'Parcel company says my laundry weighed the same as a seven-year-old child. Can it be right?'

A photo of the regular laundry pile sent by our reader Credit: Telegraph 

Dear Katie,

I regularly send laundry in the post via UPS and it usually costs £7 each time. But on this occasion I received an email from ParcelHero, the website I book through, telling me it had corrected the weight of my parcel.

It said the parcel weighed 29.5kg (65lb), more than three times the 9.5kg weight I had declared. For this it said I owed it an extra £69.19 for the delivery. 

There is no way it can have weighed that much, as my son carried it home under one arm. There is no one interested in my plight and I am getting absolutely nowhere with automated emails and no human contact.

KS, Barnet

Dear KS,

You would need to have posted an awful lot of washing for it to have weighed 65lb, which is the equivalent weight of a seven-year-old child, according to NHS guidelines. 

You sent me pictures of the items sent and it was a few towels, shirts and other bits. It doesn’t take a genius to work out that there has been an error in weighing your parcel.

Interestingly a quick trawl online threw up a number of similar tales about ParcelHero’s outlandish weight claims and reluctance to explain.

Another customer was apparently told two pairs of linen trousers weighed 5kg (11lb), like a large cat.

After I gave it a nudge, ParcelHero had a wave of common sense and removed the £69.19 charge from your account. It has also credited you with £25 to make up for your bad experience, which you’re delighted with.

ParcelHero hasn’t divulged what went wrong or admitted fault, so I’ve asked you to let me know if this happens again.

The full Katie Morley Investigates column will appear in print every Saturday and Sunday. You can get an early taste every Friday at 1200.

For the week's most important personal finance news, analysis and expert advice, from pensions and property to investment ideas and savings tips, sign up to our weekly newsletter.