Package

Making an order

The price for shipping a package depends on the route you select, the dimensions you insert, and the shipping service and add-ons you choose.

How much does it cost to ship a package?

After selecting the countries of collection and delivery on our booking engine, you should tick "Package" and click "Continue". You will then be able to choose between Flexi, Regular, Regular Plus and Express services. Additional options such as extended insurance will also be possible to select during the booking process.

How to book a package shipping service?

We offer different shipping services according to your needs: <ul> <li>The Regular service is a low-cost shipping solution that allows you to ship packages up to 30 Kg within Europe.</li> <li>With Regular Plus, you can ship packages up to 70Kgs and 240 cm on the package's longest side.</li> <li>Express is the fastest service allowing you to ship packages worldwide in up to 72h.</li> <li>Flexi is available only for specific countries and combines standard services with same day pickup for orders booked until 12h CET.</li> </ul> If you are not sure what type of service to choose, you can email us at <a href="mailto:sales@eurosender.com">sales@eurosender.com</a> , and our Sales Support team will advise you further. Make sure you specify your pick-up and delivery country, the size and weight of the shipment, and the content.

What type of service should I choose to send my package?

Our algorithm always makes sure you get the best match for your shipping requirements. The courier is selected based on the shipping option you choose and the route you defined. As soon as we confirm your payment, you will receive an automatic email where you will see the name of the selected courier.

Which courier will be in charge of delivering my package?

Packaging

No. Tying the parcels together may result in them becoming separated during transport and individual items becoming misplaced. We advise putting them into a bigger box that still fits the allowed dimensions or placing an order for <a href="https://www.eurosender.com/en/pack-ship/multiple-packages">multiple packages</a>.

Can I attach several boxes together?  

No. The courier may refuse to collect your shipment if it is not packed in a cardboard box.

Can I pack everything inside a plastic or raffia bag? 

Yes. You can re-use an old box as long as it is sturdy enough to support the weight of the items placed inside. If you decide to re-use an old box, remove any old labels. For more information, please <a class="Hyperlink SCXW17419192 BCX0" href="https://www.eurosender.com/en/packaging-materials/boxes" target="_blank" rel="noreferrer noopener">follow this link</a>.

Can I re-use a cardboard box or does it have to be a new one? 

For successful collection, suitcases need to be put in a cardboard box or securely wrapped with a sturdy layer of cardboard that will protect them and their content during transport. When shipping with the Express shipping option, suitcases can be wrapped only in plastic film.

Can I ship a suitcase without additional packaging?

No. The courier service providers will only accept cardboard boxes. If you place the items inside a plastic box, please make sure you also wrap it in a layer of cardboard.

Can I use a plastic box for shipping?

Yes. You should still make sure the items inside the box are properly wrapped and protected. Additional signs and labels do not ensure special handling. Any claim for damage compensation may be rejected on the grounds of restricted items and/or inappropriate packaging.

Can I write "Fragile" or "This side up" on the package?

The items have to be placed in a cardboard box. The box has to be rigid and sturdy enough to support the contents and have no holes, tears or dents. Old labels should be removed from the exterior of the box. Make sure you wrap your items and nest them with enough packaging materials to ensure their durability and safety during transit. For more information, <a class="Hyperlink SCXW233154503 BCX0" href="https://www.eurosender.com/en/pack-ship" target="_blank" rel="noreferrer noopener">please check our guidelines. </a>

How to pack a package? 

Sports and duffle bags have to be placed them inside a cardboard box. The courier provider might not accept any sports bags that are not properly packed inside a cardboard box.

How to pack sports and duffle bags for shipping? 

No. Packing assistance and packaging materials are not a part of the service. The sender is responsible for properly packing and preparing the shipment for transport.

Will the courier help me pack and provide the packaging materials?

