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Mail Forwarding
Frequently Asked Questions
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Mail Forwarding

1How can I upgrade or downgrade my mail forwarding plan/package?
Upgrading and downgrading your monthly plans is very easy. You only need to send us an email at info@firstcallvirtualoffice.com with your company name, telling us which service you want to upgrade or downgrade.

Our trained customer representatives will get back to you on email once the service has been added (or removed) and once the funds have been confirmed by our accounts department. Note that every request must be sent from the exact email address that is registered to your account - requests over the phone cannot be accepted for security reasons.

2How often will you forward my mail?
At First Call, we sort and forward mail every single day to thousands of clients across the world. That being said, the mail that is sent the day when it is sorted and forwarded gets sent out the same day. While UK clients receive the mail the morning after it is sent, worldwide destinations require a few days depending on the Royal Mail service.
3What happens when we receive your parcel(s)?
The first thing we do is send you an email whenever there is a parcel or more of them for you (a parcel is any package that weighs over 1 kilogram). Any small parcel that can fit a letterbox is sent via the standard 1st class post, where the normal Royal Mail charges apply.
4Are there any additional fees I should be aware of?

We charge a one-off fee of £5 per item to every account before sending the parcel to it. If your account is set to 'Post when arrives', the cost of forwarding your parcel will be calculated by us and sent to you via email. Once your payment is sent and received on our end, we will forward your parcel.

Please note that our storage space within our offices is still limited, and have this in mind when collecting your parcel. If in any case your parcel is not collected within 5 working days (including the day of receipt), we charge an additional £5.00 per week per item that commences on the sixth day of keeping your parcel at our office.

Parcels that are collected within 5 working days do not incur any storage fees besides the standard £2.50 handling charge that applies to all parcels.

We reserve the right to not accept items that weigh more than 10 kilograms or with dimensions greater than 60cmx60cm. This is because of the fact that we are a mail-forwarding service and unfortunately don't have spacious storage facilities to house large parcels for all of our clients.

To track your payments for any storage fees or ongoing shipments, you need to log to your account and click Outstanding Payments>My Payments. Here, you will once again see our guideline of all the mail forwarding charges.

5What happens if I forget to pay the storage fee?
As soon as your parcel is in storage, you will be notified on mail. Even if you don't see the initial mail, we make sure to send you friendly reminders. However, if the storage fee remains unpaid after 7 days from the day your parcel arrived, we reserve the right to suspend your services. After 14 days of non-payment, your parcel will be returned to sender (where possible) or destroyed.
6What if I do not want the parcel?
You can always reach out to us via mail on info@firstcallvirtualoffice.com and let us know that you do not want the parcel. We will make sure to return it to the sender (if possible) or destroy it, after which we will remove the storage fees - or refund you if you have paid for them.
7Can I collect my own parcels?

If you are present near our physical location, you can definitely collect your own parcels. However, make sure to send us an email at info@firstcallvirtualoffice.com informing us that you would like to collect your parcel.

Do not forget to bring your ID upon arrival - you can see the directions to our offices on this link.

8Registered Office Mail Forwarding vs. Virtual Office Mail Forwarding

At First Call, we offer both mail forwarding as a Registered Office and Virtual Office services. But what is the difference between these two?

Virtual Office Mail Forwarding: Here, you get to use our London address as your business mailing address and receive letters from your bank, other institutions, clients or customers, just like using it as marketing or advertising it for your company.

What is not included is the used of our London address as your company's officially registered office. Therefore, if you need a registered office in our London location, make sure to choose the Registered Office Mail Forwarding solutions.

Registered Office Mail Forwarding: This service lets you use our London address as your company's official office address to receive the official mail.

What is not included here is the use of your address for marketing or advertising purposes for you company. For that, you should either consider using an alternative address or choose both the Registered and Virtual Office mail forwarding plans.

9A List Of All The Mail Forwarding Charges

The following is a list of charges for forwarding your mail. Note that they are not a part of your monthly service fee and are charged on your monthly invoice (excluding any medium and large parcels):

Individual charges:

 Letters Royal Mail charges * + 20p handling fee

 Small Parcels Royal Mail charges + 20p handling fee

 Medium/Large parcels From £2.50

 Special delivery items From £7.45

*Based on Royal Mail's 1st class fees

10Medium/Large Parcels & Special Delivery Charges Explained

We reserve the right to classify any parcel as medium or large once it cannot fit through the letterbox and is larger than A5 in size. The costs of forwarding parcels like these are calculated by us and sent to you via email - with a link to make the payment needed online directly via your account. Once your payment is covered, we immediately proceed with forwarding your parcel.

The universal cost for forwarding a parcel as special delivery starts from £7.45 (and changes) depending on your current location, its exact weight and size. We calculate the entire cost and send it to you on your email with a link to the payment.

