What is a dedicated van delivery service?
Is there any limitation for the weight and dimensions of items when using a dedicated van delivery service?
Where and how do I place my order?
How soon shall I place my order for a dedicated van delivery service?
Where to and where from can I organize a dedicated van delivery service?
Will the courier driver contact me before pick-up and delivery?
Will the courier driver help me pack my items?
What kind of addresses can the courier driver collect from?
What are pick-up and delivery times?
Will the driver call me before the pick-up or delivery of my shipment?
What does transit time mean?
When can it happen that the transit time is prolonged?
Can I receive my shipment earlier than scheduled?
Will I receive any tracking number?
Why my pick-up didn’t happen?
When do extra charges apply?
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 cash on delivery?
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?
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?
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?
Are any items forbidden from sending?
Are there any items not covered by the shipping insurance?
Can I ship cigarettes or tobacco?
Can I ship goods that need temperature-controlled transportation?
Can I ship liquids?
Can I still decide to ship certain items even though they are prohibited?
Can I specify the content of my parcel in the Comments field?
What can happen if I ship prohibited items?
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?
Important notes about the claim procedure