Help

Help

Using the booking engine

How can I start an order on Eurosender platform?

What information do I need to provide?

How can I add additional shipping insurance to my order?

Can I review my order before submitting it?

How can I pay for the order?

What are the next steps after placing an order?

Order

To which countries can I send my items?

Does the price depend on the address I choose, even if it is inside the same country?

Is the price on the website final?

How do I fill in the form if the pick-up place is a hotel?

How do I fill in the form if the pick-up place is a company?

As a business user, can I ship to a private address?

Can my parcel be picked up from an airport?

Is possible to organize the shipping to remote areas?

How can I ship from a gated community and/or from multiple-unit addresses?

Can I increase the insurance coverage value after I make the booking?

Can I choose an express service?

What happens if I have more packages than I ordered?

Pick-up and delivery

Can I choose the hour of pick-up and delivery?

Will the courier driver call me before collecting or delivering a package?

Do I have to print the label?

What kind of addresses can the courier collect from?

Are there any drop-off locations where I can leave my package?

Is the courier driver equipped with tools to check the weight of my parcel upon pickup?

If I have many parcels, will they be collected by the same courier company?

Can I change the courier company in charge of the delivery?

Can I choose a specific date of delivery?

Tracking and transit

How to track your parcel?

I ordered a shipping service for several packages. Do I get a tracking number for every package?

What does “estimated delivery time” mean?

What does it mean if the information in the tracking system doesn’t change?

I have many packages and only some of them were delivered while others are still in transit. What could’ve happened?

Payment options

How can I pay for the service?

How does the payment through bank transfer work?

Will I receive a notification once I complete my order?

Can I pay cash on delivery?

I received an email with the status “Awaiting payment”. What does it mean?

What does the status “Pending” mean?

What is “flexible booking” and why do I need it?

How can the receiver of the package pay for the service?

The estimated delivery time

What is the estimated delivery time?

How is the estimated delivery time calculated?

Shipment dimensions

Why is it important to measure your shipment?

What happens if you choose the wrong service?

What are the non-standard dimensions and weight?

Packaging advice

Do I have to buy the package for shipping or does the company provide it for me?

Does Eurosender offer the option to purchase pallets for freight shipping?

What if I don’t know the exact weight of my shipment?

Will my parcel be rejected if I don’t wrap it in plastic foil?

What should I do if the parcel contains fragile objects?

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

Can I send a bike without dismantling it?

Can I attach several boxes together?

Can I ship envelopes?

Shipping insurance

How does the shipping insurance work?

When does the shipping insurance apply?

Does the shipping insurance apply for the entire order?

How can I increase the insurance coverage?

What are the costs for an additional shipping insurance?

How does the shipping insurance apply for orders that contain multiple packages?

Can I add a shipping insurance if I already finished my order?

Does the shipping insurance apply for suitcases?

What type of items are covered by insurance?

Can I choose an additional shipping insurance for freight shipment?

How can I buy a shipping insurance for pallets?

How do I add an additional shipping insurance if I have requested an individual offer?

In case of a freight shipment, does the insurance apply for each individual parcel or for the entire shipment?

What can I do if the package I receive is damaged?

Prohibited and restricted items

Are any items forbidden from sending?

Can I ship cigarettes or tobacco?

Can I ship goods that need temperature controlled transportation?

Can I ship liquids?

Various questions

Is Eurosender a courier company?

How do I get the selected courier provider’s contact?

Can I change the order details after it was confirmed?

Do you offer storage facilities?

How can I weigh my package if I don’t have a special scale?

What languages do the couriers speak?

How can the invoice be issued under the name of a company?

When placing the order as a company, do I have to pay the VAT?

Claim procedure

How can I start a claim procedure?

How does the claim procedure work?

What is the amount I will be compensated for?

How will I get compensated if I had purchased additional insurance?

Important notes about the claim procedure

Courier services for:

Types of logistics services

Different courier services

Customs clearance

Door-to-door shipping

Airline & bus baggage allowance

Bus baggage policy and fees

Airlines’ excess baggage charges

Lost and found shipping

Lost and found shipping guide

Hilton London Metropole

Gatwick Airport

Paddington Station

Heathrow Airport

Train companies’ baggage allowance

European trains

Courier services in Europe

Shipping and storage

Shipping and storage

Shipping schedule

Christmas delivery

Selling guides

Courier companies in Europe

DPD courier services

DHL courier services

Logistics Network

Terms and Conditions

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