Note: Most of our customers spend roughly £20 per month in postage fees. To view your postage deposit charges, visit the My Deposit section in your online account.

11How can I register a business in the UK?
Registering a business in the United Kingdom is relatively easy. Once you know the structure of you business and have registered it within the HMRC for tax purposes, registering your business with the government's Companies House can be done on this link.
12What address does a CEO need to register a UK business with the Companies House?

If you are a CEO of a business and want to register it with the Companies House (UK), you must provide a residential address (kept private) and a registered office address as the official commercial address of your business.

Companies without a physical (commercial) office such as home-based businesses, those based overseas and those that would prefer to register in a more prestigious city centre address can do that with our registered address service.

For more information on the Companies House business registration, visit this page.

https://www.gov.uk/government/organisations/companies-house
13How do you know which mail or parcel is for me?
Assuming that there are more businesses registered on our mail forwarding services, the mail that everyone receives should be clear to anyone sending and receiving it. In other words, make sure to give your new address in a clear format and with your name included, to anyone sending you an envelope or packaging in the future. If you use any personal or business names different than yours, please inform us so that we can identify the packages accordingly.
14Can I change my mail forwarding address?
If you want to change the address your mail is being forwarded to, the only thing you need to do is send us an email to info@firstcallvirtualoffice.com with your new address. Note that there is a small setup update fee which is one-off for every address change.
15Can you update the Companies House and HMRC with my new Registered Office Address?
Unfortunately, we cannot provide that service. You must contact the Companies House and HRMC yourself to do that and give them your new Registered Office Address.
16How do I sign up for a mail forwarding service?

Signing up for your personal mail forwarding service is easy and simple. All you need to do is visit our mail forwarding page where you would be asked to choose your current location and other relevant details.

It takes approximately 24-48 hours for us to review your sign up process, set up your account and send you the paid invoice and confirmation via email. After that, you can start using your new mail forwarding address.

Alternatively, you can contact us via phone or email at sales@firstcallvirtualoffice.com to sign up your mail forwarding service.

General Questions

1How can I sign up for a virtual office service?

Opening your virtual office is simple. All you have to do is select the virtual office service you need by clicking the "Sign Up" button. After that, you will be redirected to a page where you need to fill all the required details and eventually set up your account.

Your account will be set up within 24-48 hours once we receive your details and order. You will receive a paid invoice confirmation from us via email and can finally start using your new virtual office services.

If you cannot sign up through our online checkout, you can sign up by contacting us via telephone or email

sales@firstcallvirtualoffice.com
2What is the contract length?

Our terms and conditions are flexible and always in favor of our clients.

Our virtual office service plans start from 2-months only. However, if you wish to cancel the service(s), we require a full calendar month notice sent on our email:

info@firstcallvirtualoffice.com.
3How long does it take to set up my virtual office?
It takes approximately 24 to 48 hours on average to set up your account, once you have made your payment and completed the registration process via phone or email.
4What type of support can I expect from you?

At FirstCall, we take pride in ensuring the best customer support. With teams of customer service reps trained to help you or assist you with our latest equipment and software, setting up a virtual service or any other service of ours is made easy.

We will answer every single question you may have and assist you during every phase. Our passion and commitment to every single client does not go unnoticed - in fact, those are the qualities of our exceptional service.

5What is the setup deposit for?

We take a 1-month service charge deposit for any monthly account made on our platform, which is refundable upon cancellation.

This is only to ensure that you meet our monthly terms and conditions - as we don't require a deposit for the annual accounts.

6Are there any setup charges?

There is a small setup charge for each service.

However, signing up annually and receiving 2 months of services for free certainly tops it out. Just like our current Virtual Office promotions which can be seen on this link.

7Can I change my subscription/plan from monthly to yearly?

You can change your monthly plans to an annual one and even receive 2 months free for it. That means you will only pay for 10 months, yet receive 12 months of service. To redeem this offer, please email your request at info@firstcallvirtualoffice.com including your company name and the service you need.

We will make sure to reply in the quickest time possible, giving you a pro-rate invoice for the upgrade in which you will receive a confirmation of your upgrade.

8How do I reinstate my lost services?

Just email our admin team at info@firstcallvirtualoffice.com with your company name, contact details and the services you'd like to reinstate. As soon as we get your email, we will reactivate your account and confirm if there are any outstanding payments or missing/expired ID documents.

Once you make the relevant payment or verify the new ID documents, we will resume your services.

9How can I cancel the service?
We require you to notify us 1 month prior to your cancellation on your monthly account. If you wish to cancel your annual account, you can only do that at the point of the standard renewal date (the date it expires).
10What are the costs of a virtual office? Are there any hidden costs I should know about?
Our pricing policy is fully transparent, featuring NO hidden costs or additional fees. There is only one fixed cost - your monthly virtual office fee. For any additional services, we reserve the right to charge by usage or service accordingly.
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