonably be completed because the customer is unavailable or the parcel is not ready, LX may arrange another collection subject to availability and any reasonable additional cost notified to the customer.
6. Box Identification
LX may assign a unique Box ID, QR code or barcode to each physical box.
Customers should not remove or deliberately damage LX tracking labels once applied.
The Box ID may be used for tracking, customs records, consolidation, manifests, collection, transportation and delivery administration.
7. Goods Declaration
The customer must provide a complete and accurate Goods Declaration for every box.
Customers must not intentionally conceal, misdescribe or omit goods.
8. Prohibited and Restricted Goods
The LX Prohibited & Restricted Items Policy forms part of these Terms & Conditions.
Prohibited goods must not be included in a shipment. Restricted goods require prior approval where indicated.
LX may refuse goods that cannot legally, safely or operationally be carried.
9. Inspection
Where lawful and reasonably necessary, LX may ask a customer to open a parcel for inspection or provide further information about its contents.
Acceptance of a parcel does not constitute customs approval.
10. Weight, Dimensions and Quantity
Customers must provide accurate information about their shipment.
LX may verify parcel quantity, dimensions or weight. If the shipment materially differs from the information used to calculate the quotation, LX may contact the customer about revised charges or other arrangements before continuing.
11. Third-Party Service Providers
LX may use third-party transport companies, customs agents, warehouses, drivers, freight providers or other service providers in fulfilling the delivery.
LX remains responsible for its obligations to the customer to the extent required by applicable law.
12. Customs
The customer is responsible for providing accurate information needed for customs clearance.
Customs authorities may inspect goods, request information, assess duties or taxes, delay goods, refuse admission, seize goods or require additional documentation.
LX cannot guarantee customs clearance or a particular clearance time.
13. Duties, Taxes and Charges
Unless expressly included in the quotation, customs duties, taxes, inspection fees and governmental charges may be payable separately.
LX will communicate known charges where reasonably possible.
14. Delivery
Customers must provide accurate recipient information.
The recipient may be required to provide identification or otherwise cooperate with delivery procedures.
LX will use reasonable care and skill in providing its service.
15. Delays and Events Outside Reasonable Control
International delivery may be affected by customs, border closures, carrier disruption, severe weather, road disruption, security incidents, government action, industrial action or other exceptional events.
LX will take reasonable steps to minimise disruption and communicate material changes.
16. Loss and Damage
Loss and damage claims are handled under the LX Parcel Protection & Liability Policy.
Nothing in these terms removes statutory consumer rights or liability that cannot legally be excluded.
17. Cancellation & Refunds
A customer may cancel an LX order and receive a full refund provided that the parcel has not yet been collected by LX Delivery Service or an appointed collection partner.
We recommend that customers tell us they wish to cancel at least 24 hours before the scheduled collection date. This helps us update our collection route and avoid an unnecessary journey. The 24-hour notice is a recommendation and does not remove the customer's entitlement under this LX policy to a full refund where the parcel has not yet been collected.
Customers can request cancellation by contacting LX Delivery Service by email, telephone or WhatsApp. Please provide the LX Order Number when requesting cancellation.
Where a full refund is due, LX will process it without undue delay, normally within 5 working days and in any event within any shorter period required by applicable law. The customer's bank or payment provider may take additional time to make the refunded funds available.
After a Parcel Has Been Collected
Once a parcel has been collected, the order is no longer eligible for the automatic full-refund policy above because LX may already have begun handling, consolidation, transport or customs-related work.
A customer may still contact LX as soon as possible to ask whether the shipment can be stopped or returned. Where this is reasonably possible, LX will explain any handling, storage, return transport, third-party or other reasonable costs before proceeding.
If the parcel has already entered onward international transport, customs processing or another stage where cancellation or return is not reasonably possible, LX may be unable to cancel or return the shipment.
Missed or Unsuccessful Collection
If a scheduled collection is unsuccessful because the parcel is not ready, the customer is unavailable or access cannot reasonably be obtained, the customer may ask LX to reschedule the collection or cancel the order.
If the parcel has not been collected and the customer chooses to cancel, the full-refund policy above will apply. LX may review repeated missed or last-minute collection bookings when accepting future collection requests.
Nothing in this section limits any statutory cancellation or refund rights that apply to the customer and cannot lawfully be excluded or restricted.
18. Customer Responsibility
The customer is responsible for providing accurate information, suitable packaging, truthful customs declarations, lawful ownership or authority to send the goods, compliance with prohibited/restricted goods requirements and reasonable cooperation with customs and delivery requests.
19. Complaints
Customers may contact LX at info@lxparcels.com or +44 7886 378258.
Please provide the Order Number when contacting us. LX will aim to investigate complaints promptly and fairly.
20. Changes to These Terms
LX may update these Terms & Conditions from time to time.
The version applicable to an order will normally be the version presented or linked when that order is placed.
21. Consumer Rights
Nothing in these terms affects mandatory statutory consumer rights.
Need help?
If you have a question about this policy, contact LX Delivery Service.