Standard shipping service
Using the booking engine
How can I start an order on Eurosender platform?
Before order
What is a standard shipment and what are its dimensions and weight limitations?
Is there any easy way to check if my parcel/suitcase fits the standard dimensions and weight?
Can I attach several boxes together?
How can I weigh my parcel/suitcase if I don t have a scale?
Is the courier driver equipped with tools to check the weight of my parcel on the pick-up location?
If I have many parcels, will they be collected by the same courier company?
Where and how do I place my order for a standard shipment?
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?
How do I fill the form if the pick-up or delivery destination is a student dorm or a university?
Where to and where from can I ship my parcels?
Does the price depend on the address I choose, even if it is inside the same country?
Is the price on the website final?
Can my parcel be picked up from an airport?
Is possible to organize the shipping to remote areas?
What kind of addresses can the courier driver collect from?
Can I book the shipping even though I don’t have the correct address?
How do I know which courier provider will collect and deliver my shipment?
I am not sure what type of shipping service I need. What should I do?
Packaging instructions
Will the courier help me pack my things and provide me with packaging materials?
Can I re-use a cardboard box or does it have to be a new one?
Is a suitcase the appropriate method of packaging?
Will my suitcase be rejected if I don’t wrap it in plastic foil?
Can I use a plastic box for shipping?
How to pack sports and duffle bags?
Can I pack everything in a plastic or raffia bag?
Do I have to buy the package for shipping or does the company provide it for me?
What should I do if the parcel contains fragile objects?
Can I write on the package “Fragile” or “This side up”?
Am I entitled to any compensation if my “fragile” object is damaged during transportation?
Do I have to print and put on the parcel any shipping label?
Order
What are pick-up and delivery times?
What is the first possible pick-up date?
Can I book a pick-up for the same day?
Will the driver call me before the pick-up or delivery of my shipment?
Can I call the courier company myself?
When can I call the courier company?
What can I do if I don’t have a local’s phone number?
Can I change the courier company in charge of the delivery?
What languages do the couriers speak?
How do I know what is the estimated delivery time for my parcel?
When can it happen that the transit time is prolonged?
Can I receive my shipment earlier than scheduled?
What are important things to consider regarding transit times?
Am I entitled to any refund if transit time is prolonged?
When will I receive a tracking number for my parcel?
When does my tracking number become functional?
What do tracking statuses mean?
Do I receive a different tracking number if my order is rebooked?
What can I do if I didn’t receive my tracking number?
Why is my tracking number not working and the tracking status is not being updated?
Can a courier driver pick-up my order on a festive day?
My pick-up failed due to the wrong pick-up address. What do I have to do?
My pick-up failed because the shipment was not ready. What do I do?
My pick-up failed as the shipper was absent. Can I book a new pick-up?
What can I do if my pick-up failed as there was no local phone number provided?
My pick-up failed as the shipper didn’t print and stick the label. What do I do?
How do I receive the shipping label that has to be affixed to the package?
My pick-up failed and there is a wrong status in the tracking system. What am I supposed to do?
My pick-up failed as the location was closed. Will there be a new pick-up attempt?
My pick-up failed due to lack of time. Will the drive come back the next working day?
What do I have to do if my pick-up failed as it was shipped by other means?
My pick-up failed as it was not in compliance with the system. What can I do?
What can I do if my pick-up failed due to unknown reason?
Can I add another parcel to my order?
Can I change the address details of my orders?
How can I buy a flexible booking for my order?
Delivery
When can I expect my delivery?
Why my delivery didn’t happen?
My delivery failed due to a wrong delivery address. What am I supposed to do?
My delivery failed as the receiver was absent. Will there be a new delivery attempt?
My delivery failed as there was no local phone number provided. What do I do?
What can I do if my delivery failed and there is a wrong status in the tracking system?
My delivery failed as the location was closed. Will there be a new delivery attempt?
What can I do if my delivery failed as consignee was not informed/refused the parcel?
I haven’t received any updates regarding my order. What should I do?
Is there any particular procedure concerning the delivery system in Sweden?
What can I do if I had shipped several parcels but received only some of them?
My delivery failed due to an unknown reason. How can you help me?
Will the same courier company that picked up my shipment also deliver it to the destination?
Can my parcel be delivered to any drop-off point?
For how many days will my parcel be stored in the parcel shop?
Payment options
How can I pay for the service?
Can I change the payment method that I selected initially?
How does the payment through bank transfer work?
Will I receive a notification once I complete my order?
Can I pay in my local currency?
Can I pay for the service after the shipment was delivered?
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?
What happens with my order if I didn’t finalise the payment?
Shipping insurance
How does the shipping insurance work?
I bought additional insurance but my claim was rejected. Will I still receive compensation?
When does the shipping insurance apply?
Does the shipping insurance apply for the entire order?
Can I select additional insurance only for certain packages in my order?
How can I increase the insurance coverage?
What are the costs of additional shipping insurance?
How does the shipping insurance apply for orders that contain multiple packages?
Can I add shipping insurance if I already finished my order?
Does the shipping insurance apply for suitcases?
Are the damages of a suitcase reimbursed?
Does the additional insurance apply for any type of shipment?
What type of items are covered by insurance?
Can I choose additional shipping insurance for freight shipment?
How can I buy the shipping insurance for pallets?
How do I add an additional shipping insurance if I have requested an individual offer?
Prohibited and restricted items
Are any items forbidden from sending?
Claim procedure
When can I start a claim procedure?
How does the claim procedure work?
What is the amount I will be compensated for?
How soon shall I start a claim of my shipment was damaged?
How will I get compensated if I had purchased additional insurance?
If my parcel contained prohibited items, am I still entitled to receive compensation?
What are the reasons for a courier to refuse a claim?
What happens if I don’t have the damaged report filed with the courier driver?
If my claim is accepted and reimbursement is granted, how soon will I receive the money?
What information do I need to provide in order for the money to be transferred?
If I paid with one payment method, can I receive the reimbursement through a different one?