Question 1

How quickly can you deliver?

Accepted Answer

Within a city, same-day is often possible when the request is accepted early enough. Between cities, timing depends on the route and available envoys. We confirm a realistic window before we accept a request, and we would rather decline than promise a time we cannot hold.

Question 2

Which cities do you serve?

Accepted Answer

We currently operate in Paris, London, Milan, Monaco, Dubai, New York, Bucharest, Vienna, Zurich, Budapest and Munich. Requests in other cities are reviewed individually and are often possible.

Question 3

Can you handle international requests?

Accepted Answer

Yes, subject to route, category and border requirements. Cross-border movements can involve customs formalities and restrictions that we will explain before accepting the request.

Question 4

Can a delivery be a surprise?

Accepted Answer

Yes. With the surprise protocol we coordinate only with you. The recipient is not contacted in advance and the envoy arrives at the agreed moment, briefed on how you would like the handover to feel.

Question 5

How do you coordinate with the recipient?

Accepted Answer

Unless the delivery is a surprise, we contact the recipient discreetly to agree a time and place that suits them. Their details are used only for that purpose.

Question 6

Do you carry high-value items?

Accepted Answer

In many cases, yes, under our Black service. We assess each item, route and destination individually, and we confirm in writing what we will and will not carry for that specific request.

Question 7

What can you not carry?

Accepted Answer

We do not carry anything prohibited by law, dangerous goods, controlled substances, weapons, live animals, or items we cannot transport lawfully and safely on the requested route. We may also decline requests we cannot complete to our standard.

Question 8

What about customs and borders?

Accepted Answer

Cross-border deliveries are subject to the rules of the countries involved, including declarations, duties and category restrictions. We will tell you what applies to your request. Where formalities are required, they must be satisfied before we can proceed.

Question 9

Do you verify the recipient's identity?

Accepted Answer

We can. Identity verification at handover is available on request and is standard for Black deliveries. The method is agreed with you in advance.

Question 10

What proof of handover do I receive?

Accepted Answer

You receive confirmation of the handover including the time and the envoy who completed it. Signature or photographic confirmation can be arranged where the recipient consents.

Question 11

Can I cancel or reschedule?

Accepted Answer

Yes. Tell your concierge as early as possible. Once an envoy has collected the item or travelled for a scheduled hand-carry, part of the arrangement may already be committed; we will always be clear about this at the time.

Question 12

How do you treat my information?

Accepted Answer

Details are shared only with the concierge and the assigned envoy, and only to the extent needed to complete the handover. We do not discuss clients, recipients or contents with anyone else.