Pickup & Delivery

Collections and deliveries for the Flexi, Regular and Regular Plus options take place on business days between 9 am and 6 pm. When booking the Express service, collections and deliveries can take place until 8.30 pm. In high season, the deliveries can take place later in the evening. The courier service provider has the right to postpone the collection by one (1) business day if the address is in a remote area. You can start calculating the estimated delivery date only after the parcel has been successfully picked up. The delivery date can be estimated but not guaranteed You can contact the local courier company’s office to get an up-to-date estimation of the transit times between the pick-up and delivery country or you can contact our Customer Support at <a href="mailto:help@eurosender.com">help@eurosender.com</a> and our agents will be happy to give you detailed information on the <a href="https://www.eurosender.com/en/delivery-time">estimated transit time</a>.

At what time will my package be collected and delivered?

No. To book a shipment, you must have complete pick-up and delivery addresses.

Can I book a package delivery even if I do not have the complete address?

It is possible to book the pick-up on the same day when selecting the Regular Plus or Express options. Whether or not the pick-up can happen depends on several factors: <ul> <li data-leveltext="-" data-font="Calibri" data-listid="5" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">The order needs to be paid and the customs documentation needs to be submitted within the time limit set by the courier service providers.</li> <li data-leveltext="-" data-font="Calibri" data-listid="5" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">The time limit to submit the order for same-day pick-up is 1 pm CET. If the above criteria are not met in time, the collection may be postponed to the next available business day.</li> </ul>

Can I book a same-day pick up with the Regular Plus or Express service?

Unfortunately, you cannot get the phone number of the specific driver that will pick up your parcel(s). You can, however, contact the local courier company office in the country of pick-up. You can find their phone number online. When choosing the Express option, we advise you to contact our Customer Support via chat or at <a class="Hyperlink BCX0 SCXW40239415" href="mailto:help@eurosender.com" target="_blank" rel="noreferrer noopener">help@eurosender.com</a> to obtain the shipment ID, the tracking code that you will need for communication with the courier company Express agent.

Can I call the driver that will be collecting or delivering my parcel(s)?

Yes. To get the price for your shipment, select the pick-up and delivery countries and insert the weight and dimensions of the parcel(s).

Can I check the shipping price even if I do not have the complete address?

Yes. Please visit our <a class="Hyperlink SCXW226280635 BCX0" href="https://www.eurosender.com/en/sd" target="_blank" rel="noreferrer noopener">dedicated page</a> to find out how you should provide the correct delivery address for different delivery locations.

Can I select a non-residential delivery address such as a hotel or a work place?

A specific time frame cannot be selected in the booking process, but can be arranged when booking the Express shipping option. If you need a specific time frame for the collection of your Express order, contact our Customer Support via chat or at <a class="Hyperlink SCXW61270586 BCX0" href="mailto:help@eurosender.com" target="_blank" rel="noreferrer noopener">help@eurosender.com</a> to arrange a collection within a specific time frame in a range of 2-4 hours. This request may, in some cases, result in postponing the collection to another business day.

Can I select a specific time frame for pick-up? 

Courier service providers try to meet the demands of our clients during high season. Collections may be delayed or they may happen outside of the standard timeframe (9 am – 6 pm). Some couriers in high seasons also perform deliveries on Saturdays.

Do couriers offer extended working hours during peak seasons?

Collections and deliveries usually take place on business days between 9 am and 6 pm. Package collections and deliveries cannot be booked for bank holidays, regional festive days or weekends You can read more about this on our <a href="https://www.eurosender.com/en/hp/couriers-holiday-shipping">dedicated page</a>. Before booking the collection, always confirm that the preferred date is not a holiday in the country of collection. Saturday deliveries are available in some countries for Express shipments. In those countries, you can contact the local courier company office to be able to arrange a Saturday delivery for the shipment.

Do couriers pick up or deliver packages during holidays or weekends?

When booking the Flexi, Regular Plus and Express shipping options, you will receive the tracking number on an email sent either by Eurosender or the selected courier company. For the Regular shipping option, the tracking codes of the parcels will be available either the evening prior to the pick-up day or on the pick-up day itself. Some couriers provide the international tracking code only after the pick-up and once the parcel has left the pick-up country.

