What are pick-up and delivery times?

The driver usually picks up and delivers shipments within a specific timeframe, which is from 8:00 until 18:00 from Monday to Friday.

To ensure that the handover of the parcels or pallets runs smoothly, prepare your shipment in the ground floor close to the entrance as possible.

In some cases, mostly in peak seasons such as summer, Christmas or Easter holidays, the driver might arrive as well before or after this time frame. This may also be the case in unpredictable weather conditions such as heavy rain or snow, traffic jams, road accidents.

 

Will the driver call me before the pick-up or delivery of my shipment?

The driver will contact you before or on the day of the pick-up in order to confirm the pick-up. There will be no pick-up until a specific date and time is arranged between you and the driver. Please note that he can only call local phone numbers.

 

What can I do if I don’t have a local’s phone number?

In case you don’t have a local phone number yourself, try to ask a colleague, roommate, friend or someone you can rely on, to provide his or her local phone number. We advise you to try to provide a phone number of someone who speaks the local language and can communicate with the driver.

 

What does transit time mean?

All transit times are estimated, never guaranteed. The estimated delivery time is the number of business days necessary for a shipment to be delivered.

 

How do I know what is the estimated delivery time for my shipment?

To get the estimated delivery time, use our calculator and insert the country of collection and the country of delivery.

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When can it happen that the transit time is prolonged?

Transit time may be prolonged in peak seasons such as summer holidays, in December and specially around Christmas or Easter.

It may also be prolonged in unpredictable circumstances such as bad weather – heavy rain or heavy snow, blizzards, floods, blocked roads, accidents etc. that prevent courier drivers to transport shipments on their regular basis.

Follow the updates in the tracking system of the selected logistics service provider on our website to see when your shipment is approaching the destination.

 

Can I receive my shipment earlier than scheduled?

Yes, it can happen, but the driver will contact you before or on the day of the delivery in order to confirm the delivery. There will be no delivery until a specific date and time is arranged between you and the driver. Please note that he can only call local phone numbers.

Follow the updates in the tracking system of the selected logistics service provider on our website to see when your shipment is approaching the destination.

 

What are important things to consider regarding the transit times?

  • If you are moving out or plan to leave the pick-up location in the following days, it is important not to schedule the collection one day prior to your departure. Schedule the pick-up date at least two working days in advance. This will allow changes, should anything occur.
  • Make sure that the pick-up location is easily accessible and there are no maintenance works in the area.
  • If your collection didn’t happen on the chosen date, check your tracking status to see if there is an update regarding any issue that might have occurred. In this case, please contact us.
  • Delays in the delivery of the shipment can occur due to external factors such as weather and traffic conditions. If you are experiencing a longer delay in the delivery of your shipment, please contact us.

 

Am I entitled to any refund if transit time is prolonged?

Since the transit times are only estimated and not guaranteed, there is no compensation for the situations in which the shipment is delivered later than estimated.

 

What is a tracking number?

For each parcel or pallet you ship via Eurosender you will receive a unique tracking number, which is a sequence of numbers enabling you to know where in transit is your shipment. With this number, you will be able to use our international parcel tracking tool to check where your parcel or pallet is on the way to its destination.

Enter the order number or tracking number in the box below and click Track.

For more information about tracking numbers, please visit our dedicated page.

 

When will I receive a tracking number for my shipment?

The tracking number is issued once your shipping order is confirmed with the selected logistics service provider and you will receive it via email entitled Tracking.

 

When does my tracking number become functional?

The tracking number becomes functional, meaning that you will be able to see more information about your shipment in the tracking system, once it is collected and the barcode is scanned in the selected logistics service provider’s depot. Along the way to its destination, this barcode is scanned at all the logistics service provider’s transit locations.

 

What do the tracking statuses mean?

As tracking statues may be difficult to understand, we have prepared a long list of explained statues. Please visit our dedicated page section about tracking statuses.

 

Do I receive a different tracking number if my order is rebooked?

Once the selected logistics service provider informs Eurosender that they must rebook a certain order, you will receive a new tracking number for each parcel or pallet you ship. The old tracking number will no longer be operational.

 

What can I do if I didn’t receive my tracking number?

First check in your mailbox and junk box for a mail entitled Tracking. Please note that this mail is sent to you only after your order has been confirmed with the selected logistics service provider. Beforehand, you should have received a mail entitled Confirmed.

Some logistics service providers send us tracking numbers only after parcels or pallets have already left the pick-up country. In this case, you will receive a tracking number after the parcel or pallet is collected and already abroad.

If you have a personal account, you can also check for your tracking number by selecting My Orders on the left side menu.

In case you still haven’t got your tracking number, please fill in the form below to get in touch with us.

