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What are pick-up and delivery times?

The courier driver usually picks up and delivers shipments within a specific timeframe, which is from 9:00 until 18:00 from Monday to Friday.

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.

 

What is the first possible pick-up date?

If the pick-up is in Spain, Portugal, Slovenia, Croatia or Romania (for B2B customers), you will be able to book the pick-up for the same day. For most of the countries, you can select the pick-up for the very next working day. In order to do so, please proceed with the booking before 2 pm.

 

Can I book a pick-up for the same day?

Yes. If the collection is in Spain, Portugal, Slovenia, Croatia or Romania (for B2B customers), you will be able to select the same-day pick-up. The collection will depend on the courier’s availability. To increase the likelihood of your shipment being collected the same day, please place your order before 11 am.

 

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

In certain countries, the courier driver does call before the pick-up or delivery. However, it is not the courier driver’s obligations to do so. Please note that if he decides to call, he can only call local phone numbers.

 

Can I call the courier company myself?

Once you have received a mail with the courier company’s name, you can call them yourself. Use the form below to find the selected courier company’s name and the correct phone number.

 

When can I call the courier company?

You can call the courier company once we have sent you a mail with the selected courier company’s name as well as the tracking number(s) of your shipment. In some exceptions, you may need to provide the Eurosender’s order number instead of the tracking number.

 

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, room-mate, 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 courier.

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

    Eurosender system automatically selects the courier company that offers the best price and highest quality of service for the selected route.

    If you wish to ship your items with a different courier company than the one assigned by our system, an extra charge may apply. Contact us via the form below in order to check the possibility of changing the courier company.

     

    What languages do the couriers speak?

    Usually, the couriers speak the language of the country they work in, but in most cases, though not guaranteed, they also speak English.

     

    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 parcel?

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

     

    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 especially 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.

     

    Can I receive my shipment earlier than scheduled?

    Yes, the driver may deliver your shipment earlier, so make sure there is somebody at the delivery address, who can take the shipment in your name if you will be absent.

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

     

    What are important things to consider regarding 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 you 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 parcel, please contact us.

     

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

    No, you are not entitled to any refund as all transit times are only estimated never guaranteed.

     

    What is a tracking number?

    For each package/suitcase you ship via Eurosender you will receive a unique tracking number, which is a sequence of numbers enabling you to know where in transit your shipment is. With this number, you will be able to use our international parcel tracking tool to check where your parcel 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 the tracking of your package/suitcase, please visit our dedicated page.

     

    When will I receive a tracking number for my parcel?

    The tracking number is issued once your shipping order is confirmed with the selected courier company 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 parcel in the tracking system, once the parcel is collected and the barcode is scanned in the selected logistics company’s depot. Along the way to its destination, this barcode is scanned at all the courier’s transit locations.

     

    What do tracking statuses mean?

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

     

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

    Once the selected courier company informs Eurosender that they must rebook a certain order, you will receive a new tracking number for each parcel 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 courier company. Beforehand, you should have received a mail entitled Confirmed.

    Some courier companies send us tracking numbers only after parcels have already left the pick-up country. In this case, you will receive the tracking number after the parcel is collected.

    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. In this case, you will need to use the new one.
    • Parcel’s barcode hasn’t been yet scanned in the first depot of the selected courier company. If your parcel 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 courier depots is bigger, it will take a long time until your parcel 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 courier companies’ control, such as bad weather – heavy rain or heavy snow, blizzards, floods, traffic jams, blocked roads, accidents, strikes, etc.

     

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

    When you place an order on our website, you may notice that you cannot select certain dates as the pick-up date of your choice. This applies to national holidays 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 a local holiday. In such a case, please take into consideration that the delivery of your parcels may be delayed.

     

    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.

     

    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.

    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,
    • apartment and floor number,
    • 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.

    In most cases, we will have to rebook your order if there is wrong information in the pick-up address. We kindly ask you that once you have checked all the possible information, contact us via the form below and let us know about mistakes or any other possible reasons so that we can contact the courier company and rebook your order as soon as possible.

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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 placed on a pallet, which is forbidden for a standard shipment;
      • 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.

      If the pick-up location is in Denmark, Finland, Hungary, Ireland, Italy, the Netherlands, Sweden, Spain or the UK, we will have to rebook your order. Please contact us via the form below to inform us that your pick-up didn’t take place. In any other country, the driver will make a second pick-up attempt.

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

        If there was no one at the pick-up location, the driver will make another pick-up attempt in the next working days. In order to avoid further issues, make sure that somebody is present to hand over the parcel(s).

        If the pick-up location is in Denmark, Finland, Hungary, Ireland, Italy, the Netherlands, Sweden, Spain or the UK, we will have to rebook your order. Please contact us via the form below to inform us that your pick-up didn’t take place.

         

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

        In some pick-up countries, the courier drivers call before they come to collect the shipment. As this is the only way for you to hand over the parcel, please provide us with a correct local phone number.

        If somebody else is going to hand over the parcel, please provide his local phone number. In case you don’t speak the local language, try to provide the local phone number of somebody who does speak it and will be at the pick-up location and can communicate with the local driver.