How and when do I get the tracking code for my shipment? 

You can track your parcel from the moment it will be scanned by the courier company. To do so, you should paste the tracking number you received by email on our <a class="Hyperlink SCXW161508834 BCX0" href="https://www.eurosender.com/en/parcel-tracking" target="_blank" rel="noreferrer noopener">tracking tool</a>. The status is usually updated every time the code is scanned.

How can I track and trace my parcel?  

If you do not have a suitable scale for your package, you can use a personal scale and weigh yourself first holding the parcel and then without the parcel. This way, you can calculate the difference in weight, which is the weight of the parcel. If you do not have a scale at all you can try to estimate the weight of the content by comparing it with an individual household item which has net and gross weight indicated. For example, a water bottle of 1 L weighs about 1 kg and you can compare the weight of the items that you place inside the box and sum up the estimated weight of individual items or objects in your package. Read more about this on our <a href="https://www.eurosender.com/blog/en/weigh-a-package-without-scale/">dedicated article</a>.

How can I weigh my parcel if I don't have a scale? 

The tracking system for your parcel(s) can indicate the delivery date with the update "Out for delivery".

How do I know my parcel is on delivery?

For Flexi orders with pick-up addresses in Slovenia, Croatia, Poland and Romania, you are able to select the pick-up on the same day. After successful payment, you will receive the label(s) for the parcel(s) and instructions to contact the courier (applies for Slovenia and Croatia). The label needs to be printed and attached to the box.

How does same-day collection work?

The Express shipping option also covers areas that are autonomous political entities in Europe, but are not members of European Union and are not covered by the Regular service (United Kingdom, Norway, Switzerland, Andorra, Liechtenstein, Monaco, San Marino and Vatican City). Shipping to these locations requires customs clearance and proforma invoices. For areas outside Europe under the protectorate of a particular European country, the service requires customs clearance and invoices (Melilla, Ceuta; Canary Islands; Reunion and French Islands in the Atlantic and Caribbean, etc.)

I chose a route within Europe: why is Express the only available option?

The local phone number does not need to be your own. It can be the number of a friend, acquaintance or a receptionist / doorman /security at the facility where the pick up is taking place. Make sure you insert a local phone number for the pick-up to run smoothly.

I do not have a local phone number. What should I do?  

Multiple parcels belonging to one order can be picked up together on the same day, but may not be delivered on the same day. The parcels sent with Regular and Flexi options are sorted several times during transit and may be placed on different vehicles meaning that they may have different delivery dates and times. Parcels booked with the Regular Plus and Express options are regarded as a complete shipment and are usually all delivered on the same day, unless some external factors delay one of them

If I ship multiple parcels, will they all be delivered in the same day?

Usually, the vehicles of the courier drivers are not equipped with measuring equipment. The parcels are measured and weighed at the collection depot. If your parcel is heavier than you estimated when placing the order, you may be charged extra for the additional weight. If the parcel surpasses the maximum allowed dimensions and / or weight it will be returned to the sender. If, after packing, you realise that your package is heavier than the weight you initially selected during the booking process, please contact us by chat or email.

Is the courier driver equipped with measuring tools to check the weight and the dimensions of the parcels?

The Package Standard service (including Regular, Regular Plus and Flexi options) is only available in EU. The Express service is available worldwide. Still, there are some countries that do not have international courier services due to embargo restrictions (Iran, Palestine, Syria and Cuba). Some countries have suspended international courier services due to warfare (Somalia, Libya, Ethiopia and the Crimea) or have limited delivery options due to increased crime (Mexico). Some countries (Haiti) or remote regions in some countries (Venezuela, India, Kosovo, Tibet, Pacific islands, Ukraine etc.) lack infrastructure and deliveries are only possible to bigger cities. Some countries only enable international shipping for commercial purposes, this means that both the sender and recipient must be businesses (Turkey, Russia). We advise you to contact Eurosender Sales Support <a href="mailto:sales@eurosender.com">sales@eurosender.com</a> before placing an order to get more information regarding pick-up and delivery options.

