Are you not sure what to do when you placed an order but you can no longer make the shipment? No worries, we have the answers for you. In some cases it is not a problem to do cancel the order. Did you know there is still a chance you could cancel the parcel delivery free of charge? When it comes to cancelling your order, timing is everything. Read ahead and find out exactly what you can do to cancel the collection of your shipment.
Having second thoughts about your order?
There are numerous reasons why you might want to cancel the parcel delivery or parcel collection. In case you put down the wrong dimensions and or weight, it is important that you notify Eurosender as soon as possible. We all make mistakes, no need to worry, Eurosender is here to help! In most cases, when the weight or dimensions of the package exceed what you placed the order for, you will most likely have to place a new order. The reason for this is that the service may change depending on the weight and dimensions. This can mean that the price and courier can change, which is why a new order is the best way to go.
Maybe you are travelling or even moving and you have to leave your address earlier than expected. You can always try to have the pick-up address changed so that you will still be able to hand over the package to the courier. Or, maybe you know someone who could hand over the shipment on your behalf. If you have contacted Eurosender and there is really no other solution, there are two possibilities. It could still be possible to cancel your order and receive a refund. This is only possible if Eurosender did not place the order with the courier yet. If Eurosender did place the order, you can still request to cancel the order. The only difference would be that you will most likely not receive a refund.
Until when can I cancel the parcel collection or delivery?
As mentioned before, timing is essential when you want to cancel your order. There are three situations in which you can still cancel your order free of charge.
The first situation is to cancel the order before it is “Confirmed” with a courier or freight service provider. The order becomes non-refundable once you receive the e-mail with the status “Confirmed”. This e-mail will tell you the order has been accepted and sent for further processing by a logistics service provider. If you want to cancel the parcel collection, it is best to do this before you receive the confirmation e-mail from Eurosender. If you are not sure if the order is confirmed yet, do not hesitate to contact us so that we can inform you of your options. It is the same situation for when you want to cancel the parcel delivery. We always recommend you to contact us as soon as possible so we can help you the best.
Secondly, B2B users can always cancel their order until the date of pick-up free of charge. The only thing you will have to do is first, to create a business account and then, to place the order while being logged in as a B2B customer.
The last situation is if you purchase the Flexible Booking service. With Flexible Booking you can still make changes in your order. It means you can cancel the parcel delivery free of charge until successful pick-up of the parcels (according to the logistics company tracking system). The parcel is considered to have been picked-up successfully once the tracking information of the logistics company indicates that it was collected. If you are a private customer, we recommend you to purchase Flexible Booking. This way you can take advantage of being able to make adjustments and cancel your order, if needed.
What is the Flexible Booking service?
We are happy to offer our customers the possibility to add Flexible Booking to their order. Flexible Booking offer full flexibility to modify any detail in the initial order. This means you can make adjustments anytime before the pick-up of your shipment. You can change the collection date, the pick-up and delivery address and rectify mistakes made in the order form. Keep in mind that you cannot change the country of pick-up and delivery. This is because the prices differ depending on the shipping route.
Flexible Booking is available to all customers during the order process. Please keep in mind that the Flexible Booking fee is non-refundable. You can find all the conditions in our Terms and Conditions.
What is the procedure to cancel the parcel delivery?
You can cancel the parcel collection free of charge before Eurosender submits the order details to the selected logistics services provider. Contact Eurosender to find out if it is still possible to cancel the order the parcel delivery. In case it is still possible to cancel, simply fill out this form “The Form for Exercising the Consumer’s Right to Withdraw from the Contract” and send it to firstname.lastname@example.org. Once Eurosender confirms the order, it will no longer be possible to cancel your order. As a result, if you choose to cancel your order after this, a refund will most likely not be possible. You may try to open a claim to ask for a refund. Our team of experts will then investigate your case and then check whether you are eligible for a refund.
In case you have any doubts, do not hesitate to contact Eurosender for support and the answers to all your questions. Our team of experts will represent you during the cancellation process with the selected logistics company.
Last modified: July 5, 2018