 

Why is my tracking number not working and the tracking status is not being updated?

There are a few reasons why the tracking number might not be working:

  • Your order has been rebooked and a new tracking number has been assigned to your parcel or pallet. In this case, you will need to use the new one.
  • Parcel’s or pallet’s barcode hasn’t been yet scanned in the first depot of the selected logistics service provider. If your shipment has just been collected, most of the time you will be able to see new information in the tracking system in the afternoon or evening.
  • If the distance between the logistics service provider’s depots are bigger, it will take longer time until your shipment is scanned and the tracking system updated.
  • Note that the tracking systems may not be updated during weekends. In some countries, deliveries may take place, but transportation to other cities or abroad is not taking place.
  • General conditions out of our or logistics service provider’s control, such as bad weather – heavy rain or heavy snow, blizzards, floods, or traffic jams, blocked roads, accidents, strikes, etc.

 

Can a courier driver pick-up my order on a festive day?

When you place your order on our website, you may notice that you cannot select certain dates as the pick-up date of your choice. This is when there is as a national holiday in the selected pick-up country or in the country where orders are processed – Slovenia.

It may also happen that your shipment will go through a country where there is a national or local holiday. In such a case, please take into consideration that your shipment may be delayed.

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Why my pick-up didn’t happen?

There are many possible reasons why the pick-up of your order didn’t happen. Before you contact us, please check the tracking system as the reason may we stated and explained there.

Note that as soon as the pick-up of your order fails, we will have to rebook it, which comes with extra costs.

 

My pick-up failed due to the wrong pick-up address. What do I have to do?

Wrong or missing information in the pick-up address is one of the most common reasons why the pick-up failed. Please check all the information you have provided us one more time and then contact us through the form below.

Make sure that you have provided:

  • the name of the person whose name is on the doorbell if it is not the same as the shipper’s name,
  • gate/access code,
  • correct street number and street name,
  • correct postcode which is matching with the city,
  • correct pick-up country,
  • correct local phone number of the contact person,
  • name of the company, hotel, student dormitory or any other location if the pick-up is not taking place at a private address.

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    My pick-up failed because the shipment was not ready. What do I do?

    There are several reasons why the courier driver didn’t pick up your shipment. Such as:

    • your shipment was not properly packed;
    • your shipment was not placed on a pallet if you placed an order for pallet shipping;
    • your shipment was not located from the ground floor;
    • you didn’t print out and stick the label on the parcel as you had been instructed to.

    Please contact us through the form below to inform us that your pick-up didn’t take place.

     

    My pick-up failed as the shipper was absent. Can I book a new pick-up?

    We will rebook your order and the driver will contact you for another pick-up appointment in the next working days. In order to avoid further issues, make sure that somebody is present at the pick-up location to hand over the shipment.

     

    What can I do if my pick-up failed as there was no local phone number provided?

    In case you don’t speak the local language or don’t have a local phone number, please provide a local phone number of somebody who does speak the local language and can communicate with the local driver. It is much desirable that this person will also be present at the pick-up location. If somebody else is going to hand over the shipment, please provide his local phone number.

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      My pick-up failed and there is a wrong status in the tracking system. What am I supposed to do?

      In such a case, please contact us through the form below and give us a short explanation as we must get in touch with the courier company to check what has really happened and rearrange another pick-up of your shipment. Please note that you will receive a new tracking code.

       

      What happens if my pick-up failed due to general conditions?

      By general conditions we mean conditions that we cannot control such as bad weather – heavy rain or heavy snow, blizzards, floods, blocked roads, accidents, strikes. In such cases, the courier driver will contact you and arrange a new specific date and time of pick-up.

       

      Are there any extra charges?

      You may be extra charged due to various reasons, such as:

      • Your parcel or pallet is heavier than you paid for but as this courier company can still transport such heavy shipments, yours will be delivered to the destination for extra charge.
      • Your parcel or pallet is oversized, but as this courier company can still transport such big shipments, yours will be delivered to the destination for extra charge.
      • You ship more parcels or pallets that you paid for when you placed the order.
      • The driver had done more than one pick-up attempt.
      • You provided wrong information about the content in the shipment.

      For your shipment to be delivered, we must receive extra charged payment. Only then can we finalize your order. This money is not for Eurosender to get any additional profit, but it serves to cover the extra costs which have appeared due to the changes in your given order.

       

      When do I have to pay an administrative fee?

      Eurosender may, however, charge an administrative fee of up to fifteen (15) EUR for the handling of additional costs, incurred due to the fact that you decided to send more items than booked in the order process or sent oversized or overweight shipments.

      If you feel that extra charge is not related to any of these reasons, please contact us.


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