        Please provide us with the local phone number in the form below.

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          My pick-up failed as the shipper didn’t print and stick the label. What do I do?

          If your pick-up location is in Poland, Romania, Sweden or Spain, or if you are instructed by Eurosender, you must print out a label yourself and stick it on the shipment. Once you have done it, you have to contact the courier company and arrange the pick-up of your parcel(s). As your pick-up failed, we have to rebook your order.

           

          How do I receive the shipping label that has to be affixed to the package?

          When the designated courier company requires customers to print out the label and attach it to the shipment, you will receive it via email, either from Eurosender or directly from the designated courier company.

           

          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. We see the same status in the tracking system as you do, therefore we must get in touch with the courier company to check what has really happened and rearrange another pick-up of your order. It may take a while. Please note that you will receive a new tracking code.

           

          My pick-up failed as the location was closed. Will there be a new pick-up attempt?

          If the pick-up location was closed, the driver will make another pick-up attempt in the next working days. In order to avoid further issues, make sure that somebody is present to hand over the parcel(s).

          If the pick-up location is in Denmark, Finland, Hungary, Ireland, Italy, the Netherlands, Sweden, Spain or the UK, we will have to rebook your order. Please contact us via the form below to inform us that your pick-up didn’t take place.

           

          My pick-up failed due to lack of time. Will the drive come back the next working day?

          The parcel was not successfully collected because the courier driver ran out of time on the pick-up date. If the pick-up location is in Germany or the UK, we have to rebook your order, otherwise, the driver will come the next working day.

           

          My order was rebooked for a different pick-up date but I will leave the country soon. How should I proceed?

          In case your shipment could not be collected on the selected date, the pick-up will be rescheduled for the following working date. If you will no longer be at the location, please contact us to arrange an alternative pick-up address. Whenever you plan a departure, we highly recommend placing the order a few working days in advance.

           

          What do I have to do if my pick-up failed as it was shipped by other means?

          The courier driver came to the pick-up location but the shipper had no parcel to hand over as another courier driver had already picked it up. Check the proof of collection to see the name of the courier company whose driver collected your shipment and is now transporting it.

           

          My pick-up failed as it was not in compliance with the system. What can I do?

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

          • your shipment was oversized;
          • your shipment was overweight;
          • your shipment was placed on a pallet, which is forbidden for a standard shipment.

          If the pick-up location is in Denmark, Finland, Hungary, Ireland, Italy, the Netherlands, Sweden, Spain or the UK, we will have to rebook your order. Please contact us via the form below to inform us that your pick-up didn’t take place. In any other country, the driver will make a second pick-up attempt.

           

          What can I do if my pick-up failed due to unknown reason?

          By unknown reason we mean conditions that we cannot control such as bad weather – heavy rain or heavy snow, blizzards, floods, blocked roads, accidents, strikes etc. In such cases, Eurosender will contact the selected courier company in order to rebook your order. You will receive a new tracking code. Please contact us via the form below to inform us that your pick-up didn’t take place.

           

          Can I add another parcel to my order?

          Yes, you can add one parcel to the order only if the order has not yet been paid. In order to do so, please contact us.

           

          What is a Flexible booking?

          Flexible booking allows you to make changes in your order free of charge. You can request changes of the address, the weight (max. up to 40kg) or the number of parcels. The changes can be applied only until the successful pick-up of your shipment.

          We strongly recommend purchasing the flexible booking service in case there is any slight assumption from your side that you might need any possible changes.

           

          How can I buy a flexible booking for my order?

          Flexible booking is available for purchase in the order process only for an additional fee.

           

          Can I change the address details of my orders?

          Yes, as long as the order has not yet been processed by the logistics provider (which usually happens one working day before the pick-up date). Moreover, please note that an administration fee will apply. Changes are free of charge for those who booked “Flexible booking”.

           

          I didn’t purchase the Flexible booking service, but I would like to change some information in my order. Are there any administrative fees that apply?

          Yes. For any changes to the order, an administrative fee of up to fifteen (15) EUR will apply.

           

          What are the other courier surcharges that may apply?

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

          • Your parcel is heavier than the initial weight selected.
          • Your parcel is oversized and it doesn’t comply with the standard dimensions requirements.
          • You ship more parcels than what you paid for.

          In order for your shipment to be delivered to the destination, you must pay the additional charges demanded by the courier service provider.

           

          Can I call the courier company directly in order to change different details related to the collection or delivery or shall I always do it through Eurosender?

          If you need to change any detail in your order, please get in touch with us and we will tell you what your options are. Please, mind that once your order is processed, any changes brought to it could result in delays in the collection or delivery of your shipment.

           

          Can I take my parcel to any drop-off location?

          In general, your package needs to be picked up and delivered to a specific address. It could be either where you live, a friend’s house, a hotel, your workplace or any other general address where the courier driver can easily pick up and deliver your packages.

          At the moment, Eurosender and its network of courier companies make the drop-off locations available only in Portugal. If you wish to drop off your parcel at the courier’s depot, you will first have to call and arrange the details directly with them. In such a case, they have to prepare a label for your package that they will directly put on when you bring the package to the appointed location.


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