Everything you need to
get started with H&M.
This page replaces our printed welcome pack. It’s your single, always-up-to-date home for key contacts, our terms of business, and practical guides — from preparing a pallet to clearing customs. We’ll add new documents here as they’re issued, so it’s worth bookmarking.
Key Contacts
Get in touch with the right team directly — your depot handles collections and deliveries, Customer Services handles everything general.
Team Contacts
Central Customer Services
General enquiries & bookings
Mark Hurd – Customer Services Manager
Central Accounts
Invoices & credit control
Adam Finnerty – Finance Manager
International Department
International shipments & customs
Full Load Department
Full Trailer Loads
Martyn Hill
Warrington Traffic Team
Depot Manager — Rowan Morris
Rowan Morris – Depot Manager
St Neots Traffic Team
Depot Manager — Massimo Soddu
Massimo Soddu – Depot Manager
Gloucester Traffic Team
Depot Manager — Marcin Dobosz
Marcin Dobosz – Depot Manager
Commercial
Document library
Our terms of business and our best-practice guides, in one place. We’ll keep adding to this as new documents are issued.
Terms & Conditions
Goods in Transit Insurance
Our current GIT insurance certificate, confirming cover for goods while they're in our care. Added as soon as it's ready.
RHA Conditions of Carriage 2026
The standard terms that govern every consignment we carry for you — liability, transit, claims time limits and how charges work.
RHA Conditions of Storage 2026
Applies to any goods we hold for you in storage; liability limits, lien, and notice periods for delivery or collection.
How-to Guides
Address Import Guide
How to bulk-import / export your delivery addresses into the portal using the standard CSV template.
Claims Form
Download, complete and return to claims@hmdistribution.co.uk — instructions for completing the form are included inside.
Claims Guide
What to do if a consignment arrives damaged or goes missing — time limits, evidence to gather, and how to contact us.
Entering a Consignment & Uploading Customs Info
Step-by-step screenshots for booking a UK consignment on the Palletways Portal and uploading the customs documents it needs.
Guide to Presenting Pallets
How to band, wrap and load-secure a pallet so it travels safely, including good vs. poor examples and our drivers' "push test".
Label Size Guide
How to adjust your label size settings in the portal to match your printer setup.
UK Pallet Specifications
Dimensions and weight limits for full, half, quarter and mini-quarter pallets — use this to choose the right pallet size when booking.
Shipping between GB and Ireland?
Every GB↔ROI and GB↔NI consignment needs a Commercial Invoice and is subject to a customs clearance charge, shown below. See the customs guide above for exactly what to upload and where.
| Import/Export clearance — GB to ROI | £67.50 |
| Additional commodity code (ROI, over 3 lines) | £13.00 |
| Import/Export clearance — GB to NI | £22.50 |
| Additional commodity code (NI, over 3 lines) | £7.00 |
Rates effective from 1 January 2026.
Fuel Surcharge
H&M want to be as transparent as possible about how fuel is charged. Here’s exactly how it works and where to find the underlying data.
How We Caculate It
We calculate the fuel surcharge within the first week after our financial month end, using the average of the last four weeks’ weekly road fuel prices as published by the UK Government. This means your surcharge always reflects real-world pump prices — not an estimate — and is reviewed every month.
Your Fuel Escalator
You should have been provided with your personal fuel escalator upon onboarding by your Business Development Manager. This document sets out exactly how changes in the average fuel price translate into changes to your surcharge rate. If you have not received it, please contact your BDM directly — see the Commercial contacts above.
Weekly road fuel price data
The Government publishes weekly pump price data every Tuesday. This is the source we use when calculating your surcharge each month.
Cant find what you need?
Our Customer Services team can point you to the right document, person or depot.