Is the Package service available in all countries and territories?

Depending on the country of delivery and on the courier company selected, there may be a second delivery attempt. If the delivery address is in Denmark, Finland, Hungary, Ireland, Italy, the Netherlands, Sweden or Spain there will only be one delivery attempt. You can contact our Customer Support and we will help you locate the parcel shop where you can pick up your package within 4 days.

What happens if I miss the delivery of my package? 

If the tracking indicates that the shipment is at the customs office in the delivery country, the shipment needs to undergo the customs clearance process. Duties and fees need to be paid before delivery. The recipient of the package will be contacted by the customs office in the country of delivery and will be informed about the duties and taxes they need to pay. After the payment of the duties, the package(s) can be delivered. The delivery can be delayed due the to customs clearance procedure. The delivery may also be delayed if the recipient does not pay the duties and taxes on time.

What happens if my package gets stuck in customs once it arrives to the destination country?

Please write your order number in the subject of the email and the following details: <ul> <li> Contact person and his/her phone number (the person who will hand out the package) </li> <li> The name on the doorbell (if it isn't the same as the contact person's name) </li> <li> The name of the company/hotel/student dormitory (if the pick-up address is not a private residence) </li> <li> Street name and number, as well as apartment/floor number </li> <li> Post (ZIP) code and the city</li> </ul>

What information do I need to provide to rebook the collection?

High season is a time of increased demand for courier service providers around festive seasons such as Christmas, Easter and the New Year. High season can also happen in the summer around the holiday season in July and August. Additionally, there may be more demand during periods of big discounts and online sales, such as Black Friday.

What is considered high season for courier companies? 

<h6 aria-level="4">Slovenia and Croatia</h6> If your same-day pick-up in Slovenia did not happen, please check your confirmation email, which has the label and instructions to contact the courier to request a pick-up. If you have trouble contacting the courier, please contact our Customer Support at help@eurosender.com. <h6 aria-level="4">Poland and Romania</h6> If your same-day pick-up in Poland did not happen, please make sure that your pick-up address is correct and complete. If the parcel is not collected, contact our Customer Support at <a href="mailto:help@eurosender.com">help@eurosender.com</a>.

What should I do if I booked a same day collection and the courier didn’t come?

Normally, there are no tracking updates during weekends or non-business days. If the tracking information does not update after more than 48 hours during business days, please contact our Customer Support via chat or at help@eurosender.com with your order number and the proof of collection that the driver left at the pick-up address. You will need to provide the following information: <ul> <li data-leveltext="-" data-font="Calibri" data-listid="6" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">Your Eurosender order number </li> <li data-leveltext="-" data-font="Calibri" data-listid="6" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">The exact day of pick-up </li> </ul> You will also be asked: <ul> <li>Was the order rebooked from the original pick-up day to another pick-up day?</li> <li>Were all the documents printed and handed over to the driver with the shipment?</li> <li>Proof of collection of the shipment. </li> </ul>

What should I do if the tracking status of my parcel doesn’t update?

If you placed an order containing multiple parcels on the same route, the parcels will be collected by the same courier provider. If you placed several different orders going on different routes, the courier companies that pick up the parcels may differ. We advise you to check the email notification of each order to check which courier is assigned.

When shipping multiple packages will all of them be collected by the same courier company?

There are several reasons that can explain why the courier company didn’t pickup the package on the collection day: <ul> <li data-leveltext="-" data-font="Calibri" data-listid="5" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">Extreme weather conditions that can slow down road traffic, such as roadworks or accidents.</li> <li data-leveltext="-" data-font="Calibri" data-listid="5" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">Wrong address or phone number provided. </li> </ul> When the collection doesn’t take place due to external factors, it is automatically postponed to the next working day. If the collection couldn’t be performed due to wrong information, you should get in touch with us so that it can be rebooked. If available, please check the tracking information and whether it states incomplete or incorrect pick-up address details. If so, please contact our Customer Support at help@eurosender.com to reschedule the pick-up for the closest available business date with updated and correct pick-up details.

