ipostparcels (owned by UK Mail) were supposed to deliver my parcel to Switzerland in 2 days. It took them 15 days. The contents of the parcel was homemade chocolate truffles, which have over 2 weeks degraded in quality, and are possibly no longer edible. I filled out their online forms, and I included all information they asked for, including what was in the parcel, its value etc etc. I then printed the label it generated, added it to the parcel, and took it to the UK Mail depot. 6 days later I received information that my parcel was being held because it needed an invoice. I explained that it was not a commercial package, but was told that everything being sent outside of the EU required an invoice. This appeared to be true, but I was not prompted to fill anything else at the time of purchase by ipostparcels / UK Mail. I filled in an invoice and sent it back. From this point it still took them another 7 days to deliver the parcel. They attempted a delivery, and contacted me to tell me that there was a problem with the address, so I double-checked this with the recipient - everything was correct. I confirmed the address with ipostparcels / UK Mail and provided the recipient's phone number. I was then told that the real problem was simply that no one had been home. Having provided shocking service, their customer service team sent me a 50% refund on the postage cost. I did not ask for this, and do not accept that as reasonable compensation for me having to chase them every day, and not having my parcel delivered anywhere near on time. At no point in the payment process, or when printing a label, was I flagged to say I would need an invoice. When I handed the parcel to the depot, no one asked me or checked in any way. I have reviewed the information, and there is a small note about invoices, this is all it says: --- What to do next: Make sure your parcel is correctly packaged and you have securely attached your labels. If your parcel is for delivery outside the EU then you must also attach your invoices. Follow our guidelines for packaging domestic and international parcels --- Now, since there is nothing telling me that I need an invoice (nothing has been sold, and I had itemised everything on the paperwork from iportparcels / UK Mail), I had no reason to think I would need one. I followed the link which directs you to their guidelines on packing, but it only says thet 'if' you have invoices they should be in an envelope attached to the container. Nothing about whether I would need one, nothing about why I would need one for non-commercial purposes. An ipostparcels / UK Mail employee told me that filling in the information in the section about contents of the package was what constituted an invoice, and I they believed I had not filled this in. However a user can't progress from the form to the basket unless all fields are filled out, and I included this information. I have used ipostparcels / UK Mail in the past, and they lost my parcel. I cannot recommend anyone use UK Mail or ipostparcels. They, in this instance have outsourced to DHL. I may as well have just used their third parties directly, and next time I will.