How can we help?

Search the marketplace for a carrier already heading to your port and book space on their run, or post a quote request and let carriers offer a price. Describe the goods, their weight and size, the pickup and the berth, and send the request. The carrier has up to 24 hours (or until departure, if sooner) to accept.

Only once the carrier accepts. You then have a limited time to pay by card through Stripe — normally up to 48 hours, and never later than 2 hours before departure. If you do not pay in time, the booking lapses and nothing is charged.

Illegal goods, weapons, explosives and marine flares or other pyrotechnics, lithium batteries beyond carriage limits, cash or valuables above €5,000 without prior agreement, excise goods that are not duty-paid (unless under a valid ships’-stores procedure), live animals, and perishables without temperature control. The full list is in our Terms.

Yes, please do. It helps the carrier handle the goods appropriately and matters if something goes wrong. Carriers’ legal liability is limited, so arrange your own cargo insurance for high-value goods.

Yes. If your plans change, request a change from the booking — a new address, berth or time. The carrier can accept or decline, and any price difference is charged or refunded.

Carriers deliver to the quay, the gate or the foot of the passerelle. Crew take goods on board. Add a crew phone number so the driver can call on arrival.

Agree a landing point and a time with the carrier and send the tender. The handover happens on the quay.

Professional drivers and transport businesses with the right licences, goods-in-transit insurance and a roadworthy vehicle. You upload ID and vehicle documents, which are checked before you can take paid work, and set up Stripe for payouts.

A platform fee — currently 10% of the booking price — is deducted from your payout. The fee is shown before you accept each job.

Payouts are released automatically 48 hours after you record delivery with proof of delivery, or sooner if the shipper confirms receipt. If a dispute is open, the payout is held until it is resolved.

Carriers set their own prices — per kilo, per cubic metre, a flat rate, or a quote. What you see is the carrier’s price; VAT is added where it applies and shown before you pay.

Payments are processed by Stripe. Your money is held and released to the carrier only after delivery — 48 hours later, or as soon as you confirm receipt. Onshore never sees your full card details.

Yes. A receipt and invoice are available from your booking once payment is complete.

More than 48 hours before collection: full refund minus an admin fee of 5% of the net price. 24–48 hours before: 50% refund. Less than 24 hours before, or no-show: no refund. Unpaid bookings can be cancelled at any time for free.

You get a 100% refund. The same applies if Onshore cancels a booking.

Either side can propose a change from the booking page. If the other side accepts, the booking is updated and any price difference is charged or refunded.

Every booking gets a tracking code. Open the booking or the Track page to see its status and, while the driver is on the road, their live position.

The carrier must record delivery with a photo or a signature plus the name of the person who received the goods. You can see it on your booking.

Report it within 48 hours of delivery from your booking (Disputes), with photos and a description. The carrier’s payout is held while we review it. We look at the evidence from both sides and aim to resolve disputes within 14 days.

Onshore is not an insurer. Carriers are responsible for goods in their care and should hold goods-in-transit insurance, but their legal liability is limited (for example, by weight under the CMR Convention for international road transport). For valuable goods, declare the value and arrange your own cargo insurance.

Email support@onshoredelivery.com or see our complaints page. We acknowledge complaints within 2 working days.