Why didn’t the courier company collect my packaged on the day I booked?

In case the tracking status shows "Out for delivery" but your package was not delivered, it may have happened that the delivery details are incomplete. In some cases, the delivery can be arranged again with corrected details. In other cases, the parcel will need to be collected from a parcel shop.

Why wasn’t my package delivered if it showed "Out for delivery"?

Delays are possible in times of high courier demand (high season) or due to extreme weather conditions that can slow down road traffic, such as roadworks or accidents. In such cases the collection is performed as soon as possible. Deliveries may be delayed due to customs clearance procedures in the country of delivery. Eurosender cannot influence the speed of customs procedures. The receiver can expect delivery only after paying the import duties and taxes.

Why wasn’t my package delivered yet?

Yes, the driver that comes to collect the package(s) should leave a proof of collection. You should keep this proof until the package is successfully delivered.

Will I receive any proof that my package was collected?

There is no guarantee that the courier will call in prior to delivery or collection. The courier may contact the sender at the pick-up address either the day before or on the morning of the pick-up to confirm the schedule. In most countries, courier companies will only call local numbers so please make sure to always provide one

Will the courier driver call me before the collection or delivery? 

Restrictions

The rules for shipping alcohol may vary according to the countries of pick-up and destination, the courier company and even the type of drink getting shipped. <h6>Companies shipping alcohol</h6> Business users with a registered and authorised shop to sell and export light alcoholic beverages can ship alcohol in packages. Still, they should make sure that each bottle inside the box is well protected since the insurance can only be claimed when sufficient packaging is provided. Before placing an order, we advise you to consult with our Sales Support team at sales@eurosender.com or read our <a href="https://www.eurosender.com/en/pack-ship/alcohol">packaging advice</a>. <h6>Individuals shipping alcohol</h6> Shipping alcohol for personal use is at the client's own risk. If the shipment is lost or damaged and it contains alcohol or other restricted items, the insurance claim may be rejected.

Can I ship alcohol in a package?

The shipment of arms and ammunition is strictly regulated. Only authorised businesses are allowed to ship arms and ammunition through licenced and specialised logistics providers. Shipments containing the above-mentioned items may be removed from transport or returned to the sender at the shipper's expense. Any compensation claim for a damaged and/or returned shipment may be rejected.

Can I ship arms and ammunition in a package?

Shipping fragile items in a package is mainly done under the sender's own responsibility. Before shipping particularly delicate and fragile items, consult our Sales Support team at sales@eurosender.com to get more information and advice. We also suggest you read our <a href="https://www.eurosender.com/en/pack-ship/fragile-items/">packaging advice</a>. Any claims for lost or damaged fragile items that were not packaged properly, may be rejected. <h6 aria-level="4">Companies shipping fragile items</h6> Most companies producing fragile items usually have pre-agreed terms with specialised courier companies that organise direct transport, which reduces damage risk. Fragile items require not only special handling but also specialised packaging. <h6 aria-level="4">Individuals shipping fragile items</h6> Privates are advised not to ship fragile items in packages. Fragile items require not only special handling but also specialised packaging.

Can I ship fragile items in a package?

Each courier company has its own rules related to shipping liquids in packages. <h6 aria-level="4">Companies shipping liquids</h6> Most companies have special contractual agreements with specialised couriers to transport liquids. Liquids need to be packed correctly to avoid spillage. If the liquids are not appropriately packed and protected, they may spill and cause damage to other items in the package or other packages. If this happens, any claim for loss or damage compensation may be rejected on the grounds of prohibited items and/or improper packaging. Before placing an order for a shipment containing liquids, we advise you to contact the Sales Support department at <a href="mailto:sales@eurosender.com">sales@eurosender.com</a> or our chat support. <h6 aria-level="4">Individuals shipping liquids</h6> Individuals are advised not to ship liquids with their personal belongings within the package. If the liquids are not appropriately packed and protected, they may spill and cause damage to other items in the box or other packages. If this happens, any claim for damage compensation will be rejected on the grounds of prohibited items and/or improper packaging.

Can I ship liquids in a package?

<a href="https://www.eurosender.com/en/international-electronics-shipping">Shipping electronic devices</a> containing lithium batteries is allowed in most cases. <h6 aria-level="4">Companies shipping lithium batteries </h6> If you are a business producing and shipping electronic devices containing lithium batteries, we suggest you contact our Eurosender Sales Support at <a href="mailto:sales@eurosender.com">sales@eurosender.com</a> to get a dedicated offer. If the shipment contains only 1 item containing batteries, there is a restriction of no more than 2 single-cell batteries ≤20Wh or 1 multi-cell battery, containing maximum 4 cells ≤100Wh. <h6 aria-level="4">Individuals shipping lithium batteries </h6> Individuals may ship electronic devices containing batteries in their package shipment (with their personal belongings). If the shipment contains an item containing batteries, there is a restriction of no more than 2 single-cell batteries ≤20Wh or 1 multi-cell battery, containing maximum 4 cells ≤100Wh.

Can I ship lithium batteries or electronic devices in a package?

Perishable goods require special transport conditions and should not be shipped in a standard package. <h6 aria-level="4">Companies shipping perishables and food </h6> Most companies producing perishable food products have special contracts with courier service providers that can provide a suitable temperature-controlled environment for the content of the package. We do not advise shipping perishable goods within a single package using the standard service as the temperature-controlled environment cannot be guaranteed. Any compensation for perishable goods lost or damaged during transport may be rejected due to the restriction on perishable goods in the standard service. Clients who decide to ship perishable goods or food despite this restriction do so at their own risk. Before placing an order for shipping perishables in a package, we suggest you consult our Sales Support team at sales@eurosender.com. <h6 aria-level="4">Individuals shipping perishables or food</h6> We do not advise shipping perishable goods in a package using the standard service as the temperature-controlled environment cannot be guaranteed. Any compensation for perishable goods lost or damaged during transport may be rejected due to the restriction on perishable goods in the standard service. Clients who decide to ship perishable goods or food despite this restriction, do so at their own risk

Can I ship perishable goods or food in a package?

Shipments including <a href="https://www.eurosender.com/en/pack-ship/cigarettes">cigarettes and other tobacco products</a> are highly regulated. Always make sure to contact the customs authorities in both countries of pick-up and delivery and get informed on the rules of the selected courier company. <h6 aria-level="4">Companies sipping tobacco products</h6> Licenced businesses that produce or distribute tobacco products can ship them via authorised logistics providers. Before placing an order for your package, consult with sales@eurosender.com or check with the national chamber of commerce to obtain a licence for shipping tobacco internationally. Shipping tobacco is only allowed between companies with appropriate licences and with authorised couriers. <h6 aria-level="4">Individuals shipping tobacco products</h6> It is forbidden to ship any type of tobacco products between individuals in most countries. By deciding to ship cigarettes and other tobacco products, individuals do so at their own risk. Shipments with prohibited items are excluded from the claims process in the event of loss or damage.

Can I ship tobacco, cigarettes and cigars in a package?

Toxic, flammable and hazardous products can be as simple as plain nail polish or a jar of perfume. <h6 aria-level="4">Companies shipping toxic, flammable or hazardous products</h6> Businesses producing or distributing products containing toxic, flammable or hazardous components can ship them through authorised logistics providers. Shipping toxic, flammable or hazardous goods within a single package is prohibited. If you ship goods that contain such components, you are doing so at your own risk. Any loss or damage claim for a package containing the above-mentioned goods, may be rejected. <h6 aria-level="4">Individuals shipping toxic, flammable or hazardous products</h6> Shipping toxic, flammable or hazardous goods within a single package is prohibited. If you ship goods that contain such components, you are doing so at your own risk. Any loss or damage claim for a package containing the above-mentioned goods, may be rejected. Read more about shipping cosmetics, perfumes or nail polish on our <a href="https://www.eurosender.com/en/pack-ship/cosmetics">dedicated page</a>.

Can I ship toxic, flammable or hazardous products in a package?

Yes, certain couriers may request to confirm the content of the package and refuse to collect it in case it contains prohibited or restricted goods. The same can happen if the couriers finds that prohibited items are described in the package content description.

Can the courier refuse to collect my package?

When booking the Express service make sure that the longest side of the parcel does not surpass 120 cm. The maximum allowed volumetric or actual weight is 70 kg. The final price will have in consideration the highest value between these two. If the dimensions are larger, the engine will adjust the price with an instant surcharge.

What are the shipping dimensions allowed when booking the Express service?

The restrictions in dimensions depend on two factors: the volumetric weight and the actual weight of the package. The actual weight of the package shouldn’t surpass 30 Kg, while the maximum size should be smaller than 300 cm when calculating 1x length (in cm) + 2x width (in cm) + 2x heigh (in cm). The longest side of the package should also measure less than 175 cm. Depending on the route and the courier selected, the price shown may be calculated based on the volumetric weight or the actual weight. You can read more about this on our <a href="https://www.eurosender.com/blog/en/volumetric-weight/#:~:text=When%20computing%20the%20road%20freight,divide%20this%20number%20by%205000.">dedicated article</a>.

What are the shipping dimensions allowed when booking the regular package service?

The sum of the sides (length + width + height in cm) should not surpass 240 cm in total. The maximum allowed weight is 70 kg.

What are the shipping dimensions allowed when booking the Regular Plus service?

Not all items can be shipped by courier, either by law or simply because of the courier's own rules and regulations. You can read more about forbidden and restricted items on our <a href="https://www.eurosender.com/en/prohibited-and-restricted-items">dedicated page</a>. We also invite you to read our Terms and Conditions under section 2.5, where you can find the rules regarding couriers and restricted items explained. If you opt for the Express Service, please confirm, before collection, that all the items in the package are in accordance with the courier company’s regulations. In case you booked an international delivery, you should also confirm the applicable rules in the countries of pick-up and delivery by contacting the respective customs authorities. Do you still have questions about restricted and forbidden items for shipping? Don’t hesitate to contact our support team via chat or email at <a href="mailto:sales@eurosender.com">sales@eurosender.com</a>

What items are restricted or forbidden to send in a package?

Shipping Documents

Every Express shipment requires printing the AWB label that contains the information of the sender, recipient, dimensions of the parcel(s) and its value. If your shipment is not within the EU, you will be asked to submit a proforma invoice that declares the nature of the goods, their value and the country of origin. If the reason for export is commercial, the sender will need to enclose a copy of the commercial invoice as well as a customs declaration and a certificate of origin. See more information on our <a href="https://www.eurosender.com/en/sap/shipping-documents">dedicated page</a>. Before creating an order, check with local customs authorities in the pick-up and delivery country if there are any other documents or paperwork needed for your shipment. If the required paperwork is not submitted, the pick-up, transit and/or delivery can be delayed.

Do I need to prepare any documents when booking the Regular Plus or Express shipping options?

Depending on the country of pick up and on the selected courier, different rules may apply. In most cases, the courier driver will bring the label. However, there are a few exceptions: <ul> <li data-leveltext="-" data-font="Calibri" data-listid="7" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1"> For all Flexi shipments with pick-up in Poland, Romania, Sweden, Spain, or Italy you will have to print the label and fix it onto the shipment. </li> <li data-leveltext="-" data-font="Calibri" data-listid="7" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">If you select same-day pick-up or the closest available date possible and your pick-up address is in Slovenia, Croatia, Poland or Romania, you will also be required to print the label for the service.</li> </ul> <ul> <li data-leveltext="-" data-font="Calibri" data-listid="7" aria-setsize="-1" data-aria-posinset="3" data-aria-level="1">If your pick-up is in Italy you may need to print the shipping document, fill it out and attach it to the shipment, depending on the selected courier.</li> </ul>

Do I need to prepare any documents when booking the Regular shipping option?

The details inserted in the proforma invoice and commercial invoice are used to determine the customs duties and taxes, therefore the information needs to be accurate. Find bellow a guide on how to fill out a proforma or commercial invoice: <ol> <li>Fill out the information of the shipper (sender) and the receiver as well as their VAT or tax numbers. </li> <li>In the upper right-hand side, select the currency in which you will present the proforma. The proforma can be submitted in the valid currency of the pick-up or delivery country or the equivalent value in EUR or US dollar.</li> <li>Describe the content and specify each commodity in the package. A generic description "personal item" will not be enough. Declare each item or groups of items. For example, "male shirts", "female trousers" or "children’s socks”. </li> <li>Write a description of content for each commodity, including the country of origin or production, the HS tariff code, the quantity (number of same/similar items), unit weight (weight of individual item) and unit value (value of each object). The form will help you calculate the subtotal value of the shipment per commodity. </li> <li>If you are shipping multiple items, add them one by one by clicking “Add another item” and insert the details for each of them. If there is a commercial invoice available for the shipment, you can upload it by clicking on “Add files”. This step is optional and is advised if the shipper and/or the recipient are companies. </li> <li>In the “Reason for export” section you will need to declare the reason for sending the parcel(s) to another country. It can be Gift / Commercial / Personal use / Repair / Return after repair. If you select Commercial as the reason for export, you (or the sender) will also have to provide a commercial invoice. You can submit and attach it as a file to the online form or simply present it to the courier driver upon collection. </li> <li>You have to certify that the information provided is true, correct and in accordance with the laws of the respective countries. By clicking on “Next” at the bottom of the page you will be submitting the proforma invoice that you will later receive a copy of in an automatic email. You will need to print the proforma and label and hand them over to the courier together with your package(s). </li> <li>Find the automatic email containing the proforma invoice and the label sent to you in an automatic Tracking email from <a href="mailto:help@eurosender.com">help@eurosender.com</a> or directly from the selected courier company. Make sure to also check your spam inbox. Print out the documents and have them ready when the courier driver comes to collect the package(s). If you are the recipient, make sure you forward the shipping documents (AWB label, proforma invoice and commercial invoice) to the person at the pick-up address. This person should be able to print them out and hand them to the courier driver with the package(s). </li> </ol>

How do I fill out the proforma invoice?

It is the receiver’s responsibility to thoroughly check the items upon delivery. In case the outside packaging or content shows any signs of damage or in case some items are missing, you should ask the courier driver to fill out a damage report form that should be signed by both parts.

What happens If my items are damaged during transit?

The HS code stands for Harmonized System code and was developed by the World customs Organization (WCO) to unify and harmonize the customs procedures. For commodities produced in EU you can use this portal <a href="https://www.tariffnumber.com/">https://www.tariffnumber.com/ </a> to find the right HS code for your item. The HS code is not an obligatory part of the proforma and you can leave this field blank, but you need to describe each item in as much detail as possible. You can also contact the local customs office to help you identify the HS code for your item or our Customer support at <a href="mailto:help@eurosender.com">help@eurosender.com</a> or Sales Support at <a href="mailto:sales@eurosender.com">sales@eurosender.com</a> and our agents will be happy to assist you.

What is the HS code and where do I find it?

If your shipment requires a proforma invoice, you will be invited to submit the proforma in an automatic "Awaiting customs documentation" email.

Where do I submit the proforma invoice? 

Yes. If you are shipping to/from areas that are within Europe but are not member states of the European Union, the parcel will undergo customs processes. Import and, in some cases, export costs will need to be covered. The same applies for all global shipments. See more information on our <a href="https://www.eurosender.com/en/customs-clearance">dedicated page</a>. If you are shipping the goods within member states of the European Union, the shipment will not be subjected to customs procedures.

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